FAQ

Table of Contents:

1. What are my payment options?

2. What is the shipping timeframe for an order?

3. How can I cancel an order?

4. What is the refund policy?

5. How to change the shipping address after an order has been placed.

6. Order confirmation email notification not received.

7. How to track an order.

8. What happens if an order is returned undelivered because of an incorrect shipping address?

9. What happens if an order was not received or lost in transit?

 

1. What are my payment options?

We use PayPal for processing but you do not have to have an account with PayPal to shop. During the checko9ut process, you will have the option to use your credit card if that is the preferred method of payment.

2. What is the shipping timeframe for an order?

All orders ship US Flat Rate by USPS and are generally delivered within 6 – 10 business days. Some exceptions apply.

3. How can I cancel an order?

If your order was placed in error, you can request a cancellation within 48 business hours of placing the order. Please contact us at info@projectsunshine.org with the subject line “URGENT: Online Store Cancellation” and provide your order details (name, ship-to address, items), or by phone at 212-354-8035. After 48 business hours, an order cannot be canceled.

4. What is the refund policy?

A refund can be issued for an entire order or for part of an order. A refund will be issued if:

  • The order was processed incorrectly by our Online store.
  • An item was received damaged, defective, or of lesser quality than advertised.
  • An order cancellation request was received within 48 business hours of the order being placed.  (SEE #2 ABOVE)

If the item was already delivered or is still enroute, it must be returned to Project Sunshine within 14 days of the return request prior to the issuing of the refund. Allow up to 10 business days for the processing of the refund. To request a refund, contact us at info@projectsunshine.org with the subject line “URGENT: Online Store Refund Request”, or by phone at 212-354-8035. Please provide the email address used to place the order, the order number and the reason for the return.  The items should be returned to: Project Sunshine, Attn: Online Store Return, 211 East 43rd St. Ste. 401, New York, NY 10017. Note: we do not reimburse shipping to return the item but will refund the initial cost to ship the order.

5. How to change the shipping address after an order has been placed.

To request a change to the shipping address, contact us within 48 business hours of placing the order at info@projectsunshine.org with the subject line “URGENT: Online Store Shipping Address Update.” Please provide your order number, the original address and the updated address.

6. Order confirmation email notification not received.

To request your order confirmation be resent, contact us at jbarringer@projectsunshine.org. Please provide the email address used to place the order and the order number.  

7. How to track an order.

Order tracking information is provided on your email confirmation. You may also receive email notifications with an order status at various intervals. 

The statuses may include:

  • Confirmed – an order has been created and processing is pending.
  • On its way – the shipment is in transit.
  • Out for delivery – soon to be delivered.
  • Delivered – arrived at the shipping destination.
  • Attempted delivery – the carrier attempted to deliver the shipment to the destination address but was unsuccessful. 

8. What happens if an order is returned undelivered because of an incorrect shipping address?

If an order is returned as undeliverable by USPS because of an issue with the address you provided at the time of the order, you will be responsible for paying the cost to have the order re-shipped. We will contact you after the return item has been delivered to our office to determine the correct ship-to address. After the reshipping cost has been paid the order will be resent. You will receive a follow-up email with the tracking details and tracking number.

9. What happens if an order was not received or lost in transit?

Contact us at info@projectsunshine.org with the subject line “URGENT: Online Store Order Lost In Transit”, or by phone at 212-354-8035. We will confirm that your shipping address was correct and review the tracking information to ensure that it does not show the order was delivered. If it shows that the order was delivered to the correct address, the matter will be elevated to the delivery agent for further follow up.