Privacy and Security
- Cookies – How we know what we know without you telling us!
- Your E-mail address — Do We Know It?
- Your E-mail address — What Do We Do With It?
- Personal Information Other Than Your E-mail Address
- Opt-Out of Future Catalogs
- Correction of Your Personal Profile
- Shopping Analysis Provided by Third Party
- Customer Privacy During Tracking By Our Data Compilers
- Access by The Operator of Our Affiliates Program
- Access By the Operator of Our Security Monitor
- Access by Third Party Advertising Companies
- Access By Other Corporate Entities
- Security Policy
- Important update about SSL Technology
- About The Company Store® and Hanover Direct, Inc.
- About The Company Store® Catalog
- General Product Questions
- The Company Store® Bedding Products
- The Company Store® Bedding Sizes
- The Company Store® Bath Products
- Infant Bedding Safety Information
- Email and Privacy Issues
- The Company Store® and CompanyKids® Website Cookies
- How do I use a Promotion Code?
- How do I enable cookies on my computer?
- Payment Methods
- About Gift Cards and E-Gift Cards
- Shopping with a Gift Card or E-Gift Card
- Returns purchased with a Gift Card or E-Gift Card
- Order Processing and Delivery Information
- Delivery and Returns
- Down FAQs
- Lifetime Guarantee
- InCompany Rewards™
When is my order processed?
All orders are processed the same day they are received, whether you phone your order in or place it online. Your credit card is charged when your order is shipped. If multiple shipments are required to fulfill your order, you will be billed as the items are shipped. Delivery fees and taxes, if applicable, are charged on a pro-rated basis as items are shipped.
With respect to shipments of merchandise to consumers, wherever they may reside, title to the merchandise shall pass to the buyer upon delivery of the merchandise to the common carrier. Accordingly, The Company Store shall also not be liable or responsible for packages delivered to you through any third party with whom you arrange for receipt on your behalf after we have made delivery to the address you designate (e.g., Skybox, Mail Boxes Etc., Postal Annex).
How will I know if you've received my order?
When ordering online, you can request to receive an order confirmation via email. Just click on the appropriate box on the payment information page, make sure your email address is correct, and you will receive an email confirming your order after you click on "purchase". Additionally, you will be given your order number on the order confirmation page after you submit your order. Be sure to jot this number down and keep it handy in case you have questions about your order.
If you have mailed in your order from our catalog, you can call us at 1-800-289-8508 to inquire about the status of your order.
What delivery methods are available?
We normally ship via the United States Postal System. Overnight (next business day), 2nd Day (2 business days) and Express delivery (3-5 business days) is available for most items within the contiguous United States for an additional cost. If you would like to inquire about the cost and availability of delivery for your order outside the U.S., please call us at 1-800-289-8508 or click here.
What will it cost me in the way of delivery charges? What is included in your Delivery charge?
Delivery Charges for U.S. orders will be calculated automatically when you proceed to the checkout on our site or when you place your order over the phone. If we need to ship your order in parts, delivery will be charged on a pro-rated basis. When ordering from the catalog, by mail or fax, you'll need to enter the amount in the appropriate box on your order form. click here for more Delivery & Returns information.
Can I ship items to more than one address when placing my order online?
We are happy to ship items to more than one address, but unfortunately we cannot do so online within a single order at this time. If you would like to place an order with multiple delivery addresses, you can enter separate orders on our Web site, or call us at 1-800-289-8508. We regret any inconvenience and promise to make this easier in the future - stay tuned!
When will I receive my order?
For most in-stock items delivered within the contiguous United States, expect to receive your order within 7 business days, depending on your delivery area. Orders for rush delivery are shipped the same day if received by 11:00 AM Eastern time. Some items are shipped directly from the manufacturer (these items are noted on the product page) and may take up to 6 weeks for delivery. Please allow additional time for monogrammed items.
If my selection is "backordered," what happens?
Occasionally, a product is more popular than we anticipated and we temporarily run out of stock. When that happens, we will immediately notify you via email with the anticipated shipping date. Most items that are backordered are expected to arrive in our fulfillment center within 30 days. We ship all ordered items as they become available, so if you have ordered more than one item and any of those items is on backorder, you will receive multiple shipments. You will be billed the total shipping amount on the first shipment. If you prefer, you can also to ask up to hold an order until all available for shipment. Simply click "Hold until complete" at the end of your order.
If you would like to inquire about the status of a backordered item, call us at 1-800-289-8508 or send us an email at email@example.com and include your name, address and order confirmation number, if known.
An item I've ordered is on backorder and I do not want to wait for it. How can I cancel it?
To cancel any backordered item, call us at 1-800-289-8508 or send us an email at firstname.lastname@example.org and include your name, address and order confirmation number, if known, and the item you wish to cancel. If the item has not already been shipped to you, we will cancel it immediately. If it has already shipped, simply return the items that you do not want and will credit your account for the items returned.
If my selection is "cancelled," what happens?
We do our best to closely monitor inventory levels and keep The Company Store Web site as current as possible, but sometimes, we receive multiple orders for items that are being discontinued and subsequently become permanently unavailable before we are able to remove those products from our site. When that happens, we will notify you that the item has been "cancelled" and may suggest an alternate product. Because we bill you as items are shipped, your credit card will not be charged for any items that are unavailable. If an item is discontinued, we may substitute merchandise of equal or better value. We will call you to inform you that a substitute item is available and will only ship it to you with your permission.
How do I check the status of my order or contact you if I have a question about my order?
If you have any question about your order, including order status, call us at 1-800-289-8508 or email us at email@example.com. Please include your name, address, and order confirmation number in addition to your question so that we may assist you as quickly as possible.
Where can I find information about past orders?
If you have any question about orders you've made in the past, call us at 1-800-289-8508 or email us at firstname.lastname@example.org.
Do you ship internationally?
At The Company Store and CompanyKids, we ship almost anywhere in the world! Because international shipping charges are based upon weight, dimensions and final destination, we must calculate the cost upon receipt of your order. When you place your order online, shipping charges will be displayed for your order, but as our system automatically calculates shipping for U.S. orders, please disregard this amount. We will immediately notify you via email of the final cost and release the order only upon receiving confirmation that you are aware of the total cost and would like to ship the item(s). Please note that express shipping is not available for international orders, and some oversized items may be restricted. If you have any questions about placing an international order, call us at 1-800-289-8508 (country code 001).