Frequently Asked Questions - FAQs
Q: I want to call you, how can I reach you?
Q: I've written to customer support, but I haven't received a response! Why?
We ask that you allow up to 48 hours for a reply. Also, please be sure to check your Spam/Junk folder for our response. If you have emailed over the weekend or on a holiday, please allow for an additional 24 hour response time. We apologize for any delay or inconvenience.
Q: I just placed my order, but I need to make a change to it. How can I do that?
If you call or email prior to 9 a.m. Central Time the day after your order, we MAY be able to modify your order. We will make every attempt to make any changes, but we can not guarantee success, even if you contact us per the above procedure as our orders are processed automatically upon release to our automated warehouses.
Q: Do you do follow up emails?
shounetsu.com currently sends order information emails, order reminder emails and occasionally sale information emails to all our customers who have placed orders with us. If you prefer not to receive emails, just use unsubscribe function.
Q: Can I expedite my embroidery order?
We can ship your embroidery using an expedited service level once it is completed through the embroidery department, however we CAN NOT expedite the embroidery process.
Q: I ordered several items, but I did not receive all of them in my shipment.
We follow a two-ship policy. All of your available items will ship within 24-48 hours of placing your order. All of your backordered items will ship complete. If you ordered a CLEARANCE item, the specific style/color/size you ordered may have gone out of stock. If this is the case, we will contact you regarding a replacement item or refund.
Q: Do you offer group purchase prices or wholesale discounts?
We do offer group discounts. Please contact us at either 855-391-9200 or email@example.com
Q: Do you have a catalog?
We do not offer a mail order catalog. All of our products are listed on our website.
Q: Do you charge sales tax?
shounetsu.com currently does not charge sales tax except in Missouri-MO, where our office is located.
Q: Do you ship to locations outside the 48 continental United States?
Other than Alaska, Hawaii, Puerto Rico and all US protectorates (additional charges apply), we do not accept any orders from addresses outside the continental 48 States. You can have your items delivered to a friend, relative or freight forwarder in the US and then have them shipped to you.
Q: What forms of payment do you accept? Can I send you a check?
We accept Visa, MasterCard, American Express and Discover. We will accept Cashier Checks and Money Orders for immediate order processing. If you pay by personal or company check, your order will remain in a pending state for the check to clear (1 week for Company check, 2 weeks for Personal check). All PO transactions must have a completed and signed Credit Application prior to the order.