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Customer Service
- Ordering
- Sales Tax
- Payment Options
- Shipping and Delivery
- Pricing & Promotions
- Privacy and Security
- Returns and Exchanges
- Ordering
- All orders placed by 3:00 pm EST Monday-Friday will usually be shipped the following business day. Weekend and holiday orders and all orders placed after 3:00 pm EST will usually ship out on the second business day. You will be contacted immediately by email if there is any shipping or out of stock problems. If you have a question or problem, please contact us directly at sales@hautelava.com
- Sales Tax
- As a Maryland based business, current law requires us to collect 6% sales tax on online purchases and shipping charges being sent to any address within Maryland. Orders being shipped to an address outside the state of Maryland are not charged tax.
- Payment Options
- We accept MasterCard, Visa, American Express and Discover credit cards. We also except Paypal and Google checkout.
- Shipping and Delivery
Hautelava ships to the United States and Canada only. Sorry, we do not offer international shipping at this time. Shipping costs depend on the carrier you choose, the size and weight of the item(s), and where your order is being shipped. We do not mark up our shipping. You pay what it costs to ship your item. Be advised, that some of the Scout bags are big and cannot be mailed in a small box.
Once your order has been shipped, you will receive a confirmation email with shipping details and a tracking number for your convenience. Delivery times will vary depending on your shipping zone and method. You are responsible for your package after it has been delivered. If you are concerned about the security of your package, please make a note in the comments field stating "SIGNATURE REQUIRED". Be advised, that you need to be home to receive a signature required package, it will not be left at your door.
You can choose between UPS, FEDEX or US Postal Service for your shipping needs. All orders are normally shipped within 24 - 48 hours, excluding weekends and holidays, and should be received within 3-9 business days (unless otherwise noted on the ordering page). Please note that the United States Postal Service Parcel Post may take up to 9 business days to deliver based on your location. Also note that FedEx Ground Residential delivery DOES NOT deliver or pick up on Monday's. UPS is unable to deliver packages to PO, APO or FPO boxes, therefore you should chose another option for your shipping needs.
- Pricing & Promotions
- Prices will be honored at time of checkout. All prices are subject to change without notice. Promotions, coupon codes and gift certificates are only valid through their expressed dates. Extensions may be granted, but must be requested by contacting customer service at CustomerService@hauteLava.com
- Privacy and Security
- Because our customer’s privacy is a top concern of ours, we have taken every measure to ensure that your online shopping is as secure as possible. Any credit card or other personal information you provide is protected by encryption using Secure Socket Layer Protocol (SSL).
When you register with Hautelava.com, you will be asked to provide your name, email address and mailing address. We will use this information to notify you of site changes and provide you with valuable offers from Hautelava.com. Whenever you shop with us, we will obtain all necessary information to complete your transaction. This includes, name, address and any payment information. We use this information to process and keep track of your purchases, to send you marketing and promotional materials by e-mail, and to help us improve our products and services. All newsletters and promotional emails have an "opt-out" feature and we will never share or sell any of our customers information.
- Return and Exchanges
- Hautelava thrives to make your buying experience an enjoyable one. If you are not 100% satisfied with your order, we can offer you an exchange or a full refund of the purchase price less shipping charges. Returns and exchanges must be made within fifteen (15) days of the purchase date and returned new in their original packaging with all tags and accessories attached. Returns will not be accepted for items returned that are found to be used, out of original packaging, or missing tags or paperwork. Shipping charges on returned merchandise are the responsibility of the buyer. Returns postmarked more than 15 days after receipt will be charged a 20% restocking fee.
To return your order, please follow these steps:- 1. Email Hautelava at customerservice@hautelava.com and obtain a RA number (Return Authorization) for your package. No returns or exchanges will be accepted or processed without one.
- 2. Ship your items back to the address provided with the RA number written on the outside of the box. Enclose your packing slip inside the box along with a brief explanation for the return.
