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Customer Service
Here is where you will find the answers to our most common customer questions. Click a subject to jump to those questions.
- Ordering
- Reward Points
- Shipping
- Returns & Exchanges
- Troubleshooting
- Product Availability
- Contact Citylivingstores.com / Economy Hardware
- Learn More About Citylivingstores.com / Economy Hardware
ORDERING
Q. What forms of payment do you accept?
A. Visa, Mastercard, American Express, Discover and Debit Cards with a credit card logo. In the physical stores, we also accept cash and Economy Hardware gift cards.
Note: Orders will not be processed until payment has been received.
Q. Is my order secure?
A. Your security and privacy are our top priorities. Citylivingstores.com assures the security of your credit card information with Secure Sockets Layer (SSL) encryption technology. SSL encrypts the transmissions from our e-commerce servers as well as your computer. SSL encryption works by forming a matched pair with the transmission from your compute transmission and our server, so that only data to and from these sources can be valid.
When purchasing online using your credit card, all of your information is entered into an SSL-secured web page. You can see this by looking at the URL address line of your browser when you are in the checkout pages. When accessing a secure server, the first characters of the site address will change from "http" to "https." Depending on which browser you are using, your browser may also show the secure (lock) symbol in either the lower left or lower right corner of your browser window.
See also: Why do I see messages indicating that a page contains secure and unsecure items?
Q. I just placed an order, but have changed my mind. Can I cancel it?
A. Yes. However, we make every effort to process orders as quickly as possible. If your order has already been processed, we will be unable to cancel it. You may, however, return merchandise that has been purchased.
Q. How do I place an order?
A.
- You can add items to your cart by clicking on "Add to Cart" buttons found throughout the site.
- Proceed to checkout by either clicking on the "Checkout" button on the Cart page.
- You will either login using the username and password you chose when you registered, or if you are a first time customer, you can register. You may also make your purchase without creating an account but, you will not be able to take part in the reward point system.
- Next you will fill out the Customer Information, and Billing Information (the address your credit card bills are sent). If you are shipping to an address that is different than your billing address, you can enter that under "Shipping Information". Select your payment method and enter the required information (including the 3 or 4 digit security (CVV) code on the back of your credit card). If you are a first time customer and chose to register, you will need to choose a username and password at this time as well.
- Lastly you will need to select the shipping method. Please review your order before clicking the "Complete Order" button. Before completing the order you may add instructions or comments.
- When you are ready, click on the "Complete Order" button. Do not click the button more than once; please be patient, as the process may take up to a minute.
- When the submission process is complete, you will receive your order number on the screen. You will also receive a confirmation email with the order information.
Q. Can I order over the phone, by fax or with a purchase order?
A. At this time, it's only possible to buy from us through the web site or in person at an Economy Hardware store. We are unable to take orders by phone, by fax or by mail.
Q. Is there sales tax?
A. Yes, but only for orders shipped within Massachusetts.
CITYLIVINGSTORES.COM LOYALTY REWARD PROGRAM
Q. What are Reward Points? How does the program work?
A. Every purchase you make earns you Reward Points that can be applied to your next purchase of any items!
How it works:
- You get 250 points simply for registering.
- Redeem 250 points for a dollar in savings!
- For every dollar you spend on our site, you get 10 points.
- For every approved product review you post, you get 5 points.
- What's the bottom line? For every $25.00 you spend, you get $1.00 off your next order.
SHIPPING & HANDLING
Q. How do you ship?
A. Our shipping and delivery options are as follows:
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In-Store Pickup In-Store Pickup for most items will be available on the afternoon of the next business day at the Cambridge store, which is at 438 Massachusetts Avenue (Central Sq.). You will receive an email confirmation when the order is ready to be picked up. Please wait until you have received this confirmation before coming to the store. For special order items, such as custom-finished furniture, please allow 3 weeks for project completion. A customer service representative will call you when your piece is ready for pick-up.
Special-Order Delivery by Economy Hardware
Shipping Options
Rate Table
Free Shipping Items Free shipping applies to select items at Citylivingstores.com as indicated on the product description page. Look for the "FREE SHIPPING" logo on qualifying items. Expedited shipping (e.g., 1- or 2-Day shipping) may not be applied to these items. Some items may be shipped directly from the manufacturer, in which case they may be shipped separately from other items in your order. Drop-Ship Orders Some furniture items, such as Directions East furniture, are drop-shipped directly by the manufacturer. We do this to save you money, as this means of shipping can sometimes be more cost-effective. The drop-ship price is reflected in the price of the item, and when you get to the cart, you will see a "shipping included" message. |
Q. Do you ship internationally?
A. Sorry, at this time we do not ship internationally. For now, we only ship to the 48 contiguous US states.
Q. I just placed an order, when will it ship?
A. Orders will be usually processed within 1-3 business days. Depending on which shipping method you choose, it may 2-7 business days to receive the order.
Q. My order hasn't arrived, how can I track it?
A. If you wish to track an order, go to Track Your Orders. Once your order has shipped, you will be sent a FedEx tracking/airbill number which can be tracked on the FedEx website.
RETURNS, EXCHANGES, AND ORDER PROBLEMS
Q. What is your return policy?
A. We'll refund or credit the value of the item and any taxes you were charged within 30 days of your receipt of the item. Shipping charges are nonrefundable, except in cases when an item has been broken in transit. To receive a refund, the original packing invoice should accompany your return.
Credit card purchases will be credited to the card on which it was purchased. All purchases made on a gift card will be refunded for a merchandise credit.
Q. How do I return an item?
A: To return an item by mail, copy the packing slip enclosed in your order, pack it with the item and and mail it to:
Citylivingstores.com / Economy Hardware
ATTN: RETURNS DEPT
438 Massachusetts Avenue
Cambridge, MA 02139
Note: Hand tools are Non-Refundable.
Q. How do I report a problem with my order?
A. If you received a wrong item, or if your order is missing items, please contact us immediately. You can call us at 866-762-9693 or email us at info@citylivingstores.com.
Q. I want to return an item, but I already opened it. Can I return it?
A. Sorry, if a product has been opened and you decide you no longer want it, it cannot be returned. If there is a problem with the product (i.e. damage, defective); please refer to the questions below.
Q. I received my order but it was damaged, what do I do?
A. If it is damaged in transit, please contact us immediately. We will file a damaged product claim with the courier, and once we get that process rolling we will be able to ship out a replacement. We will also reimburse you the shipping cost of returning the item, if you ship it back to us.
Q. An item I purchased is defective, what do I do?
A. Regrettably, manufacturing defects do occur. In the case of a defective product, please contact us and describe the nature of the defect. We will be able to put you in contact with the manufacturer and they will ship out a replacement.
TROUBLESHOOTING
Q. I tried to place my order but my credit card was declined, what do I do?
A. Possible reasons why the credit card would fail are insufficient funds, declined by the credit card company and address verification. Please contact your credit card company for further assistance.
Q. What does "Address provided does not match billing address of card holder" or "AVS Mismatch" mean?
A. An "AVS mismatch", Address Verification error, occurs when the address and/or postal code you provided could not be verified with the records of your credit card company. If you are sure your address is correct, try contacting your credit card company to make sure they have the correct address on file.
Q. Why do I see messages indicating that a page contains secure and unsecure items?
A. Depending on the Internet browser you are using, you may get a message when you progress from one page to another that reads "This page contains both secure and nonsecure items. Do you want to display the nonsecure items?" Many 100% SSL secure pages also contain components which do not need to be secured, such as graphic images (since these components do not contain any confidential information). Non-confidential components can be safely transferred from our normal web server without compromising the security of your confidential information. By sending the non-confidential components of a page from our normal server we can decrease the time required to download the page and make the system function faster. Rest assured that the checkout process on our site (and your information) is secure.
See also: Is my order secure?
PRODUCT AVAILABILITY
Q. How can I tell if a product I see on your website is in stock?
A. We do our best to keep all products in stock at all times. In addition to the website, we have four physical stores of inventory, which helps us keep items in stock.
Q. I saw a product on your website the other day but now it's not, where did it go?
A. The product may have been discontinued, or it may be out of stock temporarily. You can email us at info@citylivingstores.com or call us at 866-762-9693 to find out more.
Contact Citylivingstores.com and/or Economy Hardware
You can email us at info@citylivingstores.com or call us at 866-762-9693.
You may also write to us at:
Citylivingstores.com / Economy Hardware
438 Massachusetts Avenue
Cambridge, MA 02139
