FREQUENTLY ASKED QUESTIONS
Have a question about an order or any of the Preppy Pineapple policies? This is the page for you! If you found we didn't answer your question in the sections below, please reach out to: heygirls@preppypineapple.com
RETURNS
NO CASH REFUNDS. ONLY STORE CREDIT WITHIN 14 BUSINESS DAYS FROM THE DATE OF DELIVERY.
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- Merchandise may be returned for STORE CREDIT ONLY and must be within 14 business days from the date of delivery. All original shipping fees are non-refundable. Any Loyalty Amounts earned will also be retracted when processing your return.
- All returned items must remain unwashed, unworn, and unused condition. They MUST have no visible wear/smell (this includes deodorant and makeup marks) or your return will not be processed.
- The following items are deemed FINAL SALE and are NON-RETURNABLE: shoes, leggings/jeggings, jewelry/accessories, handbags/totes, bralettes/tank tops, bathing suits, makeup, consumable goods, seasonal items, and any sale/clearance, secondary offer items.
- EXCESSIVE RETURN POLICY: Only 6 returns per calendar year are accepted. After 6 returns, a 15% restocking fee will be added. If returns are still being made after the 15% restocking fee, we reserve the right to not accept any future orders.
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Unfortunately due to quick processing times orders are unable to be cancelled after they've been placed.
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We encourage you to return our entire policy before you place an order. If you return an item that is listed as non-returnable, you will NOT get a refund or store credit and your item will be donated.
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TO MAKE A RETURN:
- If your item was purchased in-store, please return it to the store. As long as your return is eligible, you will be issued your credit at that time.
- If your item was purchased on the APP or website, please complete the Return Form that was included with your package and include it with the item(s) you are returning.
- You are responsible for the shipping and handling costs of the returned item(s). We recommend shipping Priority Mail or purchasing shipping insurance as we will not be held responsible for any lost, stolen, or damage caused by the shipping service you chose for the return.
- When your package is received, please allow 5-7 business days for our Return Department to process your return.
- Once your return is processed, a store credit will then be sent to the email address provided at checkout.
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TO MAKE AN EXCHANGE:
To exchange your item(s), please refer to the above Return Policy to ensure that your exchange meets the criteria stated. Our inventory turns quickly and we can not guarantee exchanges will be available in the size you want. To expedite you getting the size you need please follow the below instructions.
- Place an order for the item you wish to exchange in place of your original item.
- Complete the Return Form that came with your item and include it inside the package with the item(s) you are returning.
- In the Comments/Explanations section on the back of this slip, please write your new order number.
- Once your return is received we will issue you a refund to your original form of payment within 5-7 business days of receipt. You will receive a return confirmation showing the refund to the email address provided at checkout.
SHIPPING & DELIVERY
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All orders placed before 3 PM are shipped the same or next business day with the exception of Friday afternoons, Saturday, & Sunday orders which will be shipped the next business day. Weekends and holidays are not business days so please allow for that when estimating your shipping time. During seasonal holidays and large sales events, please allow 2-3 additional days for shipping.
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FREE SHIPPING starts on orders of $100. All other orders are $8.99 flat rate shipping.
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- ORDERS CAN NOT BE CANCELLED! In order to maintain our fast and efficient processing times, we are unable to make any changes to a confirmed website/APP order. The checkout process offers multiple opportunities to confirm your order. Please be sure your order is correct before submitting including address, sizes, personalization and quantities.
- All orders are shipped either First Class or Priority Mail via the USPS.
- All orders for footwear are shipped without the box.
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- We do ship to Canada or other places, however, additional postage will be charged and an invoice for those additional fees will be emailed before we are able to process your order.
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WE ARE NOT RESPONSIBLE FOR PACKAGES ‘DELIVERED NOT DELIVERED’, DELIVERED TO THE WRONG ADDRESS, OR STOLEN.
Please check with your neighbors to make sure that they did not receive it. If they do not have it please physically go to your local USPS and give them the tracking number. Once you provide them with this tracking they can give you the GPS coordinates of where that package was scanned when marked as delivered down to a 6-foot radius. Unfortunately, in rare occurrences, you may need to file a police report for a lost package if you are not successful in finding it.
Once your package leaves our facilities we do not have any control over its whereabouts. We strongly encourage you to sign up for text notifications at this link (https://tools.usps.com/go/TrackConfirmAction_input) so that you can see your package moving.
If a package is lost or damaged we will work with you to file a claim. Please email heygirls@preppypineapple.com to get assistance. To initiate a claim on your own please click this link (https://www.usps.com/help/claims.htm#). You will need your tracking number and the receipt of your purchase. We will be happy to provide proof of shipping, a duplicate receipt, or the tracking number if needed.
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Please email us immediately and include your order number along with pictures of the damaged item. If we have not sold out of the item then we will send you a replacement along with a prepaid postage label to send the damaged one back to us. If we have sold out of the item, we will send you a prepaid postage label to send the item back to us and we will issue you a refund on your original form of payment.
ORDERS
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Sometimes we do make mistakes and apologize in advance. In regards to where your items are, if those items have not sold out we will ship them to you on the same day you contact us. If those items have sold out then we will refund your original form of payment for the order. Please email us and include your order number and if possible a picture of what you received. Typically we will email you a prepaid return label to ship the item back to us.
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Yes. Call the store immediately and ask to speak to a Manager. We will do our best to switch those sizes out if it is available, however, we ship fast and can't guarantee your request. If you do not reach Customer Service before your order is fulfilled then you will be responsible for returning the item to us.
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Yes you may return for store credit only. You will be responsible for the shipping cost back to us. If you would like for us to email you a label to return to us, please let us know and we will send you an invoice for the shipping cost.
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We accept payments from major credit card companies like Visa, Mastercard, and American Express.
OTHER QUESTIONS
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All of our items are from different vendors so it is hard to post a chart that includes them all. Typically we try to buy from vendors that follow these general guidelines:
Small (2-4)
Medium (6-8)
Large (10-12)
XL (14-16)
2XL (18-20)
3XL (22-24)
We also note in our product descriptions what size our model is wearing normally and whether or not they sized up or down. -
Again, as in the sizing chart question above, each vendor is different. Typically we have found that the 1X is more of a plus size fit with more room through the bust and hip area and is also a little bit longer.
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No our Gift Cards never expire. If you are getting that error message when trying to use one then please contact us.