At Sanctuary Clothing, we want to make your shopping experience as easy as possible. This page has been created to provide answer the most common questions we receive regarding the shopping experience.
 

ORDERING AND PAYMENT
HOW DO I PLACE AN ORDER?
WHAT PAYMENT METHODS DO YOU ACCEPT?
WILL I BE CHARGED TAX?
WHAT IF I HAVE A QUESTION?
HOW WILL I KNOW THAT MY ORDER WAS ACCEPTED?
CAN I ADD OR REMOVE ITEMS FROMY MY ORDER ONCE IT IS SUBMITTED?
CAN I CANCEL MY ORDER AFTER IT HAS BEEN PLACED?

HOW DO I PLACE AN ORDER?
When you see an item you like, click on "add to basket" and continue shopping until you are ready to complete your purchase. Then, click on "basket" to confirm your items. After you have made any changes and updated the quantities as desired, click on "checkout now" to finish.
02_WHAT PAYMENT METHODS DO YOU ACCEPT?
SanctuaryClothing.com accepts:
>> Visa
>> MasterCard
>> American Express
>> Discover

WILL I BE CHARGED TAX?
If you live in, or ship your order to, a state where Sanctuary Clothing maintains a physical presence, we are required to charge you local sales tax on your purchase. We collect tax for deliveries to the following state: CA. The tax rate applied to your order will generally be the combined state and local rate for the address where your order is shipped. We are required to collect tax on shipping charges where applicable.
WHAT IF I HAVE A QUESTION?
We will do our best to answer any questions that you may have. Click here for contact information.


HOW WILL I KNOW THAT MY ORDER WAS ACCEPTED?
After you click "Submit Order" an e-mail confirmation including an order number will be sent to the e-mail address entered when the order was placed. You can also check the status of your order by clicking on "Accounts/Register" at the top of any page. Sign in to access your account by entering your email and password. Then, click on "Order History". Click on an order number to view the entire order. If the order has shipped, click on the tracking number to track the status of your package. You can expect to receive your package in approximately five to seven business days from the date the package shipped.

HOW CAN I ADD OR REMOVE ITEMS FROM MY ORDER ONCE IT IS SUBMITTED?
Once you have submitted your order, processing begins shortly thereafter. During this time we may be able to add or remove items from your order. Once an order is being packed at our Distribution Center we are no longer able to modify your order. Please call us at 888-635-5251 as soon as possible to either add or remove an item from your order.
CAN I CANCEL MY ORDER AFTER IT HAS BEEN PLACED?
We are able to cancel an order immediately following submission and during the processing timeframe. Once an order has been packed or shipped, we are no longer able to cancel it.

Shipping Information


HOW WILL MY ORDER BE SHIPPED AND HOW MUCH WILL I BE CHARGED?
CAN MY ORDER BE SHIPPED INTERNATIONALLY?
HOW WILL I KNOW IF MY ORDER SHIPPED?
WHEN WILL I BE CHARGED?


HOW WILL MY ORDER BE SHIPPED AND HOW MUCH WILL I BE CHARGED?
Most orders will ship out within a day of ordering (we do not ship Saturdays, Sundays, or holidays), however some orders will take 24-48 hours to process. Your order will be shipped via standard shipping unless you select an alternative. Once it is shipped, orders are generally received within 7 business days.

We will happily ship orders to all US states and territories, APO/FPO addresses, and Canadian addresses. Orders shipped to APO/FPO, Alaska, Hawaii and US territories addresses will ship via USPS Priority Mail and cannot be expedited.



If Standard Shipping is selected, your order may ship via Fedex, DHL, USPS or UPS Ground. Your Shipping Confirmation Email will tell you which carrier is handling your package and how you can track your package.

What are your shipping fees?


Shipping fees are determined by the weight and/ro dimensional weight of the item and vary per carrier. The total shipping charges will be displayed in during the checkout process.

CAN MY ORDER BE SHIPPED INTERNATIONALLY?
We ship to all of the United States and territories, APO/FPO addresses and Canada.

Most orders shipped to Canada will be assessed our standard delivery charge of $9.95 and an additional $45 for duties and taxes. The additional charge will cover all duties and taxes for entry into Canada, and should speed delivery times to your door. We apologize for the amount of this charge...we don't understand why it costs so much to ship north of the border either.

Orders sent to Alberta, Manitoba, Newfoundland and Labrador, Nova Scotia, Ontario, British Columbia, New Brunswick, Prince Edward Island and Saskatchewan will be shipped via UPS and are generally received within 7-10 business days from the date of shipment.

Orders shipped to the Northwest Territories, Yukon and Nunavut will ship via United States Postal Service and are generally received within 7-10 business days from the date of shipment. Please be advised that orders shipped to this region may be charged additional duties and tariffs by the Canadian government. Payment is the responsibility of the customer.

We regret that we are unable to ship to Canadian PO Boxes. Unfortunately, Canadian orders cannot be expedited. Some items are not available for export, including all large furniture items. All SanctuaryClothing.com prices are quoted in U.S. dollars, and your credit card company will calculate the exchange automatical
HOW WILL I KNOW IF MY ORDER SHIPPED?
Once we're finished preparing your order, you will receive an e-mail informing you that the order has shipped. Information about any backordered or cancelled items will be included in a separate email. You may also view your order online by logging into your account and selecting "Order History."
WHEN WILL I BE CHARGED?
Once your order has shipped, your credit card will be charged. You will only be charged for the items that are shipped to you, along with appropriate shipping and tax, where applicable. Orders are subject to verification and acceptance before shipping. We are not responsible for errors made during order, address or credit card entry.


What is your return/exchange policy?

We guarantee our merchandise to be free of manufacturing defects and will accept any defective item for refund or exchange. Unwashed, unworn, unused or defective merchandise may be returned within 21 days after purchase for an exchange or refund. Merchandise received after 21 days will be subject to a 15% restocking charge. Merchandise received after 60 days will only be accepted at our discretion for a store credit.
We will only refund shipping charges if we sent the wrong item or the item sent was defective. If you are making an exchange because you would like a different size, style or color, you will be charged for shipping on your exchange. The return/exchange value is determined by the last retail price of the item.

Please note: We do not accept returns on products that were not purchased via this website.
Please use the most economical shipping method for your return. Due to security constraints, we cannot reimburse you for an amount greater than your purchase amount.
Returns & Exchanges will only be accepted with a completed return form. Log into your account, click on "View Order" and on the following page click on the "Return or Exchange Items" link. Follow the easy steps, print the final page and include it in your return box.

 

 

Where do I ship my return or exchange?

Returns and exchanges must be mailed to the address on our return form. You must use our return form to properly process your return/exchange. Go here, log in, click on "View Order" and on the following page click on the "Return or Exchange Items" link. Follow the easy steps, print the final page and include it in your return box.

 

 

How should I ship my return or exchange?

Pack and seal your box securely, in the original package if possible. To be properly processed, you return/exchange must include a completed return form. Go here, log in, click on "View Order" and on the following page click on the "Return or Exchange Items" link. Follow the easy steps, print the final page and include it in your return box. You should ship your return/exchange with a carrier who will provide your package with a tracking number to ensure that your package does not get lost. Packages must be returned prepaid. We do not accept COD.

 

 

When will my credit card be refunded?

Once your package has been received, your refund or exchange will be processed within 3-5 business days. If there is a refund due, a credit will be issued in the original form of payment.
The credit may not show up until your credit card's next monthly billing cycle. You will be notified via email to the address listed on your order when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us.
 
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