Question 1

How long will it take to receive my order?

Accepted Answer

Typically, it takes 3-5 business days to receive your order. We’re doing our best to deliver it promptly for you.

Question 2

Can I cancel my order?

Accepted Answer

Once an order is in the fulfillment process, we are unable to process a cancellation. Typically, most orders ship same or next business day. Up to a point, you are able to cancel your order, however once the order is packed for shipment, we are unable to cancel it. To request a cancellation, please contact customer.service@secondipity.com to initiate the request. If we are able to cancel the order, a response will be sent confirming the cancellation and a refund will be issued. If we are unable to cancel the order, tracking information will be provided and you may refuse the shipment at the time of delivery or request to return the item once it’s been delivered and a pre-paid shipping label will be provided to ship the item back for a refund.

Question 3

How to track my order?

Accepted Answer

Please track your order at our Tracking page https://17track.net/en

Question 4

Do you ship internationally?

Accepted Answer

Yes, we do ship internationally via freight forwarders. Please review the return policy regarding international purchases.

Question 5

I never got my order, what to do?

Accepted Answer

Please make sure you tracked your order from our Tracking page. You are welcome to call us at 877-637-3300 or email us at customer.service@secondipity.com. We are open M-F 8am-5pm CST.

Question 6

What are your shipping options and costs?

Accepted Answer

We currently offer free ground services for all items. We use UPS, USPS, and FedEx to ship all qualifying orders. We do not offer shipping to APO, FPO or PO boxes. Tracking information will be provided for all shipments via email once the item ships.For larger items that cannot be shipped UPS, we utilize a nationwide delivery service for freight shipment.

Question 7

Can I expedite my shipping?

Accepted Answer

We currently do not offer expedited shipping however we are working on adding this in the near future.

Question 8

What do I do if my order is delayed?

Accepted Answer

Under most circumstances, we ship your order within 1-2 business days of purchase. If for any reason you do not receive tracking information, please reach out to our team. customer.service@secondipity.com or call 877-637-3300 8am-5pm Central time M-F (excluding holidays).

Question 9

Can I change my shipping address after I placed my order?

Accepted Answer

Typically, most orders ship same or next business day. Up to a point, you can change your shipping address once the purchase is confirmed, but once the order is packed for shipment, we are unable to make any changes. To be sure your order ships to the correct address, please verify your shipping address is correct before placing an order. To request a change to your order, please contact customer.service@secondipity.com to initiate the request.

Question 10

What is your return policy?

Accepted Answer

At Secondipity, we want you to be satisfied with your purchase. If your item does not live up to your satisfaction, we will take it back within 30 days from the date of purchase. Please see the FAQ for our extended guarantee during the holiday season. All returns do require authorization, so please go to our returns portal to initiate a return.

Question 11

Can I exchange an item?

Accepted Answer

You can exchange an item with a higher-price item or the same item with a different size. See detailed policy here.

Question 12

What items are non-returnable?

Accepted Answer

Only items marked "non-returnable" in the item listing are ineligible for return.

Question 13

When will I receive my refund?

Accepted Answer

Once the return tracking number has been scanned by the carrier and shows to be tracking back, the refund will be processed. Credit card refunds can take up to 5 business days to receive the funds, depending on the financial institution.

Question 14

Do I have to pay for return shipping?

Accepted Answer

If a return is authorized, a pre-paid shipping label will be provided to return the item. If a customer chooses to pay for their own label, we do not refund any return shipping charges.

Question 15

Can I return or exchange items bought on sale?

Accepted Answer

Yes, we often offer sales promotions or discounted prices, any item we list is eligible for our 30 day money back guarantee, unless the item is marked in the listing as "sale is final-no returns/exchanges". You can view our customer return's portal here

Question 16

How do I create an account?

Accepted Answer

You can create an account by using our create an account page here.

Question 17

I forgot my password, how do I reset it?

Accepted Answer

No problem, CLICK HERE to reset your password.

Question 18

How do I update my account information?

Accepted Answer

Log into your account, under My Account, select "Profile".

Question 19

How do I subscribe or unsubscribe from your newsletter?

Accepted Answer

After you log into your account, under Profile, you can you update your preference. You will want to sign up for our exclusive deals.

Question 20

How do I contact customer service?

Accepted Answer

You can reach us by email or phone.customer.service@secondipity.com877-637-3300  8am-5pm Central time M-F (excluding holidays)

Question 21

What are your customer service hours?

Accepted Answer

8am-5pm Central time M-F (excluding holidays)

Question 22

Do you offer live chat support?

Accepted Answer

We do not currently offer live chat support but are working on adding this. You can reach us by phone or email. customer.service@secondipity.com877-637-3300  8am-5pm Central time M-F (excluding holidays)

Question 23

How do I know if an item is in stock?

Accepted Answer

Items will show an "Out of Stock" on them if they are not available. All other items are in stock and are ready to ship from one of our many warehouse locations.

Question 24

What sizes are available?

Accepted Answer

All product pages will show the different sizes that are available. If you do not see the size  or color listed, then unfortunately we do not have it available.

Question 25

What materials are your products made from?

Accepted Answer

Within each product description, you will find the material details.

Question 26

How do I place an order?

Accepted Answer

All you have to do is create an account, place the item(s) into your cart and then check out. If you have any questions, please feel free to reach out to us.customer.service@secondipity.com877-637-3300  9am-6pm Central time M-F (excluding holidays)

Question 27

Why was my payment declined?

Accepted Answer

We utilize a 3rd party verification check when processing order payments. A payment may be rejected for any number of reasons, and may include international IP address, the billing or shipping address is on a list of restricted entities, payment authorization is declined by the financial institution for bad expiration date, bad CVV, or billing address does not match. We are not always made aware of the reason why the payment was refused/declined. We ask that you please check with your financial institution to make sure the information being entered on the order matches the financial institution’s information.

Question 28

Can I change my billing address?

Accepted Answer

Yes, you can. You will want to login to your account, under My Account, select Profile and then select edit on Saved Addresses.

Question 29

How do I get a copy of my invoice?

Accepted Answer

Login to your account, under My Account, select Orders.

Let customers speak for us