The Visionary Store FAQ About Your Order I just placed my order. Can I still make changes to my cart Unfortunately, once an order has been placed, we are unable to add or remove items. Can I cancel my order? Unfortunately, once an order has been placed, we are unable to make a cancellation. You can, however, always return your items to us for credit or a full refund within 30 days of your order date. Please call Customer Care at 323-506-0737, Monday through Friday, from 9AM to 6PM, PST and we can happily assist. Can I update my shipping address? Yes, as long as the order has not yet shipped. Please call Customer Care at 888-505-0897 and we will do our best to accommodate. Why haven’t I received my entire order? We do our best to ship your order in full. However, in the rare case that an item is unavailable, we will notify you via email and refund you for any missing items. Orders that contain more than one item may be shipped separately. When an order is split, you will receive a unique tracking number for each separate package in your shipment. There are no additional charges for shipping and orders will arrive at or near the same time. Do you offer gift wrapping? Yes. At checkout, you will be presented with an option to add a hand-wrapped gift box for $6.99. How does preordering work? We offer select items for preorder. If you order both preorder and in-stock items in a single order, in-stock items will ship within 1-2 business days. Preorder items will ship separately as soon as they become available. You will be charged for each item (plus applicable tax) at the time the item ships. Unfortunately, promo codes are not applicable to preorder items. You may still use a promo code on an order that includes a preorder item, although it will only be applied to in-stock items. If you would like to cancel your preorder item, please contact customer care at thevisionaryguide@gmail.com or 323-506-0737. If the item has not yet shipped out, we will accommodate your request. Prices/Sales/Promo Codes Do you charge sales tax? Yes, we charge sales tax in most states. The tax will be reflected at checkout once you update your shipping address. I forgot to use my promo code—what do I do? Please contact thevisionaryguide@gmail.com. As long as your purchase is eligible for the promo code, we will refund the difference to the card we have on file or issue store credit. Promo codes are not applicable to items that are purchased on sale. My purchase went on sale right after I ordered it. Can you honor the sale price? Please contact thevisionaryguide@gmail.com ASAP. If the item went on sale within 24 hours after you purchased it, we can honor the sale price. We will refund the difference to the card we have on file or issue store credit. Please allow up to 3 business days for the refund to hit your bank/credit card (sometimes longer depending on your bank). Why doesn’t my promo code work? Promo codes can only be applied to full price items, unless otherwise stated. Once a promo code is used, it cannot be used again for another order. Promo codes are non-transferable. Do you offer any first-time customer discounts? On occasion, we may offer discounts for new users. Sign up for our email list for exclusive access to discounts and offers. Shipping Policy Do you charge sales tax? Yes, we charge sales tax in most states. The tax will be reflected at checkout once you update your shipping address. I forgot to use my promo code—what do I do? Please contact thevisionaryguide@gmail.com. As long as your purchase is eligible for the promo code, we will refund the difference to the card we have on file or issue store credit. Promo codes are not applicable to items that are purchased on sale My purchase went on sale right after I ordered it. Can you honor the sale price? Please contact thevisionaryguide@gmail.com ASAP. If the item went on sale within 24 hours after you purchased it, we can honor the sale price. We will refund the difference to the card we have on file or issue store credit. Please allow up to 3 business days for the refund to hit your bank/credit card (sometimes longer depending on your bank). Why doesn’t my promo code work? Promo codes can only be applied to full price items, unless otherwise stated. Once a promo code is used, it cannot be used again for another order. Promo codes are non-transferable. Do you offer any first-time customer discounts? On occasion, we may offer discounts for new users. Sign up for our email list for exclusive access to discounts and offers. Returns Returned to Sender & Refused Packages This can happen if 1) an address is invalid or missing information 2) the carrier is unable to deliver your package 3) the order is refused by the customer at the time of delivery. Returned to sender or refused packages will be restocked and you will be issued store credit in the form of an E-Gift Card minus the initial shipping charge. We are unable to replace or reship in these instances as all returned shipments are processed by our Returns Department. Instead, please use the E-Gift Card to place a new order using the correct address. Keep in mind that we do not guarantee your items will be in-stock at the time of your reorder. Note: We are unable to make changes to orders that are placed on our system. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring delivery. does not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase. Reserved Rights Regarding Returns Reserves the right to solely define and limit, refuse, and/or reject returns from customers at any time due to: An irregular or excessive returns history indicative of “wardrobing;” An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items; or, Potential fraudulent or criminal activity. Similarly, reserves the right to refuse service (both in-store and online) to any customer or entity, due to similar actions as noted above. Non- items sent to our Distribution Center will be discarded upon receipt. Wardrobing & Excessive Returns Our Customer Protection Team handles situations in which a return history may be indicative of fraudulent activity or wardrobing. In these situations, the Customer Protection Team will reach out to discuss the situation and work with you to either resolve the issue or determine if we need to refuse service going forward. While we never want to reject a we must ensure the safety, welfare, and comfort of all across the globe. Shoe Return Policy We accept shoe returns up to 30 days after delivery of your order so long as the shoes are unworn, show no signs of wear, and are returned in their original packaging along with the original packing slip. Complete a returns request form (included in your original packaging or by downloading and printing this form), and include it in your return package. Note: Shoe returns are subject to all standard returns policies and procedures. Alternatively, if you choose to return shoes to one of our retail store locations, the return will be honored with a store credit valid only for use in-store. Final Sale Items All items with prices ending in $ .00, .96, .97, and .98 are considered Final Sale and cannot be returned for store credit. Bodysuits, swimwear, undergarments, beauty products, cosmetics, accessories, and “Party Wear” (such as Halloween costumes) are also considered Final Sale and non-returnable. Note: Should you choose to return a Final Sale item, reserves the right to apply a 50% restocking fee so long as the item is sent back in accordance with our Return Policy and is in a resalable condition. Exchanges Because we can’t ensure we will be issued the style/size they desire by the time their returned items come back to the Distribution Center, we are unable to accommodate exchanges by mail. Instead, we welcome you to return your item(s) in accordance with our Easy Returns policy and repurchase the item(s) in your desired size or style once your store credit is issued. In addition, we do not accommodate exchanges for purchases made in-store as we cannot guarantee the item purchased will be in stock in the size or style desired. We currently only offer in-store credit for returns made in-store. In-store credit is not transferable and can only be used at one of our store locations. Note: Should you choose to return a Final Sale item, reserves the right to apply a 50% restocking fee so long as the item is sent back in accordance with our Return Policy and is in a resalable condition. Damaged Items Should you receive a damaged item, please take a photo of the item which clearly displays the damage and email the photo to our Customer Care team along with a description of the damaged item and your Order Number. Once we receive your email and assess the damage, we will be in contact with you to determine the needed outcome. Defective, Incorrect, or Missing Items Upon receiving your order, please thoroughly check the delivered items. Should you receive an item that is defective, incorrect, or you believe that you are missing an item: please email within two (2) days of delivery. Include a photo and description of the issue along with your Order Number to ensure a speedy resolution. In-Store Returns Upon returning the item, you will receive store credit in the form of store credit to use in-store. Please keep in mind that store credits issued in-store must be used on an in-store purchase and are not transferable to our online store, even if the original purchase was made online. Note: Men’s clothing cannot be returned in stores. Any men’s clothing will have to be returned by mail. Returns by Mail Complete a returns request form (included in your original packaging or by downloading and printing this form), and include it in your return package. If the return request form is not filled out correctly, your return may experience delays in processing. Kindly note that if you neglect to include the correct Order Number on the return form and/or the correct return item(s), we will be unable to process your return. Additionally, multiple order returns must be accompanied by separate return forms for each order. Alternatively, you may use the packing slip(s) provided with your order(s) to return; simply mark your packing slip and include the appropriate Return Reason code next to the item indicated on the packing slip. Pack your item(s) securely in the original product packaging. All items must be returned in original condition (including all paperwork, packaging, and accessories) with tags attached. All items must be unworn, unaltered, and unwashed. Should you choose to return a Final Sale item, reserves the right to apply a 50% restocking fee so long as the item is sent back in accordance with our Return Policy and is in a resaleable condition. All return shipping charges must be prepaid. We do not accept COD deliveries; they will be rejected. U.S. customers: we recommend sending your return via our Online Returns Portal. International customers: we recommend sending your return along with a tracking number and insurance, as we are not responsible for lost or stolen packages. Store Credit Store credit in the form of an E-Gift Card will be issued for your return item(s) once your package is received and processed at our Distribution Center. Please allow up to 5-7 business days for our Returns Department to process your return once delivered. Your E-Gift Card covers the purchase price of each item and tax, if applicable. does not issue store credit for the original shipping charges. Stale Returns Requires items to be returned within 30 days of the delivery date, as stated in our Returns Policy. Returns received in our Distribution Center or retail locations after 30 days are considered to be “stale” returns. Alternatively, reserves the right to apply a 50% restocking fee for Final Sale or stale items. We will apply a 50% restocking fee to any stale item(s) sent back in resalable condition and in accordance with our Return Policy when processed at our Distribution Center. An E-Gift Card will be issued to you by email following our normal returns procedure.
