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Customer Service


Customer Service
Thank you for choosing downtownfeathers.com - At downtownfeathers.com, we work hard to provide our customers with the best possible customer service. See the FAQ's below for answers to commonly asked questions. If you don't find an answer here, please let us know!

FAQ’s
Contact Information
Down Town Feathers, LLC
699 Cross Street, Suite 105
Lakewood, NJ 08701

Toll Free: 1-855-503-3818 FREE 

mark@downtownfeathers.com


Ordering Online
Site Security – Is your web site secure?
Can I place my order over the phone?
What are my payment options?
Online Order Status - How can I check the status of my order?
Confirmation of orders
Will I be taxed?
Returns
What is your Return Policy?
Returns & Exchanges
Ordering Online
Is your web site secure?
Shopping with your credit card with Down Town Feather is guaranteed to be safe and secure.

We take extensive steps to process thousands of Internet transactions securely and safely. Our secure server software (SSL) is the industry standard for securing credit card transactions over the Internet.

This software encrypts all your personal information into an unrecognizable code that is securely transmitted from you to us. When this encrypted information reaches our secure server, we translate it back to its original form and store it safely offline and inaccessible through the Internet.

To continue our commitment to your security, every credit card processed is run through an address verification process to verify that the card is registered to the billing address on the order.

We are dedicated to providing you with a secure, worry-free shopping experience.

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Can I order over the phone?
Absolutely! We understand it's sometimes easier to talk to a "real person " when placing an order. Call us anytime Monday thru Friday between 9am and 5pm Eastern time. Our number is: 1-855-503-3818 FREE

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Payment Options
We accept Visa, Mastercard, American Express, or Discover as forms of payment. We will obtain an authorization on your card at the time of your order for the full amount of your order. Please note that this may appear temporarily as a charge on your account statement, but it is an authorization only and usually will go away after 24-48 hours.

Re-authorizations after the initial order
We also obtain authorizations for the outstanding balance of your order if a) your order partially ships or b) the existing authorization is about to expire. Should the re-authorization not be successful, we will contact you for new payment information. If we are not able to obtain a valid authorization, we reserve the right to either cancel your order or charge your card for the outstanding balance of your order. If, after we charge your card as a result of not being able to re-authorize, you wish to cancel your order, please contact us and we will refund your card provided that your order has not yet shipped.

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Online Order Status (Tracking info and more)
When you place an order with us, you will receive a link that will allow you to track that order. Once your order ships you will receive another email with tracking information (if available).

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Confirmation of orders
After placing an order you will get a confirmation email within 10 minutes. If you place an order with us and don't get an confirmation email check your "junk" mail folder - it will probably be in there; otherwise, shoot us an email and we'll get you set up.

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Tax
You will only be charged tax if you are a resident of New Jersey. We are required by law to charge sales tax on orders shipped to New Jersey addresses at the rate of 7%, which is calculated and itemized during the online ordering process. No sales tax will be applied to orders shipped to addresses in other states.

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Returns & Exchanges
Returns
We want you to be happy with your order! With some exceptions (see below), if you are not satisfied with your order you may return it within 30 days of your receipt of merchandise for a refund of the purchase price less shipping fees. There are NO RESTOCKING FEES! We do, however, require that you pay to ship the item back to us, and any shipping fees originally paid on your order are non-refundable. Here are the exceptions and clarifications:


Products must be returned to us in their original condition and in their original packaging complete with all tags, instructions, and inserts.
We cannot accept returns of merchandise that are used, laundered, or soiled. Health department regulations do not permit us to accept open packages of bedding including: sheets, Duvets, mattress pads, pillow cases, and pillows for refund or credit. After we have received your return, inspected it, and approved it for a refund, we will credit the approved refund amount to the credit card used to purchase the returned item(s).
Please contact us at 1-855-503-3818 FREE or e-maill us at returns@downtownfeathers.com and we will give you a RA# and return shipping address in order to complete your return. Once we receive your return, please allow 3 business days for processing.
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Exchanges
We accept exchanges, you can exchange an item by returning it to us and placing a new order for the item(s) that you would like in place of the original order.

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