| 1. Where can I find my tracking number? |
| Tracking numbers are usually emailed to the customer. Also you can go to your "Orders" when you log into your account to the tracking number. If the tracking number is not shown even though the order status is "Shipped Out", please email us so that we can provide the number. |
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| 2. What method of shipping do you use? |
| The primary shipping method use is UPS Ground only. However, other shipping methods are used when it is requested or for international shipping. To use other shipping method, please make note on "Add Comments About Your Order" section, during the check out process. |
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| 3. How long does it take for my order to be Shipped Out? |
| Orders placed before 12PM (PST) are usually shipped on the SAME DAY as long as payment has been confirmed. All other orders will be shipped the FOLLOWING BUSINESS DAY. During high volume, order shipments may be delayed. |
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| 4. If I entered the wrong shipping address for an order can I change it? |
| To change the shipping address, please give us call. We do try to send out all our orders as soon as possible. |
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| 5. Do you take C.O.D orders? |
| No we do not take C.O.D (Cash On Delivery) orders. |
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| 6. How much is your minimum order? |
| We do not have minimum amount you have to buy but the goods are sold in pre-packs only. So, you would have to buy at least a pack to complete the transaction. |
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| 7. Do you give net terms? |
| Sorry, we do not offer net terms. |
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| 8. How can I pay for my order? |
| You may choose between our two current payment types, Credit Card (Visa, Master Card, American Express, Discover) or PayPal. Please visit our Payment Method section. |
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| 9. How can I return or exchange my merchandise? |
| You must receive an Authorization Number before you are able to return merchandise back to us. Please visit our Shipping and Return page. |
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| 10. Do you accept phone or fax orders? |
| We do NOT take Fax or Phone Orders. This is mainly because we need to receive the credit card information and keep it stored, which is a great liability for the customer as well as www.vanillamonkey.com. Authorize.Net our payment process gateway program does not store any credit card information. The server of www.vanillamonkey.com also does not store any customer's credit card information. |
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| 11. Can I order from out side the United States? |
| Yes, we can ship internationally. However, only the serviceable countries are shown during the user sign up process. If your country is not listed, please send us the inquiry and we will review the possibility. |
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| 12. How can I check the status of my order? |
| You can check the status of your order by the email notifications that are sent to you. Also you can log into your account. Go to "My Account" and then go to "View the orders I have made". |
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| 13. How can I print my order invoice? |
| You can print your invoice by logging into your account. Click on "My Account" and then "View the Orders I have Made". From here you can choose the specific order you want to print. Use the Internet Browser option to print the order. |
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| 14. How can I cancel my order? |
| We are so sorry to hear that you want to cancel your order. If you wish to cancel your order, please notify us immediately. For orders that have already shipped out, we are unable to cancel your order. |
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| 15. Do I have to pay sales tax? |
| No. Sales are only for resellers. Wholesale Only. |
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| 16. Where can I get a reseller's permit number? |
| Reseller's permit number or tax ID number is given, by the city office, which your business is registered under. This number is required to register and sign up with our site. Moreover, reseller"s or tax ID number will be validated. For more information please refer to the "Sales Tax / Reseller's Permit or Tax ID" section in the Store Policy |
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| 17. I have my website. Can I use your images? |
| Yes you can use our pictures on your site. However, you need to receive confirmation and validation from us through email before you start using the images.
To save the image you need to be logged into your account. Select the specific item. Click on "Review", and then click the image to enlarge. Once a pop-up window is shown with the enlarge size of the image, right click on the image and then save the image. |
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| 18. Do you do private labeling? |
| Yes, Private Labeling requires a minimum orders depending on the style and fabrication.
Please contact us for more details |
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| 19. Why are the prices not shown? |
| Prices are only displayed when user is logged into their account. Since this site is wholesale only, prices are shown to those that are registered with a valid reseller's or tax ID number. |
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| 20. Do you drop ship? |
| Sorry. We do not offer drop shipping at this time. |
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| 21. How do I contact you? |
| You may contact us through email or by calling us. Please visit our Contact Us page. |
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