FAQ’s

 

DO YOU SHIP TO MY COUNTRY?

Yes, we ship Worldwide!

HOW LONG WILL MY ORDER TAKE TO ARRIVE?

All orders are processed, verified, and shipped within 2-4 business days.

Once your order has been shipped, the estimated time of arrival is:

US Orders:

  1. USPS Priority Mail (2-3 business days)
  2. USPS Express mail (Guaranteed in 2 business days, 1 business day in most cases) Express is NOT overnight.

International Orders:

  1. USPS Priority mail (10 -20 business days)

CAN I TRACK MY ORDER?

You will receive an email once your order has been dispatched from our location which will contain your USPS Tracking Number. Please keep in mind that it may take USPS up to 48 business hours to provide tracking updates. If you see a "not found/error" message when attempting to track your package, please allow 48 business hours for an update to be shown.

IS THERE A NUMBER I CAN CALL FOR CUSTOMER SERVICE?

Feel free to contact us Monday-Friday 5 PM-8PM (CT) at (870) 292-6133.

I HAVEN’T RECEIVE MY ORDER YET, WHAT SHOULD I DO?

We’re sorry to hear that. Please check your shipping method and confirm that the shipping time frame has passed. If the timeframe has passed, email us at info@thirteenthave.com with your order number.

WHY IS THIS PRODUCT NO LONGER IN STOCK?

We understand how frustrating it is that the item you are you're totally in love with is currently out of stock. We often restock our hottest items and if that is not possible we replace them with a similar style. Please keep checking back on our site and social media pages for any restock updates.

I PLACED MY ORDER AND MY SHIPPING INFO IS INCORECT, WHAT SHOULD I DO?

If your order has not shipped, we may be able to help. But we can’t make any promises. You can email info@thirteenthave.com with your order number and we'll see if we're able to help.

CAN I MODIFY/CANCEL MY ORDER?

No, we are very quick at processing orders to make sure that you receive yours as soon as possible. Once an order has been placed, we are unable modify/cancel it. We are happy to provide a store credit once you receive and return it according to Return Policy.

CAN I EXCHANGE OR GET A REFUND FOR MY ORDER?

At this time, we do not offer exchanges or refunds. If you're not satisfied with your purchase you have 7 days from the delivery date to return the item for a store credit. Follow our Return Policy.

HOW DO I RETURN MY ORDER?

We want all our customers to be happy with your purchase. You can return any unwanted item back to us within 7 days of delivery date unless marked final sale. Returned items must be in their original and unused condition with tags attached. Please note we cannot credit any sale products, formal gowns, swimwear, bodysuits, and accessories. Shoes must be in original box and unworn. 

For all returns, include your original packing slip with your reason for return. Be sure the packing slip is in the packaging with the item(s) being returned.

Return your order to: 

Thirteenth Avenue

P.O. Box 9445

Pine Bluff, AR 71611 

Please be aware that returns costs are to be paid by the customer. Keep the return tracking number for your return package to monitor delivery status. We are not responsible for lost or stolen packages.

WHY HAS MY ORDER BEEN CANCELLED?

Sometimes our items sell out very quickly due to such a high demand and on occasions an item you have ordered can suddenly become unavailable. We promise that these cases are rare. If an item in your order sells out, we will contact you within 48 hours to confirm the cancellation of your order. If your order contains additional items, we will dispatch the rest of your order and refund the out of stock item. In other cases, if the billing information and shipping addresses cannot be verified through our merchant your order may be cancelled. In this case, you will need to try replacing your order using an alternate payment method.

WHAT HAPPENS IF I FORGET TO USE A DISCOUNT CODE?

Once your order has been placed we will not make changes to your total as we are unable to manually add the discount. Please note that this discount may be used on your next order if the code is still valid.

WHY WON'T MY DISCOUNT CODE WORK?

Your Code: Have you entered the code correctly? Our codes are case sensitive, try copying and pasting the code into the Promo Code box just before checkout. Expiration Date: Please look at the terms and conditions of the discount code to make sure this offer is still valid. Eligible Items: From time to time we offer discount codes for selected items only and this will be stated in the terms and conditions of the discount code. Unique Codes: If you are lucky enough to receive a unique code from us, please note that it cannot be used in conjunction with any other discount code and the code can only be used once.

HOW LONG DOES IT TAKE TO RECEIVE A STORE CREDIT?

When we receive your return, we will process the return within 3-4 business days. Once your return has been processed and your return has been processed and your store credit issued, you will receive a store credit code at the email address which you provided at the time of your purchase. Please check your email inbox and spam folders for this gift card/store credit code.

I RECEIVED THE WRONG ITEM(S); HOW SHOULD I GO ABOUT RETURNING IT?

If you received the wrong item(s), firstly, we apologize! E-mail info@thirteenthave.com with your order number, incorrect item, and what you are missing from your order. We will take care of you!