Frequently Asked Questions
Sometimes we make mistakes. We do everything in our power to avoid them and we hate them as much as you do. We care about our customers, if we we make an error, then we will take responsibility for it and take action to provide you with an appropriate solution. More than 95% of the orders shipped from our warehouse are completed as "perfect orders," shipped without error as ordered in perfect condition. Please contact our Customer Service department if your order has an issue - (877) 577-2801 - or here
When will my order arrive? How much will shipping be?
Standard shipping in the continental US is $7. This method will deliver within 4 business days 98% of the time. If you need your shipment to have a guaranteed delivery, then select one of our other services, 3-day, 2nd day or next day. These services vary in price based on the size and weight of your shipment and the final destination of the package. To find out the exact cost of shipping for your order, please add the items you want to your cart, go to the shopping cart screen and enter in your zip code in the appropriate field. You will be given a shipping estimate.
Here is a breakdown of the guaranteed shipping services:
1. If you order on Monday and select the Next Day Air service, your order will deliver on Tuesday by the end of the day, guaranteed.
2. If you order on Monday and select the 2nd Day Air services, your order will deliver on Wednesday, by the end of the day, guaranteed.
3. If you order on Monday and select the 3 day service, your order will deliver on Thursday, by the end of the day, guaranteed.
4. If you order on Monday and select the 4-day service, your order will deliver on Friday.
5. If you order on Tuesday and select the 4-day service, your order will deliver on Monday of the following week.
6. If you order on Friday and select the Next Day Air service, then your order will deliver on Monday of the following week.
Please visit our US Shipping, Canadian Shipping, and International Shipping pages for more information.
My item is damaged or defective. Will you replace it or issue a refund?
Yes! We stand by our products and our shipments. When we make a mistake we take responsibility for it. If your order arrives with a damaged or defective item please contact us by phone - (877) 577-2801. We will send you a replacement or issue you a full refund for the damaged or defective items, if they are not in stock. In some cases, we will request a digital image of the damaged or defective item for our records. We will then provide you with a FREE UPS return label.
I want to return my item. What should I do?
If your item is damaged or defective we will take care of your return for you - please contact us - (877) 577-2801 or here. If you don't want your order, please return it to us within 45 days of the purchase date by sending it to:
2001 County Rd C2 W
Roseville, MN 55113
You can also visit www.clicktoshopreturns.com and use one of our $8 UPS return labels. Please include your name and order number with your return. Upon receipt of the return, we will issue a refund for the cost of the merchandise. If you would like to order a replacement/replacements you may do so at any time.
I received the wrong item. What should I do?
If you have received an incorrect item, please call us - (877) 577-2801 or contact us here - we will replace it for you or, if we can't repalce it, we will issue you a full refund for the missing item. It's always a good idea to have your invoice number on hand when you call our team, it will help expedite the customer service process.
My order is missing item(s). What should I do?
Please call us - 877) 577-2801 or contact us here - and we will ship out the missing item or, if we can't ship out the item, we will issue you a full refund for the missing item. Its always a good idea to have your invoice number on hand when you call our team, it will help expedite the customer service process.
The tracking number I received shows that my item delivered, but I never received it. What should I do?
75% of the time the package was delivered, and is somewhere near your front door or has been picked up by a neighbor. Please check around your front door (and back door if you have one), even in strange places, and then check with your neighbors. If you don't find the package we will file a claim with the shipping company and get this resolved for you. Usually, we are able to re-ship your item and get reimbursed for the lost package by the shipping company, but not always. Sometimes, they find the missing package and attempt delivery again. If you need your package by a certain date please indicate that when you contact us, and we will take it into consideration and do our best to meet your needs. Please call us directly, and we will go to work for you - (877) 577-2801 or contact us here. This way you don't ever have to contact UPS/FedEx or USPS.
I received someone else's order. What should I do?
Please call us - (877) 577-2801 - so that we know whose order you received and can notify that customer that they will likely be receiving yours. We will ship out a replacement order for you right away, and one for the other customer too.
Do you have a wholesale program?
Yes, please visit our webpage for wholesale sales for more information on the OktoberfestHaus wholesale program.