FAQs

FAQ's:

  • Order Status & Tracking
  • Ordering & Payment Options
  • Returns and Exchanges
  • Shipping Options & Charges

1. Order Status & Tracking
    • I DIDN'T RECEIVE AN ORDER CONFIRMATION. WHAT SHOULD I DO?
    If you did not receive an email confirmation of your order please email us at info@peluxyofficial.com


    2. Ordering & Payment Options

    • WHAT ARE THE PELÚXY ONLINE PAYMENT OPTIONS?
    We accept all major credit cards (Discover, American Express, Diner's Club International, JCB, CUP, Visa and MasterCard), PayPal, and check cards from either Visa or MasterCard.

    • WHEN WILL MY CREDIT CARD OR PAYPAL ACCOUNT BE CHARGED?
    Your credit card or PayPal account will be authorized for the entire amount of the order at the time of purchase. The card or PayPal account will then be charged when the order is shipped. We will send you an email confirmation of your order once you have completed the order.

    • MY CREDIT CARD WAS DECLINED, BUT THE CHARGE IS SHOWING ON MY CREDIT CARD ACCOUNT. WHAT HAPPENED?
    The "charges" that are appearing on your card account are pre-authorization holds. They are not charges; however, your card company may be temporarily holding those funds. Your card may have declined for one of the following reasons:

    1. Your BILLING address entered does not exactly match the BILLING address that your card company has on file.

    2. Your card company is declining your transaction because of insufficient funds or another reason from your card company.

    Please contact your card company to release any pending holds from Pelúxy if you received an ERROR response that matches any of the reasons above. Pelúxy has no control of the grace period for releasing authorized funds, particularly debit card funds.
    • WHEN WILL MY ORDER BE PROCESSED?

    If your order fits all authorization criteria, then all orders placed will be PROCESSED within 3-5 days, shipped within 2-3 days unless you purchased overnight shipping.

    3. Returns and Exchanges

    No Returns and Exchanges.


    4. Shipping Options & Charges


    • WHAT IS THE DIFFERENCE BETWEEN A SHIPPING AND A BILLING   ADDRESS?
    Your shipping address is where you would like your order to be shipped to; your billing address is the same address you used to place an order with your credit card.

    • WHAT ARE THE METHODS OF SHIPPING AND CHARGES?

    Shipping Options

    Standard *

    3-7 Business Days

    Express

    2-5 Business Days

    International §

    10-14 Business Days

    ATLANTA PICK UP FREE
    Information based on orders placed by 12pm ET Monday through Friday.

    * Standard delivery is available for all U.S. addresses. APO/FPO military address deliveries arrive within 3-7 business days via USPS.

    † Express delivery is not available for U.S. territories, Alaska, and Hawaii. Most orders deliver Express.
    • International delivery is not available for international P.O. boxes. International delivery does have fees depending on the country, if those fees are not accepted your order will be cancelled.
    Please note: "Business day" refers to Monday through Friday, excluding holidays. Next Day requested on Fridays is not available for Saturday arrival.
    ATLANTA PICK UP: This is an option for ATLANTA residents only. All orders placed for this option MUST BE RETRIEVED WITHIN ONE WEEK or you will lose you order. I will not hold any orders longer than one week once the information is sent out. If you fail to pick up your order within the week, you may pay for shipping. After two weeks the order returns to inventory. NO REFUNDS.

    ORDER TRACKING
    For online orders, just click on the link in your confirmation email. Unfortunately tracking is not available for international delivery unless paid extra.

    SALES TAX
    Taxes are based on the order's "ship to" address.

    INTERNATIONAL
    If you're shipping to a country outside the U.S., your order may be subject to import duties and taxes, which are levied once your package reaches your country. For more information regarding custom policies, please contact your country's local customs office.