General: Ordering:
Questions on Orders Already Placed: Shipping:
Returns and Exchanges: Policies:

General

How do I find a specific item?
You may search for an item using the keyword search box located at the top left side of the site. Type a phrase such as angels, Hummels, trees, or any other description, brand or item number. Then press your enter key or click the search button located beside the search box. When you find an item that you want to purchase, click the image or name of the item to view its detail page. Here you will find more information about the item, including availability. If you want to order the item, click Add to Cart and continue shopping.

Is ordering from your site secure?
Please be assured that Fitzulas.com online shopping is secure with industry-standard SSL encryption. When you enter your credit card number into the order form, it is transmitted across the Internet in an encrypted (scrambled) form, then decoded when it gets to us. For added security, credit card number will not be stored by Fitzulas. If you wish to place an order over the phone, please call (855) 895-1332.

Where are you located?
Fitzula's Gift Shop
140 Windermere Avenue
Greenwood Lake, NY 10925
view map to our store

How do I contact you?
Toll Free: (855) 895-1332
Direct #: (845) 595-1550
E-mail: cs@fitzulas.com

What are your store hours?
Mon - Fri  9:00am - 5:00pm
Sat          Closed
Sun          Closed

Can I pick up an order at your store?
Yes, when completing an online order just select the shipping method In-store Pickup. We will process your order and have it ready for you when you come into the store.

Are your products brand new in the original packaging?
All of or products are brand new, direct from the manufacturer, including original packaging and certificates if applicable.

Do you gift wrap?
Yes, when completing an online order you will be presented with an option to have the items gift wrapped and to include a note of your choosing.

Ordering Questions

How to order online?
Ordering online at Fitzulas.com is secure and easy. Online orders are processed with a secure server. All information is protected against unauthorized access and encrypted before being sent to us.

Shop by Brand Name, Product Type, Gift Occasion or Search our catalog. Once you have identified what you want, enter the desired quantity and click on "Add to Basket". When you have finished shopping, click on "Check Out Now" and complete the online order form.

Upon completion of your order, an order confirmation will be sent to the email address provided on the order form within 24 hours. Most orders are shipped within one business day and you will receive a second email from us with your UPS tracking number upon shipment.

Can I place an order by phone?
Phone orders may be placed Monday through Friday, 9:00am to 5:00pm EST and Saturday 9:00am to 3:00pm by calling (855) 895-1332. In order to serve you better, please have our product code for the merchandise you would like to order. To protect you from possible credit card fraud, all orders must include cardholder's name as it appears on the card, the billing address the credit card statement is mailed to, the expiration date, and the cvv number.

I have security concerns.
Orders placed on our web site are completely secure. We use industry standard Secure Socket Layer software (SSL) to encrypt your personal and credit card information during the order checkout process.

What payment methods do you accept?
We accept Visa, MasterCard, American Express, Discover Card, PayPal and Amazon Payments. In addition, we accept bank cards with a Visa or MasterCard logo on them.

Having difficulty placing an order online?
If you experience any difficulty placing your order online, or otherwise require assistance, send us an email at cs@fitzulas.com or call our friendly Customer Service Department at (855) 895-1332.

Do you charge Sales Tax?
As tax laws require us to collect sales tax from customers who reside in states where we have established offices, Fitzula's Gift Shop charges 8.125% sales tax on any order shipped to a New York address.

When do you charge my card?
Charge cards are not processed until orders are ready to ship. If your order is not in stock, your card will not be charged until the product has come in and is ready to ship. However if you purchase an item identified as a Pre-Order then we will charge your card in full when we receive the order in order to reserve the ordered quantity of the product for you. We will then ship the Pre-order item when it is in-stock.

Questions on Orders Already Placed

What is the status of my order? Where is my order?
You can review the status of your order by clicking on the Order Lookup at the top of page. You'll be asked to type in your Billing Email and Billing Zip Code. This will display a list of your order history. The list will include the invoice number, order date, number of products ordered, the quantity of items, order status and tracking numbers for shipments. If you click on the tracking number it will bring you to the carriers website so you can can the status of the shipment. If you click on view you will be able to review the details of the order. Sorry, but we are unable to provide tracking on orders shipped via USPS. When your order has been processed you will receive an order confirmation email message (usually within 24 hours). If you placed your order over the phone or via mail and did not provide an email address, you will need to contact the Customer Service Department by phone at (855) 895-1332 regarding your order.

What is my order number?
The order number will be displayed at the end of the checkout process. Also, if you have provided a valid email address you will receive an email order confirmation. The confirmation will have your order number.

How do I know if I placed my order successfully?
Once you have submitted your order, an order confirmation summary page will be displayed with all of your order details. You will also receive an email confirmation, which you may choose to print. If you ordered over the phone and did not provide an email address but want to check the status of your order, you will need to contact our friendly Customer Service Department by sending an email to cs@fitzulas.com or by calling (855) 895-1332.

What is my tracking number?
You can obtain the tracking number from the shipment confirmation email that was sent to you or you can get it by clicking on Order Lookup at the top of the website page. The order lookup will ask you for your Billing email and zip code. Once you have entered that it will provide you with an oder history listing your orders. You can review your order online and obtain your UPS tracking number. You can also link to the UPS tracking systems to check on UPS shipped orders. Sorry, but we are unable to provide tracking on orders shipped via USPS.

I forgot to enter my coupon code. What do I do?
The checkout process will prompt you for a coupon code. Please be sure to enter your coupon code prior to hitting Order Submit. (Coupons are not valid on previous orders. Please note exclusions.) If you call our friendly Customer Service department at (855) 895-1332, they will try to help you but once an order has gone into the fulfillment process the order can not be changed.

Did I receive my discount/coupon on my order?
You can review the status and details of your current order through the checkout screens, through your confirmation email as well as by clicking Order Lookup or Order History. You will be able to review the order status, billing/shipping addresses, item detail, order total, payment information and any discounts applied to your order.

I received the wrong item.
Please contact our Customer Service department at (855) 895-1332 or email us at cs@fitzulas.com with your order number, name, address and details on the item you are missing from your order. If you would like the item sent to you and the requested item is in stock, we will ship it to you immediately and we will include a return shipping label so you may send the wrong item back to us.

I recevied a damaged or defective item.
Please contact our Customer Service Department at (855) 895-1332 or email us at cs@fitzulas.com with your order number, name, address and details on the item you received damaged or defective. Include photos of the damaged item, the items box and the shipping box. We will instruct you on how to proceed with correcting your order. If you would like a replacement sent to you and the requested item is in stock, we will ship it to you immediately.

I am missing an item.
Please contact our Customer Service department at (855) 895-1332 or email us at cs@fitzulas.com with your order number, name, address and details on the item you are missing from your order. If you would like the item sent to you and the requested item is in stock, we will ship it to you immediately. Please check the invoice/packing slip that was included with your shipment. If you have not been charged for the item, your credit card will be charged for the second shipment.

Shipping Questions

What are the shipping options?
Our standard shipping method for the continental United States is UPS Ground. P.O. Box addresses will be shipped via U.S.P.S. Priority Mail.

Orders ship within 24-48 hours. If an item that you have ordered will not ship within 4 business days, we will contact you by telephone or e-mail to verify that you would still want the item, and give you our most reasonable estimate of when the product will be available to ship to you.

What is the cost of shipping?
Shipping and handling is calculated on your online order according to the chart below:

Merchandise Total: Add:
Under $25 $7.95
$25.00 - $49.99 $8.95
$50.00 - $58.99 $9.95
$59.00 and up FREE


International Shipping
We do not ship internationally. We only ship to the continental United States.

Can I ship a package to another address?
Yes, you can.

Your ship-to address can be different from your billing address. (Your billing address must match your credit card given). However, only one ship-to address can be indicated per order. For example, to send one package to your house and another package to someone else as a gift, you will need to place two orders. Or if you prefer, please call (855) 895-1332 to place your multiple shipping address order.

How do I know when my order has been shipped?
Once your order has been shipped, we will send you a shipping confirmation email letting you know that your order has been shipped. If your package was shipped UPS, you will be able to link to the UPS tracking system to check on your order using the tracking number provided in the shipping confirmation email and with our Order Lookup. If you placed your order over the phone and did not provide an email address, you will not receive any confirmation that your order has been shipped. You will need to contact our Customer Service Department by sending an email to cs@fitzulas.com or contact Customer Service by phone at (855) 895-1332.

How long will it take to receive my package?
UPS Ground TIME-IN-TRANSIT MAP
Below, please find an estimate of the number of BUSINESS days (Mon. - Friday) UPS Ground will take for you to receive your shipment. We've found this to be 95% accurate. Holidays and the Christmas season take longer. We normally take only 24-48 hours to process and ship your order (Mon. - Friday), so add another a day or two for processing and you can get a very good idea of when the package will reach your door.


Returns and Exchanges

What is your return policy?
Your satisfaction with any purchase from Fitzula's Gift Shop is 100% guaranteed. If for any reason you are not pleased with your purchase, you may return it for a replacement or refund - whichever you prefer.

How To Return A Piece Under the 30 Day Money Back Guarantee*

If you wish to return a piece under the 30 Day Money Back Guarantee:
  1. Check your invoice to ensure that you are within 30 days of the Ship Date.
  2. Repack the piece in its original packaging and enclose the packing slip.
  3. Address the package as follows:
      Fitzula's Gift Shop - Returns Dept
      PO Box 1093
      140 Windermere Avenue
      Greenwood Lake, NY 10925
  4. The package must be shipped with an insured courier (FedEx, UPS, USPS Parcel Post) and a delivery confirmation or tracking number is needed to confirm delivery. Collect shipments and C.O.D.s will be refused and returned to sender. Fitzula's Gift Shop is not responsible for items damaged or lost in transit.
  5. Once we have received the piece back in the original box, with the original paperwork, a refund will be issued within 7 business days for the cost of the product less a 10% restock fee. Credit will be issued to the credit card on which the purchase was made and will only be issued if all of the above criteria was met. Sorry, we do not reimburse shipping charges.
* Please Note:
A) If Fitzula's Gift Shop receives a return that was sent after 30 days of Ship Date, you will receive store credit ONLY. We will not accept returns back for orders sent after 6 months of ship date. Sorry, there are no exceptions.
B) Any candle that has been burned will not be accepted for return.

How do I return a gift?
Merchandise can be returned within 30 days of receipt. Please contact us by phone at (855) 895-1332 or by email at cs@fitzulas.com to get a return authorization code. Repack the piece in its original packaging and enclose the packing slip. Please write the return authorization code on the top of the packing slip. Address the package as follows:
    Fitzula's Gift Shop - Returns Dept
    PO Box 1093
    140 Windermere Avenue
    Greenwood Lake, NY 10925
If you are exchanging the item, pease include a form of payment for any price difference and shipping. If you do not know the price of the item you are returning, you may search for it on our site by entering the item number from your packing slip in the search field, or call us at (855) 895-1332. If you are not exchanging the item(s), you will receive a credit note for the value of your return, which can be used at any time toward your next purchase. You will receive a full refund including purchase amount and applicable tax. Shipping and handling charges are non-refundable. If you have provided us with your email address, you will be notified via email of your refund once we have received and processed the returned items. We will not inform the gift giver about your return.

Policies

Privacy Policy
Fitzula's Gift Shop and Fitzulas.com are committed to respecting and protecting the privacy of our customers.

We use the order information we collect to process your order and to provide you with exceptional personalized customer service. We may use this information to notify you regarding changes to our Website, new products and services, special promotions or other product information we think would interest you. This information is strictly used by us for internal purposes only.

We do not sell, trade or rent customer information to any outside company or organization.

If you do not wish to receive future emails from us, simply send an email to cs@fitzulas.com

Opt-out Policy
Our site provides users the opportunity to opt-out of receiving communications from us at the point where we request information about the visitor.

We give users the following options for removing their information from our database to not receive future communications or to no longer receive information about our services.

  1. You can send email to cs@fitzulas.com
  2. You can send mail to the following postal address:
    Fitzula's Gift Shop
    PO Box 1093
    140 Windermere Avenue
    Greenwood Lake, NY 10925
  3. You can call the following telephone number: (855) 895-1332