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Frequently Asked Questions
General Questions
Q: How do I find a specific item?
A: 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.
Q: Is ordering from your site secure?
A: 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 (845) 595-1550.
Q: Where are you located?
A: Fitzula's Gift Shop
140 Windermere Avenue
Greenwood Lake, NY 10925
view map to our store
Q: How do I contact you?
A: Phone #: (845) 595-1550
E-mail: cs@fitzulas.com
Q: What are your store hours?
A. Our store hours are:
Q: Can I pick up an order at your store?
A: Yes, when completing an online order just select the shipping method In-store / Curb-side Pickup. We will process your order and have it ready for you when you come into the store. If you prefer curb-side pick-up just give us a call at (845) 595-1550 when you arrive and let us know the order number that you are here to pick-up.
Q: Are your products brand new in the original packaging?
A: All of or products are brand new, direct from the manufacturer, including original packaging and certificates if applicable.
Q: Do you gift wrap?
A: 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
Q: How to order online?
A: 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 Cart". 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. Most orders are shipped within one business day and you will receive a second email from us with your USPS or UPS tracking number upon shipment.
Q: Can I place an order by phone?
A: Phone orders may be placed Monday through Friday, 9:00am to 5:00pm EST and Saturday 10:00am to 3:00pm by calling (845) 595-1550. 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.
Q: I have security concerns.
A: 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.
Q: What payment methods do you accept?
A: We accept Visa, MasterCard, American Express, Discover Card, and PayPal. In addition, we accept bank cards with a Visa or MasterCard logo on them.
Q: Having difficulty placing an order online?
A: 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 (845) 595-1550.
Q: Do you charge Sales Tax?
A: 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 and 6% sales tax on orders shipped to a Pennsylvania address.
Questions regarding an Order
Q: What is the status of my order? Where is my order?
A: 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 check 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 and did not provide an email address, you will need to contact the Customer Service Department by phone at (845) 595-1550 regarding your order.
Q: What is my order number?
A: 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.
Q: How do I know if I placed my order successfully?
A: 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 (845) 595-1550.
Q: What is my tracking number?
A: 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 tracking number.
Q: I forgot to enter my coupon code. What do I do?
A: The checkout process will prompt you for a coupon code. Please be sure to enter your coupon code and click the Redeem button prior to hitting continue. (Coupons are not valid on previous orders. Please note exclusions.) If you call our friendly Customer Service department at (845) 595-1550, they will try to help you but once an order has gone into the fulfillment process the order can not be changed.
Q: Did I receive my discount/coupon on my order?
A: 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.
Q: I received the wrong item.
A: Please contact our Customer Service department at (845) 595-1550 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.
Q: I recevied a damaged or defective item.
A: Please contact our Customer Service Department at (845) 595-1550 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.
Q: I am missing an item.
A: Please contact our Customer Service department at (845) 595-1550 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.
Q: How do I find a specific item?
A: 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.
Q: Is ordering from your site secure?
A: 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 (845) 595-1550.
Q: Where are you located?
A: Fitzula's Gift Shop
140 Windermere Avenue
Greenwood Lake, NY 10925
view map to our store
Q: How do I contact you?
A: Phone #: (845) 595-1550
E-mail: cs@fitzulas.com
Q: What are your store hours?
A. Our store hours are:
| Sunday | Closed |
| Monday | Closed |
| Tuesday | 9am - 5pm |
| Wednesday | 9am - 5pm |
| Thursday | 9am - 5pm |
| Friday | 9am - 5pm |
| Saturday | 9am - 5pm |
A: Yes, when completing an online order just select the shipping method In-store / Curb-side Pickup. We will process your order and have it ready for you when you come into the store. If you prefer curb-side pick-up just give us a call at (845) 595-1550 when you arrive and let us know the order number that you are here to pick-up.
Q: Are your products brand new in the original packaging?
A: All of or products are brand new, direct from the manufacturer, including original packaging and certificates if applicable.
Q: Do you gift wrap?
A: 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
Q: How to order online?
A: 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 Cart". 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. Most orders are shipped within one business day and you will receive a second email from us with your USPS or UPS tracking number upon shipment.
Q: Can I place an order by phone?
A: Phone orders may be placed Monday through Friday, 9:00am to 5:00pm EST and Saturday 10:00am to 3:00pm by calling (845) 595-1550. 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.
Q: I have security concerns.
A: 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.
Q: What payment methods do you accept?
A: We accept Visa, MasterCard, American Express, Discover Card, and PayPal. In addition, we accept bank cards with a Visa or MasterCard logo on them.
Q: Having difficulty placing an order online?
A: 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 (845) 595-1550.
Q: Do you charge Sales Tax?
A: 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 and 6% sales tax on orders shipped to a Pennsylvania address.
Questions regarding an Order
Q: What is the status of my order? Where is my order?
A: 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 check 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 and did not provide an email address, you will need to contact the Customer Service Department by phone at (845) 595-1550 regarding your order.
Q: What is my order number?
A: 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.
Q: How do I know if I placed my order successfully?
A: 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 (845) 595-1550.
Q: What is my tracking number?
A: 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 tracking number.
Q: I forgot to enter my coupon code. What do I do?
A: The checkout process will prompt you for a coupon code. Please be sure to enter your coupon code and click the Redeem button prior to hitting continue. (Coupons are not valid on previous orders. Please note exclusions.) If you call our friendly Customer Service department at (845) 595-1550, they will try to help you but once an order has gone into the fulfillment process the order can not be changed.
Q: Did I receive my discount/coupon on my order?
A: 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.
Q: I received the wrong item.
A: Please contact our Customer Service department at (845) 595-1550 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.
Q: I recevied a damaged or defective item.
A: Please contact our Customer Service Department at (845) 595-1550 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.
Q: I am missing an item.
A: Please contact our Customer Service department at (845) 595-1550 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.