Frequently Asked Questions

  1. How can I contact you?
  2. Why are images of some products missing?
  3. Does a missing photo mean the product is unavailable?
  4. How quickly will my order ship?
  5. I chose Ground Delivery or USPS. Why did my shipping method change?
  6. I placed my order but my order status shows as "Unpaid". Is there a problem with my payment?

Answers...

  1. How can I contact you?

    Customer service phone numbers and email inquiry information is provided in the "Contact Us" section. Simply click on the Contact Us link in the Customer Service menu.

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  2. Why are images of some products missing?

    The specific reason can vary by product but are working to correct problem with all missing images. We are constantly adding new product images and seek to have all images available soon.

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  3. Does a missing photo mean the product is unavailable?

    Even products with missing photos are available. We recognize that many customers want to see images of the exact product they are purchasing and we are working aggressively to add all product images. If a product is available on our website then we have the product available and ready to ship over 95% of the time. Though we strive to ensure that you have the best possible experience, there are occasional exceptions where discontinued items or errant inventory counts prevent us from shipping an item promptly; however, these circumstances are rare and are unrelated to whether or not a product image is available.

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  4. How quickly will my order ship?

    As a general rule of thumb, orders placed by 12:00 Noon will ship the same day; however, this can vary based on the shipping method you select.

    EXPRESS & 2nd DAY AIR: Orders placed before 12:00PM Eastern Time will ship the same day.

    GROUND: Most ground orders placed by 12:00PM will ship the same day, but may be delayed by up to 1-2 business days.

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  5. I chose Ground Delivery or USPS. Why did my shipping method change?

    Though the delivery time is never impacted, we will occasionally change the carrier or shipping mode. If we change the carrier or shipping mode, it will always result in an equal or better delivery time. We will never change your shipping mode to a slower one than you intially selected. The reason for the change may vary but the primary factors include:

    a. Some carriers provide a better value than others depending on several factors including package weight, size, delivery time and delivery address, among other factors. Likewise, we regularly "shop" shipping rates and services among carriers to help keep our prices competitive. The most common change is from Ground to USPS Priority Mail. In this example, a shipment that may have taken 5 days with Ground will often take no more than 3 days with Priority Mail.

    b. If you have the order shipped to a P.O. Box your shipping method will automatically be changed to USPS since FedEx or UPS does not deliver to P.O. Boxes.

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  6. I placed my order but my order status shows as "Unpaid". Is there a problem with my payment?

    The "unpaid" status on your order does not reflect a problem with your payment. As a matter of policy, Verlenes.com simply authorizes your credit card or PayPal account when the order is placed. Although your order went through fine, our systems will show it as "unpaid" until we submit the charge. We realize that this terminology may be confusing and expect to correct it soon to make it more intuitive.

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