Questions About My Order


Order Status

Has my order shipped?

Click the "Order Status" link at the bottom left hand side of our site to check your orders status.

How do I change quantities or cancel an item in my order?

The easiest way is to simply reply to your order confirmation email and let us know what changes you want to make. We check emails before shipping the following day. We'll make the changes and confirm via email. You can also call us during business hours toll-free at 866.622.4477, or at 858.362.4082. Please note that once an order has shipped, we can no longer change your order.

How do I track my order?

Click the "Order Status" link at the bottom left side of our site to track your order.

My order never arrived.

Click the "Order Status" link at the bottom left side of our site to track your order. Be sure that all of the items in your order have shipped already. Click on your order number to see details. If you order displays a shipment tracking number under "Shipping details", check with the shipper's website to confirm that your packages were delivered. If your tracking number starts with "1Z", that's a UPS shipment. If not, it's likely a USPS shipment. If your packages each show a status of "delivered", please first check around your house/business for potential drop-off locations or check around with your neighboors to see if someone else received your package. 99% of the time, this is the case if your tracking number shows as being delivered. If you still can't locate it, contact customer service toll-free at 866.622.4477, or at 858.362.4082 for assistance.

An item is missing from my shipment.

Click the "Order Status" link at the bottom left side of our site to track your order. Be sure that all of the items in your order have shipped already. Click on your order number to see details. If you order displays a shipment tracking number under "Shipping details", check with the shipper's website to confirm that your packages were delivered. If your tracking number starts with "1Z", that's a UPS shipment. If not, it's likely a USPS shipment. If your packages each show a status of "delivered", please first check around your house/business for potential drop-off locations or check around with your neighboors to see if someone else received your package. 99% of the time, this is the case if your tracking number shows as being delivered. If you still can't locate it, contact customer service toll-free at 866.622.4477, or at 858.362.4082 for assistance.

My Account

How do I create an account?

1) Click the "My Account" link at the bottom left side of our site. If you don't already have an account, this will take you to the account login page. Click the register button at the bottom.
2) Enter your details and your account will be created. Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.

You can also create an account the first time you order something and check out of our store.

How do I edit my account information?

Click the "My Account" link at the bottom left side of our site. This will take you to a summary page. You can edit any section by clicking the blue edit links.

How much is my shipping?

See our shipping policy page for details on any shipping questions.

I forgot my password.

Click the "My Account" link at the bottom left side of our site. If you are not already logged in this will take you to the login page. Click the link to the right of the login box that says "Forgot your password?" That link will send an email to you. Follow the directions to reset your password.

How do I return my product?

Please visit our Return Policy page for more information on returning an item.

I received the wrong product.

If you feel that you have received the wrong product, the easiest way to remedy the situation is to reply to your order confirmation email and let us know what you received and didn't recieve. We'll inveestigate and and confirm via email. You can also call us during business hours toll-free at 866.622.4477 or at 858.362.4082.

What is your return policy?

Please see our Return Policy for complete details.

When will my order ship?

Typically orders ship within 1-2 business days of ordering. Usually, it's the following business day that it will ship, but we reserve 1-2 business days to ship. Note that time in transit is in addtion to this shipment processing time. Please see our Shipping Policy for more details.

International Shipping

Do you ship to my country?

We ship everything except our Shop-in-a-Box to most countries around the world. There are some exceptions and these evolve over time due to fraud concerns. To determine if your company is on our current ship to list, the best best is to simulate an order and get to the check-out page where you can select from a country drop-down. If your country is on that list, we ship to your country.

What are my payment choices?

We currently accept Visa, MasterCard, American Express, and Paypal.

When will my order ship and what are my shipping charges?

Your options for shipping will be clearly displayed on the order check out page before you finalize your order. You can select from different shipping options and costs, depending on where your shipment is going and what time in transit you prefer.

What is the return policy?

Please see our Return Policy for complete details.

Guarantees

Quality Guarantee

We're confident that you'll be overwhelmed by the world-class quality of our wood sunglasses. In fact, we back all of our wood sunglasses with a 15-day money back guarantee. If you are not satisfied beyond your expectations with your purchase FOR ANY REASON you may return it in its original condition within 15 days of receipt for a full refund (or exchange) less shipping charges. It's that simple. See our full return policy for details.

Privacy Policy

We value your privacy. Please view our Privacy Policy for complete details.

Security

You can shop with confidence at SunglassesByTower.com as this website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security. In fact, many security experts believe that online purchases using SSL encryption are far safer than using your credit card in person at a restaurant or department store.

Pricing and Billing

Do I have to pay sales tax?

You only have to pay sales tax if you are located in the State of California.

I have a question on my charges.

Click the "My Account" link at the bottom left side of our site to review your order details. You may compare your order history on our website, with your financial records. If you have further questions or concerns, the easiest way to remedy the situation is to reply to your order confirmation email and let us know what you believe the mistake was. We'll inveestigate and and confirm via email. You can also call us during business hours toll-free at 866.622.4477 or at 858.362.4082.

I need a copy of my receipt/invoice.

Click the "Order Status" link at the bottom left side of our site to track your order. Then click on the order number that you want an invoice printed for. This will take you to the detail page for your order and there is a blue link that reads, "Click here for a printable copy of your invoice".

When will my credit appear on my account?

We batch returns every 2 weeks. Depending on your bank, it can take from 2-6 business days from the time we credit you back for it to show up in your account. Thus the timing of your credit is usually from 1-3 weeks from the time we receive your return.

When will my credit card be charged?

Your credit card will be charged at the time your order ships, or upon placing your order for all custom orders. Note that an authorization will be placed on your card at the time of your order and that can look very similar to a charge on your end. Understand that it is just an authorization and if we don't charge against that authorization, it will just naturally fall off your account. You don't need to do anything.

Buyer's Guide

How do I find my product?

To find the product(s) you're looking for, you may either use the navigation menus on the top, left & bottom of our website, or simply type a keyword into the SEARCH box at the top right of our site. If you have any trouble locating a product, email is at info@sunglassesbytower.com or call us during business hours toll-free at 866.622.4477 or at 858.362.4082.

How do I navigate the site?

To navigate this website, simply click on a category you might be interested in. Categories are located on the top, left & bottom of our website. QUICK TIP: Place your mouse cursor over anything you think could be a clickable link. You'll notice that anytime you scroll over something that is a link, your mouse cursor will become a "hand". Whereas scrolling over anything that is NOT a link will leave your cursor as an "arrow". You may also type a keyword into the SEARCH box to quickly find a specific product. If you have any trouble locating a product, email is at info@sunglassesbytower.com or call us during business hours toll-free at 866.622.4477 or at 858.362.4082.

How do I use a coupon?

You are taken to the shopping cart page by adding items to your shopping cart or by clicking the cart icon at the the top right of our website. Click the "+COUPON CODE" on the right side of the cart to display an input box. Type in your coupon code and hit "apply code" and it will apply the coupon. Note that we rarely offer coupons, so if you are not already aware of a coupon code it isn't worth your trouble to email us asking us about coupon codes. That coupon code box is just there so we can accommodate them on the rare occasions when we do. There are no "standing" coupons.

Additional Support

How do I contact you?

Please click here for our company contact information.