Information and FAQ's
| Customer Service Contact
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| Ordering Information
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| Payment Information
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| Email Information
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| Shipping Information
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| Miscellaneous Information
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CUSTOMER SERVICE CONTACT
HOW CAN I CONTACT CUSTOMER SERVICE?
You can e-mail your questions to Orders@CondomSense.com , or use our contact form. Typically we respond to email inquiries within 4 hours, and always within 24 hours. You may also call our toll free number at 1-866-492-7335.
WHAT ARE YOUR BUSINESS HOURS?
We are open for business from 8:30 a.m. to 5:30 p.m. Monday through Friday.
ORDERING INFORMATION
IS THE WEBSITE THE ONLY WAY I CAN PLACE AN ORDER?
No. We also take orders by phone or email. Please note that those options do not have the secure functions of the website. Please copy the order form from the website resources to make sure we have all the correct information for processing your order. When ordering by phone be sure to know the product numbers of the items you want to order, there are many items that are similar and we want to get you the correct item(s).
HOW DO I CHANGE OR ADD TO MY ORDER?
Due to the quick processing of orders, it is best that you verify your choices before submitting the order. We will do our very best the catch your order for a change, but if the original order has already shipped we cannot change it. If you want additional items, please place a new order and note in special instructions that a previous order was placed. We will do our best to combine the orders in shipping, however if the other order has shipped, the addition will be processed as a new order.
I AM IN THE MILITARY, CAN I ORDER FROM YOU?
Yes, we ship to military addresses via the post office. Please check out the restrictions for your station. Any additional charges for retention of your order, custom fees, or non-delivery is at your expense. You will not be refunded for undelivered packages.
I RECEIVED AN ORDER I DID NOT PLACE, WHAT DO I DO?
Please contact us. We will resolve this issue promptly.
PAYMENT INFORMATION
WHICH CREDIT CARDS CAN I USE TO PAY FOR MY ORDER?
We take American Express, MasterCard, Visa, and Discover Debit or Credit cards.
WILL MY CREDIT CARD STATEMENT SAY CONDOM SENSE?
No. Your statement will show a charge from our parent company Condoms Express. If you believe there is a billing error, please contact us immediately and we help you resolve the issue.
WHEN WILL MY CREDIT CARD BE BILLED?
Your card will be billed when you submit your order. Your order will ship within 24 hours. If there are back ordered items your card will be credited immediately for the backorder. Your card will be recharged when the back order is shipped.
WHAT HAPPENS IF MY CARD DECLINED?
You will be immediately informed of this occurrence. Verify that your billing address on the order matches exactly the billing address for your card account, your account number, and expiration date. If these match please contact your card issuing bank or try a different card.
WHAT DO I DO, MY CREDIT CARD WAS USED WITHOUT MY PERMISSION?
Contact your credit card company, and we will submit proof of address verification, CVV code verification, and authorization. Our fraud prevention is so thorough that we never get fraudulent transactions, and we contest every chargeback as illegitimate.
EMAIL INFORMATION
DO YOU RENT OR SELL MY EMAIL INFORMATION?
Never! We ONLY use your email address for order and shipping notification. If you choose to opt-in to our email list (to receive promotional specials, discounts, and new product information) we will ONLY use your email address for contacting you about that.
HOW DO I REMOVE MYSELF FROM EMAILS OTHER THAN FOR ORDER NOTIFICATION?
Go to My Account and unsubscribe from promotional and special emails.
SHIPPING INFORMATION
WHEN WILL MY ORDER BE SHIPPED?
Orders are shipped within 24 hours of receipt (excluding holidays and weekends). If your order is received before 3:00 p.m. (EST) it will ship the same day.
HOW DOES condomsense.com SHIP?
We ship by Fed Ex, UPS, or USPS. We will email you with your tracking number upon shipment. If you want your order shipped to a P.O. Box or FPO, we must use USPS; however your order cannot be tracked in a timely manner, so we recommend shipping to a street address whenever possible.
DO YOU SHIP INTERNATIONALLY?
Yes, we will ship international orders, but due to the high incidence of fraudulent credit card orders from certain countries, we are not able to ship to all countries. Please visit our Shipping Policies page for more information.
Also, please investigate your country's import regulations, duty taxes, product restrictions, etc. All additional expenses are your responsibility. We are not responsible for, and credit will not be issued for non-delivered orders or packages that are confiscated.
WHAT HAPPENS IF THE ITEM I ORDER IS BACK ORDERED?
Although our shopping cart is set up so that you cannot order items that are out of stock, occasionally an item you order may not be available. You will be contacted if any of the items on your order are not available. Items that are in stock will be shipped immediately. When the back order or replacement item(s) are shipped, we will pay the shipping charges on the second order.
WILL MY NEIGHBORS AND DELIVERY PERSON KNOW I ORDERED FROM condomsenseusa.com?
No. All our boxes are plain and the label will have the return address of 2325 W. Midway, Broomfield CO 80020.
WHERE IS MY ORDER, MY CARD WAS CHARGED BUT MY ORDER HAS NOT ARRIVED?
Begin by tracking your order on-line. If the results of this information are not satisfactory, please contact us and we will be glad to help.
MY PACKAGE ARRIVED DAMAGED WHAT DO I DO?
If the exterior of the package is damaged, refuse the shipment. Make it clear you are refusing it due to exterior damage. Contact us.
If the package appears to have been opened and re-taped (check the top, bottom and sides), refuse the package. Make it clear you are refusing it because it appears to have been opened and re-taped. Contact us.
If the damage is on the inside of the packing box, please contact us and we will take care of you
CATALOG AND RETAIL STORE
CAN I GET A CATALOG OR VISIT YOUR STORE?
We are an internet business. Our catalog and store are our website, and our entire catalog of products is available to view and purchase online. We offer thousands of products and our website will always be current and up to date. Offering a catalog would be very costly, and this way we can pass the savings along to you! Our site is the best shopping tool you can have.
Still have more questions? Please contact us and we will be glad to assist you!
Comdoms Express, LLC
Condom Sense
1.866.492.7335 Phone
Orders@CondomSense.com
