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Frequently Asked Questions at Real GoodsBrowse By Topic: eGift Certificates Placing an Order Gift Registry Checkout Help Returns Gaiam Emails & Catalogs International Ordering eGift CertificatesWhat kind of gift certificates do you have? There are two different types of gift certificates that Real Goods offers: 1) Paper gift certificates 2) eGift certificates (digital) Paper gift certificates may only be ordered by phone at (800) 347-0070. These are then mailed to the recipient. If the entire amount of the gift certificate is not used during the first purchase, a check for the remaining amount will be sent to the certificate user. In other words, these are a one-time use. eGift certificate (digital): These are currently unavailable, but shortly, you will be able to purchase eGift Certificates in a variety of denominations. At what point during my online order is my eGift Certificate actually redeemed? The gift certificate number should be entered in Step 3 of the checkout process. You must pay for any balance remaining with a credit card. Can I use my Real Goods eGift Certificate at other Gaiam Inc. brands? Gaiam.com and the Gaiam Catalogs are unable to accept Real Goods eGift Certificates as a method of payment. Can I buy RealGoods.com eGift Certificates? Currently, eGift Certificates cannot be bought through the RealGoods.com site. If you would like to purchase a Real Goods paper gift certificate, please call (800) 347-0070. Shortly, customers will be able to purchase an eGift Certificate in a number of denominations. Can I use my Real Goods paper Gift Certificates as a form of payment? Yes. If you are purchasing online, all you need to use is the gift certificate code. How do I redeem my eGift Certificate online? Both gift certificates and gift coupon codes (different from promotional discounts) are entered at the payment stage of the checkout. Do RealGoods.com eGift Certificates expire? The certificate code is valid for one year. After that point, you can contact Customer Service by email to renew the gift certificate. Do I have to spend the exact amount on my eGift Certificate? If you place an order that is less than the certificate amount, any remaining balance will be issued to you in the form of a check by mail. If you place an order that is more than the certicate amount, you are responsible for covering the balance with a credit card. Gift Certificates can only be used once. Can I use more than one eGift Certificate at a time? Yes, simply enter the eGift Certificate numbers in Step 3 of checkout. How will my eGift Certificate be shipped? Paper Certificates? All e-certificates are sent by email. Paper gift certificates can be ordered through our phone line at (800) 347-0070 and sent by regular mail. What happens if I spend less than my eGift Certificate? If you do not spend the full gift certificate, a refund check will be mailed to you for the remaining balance. -top- Placing an OrderHow do I place an order? Add the item(s) to your shopping cart on RealGoods.com, and then proceed through the checkout process. You can always access your shopping cart by clicking on the appropriate icon/link at the top of the page. You can also call us to order at (800) 347-0070, or place an order by mail. What are Cookies and how do I enable them? Cookies enable your web browser to communicate with our website. You must have cookies enabled to shop on RealGoods.com. Since every browser is different, you will have to consult the help link or users manual for the browser of you choice. What browser do I need to shop? Our site has been optimized to function with all Web browsers. Is the information I give you secure? Yes, our website is secure and encrypted and uses the most recent industry-standard security and encryption. How much is shipping and handling? Normally, shipping cost is based on the order total. Please see shipping chart below:
Oversized shipping: Certain items require additional oversized shipping charges to the rates above. These items and costs are indicated by a dollar amount in parenthesis next to the product price. Example: Widget $199 ($20). In this case, the shipping charge for the Widget will be the appropriate amount in the shipping table plus $20. Set shipping cost: Certain items cost a flat rate to ship. This will be indicated in text in the Shipping Info tab on the product page. If there is a set shipping rate, you do not add the amount to the chart above. What is the delivery time to Alaska, Hawaii and the U.S. Territories? We normally ship our packages to these destinations via USPS Priority mail which is 7 to 10 business days. We also offer Fed Ex ground, Fed Ex 2nd day and FedEx overnight. However, these options will normally take a day or two longer than the name implies. What is the delivery time to an APO/FPO address? Please allow 2-3 weeks to receive a shipment to an APO or FPO address. Can I purchase an item online that is currently on backorder? Yes, you can order a backordered item. We will not charge you for it until it is shipped. Can I purchase items for delivery outside of the U.S.? We ship to all 50 US states, as well as US territories, APO and FPO addresses. We also ship to Canada (not online, however, you must call (800) 347-0070). At this time, we cannot ship to international addresses outside of the US and Canada. How will my order be packaged? In keeping with our mission to clean up the planet, we reuse boxes and packing materials that come into our warehouse and use new boxes and mailing envelopes made of up to 100% recycled material. We use clean waste paper collected from local sources and 100% natural, corn-based, biodegradable "peanuts" to help protect your order during shipping. -top- Gift RegistryCan I add any RealGoods.com item to my registry? Yes, just click the “add to registry” button that appears on every product page. What should I do if the registrant has received everything? You can purchase a Gift Certificate for the registrant in a number of denominations. How long will my registry be posted after my event? Your registry will stay active until you close it. When you close it, your guests will not be able to access the registry but you will still be able to review all purchases when you log in. How soon will the gift registry be updated with my purchase? The gift registry is updated with your purchase instantly, which will be visible by the Registrant. When I create my Gift Registry online at RealGoods.com, will guests be able to access it any other way? You can email the gift registry link to your guests. They can also search for your registry by your email address on RealGoods.com gift registry page. If I created a gift registry on Gaiam.com, will my registry items transfer over to RealGoods.com? No, you will need to create a new gift registry on RealGoods.com. -top- Checkout HelpDo you charge taxes? Yes – in some states. By law we have to charge sales tax for orders shipping to Colorado, California, and Ohio. This will automatically be added to your order. How do I redeem a coupon or promotional offer? Any promotional offer should be entered on Step 1 of the checkout process. Gift coupon codes and gift certificates are entered in the payment stage of the checkout. Does RealGoods.com accept promotional discounts from Gaiam.com? No. How do I redeem an offer from a Real Goods catalog? Please be sure to enter the catalog keycode/web code exactly as stated from the address label on your catalog. How do I send items to multiple addresses? You will have the opportunity to enter multiple shipping addresses at the checkout. A separate shipping and handling charge is applied for each shipment to a different address. How do I track my order? Currently, we do not have that functionality built in our site. But shortly, all RealGoods.com customers will receive an email confirmation with tracking details. Your order history will also be available under your account details on RealGoods.com, which will allow you to track your order. What payment options are available? We accept Visa, MasterCard, American Express, and Discover. You may also send us an order by mail with a check or money order. Download a printable order form. -top- ReturnsWhat is your return policy? We accept most returns within 30 days. Returned items must include all of their original packaging, manuals and accessories. Shipping is non-refundable. Returned orders may be subject to a 10% - 25% restocking fee depending on the item. Large items or high dollar items may have to be shipped directly back to the manufacturer. Please call for details. How do I return an item? For your protection, we recommend that you use a traceable method such as FedEx to ship your package back to us. Please include your order number and a note explaining what you would like (a refund or exchange). Ship your items to: Real Goods Returns 5455 West Chester Rd. West Chester, OH 45069 -top- Real Goods Emails & CatalogsHow do I subscribe to your email list? You can subscribe here. How do I unsubscribe from your email list? You can opt-out here. How do I update the email address you have on file for me? You can change your email address here. How can I receive a print catalog? See our catalog request form here. How do I remove my name from the catalog mailings? Email us your name and mailing address and we will stop catalog mailings to your address (select "Unsubscribe from Emails or Catalogs in the drop-down menu in order to expedite your request). If available, please include the customer number located on the back of the catalog(s) you have received. -top- International OrderingHow do I place an order shipping to Canada? Please call (800) 347-0070. We are unable to place orders for Canada on our website. What are my shipping options to Canada? At this time, the only shipping option for orders to Canada is standard mail What are your shipping and handling charges for Canadian orders? Our shipping costs to Canada depend on the estimated weight of the order. Shipping is calculated in US dollars. How much duty is charged on Canadian orders? How much tax will I be charged on Canadian orders? Duties and taxes are assessed by Canadian customs. We are not responsible for these fees and cannot tell you in advance what the fees might be. -top- |
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