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      SHOP & SHARE TO EARN REWARDS WITH 9W REWARDS

      Where is my order?

      If you know your order ID you may track your order right now:
      When your order ships you’ll receive an email with a link to UPS.com and your tracking information.

      What does my order status mean?

      Order Statuses:


      Your order status page updates in real time as the status of the shipment changes. Possible statuses include:

      Confirmed – Order has been successfully submitted and sent to our warehouse for processing.
      On its way - Order has been fulfilled or partially fulfilled and the shipment is in transit.
      Out for delivery - Shipment has arrived in your area and will be delivered to your soon.
      Delivered - The customer received their shipment.
      Attempted delivery - The carrier attempted to deliver the shipment to the destination address but was unsuccessful.

      Where is the rest of my order?

      If you have received only a portion of your order and have items outstanding, please note there are two likely reasons for this:

      • - You have one or more items that were advertised as being available for pre-order when your purchase was made.? These items would have had a date posted on the product, in the cart and also in the order confirmation email.? Before filing a lost package claim, please check your order status here to see if your items are pre-ordered.
      • - If you are certain you have no pre-orders and more than 2 business days have passed since the tracking confirms your delivery, we should treat your package as lost.

      Cancelling an order

      We are unable to cancel any order that has begun the shipping process.? Only orders in the status of Processing may be cancelled.


      There are two ways to cancel your order if it qualifies:?

      1) The Order Confirmation email you received contains a link to cancel your specific order (this link is dynamic and you must obtain it from the email).

      2) Check your order status?here.?If your order status is?Processing, you will see a link directly under the order number and to the right of 'reorder' that says 'cancel order'.? If this link is not present and your order is not in the status of Processing, this order cannot be cancelled.


      In either case, you will be directed to a page where you will be asked to confirm the cancellation.? This will then redirect you to a confirmation page and you should receive an email within 1 hour confirming your cancellation.


      If you are attempting to cancel a PayPal order, or a pre-order item that is scheduled to ship more than 2 business days from now or your order was eligible for cancellation but the cancellation returned an error message, please click here to submit a form requesting assistance on this matter.

      Changing an order

      Once an order has been placed, we are unable to edit it for any reason in any way.? If you have placed an erroneous order, please if eligible request a cancellation or otherwise return the items for refund.

      Shipping rates & policies

      SHIPPING RATES AND POLICIES

      Please note all orders ship via UPS and are subject to UPS service levels.


      We cannot be responsible for delays in UPS service.


      Please note warehouse does not ship on weekends or major holidays.


      Expedited orders MUST be submitted no later than NOON ET to count that day in the shipping computations.?


      Only business days are included in the shipping computations.


      Please allow 2-3 business days for order handling & processing in addition to the times below (except rush orders).



      Services offered on the site for shipments in the Domestic United States Only are:

      Service EST DAYS EST TIME CHARGE
      1-5 Business Days

      Delivery based on distance to destination

      $7.00*

      2 Business Days

      Delivery typically by end of day

      $15.00

      1 Business Days

      Delivery typically by end of day

      $30.00

      *Free shipping offers apply to UPS Ground orders over a certain amount

      Lost or stolen packages

      If your package has been lost after being shipped, and you have been charged for the items, we will assist in finding or promptly replacing your purchase.


      A package should be considered lost if:

      • - It shows as delivered to the wrong location
      • - It shows as delivered to you more than 2 business day ago
      • - It is 'stuck' in the UPS system for more than 5 business days

      Please file a lost package report to log the claim.?


      We will research the shipment, attempt to find it, and failing recovery issue a credit to you in the form of gift card or tender-type refund.? Gift card reimbursements are eligible for price adjustments related to the lost purchase.


      Please expect 3-4 business days for a representative to assist you.

      Wrong or damaged item(s)

      If you have recieved the wrong item(s) or your goods arrived signficantly damaged, please accept our apologies and submit the claim below immediately.


      The erroneous or damaged part of your order is eligible for a full refund with all restocking fees waived within the standard return time window.? Please note that for an item to be 'wrong' it must be a different UPC than what was ordered.


      If you your items were not mis-shipped or damaged, but rather one or more items is missing, please read here instead.

      International shipments

      We are unable to offer service to Non-US billing addresses, ship-to-addresses, ultimate destinations via forwarders or credit card issuers at this time.? Please note that other regions of the world may be serviced by a regional distributor or licensee.

      Return instructions & policy

      Nine West is happy to offer quick and easy returns for customers of www.trueimagebackup.com for any reason within 21 days of your actual delivery date (as confirmed by UPS.com) for eligible items.

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      Eligible Items Are:

      - Delivered to your shipping address within the last 21 days.

      - Item(s) purchased from www.trueimagebackup.com. We cannot assist with refunds from other retailers or websites.

      - Item(s) are in unworn, sellable condition with original packaging (with exception of damaged packages).

      - Items NOT sold as Final Sale - please see your Order Confirmation email or track your order & item status at www.trueimagebackup.com/track?

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      All refunds will be to original tender type- no exceptions.

      All orders, unless items were sold as 'Free Returns' or if items were mis-shipped or damaged, are subject to a $6.95 per order restocking fee. This fee will be charged only once per order.

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      New - Self Service Fast Returns

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      We are pleased to introduce our new online returns portal to provide you with accurate returns information and fast refunds.

      Customers using this system should expect to receive their refunds typically within 3-5 business days (please allow for individual banks to take 48-72 hours longer).

      You will receive an email when your refund has been processed.

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      Please have your order number and the email address you used to place the order at hand and click the button below to start your return:

      Note: Please always include your original packing slip in the box to expedite restocking and retain your authorization email and/or receipt for your records.

      Note: We use Mail Innovations for returns labels which allows you to hand the package to your USPS Mail Carrier or take to your local USPS Post Office.

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      If you need a replacement label for a return you already created, please click here for assistance

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      Customers wishing to self-ship returns, please note these returns may take up to 3-4 weeks to be received and refunded to your original tender type.

      Please neatly package your returns, include annotated packing slip and mail package to:

      Returns Center

      1248 South River Road

      Cranbury, NJ 08512

      Exchanges

      While we are unable to facilitate true exchanges online, we are happy to credit a reimbursement of the restocking fee for customers wishing a replacement purchase.


      To 'exchange' goods in this way, please follow these steps:

      1. Return your existing order using the process outlined here.
      2. Submit an exchange fee waiver request below
      3. Use the code that will be emailed to you on your next purchase to deduct the $6.95 fee from that order.

      Please note, you must wait for and use the code in step 2 to waive the fee.?
      We cannot waive it retroactively.

      Return labels

      You should have received a prepaid return label with your package.? If you did not, or lost or discarded yours, we would be happy to email you a new one so that you may return your package.


      Don't worry, once you have logged your request we will accept your return (subject to a reasonable delay) within an extended window as we facilitate your request.


      Please allow 1-2 business days.

      Restocking fees

      With the exception of mis-shipped goods, damaged goods or lost packages, all?returns are subject to a restocking fee of $6.95 per order.?


      This is to cover a portion of the expense of shipping, receiving, paying for return postage and restocking the goods and will be charged in all cases.

      Where is my refund?

      PLEASE WAIT 21 DAYS FOR YOUR REFUND TO APPEAR ON YOUR CREDIT CARD STATEMENT and your refund email to be sent from the date you send in your return.


      Please allow up to 7 days for transit and 14 days for your return item to be received into our facility and processed.? It must be inspected for condition and your card credited for the purchase.? YOU WILL RECEIVE AN EMAIL when your refund is issued.


      If, after 21 days from the date you postmarked your return, you do not yet see a credit or an email referring to same, please contact us.


      Please note: Agents do not have returns information until your return is posted and may not submit a refund claim until 21 days have passed.

      Billing questions & inquries

      We do not charge credit cards upon order and we do not store credit card numbers on file.


      When you place an order with us, we place an authorization hold for the full amount of the purchase in order to verify availability of funds.? This hold will remain on your card until the order is complete or an appropriate amount of time passes (per your bank's policies).


      In accordance with Visa/MC/Discover/Amex guidelines, we charge your card as we ship items to you.? With many orders this looks like a traditional transaction.


      When your order contains preorder items, which are clearly labeled throughout the purchase cycle, you will definitely see a significant amount of time between the initial purchase and the fulfillment.? This may result in the appearance of a double charge.


      Additionally, if your order contains one or more preorder items, you may see more than one charge as we charge your card against the original authorization only as we ship items to you.? At no time should these charges ever exceed the original purchase as detailed here.


      If, after reading the above, you still believe you have been charged in error please submit a billing inquiry.? A representative will research your case and be in touch to resolve within 5 business days.

      Shop Now. Pay Later with Klarna.


      We're excited to announce we have partnered with Klarna to bring you new ways to pay at checkout. It’s a safe and simple way to get the stuff you want, when you want it.

      Here's how it works:

      Step 1
      Add products to your cart and select “Klarna” when you check out

      Step 2
      Enter a few personal details and you’ll know instantly if you’re approved

      Step 3
      Klarna will send you an email confirmation and reminders when it’s time to pay

      Step 4
      You can complete your future Klarna purchases with just one click

      Payments information:

      Pay in 4 interest-free installments
      Split your purchase into four equal payments. Just enter the credit or debit card details of your choice and make automatic payments every two weeks. No interest or fees when you pay on time.

      Full terms of Pay later in 4 interest-free installments.

      *CA residents: Loans made or arranged pursuant to a California Finance Lenders Law license.

      Pay in 30 days
      Try your stuff at home and decide which items you want to keep. Make your payment in full 30 days after your purchase is shipped. No upfront payments, no interest, and no fees when you pay on time.

      Full terms of Pay later in 30 days.
      Full terms of Pay later in 30 days by card.

      *CA residents: Loans made or arranged pursuant to a California Finance Lenders Law license.


      About Klarna


      Pay online or in the app

      Review your latest purchases and make payments in the Klarna app or online.

      ● Download the Klarna app: https://www.klarna.com/app
      ● Log in online: https://app.klarna.com/login/.
      ● Chat with customer service: https://www.klarna.com/us/customer-service/

      Safe and secure

      With Klarna, you are always covered through Klarna’s Buyer Protection policy. Modern safeguards protect your information to prevent unauthorized purchases.

      Frequently asked questions

      Visit our FAQ (https://www.klarna.com/us/customer-service/) page to find out more about using Klarna.



      About Klarna

      At Klarna, we have a relentless focus on creating the best shopping experience in the world. We believe payments are so much more than just a way to send money. That’s why our smooth payment methods give you more time, control and joy so you can focus on the things you love.

      ● 80 million shoppers are using Klarna.
      ● 190,000 retailers are working with us worldwide.
      ● We’ve been powering online checkouts for 14 years.

      Price adjustments

      Due to the very promotional nature of the site, we are unable to issue price adjustments on prior orders.


      This includes orders where a customer neglected to enter a code, where a price changed after an order was placed or where a price may have been advertised incorrectly on a 3rd party website.


      The only instances in which an order is eligible for price adjustments are:


      • ? ? - Replacement of lost packages
      • ? ? - Replacement of mis-shipped or damaged items
      • ? ? - Exchanges
      • ? ? - Price advertised incorrectly in our emails
      • ? ? - Cancels due to stock availability

      If your purchase qualified under any of these conditions, please submit a price adjustment request below.

      General inquries

      Want to talk to us?? We would love to hear from you.


      For all inquiries of a non-urgent nature please submit your request here.? We will route your request to the appropriate department and attempt to solicit a response within 5 business days when appropriate.

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