FAQ

Frequently Asked Questions

 

How do I know if you have received my order?

When you place an order you will receive an email with your order number and your ordered items. If you have any questions, please quote your order number when emailing or phoning us. We will send you another email with your tracking reference, once your order has been shipped.

 

How do you send out my order?

All orders are sent in discreet packaging. Your order will arrive in a plain, padded envelope or box. There are no labels on the packaging except the delivery address. There is no reference to what is contained within the envelopes or boxes. Inside will be your product and an invoice.

 

Do you offer discreet billing?

As of now, your billing statement will show a charge from Lazy Chipmunk. If it changes in the future, any change will be noted here.

 

I've looked all over the Internet and I just can't believe how cheap you are!

We have been doing this for a very long time and have built up strong relationships that can supply us with quality products. Because we buy all our stock in large quantities, we can offer our customers a great range of products at fantastic prices.

 

So these photos and information in the shop section... are they EXACTLY what I'm going to receive?

We take all of our product photographs in house, unless a supplier is nice enough to provide us with excellent images. All photos on the site are genuine photographs of products from our inventory. The information about sizes/weights etc. is given to us by our suppliers. Occasionally, a supplier may alter their design ever so slightly. Maybe they'll move or change their logo slightly; maybe they'll slightly alter the color; occasionally they'll change the size by a couple of millimeters. If the design has changed significantly (i.e. the operation of the item is different) then we'll take a new photograph and replace the old one.

 

What about security when I pay by credit card?

Our security is second to none. When you place an order, your personal information is transferred safely. We use military standard 128-bit Secure Socket Layer technology, as provided by one of the world's leading secure certificate organizations. Our payment gateway exceeds minimal criteria established by online ecommerce regulations. We never even see your card details.

 

I want to buy large amounts; do I get a discount?

Please email us with your request and we will help you as much as we can.

 

I cannot complete my transaction because of an “AVS Mismatch” or “Gateway error”. What does this mean?

Lazy Chipmunk provides our clients with a very strict and secure checkout system to ensure each purchase is authentic and non-fraudulent. If you did not receive an order invoice number, then your attempted transaction was rejected. The "AVS Mismatch" or "Gateway Error" is a direct result of incorrect or mismatched billing information being used to complete the purchase.

 

What can I do to correct and resolve the “AVS mismatch” or “Gateway error”?

The billing information you entered for your order has to absolutely match the information your credit or debit card company has on file for you. Street address, phone number and email address have to be perfectly matched for the transaction to go through successfully. Use only standard abbreviations such as “St, Ter, Ct, Blvd or Ave.” Any variations in billing information from what your card issuer has on record for your account will be rejected as a failed transaction. Each failed transaction attempt will result in a temporary pending charge to the listed account used. The account will never be charged the pending amount and all pending charges will take up to 24 hours to be released from the account. We highly recommend contacting your Bank or Credit Card Company to confirm all information is accurate before placing your order. If you are required to update your information with your card company, it will take 24 hours for the new billing information to be confirmed in the national database.

 

Once I have ordered, how long will it take for my order to arrive?

If you pay by credit card we will endeavor to send out your order the same day.

You will receive an email when your order is shipped, with a tracking reference if the shipping method you have chosen allows for it. You can use this reference to track the progress of your parcel with your chosen courier company.

Please note that packages can take longer to arrive overseas. We are at the mercy of the postal services, and they can be less than reliable!

In addition to this, you should note that sometimes items in your order may be out of stock. We will do our very best to ship your order as soon as possible.

 

If there is a problem with my order, what do I do?

Email us with your order number and the problem. We'll get back to you as soon as possible and help resolve your issue whether that means returning damaged items, replacing missing items, or whatever other issues that may arise.

 

How do I contact you?

We try to make it super easy to get a hold of us. If it’s a question about your order, you can fill out our Contact Us form, email us at support@lazychipmunk.com, or call us at 1-888-727-2171

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