Before contacting us, please take a look through our HELP topics to see whether we can answer your question immediately.  Just click on the appropriate topic below to read answers to our Frequently Asked Questions:

Help with Cookies
How does Supeuyusal use cookies?
How can I set my browser to accept cookies?

Order Status
Why has my order not shipped?
What does In Distribution Centre mean?
What does Waiting Verification mean?
What does Backordered mean?
What does Declined mean?
What does Returned mean?
What does Authorizing CC mean?

E-mail Confirmations
What happens after I place my order?
Why did I get two e-mails after I placed my order?

Returns
What do I do if I am not happy with my product?

Refunds
Why have I not been refunded yet?
How much is my refund?

Web Issues
Why can’t I access my file anymore?
I am having problems adding to my cart.  What should I do?
There is a price discrepancy on the web.  What should I do?

Item Inquiries
When will this item be in stock?
How can I get more information on an item?
How do I know if my item is in stock?
How can I find out what an item number is for a certain product?

HELP WITH COOKIES

Cookies are small files placed on your hard drive that identify you and helps us make your online shopping experience easier. Protecting your privacy is extremely important to us. Use of the information stored in these cookies is fully in accordance of Superbuyusa's Privacy Policy.

How does Superbuyusa use cookies?
When looking up your order on line, there are different statuses that you will see.  Here is a brief explanation of each status: Most cookies are "session cookies," meaning that they are automatically deleted from your hard drive once you log out or close your browser. Superbuyusa uses cookies on certain pages of the web site to:

    · Allow you to sign in, hold items in your shopping cart and make purchases
    · Allow you to track past & current orders
    · Set your language preference
    · Promote and enforce trust and safety
    · Proceed through our online check-out

Superbuyusa does not permit third parties we work with to collect personal information about you through the use of cookies or web beacons.

How can I set my browser to accept cookies?
Click on the browser that you're using to see how to accept cookies:

    · Internet Explorer 6.0
    · Internet Explorer 5.0
    · Internet Explorer 4.0
    · Microsoft Internet Explorer 5.0 (Mac)
    · Microsoft Internet Explorer 4.0 (Mac)
    · Safari Version 1.2.4
    · Mozilla Firefox
    · Netscape Communicator 8.0
    · Netscape Communicator 6.0
    · Netscape Communicator 4.0

ORDER STATUS

Why has my order not shipped?
When looking up your order on line, there are different statuses that you will see.  Here is a brief explanation of each status:

What does In Distribution Centre mean?
In Distribution Centre – This status indicates that your order information has dropped into the Distribution Centre where they are in the process of picking your order from the shelves, packaging it up in the appropriate way and shipping it off to you.  When an order shows “In Distribution Centre,” it is at a stage where it cannot be cancelled. 

What does Waiting Verification mean?
Waiting Verification – This indicates that your order is going through our Credit Card verification process.  This is done for Credit Card protection.  Once your Credit card information is verified, your order can then go to “In Distribution Centre” status so that the Distribution Centre can begin processing your order. 

What does Backordered mean?
Backordered – This indicates that your order is unable to ship due to the fact that inventory has not yet been received in our Distribution Centre.  Please contact the Customer Care Centre at 1-888-2020-888 for an explanation as to why your order is in Backorder status.

What does Declined mean?
Declined - This indicates that your credit card has declined.  Someone from our accounting department will attempt to contact you to obtain another credit card number prior to canceling your order.

What does Authorizing CC mean?
Authorizing CC - This indicates that your order was placed that day and it is waiting for our day-end processing to occur to authorize your credit card.  When your order is in this status, you may call our Customer Care Centre to modify your order (i.e. add or delete products, cancel your order, change shipping method or method of payment, etc.)

What does Returned mean?  
Returned – This can mean one of three things. It can mean that an item has been received by our Distribution Centre and refunded. It can also mean that a credit has been issued on your account. Lastly, it can mean that an exchange has been sent out for you. If you are unsure why your order would say Returned, please contact our Customer Care Centre at 1-201-392-1727.   If you would like more information on returns and refunds, please click here.

E-MAIL CONFIRMATIONS

What happens after I place my order?
Why did I get two e-mails after I placed my order?
After you place your order, you will receive an e-mail order confirmation which will include your order number. Please note that your e-mail address must be on file with us. We encourage you to save or print your e-mail order confirmation for your records. Another order confirmation e-mail will be sent once the item is shipped from our Distribution Centre.

The original e-mail indicates that we have received your order and we will soon start processing it.  It does not indicate that your order has been shipped.  You will receive a second e-mail to notify you when your package will be shipped as well as the approximate shipping time frames.

RETURNS

What do I do if I am not happy with my product?
If, for any reason, you are not satisfied with your purchase you can return it to us within 30 days for a full refund. We ask only that you return the product in the same condition and with the same packaging in which you received it.  Health and beauty products are subject to reasonable trial.

Simply complete the back of your order summary and return the item to Superbuyusa using the labels provided at the bottom left of your order summary. You are responsible for any costs incurred to return an item to us.

For your protection, when returning your purchase, please use an insurable method of delivery. Please note that Canada Post will not insure jewellery items.  It takes an average of seven business days from the day we receive the returned item to credit your account. You will receive an e-mail once the item has been credited by our Distribution Centre. Please note that your e-mail address must be on file with us.

REFUNDS

Why have I not been refunded yet?
To determine whether your package has been received at our Distribution Centre or not, use the Waybill number for packages returned by Courier or the Proof of Delivery number for packages returned by Canada Post to track your package.  Click on the appropriate link below and insert the number provided by your courier.  Please note:  The Waybill number or Proof of Delivery number is only provided for packages that are insured.

How much is my refund?
If you are unsure how much your refund amount should be or if there is an error in the refund amount, please contact our Customer Care Centre at 1-201-392-1727 and a Representative will be happy to help you out.

WEB ISSUES

Why can’t I access my file anymore?
If you are unable to access your file for some reason, please e-mail support@superbuyusa.com. Please ensure you include your name, address and phone number in the email along with a desired password if you are setting up your account. Often, they will find that you have multiple accounts set up which prevents you from accessing your file. They will be able to put in a request to merge your accounts so that within 5 business days you will be able to access your accounts on line again.

There is a price discrepancy on the web.  What should I do?
If there is a price discrepancy within the web or between what is shown on air and the web, please contact our Customer Care Centre at 1-201-392-1727 immediately so that they can adjust your order to reflect the correct price of the item.

Please let the Customer Care Representative know that there is a price discrepancy on the web so that they can pass this information on to a Supervisor. This information will then be forwarded to our IT department to correct the problem.

I am having problems adding to my cart.  What should I do?
If you are having problems adding to your cart, please contact our Customer Care Centre at 1-201-392-1727 so that they can place your order for you. Please let the Customer Care Representative know that you had an issue with the web so that they can pass that information on to a Supervisor. This information will then be forwarded to our IT department.

ITEM INQUIRIES

How can I get more information on an item?
When you click on an item, you will be taken to the product detail page. This page features all the details about the item, allowing you to learn more before making a purchase. Our product detail pages now feature even more information to help you make an educated decision:
Click here for more information.

How do I know if my item is in stock?
Looking for our "Check Availability" button? You no longer have to check if an item is in stock before ordering it. The drop-down menus only offer styles and sizes that are available to order. Once you have selected your item click the Add to Cart button - it's that simple! We've taken the guesswork out of shopping online.

When will this item be in stock?
If you find that the item you were looking for is not in stock, check our interactive Program Guide to determine when that show will be on air again.  There is no guarantee that your particular item will be coming back however, generally, the vendor will bring back the most popular items again or a different version of their most popular items.

You can also check to see whether we carry an item similar to the one you are looking for simply by searching by category.  Click on one of the categories at the top of any page to see the feature page of items in the category.