Frequently Asked Questions

Our 100% Satisfaction Guarantee

Your complete satisfaction is our goal. If you are not satisfied with your purchase, we will offer a store credit, refund or exchange the item(s) for you -- it's your choice. Our goal is to create a strong, long term relationship with our customers.



We are proud members of the Better Business Bureau dedicated to promoting trust and confidence on the Internet.









We are a Customer Certified BizRate Store - the Customer Certified program truly represents the "gold standard" of customer satisfaction ratings of stores. Click on the BizRate image to read our reviews.



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Returns & Exchanges

First off -- a quick suggestion from one of our customers. Have an item you don't want? Consider giving (or selling) the item to a friend, co-worker or housemate. It's a neat way to eliminate the hassle of packing / shipping item back to us, while spreading goodwill at the same time!

Also, in some cases items that appear defective may simply not be working due to various reasons (e.g. jostled during shipping, etc.). Please contact customer service before you ship the item back to us so that we can help troubleshoot the problem or get you in touch with the manufacturer.

To start a return or exchange read this section and then visit reusablebags.com/returns, login with your email and password, then follow on-screen instructions. When you complete the online portion, the following instructions will appear onscreen and be emailed to you.

Merchandise must be returned to us in the original condition it was received. E.g. Do not send damaged or dirty merchandise & be sure you properly pack items you are shipping back to us.

--------------------------
Send returns to the exact address as it appears below:

SOURCE4
c/o ReusableBags.com
1120 West Exchange
Chicago, IL 60609

Please include RMA number(s) inside of your package so we can process your request quickly. We process returns/exchanges/refunds weekly. Typical time to process returns and exchanges is 5-10 business days after we receive your package.

Please note: if you want item(s) exchanged quicker than the timeframe mentioned above, simply place a new order for the item(s) you want and write "Exchange - customer name" in the COMMENTS section of the new order. When we receive the items you are returning, we'll simply credit you back for that merchandise.

-- Original shipping charges are only refunded for returns if item is damaged or defective. (Depending on circumstances we may also refund standard shipping costs to ship item back to us - please ask us)
-- Keep in mind you are responsible for items shipped back us so if it is expensive, you might consider purchasing shipping insurance.

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Ordering on ReusableBags.com

1. How do I order?
   Ordering products from reusablebags.com is easy. Standard stuff- at the bottom of each product description page you have an option to enter a quantity and then add the item to you shopping cart by clicking the "add to cart" button. You can then continue shopping or check out. When you are finished shopping, proceed to checkout and follow the simple steps on the screen.
   
   
2. Any alternatives to ordering online?
   Yes, if you prefer, you can complete you order "offline" via phone, fax or mail-- just proceed through the checkout process. On the payment screen you will be given the option and instructions on how to mail or fax you order. Please include a return fax and phone number in case we have questions about your order. To order via phone call 888.707.3873. (We are a small company so you may get our voice mail. If so please leave a message--we will call you back!)
   
   
3. Can I place an international order through reusablebags.com?
   Yes! Click here for info.
   
   
4. What form of payment does reusablebags.com accept?
   We accept Visa, MasterCard, American Express and Discover and PayPal. We DO NOT accept personal checks. All prices and payments are in U.S. dollars.
   
   
5. Do you charge sales tax?
   We are based in Illinois therefore we only collect applicable state and local tax for orders shipped to Illinois.
   
   
6. What if an item is out of stock?
   Out of stock items will prompt the note "usually ships in 4-6 days." Out of stock items are typically replenished within 3-5 business days. You can order out of stock items and we will ship your order immediately when they arrive. In the rare instance an item is out stock for more than 3-5 business days we will let you know the expected arrival date of the item and suggest possible alternatives.
   
   
7. How do I contact customer service?
   The most efficient way to contact us is via email at customerservice@reusablebags.com. We will get back to you as soon as possible, within 24hrs. If your need is urgent you can call us at anytime at 888.707.3873. If our office is closed, please leave a message for customer service-- be sure to include the best time to reach you and your phone number.
   
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Shipping in the U.S.

1. Our commitment
   We are continually improving our shipping & handling processes in order to provide our customers with shipping choices, fast order turnaround time, accurate / timely information and top-notch service.
   
   Fair pricing
   While some companies choose to make money (or lose money) in this area, our philosophy is to breakeven. In taking this middle road we can be both fair to our customers while giving us the ability to grow a healthy sustainable business.
   
   Always lowering your costs
   Being based in the Midwest allows us to offer reasonable rates to everyone. Plus as we continue to grow and optimize our operations we leverage our volume and efficiency to negotiate better pricing on shipping and handling charges. These saving are passed on to you.
   
   Here's how we are working to make your costs as accurate as possible:
   
   UPS
   Recent improvements allow us to provide each order improved UPS pricing. The shipping cost is based on the actual weight of your order - this is called a Real Time Shipping Quote. What you pay, we pay. Plus, with UPS you get order tracking emailed to you directly.
   
   USPS
   Real Time Shipping Quotes? We're not there yet (ever work with USPS on a project? Not the easiest!), but we're working on it. Currently, USPS prices are an estimate based on order value and weight, but look for Real Time Shipping Quotes and order tracking in early 2008. Until then, we actively monitor USPS shipping rates and tune our formulas based on the best information available.
   
   
2. When can I expect my order to arrive?
   We strive to get your order to you as quickly and cost-effectively as possible. Orders are typically processed and shipped within 24 hours. (Orders placed by 12 PM CT usually ship the same business day.) Orders placed over the weekend typically ship the next business day.
   
   Standard Shipping (UPS Ground* / USPS***)
   3-7 business days
   
   Express (UPS 2nd Day Air)
   2-3 business days
   
   Overnight (UPS Next Day Air Saver**)
   1-2 business days
   
   * To see approximate delivery times from our Chicago warehouse for UPS Ground orders Click here.
   
   ** UPS Next Day Air Saver offers an affordable delivery option for those important shipments that require next-business-day delivery, but don't have to be there in the morning. Overnight Delivery by 3:00 p.m. For more details visit UPS.
   
   *** How is my USPS order shipped?
   To keep customer shipping costs down, we will ship the order using the most cost effective USPS method per the package weight. Generally, orders less than 1 lb. ship USPS Mail (typically 3-7 business days for delivery). Orders greater than 1 lb. ship USPS Priority Mail (typically 2-3 business days for delivery).
   
   
3. Is your USPS order taking a long time?:
   We've shipped thousands of packages domestically through USPS and our experience has shown us that while some do get delayed, almost all of them eventually show up. We've heard cases of packages taking up to 20 business days to arrive. According to USPS, a package that takes longer than 20 business days can be claimed as lost. If you contact us prior to the 20 business day waiting period we will check to make sure the package did actually ship from our warehouse and confirm the ship date, but we will have to wait until 20 business days have passed before we can reship the order.
   
   If a USPS order has taken longer than normal (3-7 business days) here are a few things to do:
   -- Log into your account to verify the shipping address was entered accurately.
   -- Check with your local post office. They may be holding the package (even if they have not left a slip).
   -- Check with neighbors, housemates, co-workers, etc. to see if they have received the package.
   -- Email us and we can confirm with our warehouse when the package shipped.
   
   For information on holiday orders Click here.
   
   
4. Tracking
   Tracking for all UPS orders will be emailed to you directly once your order ships. We don't have tracking for USPS yet, but expect to see it in early 2008.
   
   
5. Military Addresses
   We ship to U.S Military APO/FPO addresses. Your order ships USPS, and the fees are the same as if you are shipping within the U.S.
   
   
6. International Orders
   See below under "International Shipping".
   
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International Orders

Our standard shipping method for international orders is DHL Global Mail. They are very reliable and cost effective. They sort, process, fill out customs forms, etc. and then deliver packages into country's postal system where package is being delivered (e.g. if you live in Canada, package will be delivered by Canada Post).

Shipments to most destinations outside of the US take approximately 7-14 business days depending on where you live. On occasion orders have taken much longer to get to their final destination (20-30 business days), so please be patient. Also due to extra paperwork involved, processing of international orders does take a few days.

International shipping rates:


Shipping	Order Amount
$6.95	$00.01 - $25.00
$8.95	$25.01 - $50.00
$10.95	$50.01 - $75.00
$13.95	$75.01 - $100.00
$17.95	$100.01 - $199.99
*	Over $200
(All prices in US$)



* Orders over $200 require shipping via DHL Courier or a similar carrier that offers tracking/insurance. If so, we will notify the customer since this may create an additional cost.

For all international orders, customers are responsible for paying any customs, import duties and/or any other charges or fees that may be incurred by importing products into your country. We cannot determine in advance what these fees will be. For more information, please contact your local customs office. We always make sure the proper customs paperwork is attached.

We accept either credit card or Paypal for payment.

Here is a link to a handy currency conversion tool. Click here

Canadian Customers: (updated Nov. 2007)
We have recently become aware of lengthy delivery delays experienced in the mail-sorting centers due to the surge in internet orders. We are confident your packages will arrive - it just may take longer than expected. We appreciate your patience!

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Credit Card Security

Safe shopping guarantee
Using your credit card at our online store is just as safe or safer than when you shop at your favorite local store or mail-order catalog. We use industry standard SSL (Secure Socket Layer) software that encrypts all of your data sent to us so that only your web browser, and the server of our web site, can decipher it. This prevents your information from being intercepted and read as it is transmitted over the Internet. You can tell you are using the Secure Socket Layer encryption when a gold or blue padlock appears in the corner of your web browser.

Also, keep in mind that under federal law, a credit card issuer cannot make you liable for charges in excess of $50.00 that result from any unauthorized use of your credit card. There are similar federal laws for debit cards. Visit the Federal Trade Commission's web site to learn more.

Remember, if you prefer not to order online, you can always order offline via phone, fax or mail.

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Privacy Policy

It's straightforward. None of the information you provide to us will be given, sold, or traded to anyone without your consent. That includes your name, address, email, etc. You have our word.

Our Commitment To Privacy

Your privacy is important to us. To better protect your privacy we provide this notice explaining our online information practices and the choices you can make about the way your information is collected and used. To make this notice easy to find, we make it available on our homepage and at every point where personally identifiable information may be requested.

The Information We Collect

This notice applies to all information collected or submitted to reusablebags.com. On some pages, you can order products, make requests, and register to receive materials. The types of personal information collected at these pages are:


Name
Address
Email address
Phone number
Credit/Debit Card Information
(etc.)


On some pages, you can submit information about other people. For example, if you order a gift online and want it sent directly to the recipient, you will need to submit the recipient's address. In this circumstance, the types of personal information collected are:


Name
Address
Phone Number
(etc.)


The Way We Use Information

We use the information you provide about yourself when placing an order only to complete that order. We do not share this information with outside parties except to the extent necessary to complete that order.

We use the information you provide about someone else when placing an order only to ship the product and to confirm delivery. We do not share this information with outside parties except to the extent necessary to complete that order.

We offer gift-cards by which you can personalize a product you order for another person. Information you provide to us to create a gift-card is only used for that purpose, and it is only disclosed to the person receiving the gift.

We use return email addresses to answer the email we receive. Such addresses are not used for any other purpose and are not shared with outside parties.

You can register with our website if you would like to receive our catalog as well as updates on our new products and services. Information you submit on our website will not be used for this purpose unless you fill out the registration form.

We use non-identifying and aggregate information to better design our website and to share with advertisers. For example, we may tell an advertiser that X number of individuals visited a certain area on our website, or that Y number of men and Z number of women filled out our registration form, but we would not disclose anything that could be used to identify those individuals.

Finally, we never use or share the personally identifiable information provided to us online in ways unrelated to the ones described above without also providing you an opportunity to opt-out or otherwise prohibit such unrelated uses.

Our Commitment To Data Security

To prevent unauthorized access, maintain data accuracy, and ensure the correct use of information, we have put in place appropriate physical, electronic, and managerial procedures to safeguard and secure the information we collect online.

Our Commitment To Children's Privacy

Protecting the privacy of the very young is especially important. For that reason, we never collect or maintain information at our website from those we actually know are under 13, and no part of our website is structured to attract anyone under 13.

How You Can Access Or Correct Your Information

You can access all your personally identifiable information that we collect online and maintain by emailing us at service@reusablebags.com. We use this procedure to better safeguard your information.

You can correct factual errors in your personally identifiable information by sending us a request that credibly shows error.

To protect your privacy and security, we will also take reasonable steps to verify your identity before granting access or making corrections.

How To Contact Us

Should you have other questions or concerns about these privacy policies, please call us at 773.912.1562 or send us an email at service@reusablebags.com

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Linking to ReusableBags.com

If you have a website and want to link to our site to help spread awareness, feel free to use our logo graphic posted here. Also you can add our Plastic Bag Counter to your site by Clicking here

Plastic bags consumed this year worldwide (brought to you by ReusableBags.com):

Holiday Shipping Information

We will do everything possible to ensure your order arrives in time for the holidays. Whenever possible order early!

Need it in time for Christmas? Keep these dates in mind. Order by:



• 12PM CST, Dec 13th for Standard Ground - ships by Dec 17th


• 12PM CST, Dec 19th for UPS 2nd Day Air - ships by Dec 19th


• 12PM CST, Dec 20th for UPS Next Day Air Saver - ships by Dec 20th


• After 12PM CST, Dec 20th - will not arrive by Dec 24th

Please Note: These dates are our best estimates and are not guaranteed. Weather delays, out of stock items, or other unforeseen circumstances may impact delivery time.

Above dates for in stock items delivered in the 48 contiguous states.


• Orders for in stock items placed by 12 pm CST typically ship the same business day from our Chicago warehouse. If "usually ships in 4-6 days" appears on the product page, more than likely inventory for that item is en route from our supplier.
  
  
• We recommend allowing at least a one week lead time on your order. When in doubt, upgrade to UPS 2nd Day or Next Day Air delivery. It's always a good idea to leave a buffer day to take into account things like severe weather or a recipient not being home.
  

During the checkout process you can select the gift option -- this will hide the prices on the packing slip and you can enter a personalized gift message to appear.

While our webstore is always open, our office and warehouse will be closed after 12 pm CST on December 24 through December 26.

Thanksgiving: There is no UPS or USPS delivery or pickup on Nov. 22 or Nov. 23. While expedited orders placed before noon on Nov 21 will ship same day, they may not deliver on time due to UPS / USPS holiday schedule. Non-expedited (standard shipping) orders placed on or after Nov 21 may not ship until Nov 26.

New Year's: There is no UPS or USPS delivery or pickup on Dec. 31 or Jan. 1. While expedited orders placed before noon on Dec 28 will ship same day, they may not deliver on time due to UPS / USPS holiday schedule. Non-expedited (standard shipping) orders placed on or after Dec 28 may not ship until Jan 2.

Happy Holidays! Click here to visit our store.

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