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FAQ

RETURNS:

Orders may be returned if they are new, unused and unopened if the order is returned within 10 days of receipt and the order was not a final sale.

TO MAKE A RETURN:  

Send your order, along with its original packing slip to:

Preserve Brands c/o Fulfillment America
Attention: Brian Howard, Return Specialist
17 Progress Road
Billerica, Massachusetts   01821

Please retain the tracking number of your return shipment in the unlikely event that it does not reach our returns department. 

YOUR CREDIT:  

Once we receive your return, we will process your refund as soon as possible. The charges placed on your card will be credited to you, though shipping costs are non-refundable.

Please note that refunds may take from 10 to 15 business days to show on your account due to varying processing times between payment providers. If for any reason you do not receive the credited amount within that time frame, please feel free to contact us at 781-218-2680 or email us at clientservices@preservebrands.com.

SHIPPING CHARGES FOR RETURNS:

Preserve Brands does not refund the cost of shipping and if you do return an opened product or remove branding or tags, we will not be able to issue a refund as the product cannot be resold.

DAMAGED ITEMS:  

We’ll take care of it.  Email us at help@preservebrands.com and let us know what happened. Your satisfaction is our primary concern.

PAYMENT METHODS:

We accept Visa, Mastercard, American Express and Discover. If you would like to get in touch with us about a different billing method please feel free to contact us. Payments are processed by Stripe.com.  Stripe is a trusted fraud prevention merchant payment processor supporting secure payment processing worldwide.

SHIPPING & FULFILLMENT:

UPS is currently our courier of choice. We currently ship our products from our fulfillment center located in Billerica, Mass.

ORDER STATUS:

Please email our customer care team at help@preservebrands.com and they will be happy to let you know the status of your order should you have any questions or concerns.

INTERNATIONAL SHIPPING:

We currently do not ship orders outside of the United States.

LOST PACKAGES:

  • If you have a package that was marked as delivered but you have not yet received it, we ask you take the following steps:
  • Check with your neighbors or front door to see if the package was left there
  • Reach out to UPS – (800) 742-5877 or www.ups.com
  • Contact our team at help@preservebrands.com and include your order number.
  • We kindly ask that you report your lost or stolen shipment within 10 days of the marked delivery date. If an order is lost after being shipped to a third-party mail forwarding facility, we are unable to assume the responsibility of the package once it is marked as delivered.
  • Once an international shipment has been marked as ‘delivered,’ we are no longer responsible for the particular package.
  • Please note, we are not responsible for refunding or reshipping lost orders due to an incorrect address at checkout.

IF I PLACE AN ORDER, WHEN WILL I BE CHARGED?

Your card will be charged at the time your order is placed. 

SECURE CREDIT CARD TRANSACTIONS:

We take the utmost care and concern for your privacy while you are shopping on our site. We will never share or sell your information to any third party, and the information we collect is solely used to contact you about your order if necessary. Transactions on our site are secured using up to 256-bit SSL encryption technology to ensure your personal information (especially your name, address, and credit card number) stays out of the wrong hands and cannot be read or intercepted as it travels to our payment processing system.

CREDIT CARD DECLINED?

If your credit card is being declined while trying to place an order, it is likely due to your billing address not matching the billing address tied to your card. Please make sure to double check that the billing address matches your card billing address. If you still experiencing problems, you might want to contact the issuing bank of your credit card regarding this matter, and then inform us of any additional information.

OUT OF STOCK ITEM:

Please email help@preservebrands.com  and let us know what product you are interested in. Our team will be more than happy to pass along any information they have regarding stock, and if/when it will be back on our site.

CORPORATE GIFT GIVING AND LARGE ORDERS:

We would love to help you service large groups with Preserve gift packaging and products. If you have questions concerning corporate gift giving and volume orders, please email help@preservebrands.com so we can further assist you.

HOLIDAYS WE OBSERVE:

Preserve Brands observes the following holidays: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day. Please note, depending on when these holidays fall throughout the year we may be closed additional days other than those listed.

WHEN CAN I EXPECT MY ORDER TO SHIP?

All orders will ship from our fulfillment facility in Billerica, MA within 1-3 business days from when the order is placed. From there, it will take about 2-5 business days for orders to be delivered within the US and anywhere from 4-21 business days for international orders depending on the selected shipping method. Please note any UPS  expedited overnight orders placed on Friday by 2PM EST will not be delivered until the following Monday as we currently do not deliver on Saturdays. Additionally, any orders placed on Saturday or Sunday will not ship until the following Monday as we currently do not ship orders over the weekend.

HOW DO I PLACE A CUSTOM ORDER?

Email help@preservebrands.com with your request and we will get back to you within the business day.

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