Payments & Orders
Q: Can I cancel my order?
A: We are sorry, but once your order is submitted we are unable to make any changes to your order. Due to our Live Order system, once the submit button is pressed, the order is electronically processed and sent for processing and fulfillment.
Q: I am trying to use an American Express Gift card to pay for my purchase. There is no name on the gift card but the system is requiring a name on the card. How do I proceed to pay with the card?
A: Unfortunately Prlde does not accept gift cards as a payment option.
Q: Do you offer free returns?
A: If you would like to return something on your order, please call us for a return authorization number. You may contact us at info@prlde.com and we would be happy to assist you.
Items must be returned to the original place of purchase within 120 days of purchase date. We do not offer free returns unless there was an error on our part.
Q: If I order an item that is on backorder, when does the payment go through?
A: We do not charge customers until their order ships out. Meaning if an item is on backorder, the charge will not go through until the day it ships out for delivery.
Q: Why has the price changed in my shopping bag?
A: Our system automatically updates prices daily on items left in the Shopping Cart. The amount reflects the most current price offered at prlde.com.
Q: I just placed a phone order not even an hour ago, and would like to modify my order. Is it possible to change my order?
A: We are sorry. Unfortunately, once an order is placed it is unable to be modified.
Q: I am tax-exempt. How can I send the paperwork so I can submit it to remove the taxes?
A: If you have tax-exempt paperwork, please scan your documents to us at info@prlde.com and put tax-exempt in the subject line. Once we received the paperwork we would be happy to refund the taxes on your order to you.
Q: What forms of payment does Prlde accept?
A: If you are placing your order online, the two forms of payment we accept are PayPal and credit card. We accept Visa, MasterCard, American Express, or Discover cards.
Q: Why is there a tax on the shipping?
A: As you are probably aware, most states require their residents to pay sales tax on any goods used in the state, even those products ordered from out-of-state companies. We are required to collect sales tax in those states where our company has a legal presence. Having a sales person or sales agent who travels within a state is considered to constitute presence.
Q: The website states that my credit card number or CVV is invalid.
A: We recommend verifying that all credit card fields are populated accurately prior to submitting your order. If you continue to experience difficulties placing your order please contact at info@prlde.com and a representative will be happy to assist you.
Q: How long does it take for my order to arrive?
A: If your item is in stock it is expected to ship out of our warehouse in 48 hours. Standard Delivery may take 5-7 days. Personalized items take an additional 5-7 days.
Q: How do I know if my order went through?
A: To determine if your order went through, click sign in at the top left corner of our website. Once you are logged in you can view your account history and any recent orders you have placed. You can also contact customer service at info@prlde.com and a representative will be happy to assist you.
Q: I did not receive an order confirmation for the order that was just placed. How do I get that sent to me?
A: Please allow 1 hour for your confirmation to be received. If you do not receive it after that time frame please contact customer service atinfo@prlde.com.
Q: How do I reach customer service regarding my order?
A: You have several options for contacting us at Prlde: Email us:info@prlde.com.
Shipping & Returns
Q: When will my order ship?
A: Orders are expected to ship out of our warehouse within 24-48 hours.
Q: Is there anyway for me to track my orders?
A: Click the link along the very top of our website that says Track Orders. You will be asked to enter your order number and zip code. If your items have shipped, there will be a tracking number available. By clicking on the tracking number, you can see how far along the shipping process is and an estimated delivery date.
Q: Why was my backorder cancelled?
A: Your order may have been cancelled due to lack of inventory.
Q: What is your return policy?
A: Prlde will pay return shipping costs for a product that arrives broken or damaged, or is defective in any way, or is not the product that was ordered. You are responsible for return shipping costs if the product is no longer needed or desired or if the wrong product was ordered. No Returns on Personalized items unless damaged in delivery and then Prlde will replace product with a new item upon return of damaged product. All other merchandise, unused / new, may be returned with proof of purchase (order number / receipt) within 120 days. To return an item contact us at info@prlde.com for a return authorization number.
Q: Where do I send my return?
A: You may send your return to us. please email us the return item detail.
When returning the item, we suggest you obtain a receipt for your own records, in the event the package fails to reach us.
Prlde will pay return shipping costs for a product that arrives broken or damaged, or is defective in any way, or is not the product that was ordered. You are responsible for return shipping costs if the product is no longer needed or desired or if the wrong product was ordered. No Returns on Personalized items unless damaged in delivery and then Prlde will replace product with a new item upon return of damaged product. All other merchandise, unused / new, may be returned with proof of purchase (order number / receipt) within 120 days. To return an item contact us at info@prlde.com for a return authorization number.
Q: How much do you have to spend for free shipping?
A: Prlde offers free standard shipping for orders with a subtotal of $75.00 +. Occasionally, we offer different shipping promotions including free shipping on all orders. If you would like to be notified of free shipping days, we suggest clicking Email Sign Up located at the top of our page.
Q: I did not receive my shipping/tracking information. How can I obtain it?
A: Please refer to your shipping confirmation or you may log on to Prlde.com and click on Track Orders.
Q: Do you ship to Canada?
A: Thank you for your interest in our company and products; however, we regret to inform you that we are unable to accommodate your request to ship outside of the United States.
Due to customs regulations, shipping and insurance costs, and international banking regulations, we are unable to accept or ship orders outside of the United States.
Q: Can I change my method of shipping once I have placed my order?
A: We are sorry. Unfortunately, once an order is placed there cannot be any changes or modifications.
Q: In order history, what does it mean by status approved?
A: If your order is showing as approved, this means that it is currently being packed in our Warehouse for shipment. As soon as your order ships, you will receive an email confirmation to track your package.
Q: Can I ship to two different addresses?
A: You can only ship to one address per order. Therefore, to ship to two separate addresses, you would need to place two separate orders.
Q: Can I return a product back to Prlde that was received broken from Macy’s?
A: Unfortunately, all products not purchased directly from Prlde will have to be returned back to the original place of purchase.
Q: What carrier is used for shipments?
A: We use the following carriers for shipment: Standard shipping: FedEx Smartpost, Expedited shipping: United States Postal Office, 2nd Day and 1 Day: Fed-ex ground
Q: How long will it take for a backordered item to arrive?
A: This depends on the specific item you have ordered. Please contact us directly at our email: info@prlde.com and we will be happy to look up an availability date provided one is available.
Q: What types of shipping do you offer?
A: Prlde offers standard shipping (5-7 business days for non-personalized items), Expedited shipping (3-5 business days), 2nd Day, and 1 Day shipping. For more details, please click the following link: https://prlde.com/shipping-rates-policy
Q: Do you ship internationally?
A: We are sorry. Unfortunately, due to customs regulations, shipping and insurance costs, and international banking regulations, we are unable to accept or ship orders outside of the United States.
Q: How much will it cost to ship my items?
A: Shipping rates depend on your order subtotal and which form of shipping you select. For your convenience, please refer to the shipping information page below:
https://prlde.com/shipping-rates-policy