Frequently Asked Questions

  1. How do I look up the status of my order?
  2. How can I contact you?
  3. When does my order need to ship to arrive in time for Christmas?
  4. What is your return Policy?
  5. Do you ship the same day you receive the order?
  6. Who is responsible for warranties on your products?
  7. Can I see the shipping charges without entering all my contact info?
  8. Where offered, free shipping is by a method at our option. Typically UPS Ground or USPS Flat Rate Priority. How do I get the product faster?
  9. Where is the receipt sent?
  10. Delivery to P.O. Boxes and APO's.
  11. Do you make a profit from the shipping charges?
  12. Do you add to the order for the shipping box, packing materials or handling?

Answers...

  1. How do I look up the status of my order?

    If you created an account when you ordered, you can log into your account here or on the menu "Your Account" at the top of the website.

    If you don't have an account or just want to look up your order status with your order you can here. All you need is your order number and billing ZIP code.

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  2. How can I contact you?

    Click on the Contact Us link in the Customer Service menu. All the options for phone numbers, email and mailing addresses or even a contact form, are there.

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  3. When does my order need to ship to arrive in time for Christmas?


    We pack orders 7 days a week during the Christmas Holiday Season.

    There is the option at check out for USPS Priority Mail on all of our products as a shipping choice. This option is a 2 day delivery and 3 days for distant East Coast locations. Not a guranteed service but delivered ontime 99% of the time. Best of all its FREE on many of our products or discounted to a few dollars on the rest.

    So you can place your orders and they will ship right up to 4.00PM on Friday 20th for delivery on the 23rd or 24th Dec in time for Christmas delivery via USPS Priority Mail.

    If you are ordering with UPS Ground delivery service. Use this map for day s to deliver reference.

    UPS Map

    If you want to use UPS, from December 20st, you may want to consider upgrading the shipping to UPS 3 Day Select or faster. All those options are on the checkout page.

    For International deliveries, we will ship using  USPS International Priority Service.  In most cases, we will need to quote you the rates.   Please e-mail or call to confirm the transit time and cost to your destination.  In general, these orders should be placed no later than DECEMBER 7th.  We are NOT responsible for custom delays or customs and additional charges in the destination country.

    This information is a guide. We will package and ship the order the same day per the above. Thank you for understanding, that just as when you ship a package, that we have no control over either the USPS or UPS and their delivery times.

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  4. What is your return Policy?

    We do not charge restocking or return handing fees.

    If it is an error on our part where we ship the wrong product we will pay the costs to ship the product back and send the correct product to you.

    You will receive a full refund for all returned product received back within 30 days of original order. For gift orders placed during the holidays, the 30 days will commence from December 25th.  We can only refund against your original method of payment.

    Notes:The refund does not include original or returned Shipping & Handling expenses (Free shipping and almost all products have discounted shipping and has a cost to us so this will be debited from the return credit). Used merchandise is NOT refundable. Only product that is in its original undamaged packaging complete with all Instructions, Tags etc is accepted for return. IMPORTANT. If we receive the product back and it is in the condition that you as a buyer would say if you received it "This has been used" then we will NOT accept the return. Special orders are not returnable.

    Please call us at 206-340-5995. You must do this as we will automatically send back at your expense, returns that do not have an RMA number.

    We will issue an RMA number when you call.

    Return product to address listed below. Be sure to enclose a piece of paper with the RMA number the name and address used to place the order clearly printed on it. The RMA number must be clearly written on the outside of the package.

    Indicate if you would like to exchange your item for another, or if you'd like a refund.

     

    Please mail the return to:
    Playaboule
    1021 SW Klickitat Way, Suite 102
    Seattle, WA 98134

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  5. Do you ship the same day you receive the order?

    In most cases, yes. If an order is received before 2.00PM Pacific Standard Time, Monday-Friday, it will go out the same day. (UPS does not pickup on the weekend or deliver on Saturday and Sunday.)

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  6. Who is responsible for warranties on your products?

    Playaboule imports 99% of the products you see on this web site directly from the manufacturers. We are responsible for all warranty claims. There is no "passing the buck" with us. Contact us with any quality issues.

    If you want to bring the product back to our warehouse for a warranty claim, call us first and we will be sure to be available to greet you. We'll either repair the product or most likely just switch the product out at no cost to the customer, on the spot. If you prefer to ship the product back to us then all you need to do is send it back to us prepaid. On receipt we will inspect the product and if the problem is ours or the products we will either repair it or most likely send a replacement and we we will pay the return shipping charges.

    The way that most warranties work is that the faulty part/s is/are sent back first. There are 3 reasons for this

    1) Warranties are standard in that it is up to the manufacturer/seller to assess whether the part is replaced with a new one or repaired. Obviously we can't take that second option if the part is not returned first.

    2) For the last 15 years on the rare occasions we have had part failures we have done what we believed was the right thing for our customers. We have always sent out the replacement parts first and have had the promise every time that faulty parts would be returned. But we were NOT getting the parts back. Just to be sure, we tracked the last 100 cases ( from 10's of thousands of sets sold ) where that promise to return was made, only 4 customers returned the faulty part.

    3) We need to inspect the part/s and see what the issues might be, first hand. A description from the customer of "the bulb glows dimly, not at all, or is erratic etc", is impossible to diagnose.  Understanding the issue allows us to then take steps to correct even those very rare issues and make adjustments to the quality control and/or assembly operations. It is of course impossible to do that without having the actual parts to inspect.

    When you contact us via phone or web, we will issue a Return Material Authorization Number for you to include with your return. You must return the products to us in their original or equivalent packaging, prepay shipping charges, and insure the shipment or accept the risk if the product is lost or damaged in shipment. We will return the repaired or replacement products to you. We will pay to ship the repaired or replaced products to you if you use an address in the United States (excluding Puerto Rico and U.S. possessions and territories). Otherwise, we will ship the product to you freight collect.

    If we determine that the problem is not covered under this warranty, we will notify you and inform you of service alternatives that are available to you on a fee basis.

     

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  7. Can I see the shipping charges without entering all my contact info?

    Yes. When you click "Add" on the product page, you are taken to the checkout page where there is a button called "Shipping Rates". Click that button, enter your zip code in the panel that pops up and a list of optional shipping methods with their real time and actual charges from the respective websites of UPS or USPS (if available) will be displayed.

    Note- When shipping Internationally, there may additional  charges upon  delivery  for Import and brokerage fees.  Please check your countries import rules and regulations  before ordering.

    Overnight and 2 Day Shipping- All airfreight carriers reserve the right to extend delivery time by 24 hours to residential deliveries. This is beyond our control and airfreight charges will NOT be refunded for this reason. Orders must be received by 3pm PST.

    We are not responsible for lost shipments. You must file a lost shipment freight claim with the respective shipper.

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  8. Where offered, free shipping is by a method at our option. Typically UPS Ground or USPS Flat Rate Priority. How do I get the product faster?

    If you would like a faster shipping method, please note in the comment section, and the additional shipping charges will be added to your total. UPS Ground free shipping offers do not apply to Hawaii, Alaska, APO or International destinations.

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  9. Where is the receipt sent?

    We do not include receipts with the order, only a packing slip that lists the ship to, the items and their options, the shipping method and date and time of the original order. There is no pricing information included with the shipment.

    The exception is international shipments where an invoice is required to go with the shipment for customs clearance purposes.

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  10. Delivery to P.O. Boxes and APO's.

    Sorry,UPS(United Parcel Service)does not deliver to P.O. Boxes or APO addresses. Orders to P.O. Boxes and APO's must be shipped via the USPS (United States Postal Service). You can choose this method of shipment at check out. If you select UPS service incorrectly, we will contact you to quote the USPS shipping cost.  If we are offering UPS free ground shipping, we apologize but this offer cannot be extended to PO Boxes and APO deliveries, you will be contacted and quoted the cost for delivery via the USPS.

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  11. Do you make a profit from the shipping charges?

    Definitely not. We regard this as a service to our customers and in fact our charges for shipping are either heaviliy discounted or FREE to the customer.

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  12. Do you add to the order for the shipping box, packing materials or handling?

    We don't add any packaging or handling charges to your order. As with shipping we regard this as a service to our customers.

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