| *E-mail: info@veganstore.com |
| *Mail: 2381 Lewis Ave., Rockville MD 20851 |
| *Fax: 301-816-8955 |
| *Phone: 1-800-340-1200 (toll-free in USA) |
| *Phone: 301-816-9300 |
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| We are available by telephone from 11 a.m. to 5 p.m. Eastern
Standard Time on Monday through Friday and 12 noon to 5 p.m. on Saturday. We are closed on Sundays and most major holidays. |
| Our storefront is open for walk-in customers on Saturdays (except holidays) from 12 noon to 6 p.m EST. |
| For more
information on our storefront, click here. |
| PAYMENT OPTIONS |
We accept Visa and Mastercard directly through our own site for any order. We can also accept PayPal for domestic (U.S.) orders that have flat-rate shipping. In cases where the customer selects US Mail as the shipping option, PayPal will not be listed as a choice online because we do not yet know the total cost of the order. Please contact us at info@veganstore.com if you'd like to know how to pay by PayPal in these cases.
We can also accept money orders in US funds, and we can accept personal checks. However, all first orders paid by check or money order will be held for 10 days to make sure the check or money order will clear. Please email us at info@veganstore.com for information on these options. |
| SHIPPING METHODS & COSTS |
| What shipping method do you use for orders in the continental
USA, and how much does shipping cost? For Standard Shipping orders to street addresses within the continental USA, we ship either by UPS Ground or by US Mail (usually Priority Mail; rarely Parcel Select) at our discretion. Cold pack orders going to a destination within 2 days by UPS Ground will be sent by UPS Ground. The costs are usually flate rate depending on the distance from our location in Rockville, Maryland, and range from $7.29 to $9.99. Oversize orders cannot necessarily be sent at a flat-rate shipping cost. In these cases, we will email you with shipping details before charging your card or sending your order. |
| Customers can request that packages be shipped by USPS Priority Mail (not UPS) to a PO box, military address, or even a regular street address, but please note that shipping by US Mail may be more expensive and is dependent on package weight. The cost will be at least $7.29 and can be much higher. We will email you for approval if the shipping cost is over $15. Note that our website will not allow payment by PayPal for orders with "US Mail" selected as the shipping option. This is because the final shipping cost is not yet determined. To pay by PayPal for a US Mail order, please email us at info@veganstore.com for details. |
| How long does UPS Ground service take? Depending on where you are relative to our location in Maryland, UPS Ground shipping normally takes 1 to 6 business days (weekends and holidays are not business days). The following chart from UPS shows the typical ground service transit times from our location. Please note: These times are not guaranteed. If you need a package urgently we recommend choosing 2 Day Air.
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| Click here for a timezone map |
| What about Hawaii, Alaska, PO boxes, or military addresses? For orders going to these locations, packages will be shipped by the US PostalService, and the shipping charge will vary depending on the weight of the package. The cost will be at least $7.29, and we will contact you for approval if it is over $15. If you want insurance for a package going to any of these destinations, please be sure to tell us! Also, these orders may take longer to arrive, and please note that, because temperature shifts can be more extreme to these locations, we can't guarantee that chocolates or other perishable items will arrive in good condition! Note that our website will not allow payment by PayPal for orders with "US Mail" selected as the shipping option. This is because the final shipping cost is not yet determined. To pay by PayPal for a US Mail order, please email us at info@veganstore.com for details. |
| What about orders to Canada? For shipping to Canada, packages are sent via the US Postal Service, and the shipping &handling (S&H) charges depend on the weight of the package. We will contact you via email with shipping costs, and we will need to get approval from you before we can process and ship out your order. PLEASE NOTE: We can't guarantee safe arrival unless you specifically request package replacement insurance from us (for 5% of the order total including shipping)!! The great majority of packages arrive just fine, but there is a risk of packages being lost or damaged, and these packages will only be replaced if replacement insurance has been purchased from us! Also, these orders may take longer to arrive than orders to the USA. Because of the longer shipping times, we unfortunately cannot guarantee that food items (particularly pastries and chocolates) will arrive fresh, so we do not offer refunds or replacements for food items that spoil or melt in transit. Finally, you may be required to pay customs charges upon arrival of your package. You will need to consult with your local postal office to learn more about this. |
| What about orders outside the USA and Canada? These orders are shipped by the US Postal Service and will take longer to arrive. The shipping cost is based on the package weight and destination. The cost to England and Australia is usually very high! We will email you for approval before shipping your package, and we must get approval back from you before we can ship your package out. PLEASE NOTE: we are unable to fully track orders shipped outside the United States. Therefore, although we do keep records of these orders and guarantee that they will be shipped by US Airmail, we cannot accept responsibility for the safe delivery of such orders! Please do not order if you don't accept this risk. Because of the longer shipping times, we unfortunately cannot guarantee that food items (particularly pastries and chocolates) will arrive fresh, so we do not offer refunds or replacements for food items that spoil or melt in transit. Finally, you may be required to pay customs charges upon arrival of your package. You will need to consult with your local postal office to learn more about this. |
| How soon will my package be shipped out after I place my order? Most orders are shipped either the same day we get them or the day after. You should receive an email notification when your package has been shipped. If three full business days have passed and you haven't either gotten a shipping confirmation or heard an explanation from us about a delay, please contact us! We make every effort to keep our customers informed of their order status. |
PRIVACY POLICY |
| Pangea never sells or otherwise discloses customer information to any outside party. We respect your privacy, and we will never provide your information to any other company or organization. |
ORDER PROCESSING |
| Most orders are shipped either the same day we get them or the day after. If your order will be shipped by UPS, you should receive an email notification when your package has been shipped. If three full business days have passed and you haven't either gotten a shipping confirmation or heard an explanation from us about a delay, please contact us! We make every effort to keep our customers informed of their order status. |
| Please note that we never charge your credit card until your package has been gathered and prepared for shipment. |
RETURNS & EXCHANGES |
| For orders within the continental United States: |
| If you're not satisfied with any non-food product you order from Pangea, just return it in unused condition within 30 days of receiving it (along with a copy of your receipt) for an exchange, refund, or store credit. In particular, any returned shoes must have been tried on indoors only (briefly, with socks on). Shoes must be returned in resaleable condition, i.e., no scuff marks, tags still attached, and in original, undamaged box. |
| If the item you're returning is defective or not what is listed on your invoice, Pangea will reimburse your shipping costs to send it back to us. If you simply need to exchange an item (say, shoes or a t-shirt) for a different size, you would pay the cost of returning the item to us and we will pay for shipping the different-sized item to you. |
| Please note that if you wish to exchange a product for an item with a different product code (rather than, say, just switching to a different size of the same item), regular shipping charges will apply for the new item(s). |
| Also note that special-ordered items, custom-made canvas/hemp belts, food items, and opened body care items cannot be returned. |
| For orders outside the continental United States: |
| The policy is the same as with continental US orders, except that the customer is responsible for any shipping costs incurred (unless the wrong item was delivered or the item is defective). |
COMMON QUESTIONS |
| The most commonly asked question--Is it Vegan?--can be simply answered: "Yes, it's vegan!" |
| We stock many items which feature alternatives to commercially produced animal products, but we meticulously check to ensure that all our products are made only with vegan components or ingredients. We won't bore (or horrify) you with the exhausting number of questions we ask our suppliers regarding ingredients, but some common offenders we avoid include products with honey or beeswax, bone-char-processed sugars, casein and other dairy derivatives, animal-derived gelatin, carmine coloring, vitamin D-3, silk products. . . the list goes on. Don't be alarmed if you see an ingredient that you have heard is animal-derived. We have found that alternatives or synthetic sources exist for many ingredients previously thought to be solely animal-derived, and our products often contain these alternatives. For example, lactic acid, commonly thought to be dairy-derived, is found in a few of our body-care products in its vegan form (derived from fermenting vegetables!). If you have a question, feel free to ask. But rest assured, we are vegans ourselves, and carefully research each and every one of the products we carry. |
| Please note that we do not recommend that individuals with severe allergies to dairy, eggs, nuts, or other ingredients consume our products. Despite the fact that all of the products we sell are made with totally vegan ingredients, the vast majority of commercially produced food items are manufactured on shared machinery or in shared facilities, which results in a risk of possible cross-contamination with minute amounts of allergenic ingredients (even when machinery is thoroughly cleaned between production runs). |
How can I keep items in my cart? What is a wishlist?
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The way to keep items stored for more than a couple days is to create something called a wishlist. You can add items to the wishlist and then later add them to your cart for purchasing. Here are the steps involved:
1) To create a wishlist, you first need to have an account with our site. Go to our website and click on "My Account" in the upper right corner. If you already have an account you can log in here. If you don't have an account, you can choose "Click here" next to the line that says "Not registered yet?"
2) Once you have an account and have logged in, click the My Account link again. The main heading will say "Account Information." Beneath that look for a link that says Wishlist and click it. Choose "Add a Wishlist" and give it a name.
3) Now that you've created a wishlist you can add items to it. Just browse through products on the site, and instead of choosing "Add to Cart" choose "Add to Wishlist." This will store the items to the wishlist.
4) When you're ready to order, come back to the website and log in. Access the wishlist again, then choose the "View Wishlist" link (right beneath the "Expires" header). Enter the quantities for the items you wish to purchase and then click "Buy Now." This should take you to the checkout stage.
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I'm local -- can I order online and pick up an order during the week (when the storefront is closed)? I don't want to pay for shipping costs, and visiting the storefront on the weekend is inconvenient for me.
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| Yes, we can arrange store pickup for local shoppers during the hours when our storefront is closed but our warehouse is open. Just follow these steps:
1) Put items in the online cart as usual and go to checkout.
2) Choose US Mail as the shipping type so that a "Pending" shipping cost is listed. We won't actually ship by US Mail so long as you follow step 3 below; this way you won't get charged a shipping fee.
3) Be sure to add a comment during checkout that you wish to arrange store pickup! We will contact you with details after the order is placed and we've had time to prepare the order.
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