Shopping Cart / Check Out / Payment Questions:
Q:
How do I use the shopping cart?
Our custom built shopping cart was
designed with ease of use in mind. Simply click the ‘add to
cart’ button located under each item you are interested in
buying to add it to the shopping cart. The shopping cart will open
in a separate window when you click an ‘add to cart’
button, or when you click on the ‘view cart’ button
located at the bottom of every page.
(Back to top of
FAQ)
Q:
How do I Checkout / Pay?
Once you are satisfied that you have
added all desired items to your shopping
cart, click on the ‘checkout’ button on the shopping
cart. This will take you to the first of four
steps of the checkout process:
Step 1: Verify Your Order
On this page your order is presented
in full, along with the shipping costs for each item. This is the
best time to review the contents of your order. If you need to make
any changes, click on ‘Return to Shopping Cart’ button.
And if you have any additional comments or requests (such as: My
color preferences for the pipe are Red, Blue, or Green) you can
enter them into the “Extra Comments” text box.
Once you are ready to proceed click
on the ‘click here to continue’ button. This will take
you to the next step of the checkout process:
Step 2: Enter Your Info
On this page you are required to login
to your rollies.com customer account
to continue. If you already have an account setup you can login
with your email address and password to continue.
If you haven’t already setup
an account with us, you can do so quickly. Click on the ‘Click
Here to Setup a New Account’ text to open the sign-up page.
Enter your name, email address, shipping address as well as your
desired account password and click ‘submit’. As easy
as that, you’re account is setup and you’re ready to
continue in the checkout process. (You will receive an email confirming
that your new account is created, and which will contain your rollies.com
password). Login to your new account to continue to the next stop
of the checkout process:
Step 3: Select Your Payment System
This is where you get to choose
how you want to pay. Currently, your payment
options are credit card, e-check, and money
order. To pay by credit card
or e-check, click on the Credit Card / E-check button. To Pay
by money order, click on the
Money Order button. This will take you to the next step of the checkout
process:
Step 4: Review & Submit Your Order
This is the final step of the checkout
process. You will see your entire order listed, along with shipping
costs, any extra comments you added, as well as the name and shipping
address that is listed in your rollies.com customer
account. Take this last chance to make sure everything is good
and as it should be in both your order and address. When you are
ready to checkout, click on the button at the bottom of the page.
If you chose Credit Card / E-Check
in Step 3 you will now have the choice between paying by credit
card or e-check. Click the appropriate button for your choice.
You will be taken to the secure servers of our online payment provider. Follow the instructions on that page and fill out
the required info (i.e., name, credit card info, etc). If your payment
is approved, you will be taken to a Rollies.com Transactioin approved
page. This page will confirm that your payment was approved and
you will receive an invoice email detailing the contents of the
order as well as the transaction details.
If you choose Money Order in Step
3 you only need to click on the Money Order button on the bottom
of the page to continue. You will be taken to a page outlining the
process for sending money orders.
From there you will be taken to a final printable page that contains
the details of the order, your shipping address, the total cost,
as well as instructions on what type of money
order to send and where to send it. You will also receive an
email with all the same info.
(Back to top of
FAQ)
Q:
What is a customer Account?
A Customer account is an account that
you setup with us containing your personal info (such as name, shipping
address, etc). Having your info in a customer account makes it easier
for you, our customer, in numerous ways. Once setup, you won’t
have to re-enter all your personal info (name, shipping address,
etc) when you want to make additional purchases down the road. Also,
having accounts allows our customers to come back after they place
their order and check the status of the order online and instantly!
(Back to top of
FAQ)
Q:
How do I create a customer account?
If you do not already have a customer
account with us, you will be required to create one during Step
2 of the checkout process.
(Back to top of
FAQ)
Q:
Do I need cookies enabled to use the shopping
cart?
Yes, to use our shopping
cart (and therefore buy from us) you need to make sure your
browser (i.e., Internet Explorere, Netscape, etc) has cookies enabled.
(Back to top of
FAQ)
Q:
What forms of payment do you accept?
We currently accept online payments via GSPay.com who can complete your order via Credit
Card or E-check. We also offer other secure choices: SafePaySolutions.com and Alertpay.com. We also accept Canadian or International Money
Orders. You can also send Cash by mail instead of money order. You can also now call in your orders or check out and pick the call in order there for quicker phone orders.
(Back to top of
FAQ)
Q:
How do I pay by Money Order?
To pay by
money order, simply select Money Order when prompted to select your
payment type (this happans during Step 3 of the checkout
process). You will be taken to a page detailing your order, and
finally to a printable order form which you can print and send in
with your money order.
As we (Rollies.com) are located in
Canada, we can only accept International USA, International or Canadian Money Orders. When arranging your
money order from outside of Canada, please make sure it is an "International
Money Order". Otherwise we will not be able to honor your payment.
As many of
our products cannot legally be sold to minors, we also require that
you send along with your money order some proof of age (must be
18 or older) such as a photocopy of your drivers license or any
other official identification which shows your name and your age/date
of birth. (you may 'black out' any other info on the identification
which does not pertain to your name, address and age/date of birth).
(Back to top of
FAQ)
Q:
How do I pay with credit card / e-check?
During Step 3 of the checkout
process you will be asked to choose between paying by credit card
/ e-check or money order. Click
on the Credit Card / E-Check button. On the next page (Step 4) you
can then choose to pay by either credit card or e-check.
You will be taken to credit processors secure transaction servers where
you will fill out required info (credit card info, etc). You can no also phone in your order if you wish.
(Back to top of
FAQ)
Q:
Will I get an email notification of my transaction?
Yes, upon approval of a credit
card or e-check payment through ccavenue.com or safepaysolutions.com or alertpay.com, you will receive an email detailing
the contents of your order as well as your shipping address, etc.
If you chose to pay by money order,
you will receive an email with a printable form you must send to
us with your payment. When your money
order has been processed into our bank account, you will receive
another email notifying you that payment was received. You will
also receive an email notification when the shipping status of your
order is updated.
(Back to top of
FAQ)
Q:
How much does shipping cost?
The shipping cost is calculated on
an item by item basis, as the weight and/or dimensions of each item
will affect the total shipping cost for an order. Your shipping
amount will be added automatically during Step 1 of the checkout
process. Please note, the shipping costs added on the transaction
form apply to North American customers only. International
orders may be charged additional shipping charges.
If you order via
money order, you will be emailed
a final price for your order which will include shipping.
(Back to top of
FAQ)
Order Status Questions:
Q:
How can I check on the status of my order?
You can get the current
status of your order online and instantly. To do so, you must login
to your rollies.com customer account.
Go to the order status page (located in the help section) or go
to:
http://www.rollies.com/Help/OrderStatus/Login.asp
Enter
your email address and password to login to your account. Once logged
in, you will see any and all orders you have placed since creating
your customer account. Click
on any specific order to get the break-down on that order and its
status. You’ll see a complete listing of the items ordered,
your personal info and shipping address, the payment option used,
the payment status, the order status and the shipping status of
the order.
Once
the order is created, the order status is set to active. When all
items in the order have been shipped, the order status is set to
complete. Sometimes we find it necessary to ship your order out
in numerous packages (depending on item size, quantity, stock availability,
etc). The order status page will display the number of packages
sent for that order, and if any packages have been sent, it will
display their contents, date shipped, shipping type, and a tracking
number, if available.
(Back to top of
FAQ)
Q:
How do I login to my account?
To login to your
rollies.com customer account,
go to the order status page (located in the help section) or go
to:
http://www.rollies.com/Help/OrderStatus/Login.asp
(Back to top of
FAQ)
Q:
What if I forgot my password?
If you’ve forgotten
your password, click on the text ‘Forgot Your Password? Click
Here’ on the login page. You will be taken to a new page and
asked to enter your email address. If you have an account setup
with us under that email address, your password will be emailed
to that address. If you enter an email address that is not found
in our database, you must have used a different email address when
setting up your rollies.com customer
account. Remember that when you signed up for a rollies.com
customer account you received
an email confirming your account and containing your password.
(Back to top of
FAQ)
Q:
Why are there numerous packages sent for 1
order?
Sometimes we find
it necessary to ship your order out in numerous packages (depending
on item size, quantity, stock availability, etc). For instance large,
long glass pipes may be shipped in a separate box from other items
in that order. Due to the massively large selection of items available
at rollies.com we cannot guarantee that all items will be in stock
at all times. If a part of your order is in stock we may ship that
part out to you first, and then the rest of the order as it becomes
available in stock.
(Back to top of
FAQ)
Q:
On the order status page, what does it mean
by order status is complete / active?
Once an order is
created, the order status is set to active. When all items in the
order have been shipped, the order status is set to complete.
(Back to top of
FAQ)
Shipping questions:
Q:
When will I get my order?
Most orders are received
two to five weeks after being placed. We do not hold alot of inventory, our large local Suppliers do, so each week we usually go to a one of 4 suppliers. That means when you order it could be a week or more before I go to that supplier to get your productss. Then we pack all the orders from that supplier and send them out next week. I know this is a bit slower than most companies but rest assured your order will come. We update your online status when it ships.
Due to seasonal
rushes, postal delays, and an item's being out of stock, it may
take longer. You should email us if it looks like your
order is not shipped within 3 weeks of being placed. There are
also other possible factors involved in the delivery of your item,
including your shipping address, holdups/slowdowns at customs,
national holidays (when the mail don't move), weekends, and the
schedule/whim of your local postal delivery service. We also like to make sure the order is not fraud related so we do not rush ordrs.
For more details regarding our shipping policies, see
our Shipping Terms
page for more details.
(Back to top
of FAQ)
Q:
How will my order be shipped?
We currently use Canadian
Post Air Postal Service or Express Postal Service (on large
orders/digital scales) to ship to the US while larger World Wide
orders will ship via Express Post Canada Post.
In the USA your delivery will arrive via your United
States Postal Service, Monday to Friday (some areas may also
recieve regular postal deliveries on Saturday). This is a drop
off service that maybe delivered anytime during the day. In other
words, if you are not home they may leave it on your doorstep
or local post office. If you want trackable service or want to
sign for your package when it arrives you will have to email us
for pricing. Orders with shipping costs of over $11 will be trackable,
unless it is considered Oversized. Glass is not insurable, but
is double packed to prevent breakage.
If you live outside of Canada, your order will go through customs.
Shipping is private and discrete with a label of contents listed
on the outside of the package. You can read more on our Shipping
Terms Page.
(Back to top
of FAQ)
Q:
Can I upgrade to better/faster shipping?
Not
right now because we like to ensure your order is on the up and up and we do not hold stock of all our items, so it can take a few weeks before we actually have your order.
(Back
to top of FAQ)
Q:
What about customs?
If
you live outside of Canada, your order will most likely pass through
your country's customs agency. All items for sale on Rollies.com
are for sold for tobacco use only for the pipes and personal use for the rest. We ship via Canada Post to United States Postal Service or your own countries postal service. As all products are for legal use only you should have not worries on getting your package.
Since 2001 we have shipped upto a hundred of packages a week into the USA and around the World, there have been no significant complaints of customs intefering with any order. In other words your order will probable skip through customs and come to you soon after we send it. If you do not receive your product in two weeks after we send it give us a call.
(Back to top
of FAQ)
Q:
I live outside North America, how will that affect shipping?
As noted in the above Shipping
Costs section, all shipping prices added through the transaction
shopping cart system are
for orders within North America. Customers who live outside of
North America may be asked to pay an extra amount to cover the increased
cost of shipping the order. That extra amount will be determined
according to the order size amd weight, as well as the customers
shipping address. My advice is if you are ordering from overseas please select several items so it covers the shipping cost.
International customers who pay using the
shopping cart, will maybe contacted by email with an additional request for a dollar amount that
will need to be paid before shipping.
(Back to top
of FAQ)
Q:
Can you RUSH my order?
No. To prevent credit card
fraud we do not rush orders. We receive our products from several local
suppliers which are acquired after your order is made. It can take a few weeks before we even get your order and then we pack it with all the other orders and get them out the following week. So sometimes order do take longer than normally. I will post it when we can get you orders out fast. At this time we can not hold stock in our home as per city law so we must acquire it from local suppliers weekly and pack the orders then. We do have some stuff in stock but not the entire list of products you see on our site. Rest assured we still get all orders out even if it is out of stock we wait till our suppliers get it in stock then ship it.
(Back to top
of FAQ)
Q:
Will my glass pipe break during shipment?
No. All glass items are
wrapped in bubble wrap, and then double wrapped in cardboard.
My packer is experienced in packing delicate and fragile
items. Your glass pipe / item should get to you undamaged even if the box took a beating to get to you.
(Back to top
of FAQ)
Q:
What will the shipper's address on the package state?
All packages are shipped
with R.I.P.P. listed as the shipping (that's short for Rollies
International Pipes
& Papers).
(Back to top
of FAQ)
General Questions
Q:
Why is my pipe shorter/longer/a different color than the one I
ordered?
Most of our pipes,
coloured glass spoons, bubblers and larger glass waterpipes are
hand crafted/carved/blown by human beings! (that means your pipes
is not just another copy run-off an automated production line).
As such, no two pieces are exactly the same. The colouring, exact
patterning of each individual pipe as well as its actual size
may differ from that shown in the pictures on our web site. However,
the pictures are an excellent example of the style of the pipes.
Likewise, the actual height/size of piece may vary slightly.
(Back to top
of FAQ)
Q:
Do you have a store location near me?
No. We only sell online from our rented home. One day we might open a store but for now we are working towards adding more products and becoming a super online store.
(Back to top
of FAQ)
Q:
Do you sell wholesale as well?
Yes. We sell the products
listed on our site to legitimate
businesses. To order wholesale from us, you must first email us. We will require your name, business name, tax
numbers, as well as the usual contact info. Please email me at:
Wholesale
@
Rollies.com
(Back to top
of FAQ)
Q:
Who are you and Where are you located?
We are a two man operation who started this business in 2001, in Vancouver BC, Canada, and after we located two local suppliers we were able to build our website that summer and go live. Now we have over 6 local suppliers, as well as two in the USA and will be adding more soon. We have gone through some rough times with old merchant processors taking our money and not paying. This resulted in our inability to grow beyond a two man operation for many years. We do have one settlement coming soon which would catch us up on all orders but till that time we are doing our best to get orders out in a timely manner. We recently added an office worker and online phone orders to improve our business. We buy products weekly and have a friend pack them and send orders out the next week or so. We do not carry all inventory listed because our suppliers are suppose to. We are licensed and located in the city of Vancouver,
which is in the province of British Columbia,
on the west coast of Canada. If you want our address email us at:
You can also give us a call Toll Free:1-877-420-ROLL only between the hours of 10:00AM PST - 9:00PM. Please note we are working most times and can't always answer the phone or get back to you as orders are being packed, ordered or picked up that there is not enough hours in the day to respond to everyone. Also note all sales are final and so please do not call to cancel, we are a two man operation and need everyone to wait for their order.
(Back to
top of FAQ)
Q:
What if an item in my order is out of stock?
Due to the massively large
selection of items available at Rollies.com, we cannot guarantee
that all items will be in stock at all times. However, new shipments
are picked up every Wednesday - Friday, so items which are not in stock are typically
available within 3 to 4 weeks. If it looks like there will be
a wait longer than 6 weeks, we may notify you of your order's
status or you can email us for an update. As we currently pick up orders from our suppliers every other week your order maybe be out of stock one week then in
stock the next. This is why we have a 2-5 week delivery time.
On occassion a piece maybe out of stock for months and months and I want you to know this is beyond our control. I can only keep requesting the item till they get it in and in most case it is the manufacuture that is causing the slow down and not us nor the supplier. You can chooose something else or wait as we do till it finally comes in stock.
When customers order multiple items in a single
order, we will, when possible, send out an order in multiple packages;
sending the in stock items right away and the rest of the items
as they come in stock. THERE WILL BE NO EXTRA SHIPPING CHARGE
TO THE CUSTOMER FOR THIS (SPLIT-ORDER) SERVICE AS EACH ITEM ORDERED
HAS IT'S OWN SHIPPING CHARGE.
(Back to top
of FAQ)
Q:
I am a glass blower / manufacturer of a great product - will you
sell it on your site?
Maybe. We here at Rollies.com
like to offer the greatest selection of pipes, papers, scales
and other accessories for sale. Email us your relevant info, as
well as any pictures and info regarding your product. Free samples
always help us determine whether your product is worthy of being
sold on Rollies.com! Contact us at:
Wholesale
@
Rollies.com
(Back
to top of FAQ)
Q:
What are the upgrade options below some of your items? How can
I upgrade my item?
Some items have possible
upgrades and/or add-ons, depending on the item itself. These will
appear as optional buttons (below the regular item info and price).
Only the upgrades/add-ons possible for a specific item will show
beneath that item. For instance, you can upgrade some acrylic
pipes to a multi-color style, and for some scales you can order
an extra set of batteries for that specific scale.
For more information on each upgrade/add on, click on
the text name of the upgrade/add on. A popup window will appear
with info related to the upgrade/add on you selected.
To add the upgrade/add on to your order: be sure to order
(click the 'add to cart' button for) both the item you are interested
in, AS WELL AS the desired upgrade(s) shown below it. Each upgrade/add
on will appear on the shopping caert as applying specificly to
that item shown above the upgrade button!
(Back to top
of FAQ)
Q:
So you want to make a Phone Orders ?
We are just starting to take phone orders if you want to make a phone order without going through the online shopping cart then phone us here: 1-877-420-7655 (call after 10am PST) and leave us a message. We will then take your order over the phone. Your street address must match your phone number. That means no cel phones numbers are allowed as primary phone number. Also no fraud orders are accepted nor are rush orders via the phone. You can change shipping address but you will need to fax us your picture id or cc bill. Remember all sales are final due to us being a two man operation and you must wait for your order. If you order from us we request you make sure you want this order and stick with it. We are a two man operation and continue to send orders each week and will get to your order so you must wait as everyone else does. Remember we do not rush orders so order carefully as you must understand the sale is final.
(Back to top
of FAQ)
Q:
Why are all sales final?
Firstly we get charged for all order and we get rated with our merchant processor so in order to keep a good standing order we need everyone who wants to order to stick with it. Also we stated we do not rush orders so you know full well when you order it can take several weeks for it to arrive and when you order you know this and therefore you agree to wait for it by ordering. We also are a two man operation and we get orders once a week from one supplier or the other so an order will come but time frame is not always known. We basically don't want people to double guess an order by ordering and then cancelling it because they are afraid or find it somewhere else for a buck cheaper, when you order from us you must stick with it, if you can not following this policy then please do not order.
(Back to top
of FAQ)
Q:
What is your privacy policy?
We here are Rollies.com
respect your privacy. We only collect your name, email address, phone number and address that
you enter in your rollies.com customer account. When purchasing GSPay.com , SafePaySolutions.com , or Alertpay.com will collects your credit card information and no one at rollies.com every sees or knows your credit card information. They are all SSL Encrypted and Verisigned to keep your info private and secure.
WE DO NOT SELL,
DISTRIBUTE OR OTHERWISE RELEASE YOUR INFORMATION TO ANYONE.
We also do not have an email mailing list, so at this time your email will never be on a mailing list, given to an third party and you will never receive spam from us. We would never sell or use your information in anyway. If you want your account deleted from our database you can email us 6 months after the order is made and I will remove your information.
(Back to top
of FAQ)
|
.gif){kind=small}
.gif){kind=small}
