Frequently Asked Questions
Placing an Order
1. Can I place orders for International addresses?
2. Do you offer gift boxes?
Product Information
1. How do I find sizing information?
2. How do I know how a certain item size is running?
3. How do I know if an item is in stock?
Website Information
1. Is your site secure?
Shipping Information
1. Attention residents of Alaska & Hawaii.
2. How do I check or track my order status?
3. What are your shipping costs?
4. What shipping methods do you use?
5. When can I expect my expedited shipment to arrive?
International Orders
1. What are my international shipping options?
2. What are your international delivery time frames?
3. What will the international shipping charges be?
Payment Information
1. Can I place an order now and send you a check?
2. Can I use a gift card or coupon as payment?
3. Which credit cards do you accept?
4. Why am I charged a shipping surcharge?
5. Why are orders shipped to some states taxed?
Miscellaneous
1. How do I find manufacturer information?
2. How do I submit a product to the catalog?
3. What is a backorder?
4. Where are your stores located?
Returns and Exchanges
1. Am I billed for shipping on an exchange order?
2. Do I have to use SmartLabel® return system?
3. How do I return a gift?
4. How do I return an item?
5. How long do I have to return an item?
6. How long will it take to get a credit?
7. What is your return policy?
8. Why am I billed for my exchange order?
Placing an Order:

1. Can I place orders for International addresses?
Yes, in step 1 of the check out process there are plenty of fields for extended addresses as well as a pull down menu listing all countries we ship to.

We also recommend you review the "International Orders" questions in the FAQ section.


2. Do you offer gift boxes?
Yes, on the item's page and in step 2 of the check out process you will be given the option to add a gift box and/or gift messaging to all applicable items. Some items are not available for gift boxing due to their size or weight.

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Product Information:

1. How do I find sizing information?
For help in selecting the right sizes for rings and clothing, we have created handy sizing charts. A link to the apparel fit chart is available on the apparel product detail page for your convenience.
Click here for the apparel fit chart

When ordering rings, a ring-sizing chart is available on the ring product detail page for your convenience.
Click here for the ring-sizing chart

To find your ring size wrap a piece of string around the widest part of your finger and compare the measurement to the chart. Half sizes are determined when your ring size falls between two of the ring sizes indicated.

For additional information on fabrics, fit and information on specific item qualities, contact Customer Service at 1-800-422-2770 between the hours of 6am to 11pm. Mountain Time. Or you may connect to us through Live Chat.


2. How do I know how a certain item size is running?
Unless noted otherwise, clothing items will be easily sized by using our handy sizing chart. Please feel free to contact our Customer Service department at 1-800-422-2770 if you have questions or sizing concerns that cannot be answered with this chart.


3. How do I know if an item is in stock?
If an item is on back order, a notation will appear in your shopping bag. The notation will say, "Backordered" and provide an approximate date that we are expecting our next shipment. Please note that it takes an additional 7-10 days for you to receive the merchandise after we have received it in our distribution center. If the item is in stock a notation will appear below the quantity field on the item page.

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Website Information:

1. Is your site secure?
Yes, At Sundance we use SSL (Secure Socket Layering) 128-bit encryption to protect your information as it travels over the Internet. We also hold a secure key, or digital certificate, through Digital Signature Trust. This key ensures that we are who we say we are and that any data exchanged online is protected from theft and tampering. Consumer protection laws protect you against any unauthorized use of your credit card. Federal law dictates that your legal liability is limited to $50 if your credit card number is used without your permission. If you suspect any illegal use of your card, call your issuing bank immediately to make sure your rights are protected.

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Shipping Information:

1. Attention residents of Alaska & Hawaii
For the standard "ground" delivery fee, we will ship by U.S. Airmail. This type of shipment takes up to 2 weeks.

Otherwise, you may choose between Federal Express overnight or 2nd day delivery services. Please add one day to the expedited delivery time frame.

The shipping cost will be the standard delivery fee plus $19.00 for the 2nd day service. For the next day service the standard delivery fee plus $23.00 will apply.


2. How do I check or track my order status?
You can check your order and shipping status by clicking here.

Or

Please contact us in Live Chat or at 1-800-422-2770 between the hours of 6am to 11pm. Mountain Time. We would be happy to check your shipment status and track any packages out for delivery.


3. What are your shipping costs?

Standard Delivery (Continental U.S. only)


Jewelry Orders
Our jewelry arrives in a complimentary jewelry box.

Standard delivery for jewelry-only orders is 5-7 business days and is a flat rate of $9.95 for shipping and handling. Faster delivery is available for an additional $3 for 2nd Day Air service, $13 for overnight service and $17 for priority overnight service. If your jewelry merchandise total is over $1,000 we will waive the shipping and handling costs. If you choose Overnight Delivery, additional charges will apply. Please enter a physical address as FedEx cannot deliver to a P.O. Box.

International Orders
For shipments outside the continental USA, please phone our Customer Service Center at 1-800-422-2770 or contact us in Live Chat. Customers are responsible for international duties, taxes and refused shipping charges.


4. What shipping methods do you use?
Our packages are sent via the U.S. Postal Service, Federal Express or through freight carriers for oversized items such as furniture.


5. When can I expect my expedited shipment to arrive?
We have two expedited options, FedEx Next Day service and FedEx Second Day service.

FedEx Next Day delivers the following business day (Monday - Friday) after shipment. FedEx 2 day delivers two business days (Monday - Friday) after shipment.

Orders typically ship the same day if we receive them by 3:00 p.m. Mountain Time. Shipment occurs the following business day (Monday - Friday) if orders are received after 3:00 p.m. Mountain time.

Saturday delivery is available with certain restrictions. Please contact us at 1-800-422-2770 or in Live Chat if you have questions about this service.

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International Orders:

1. What are my international shipping options?
We offer U.S. Air Mail or Federal Express for our international shipping services. Furniture items will be sent through a shipping carrier and will require us to contact you back with the charges after you have placed your order.

During step 2 of the check out process you will have the option of selecting the shipping option. There will also be a link to the shipping chart listing shipping costs that do not require a quote.

APO & FPO addresses must use the U.S. Air Mail option, as FedEx cannot deliver to a PO Box address.


2. What are your international delivery time frames?

FedEx International delivery
The time frame for delivery will be approximately 7 days for shipments to Canada, Puerto Rico, Virgin Islands, Guam & U.S. Territories.

For all other countries the FedEx delivery time frame will be approximately 2 weeks.

Delays in customs may affect these time frames. Oversized packages cannot be sent using this service.

U.S. Air Mail
The time frame for delivery could vary between 2 to 8 weeks. Customs inspections are the main cause of delay but cannot be controlled by Sundance Catalog Company.


3. What will the international shipping charges be?

Canada
FedEx International
Packages 5 pounds or less - Standard delivery rates (listed below) plus $19.00.
Packages over 5 pounds - add $1.00 USD for each additional pound to the rates for packages under 5 pounds.
Packages over 15 pounds - These shipments require a shipping quote. We will contact you after your order has been placed to advise you of the shipping costs.

U.S. Air Mail
Packages 5 pounds or less - Standard delivery rates apply and are listed below.
Packages over 5 pounds - Standard delivery rates apply plus $1.00 USD for each additional pound over 5. For example, an order for $100.00 weighing 10 pounds would incur shipping costs of $18.95 USD.
Packages over 15 pounds - These shipments require a shipping quote. We will contact you after your order has been placed to advise you of the shipping costs.

APO & FPO
Standard delivery rates apply (listed below). Expedited service is not available to these addresses.

Puerto Rico, Guam, US Virgin Islands & U.S. Territories
FedEx International
Packages 5 pounds or less - Standard delivery rates (listed below) plus $19.00
Packages over 5 pounds and under 15 pounds - add $1.00 USD for each additional pound to the rates for packages under 5 pounds. For example, shipping charges for a $100.00 order weighing 10 pounds will cost $37.95 USD.
Packages over 15 pounds - These shipments require a shipping quote. We will contact you after your order has been placed to advise you of the shipping costs.

U.S. Air Mail
Packages 5 pounds or less - Standard delivery rates apply.
Packages over 5 pounds and under 15 pounds - Standard delivery rates apply plus $1.00 USD each additional pound over 5. For example, an order for $100.00 weighing 10 pounds would incur shipping costs of $18.95 USD.
Packages over 15 pounds - These shipments require a shipping quote. We will contact you after your order has been placed to advise you of the shipping costs.

All other International Countries

Jewelry

FedEx International
The shipping fee is $40.00 for the first item and $1.00 for each additional jewelry item. Delivery occurs within approximately 2 weeks.

U.S. Air Mail
The shipping fee is $18.00 for the first item and $1.00 for each additional jewelry item. Delivery occurs within approximately 3 to 4 weeks.

Clothing, shoes or small items

FedEx International
The shipping fee is $50.00 for the first item and $1.00 for each additional jewelry item. An additional $2.00 for each clothing item and an additional $10.00 for each additional quilt, robe, heavy jacket or any other heavy item. Delivery occurs within approximately 2 weeks.

U.S. Air Mail
The shipping fee is $26.00 for the first item and $1.00 for each additional jewelry item. An additional $2.00 for each clothing item and an additional $5.00 for each additional quilt, robe, heavy jacket or any other heavy item. Delivery occurs within approximately 3 to 4 weeks.

Furniture or Drop-shipped items
These shipments require a shipping quote. We will contact you within 48 hours after your order has been placed to advise you of the shipping costs.

Standard Delivery (Add rates above for accurate international shipping rates)


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Payment Information:

1. Can I place an order now and send you a check?
Our system is unable to receive orders or hold merchandise without a valid payment attached. Please submit your check orders via U.S. Mail to:

Sundance Catalog Company
P.O. Box 30307
Salt Lake City, UT 84130-0307


2.Can I use a gift card or coupon as payment?
Yes! During your check out, you may enter in your gift card or coupon number for easy payment. The dollar amount is already stored in our files and will be automatically calculated.


3. Which credit cards do you accept?
We accept MasterCard, Visa, American Express and Discover cards.


4. Why am I charged a shipping surcharge?
Shipping surcharges are an additional fee added to items that are heavy and/or oversized. The carrier will charge additional money for items that are large and assessing this surcharge instead of getting individual shipping quotes makes the order entry process quicker. Your original shipping and handling charges are taken into consideration when setting this fee so that you only pay the correct amount of shipping costs.


5. Why are orders shipped to some states taxed?
Sundance Catalog maintains offices in Utah, Colorado and California. Our physical presence in these states requires us to collect sales tax on behalf of those states. State laws require sales tax to be collected according to the address where the merchandise is shipped.

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Miscellaneous:

1. How do I find manufacturer information?
We are unable to provide manufacturer or vendor information on any item featured in Sundance Catalog. If you have questions on your purchases, please contact our Customer Service department at 1-800-422-2770 or through Live Chat between the hours of 6am to 11pm. Mountain Time. We'll be happy to help.


2. How do I submit a product to the catalog?
If you would like us to review your product for inclusion in an upcoming catalog, please send photos of your product and pricing information to Merchandising Department Product Submission, Sundance Catalog, 3865 West 2400 South, Salt Lake City, UT 84120, or by email at samplesubmission@sundance.net. All photos will be reviewed and either kept on file for future consideration or discarded. If you would like us to return your photographs, please include a self-addressed stamped envelope with your submission.

Due to the overwhelming correspondence we receive on new products, we are unable to accept telephone calls on product submission or selection. We will, however, call you if your item has been selected.

Please note that unsolicited samples become the property of Sundance Catalog.


3. What is a backorder?
A backorder is an order placed for an item that is not currently in stock. If we are able to re-order additional merchandise from our source, we will accept your order pending the arrival of new stock. This order is then noted as a "backorder". Backorder times vary but are normally just a matter of weeks. Because we do a full quality inspection on our products, it takes up to 48 hours for merchandise to ship once it is received in our distribution center.

For a better idea of how long you may wait for a particular item, please contact Customer Service at 1-800-422-2770 or through Live Chat.


4. Where are your stores located?

Park Meadows
8405 Park Meadows Center Dr.
Suite 1140
Lone Tree, Colorado

Store Hours:
10am - 9pm Monday - Saturday
11am - 7pm Sunday

The Village at Corte Madera
1612 Redwood Highway
Corte Madera, California

Store Hours:
10am - 8pm Monday - Friday
10am - 7pm Saturday
11am - 6pm Sunday

Outlet Store
2201 S. Highland Drive
Salt Lake City, Utah

Store Hours:
10am - 8pm Monday - Saturday
12pm - 5pm Sunday

We apologize that we are unable to accept phone orders at the Outlet Store.

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Returns and Exchanges:

1. Am I billed for shipping on an exchange order?
If you have exchanged for the same item/same item number, but simply a different size or color, we do not charge shipping, as a courtesy. If you exchange for a different item number, shipping charges are assessed.


2. Do I have to use SmartLabel® return system?
No. You may use whatever carrier is most convenient for you. To protect your interests, we suggest that an insured carrier is used and tracking is obtained on the package.

SmartLabel® is a partnership between Sundance Catalog and Newgistics, which may save you money on return costs. The cost for returning a package with SmartLabel® is predetermined based on the size of the package and costs between $7.95 and $12.95. The amount is deducted from your refund amount, reducing your out-of-pocket expenses.

Address for returns when not using the SmartLabel® system:
Sundance Catalog Company
Returns Department
3865 West 2400 South
Salt Lake City, Utah 84120


3. How do I return a gift?
Gift returns are simple, and are handled in a discreet manner. Please follow the return information listed below and note on your order paperwork that the item was a gift. You may exchange for other items in the catalog or we will mail you a gift card, whichever you prefer.

Package the items securely and include the packing slip received with your order if you have it. Also indicate the reason for the return and your current address and phone number. This will ensure an accurate refund.

For your convenience, a prepaid postage address label is provided on the original packing slip for most orders. Simply seal the package for shipment, affix the SmartLabel® and send your package off with the U.S. Postal Service.

Returns are processed in the order received and may take 2 to 10 days to be refunded once we receive them.


4. How do I return an item?
Complete the return form from the back of your invoice/packing slip. This will help us process your request quickly and correctly.

Package the items securely and include the packing slip received with your order. Seal the package properly for shipment.

You will find our SmartLabel® attached to the original invoice. Affix this to your package and take it to any U.S. Mail Drop; your local post office, your home or work mailbox or your local mail carrier. If you no longer have the SmartLabel®, invoice or packing slip please visit us in Live Chat and our customer service representative will make arrangements for you.

Returns are processed in the order received and may take 2 to 10 days to be refunded once we receive them. Refunds are processed back to the original method of payment. Credit card refunds will be reflected on your credit card billing statement within one billing cycle.


5. How long do I have to return an item?
You may return an item at any time for an exchange or a refund. The only exception is on items purchased from the Outlet section of the website, Outlet catalogs and purchases made in our Salt Lake City Outlet Store. These items must be returned within 30 days of original purchase.


6. How long will it take to get a credit?
Our Returns department processes returns in the order they are received. Return processing may take several days from the time we receive your package in order for them to be fully opened, inspected and processed. From the time our Returns department processes your package, we commit to submitting your refund to your bank within 24 hours. Your refund should appear within one credit card billing cycle.


7. What is your return policy?
If at any time and for any reason, you do not feel that your purchase has lived up to your expectations simply return it for an exchange or a refund. Sundance outlet purchases are accepted within 30 days of the original purchase for an exchange or refund.

Please indicate your reason for returning the item(s) on the packing slip you received with your purchase. Package the item(s) and the packing slip securely and affix our postage-paid SmartLabel® from the packing slip to the package. Drop your package in the U.S Mail at home, at work or at your local post office. Furniture and other oversized items cannot be returned using the SmartLabel®. Please contact customer service via Live Chat or over the telephone at 1-800-422-2770 for assistance in returning these items.

The purchase price of the merchandise will be credited back to your original method of payment. We will also deduct a return postage fee of $7.95. For large items we will deduct a return postage fee of $12.95.

If you live outside of the USA, have an APO/FPO address or would prefer to pay your own return shipping, send the package to: Sundance Catalog Company, Returns Department, 3865 West 2400 South, Salt Lake City, UT 84120. Please do not send returns to the SmartLabel® address when using an alternative carrier. We recommend you use a form of traceable delivery and insure your package for your protection. Please do not send the package C.O.D., as we do not accept returns shipped C.O.D. Credit card refunds will be reflected on your billing statement within 1 billing cycle.


8. Why am I billed for my exchange order?
When an item is returned to us, we process a refund for that return. If a new item is ordered in its place we bill for that item at the time it is shipped. This process helps eliminate unnecessary interest charges for our customer in the event that an item is temporarily on back order. It also helps us keep clear records of any transactions on your credit card history.

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