Faqs

Q: WHEN WILL MY ORDER SHIP? A: Orders are usually processed and shipped within 2-3 business days (Monday-Friday) of purchase.

Q: THROUGH WHAT CARRIER DO YOUR ORDERS SHIP? A: Please see our shipping page for further information.

Q: DO YOU SHIP INTERNATIONALLY? A: Yes, please see our shipping page for rates.

Q: I JUST RECEIVED MY ORDER, BUT I WOULD LIKE TO RETURN IT. DO YOU ACCEPT RETURNS? A: Yes, please see our return policy page. If there is a problem with your order, you need to contact us within 10 days of receiving your package.

Q: WHAT IF I CAN'T FIND MY ORIGINAL ORDER NUMBER? A: Please print out the order confirmation email. Without this information, we will be unable to process your return.

Q: CAN I EXCHANGE THE ITEM I JUST RECEIVED FOR A DIFFERENT OCARINA ON YOUR SITE? A: At this time, we cannot process exchanges.

Q: WHAT METHODS OF PAYMENT DO YOU ACCEPT? A: We accept Visa, Mastercard, Discover, American Express, PayPal, Amazon Pay, and Coinbase Commerce. We are pleased to now offer ShopPay for customers who would like to pay on an installment plan (select at checkout to see if you qualify, terms and conditions apply). You can also send in a mail order. We do not accept wire money transfers. For information on mail orders, please see our mail order page.

Q: WHY WAS MY CREDIT CARD DECLINED? A: Most credit cards are declined because the billing address you entered does not match the address your bank has on file. Please be sure to double check this, and if that does not work, please send us an email at service@stlocarina.com.

Q: IT LOOKS LIKE YOU CHARGED ME MULTIPLE TIMES. HELP! A: Unless you received an order confirmation, we did not charge your card. If your credit card was declined, you may see pending transactions for each attempt to submit payment. The pending transaction will clear up within three to five business days, depending on your bank, and will never turn into a charge. You will always get an email confirmation when an order is successfully placed on our site. Please check your billing address before submitting the order again.

Q: WILL I GET AN INVOICE INSIDE OF MY PACKAGE? A: No, we do not include invoices inside of our shipping boxes. We will send you an electronic copy of your receipt once you complete your purchase. If you need an invoice for your country's Customs office, simply let us know and we will be happy to email that to you.

Q: DO YOU PROVIDE ANY OF YOUR BOOKS IN PDF FORMAT OR DIGITAL DOWNLOAD? A: Select items are now available for digital download. Please review the product page details to see if the item in question is available in digital format. Please note that digital items are not available in physical format unless otherwise stated in the product description.

Q: WHICH COUNTRIES DO YOU SHIP TO? A: Note: Due to the ever changing status of the COVID-19 pandemic and supply chain labor shortages, occasions may arise where we are unable to ship to your country. Please contact service@stlocarina.com to receive more information about our ability to ship to your country prior to your purchase. Any international orders that are unable to be shipped will be refunded upon discovery.

Q: WHY IS THE TRACKING STATUS BLANK? A: Usually it takes 48 hours for any information to be updated. International orders typically take longer to show any information.

Q: CAN I ORDER BY PHONE? A: Yes, please call us at 314-594-2994. One of our customer service representatives will be happy to help you.