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FAQ
- Shopping & Checkout Questions
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How do I shop on this site?
For your shopping convenience, we use what is called a “shopping cart” to help you order online. This shopping cart works just the same as a real shopping cart - it collects items you want to purchase until checkout time!
Simply browse the store and when you want to purchase an item, just click “order” and that item is added to your cart. After ordering each item, you’ll be shown a “Your Shopping Cart” screen that displays your items as well as a subtotal. When you are finished shopping, click “checkout” (a link on “Your Shopping Cart” screen) and follow the easy steps from there.
Navigation: We have tried to make our site as simple and easy-to-use as possible. The main destinations you will probably use are shown as “Tabs” on the very top bar.
Getting Started: If you would like to browse the site, the best place to start is to click on of the Categories that you are interested in on the top bar. This will take you to the main Category page with a listing of the Sub-Categories.
Searching: If you have an idea of what you'd like, try an Item Search in the search box that appears on the top of the left column. If you know the item name, enter it in the search field and enclose it in quotation marks. This finds an exact match for the item, instead of searching for the words individually (as a search not enclosed in quotes does).
How do I change quantities?
When you click “order,” one of the selected items is added to your shopping cart. If you want more than one, simply adjust the quantity on the “Your Shopping Cart” screen (that loads directly after clicking the “order” button), and click the “update” button. If you ever want to remove an item from your cart, just click the “remove” icon next to the item, then click the “update” button. Once an order is submitted through the Silk Road Spirit Webstore, it will be processed within 3-4 hours, and it may be too late to change (all orders, however, may be returned). If you think it may NOT be too late to change, call our Customer Service line at 1-602-714-6646, Monday - Friday from 8:00 AM to 5:00 PM PST, and we will do our best for you. Have your Order Number ready for operator.
Can I charge this order to my store’s account?
At this time, we are not extending credit to our distributors. If you would like to discuss our credit policy further, please call Customer Service at 1-602-714-6646.
I have forgotten my store’s special order code. How do I get it?
To receive your order code, call our Customer Service department at 1-602-714-6646 Monday - Friday from 8:00 AM to 5:00 PM PST, and we will give it to you. Please note that our wholesale codes expire quarterly, so if you have not ordered for a while, you will require a new password.
What credit cards do you accept?
We accept Visa, MasterCard, Discover, and American Express. Your credit card will not be charged until your items are shipped.
Will I be charged a sales tax when I shop at the Silk Road Spirit Webstore?
If your order is ordered and paid for by a resident of Arizona, you will be charged the required 8.3% state sales tax.
Can I ship a single order to multiple addresses?
Unfortunately, at this time our site does not support multiple ship-to addresses. If you want gifts shipped to more than one address, you will need to place separate orders for them.
How do you handle orders outside the USA?
We ship anywhere in the world. For orders outside of the USA or Canada, please call our Customer Service department at 1-602-714-6646 Monday - Friday from 8:00 AM to 5:00 PM PST or email Customer Service. We accept only credit cards or money orders drawn on U.S. Funds for foreign shipments.
The Web site is busy. Can I e-mail my order?
We're sorry. We cannot accept orders via e-mail. Sending personal information, especially your credit card, through e-mail is not safe or secure and should not be used. If you need to place an order and can't access our Webstore, please call our Customer Service department at 1-602-714-6646, Monday - Friday from 8:00 AM to 5:00 PM PST.
How do I cancel an order?
Once an order is submitted through the Silk Road Spirit Webstore, it is processed within 3-4 hours, and it may be too late to cancel (all orders, however, may be returned). If you think it may NOT be too late to cancel, call our Customer Service Department at 1-602-714-6646 Monday - Friday from 8:00 AM to 5:00 PM PST, and we will do our best for you. Have your Order Number ready for the operator.
What are your shipping rates?
We offer shipping service through United States Post Office and Federal Express. Your rates are calculated based on the weight of your items, your location, and on the method of shipping you select. When you have selected your items and are ready to check out, please refer to the freight rate estimate tool at the bottom of the screen.
What about backorders?
All items offered on the Silk Road Spirit Webstore are in stock and available to ship within 24 hours. We do not accept backorders.
- Security & Privacy
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I'm worried about credit card fraud, is this site secure?
For your comfort and safety, Silk Road Spirit uses secure server technology (Secure Sockets Layer or SSL) to virtually eliminate the risk of an unwanted intermediary obtaining your credit card information during transmission. SSL is the standard in secure Web transactions and is the best technology available today.
All versions of 4.0 (and higher) browsers including Netscape, Microsoft Internet Explorer and AOL support the technology, but other browsers may also support it. We suggest upgrading to the newest version of your browser for maximum efficiency. Information on how to activate secure mode is available when you check out your items from this site.
What is your privacy policy?
We take the privacy of your personal information very seriously. Please take a moment to view our full privacy policy.
How do I unsubscribe from your e-mail list?
If you choose to be on our e-mail list, you will receive periodic updates and offers from Silk Road Spirit. We DO NOT sell our mailing list. Never. Ever. Should you ever want to be removed from the mailing list, simply click “Unsubscribe” at the bottom of your latest email from Silk Road Spirit, or email Customer Service, and write “Unsubscribe” in the email’s Subject Heading.
- Delivery Questions
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What is the general delivery process?
Orders are usually shipped within 24 hours of receipt of your order, and are shipped according to the shipping method you selected. You will receive an update email indicating your tracking number when your order is shipped.
Can I ship to APO/FPO addresses through the Silk Road Spirit website?
Orders shipping to APO/FPO addresses must be shipped by USPS. Please tick that selection when ordering. New federal regulations require customs paperwork for items shipping to APO/FPO addresses. Please call our Customer Service department at 1-602-714-6646 or e-mail Customer Service if you have any questions.
- Contacting Us
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Where are you located/What is your address and phone number?
We are located in Arizona, USA. Here's our address and contact information:
Silk Road Spirit
728 West Palm Lane
Phoenix, Arizona 85007
United States of America
Ordering: 1-602-714-6646, Monday - Friday from 8:00 AM to 5:00 PM PST or anytime online!
Customer Service: 1-602-714-6646 Monday - Friday from 8:00 AM to 5:00 PM PST
E-Mail: Customer Service - Account Information
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My e-mail address has changed, what do I do?
Unfortunately you'll have to create a new account with your new e-mail address.
When I try to enter my e-mail address, it tells me "User does not exist".
There could be a number of reasons for this. The account system is case-sensitive, so be sure you are entering your e-mail address and password just as you typed them when you created your account. Also, be sure your Caps Lock is not on.
Sometimes e-mail addresses can have slightly different domains, for example "user@email.msn.com" and "user@msn.com" are actually the same e-mail address, but one will not match the other on our account system. Be sure you're using the same e-mail domain you signed up with.
If you are an AOL user, be sure to check that you are adding "@aol.com" to your screen name.
Finally, be sure you're adding the correct extension on to your e-mail domain name, for example ".com", ".net" or ".org". If none of these suggestions help, please contact us and we can look up your account.
I keep getting "The password you supplied is incorrect" when it is the same password I used to sign up with!
Remember, the account system is case sensitive. You have to type in your login and password exactly as you entered it when you created the account. Also, be sure to check your Caps Lock is not on. If all else fails, follow the "forgot password" link to receive a replacement password. - Silk Road Spirit Guarantee
- Your satisfaction is guaranteed. We want you to be completely satisfied with your purchase from Silk Road Spirit. If you are not satisfied for any reason, simply return your merchandise to us and you will receive a prompt refund. See our Return Policy for details.
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