The #1 most PHrequently asked question: What’s with the name?
Phonetically, a version of our name is used in some parts of the world to reference a cigarette, and in the minds of many, it is a slang term referencing homosexuals. Our use of the PHAG acronym stems from a less-known origin, found in the urban dictionary:
phag (noun). An individual who proudly thrives to thwart oppression and negative stereotypes.
Through our merchandising and service to our community, we proudly extend our positive interpretation of this term beyond the confines of our business, into the lives and homes of our customers, from all walks of life!
How long will it take for me to receive my order?
Items offered for purchase in our on-line shop are fulfilled either directly from the warehouse or gallery of the maker or from our PHAG warehouse in Philadelphia, PA. Unless otherwise noted, our products are generally available to ship in three (3) to five (5) business days, depending on current order volume. Out-of-stock items are often still available, but may need to be treated as a custom order. Once in our system, a PHAG Service Team member will e-mail you appropriate details regarding the processing and timing of your order.
If you need an item by a specific date, simply include this request in the “Order Notes” when placing your order. We will make every effort to accommodate the request, and let you know right away if there is a problem meeting your requested delivery date.
Can I speak to someone via telephone about my order?
In our efforts to minimize costs and maximize efficiency, we use e-mail as a first method of contact. However, we do love the opportunity for an occasional chat with members of our extended PHamily. We make every attempt to respond to written inquiries within 24 hours. If we aren’t able to effectively meet your needs communicating via e-mail, a PHAG Service Team member will gladly contact you via telephone- just ask!
You can also post questions and comments or “Live Tweet” with members of the PHAG Service Team (@phagshop) on Twitter.
The item I ordered is out of stock and I need to cancel. How long will it take for me to receive a refund for my purchase?
While your card is pre-authorized for the amount of your order at the time it is placed, you are not actually charged for any merchandise until your order ships. Therefore, if an item is out of stock the charge is never completed, so a refund is not necessary. The creditor will automatically drop any pre-authorization for which there is no subsequent formal charge after a set period of time (which they determine) from the pre-authorization date.
Note: This pre-authorization policy does not apply to custom and pre-orders which are charged at the time the order is placed, not the time the order is shipped.
What is your return policy?
If you are unhappy with a purchase for any reason use the “Contact Us” form to let us know! A member of the PHAG Service Team will be happy to assist you with a Return Authorization (RA) number and make arrangements for the item to be returned to our Philadelphia, PA warehouse. Once your return is received and processed, you will receive PHAG bucks in the amount of the original purchase to be used as credit toward any future purchase at www.thephagshop.com.
Returns and exchanges must be made within 30 days of the original purchase date. Custom products are not returnable. Once placed, custom orders cannot be canceled. Refunds will be given in situations where an order cannot be fulfilled.
SHIPPING OR DAMAGE CLAIMS MUST BE MADE WITHIN ONE WEEK OF PRODUCT RECEIPT, so be certain to open and inspect your order right away!
Is my information secure?
Philadelphia Home Art Garden, LLC is committed to the security of your data. At PHAG, convenience, service, and security are very important to us. Rest assured we’ve taken every measure possible to ensure you can shop our site with peace-of-mind. Our shopping cart and checkout service is securely hosted. The secure connection is seamless, so when you see an item you want, simply add it to your virtual PHAG bag.
When you have completed your shopping experience, use the “Proceed To Checkout” button, and you can complete your order securely, in a few simple steps. As an added measure of personal security, no physical records of credit card information are stored by PHAG once a transaction is completed.
What shipping methods are available?
For “Standard” shipments (not expedited) of smaller home and gift items we utilize USPS priority mail or UPS ground service. Standard shipping and handling charges will automatically be added to your order during the checkout process. All shipments are tracked by a PHAG Service Team member using USPS delivery confirmation or UPS tracking codes.
In our continued pursuit of the fairest pricing possible, PHAG selects the most economical delivery option based on delivery location, dimension, weight, and fragility of the item(s) ordered. Larger items (including furniture) generally ship via freight carrier. We use a number of freight carriers in different regions of the country. Items classified as fragile, or particularly delicate, ship via our white glove delivery service.
Expedited delivery services are available for smaller home and gift items (and some larger items) by customer request. If you would like to expedite your shipment, and pay a surcharge, simply complete the “Contact Us” form and a PHAG Service Team member will assist you with rush delivery costs on a specific order. Be certain to reference your order number when you submit your initial form regarding an expedited shipping request.
Center City Philadelphia residents have the option of selecting our FREE local delivery service to avoid standard shipping fees. For insurance reasons, we do not allow pick-ups from our local warehousing facilities.
Who qualifies for FREE Local Delivery?
Center City Philadelphia residents in the following ZIP codes have the option of selecting our FREE local delivery service:
19102, 19103, 19106, 19107, 19121, 19122, 19123, 19125, 19130, 19134, 19145, 19146, 19147, and 19148
When “Local” delivery is selected, please allow 24 to 48 hours for delivery after you have received confirmation that the product you’ve ordered is in-stock and ready to ship. Deliveries are scheduled Monday – Saturday from 8 am until 8 pm. A SIGNATURE IS REQUIRED FOR THIS DELIVERY METHOD, so be certain to ship the item to a location where a signature can be obtained during regular delivery hours.
Do you ship internationally?
Yes and no (How’s that for an answer?). We do ship smaller home and gift items internationally, but we do not ship larger items that would need to travel via a freight carrier outside the continental USA. The shipping and handling charges automatically added to orders are based on domestic shipping rates. So, if you are requesting International shipping, a PHAG Service Team member will contact you regarding the necessary International delivery cost adjustments needed prior to processing and shipping your order.
How do I get a quote for White Glove Delivery?
If you have selected an item from The White Glove Collection, you will automatically be contacted by a PHAG Service Team member with a quote for your specific delivery location, prior to final order processing and shipment. If, however, you would like to request our white glove delivery service for other items, and pay a surcharge, simply complete the “Contact Us” form and a PHAG Service Team member will assist you with white glove delivery costs for a specific order. Be certain to reference your order number when you submit your initial form regarding this special delivery service.
Your privacy is important to us. To better protect your privacy the following notice explains the information we collect, how it is used, how it is safeguarded, and how to contact us if you have any concerns. As part of the order process, the following information is collected from shoppers:
Name, Shipping/Billing Address, Email address, Phone number, and Credit/Debit Card Information
How That Information Is Used: All information collected as part of the order process is used strictly for the purpose of accurately fulfilling the order. Once fulfilled, contact information becomes part of PHAGs active customer database, qualifying the customer for routine e-mail updates, VIP offers, and promotional mailings. Information in PHAGs customer database is never sold or shared with third parties.