Customer Service - Frequently Asked Questions

Free Shipping Offer

How much do you charge for shipping?

We offer several shipping methods. Below are estimated shipping charges and delivery times for each shipping method:

UPS Ground ($7.00)* – delivery time 5 to 7 business days

UPS 3 Day Select ($13.00)* – delivery time 3 business days

UPS Second Day Air ($19.00)* – delivery time 2 business days

*These are our minimum shipping charges. If the weight or distance of a shipment causes its shipping cost to exceed these rates, you will be charged the actual shipping rate of the package. Your actual shipping charges will be reflected during checkout.

To estimate your delivery date, please add 5-7 business days for order processing to the delivery time of your preferred shipping method. For example, if you order an item today and ship via UPS Ground, you will receive your item in 10-14 business days. Please note UPS does not deliver on weekends. Backordered items are shipped as they become available at no additional cost. Shipping fees are not refundable.

Can I track my order?

Once your order is shipped, you will be sent an email confirmation. If shipped via Fedex, your email will contain a tracking number you may use to track your order. You can then track your order from the members only page.

What about backorders?

If an item is backordered we will ship in-stock merchandise and it must be at least 50% of the actual order. Backordered items will be shipped as they become available. Backordered items from your order will be grouped and shipped together when it is reasonable to do so. Backordered items will be shipped via United States Postal Service or FedEx Ground. In the event of multiple shipments you will not be charged more than your original shipping quote. You will be notified via email if one or more items are going to be delayed beyond the original target date.

What is Drawstring return policy?

Our 100% guarantee ensures that every item you purchase at Drawstring meets your standards. If you are not satisfied with your purchase, you may return unworn merchandise with all tags attached within 30 days for an exchange or refund. Credits or charges due will be issued to the original credit card. Returns for refund after 30 days will not be accepted. Please allow ten (10) business days for your return/exchange to be processed.

How do I return something?

You will find a return and exchange form enclosed with your order. To return an item, fill out the appropriate portion of the form and enclose it with the merchandise you are returning. Please indicate on the form whether you would prefer a refund or an exchange, and allow ten business days for your return or exchange to be processed. We will notify you via e-mail of your refund once we have received and processed the returned item. Shipping fees are not refundable.

Send your package, including your return and exchange form, via a prepaid, insured, traceable method to ensure a safe and documented delivery to:

Drawstrings

Dept: Website Returns
933 Air Way
Glendale, CA 91201

Who pays for return shipping?

For a return, you are responsible for the cost of returning the merchandise. Your return will be processed and your credit card credited within ten business days. Please allow up to two billing cycles for a refund to appear on your credit card statement.

For an exchange, you are responsible for the cost of returning the merchandise. If you request a replacement item of equal or lesser value, there is no charge to ship the item to you. However, if you would like to upgrade your shipping method or purchase additional items, you are responsible for the cost of the additional items and shipping charges. If the exchange is of lesser value, we will need permission to credit your credit card for the original order and place a new order.

In the unlikely event that we have inadvertently sent you incorrect merchandise or you received damaged merchandise, please notify us immediately. We will reimburse you for the cost of returning the package to us, and we will not charge you for the shipping costs of replacement merchandise.

Is it safe to use my credit card?

Yes, shopping at Drawstrings.com is safe. Our secure server software encrypts information, ensuring that Internet transactions stay private and protected. We use Secure Sockets Layer (SSL) technology, considered the gold standard in Internet encryption technology, to protect the security of your credit card information as it is transmitted to us.

Under the Fair Credit Billing Act, your bank or credit card company cannot hold you liable for more than $50 of unauthorized or fraudulent charges on a credit card. Your liability for unauthorized use of a debit card may be higher, but most debit card issuers voluntarily apply the $50 limit to their cards, as well. If your bank does hold you liable for any amount up to $50, Drawstring will cover the liability imposed on you, up to $50. Drawstring will cover this amount only if the unauthorized use of your credit card occurred at Drawstring, as determined by your credit card company, and through no fault of your own. You must notify your card provider, in accordance with the agreement you have with the company, if unauthorized use of your credit or debit card does occur.

You may also place your order by printing our order form and faxing or mailing it to us. You may need Adobe Acrobat Reader to view/print the order form.

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What are my payment options?

We accept Visa, MasterCard, American Express and Discover online. You may also place your order by printing our order form and mailing it to us with a check or money order enclosed. Please be aware that orders placed with personal checks require an additional two weeks to process. For your security please do not send cash.

When will my order be shipped?

Drawstring usually ships in stock items in one to two business days, excluding holidays.

It is important to remember these dates and times are in effect for in stock items only. Don’t forget it is never too late to send an electronic gift certificate.

How can I submit comments and suggestions?

You can send email to info@Drawstrings.com, you can use our feedback form, or you can reach us at 1-800-548-3729 during business hours, Monday through Friday 9am to 5pm PST except on holidays.

What about my privacy?

We are committed to protecting your privacy. We use the information we collect on the site to make shopping at www.drawstrings.com possible and to enhance your overall shopping experience. Click on this link to view our complete privacy policy.

What are cookies? Does Drawstring use them?

Simply put, a cookie is a small piece of information that web sites use to remember information about users. Drawstring uses two types of cookies to recognize our members. We use transient cookies to provide continuity from page to page. They do not contain any personally identifying information. Drawstring uses persistent cookies to identify members after their first visit.

How do I change my membership information?

Personal information relating to you and your order history are only available to you if you provide the correct password that you create. To access your private information, you first sign in, and then you can edit or delete your information through the “my account” page.

Does Drawstring accept international orders?

Currently we only accept orders that ship to the United States, Canada, Puerto Rico, US Virgin Islands, APOs and FPOs.

Where are Drawstring retail stores?

Drawstring operates currently in Glendale Industrial District as manufacturing and distributing located in the Southern California. We specialize in men's and women's casual and resort wear and carry lots of styles and colors within the foundation of its category. Our staff are dedicated to providing our clientele with the most professional, caring and knowledgeable service.

Does Drawstring have a catalog?

In order to keep prices low and offer a large selection of the latest styles, we have chosen to not print any new catalogs at this time. We currently show all of our products on the Internet at http://www.drawstrings.com. If you prefer not to order over the Internet, you can print out our order and either mail or fax in your order. Or, you may call during business hours (M-F, 9 - 5 PST) and place your order via phone. We currently do not have a paper-based catalog for 2006.

Is gift wrapping available?

We take great pride in our packaging – each order is carefully wrapped in delicate orange tissue and placed inside an unmarked shipping box. At this time we do not offer gift wrapping services although we do offer gift invoices. Drawstring gift invoices are quite similar to our normal invoices with the exception that they do not contain pricing information. Please be aware that the order confirmation email does contain pricing information regardless of the type of invoice accompanying the shipment.

Are gift cards available?

Yes! We have gift cards available to purchase online under Gift Category. Please be aware that the ordering gift cards can be emailed or shipped to you.

Where can I enter a coupon or promotional code?

Occasionally we offer coupon or promotional codes to our customers. To use one of these codes, please enter the code on the “Payment” page of our checkout process. If you place your order over the phone, please inform the customer service agent that you have a code. Only one coupon code may be used per order.