Customer Care

CONTACT US

Toll-free Customer Service: 855-8WONDER (855-896-6337)

Call Center Hours: Monday-Friday, 9am-7pm ET and Saturday and Sunday 11:00 AM – 4:00 PM EST.

Friday 5/31/2013: 9am-1pm ET

*Note holiday hours may vary.

ACCOUNT

To register for an account on cwonder.com simply click the “My Account” link found on the top left of the navigation bar. You will be brought to a page asking you to log in or create an account; click “Register” on the right side. Enter your first and last name, email and a password and you’re done! (Don’t forget to check the box to sign up for our newsletter!)

Now you can save and share your wish list with friends and family, view your order history, print invoices AND ordering on cwonder.com just got a whole lot quicker and easier! (Your account retains your default billing and shipping information.)

*You will only be able to view orders that were placed while logged into your account or placed by phone.

Note registering for our newsletter does not create an account nor does registering for an account automatically sign you up for our newsletter.

Manage your Account

To access your account you can sign in from the top navigation bar on cwonder.com or during checkout.

If you are unable to get in, reset your password here. If you are not successful please call a Care Concierge.

NEWSLETTER

To receive the latest news on store openings, promotions, sales and all things C. Wonder sign up for our newsletter from the top navigation bar on cwonder.com.

If you no longer wish to receive emails, unsubscribe from our newsletter here.

ORDERS

Order Emails

Got it!

You will receive an order confirmation email within 24 hours of checking out. This email tells you that your order was received. You will see an authorization hold on your card directly after checking out. Please note that you will not be charged until your item ships.

It’s on its way!

You will receive a shipment confirmation email when your order ships. This email will include a UPS tracking number. It can take up to 48 hours for UPS to update the status of your delivery. Your card will be charged at this time.

Oh dear!

If for some reason we are unable to fulfill your order (though we’ll try out best!), you will receive a cancelation email notifying you that we are unfortunately unable to fulfill your order. You will not be charged for this order and any authorization hold should expire within 7-10 days. Please contact your bank with any authorization hold concerns.

Status

Processing – We have received your order are confirming item availability and verifying your payment. The order will remain in this status from the time it is submitted until it ships.

Once these steps are complete your order is transmitted to the warehouse and is in line to be picked, packed and shipped or it has been picked and packed and will soon be shipped.

Complete – Your order has been shipped. You should have received a shipping confirmation email containing tracking information. Note your tracking can take up to 24 hours to update.

Cancelled – Your order has been cancelled by your request, due to limited inventory or issues processing your payment.

Tracking Your Order

You can track your order in three ways:

1. Check your email. Your tracking number will be in your shipment confirmation email.

2. If you have a registered account on cwonder.com you can check the status of your order here at any time.

3. Give us a call! 855-8WONDER (855-896-6337)

Timeframe

Orders typically ship in 3-4 business days. If your order is not shipped within that processing timeframe and it is not during a promotional period, please contact a Care Concierge for further assistance.

Once your order ships, the timeframe depends on the shipping method you selected and the final destination.

Damaged Items

If your item/s arrives damaged, please contact a Care Concierge for assistance. If the item is available we will gladly send a replacement. If the item is no longer available, we will make other arrangements.

Canceling an Order

Once your order is submitted, we have a very narrow time frame in which we can cancel the order. Please contact a Care Concierge immediately for assistance.

Making Changes to your Order

Once your order is submitted, we are unable to modify it. Please email our Customer Care team at customercare@cwonder.com if anything regarding your order is in error.

BULK ORDERS

Corporate Gifting

Shopping for the office, PTA or everyone you know? We can help! It is so easy to thank your employees for their hard work throughout the year, show your friends how much they mean to you, show appreciation to your child’s teacher, or give the gift of monogram to your family. For more information about the C. Wonder Group Gifting Program, please email groupgifts@cwonder.com.

Discounts

We offer volume discounts up to 20% off depending on the item and quantity. To make arrangements or to get more details please contact groupgifts@cwonder.com.

Limits

Most items on cwonder.com have item threshold limits. If you require an exception, please contact a Care Concierge for assistance.

SHIPPING

Methods and Rates

We ship to 50 US States via UPS. We deliver wonder Monday through Friday. CWonder.com offers three shipping options:

FedEx Ground: Delivery in 7-10 business days after processing. We offer Ground shipping to 50 states for a flat rate of $8.50.

FedEx 2nd Day: Delivery in 2 business days after processing.

FedEx Next Day Air: Delivery the next business day after processing.

Location	Ground	Two-Day	Next Day Air
Contiguous 48 states	$8.50	$20	$25
Alaska & Hawaii	N/A	$15	$25
Oversized shipments (City Bike)	$100	N/A	N/A

Apologies, but we do not currently offer:

International shipping
Shipping to US Territories or Commonwealths
Delivery to P.O Boxes or Military Post Offices
Ground shipping to Hawaii or Alaska, please select two-day or overnight at checkout

Processing Times

Once you have placed your order, our shipping experts will get busy locating and shipping your item/s.

The time in which your order is processed depends on the day and time you place your order, your chosen shipping method, and how busy our experts are. Please see full details below.

For priority shipments (2nd day & Next Day Air):

Orders placed Monday–Friday before 2pm ET (excluding holidays) will begin processing that day.
Orders placed after 2pm ET on Monday–Thursday and Sunday will begin processing the next business day.
Orders placed after 2pm ET on Friday or anytime Saturday will begin processing the following Monday.

Standard Ground Orders typically ship within 3-4 business days from the time they begin processing, pending availability and credit card verification.

Recommendations

We do not advise shipping to a hotel or through a freight forwarder.

If you do decide to ship to a hotel, we recommend contacting the hotel management to get information on their policies regarding receiving guest mail.

If you are using a freight forwarder, we are not responsible for damages or otherwise after it is delivered to your forwarder. We encourage you to use a company you trust and can rely on to deliver your items accurately and in good condition.

PAYMENT

Acceptable Forms of Payment

Debit Cards with Visa/MasterCard Logo
Visa
MasterCard
Discover
American Express

*cwonder.com does not currently accept international credit cards.

Unacceptable Forms of Payment

Personal Checks
Money Orders
Cash on Delivery (COD)
Gift Cards**
Private Label Credit Card
Online Gift Certificate
Prepaid Gift Card
Bill Me Later
PayPal
EBT Cards

**Gift cards or certificates are not available for purchase or redemption at cwonder.com at this time and we don’t currently accept store credits for online purchases.

Sales Tax

State laws require that we charge applicable sales tax on orders shipped to addresses in the following states: New York, New Jersey, California, Georgia, and Virginia.

Charges & Credit Holds

Credit cards are charged at the time the order ships. Therefore your funds will not settle until your order is “complete.”

When you use a debit card to pay for your order you initiate a “withdrawal” or transfer of funds from your account, and authorize the transaction amount.

If you check your account activity you will likely see the amount as a “pending” transaction. This is a temporary hold of the funds. The funds will be held until your order ships when they will settle and be deducted from your account.

If your order is cancelled this hold will be released once your bank has an updated list of transactions.

If you attempt to submit the same order more than once or the order ships the same day it was placed, you may see more than one authorization request. Note, you will not be charged twice, one request will settle and the other will be released.

Typically holds are released in 1-5 business days.

PROMOTIONS and SALES

Rules and Restrictions

Note, during promotional periods, processing times will be 4-10 business days.
Due to high demand and limited inventory, orders cannot be guaranteed.
Buy one, get one free: For buy one get one free returns, you will receive a credit for a percentage of the purchase amount based on the purchased price and total discount amount. Offers only valid on products purchased between designated sale dates. Purchased product cannot be discounted. Free product must be of equal or lesser value than of the purchased product.
Codes or offers cannot be applied to orders placed prior to the designated effective date.
Codes or offers are not combinable with other offers. We will accept one promotion per order.
Employee and extended discount participant offers are not combinable with other promotions.
Offers can be terminated at any time without notice.
We reserve the right, without prior notice, to limit the order quantity or promo usage on any order.
Additional restrictions may apply.

Price Adjustments
No one likes missing a sale, which is why C. Wonder honors a one-time price adjustment on full-price merchandise within ten days of your purchase. We’re sorry, but only full-price items are eligible for price adjustments.

GIFT SERVICES

Gift Boxes

We offer gift boxing services for your convenience at a small fee of $5.50 per order. You can select this feature in step 3 of the checkout process.

Gift boxes may not be available for certain items due to size or dimensions. Items that come pre-boxed may not be eligible for gift boxes. If an item is restricted, it will be indicated in the shopping cart.

Gift orders will be “wrapped” according to the packer’s best judgment. Not every item will come individually boxed.

Orders purchased as gifts will be accompanied by a gift receipt (invoice with suppressed pricing information). Additionally, the price on the hang tag attached to the item will blacked-out.

Gift Notes

If you select the gifting option at checkout you will be prompted to include a gift message. If you would only like a gift message, please contact our Care Concierge team. We will gladly send a handwritten gift note to your recipient at no additional cost.

Gift Card and Gift Certificates

We do not currently sell or accept C. Wonder gift cards or gift certificates on cwonder.com. Please note, we will offer this feature in the future. In the meantime, we are happy to assist in making arrangements for you to order by phone with one of our stores.

Check your Gift Card Balance

You can check your gift card balance by phone with a Care Concierge at 855-896-6337 (855-8WONDER).

RETURNS

Policy

Change of heart? Don’t fret! C. Wonder is happy to refund merchandise that is unused and accompanied by a receipt at any time! How wonderful is that?

We’re sorry, but we only accept electronics returns within 90 days of purchase. (We’re happy to assist you with the manufacturer’s warranty after that). Unfortunately, personalized items may not be returned or exchanged.

Instructions

Complete the return reason form on the bottom half of the packing slip.
Pack item/s securely in the original package if possible.
Include the bottom portion of the original packing slip as well as the return reason form. Keep a copy of the packing slip for your records.

Please mail your return by traceable mail to:

C. Wonder Returns

c/o Expeditors

150 Raritan Center Pkwy

Edison, NJ 08837

Timeframe

Your refund will be processed within 5- 10 business days from when your return is received by our warehouse. You will receive an email when your refund has been processed and you can expect your credit within 3-5 business days from then. In some cases it can take up to one full billing cycle for the credit to reflect in your account. Shipping costs will not be refunded. We are only able to refund to the original form of payment.

We’re sorry, but cwonder.com items returned in-store are only eligible for store credit, minus shipping charges. Note store credit is only accepted in store. And unfortunately, we don’t accept exchanges via mail.

Purchases made in store must be returned to a store.

PRODUCT INFORMATION

We are a vertically integrated company designing and selling our own merchandise. All of our products are imported. We do not sell through any wholesale channels such as department or specialty stores at this time.

Individual product dimensions should be available through the “details” section of the product information page. If the information you are looking for is missing, please contact a Care Concierge, we will gladly provide the information.

For help with sizing, please refer to our size chart, FAQs section or reach out to us!

Product Care

Fabric/Textiles

Clothing and home textiles have their own individual care instructions. These instructions can be found on the care tag sewn inside the item. If you would like to know care instructions before ordering, please contact a Care Concierge.

Leather Care

Do not wash
Store out of sunlight
Beware of crocking with leather (any finish), suede, calf hair, etc.
Before using any care product, test for discoloration on a small portion that is not visible on the outside

Nylon Care

To remove dirt, clean the whole lining using a cloth or a soft brush; with water and neutral soap (avoid water spilling over leather parts when cleaning).

Jewelry Care

C. Wonder Jewelry is hand crafted
Most of our jewelry is made of 14K gold plated metals such as brass and other alloys.
We also incorporate semi-precious stones and beads, hand cut glass, Czech Crystal, hand cast resin, genuine leather, suede and glass pearls in our designs.
Our Jewelry is hypoallergenic, our earring posts are surgical steel and all plating is nickel free.
Our Jewelry is intended for adult use
We are CA prop 65 Compliant
Plated Jewelry should not be exposed to water for extended periods of time or repeatedly
Remove rings and bracelets when washing hands
Do not wear plated jewelry in the shower or bath
Do not expose plated jewelry to salt water or chlorinated water
It is best to lightly polish or clean each piece of jewelry after you wear it with a soft cotton cloth to remove perspiration, oil and anything else that can possibly react with the plating.
Store your jewelry in a pouch or plastic baggie to protect it from getting scratched

Tabletop

Each dinnerware and flatware collection carries its own use and care recommendations. Please refer to the “details” section on the product information page.

Repairs

Currently we do not offer repairs. However, we stand by our products and will address issues case by case.

Warranty

Most our appliances and electronics carry a warranty.

All other goods including but not limited to; handbags, shoes, sporting goods, apparel, housewares, pet items and accessories are not warranted. However we stand by our products. If you find your C. Wonder item to be defective, please contact a Care Concierge for assistance.

Items purchased online: Returns on defective merchandise can be made anytime. Electronics cannot be returned after 90 days, however after 90 days we will assist with the manufacturer’s warranty.

Items purchased in store: The store carries the same policy as the webstore, but they must handle the issue directly. We are happy to assist you to make arrangements for assistance with your local store.