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Frequently Asked Questions

 

Order Detail Questions

When we charge your card, we are authorizing for the full amount of the order total, inclusive of all merchandise, shipping, processing fee, and estimated tax at the time of order placement. If a merchandise certificate is used, this is not deducted from the Order total before authorization. When the items in your order have shipped, your card is charged for the actual amount less any merchandise certificates, and includes the actual tax at time of shipment. If your order is a split shipment due to one of more of the items being backordered, you will only be charged for the items being shipped.
Your credit card is not charged until the backorder item has shipped out. However, your credit card is authorized for the full amount when the order is placed.
If you have submitted an order but need to cancel for whatever reason, please call our customer service department at (800) 582-5700 as soon as possible. Please have your order number ready. We can only cancel an order that has not yet been printed for fulfillment at the warehouse already. For phone and online orders, this window can be within hours of placing the order.
Please call our customer service department at (800) 582-5700 if an item in your order was received damaged or incorrect. You must call within 60 days of purchase.
Please check all packaging for the missing part(s). If the packaging includes styrofoam there may be a hidden compartment and/or two pieces of styrofoam taped together containing the missing part(s). If you have checked all packaging and the part(s) is still missing, or if an item is missing entirely from your order, please call our customer service department at (800) 582-5700. Items that are on backorder will ship separately after they have been received into our warehouse.
Depending on the item, certain materials used in packaging or used in the manufacture of your product, like rubber, may cause a slight odor. When this happens, we recommend you allow the product to air out for up to 48 hours.

Shipping & Delivery

Update 11/09/2020: Our shipping partners were experiencing very high volume recently, but delivery times are starting to shorten.  Please allow up to 2 weeks for delivery.  We are continuously working with our shipping carriers and appreciate your patience during these unprecedented times.
Depending on the method of delivery chosen at checkout, delivery timeframes can be different: Standard Delivery Please allow approximately 7-10 business days for delivery upon receipt of your order. Express Delivery Please allow approximately 3-5 business days for delivery upon receipt of your order. Expedited Delivery Please allow approximately 2-3 business days for delivery upon receipt of your order. Expedited service is not available on products whose item # begins with the letter "A" (shipped from a different warehouse). For additional details on shipping rates and timelines, review our Shipping Information page.
Please visit our Order Tracking page and enter in the order number and your last name to track your order. If you are registered as a preferred customer, you can login and click the “History” button from this page to view all of your past Order Numbers and track from there.
Backorder estimated shipping dates are presented on the product detail page, in the shopping cart, and on your order confirmation. This date is when we expect to have your item(s) back in stock, billed, and shipped. To get the current status of your backorder, please go to our order tracking page and enter in the order number and your last name to search for the order.
Depending on the method of delivery and Merchandise total at time of checkout, shipping charges can be different. Please refer to our Shipping Information page for applicable rates.
Your order can be shipped to a different address; however, we can only accept one shipping address per order. To ship to a different address, please check the box “Ship to a different address,” on the Checkout page. A new order will need to be created for each address that you'd like merchandise shipped to.
To add a gift message to your order, you will need to check the box “This order contains a gift” at the time of checkout. We accept up to 60 characters for your gift message. The message will appear on the packing slip of the order. We do not offer any gift wrap services.
Winston Brands Incorporated ships to the contiguous United States. For additional shipping charges, we also ship to Alaska, Hawaii, Puerto Rico, and other U.S. Territories. To view our shipping rates and delivery times, please visit our Shipping Information page.
It is our policy to send you your merchandise as soon as possible. Depending on the items’ size and weight, your order may ship in multiple parcels. If an item is a drop-ship item (item number begins with “A”), it will ship directly to you from the vendor’s warehouse. Any backordered merchandise in your order will be sent when it becomes available. You will not incur additional shipping charges for multiple shipments.

Returns/Refunds

If for any reason you are not satisfied with an item, simply return the item for exchange, refund, or full credit within 60 days* of the date of your purchase. Shipping charges and processing fees are not refundable. For returns and exchanges instructions, please visit our Returns and Exchanges page. *Halloween returns must be received by 11/15. Christmas returns by 1/15. If an item is a drop-ship item (item number begins with “A”), please contact us at (800) 582-5700 for further instructions. The following items cannot be returned: horticulture (live plants), personalized items, liquids, face masks and sexual health items.
For returns and exchanges instructions, please visit our Returns and Exchanges page.
You will need to log in to your account to view your Order History. To print a label for a specific order, visit the Order Tracking page. Please note a $7.99 charge will be deducted from your merchandise refund to pay for the return. Please use the original packaging and remove or completely cover the original shipping label. If this is not possible, please use a quality bag or carton. Please ensure to properly seal the package with sturdy tape. The Easy Return label cannot be used for returns outside the contiguous 48 states. Drop off your return at a FedEx Store, FedEx Drop Box, Post Office, Mail Box or give the package to your postal carrier. If an item is a drop-ship item (item number begins with “A”), please contact us at (800) 582-5700 to process your return.
For orders paid with by check, please allow up to 7 business days for your refund to be processed. For orders paid by credit card or Pay Pal, it can take up to 4-6 weeks to process, depending on your billing cycle. Please contact us after this time if you have not yet received your refund.

Placing an Order

Online orders: American Express, Discover, Mastercard, and Visa – and Paypal. Mail Orders: we accept checks, money orders, and credit and debit cards. We do not accept Paypal for mail orders. Phone Orders: - American Express, Discover, Mastercard, and Visa. We do not accept Paypal for phone orders.
Yes. Locate the promo code on the inside cover. After you have selected the items you wish to buy, you can apply this promo code on our Cart page or in Checkout. Enter all of the characters in the promo code, and hit the Apply button. Limit one promo code per order. The promo code must be applied at time of order and cannot be changed after an order is submitted.
You can apply a promo code on our Cart page, or in Checkout. Enter all of the characters in the promo code, and hit the Apply button. Limit one promo code per order. The promo code must be applied at time of order and cannot be changed after an order is submitted.
No. We only accept one promo code per order. The promo code must be applied at time of order and cannot be changed after an order is submitted.
For your convenience, you may build your order using our Catalog Quick Order page. Simply locate the item number in your print catalog, and key that into the quick order input box. You may add as many items to your cart as you like from this screen. Please note this excludes personalized items at this time.
Many of the lower prices on our website are web only sales and special pricing. In order to get these prices, you must place your order online.
You can purchase up to 20 units of a single item in one online order given that the stock is available. We reserve the right to refuse any order placed with us or to limit or cancel quantities purchased per person, per household or per order. If we limit or cancel an order, we will notify you through the email, billing address or telephone number you provided when the order was placed.
Merchandise certificates are submitted at the time of payment. You will enter your merchandise certificate number once you get to checkout. You can enter only 1 Collections Etc. certificate and multiple Premier Savings certificates in checkout. Keep in mind, shipping, processing fee, and any applicable sales tax must be paid for by credit card for online purchases.
Collections Etc. collects sales tax for all states that require sales tax be collected on purchases. The amount of tax charged is based on current tax rates. Estimated sales tax will be applied at checkout.
Our processing fee guarantees free replacement of orders lost in transit and helps maintain the lowest prices possible by offsetting a portion of the cost to process and fulfill your order. We choose transparency rather than hiding these costs or adding them to the prices of our products.
Yes, we do. Please call Monday thru Friday 8am-5pm CST for Spanish-speaking associates. Phone number is 1 (800) 582-5700. Sí. Llame de lunes a viernes de 8 a. M. A 5 p. M. CST para los asociados que hablan español. El número de teléfono es 1 (800) 582-5700.

Website & Account Questions

You can have your login emailed to you in minutes. Just enter your email address at our password request page, and both your username and password will be sent to the email address you enter.
If your login is not working, we first suggest you go to the password request page to have your login resent to you. If you try your login again and it still doesn't work, you can email us to delete this account and re-register, or you can create a new account with a different email address at any time. Please visit our Contact Us page to submit a request to delete your account.
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If you are having trouble seeing your favorites, make sure you are logged in first. If your list of favorites becomes too long, it’s possible our server may time out before it can call back all of the favorites in your account. If you think this is happening to you, please send a request for assistance through our Contact Us page so we can have someone review your Favorites list. We may need to remove some items in order for you to access them again.
Items are saved in your Favorites for up to 30 days. When you are ready to purchase an item you can move it from your favorites list straight into your shopping cart.
Items are saved in your Cart for up to 30 days, depending on stock availability at that time.
We apologize for the inconvenience. Please wait one hour and come back to review your order before placing a new order. Repeating the order process may create an unintentional duplicate order and duplicate charge. If you think this has happened to you, please call Customer Service at 1 (800) 582-5700.

Premier Savings Membership Questions

The Collections Etc. Premier Savings program offers a package of valuable savings benefits for shoppers. A membership includes: • Automatic 10% Back and unlimited shipping rebates on your Collections Etc. purchases • 10% Back on Marketplace purchases: earn 10% Back at 1,000+ eligible Marketplace retailers, up to $1,000 per year • Shipping Rebates of up to $10 per order and $500 per membership year on purchases from 1,000+ eligible Marketplace retailers • Return Shipping Rebates of up to $10 per order and $500 per membership year on purchases from 1,000+ eligible Marketplace retailers, or, • Free Return Shipping via FedEx Ground with return labels you can print from home
A Collections Etc. Premier Savings certificate can be used at the time of Checkout. You can use multiple certificates for one order.
You can request to cancel your membership by calling 877-769-9731. The Customer Service team is available by phone 24 hours a day, 7 days a week. If you prefer to cancel on your own terms, you may cancel online by clicking the ‘Customer Service’ link in the upper right hand corner of your account page, then visiting the ‘Cancel My Membership’ page. To login in to your account, visit the Premier Savings Login Page. You can also email your request to cancel at [email protected] or submit your request via the form on our Premier Savings Contact Us page.
For all other inquiries regarding our Premier Savings Program, please visit our Premier Savings FAQ page.

Privacy & Security Questions

Winston Brands Incorporated understands the importance of protecting you and your credit card information. We provide advanced security encryption technology when sending your personal data and credit card information over the Internet. When you make a purchase with us, your billing information is shared or collected directly by our payment processors, Paymentech or PayPal. We are committed to complying with the Payment Card Industry Data Security Standard (PCI-DSS) and using industry standard security.
For information regarding how we use your information, please refer to our Privacy Policy page.
For information regarding how we use cookies and to manage your cookie preferences, please refer to our Cookie Notice page.

Marketing and Contact Preferences

If you would like to Opt Out of Email, Direct Mail, 3rd Party Direct Mail and/or Phone Marketing, please submit your updates and/or Opt Out request by emailing us [email protected], calling customer service at (866) 584-8010, or writing to us at Winston Brands, Inc., 2521 Busse Rd, Elk Grove Village, IL 60007.
If you would like to Opt Out of Email, Direct Mail, 3rd Party Direct Mail and/or Phone Marketing, please submit your updates and/or Opt Out request by emailing us [email protected], calling customer service at (866) 584-8010, or writing to us at Winston Brands, Inc., 2521 Busse Rd, Elk Grove Village, IL 60007.
If you are a resident of the state of California, you can manage your contact preferences via our Privacy Portal.

Horticulture Questions

We are sorry to hear that your plant looks like it may need a bit of TLC when it arrives. Please note that all horticulture items are shipped in a dormant state. At Collections Etc., we strive to send you the best quality product for the best price and we want to make sure you are happy with your new plant. To care for your plant after it has been received, refer to the plant guide that is provided with your new plant. Most plants are picked and packed from a dormant state 3-5 days before they arrive to your door. Once your plant is replanted at its new home it will begin to sprout new foliage within a few weeks. Just give it time to set its roots before you expect new foliage. Most plants bounce back fine. If a plant does not bounce back, please contact our Customer Care department at 1 (800) 582-5700 or email them at [email protected]
While your bulb may appear it has a substance that looks like mold, we assure you that this does not affect your plants in any way. This appearance may occur due to the climate in the truck changing through different parts of the country. The substance generally wipes off with a damp towel.
If the white is powder-like, it is most likely a type of mildew that can be taken care of with fungicide. If it is more like cotton, you may have a spidermite infestation and will need to get a pesticide. Make sure to cover the entire plant-branches, the tops and undersides of each leaf-with your treatment.
Since horticulture items are living plants, we do apologize but they cannot be returned. Up until a plant has been picked, packed and shipped out, it is in a protected growing environment for dormancy. Once we remove the plant from this fragile state, it is expected to be planted into soil immediately upon receipt by the customer. Any extended delay in planting may cause the plant to have unfavorable results. If you received a wrong plant or if you believe the plant arrived dead, please contact our Customer Care department at 1 (800) 582-5700 or email them at [email protected]
For all other horticulture inquiries, please visit our Live Plant Informational page.