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, handling 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.
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
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 a registered customer, you can sign in 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 handling 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 sign 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 $13.99 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 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
Our Easy & Fast Checkout process allows Signed In users to quickly complete their transaction using previously stored Credit Card(s) from a phone, tablet or desktop computer. Read more about our enhanced features at our New & Improved Checkout page.
Once you've added your merchandise into your Cart, click Secure Checkout. From there you have the option to Sign In or move through Guest Checkout. As a Guest, you will complete all Shipping and Billing details on the final Checkout page. Be sure to review your order carefully before selecting "Place Order". For a quick demo, watch our Guest Checkout Video.
You have the option to Sign In to the site before you begin your shopping experience, or wait until you've built your Cart. From Cart, click Secure Checkout. Upon arriving to Checkout, your Shipping and Billing Information will be pre-populated for you. If you've saved Credit Cards previously, these will be there and ready to use too! Be sure to review your order carefully before selecting "Place Order".
When you check the "Keep me signed in" box before signing in, it means you will stay logged in until you sign out manually or cookies stored by the website in your browser are deleted. This will save you the time of signing in and having to remember your password. Do not use the ‘Keep me signed in’ option when you are using a public computer like that in an office or other public place, when you share a computer, or where others could easily access your profile or account. All they have to do is open the website and they are in your account. Your personal information could be jeopardized because of this. Once selected, you may uncheck this box at anytime from the bottom of the Account Info page under My Account.
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, handling 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 handling 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.
Account & Payment Questions
From the Sign In page, enter your email address and select the Forgot Password link below the Sign In button. This message should display, "Password email sent. Check your email. We just sent your instructions for resetting your password. If you do not received an email within 30 minutes please try again or call (800) 582-5700." We will email you a link to reset the password for the email address provided. You must already have a registered account with the email provided to use Forgot Password.
If your Sign In is not working, we first suggest you reset your password by selecting "Forgot Password". If Forgot Password does not work, we recommend you create a new account with a different email address.
- Save Credit Card(s) for a Faster Checkout
- Online Order Tracking
- Save Items to My Favorites
- Exclusive offers sent via email
You can easily create an account online using your valid email address and creating a secure password. For a quick demo, watch this video on Quick Registration.
After signing into the My Account page, select Account Info to update Sign In and Account information. After entering the new information, make sure to click the Update button for your changes to become effective. Watch this video to learn How to Update Your Password.
To update stored Credit Card(s), Sign In to your account and select Payments from the My Account page. You may select the Edit button to the right of the stored Credit Card to open the secure form and edit your details. To delete your saved credit card, select the Delete button to the right of the stored Credit Card. You may also select + Add Credit Card from this page. For a quick demo, watch this video on Saving & Managing Credit Cards.
- Online orders: American Express, Discover, Mastercard, Visa and Paypal.
- Mail Orders: 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.
If you are having trouble seeing your favorites, make sure you are signed 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
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 (800) 582-5700, or writing to us at Winston Brands, Inc., PO Box 7985, Elk Grove Village, IL 60009-7985.
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 (800) 582-5700, or writing to us at Winston Brands, Inc., PO Box 7985, Elk Grove Village, IL 60009-7985.
If you are a resident of the State of California or the State of Virginia, you may manage your contact preferences by selecting Your Privacy Choices from the website footer that will take you to 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.