FAQ

How has COVID-19 impacted shipping?

While we are still operating under the same expected processing times, COVID-19 has caused many shipping delays across all postal services. Orders placed at this time may be impacted by these delays. We’re here to answer any questions or concerns you may have at info@stophousegroup.com.

The United States Postal Service (USPS) also recently announced that they are temporarily suspending many of their delivery options to Australia due to carrier issues related to the COVID-19 pandemic. Because of these suspensions, we've had to temporarily increase the shipping rates for all Australian orders. Please reach out if you have any questions; we appreciate your understanding!

 

How long do orders take to ship out?

Unless otherwise stated on a product's page, it generally takes us 3 to 5 days after an order is placed to process an order. After processing, your order will be sent on its way to you - shipping times will vary depending on your location. 

 

What if I have a question about my order, or would like to edit my order?

Please reach out to us at info@stophousegroup.com, we’re happy to help! Please include your order number in your email so we can better assist you. We do our best to respond to emails within 24 - 48 hours during the typical business week, but this time may vary as we are a small business. Our office is also not open on the weekend, so any emails received after 5pm on Friday will be responded to as soon as possible the following business week. We appreciate your patience and understanding!

If you would like to edit an existing order, please send us an email at info@stophousegroup.com within 24 - 48 hours after placing the order. We do our best to accommodate any changes to an order before it has shipped out, but we may not see requests sent more than 24 - 48 hours after the order is placed in time to make the requested changes. Orders cannot be edited once they have been shipped out, and any necessary changes will be processed as a return/exchange.

 

When will my order arrive?

After your order has been processed, you should receive a shipping confirmation email. This email will include tracking information that you can use to follow the status of your order. If it has been more than 5 days since your order was placed and you have not received a shipping confirmation email, please contact us at info@stophousegroup.com.

 

Do you ship outside of the US?

Yes, we ship all over the world!

Please note: Each country has their own customs laws, and in some cases additional duty charges may apply upon receiving your order. We have no control over these fees - please reach out to your local customs office for more details on what you can expect when ordering from the US. Any customs or duty charges are the responsibility of the customer.

 

What is your return and exchange policy?

We’ll accept returns and exchanges on any products that are unworn, unwashed, and/or unopened within 30 days of receiving your order. If you'd like to initiate a return or exchange please email us at info@stophousegroup.com, and we will let you know what the next steps are. For standard returns and exchanges, the customer is responsible for all shipping fees.

 

What if my order is returned to sender?

If your order has been returned to sender, we will notify you once we receive it. Please reach out to us at info@stophousegroup.com, and we will help get your order sent back on its way to you. The customer is responsible for all re-shipping fees.

 

My order has been marked as 'delivered' but has not yet arrived, what now?

Sometimes packages can take another 24 hours to be delivered, even after being marked as 'delivered' on their tracking information. If 24 hours has passed after your package was supposed to be delivered and it has still not arrived, please reach out to us at info@stophousegroup.com, and we'll make sure you're taken care of.

 

How do digital downloads work?

If you purchased a digital download or a product that comes with a digital download, you'll be emailed a link from a service called FetchApp. Copy the URL from the email into your browser, and you'll be taken to a website where you can download the files. 

How do pre-orders work?

When we have items available for pre-order, they will be notated by a [PRE-ORDER] tag in the product title. Please read the product description carefully, as it will contain information about when the item will ship out.

Please note: Any order that includes a pre-order item will not ship out until the stated ship by date. If there are items you'd like to have ship out before the pre-order's ship out date, please place a separate order for these items.

 

Have a question we didn’t cover here? Don’t hesitate to reach out and ask, and we’ll get back to you as soon as possible!

 

 

PRIVACY STATEMENT

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SECTION 1 - WHAT DO WE DO WITH YOUR INFORMATION?

When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address. 
When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system. 
Email marketing (if applicable): With your permission, we may send you emails about our store, new products and other updates.

SECTION 2 - CONSENT

How do you get my consent? 
When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only. 
If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.

How do I withdraw my consent? 
If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at anytime, by contacting us at info@stophousegroup.com or mailing us at: 
Stophouse 
PO Box 8190 ST PAUL Minnesota US 55108

SECTION 3 - DISCLOSURE

We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.

SECTION 4 - SHOPIFY

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you. 
Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.

Payment: 
If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted. 
All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, Mastercard, American Express and Discover. 
PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers. 
For more insight, you may also want to read Shopify’s Terms of Service (https://www.shopify.com/legal/terms) or Privacy Statement (https://www.shopify.com/legal/privacy).

SECTION 5 - THIRD-PARTY SERVICES

In general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us. 
However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions. 
For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers. 
In particular, remember that certain providers may be located in or have facilities that are located a different jurisdiction than either you or us. So if you elect to proceed with a transaction that involves the services of a third-party service provider, then your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located. 
As an example, if you are located in Canada and your transaction is processed by a payment gateway located in the United States, then your personal information used in completing that transaction may be subject to disclosure under United States legislation, including the Patriot Act. 
Once you leave our store’s website or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy or our website’s Terms of Service.

Links 
When you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements.

SECTION 6 - SECURITY

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed. 
If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.

SECTION 7 - COOKIES

Here is a list of cookies that we use. We’ve listed them here so you that you can choose if you want to opt-out of cookies or not. 
_session_id, unique token, sessional, Allows Shopify to store information about your session (referrer, landing page, etc). 
_shopify_visit, no data held, Persistent for 30 minutes from the last visit, Used by our website provider’s internal stats tracker to record the number of visits 
_shopify_uniq, no data held, expires midnight (relative to the visitor) of the next day, Counts the number of visits to a store by a single customer. 
cart, unique token, persistent for 2 weeks, Stores information about the contents of your cart. 
_secure_session_id, unique token, sessional 
storefront_digest, unique token, indefinite If the shop has a password, this is used to determine if the current visitor has access.

SECTION 8 - AGE OF CONSENT

By using this site, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.

SECTION 9 - CHANGES TO THIS PRIVACY POLICY

We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it. 
If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.

QUESTIONS AND CONTACT INFORMATION

If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact our Privacy Compliance Officer at info@stophousegroup.com or by mail at 
Stophouse 
[Re: Privacy Compliance Officer] 
PO Box 8190 ST PAUL Minnesota US 55108