FAQs
Is Holding Dementia Hands website safe?
At Holding Dementia Hands, we understand how important security is to you. When you place an order at www.HoldingDementiaHands.org, we encode your information using Secure Socket Layer (SSL) encryption technology. This is the most advanced consumer online security technique to date. You can be assured that your order will be placed safely and securely.
Does anyone else see the information that I provided to Holding Dementia Hands?
We respect your privacy. The information you provide will not be given to any third party.
How do I know if my order has been shipped?
Processing time for orders is 1-3 business days (business days do not include weekends or holidays). These times may be extended during holidays, launches/restocks, and promotions. Extended delays can also occur during the months of September, November, and December. Your order may be shipped 3-5 business days after the order is placed. Your order confirmation email will state the current processing time. Once shipped, delivery time within the United States is within 5 business days business days. Delivery dates are estimated, not guaranteed. We do not offer express/overnight shipping currently. Once the order ships, a tracking number will be emailed to you. The e-mail will contain shipment details, your tracking number, and a link to the USPS site. To track the order, click on the tracking number provided in the email 24-48 hours after you receive the tracking number for an update. All orders are shipped via USPS. Please note we are not responsible for any shipping deliveries that may be affected by, but not limited to, the following: customs, natural occurrences, air/ground transportation strikes/delays or transfers from USPS to international mail carriers. If you have not received a tracking number after 3 business days, please email us at. Customerservice@HoldingDementiaHands.org. Please check your junk/spam inbox then contact us. Shipping emails are sent to the email address you entered at checkout when placing your order. Please be sure to enter the correct email address at checkout. Also, please be sure your shipping address is complete and correct (including apt and house numbers) as this may also delay your order from being shipped. The US Postal Service does not guarantee the delivery date and time of your package for standard/ first class mail.
What payment options do you accept?
We accept payments via American Express, Discover, Debit/Visa and Mastercard via PayPal in US Dollars only. PayPal allows customers to pay using their credit and debit cards, PayPal account balances, and bank accounts securely without sharing your personal information. Please be sure you’re billing and shipping address match your card in to avoid delays or declines. We’re Sorry, We Do Not Accept: CODs, Layaway plan, Zelle, Personal Checks, or Money Orders. **Please note PayPal” E-Check” payments take an additional 5 business days to process. PayPal will not allow us to ship your order until they verify your payment has cleared.
How do I check on or contact someone about an order I have placed?
For questions regarding the status of your order, or any other questions, please email us at Customerservice@HoldingDementiaHands.org
What if my order is incorrect or is missing an item?
While we try our best to process your order as quickly as possible, sometimes human errors can occur in fulfilling an order. We want to do everything we can to fix the error. If we made an error in the fulfillment of your order, please email us. You will be asked to provide clear photos of the package the order arrived in, and the products received. Once we review the photos, we will review the issue and either authorize the exchange or explain the reason for denial of the exchange. If it is authorized, we will need the incorrect item returned to us in a new sealed and unused condition. Please allow up to 14 business days for us to process the incorrect/missing items once the returned package is delivered to us.
How do I make sure I ordered the corrected item?
Please read products description and review images at every angle to ensure purchase decision. Customers can always email us with any product inquiry. Customerservice@HoldingDementiaHands.org
Do your company offer Exchanges?
No. We only offer exchanges if an item is not what the customer ordered or delivered damaged.
Is there a way I can add or edit items after I check out?
Unfortunately, no. We have no way to alter orders after transactions are completed.
Can the decor items be used outside?
Unfortunately. No! The decor items are not intended for outside use. Unless, it states "Suitable For Outside Use" on product packaging or hangtags.
Will I have to pay customs fees,duties or taxes? (For non-US orders ?
Customs fees, duties and taxes are solely the responsibility of the customer. We are unable to add these costs due to the fact that rates are determined by each individual country. Holding Dementia Hands is not responsible for these charges.