Customer Service

Can I place orders for International addresses? Yes, in step 1 of the check out process there are plenty of fields for extended addresses as well as a drop down menu listing all countries we ship to.

We also recommend you review the questions in the International Orders FAQ section.

Do you offer gift boxes? Yes, you are able to add a gift box to all applicable products on the product’s detail page. And in step 2 of the check out process, you will be given the option to add a gift box and/or gift messaging to all applicable items. Some items are not available for gift boxing due to their size or weight.

How do I find sizing information? For help in selecting the right sizes for rings and clothing, we have created sizing charts.

Apparel Sizing Charts For our women’s apparel, petite and men’s apparel sizing charts, click here. Sizing chart links can also be found the product’s detail page for your convenience.

Ring Sizing Charts For our ring sizing chart, click here. A ring-sizing chart can also be found on the ring’s product detail page for your convenience. See additional information below.

To find your ring size, simply cut a strip of paper several inches long, similar in width to the ring you are ordering. Wrap the strip of paper around your finger. Mark the place where the paper meets. With your ruler, measure the distance between the mark you have made and the beginning edge of the paper. When in doubt, order one size up.

For additional information on fabrics, fit and information on specific item qualities, you may contact us by via email at service@sundance.net, via .

How do I know how a certain item size is running? Unless noted otherwise, clothing item sizes can be easily referenced by using our sizing chart. Contact our Customer Service department via , if you have questions or sizing concerns that cannot be answered with this chart. You can also visit the reviews section on the item’s product detail page for specific customer fit feedback.

How do I know if an item is in stock? If an item is on back-order, a notation will appear on its product page and in your shopping bag. The notation will say, Back-ordered and provide an approximate date that we are expecting our next shipment. Please note that it takes an additional 7 to 10 days for you to receive the merchandise after we have received it in our distribution center. If the item is in-stock, a notation will appear below the quantity field on the product’s detail page.

Is your site secure? Yes, at Sundance we use SSL (Secure Socket Layering) 128-bit encryption to protect your information as it travels over the Internet. We also hold a secure key, or digital certificate, through Digital Signature Trust.

This key ensures that we are who we say we are and that any data exchanged on-line is protected from theft and tampering. Consumer protection laws protect you against any unauthorized use of your credit card. Federal law dictates that your legal liability is limited to $50.00 if your credit card number is used without your permission. If you suspect any illegal use of your card, call your issuing bank immediately to make sure your rights are protected.

Attention residents of Alaska & Hawaii For the standard ground delivery fee, we will ship by U.S. Airmail. This type of shipment takes up to 2 weeks. Otherwise, you may choose between UPS overnight or 2nd day delivery services. Please add one day to the expedited delivery time frame for Hawaii and Alaska orders.

The shipping cost will be the standard delivery fee plus $19.00 for the 2nd day service. For the next day service the standard delivery fee plus $23.00 will apply.

How do I check or track my order status? You can check your order and shipping status by clicking here. You can also contact us via . We would be happy to check your shipment status and track any packages out for delivery.

What are your shipping costs? Our packages are sent via the U.S. Postal Service, UPS or through freight carriers for oversized items such as furniture. Expedited orders ship the same day if received by 3 P.M. Mountain Time. Standard delivery orders normally take 6 to 10 business to be delivered.

Shipping and handling charges Shipping and handling charges include order processing, packaging, handling and shipping.

Free standard shipping on Gift Cards. Additional charges for upgraded shipping. Standard shipping and handling costs are waived on jewelry orders totalling over $1,000.

For full shipping details click here.

Jewelry Orders Standard delivery for jewelry-only orders is 5 to 7 business days and is a flat rate of $9.95 for shipping and handling. Faster delivery is available for an additional $3.00 for 2nd Day Air service, $13.00 for overnight service and $17.00 for priority overnight service. If your jewelry merchandise total is over $1,000 we will waive the shipping and handling costs. If you choose Overnight Delivery, additional charges will apply. Please enter a physical address as UPS cannot deliver to a P.O. Box.

Our jewelry arrives in a complimentary kraft jewelry box. Jewelry items valued at $500.00 or more arrive in an elegant complimentary linen Keepsake Box. Gift boxes are not available for all items.

International Orders For shipments outside the continental USA, please contact us by via . Customers are responsible for international duties, taxes and refused shipping charges.

What shipping methods do you use? Our packages are sent via the U.S. Postal Service, UPS or through freight carriers for oversized items such as furniture.

When can I expect my expedited shipment to arrive? We have two expedited options, UPS Next Day service and UPS Second Day service.

UPS Next Day delivers the following business day (Monday - Friday) after shipment. UPS 2-day delivers two business days (Monday - Friday) after shipment.

Orders typically ship the same day if we receive them by 3 P.M. Mountain Time. Shipment occurs the following business day (Monday - Friday) if orders are received after 3 P.M. Mountain Time.

Saturday delivery is available with certain restrictions. Please you may contact us by via if you have questions about this service.

What are my international shipping options? We offer U.S. Air Mail or UPS for our international shipping services. Furniture items will be sent through a shipping carrier and will require us to contact you back with the charges after you have placed your order.

During step two of the check out process you will have the option of selecting the shipping option. There will also be a link to the shipping chart listing shipping costs that do not require a quote.

APO & FPO addresses must use the U.S. Air Mail option, as UPS cannot deliver to a PO Box address.

What are your international delivery time frames?

UPS International Delivery The time frame for delivery will be approximately 7 days for shipments to Canada, Puerto Rico, Virgin Islands, Guam and U.S. Territories.

For all other countries, the UPS delivery time frame will be approximately two weeks. Delays in customs may affect these time frames. Oversized packages cannot be sent using this service.

U.S. Air Mail The time frame for delivery could vary between 2 to 8 weeks. Customs inspections are the main cause of delay but cannot be controlled by Sundance Catalog Company.

What will the international shipping charges be?

Canada UPS International packages 5 pounds or less – Standard delivery rates (listed below) plus $19.00. Packages over 5 pounds – add $1.00 USD for each additional pound to the rates for packages under 5 pounds.

Packages over 15 pounds - These shipments require a shipping quote. We will contact you after your order has been placed to advise you of the shipping costs.

U.S. Air Mail Packages 5 pounds or less – Standard delivery rates apply and are listed below.

Packages over 5 pounds – Standard delivery rates apply plus $1.00 USD for each additional pound over 5. For example, an order for $100.00 weighing 10 pounds would incur shipping costs of $18.95 USD.

Packages over 15 pounds – These shipments require a shipping quote. We will contact you after your order has been placed to advise you of the shipping costs.

APO & FPO Standard delivery rates apply (listed below). Expedited service is not available to these addresses.

Puerto Rico, Guam, US Virgin Islands and U.S. Territories UPS International packages 5 pounds or less – Standard delivery rates (listed below) plus $19.00.

Packages over 5 pounds and under 15 pounds – add $1.00 USD for each additional pound to the rates for packages under 5 pounds. For example, shipping charges for a $100.00 order weighing 10 pounds will cost $37.95 USD.

Packages over 15 pounds – these shipments require a shipping quote. We will contact you after your order has been placed to advise you of the shipping costs.

U.S. Air Mail Packages 5 pounds or less – Standard delivery rates apply.

Packages over 5 pounds and under 15 pounds – Standard delivery rates apply plus $1.00 USD each additional pound over 5. For example, an order for $100.00 weighing 10 pounds would incur shipping costs of $18.95 USD.

Packages over 15 pounds – These shipments require a shipping quote. We will contact you after your order has been placed to advise you of the shipping costs.

All other International Countries

Jewelry

UPS International The shipping fee is $40.00 for the first item and $1.00 for each additional jewelry item. Delivery occurs within approximately 2 weeks.

Clothing, shoes or small items

UPS International The shipping fee is $40.00 for the first item and $1.00 for each additional jewelry item. Delivery occurs within approximately 2 weeks.

U.S. Air Mail The shipping fee is $26.00 for the first item and $1.00 for each additional jewelry item. An additional $2.00 for each clothing item and an additional $5.00 for each additional quilt, robe, heavy jacket or any other heavy item. Delivery occurs within approximately 3 to 4 weeks.

Furniture or Drop-shipped items

These shipments require a shipping quote. We will contact you within 48 hours after your order has been placed to advise you of the shipping costs.

Standard Delivery (Add rates above for accurate international shipping rates)

Can I Place an Order Now & Send You a Check? Our system is unable to receive orders or hold merchandise without a valid payment attached. Please submit your check orders via U.S. Mail to: Sundance Catalog Company, P.O. Box 30307, Salt Lake City, UT 84130-0307.

Can I Use a Sundance Gift Card or Coupon as Payment? Yes! During your check out, you may enter in your gift card or coupon number for easy payment. The dollar amount is already stored in our files and will be automatically calculated.

Which Credit Cards do You Accept? We accept MasterCard, Visa, American Express and Discover cards.

Why am I Charged a Shipping Surcharge? Shipping surcharges are an additional fee added to items that are heavy and/or oversized. The carrier will charge additional money for items that are large and assessing this surcharge instead of getting individual shipping quotes makes the order entry process quicker. Your original shipping and handling charges are taken into consideration when setting this fee so that you only pay the correct amount of shipping costs.

Why are Orders Shipped to Some States Taxed? Due to state laws governing physical address presence and economic nexus, we are required to collect sales tax in AL, AR, AZ, CA, CO, CT, DC, FL, GA, HI, IA, ID, IL, IN, KS, KY, LA, MA, MD, ME, MI, MN, MS, NC, ND, NE, NM, NJ, NV, NY, OH, OK, PA, RI, SC, SD, TN, TX, UT, VA, VT, WA, WI, WV, WY.

How do I Apply the Promotion or Coupon to My Order? Once you are ready to order, click on your bag to view the products you plan to order. In the box below the order summary, in your Shopping Bag, you can type the promotion code in the highlighted field and click "apply" to receive the discount.

Why Doesn't the Promotion or Coupon Apply? The promotion or coupon may not apply to your order for one of the following reasons:

• The promotion is not currently running
• The promotion date has passed and promotion has expired
• The promotion code has already been used
• The promotion code is typed incorrectly
• The promotion code is not valid for the items in your cart
• Your cart total does not meet the threshold for the promotion

How do I Learn About Promotions & Discounts? We love to offer our customers discounts and special offers! The best way to find out about upcoming promotions is by signing up for our emails here.

Where does my coupon or/and promotion code apply on my order? Coupons and promotion codes apply to your order in the checkout screen. Once applied, the discount will appear on the order total or to each individual product, depending on the promotion or coupon.

I applied my coupon or promo code, but I do not see it on the recap screen If you find that your coupon or promo code is currently running and the dates of the promotion are active, the promotion code has not expired, or the promotion code is typed correctly, please contact our Customer Service team, contact us via . Our team of trained individuals will walk you through the steps to ensure your discount has been applied properly.

If you'd like to learn more about our current promotions, please visit our Promotion & Coupon Code page for more details.

Are there shipping costs for a Gift Card or an E-Gift Card? You are not required to pay for shipping on a Gift Card or an E-Gift Card. We are currently working on updates to avoid the appearance of paying for the $10.95 shipping charge for our gift cards when you are checking out. Upon checkout and after your payment is processed, you should not see a total including the shipping charge on your receipt. If you experience an issue or have questions, please contact our Customer Service department via for assistance.

How do I find manufacturer information? We are unable to provide manufacturer or vendor information on any item featured in Sundance Catalog. If you have questions on your purchases, please contact our Customer Service department via . We'll be happy to help.

How do I submit a product to the catalog? If you would like us to review your product for inclusion in an upcoming catalog, please send photos of your product and pricing information to Product Submission, Sundance Catalog, 3865 West 2400 South, Salt Lake City, UT 84120, or by emailing us at samplesubmission@sundance.net. All photos will be reviewed and either kept on file for future consideration or discarded.

Due to the overwhelming correspondence we receive on new products, we are unable to accept telephone calls on product submissions or selections. We will, however, call you if your item has been selected. Please note that unsolicited samples become the property of Sundance Catalog and will not be returned.

What is a back-order? A back-order is an order placed for an item that is not currently in stock. If we are able to re-order additional merchandise from our source, we will accept your order pending the arrival of new stock. This order is then noted as a "back-order". Back-order times vary but are normally just a matter of weeks. Because we do a full quality inspection on our products, it takes up to 48 hours for merchandise to ship once it is received in our distribution center. For a better idea of how long you may wait for a particular item, please contact Customer Service via .

Where are your stores located? We have stores across the US. Visit Our Stores page for locations, hours and additional information.

Am I billed for shipping on an exchange order? If you have exchanged for the same item/same item number, but simply a different size or color, we do not charge shipping, as a courtesy. If you exchange for a different item number, shipping charges are assessed.

Do I have to use prepaid label included with my invoice? No, you may use whatever carrier is most convenient for you. To protect your interests, we suggest that an insured carrier is used and tracking is obtained on the package. The cost for returning a package with our prepaid label is predetermined based on the size of the package and costs between $7.95 and $12.95. The amount is deducted from your refund amount, reducing your out-of-pocket expenses.

Address for returns when not using our prepaid label: Sundance Catalog Company
Returns Department
2475 South 3200 West, STE #B
West Valley, UT 84119

How do I return a gift? Gift returns are simple and are handled in a discreet manner. Please follow the return information listed below and note on your order paperwork that the item was a gift. You may exchange for other items in the catalog or we will mail you a gift card, whichever you prefer. Package the items securely and include the packing slip received with your order if you have it. Also indicate the reason for the return and your current address and phone number. This will ensure an accurate refund. For your convenience, a prepaid postage address label is provided on the original packing slip for most orders. Simply seal the package for shipment, affix the prepaid and send your package off with the U.S. Postal Service. Returns are processed in the order received and may take 2 to 10 days to be refunded once we receive them.

How do I return an item? Complete the return form from the back of your invoice/packing slip to help us process your request quickly and correctly. Package the items securely and include the packing slip received with your order. Seal the package properly for shipment. You will find our prepaid label attached to the original invoice. Affix this to your package and take it to any UPS drop off or a U.S. Post Office drop, including your local post office, your home or work mailbox or your local mail carrier. If you no longer have the prepaid label attached invoice or packing slip, please contact us via Live Chat and our customer service representative will make arrangements for you. Returns are processed in the order received and may take 2 to 10 days to be refunded once we receive them. Refunds are processed back to the original method of payment. Credit card refunds will be reflected on your credit card billing statement within one billing cycle. You may also visit our Returns and Exchanges page to be walked through our process.

How long do I have to return an item? You may return an item at any time for an exchange or a refund. The only exception is on items purchased from the Outlet section of the website, Outlet catalogs and purchases made in our Salt Lake City Outlet Store. These items must be returned within 30 days of original purchase. You may visit our Returns and Exchanges page to be walked through the online returns process.

How long will it take to get a credit? Our Returns department processes returns in the order they are received. Return processing may take several days from the time we receive your package in order for them to be fully opened, inspected and processed. From the time our Returns department processes your package, we commit to submitting your refund to your bank within 24 hours. Your refund should appear within one credit card billing cycle.

What is your return policy? If at any time and for any reason, you do not feel that your purchase has lived up to your expectations simply return it for an exchange or a refund. Sundance Outlet purchases are accepted within 30 days of the original purchase for an exchange or refund.

Please indicate your reason for returning the item(s) on the packing slip you received with your purchase. Package the item(s) and the packing slip securely and affix our prepaid label the packing slip to the package. Hand off the package at a UPS drop off or a U.S. Post Office drop, including your local post office, your home or work mailbox or your local mail carrier. Furniture and other oversized items cannot be returned using the prepaid label, and will your invoice for the purchases will not have one included. Please contact customer service via for assistance in returning these items. You may also visit our Returns and Exchanges page to be walked through our process.

The purchase price of the merchandise will be credited back to your original method of payment. If using our prepaid label we will also deduct a return postage fee of $7.95. For large items we will deduct a return postage fee of $12.95.

Our Stores (Except Sundance Outlet Store) If at any time and for any reason, you do not feel that your purchase has lived up to your expectations simply return it. Returns with an original receipt can be returned to its original form of payment for an exchange for price paid. Returns without a receipt receive a store credit or exchange for the lowest selling price. Returns accompanied by a GIFT RECEIPT receive a store credit or exchange. Sundance sale items can be returned within 30 days of the original purchase date based on the guidelines above.

Sundance Catalog Outlet Store Return Policy Returns processed with an original receipt will be refunded in the same form of payment at purchase. Cash refunds will be issued in either cash or check if appropriate funds are not available. Merchandise returned with a gift receipt will be issued credit in the form of an exchange or a Sundance gift card. Without a receipt and after 30 days all sales are considered final.

As-Is and furniture are final sales.

Why am I billed for my exchange order? When an item is returned to us, we process a refund for that return. If a new item is ordered in its place we bill for that item at the time it is shipped. This process helps eliminate unnecessary interest charges for our customer in the event that an item is temporarily on back-order. It also helps us keep clear records of any transactions on your credit card history. For customer convenience, items being exchanged for the same item number is the only exception to this billing process.