| Sweet Potato Pie Factory :: Frequently Asked Questions |
| What happens after I place an order? When your order is placed on the web site, you will see a "Thank You" page. Your order is then sent over a secure connection to sppiefactory.com, depending on the product purchased. You will receive an email confirmation once your order has been downloaded and received. If there are any problems with your order, one of our customer service associates will contact you by phone or email. What if I do not receive an order confirmation via e-mail? You will receive an order confirmation message via e-mail shortly after your order is received. If you do not receive this message within four hours of placing your order, there might be a delay on the Web due to traffic. If this happens, please feel free to contact us at 1.704.837.2121 or via online Customer Care form to ensure that your order is being processed. Can I change the delivery address? We will be happy to change the delivery address as long as your order has not been delivered or is not on its way to being delivered. To request a change to your order's delivery address, please enter the new address information into our online Customer Care Inquiry Form. Can I change the date of my order's delivery? If your order has not been delivered, or is not on its way to being delivered, we will be happy to change its intended delivery date. To request a change to your delivery date, please enter the new delivery date information into our online Customer Care Inquiry Form. Is it safe to use my credit card online? We never send personal information, such as your credit card number, over the network in a way that is readable to anyone but us. We encrypt your information and send it over the Internet using SSL (secure socket layer) technology. When your browser is in secure mode, you will notice a blue bar at the top of the browser window and an unbroken key or lock icon at the bottom left corner of the window. Can I cancel an order? If your order has not already been delivered, or is not on its way to being delivered, we can easily cancel it. To do so, please contact our customer service department immediately at 1.704.837.2121. If your order has already been sent out for delivery we will be unable to cancel it. If your order is scheduled for a delivery date in the future, you can call us at 1.704.837.2121 or use our online Customer Care with your request to cancel. When will my order arrive? When placing your order, you will be asked to request a delivery date. Direct-shipped gifts are delivered via Ground, 2nd Business Day or Next Business Day and are delivered during normal business hours. To check the status of an order, you can access us via our online Customer Care 24 hours a day, or call us at 1.704.837.2121. Which credit cards are accepted? We accept a variety of credit cards including American Express, Discover Card, MasterCard, and VISA. Sweet Potato Pie Factory uses Paypal for all purchases and payments. For more information about Paypal visit http://www.paypal.com.  When will my credit card be charged? We will attempt to secure authorization on your credit card at the point of purchase online. If there is a problem securing this authorization you will be notified on the spot and prompted to use another card. If we receive verification of sufficient funds, your order will be completed and transferred securely to us. Your account will be charged in 24 to 48 hours. What was the total charged to my credit card? When you place your order online, you are presented with the price of the merchandise as well as the service charge that is applicable. Immediately following receipt of your order, you will be sent an order confirmation via e-mail. This e-mail will include an itemized list of the charges. Any discounts or gift certificates that may have been applied will be reflected in the email you receive. Why isn't your site working with my browser? Ordering from our site does not require the latest and greatest technology, but it does require that you're using an SSL-compliant browser (this means it has a "secure" mode.) Web TV and some browsers behind company firewalls cannot support secure ordering. For best results, we recommend using Netscape Navigator 3.02 or later, or Microsoft's Internet Explorer 3.02 or later. For AOL users, we recommend the 3.0 or later AOL browser for PC's or the 4.0 browser for Macs. Click one of the following links if you'd like to download a new version of Netscape, Internet Explorer or AOL. Also, your browser preferences must be set up to accept "cookies", otherwise no items will show up in your basket. (See the next question below for more information.) |