1. Do you take returns?
A:If you are not 100% satisfied with your purchase from The House of Future you can return your item(s) for a full refund within 365 days of purchase. (Returns must be unworn, in the state you received them, and in the original packaging.)
We are still working out the work flow of the automated returns, but in the mean time you can email us at questions@theutlab.com to get your return arranged.
When sending the package back to us, please make sure the merchandise is in its original packaging, (e.g., shoebox), and place it in a shipping box (the best would be to use the shipping box we sent you your order in). If you do use the used shipping box, be sure to remove or cover any existing labels from the box. Attach the new shipping label to the sealed box. A black marker can also be used to cover any existing bar codes.
It may take 4-5 business days for your return to reach our fulfillment center in Los Angeles, California. Once it is received and inspected (usually within 48-72 hours of receipt) your refund will be processed and automatically applied to your credit card or original method of payment within 7 days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account.
2.How long does it take to ship?
A: If the item is in stock, then we typically turn around orders in under 24 hours. That means your package should be out the door and with the courier in a day. The shipping time will vary by final destination and shipping options chosen.
3. Can I change a shipping address?
A: Once an item is ordered, it is immediately logged into our system and shipping label is printed. Changing an address can be a bit tricky and cause a delay in the package moving out of our warehouse. We suggest you keep the address originally entered. If you have us a completely incorrect address, don't worry we can try to get you sorted. Email us at questions@theutlab.com
4. How do I know where my package is, do you give me a tracking number?
A: Of course. As soon as a package leaves our warehouse our system will send you an automated email with your tracking number and directions to check on the status of the delivery.
5. How do you calculate shipping fees?
A: Shipping fees are based on a per package rate. The rate is a standard rate we receive from FedEx or USPS, and then pass it on to you.
6. How long does it take for me to get a refund?
A:It may take 4-5 business days for your return to fulfillment center in Los Angeles, California. Once it is received and inspected (usually within 48-72 hours of receipt) your refund will be processed and automatically applied to your credit card or original method of payment within 2 days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account.
7. How do I know my shoe size?
A:If you are unsure of your shoe size, you can use this sizing chart page to help you figure out what shoe size is best for you based on how we make our shoes. Because the foot is three-dimensional, any two-dimensional measuring tool can only approximate your actual shoe size. Every shoe company uses different lasts to manufacture shoes, please keep this in mind when ordering. Don't worry we take returns if the shoe doesn't fit properly.
8. Do you sell gift cards?
A:Yes you can purchase a gift card by clicking here.
9. Do you match prices if an item goes on sale after my purchase?
A:If an item you order from www.theutlab.com goes on sale on our site within 7 days of your original purchase, just contact during that 7 days and we will be happy to make the adjustments to your payment.
10. I don't see a phone number, how can I contact your customer service team?
A:Please send us an email at questions@theutlab.com, and you can expect a reply within twelve hours.
You can also feel free to Tweet at us @theutlab on Twitter.com
11. How do I unsubscribe from any of your mailing lists?
A: At the bottom of every mailing list email you receive from us there is a link "Unsubscribe from List". Please click on this link to unsubscribe yourself.
12. I tried to check out and the item in my shopping cart disappeared, what happened?
A:We are sorry that you were not able to complete your order. The selection on www.theutlab.com is in live mode. There is a chance that another customer is looking at that exact item, size, and color at the moment you are.. Until you have completed the checkout process, another customer may purchase the item even if it is in your cart. On the rare occasion that this does happen, and your checkout goes through, our customer service team will notify you as soon as possible with a solution.
13. I need to update information to my account with you, what do I do?
A: You will need to login to your account and profile and make the update through the user profile page. If you still need help, you can always send an email over to questions@theutlab.com.
14. Do you accept international credit cards?
A:Yes we can accept international credit cards. Please note that the credit card must be issued and contain a logo from either Visa, Mastercard, Discover, or American Express.
15. Do you charge sales tax on any item?
A:The House of Future is required by law to collect sales tax on orders shipped to Arizona, California, Connecticut, Georgia, Indiana, Kansas, Kentucky, Massachusetts, Nevada, New Jersey, New York, North Carolina, Pennsylvania, Tennessee, Texas, Virginia, Washington, West Virginia, and Wisconsin. If you are shipping to any of these states, the appropriate charges will be added to your merchandise total and displayed on your final order confirmation.
16. Is it safe to use my credit card on your site?
A:Theutlab.com website is powered by SHOPIFY.com, the most trusted commerce platform in the world. The Unbelievable Testing Laboratory Ltd does not hold credit card information or process payments directly. The transaction is carried out on SHOPIFY.com servers.
17. I would like to return a gift that was sent to me. How do I do that?
A: If you are not 100% satisfied with your gift from The House of Future you can return your item(s) for a full refund within 30 days of purchase. (Returns must be unworn, in the state you received them, and in the original packaging.)We are still working out the work flow of the automated returns, but in the mean time you can email us at questions@theutlab.com to get your return arranged.
18. Is it safe to use my debit card online?
A:Theutlab.com website is powered by SHOPIFY.com, the most trusted commerce platform in the world. The Unbelievable Testing Laboratory Ltd does not hold credit card information or process payments directly. The transaction is carried out on SHOPIFY.com servers.
19. What forms of payment do you accept?
A:The House of Future currently accepts Visa, MasterCard, Discover, and American Express for all orders.
20. What can cause my order to be delayed?
A:
1. If the billing information you provided does not match what your bank has on file (including address and telephone number), your order may be delayed.
2. We all love sending gifts to others and ourselves as much as we love receiving them. However, if you are shipping to an address other than your billing address, your order may be delayed.
21. Can I use PayPal to pay?
A: This is not a payment option for now
22. What are cookies? Do I need to enable cookies on my browser?
A:A cookie is a small amount of data that is sent to your browser from a web site and is stored on your computer's hard drive. In order to maintain privacy, cookies are not used to store personal information. Each web site can only access the cookie they have sent to your hard drive, not the cookies sent by other web sites.
When you have your cookies enabled on your browser you will be able to use all the functions of theutlab.com site. Cookies need to be enabled on your browser so you can add products to your shopping cart.
23. When placing an order I get an error message stating that there has been an authorization failure. What went wrong?
A:It is highly possible you entered the wrong credit card information, or the information of an expired account, please double check the credit card number and expiration date on your card. Keep in mind we only accept Visa, MasterCard, Discover, and American Express for credit card payment.
24. Are there any benefits to having an account with you?
A:It just makes everything easier, and all your records in one place!
Your Account Information
Process a Return
Your Wish List
Your Email Subscriptions
Your Coupons and Gift Certificates
25. How can I get in contact with your team?
A:Feel free to get in touch with us with whatever method is easiest for you.
1. Email us: questions@theutlab.com
2. Tweet at us: @theutlab
3. Facebook us: Facebook.com/theutlab
26. How do I know it is safe to shop with you?
A:In building our theutlab.com website we sought out the most trusted commerce platform in the world, SHOPIFY.com.
27. What are your shipping and return policies?
DOMESTIC - UNITED STATES OF AMERICA
A: Our standard delivery fee is set by the current market rates set by UPS that are clearly stated at checkout. We do have a return service for all packages shipped to a destination in the United States. With your order you will receive detailed guidelines as to how our return services work with UPS.
INTERNATIONAL
A: Our standard delivery fee is set by the current market rates set by UPS that are clearly stated at checkout. We do have a return service for all packages shipped to a destination in the United States. With your order you will receive detailed guidelines as to how our return services work with UPS.