LET US ANSWER YOUR QUESTIONS! Below we have questions organized by Payment, Order Help / Special Orders, Cancellation or Alterations, Shipments, Returns, Missing or Damaged Items, and Random!  If your questions is not mentioned below, reach out to us and we will help you out! customerservice@countryclubprep.com, or 1-855-PREPPY1 (1-855-773-7791)

PAYMENT QUESTIONS: 

What are my payment options?

We accept all major credit cards. We also provide the option to pay via Amazon Pay, Apply Pay, Google Pay, Try Now & Paypal. 

Why is my card being denied?

How should we know?! Just kidding! To be honest, there are a number of reasons, but most likely your card is being denied due to an AVS error (Address Verification System). In other words, the billing address provided does not match the billing address associated with the card. If your card is denied due to an AVS error, although the charge was declined and Country Club Prep did not collect the funds, your bank may place a temporary pending hold on the funds. These pending charges usually disappear between 7-10 days. If you attempted to place an order and you did not receive a confirmation order number and you are not sure if it was successful, just email us before attempting again at: customerservice@countryclubprep.com. Just be sure to include the first and last name the order was placed under, the last 4 digits of the credit card, and the email address used! 

I used ApplePay / Amazon Pay / Google Pay / Paypal and my billing and shipping address should be different so why does it show that the billing address is the same as my shipping address on my confirmation email?

All of the above payment methods keep the customer's billing information completely private. This includes the credit card used as well as the billing address. That being said, the confirmation email you received has to include a billing address even if it is kept private so, if you are shipping to an address that is different then the billing, it just defaults it to the only address we have access to which would be the shipping address. As a result, as long as the shipping address provided on your confirmation email is correct, then you are good to go! 


ORDER HELP / SPECIAL ORDERING:

My size is not available, can I still buy it?

If an item is out of stock and you are interested in it, just email us at customerservice@countryclubprep.com and we can let you know if we have plans to restock and we can give you an ETA on when to expect it. 

I am getting married and I want to buy 20 of the same wallet but you only have two in stock, can I special order?

Usually!! To be honest it just depends on if the item is available to order from the manufacturer. What we would need from you is the number of items you need and the name of the product as well as the date you would need them buy. From there we would confirm we could get them in time and let you know the next steps! Just email customerservice@countryclubprep.com for more info! 

How do I use a discount code or gift card?

If you have a discount code or gift card, you just type it into the designated field during checkout marked "Discount Codes / Gift Cards" and hit apply before submitting your final order. If your discount code is not working, it may be that the code is no longer active or it has a price requirement or the item you are trying to purchase is excluded from sales. For information on Codes, please see the link: SALE TERMS AND EXCLUSIONS

CANCELLATION OR ALTERATIONS: 

I was drunk when I ordered this last night. How do I cancel or alter my order?

As long as your order has not shipped that is not a problem. Just email us and include in the subject link "CANCEL ORDER # (and include your order number). If we are unable to get to your email in time or your order has already shipped  and it has left our facility we will not be able to cancel or alter the order. At that time, if you no longer wish to keep the order, you would need to follow the return instructions on how to return an item once it is received.

I was sober last night, but I nonetheless want to cancel my order – how do I do so?

See above. It doesn’t matter to us if you were sober or drunk, your happiness today is all that matters.

I placed and order and need to alter the item / size / shipping address. How do I do this?

As long as your order has not shipped, just email us and include in the subject link : NEED TO ALTER ORDER (and include the order number). If you need to change the size / color / shipping address / or you need to remove an item from your order, just include all this information in your email. As long as the new size or item is in stock and it is the same price value, we should be able to take care of that for you. If not, we will let you know. 


SHIPPING QUESTIONS:

Is shipping free? What mail carrier do you use?

It is! Mostly. USPS First Class shipping is free on all orders. Same is true for priority shipping if you spend $85+. You can also upgrade to USPS 2-3 Day Priority shipping for $9.95 at checkout. We also provide UPS Overnight (excludes Saturday shipping) for a $35 charge. Due to extremely high shipping fees, Yeti Coolers are not available for upgraded shipping. If you pay for upgraded shipping on a Yeti Cooler, the shipping fee will be refunded and it will be shipped via standard mail. 

I noticed you do not offer Next Day Air for Saturday Delivery and you do not offer Next Day Air on Yeti Coolers. Can you make an exception?

The short answer, sometimes! If Next Day Air / Sat Deliver is available for your shipping address (a lot of times it is not) then you will need to contact us prior to placing your order or prior to us shipping. If the address will allow Saturday Delivery, we will let you know how much it will cost and you can pay the difference. Keep in mind, Saturday delivery for Next Day Air can be very very expensive depending on where you live. 

As for Yeti Coolers, due to how heavy they are, it is very expensive to ship a Yeti Over Night (or any upgraded shipping method) and in some cases the shipping fees will end up being just as expensive as the cooler itself! 

Will CCP replace my order if it is stolen?

While we despise porch pirates just as much as the next guy, unfortunately we do not take responsibility for any items stolen once they are delivered to the address provided. For this reason, all orders over $200 are shipped via signature requirement and we recommend shipping to a work address. For our full shipping policy, it can be found here: SHIPPING

How long does it take to ship?

Orders placed before 3:30 pm EST on a weekday usually  ship same day. Orders placed after 3:30 pm EST or on the weekend, usually ship the next business day. 

Why was my package delayed if I ordered before 3:30 PM?

Rule of thumb, if it is a holiday go ahead and expect a delay. We are not closed EVERY holiday but we are closed most of them. That being said, once your order ships, the mail carriers will most likely be backed up so the delivery and sorting will take longer than normal. Delays can also happen depending on the weather. We are located in Atlanta so you can go ahead and guarantee the city will be shut down a few times due to some crazy state of emergency! Keep in mind, if you live in TX, and MS is experiencing floods, your package is probably going to be delayed. In addition, processing delays can also happen during large sales or because half of our team is out with the flu!! 

During the holiday season, due to order volume, you may also experience a day in processing. That being said, most orders will still ship same day if not by the following business day!  

My tracking says my package shipped but it did not arrive by the expected delivery date. Why?

To be 100% honest, we do not know. Once a package has left our facility and it has been picked up by the carrier, we no longer have control over the shipping. Nor are we told why an individual package is delayed. However, most likely, it is one of the following reasons: Weather: Weather in one state can cause a carrier to get backed up across the country. Technical Errors: a carrier could be experiencing a technical error at a sorting facility which causes sorting to take a little longer. Employees: A common reason is simply a lack of employees. Drivers get sick and it takes a day or two to cover a route. Human Error: Hey, we have all made mistakes at work! And if the mail carrier makes a mistake with your package, we do apologize and we will do what we can try to get that corrected as soon as possible! 

That being said, give your tracking a couple of days to update. 8 out of 10 times it updates within a week. If it does not update within 5 days of the last tracking update, call you local post office and let our team know we  will do what we can to try and speed it up!

How can I track my package?

To track your order, simply use the USPS issued Tracking number provided in the Shipping Confirmation Email that is sent the moment your order ships.  These are often caught in your spam or junk folder so be sure to check there. For more details see our complete shipping policy located by clicking the tab located at the bottom of our website under: Shipping Policy

Why isn't there tracking information for my order?

If you don't see the Shipping Confirmation email but you did receive a order confirmation email, check your spam or junk folder. If you did not receive a shipping confirmation email and you also do not have an order confirmation email, please email our customer service account because you may have provided your email wrong. If you receive the tracking number and it states the order is "NOT FOUND", this just means the PO has not scanned your package individually. It should update in 12 hours. If the estimated delivery date has passed and your order is still in transit, give it a week. If you do not receive it by then or the tracking as still not updated after a week, let us know. If the tracking states you order was delivered but you have not receive it, please see our Shipping Policy for further instructions. If you’re still concerned, please let us know by reaching out to us at customerservice[at]countryclubprep[dot]com.

RETURN QUESTIONS

Are returns free?

While all outbound shipping is free, customers are responsible for any return postage back to our facility. That being said, if you want an exchange, once the return is received we will ship the exchange item back out to you for free! 

What can I return?

You may return MOST new, unopened items sold and fulfilled by CCP within 45 days of delivery for a full refund, 60 days for an exchange, and 90 days for a store credit. For more details see our Return Policy. Items marked FINAL SALE are yours to keep. 

I can't return final sale items? Not even an exchange? That doesn't seem fair!

Haven't you heard, life isn't fair! JUST KIDDING! The real reason is simply due to economics. In order for Country Club Prep to continue providing our fellow preppy Americans with free shipping, free out going shipping on exchanged items, and continuing to hold as many sales throughout the year while still allowing customer to use additional codes on already marked down items, we simply can't afford to allow customers to return items that are marked Final Sale. Now, if you purchase a Barbour jacket for a couple hounded dollars and it doesn't fit due to UK sizing, we can probably make an exception for you to exchange! 

I ordered something and it is outside the Return Policy but I have never worn it and just need an exchange so why can't I return it?! That is ridiculous! 

While we know it seems mean, as a company, Country Club Prep guarantees our customers that all items purchased on our website are in the original condition and regardless if an item was not worn, since we are unable to confirm how a product was stored, we are unable to resell an item that has been in a customer's closet or storage for an extended amount of time. 

When will I get my refund?

Usually in about 2-3 weeks. Most refunds are fully refunded in 3-5 days after we receive and process your return.

How do I return something?

Returns are easy. Simply return all items in their original condition to 1015-A Collier Road, Atlanta, GA 30318. Click the link to begin your return.


MISSING / DAMAGED ITEM QUESTIONS 

I’m missing an item- help!

If you're missing an item from your order, please check the order summary to verify all the items in your order were shipped in the same parcel. At times, we may split your order into multiple shipments (at no additional cost to you) if some of the items that are being shipped are on backorder or they are stored in a different location then the rest of the items. When this happens, your order will list the separate shipments. If all of the items are on your order summary and you still did not receive it, please contact customerservice[at]countryclubprep[dot]com and we’ll be happy to assist you further.

Why did my item arrive looking like it was shot out of a cannon (i.e., it was DAMAGED)?

We’re not sure, but we’re not happy about it. Please email us at returns@countryclubprep.com with the subject heading "Return a damaged item." In the email please provide details about the damage to your item, and tell us if you want to return the item for a refund or receive a replacement item. Then, simply follow the normal procedure for returns.


RANDOM QUESTIONS WE GET ASKED


Who writes all of the product descriptions on CCP and these FAQs?

Have you seen the episode of The Simpsons when 10,000 monkeys on 10,000 typewriters almost recreate Shakespeare? Well, it’s kind of like that only without the monkeys and with the 3 co-founders of CCP sitting in a basement drinking warm Miller High Life while writing.

Who gives a [expletive deleted] about an oxford comma?

Unclear. Certainly not these guys.

Are any of the girls in your photos available? Any of the guys?

Probably. We have no idea. We probably could find out, though.

What should I buy?

We recommend some sort of preppy clothing.

Will this look good on me?

Duh! You would look good in paper bag!! But if you are unsure which size you think would look best, just reach out to our customer service team and we will be happy to give a few recommendations! 

Can I get a sticker?

Sorry guys and girls but we do not send out stickers. That being said, if they are available and you place an order, one will be included in your order! 


I don’t see my size. Is there anything I can do to still buy this awesome product?

Yes, often we will be able to special order items for you upon request, even if you don’t see them on our website. These special orders frequently can be received and shipped by us in under a week. Please email us at customerservice[at]countryclubprep[dot]com under the subject “Special Order” to inquire.