Shopping with Us
Answers to many popular questions about shopping w us here @ PlanetGearCompany!
Please note that the merchant name on your credit card statement will read PlanetBuff.com. PlanetGearCompany and PlanetBuff are part of the same retail group. Please contact us with any questions about this @ 858-750-2288.
Using our shopping cart system, buy as many products from our many brands as you want. We will make every attempt possible to ship your order 100% complete. If for any reason there are back orders, a PlanetGearCompany customer service representative will contact you in advance of shipping out your order.
Ordering by Phone
Call our qualified customer service experts that are ready to take your phone order. Please have your credit card ready when you call us. We can be reached @ 858-750-2288 Monday thru Friday from 8 AM to 4 PM California time.
Ordering by Mail
Customers who wish to order by check or money order may do so by mailing the printout from method # 1, or the sheet with all pertinent information from method #2 noted above. Then mail this form, as well as your personal check or money order and mail to the PLANETGEARCOMPANY address listed below. Please allow 10 business days for a personal check to clear before we ship your order.
Please contact us in advance by phone or email, so we can check inventory and provide you some additional information! Please call us @ 858-750-2288...or email us @ CustomerService@PlanetGearCompany.com.
4182 Sorrento Valley Blvd Suite A
San Diego, CA 92121
Timing of your Order
We will make every effort to ship your order complete within 2 business days, which includes the day you place your order. In many cases, your order will ship out the same day(Monday thru Friday) if you place your order by 12:00 PM California time. If you contact us early enough in the day. We do ship Saturday mornings as well during high volume times of the year. If we are working on a Saturday, all orders received by 8:00 AM California time Saturday, will be shipped out Saturday. During the holiday season, most orders received by 3:00 PM California time, will be shipped out that same day. Please check with us in advance if you need a Saturday ship out service and we will do our best to accommodate your request.
Paying with Credit Card
We accept credit card payment for online orders. Please provide the "BILL TO" address exactly as it appears on your credit card account. During our online real time authorization process we will validate that the "BILL TO" information you provided matches the information on file with your credit card issuing company. If you do not use the official "BILL TO" address on your credit card, your transaction will be declined by the credit card processing company. If this occurs, you will see this message on your screen. You can have your order shipped anywhere on our great planet...but you must use the official "BILL TO" address on your credit card account. Once your order is successfully placed, your credit card is automatically charged with the transaction amount.
We accept the following payment types
The merchant name that will appear on your credit card statement is: PlanetGearCompany
Consumers outside the state of California will not be charged California sales tax. If you reside within the state of California, or have your order shipped within California (even if you reside outside California) you will be charged 8.00 %.
PlanetGearCompany.com exclusively uses USPS for all delivery services with rates starting @ $5.35.
USPS Priority Mail® Features:
- Expedited delivery of your packages at economical rates, starting at $5.35.
- Priority Mail includes tracking within the United States only.
- Packages are delivered in an average of 2-3 days to any destination, but not guaranteed by USPS.
- Delivery to all U.S. addresses, including P.O. boxes and military addresses.
- Saturday and residential delivery are available at no additional charge.
If you are having your package shipped Express Mail, this will include tracking information as well as proof of delivery with signature. After your order has been processed by the PlanetGearCompany.com customer service department, you will be provided via email this tracking number.
USPS Express Mail® Features:
- The fastest way to send packages that need to be there in a hurry, at rates starting at $16.50.
- Express Mail includes tracking.
- Next-day delivery is guaranteed by 3 p.m. to many U.S. destinations, or your money back from USPS.
- Insured automatically up to $100 against loss or damage. Additional merchandise insurance is available up to $5,000.
- Delivery to most U.S. addresses, including PO boxes and military addresses.
- Available 365 days a year, including Sundays and holidays, to most locations at no additional charge.
- Can include a proof of delivery with signature upon request and tracking information. Please choose that option at the time of purchase.
For your Express Mail® order to be shipped out the same day you place your order with PlanetGearCompany.com, this order needs to be placed no later than 12:00 PM California time. If you order is placed after 12:00 PM, we can not guarantee that it will go out that day due to local USPS deadlines. Please call us(858-750-2288) in advance of using this service if you have any concerns or questions.
If there are any backorders, a PlanetGearCompany customer service representative will contact you in advance of shipping, either thru email or phone.
Can I Change My Order?
Only if your order has not been processed. We process orders quite quickly. If for any reason you need to change your order, please call our Customer Service Dept at 858-750-2288 as quickly as possible.
You can return unworn merchandise to us within 15 days of your date of purchase. All merchandise must be returned with its original packaging and in the same condition you received it, in order to receive a full refund. Please also include a copy of your packing slip, which arrived with your order. You can also include a copy of the email confirmation that you received after placing your order online. Shipping charges are not refundable. In order to process your return, please contact our Customer Service dept at CustomerService@PlanetGearCompany.com before hand, to obtain a Return Authorization number. In the situation where you had received FREE SHIPPING, if the return of your products brings you under the FREE SHIPPING threshold(product cost only), you will be credited back the return of your products, less the shipping amount of your order. If you had received a FREE Gift with your purchase based on a promotion we were having at that time, you would need to either return it with your return package, or you will be charged for it at the time of us processing your return.
During the 2014 Holiday Shopping Season, our return policy will be extended until Monday January 26th 2015. All returns must be back to us by that date, inclusive of obtaining a Return Authorization #. You can obtain a RA# by calling us @ 858-750-2288 or by emailing us @ CustomerService@PlanetGearCompany.com If we receive a return back without an authorized Return #, your package may be refused and returned to you by the United States Postal Service!
In case you would like to exchange any merchandise, please contact us at CustomerService@PlanetGearCompany.com . All exchanged merchandise must be unworn and sent back to us with its original packaging. Please also include a copy of your packing slip, which arrived with your order. You can also include a copy of the email order confirmation that you received after placing your order online. PlanetGearCompany will pay USPS 1st Class freight back to you(USA & Canada only) on all exchanged merchandise for the 1st exchange only. If there are any additional exchanges on the same order, we will charge your purchasing credit card the appropriate shipping amount. All exchanged product requires a return authorization # in advance, and must be returned to us within 15 days of purchase. On large group purchases of 10 units or more, PlanetGearCompany will not pay shipping back to you, assuming you received Free Shipping the 1st time.
Returns & Exchange Procedure
Please contact us at CustomerService@PlanetGearCompany.com to expedite your request. See above Exchange Policy section for details.
Refused or Cancelled Order Policy
We will refund your monies upon request for refused or cancelled orders, less the shipping charges and a flat fee of $5.00 to cover all transactions fees that PlanetGearCompany would receive from the credit card companies. Refused or cancelled orders greater than 4 units will be charged a fee of 8% of the total dollar value of your order, to cover all the credit card fees that PlanetGearCompany would incur. If you received FREE SHIPPING on your order, we will have to charge you for that amount as USPS Shipping Fees are non refundable to PlanetGearCompany from USPS.
Large Orders Return Policy
For any order 4 units or more returned, there will be a 15% restocking fee. plus the cost of shipping should the return fall under the Free Shipping threshold.