Can I send you a csv file with an order? Yes! If your POS system has the functionality to create an order as a csv file, we would be happy to use the file to add the products to your cart. We would then email you a link that would let you edit the cart as needed so you could quickly place the order. The csv file should have a "SKU" column and a "Quantity" column. Send the csv file to support@tenthousandvillages.com.
When will my order ship and where is it coming from? We ship from Pennsylvania and work very hard to get orders out within 5 business days from when the order was placed. Most orders leave our warehouse within 3 business days after we receive the order.
I forgot an item on the order I just placed. If I contact you, will you be able to add it to the order? Unfortunately, we aren't able to do this. Please plan on adding the missed item/s to your next order.
How much are the shipping charges? For orders under $500, the shipping is 6% of the invoice total. For orders over $500, ground shipping is usually free. There is a running total with a reminder in the cart area so you will know how close you are for free shipping. Our goal for domestic shipping is to “break even” on costs. On rare occasions, typically due to a combination of distance from our warehouse in Pennsylvania and the size or weight of products on an order, the shipping costs will far exceed 6% of the order total. In these cases, we reserve the right to contact customers to discuss options to ensure a mutually beneficial relationship.
I need expedited shipping. What should I do? Please call Customer Service at 877-883-8341, either BEFORE or at the latest within one hour of placing your order. Expedited shipping is costly since charges in part, are based on shipment size and weight.
HOW DO I RETURN AN ITEM FROM MY ORDER? *Eligible returns must be received within 60 days of purchase and must be in their original condition.
For items purchased through wholesale.tenthousandvillages.com, please send us your order number, the item(s) being returned, and the quantity of each item to support@tenthousandvillages.com. Once we approve your return, we will provide the required Return Authorization Number and shipping instructions. We will reply within 1-2 business days with this information.
Note: To ensure you receive our emails, please add support@tenthousandvillages.com to your contacts or safe sender list.
How will I receive my refund? For purchases from the wholesale.tenthousandvillages.com website, we will issue a credit to your original form of payment for the original transaction amount. Shipping fees are non-refundable.
What if my item arrived damaged? We’ll work with you to either issue a refund or add a credit to your account as quickly as possible! Please send us a picture of the damaged item(s), along with your order number to support@tenthousandvillages.com.
What if I have more questions? We’re happy to answer any questions or concerns you have about our return or damage policies. The best way to reach Ten Thousand Villages is by phone at 877-883-8341 between 10:00am and 4:00pm Eastern Time, Monday-Friday, or by email at support@tenthousandvillages.com. If no one is available, please leave a message with your name, order number, and your phone number and we will call you back as soon as possible!
Do you offer drop shipping? No, we do not offer drop shipping for wholesale customers.
Do you have spare parts available? Spare parts may be available for certain products with multiple pieces. Please contact us at support@tenthousandvillages.com or 877-883-8341 with your request.