Help - FAQ | PotomacBeads

FAQ

Find quick answers to your questions below...

Order Status

Has my order shipped?

Click the "My Account" drop arrow at the top right-hand side of our website. You will select “Orders” and the Sales Order you would like to track. If you see tracking information in the Delivery Orders  section of the invoice, your order has shipped. The Tracking Information is clickable for easy viewing.

Please note that shipping within the United States via the United States Postal Service (USPS) can take 3-5 days. Shipping within the United States with FedEx Express is generally 2 days. All international shipping via APC Postal Logistics, including Canada, can take 4-6 weeks.

*Due to the COVID-19 Pandemic, the United States Postal Service (USPS) is experiencing increased shipping times as well. Please allow an additional 2-4 days once your order has been transferred to the USPS.*

How do I change quantities or cancel an item in my order ?

Click the "My Account / Order Status" link at the top right hand side of our site to view orders you have placed. Then click the "Change quantities / cancel orders" link to find and edit your order. Please note that once an order has begun processing or has shipped, the order is no longer editable.

How do I track my order?

Click the "My Account" drop arrow at the top right-hand side of our website. You will select “Orders” and the Sales Order you would like to track. You will see your tracking information in the Delivery Orders  section of the invoice. The Tracking Information is clickable for easy viewing. 

*Due to the COVID-19 Pandemic, the United States Postal Service (USPS) is experiencing increased shipping times as well. Please allow an additional 2-4 days once your order has been transferred to the USPS.*

My order never arrived.

Click the "My Account" drop arrow at the top right-hand side of our website. You will select “Orders” and then click on the Sales Order that has not arrived.  You will see your tracking information in the Delivery Orders  section of the invoice. If your package has been delivered, please contact the Delivery Carrier for more information. If you order has not arrived or shipping has not updated and it has been 30 days for domestic delivery or 6 weeks for international delivery, please contact hello@potomacbeads.com

We do the best to ensure your delivery arrives on time, however delivery dates are not guaranteed and there may be a number of unforeseen reasons why your items will arrive after the estimated arrival date *Due to the COVID-19 Pandemic, the United States Postal Service (USPS) is experiencing increased shipping times as well. Please allow an additional 2-4 days once your order has been transferred to the USPS 

An item is missing from my shipment or damaged.

If there appear to be any missing items from your order, please review the invoice sent with your order for any notes on items that may be out of stock. We will always notify you through email if an item is out of stock and a credit has been issued. If an item is missing from your package please email hello@potomacbeads.com with the Order Number, Missing Item, and a picture of your invoice. .

If you receive any items that are damaged, please send an email to hello@potomacbeads.com with your Order Number and a photo of the damaged product. We will review any damage claims submitted within 30 days of the order date.

My Account

How do I create an account?

1) Click the "My Account" link at the top right side of our site.
2) Under the "Log in" Button, you will see a link "Don't have an account?" Click here.
3) Enter in your name, email address, and password. Click "Sign up"

Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.

How do I edit my account information?

Click the "My Account" drop arrow at the top right-hand side of our website and select “My Account”. You can update your Account information by clicking edit next to” My Account Details” on the right hand side.

*Please note that if you are updating your Subscription information you will need to select the Subscription section on the left hand side under My Account.

How do I update my payment method?

Click the "My Account" drop arrow at the top right-hand side of our website and select “My Account”. You can update your payment information  by clicking “Manage Payment Methods” on the right hand side.

* Please note that if you are updating your Subscription payment  information, you will need to select the Subscription section on the left hand side under My Account.

How much is my shipping?

Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices.

I forgot my password.

Click the "My Account" link at the top right hand side of our site and click "Log in." You will see the option to reset your password on the the Login Page, under the teal ‘’Login” button.  You will need to enter your email address, and click "Confirm." An email with instructions on how to reset your password will be sent.

How do I return my product?

Items can be returned for Loyalty Points credited to your account within 30 days as long as the item is in its original condition. Send returns to:

PotomacBeads - Returns Department

240 N. Prospect Street

Hagerstown, MD 21740

Be sure to include your name, order number, and contact information in the return package. 

For exchanges, email hello@potomacbeads.com.

The customer is responsible for return shipping.

I received the wrong product.

If you feel that you have received the wrong product, please contact Customer Care via email at hello@potomacbeads.com within 72 hours of receiving the product Please included a picture of your Shipping Invoice and the incorrect product.

What is your return policy?

Items can be returned for Loyalty Points credited to your account within 30 days as long as the item is in its original condition.

When will my order ship?

Generally your order will ship within 24 hours, Monday through Friday, of it being received by PotomacBeads. Orders received on Saturday, Sunday, and holidays will be fulfilled and shipped generally on the next business day.

International Shipping

Do you ship to my country?

Please create an account by clicking the "My Account" link at the top right hand side of our site. During signup we'll ask for your shipping address details including country. If your country is not in the dropdown menu of available countries, unfortunately we cannot ship to your country at this time.

What are my payment choices?

During the checkout process you may choose any of our current payment options and continue to place your order. Please note that we will not ship your order until we receive payment from you.

When will my order ship and what are my shipping charges?

Generally your order will ship within 24 hours, Monday through Friday, of it being received by PotomacBeads. Orders received on Saturday, Sunday, and holidays will be fulfilled and shipped generally on the next business day.

Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices. We will ship your order shortly after we receive payment from you.

*Due to the COVID-19 Pandemic, the United States Postal Service (USPS) is experiencing increased shipping times as well. Please allow an additional 2-4 days once your order has been received by USPS.*

What is the return policy?

Items can be returned for Loyalty Points credited to your account within 30 days as long as the item is in its original condition. The customer is responsible for return shipping.

Guarantees

Low Price Guarantee

It is our commitment to provide you with the best value, at the best price. We value your business and strive to keep our prices low, and SAVE you money!

Privacy Policy

We value your privacy. Please view our Privacy Policy for complete details on how we use the information we collect.

Security

This website is protected with SSL (secure socket layer) encryption which is the highest standard in Internet security.

Pricing and Billing

How do I update my payment method?

Click the "My Account" drop arrow at the top right-hand side of our website and select “My Account”. You can update your payment information  by clicking “Manage Payment Methods” on the right hand side.

* Please note that if you are updating your Subscription payment  information, you will need to select the Subscription section on the left hand side under My Account.

Do I have to pay sales tax?

You only have to pay sales tax if you are located in the same state as our warehouse.

I have a question on my charges.

Click the "My Account" link at the top right hand side of our site to review your orders. You may compare your order history on our website with your financial records. If you have further questions or concerns, please contact Customer Care at hello@potomacbeads.com for further assistance.

I need a copy of my receipt/invoice.

Click the "My Account" link at the top right hand side of our site to print invoices.

When will my credit appear on my account?

Credits usually take 7-10 business days from the time we receive your item(s) and from when the credit was issued to your account.

When will my credit card be charged?

Your credit card will be charged as soon as you confirm your order and click "Pay Now."

*It may take a few moments to process your payment through our secure servers, so please do not hit the back button or attempt to resubmit a payment after you have clicked the "Pay Now" button. If you click on the back button or attempt to resubmit a payment, this may result in duplicate charges to your account and you may be responsible for any fees associated with these duplicate charges and refunds.

Buyer's Guide

How do I buy/redeem a gift certificate?

We are currently working on the ability to offer gift certificates in multiple currencies.  Please check back soon for instructions on how to purchase gift certificates!

How do I find my product?

To find the product(s) you're looking for, you may use the navigation menus on the top of our website. You may also type a keyword into the SEARCH box. If you have any trouble locating a product, feel free to contact Customer Care at hello@potomacbeads.com  or via website chat for assistance.

How do I navigate the site?

To navigate this website, simply click on a category you might be interested in. Categories are located on the top of our website. QUICK TIP: Place your mouse cursor over anything you think could be a clickable link. You'll notice that anytime you scroll over something that is a link, your mouse cursor will become a "hand". Whereas scrolling over anything that is NOT a link will leave your cursor as an "arrow". You may also type a keyword into the SEARCH box to quickly find a specific product. If you have any trouble locating a product, feel free to contact customer service for assistance.

How do I use a coupon?

Computer User - Once you have added your items to your cart, click the “View Cart” link at the top of this site. You will then click “View Cart” again when the box appears to proceed to checkout. Continue to the “Confirm Order” page of check out where you will see the  “Click here to enter your Coupon Code” on the right-hand side in the Order Review Box. Once clicked, a box will appear allowing you to enter your coupon code.

Mobile Device User- Once you have added your items to your cart, click the “View Cart” link at the bottom of this site. You will then click “View Cart” again when the box appears to proceed to checkout. Continue to the “Confirm Order” page of check out where you will see a drop down arrow next to your order total. Scroll down to find  “Click here to enter your Coupon Code”.  Once clicked, a box will appear allowing you to enter your coupon code.

Order Notes" is not where you enter coupon codes.  This is a special field supplied as a courtesy to you where you can make note of what project for which you are purchasing supplies, notes to staff, etc.  Coupon codes entered in the "Order Notes" will not be honored.

**Coupon codes cannot be retroactively added to your order once payment has been processed and credits nor refunds will be issued for coupon codes not entered prior to clicking "Pay Now." **

When will my credit card be charged?

Your credit card will be charged as soon as you confirm your order and click "Pay Now."

*It may take a few moments to process your payment through our secure servers, so please do not hit the back button or attempt to resubmit a payment after you have clicked the "Pay Now" button.  If you click on the back button or attempt to resubmit a payment, this may result in duplicate charges to your account and you may be responsible for any fees associated with these duplicate charges and refunds.

Still have questions? Contact the Customer Care Team here, or click on the Live Chat in the lower right-hand corner!