FAQ

Find quick answers to your questions below...

Order Status

Click the "My Account / Order Status" link at the top right-hand side of our site to check the status of your order.

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.*

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.

Click the "My Account / Order Status" link at the top right-hand side of our site to track your order.

*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.*

Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Click on "Review Orders/Track Packages." Here you will be able to search for your order by date. Once you find the correct order, click on "View or Change Order." This will now display that order's details, including tracking number. By clicking on "Track Your Package" you can see the status of your package. Most packages are shipped through The United States Postal Service and can also be tracked on their website: https://www.usps.com/welcome.htm. For more detailed information, please contact USPS at your local post office.

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 shipping separately or that may have been replaced if out of stock. We will always notify you though email or phone prior to making any such arrangements and shipping your order.

If you receive any items that are damaged, please send an email to info@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 product is missing parts.

Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.

When will my backorder arrive?

Backordered items are those which our suppliers are unable to predict when they will have more in stock, but as soon as they do, we will be able to ship the item to you.

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" link at the top right hand side of our site to edit your account information.

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." And new page will load and under the login box you'll see a link that says "Reset password." 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 exchanged for a credit on 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 info@potomacbeads.com. The customer is responsible for return shipping on exchange items.

I received the wrong product.

If you feel that you have received the wrong product, please contact customer service via email to info@potomacbeads.com within 72 hours of receiving the product.

What is your return policy?

Items can be returned for a credit on 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 of it being received by PotomacBeads Monday through Friday. 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?

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 a credit on your account within 30 days as long as the item is in its original condition.

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

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 service 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).

When will my credit card be charged?

Your credit card will be charged within 24 hours prior to shipment of your item(s).

Buyer's Guide

How do I buy/redeem a gift certificate?

To purchase a gift certificate for someone, click here. If you are the recipient of a gift certificate and would like to redeem your gift certificate, click here.

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 service 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?

After adding items to your cart, click the "View Cart" link at the top of this site to view your cart. At the bottom of the shopping cart you'll see a box where you may enter your coupon code.

When will my credit card be charged?

Your credit card will be charged within 24 hours prior to shipment of your item(s).