Frequently Asked Questions
All the questions are sorted according to their categories, you can click on a category to view more sub categories.
Please view the FAQ before submitting a support inquiry as many commonly asked questions are answered below.
For returns and exchanges, please reference the Returns Policy FAQ before emailing your request for a return authorization to returns@metroparkusa.com. When requesting an RA please include your Order #, item being returned, and your reason for return. If requesting an exchange, please include the size that you are exchanging for. Metropark Online cannot exchange for alternate items.
For all other inquiries, please send an email to info@metroparkusa.com or call toll free at 866-589-2424.
For all International related questions please refer to International Checkout Customer Service: http://internationalcheckout.com/cs.php.
Thank you.
 |
|
||
| Top Questions Asked |
|
|
||
| Information regarding Returns |
|
|
|
||
| Billing Inquiries |
|
|
|
||
| Shipping Information |
|
|
|
||
| General Questions |
|
 |
Why isn't my U.S. credit card being accepted? |
| Please make sure that the "Billing Address" you entered into the registration form matches the "Mailing Address" on your credit card statement. If it doesn't match exactly, then your subscription can not be processed. Also, please be sure your credit card has credit available. If you are still having difficulty registering, please submit a support inquiry to the Metropark Store Support Team and a representative will assist you further. |
|
Top
|
|
My credit card was charged more than once, how do I get a credit? |
| Each time your credit card is charged successfully, you will automatically receive a billing receipt via email. Please note that $1 authorizations are NOT charges to your account, and therefore, do not constitute a double billing. A single billing may consist of multiple authorizations. If you have received more than one receipt, please submit a support inquiry to the Metropark Store Support Team, and we will promptly issue you the credit(s). |
|
|
Top
|
|
When I submit my information after completing the online form, I get returned to the beginning and the form is blank. Why is this happening? |
| Please note that in order to register online successfully, you must have your cookies enabled. If you do not know what cookies are or how to enable them, please consult the help menu on your web browser. | |
|
Top
|
|
What are the $1 dollar "charges" that appear on my credit card statement? |
| Please note that each time you attempt to register, the system will attempt to process your credit card payment. The $1 "charge(s)" are a normal part of the authorization process. The system seeks a $1 authorization to verify that the credit card is valid. This authorization "charge" is only a test, and will be reversed automatically by your credit card company before you receive your next statement. | |
|
Top
|
|
What does it mean when I receive the message "your credit card has been processed recently and we cannot immediately charge it again, please try again in a few minutes"? |
| Please note that the error message "your credit card has been processed recently and we cannot immediately charge it again, please try again in a few minutes" occurs because the system is designed to prevent accidental double billing. However, it is not an indication of the success of the transaction. If your credit card was charged and your registration successful, you will immediately recieve a billing receipt. If you have not received these emails, then please wait a few minutes and try to register again. You may need to close and reopen your web browser. If you still receive this error message, please submit another support inquiry and a representative will assist you further. Also, you may not have received confirmation via email due to your webmail service provider. Please refer to the "Why haven't I received e-mail notifications?" section of the FAQ to learn more about this issue. |
|
|
Top
|
|
Why do I receive the error message "Invalid Phone Number"? |
| If you have received an error message related to an "invalid phone number", please be sure to enter your phone number without any non-numerical characters. Non-numerical characters refer to spaces, dashes, and parentheses. For Example: 123 1234567 | |
|
Top
|
|
What payments are accepted by the Metropark Store? Can I pay with a money order or Paypal? |
| Metropark accepts the following major credit cards; Visa, MasterCard, Discover and American Express. Your credit card will be charged once your order has been shipped. We do not accept checks, money orders, COD's, gift cards, Paypal or any other form of payment. | |
|
Top
|
|
How does the Metropark Store total sales tax? |
| The actual taxes charged to your credit card will reflect the applicable state and local sales taxes, and will be calculated when your order is shipped. | |
|
Top
|
|
How may I track the status of my order? |
| Once an order has been received a confirmation email will be sent to the email that you have provided. Once the order has shipped, a shipping confirmation email will be sent including the tracking number for your order. All orders may be tracked by logging into your User Account and selecting My Account. |
|
|
Top
|
|
Does Metropark offer custom orders / pre-orders? |
| From time to time custom ordered items may be offered for purchase prior to their availability to ship. If you choose to pre-purchase the specified item(s) by adding it to your bag and completing the checkout process, your credit card will be charged at the time of purchase. If, at the time of purchase, other items were in stock that you ordered, these items will be shipped immediately per standard shipping policies. Once the custom ordered/pre-ordered item is in stock your item will be shipped at no additional charge. The scheduled ship date indicated with the item is based on product availability and is not a guarantee. All pre-ordered items will be shipped via ground shipping. This policy applies to both domestic and international orders. | |
|
Top
|
|
How will my order be delivered and when will I receive my order?= |
| Metropark prides itself on its efficiency when fulfilling orders. But, due to the up-to-the minute selection, there is a chance that something may not be available. If this is the case, Metropark will ship all items which are available and only charge for those items. If all items are out of stock, Metropark will notify you via email that your order has been canceled due to lack of inventory and will issue a full refund of your order. Shipping Policy - Metropark provides shipping via USPS and UPS. Orders are typically processed within one (1) to two (2) business days once billing and credit information has been verified. Orders placed after 12pm PST may not be shipped until the following business day. If your order is placed after 12pm PST on Friday or during the weekend, your order may not ship until the next business day. - Orders over $300 may require a signature upon delivery. - Standard delivery is 3 to 5 business days within the continental U.S. Metropark also offers 2nd Day Air and Next Day Air delivery services. - All 2nd Day Air and Next Day Air orders placed before 12pm PST are guaranteed to be shipped same day. Orders shipping to an alternate address may be delayed up to one (1) business day for verification. - Metropark does not ship on Saturday, Sunday, or holidays. - Interruption of Service: Metropark adheres to all UPS and USPS guidelines and restrictions as pertaining to Interruption of Service. Any interruption of service due to causes beyond UPS's or USPS's control, including, but not limited to, the following: the unavailability or refusal of a person to accept delivery of the shipment, acts of God, acts of public authorities acting with actual or apparent authority, acts or omissions of customs or similar authorities, insufficient information provided by a customer, Hazardous Materials packages improperly offered for transport, the application of security regulations imposed by the government or otherwise applicable to the shipment, riots, a government agency hold, strikes or other labor disputes, civil unrest, disruptions of any kind in air or ground transportation networks, and natural disasters. |
|
|
Top
|
|
How will I know if my order has been shipped? |
| Once the order has shipped, a shipping confirmation email will be sent including the tracking number for your order. | |
|
Top
|
|
Is Metropark able to ship internationally? |
| Yes, MetroparkUSA.com has partnered with a trusted third-party company, International Checkout, to fulfill orders for our International customers. Simply put the items you wish to purchase in our Shopping Cart and choose the "International Checkout" option. Your items will be transferred to International Checkout for processing. You may pay by International credit card, PayPal or bank transfer. International Checkout will process your order, including billing, shipping and customer service. If you would like assistance placing your order, please contact the friendly and professional people at International Checkout: support@internationalcheckout.com. Customer Service Hours: 8am to 6pm - Pacific Standard Time USA and Canada: +1866.6820641 USA Phone: +001.310.601.8196 UK Phone: +44.20.8133.2436 Australia Phone : +61.28003.4685 Denmark Phone : +45.369.50312 Sweden Phone : +46.4069.35779 Hong Kong Phone : +852.8175.6057 Japan Phone : +81.50553.46826 Finland Phone : +358.(02)3619.0437 Brazil Phone : +55.(11)3717.5368 Dominican Republic Phone : +1809.202.3017 Ireland Phone : +01 443 3715 Mexico Phone : +55 8421 8266 New Zealand Phone : +09 889 0408 To check the status of your order or track your package, please log in to your International Checkout account at: https://www.internationalcheckout.com/login.php. To learn more, view International Checkout's Terms & Conditions and Customer Service information at: http://www.internationalcheckout.com/cs.php. |
|
|
Top
|
|
Can I change my e-mail address? |
| In order to change your e-mail address, please visit the My Account section of the Store. | |
|
Top
|
|
What are the minimum system requirements to fully enjoy the Metropark Store? |
| PC: Pentium III 700 mhz or higher Windows XP or higher Minimum 100 MB available hard drive space Minimum 256 MB of RAM Mac: G4 Processor or higher Mac OSX 10.3 or higher Minimum 100 MB available hard drive space Minimum 256 MB of RAM Browsers: Internet Explorer 6.0 or higher, Mozilla Firefox 1.5 or higher and Safari 2.0 or higher. |
|
|
Top
|
|
Why can't I sign in? |
| If your sign in attempt is unsuccessful, please select the option "Click here to send your password to the email you have just entered." If you are still unable to sign into your account, please attempt to clear your cache, delete your cookies and reset your browser. |
|
|
Top
|
|
How do I change my personal information? (E-mail, Address, Etc.) |
| In order to change your personal information, please visit the My Account section of the Store and save changes. | |
|
Top
|
|
How can I contact Customer Support regarding my order? |
| Our customer service office is open from 10am - 5pm Monday thru Friday PST. Should you have any questions regarding your merchandise order, please contact us toll free at 1-866-589-2424 or via email at info@metroparkusa.com. | |
|
Top
|
|
May I purchase gift cards online? |
| Gift cards are available for purchase online but may only be redeemed within a Metropark store. Please refer to the Find A Store locator for the closest Metropark store near you. Gift Cards are available in the following values: $25, $50, $75, $100, $150, $200, and $250. | |
|
Top
|
|
Why do I need to register? |
| You only need to register on our site if you are making a purchase. By registering you are initiating an account that only you may access. You may access your account by using your email address and a password that you have created. Only you will have access to this information. | |
|
Top
|
|
What if I do not know my sizes? |
| Due to the unique fashions which Metropark carries, sizes tend to vary within each brand. If you know your sizes within a particular brand, order the same size you generally do, otherwise refer to the following links: http://www.metroparkusa.com/static/sizechart-women.html http://www.metroparkusa.com/static/sizechart-men.html http://www.metroparkusa.com/static/sizechart-accessories.html |
|
|
Top
|
|
How will I know if my order went through? |
| Once an order has been received a confirmation email will be sent to the email that you have provided. | |
|
Top
|
|
May I return an online purchase to a Metropark store? |
| Purchases made online may be returned or exchanged at Metroparkusa.com or any Metropark location within 21 days of the original purchase date. Items must be in their original condition, unworn, unwashed, have the tags attached and be accompanied with the original invoice. | |
|
Top
|
|
May I return a purchase made at a Metropark store to online returns? |
| Items purchased within a Metropark store may only be returned at a Metropark store. | |
|
Top
|
|
What is your return policy? |
|
Here at Metropark we want to make sure that you are completely satisfied with the purchases that you have made. With that in mind, purchases made online may be returned or exchanged at Metroparkusa.com or any Metropark location within 21 days of the original purchase date. Items must be in their original condition, unworn, unwashed, have the tags attached and be accompanied with the original invoice. Refunds will be credited in the original form of payment used when the order was placed. Items purchased within a Metropark store may only be returned at a Metropark store. Do not send items purchased in Metropark stores back to us. Items that do not comply with the above policy will not be accepted for return or exchange. If you do ship such items, Metropark will not be responsible for processing and returning such items. When returning an item at a Metropark store, you must provide the credit card originally used to make the purchase as well as the invoice. If you do not have the original credit card we will be unable to complete the return. Note: The following items are not eligible for return: Artwork, Jewelry, Lingerie, Media (CDs, DVDs, etc.), and Swimwear. Custom Order / Pre-Order Return Policy Custom orders/pre-orders purchases made online may be returned or exchanged at Metroparkusa.com online within 21 days of the original ship date. Items must be in their original condition, unworn, unwashed, have the tags attached and be accompanied with the original invoice. Refunds will be credited in the original form of payment used when the order was placed. |
|
|
Top
|
|
How do I perform a return? |
| First, you will need to request a Return Authorization by sending an email to returns@metroparkusa.com. When requesting an RA# please include your Order #, item being returned, and your reason for return. If requesting an exchange, please include the size that you are exchanging for. Metropark Online cannot exchange for alternate items. | |
|
Top
|