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Frequently Asked Questions
 
 
Do I need an account BEFORE I order?

I have an account, but forgot my password.

Where do I find my card security code?

How secure is my personal information?

Which credit cards are accepted?

Where do I find my tracking number?

How long till I receive my package?

Return policy information.

Was my order placed successfully?


Do I need an account BEFORE I order?
No, you do not need to create an account before you place an order. During the order process, you will create your account by adding your E-Mail address and then creating a password. This happens intuitively during the checkout process, underneath the area where you would enter your shipping and billing address details. You do NOT have to provide a password, and if you choose to leave the password field blank, a password will be provided for you, found inside your order confirmation email. For now, your account is used only to check order status.


I have an account, but forgot my password.
If you are sure you have an account already, please use the "My Account" link located next to the SunjoyDirect.com logo in the upper left corner of the website. Enter the E-Mail address you used while placing your order at SunjoyDirect into the "Enter the email submitted at purchase" field located in the "Retrieve" area. Press Submit. Check your spam folder if you do not receive the email. If no email is received make sure you didn't enter a different E-Mail address during checkout, and that the E-Mail address is typed correctly. Once you receive the password reset E-Mail, follow the instruction in the E-Mail to reset your password.


Where do I find my card security code?
Your credit card security code is normally the last 3 or 4 digits on the back of your credit card.

For more information please visit the following wiki page:
http://en.wikipedia.org/wiki/Card_security_code


How secure is my personal information?
Very secure. We instantly hide and secure your credit card number as soon as you have finished entering it and click outside of the field. It isn't even available to the browser or the computer you are using. It's instantly erased from your browser and whisked away to our secure servers. The card information is held only for a short time, long enough for you to place your order, and if you wait too long, it will be permanently erased, and you would then have to enter the credit card number again. Once your order is placed, only the last 4 are stored on our secure servers in case a refund or void is needed, but the other card details are permanently erased. We use the latest SSL technology so your session is secure, and a network "snoop" attack is basically impossible. The back end financial transactions are also secured by SSL. The password you enter is even encrypted "on the fly", and it is only available to our backend software. Your other personal details are never shared or used for any purpose other than to facilitate the order process as necessary.


Which credit cards are accepted?
We currently accept Visa, Mastercard, and Discover.


Where do I find my tracking number?
Your order status can be found in the "My Account" area of SunjoyDirect. After logging in, you will see a list of your orders and the status of each order. Once your order is shipped, a tracking number will be available. By clicking on the tracking number for your order you will be redirected to the appropriate website (UPS, FedEx) to track your package. Tracking information is also E-Mailed to you upon shipment of the item. Please check your spam folder.


How long till I receive my package?
Standard shipping time is within 3 business days.

Expedited orders will ship the following business day.

After shipment, track your package to find out more detailed shipping information including an estimated time of arrival (carrier dependent).


Return policy information.
If the incorrect item was ordered: All shipping cost (to and from) is to be paid by the customer in full and a 15% restocking fee will be deducted from the refund amount. The item must be returned undamaged, and with care, within 60 days of purchase.

If the correct item is defective or damaged, we will accept a return within 60 days of purchase.

For ALL returns, please fill out our "Contact Us" form located under the "Support" menu.

The return shipping address can be found on our Shipping Policy page.


Was my order placed successfully?
When ordering, after clicking "Complete Transaction", a few seconds will pass, and then a receipt page should appear, thanking you for your order. A confirmation E-Mail is sent to your E-Mail address with instructions on how to track your order. If you are unsure, for any reason, if your order was placed successfully or not, please click on the "My Account" link. If you close your web browser and reopen it again, you will have to login to the "My Account" area. If you see a recent order, than the order has been received and your credit card has been charged successfully.