Customer Service

We are standing by on the phones and through email at all times, so if you don't find what you are looking for here, let us know!

Shipping & Delivery
Q. How will my order be shipped?
A. Once processed, orders that are sent out with standard shipping will be shipped First Class United States postal mail. This will take an estimated 3-7 business days for delivery but we have found in rare cases that it can take up to 10 business days. Please note that weekends, bank and/or government (non-mail) holidays and major holidays are NOT included as business days.
Q. What shipping methods do you offer and what are the costs?
A. We provide four shipping methods:
Flat Rate USPS Shipping - $2.00 per pair of shades
International shipping at the flat rate price of $17.50 (10-14 business days) - COMING SOON
*Please note we do not guarantee shipping time frames except on FedEx packages.
Q. What is the cut off time to place a FedEx order and have it shipped the same day?
A. The order must be placed before 1:00pm PST and the item must be in stock to ship the same day via FedEx. Any orders that are placed after 1:00pm PST will go out the next business day. If your order is placed after 1:00pm PST and it must go out FedEx that day, it is best to call Customer Service (Monday through Friday, 9:00am to 5:00pm PST) and we will make every attempt to expedite your order for same day shipping.
Q. If I place an order on Friday or over the weekend and request FedEx delivery, will it be delivered to me on Saturday?
A. No, FedEx delivery is standard 1-2 business days. FedEx Business days are Monday – Friday non-holiday. If your order was placed before 1:00pm PST your order should be delivered Monday. If your order was placed AFTER 1:00pm PST on Friday or ordered on a weekend, your order will be delivered the following Tuesday if and only if Monday and Tuesday are not holidays.
Q. What are FedEx Holidays?
A. FedEx does NOT deliver on these holidays:
Memorial Day
Independence Day
Labor Day
New Years
Q. Do you ship internationally?
A. We will begin shipping internationally very soon! Contact us via email for more info.
Q. From where is my order being shipped?
A. All orders are shipped from our offices located in the city of Las Vegas, NV.
Q. How long will it take to process and ship my order?
A. We make every attempt to process orders as quickly as possible. If all of the items you have requested are in stock, it will take an average of 24-48 hours to process and ship your order.
Q. When are orders shipped?
A. Orders are shipped out Monday through Friday. Orders will not be processed or shipped out on weekends or holidays.
Q. What do I do if my order was confirmed delivered but I did not receive it?
A. Please contact customer service Monday through Friday 9:00am to 5:00pm PST at 1-888-535-8901 and inform them that although it was confirmed delivered, you have not received your order. A Lost and Rifling claim form will be submitted. This form is a federal form that is filed with the United States Post Office in order to conduct a federal investigation.


Returns & Exchanges


Q. How long do I have to Return or Exchange an item?
A. We offer a 30-day money back return policy. *Please note that this 30 day window starts from the original date that the order was confirmed delivered, NOT the date you received this item, if these two dates differ. If you fall outside of this 30-day window, you may still send in your item for an exchange but may be charged a fee. We also offer an extended one year warranty. If for any reason a problem should arise with any of your items, you may return it/them for an exchange for a minimal fee.

Q. What if it is over 30 days and something has happened to my item?

A. Wallet Outlet offers a One Year Extended Warranty, from the original date of purchase, for only $9.99 (which includes shipping & handling). Just call customer service during business hours (9:00-5:00 PST at 1-888-535-8901) to receive your order number and notify them that your item is being returned to us. Send back your merchandise with a check or money order made out to Wallet Outlet for $9.99 along with a note including your first and last name, phone number and order number and we will send the same product in the same size within 10-14 business days. For credit card payments please contact our Customer Service Department during business hours so they may take your credit card information. *Please note: If your item or size is not available online, check with Customer Service to make sure the item is still available and has not been discontinued.
Q. How long do I have to return an item for a refund?
A. We offer a 30 day money back guarantee on all of our items. You may return an item in for a refund of the purchase price with in
30 days of the original delivery date. Please note that shipping and handling is non refundable.
Q. How do I return an item(s)?
A. Item(s) may be returned via USPS mail, DHL, Fed-EX or UPS. The item(s) must be securely packed and sent back with account information and instructions on how to process the return (Exchange or Refund). Please note we are NOT responsible for any returns that are lost or damaged in transit. We highly suggest insuring any return packages.
Q. What do I ship my return back in?
A. It is best to send your return back in the box you received but you can also use a bubble or padded envelope. *Please note: Paper envelopes will rip during postal processing. We are not responsible for envelopes received without product.
Q. How do I fill out the return / exchange form?
A. First, fill out the back of your invoice by checking the box for either a refund or exchange. Second, write down the item you are returning to Wallet Outlet in the box labeled Returned Items. If you are exchanging an item for a different size or item you will then write down the new item you would like in the Exchanges box with the quantity and size you would like. Be sure to make a copy of this form for your records or be sure to make a note of your order number.
Q. What if I lost my invoice / return exchange form?
A. Write down on a piece of paper your first and last name, address, phone number, item you are returning, if you would like a refund or exchange, new item and/or size desired, and your order number. Send that in with your return item.
Q. Where do I send my return?
A. Send your return to:
Ecommerce Innovations-Returns Dept.
3245 Palm Center Drive
Las Vegas, NV 89103
Q. Do I have to pay shipping for my return?
A. Yes, customers are responsible for the cost of shipping items back to Wallet Outlet.
Q. Is there a charge for my exchange shipping to me?
A. Your first exchange is sent to you with no added shipping costs. Any additional exchanges will cost and extra $2.99 for shipping and handling.
Q. What if my exchange has a price difference?
A. If your exchange is priced lower than the original item ordered, we will refund that difference to you in your original form of payment. If your exchange is priced higher than the original item ordered, you must include a form of payment (credit card number & expiration date, check, or money order) for the price difference.
Q. Can I return my package ‘Return to Sender’?
A. ‘Return to Sender’ is NOT an authorized return method. Any shipping charges incurred will be at customer’s expense.
Q. How long will it take to process my return?
A. We do our best to process returns as fast as possible. All returns, be they refunds or exchanges, are processed with in 10-14 business days of being entered into our system.
Q. How will I know when my exchange item has been shipped?
A. Once your exchange request has been completed an email will be sent to your email address on file.
Q. How long will I have to wait to receive my exchange?
A. All exchanges are sent out First Class Mail and will take 3-7 business days for delivery. International exchanges will take 10-14 business days for delivery.
Q. How will my refund be issued?
A. Your refund will be issued in the form of payment you originally submitted for the purchase.
*Promotional $5.00 gift cards are not eligible for refunds only exchanges
Q. I used a gift card and a credit card for my purchase how will I be refunded?
A. The gift card will take priority in all refunds issued by Wallet Outlet. Any additional amount over the original gift card amount will be issued back to the original form of payment.
Q. The original account (bank account, credit card, etc.) I used to make my purchase is has since been closed. Can I receive a check or have the refund put in a new account?
A. Unfortunately, we are not able to issue refunds to any other account or in any other form of payment that was not originally processed for the returned order. If your account has been closed, the refund can still be processed to that account number with your credit card company. Your credit card company will then issue you a refund according to their procedures.
Q. Why was I refunded minus shipping?
A. Any orders that are sent out with free shipping and are returned for a refund and/or exchange are subject to shipping and exchange adjustments. If your order total drops below the threshold for free shipping you will be charged the correct amount for the shipping level you received with your order total.
Q. I returned multiple items from different orders. Why don’t my refunds show up all together?
A. Your returns from differing orders are processed separately, as each one of them has a different order number. As your refunds are processed you will see them reflected on your card statements.
Q. Why hasn’t my refund been reflected on my (bank, credit card, etc.) account?
A. Most refunds take 48 to 72 business hours to show up on your account. However, some cards, depending on the bank, can take 1 to 2 billing cycles to be reflected. Check with your card company to be sure they have received the refund.

Note - Damaged items must be reported to us within 24 hours of Package Delivery


Q. How can I place an order?

A. You may place an order over the phone or on the internet using a credit card or you may mail in a check or money order.
Q. Is it safe to submit my credit card information on your website?
A. Yes, it is. We are proud to say that we have never had a problem with the security of any customer’s information. The website is equipped with a hacker safe program that is monitored and tested daily.
Q. Do you offer a wholesale program?
A. We do not offer a wholesale program.
Q. Why is my order status pending?
A. Your order status will appear as pending until the order has been shipped. Please allow up to 24 hours for our system to update and the correct information to be reflected.
Q. Why was my credit card charged more than once?
A. If you have an error message while attempting to place an order it will place a hold on your credit card account. This does NOT mean that your account has been double charged. It is a pending transaction that will reverse on its own. We have a very secure site for your protection. If you are having trouble with your billing address, we would suggest contacting your bank to verify the billing address they have on file for you. They may have more than one address on file. We have not charged you twice and we do not have multiple orders for you. What you are seeing is an authorization, not an actual charge. Whenever a debit card is used it is always authorized right away whether it is accepted or not. The authorization does disappear on its own. We are not going to charge you so that will go away. If you wish, we can fax the bank and let them know that we are not going to charge you. If you would like us to do that, you need to call our Customer Service department Monday-Friday 9:00am-5:00pm PST with the fax number to the bank, your credit card information and who to send the fax attention to. We can not do this through email so you must call us with that information.
Q. When will my credit card be charged for an order?
A. The credit card will be charged at the time of the order being shipped.
. Why was my credit card charged if my order was declined?
A. We have a very secure site for your protection. If you are having trouble with your billing address, we would suggest contacting your bank to verify what billing address they have on file for you. They may have more than one address on file. We have not charged you and we do not have an actual order for you. What you are seeing is an authorization not an actual charge. Whenever a debit card is used it is always authorized right away whether it is accepted or not. The authorization does disappear on its own. We are not going to charge you so that will go away; if you want we can fax the bank and let them know that we are not going to charge you. If you would like to do that you need to call us Monday-Friday 9:00am-5:00pm PST with the fax number to the bank, your credit card information and who to send the fax attention to. We can not do this through email so you must call us with that information.
Q. Why has my account been charged but the order has not shipped?
A. One or more of the item that you have selected is temporarily on backorder. The account was charged to reserve the item to your order. If you would like to cancel the backordered item and have the account refunded please contact Customer Service during business hours.
Q. Can I add something to an order once it has been placed?
A. Because we begin processing your order as soon as it is placed, we are unable to add any additional items to your order.
Q. Will my invoice include the price I paid for the items?
A. Yes. All invoices are sent out with prices and product information.
Q. Why did I receive a merchandise credit?
A. A merchandise credit was issued to the account because the return was made after the 30 day return policy.
Q. How can I check the status of my backorder?
A. You may send an email or call our toll free number (1-888-535-8901) during customer service hours for an update on your backorder.
Q. Will I be charged tax?
A. Tax will only be charged on orders delivered within California at a sales tax rate of 8.25%
Q. Why is there a security tag on my item?
A. The item you received is a special order item. *Please note: If you are returning a special order item, this security tag must remain attached. If this tag has been removed or tampered with in any way, a 20% restocking fee will be applied.


Payment, Pricing & Promotions


Payment Information
Q. What credit cards do you accept?
A. We accept credit and debit cards with the Visa, Master card, Discover or American Express logo.
Q. Can I place an order by mail with a check or money order?
A. Yes. Please mail in a check or money order payable to Wallet Outlet along with a note indicating the item number, name and the size if it’s a ring. Also, be sure to include the address to which you want the order shipped, your name and a contact phone number.
Q. Do you accept Gift Cards from major credit card companies?
A. Yes. If you would like to place an order with a major credit card gift card please call Customer Service for assistance. The order will NOT be accepted if you attempted to place it online.
Q. How do I use my merchandise credit?
A. Please visit our website at: and select the item(s) you would like to order. When you are ready to redeem your merchandise credit please call customer service toll free 1-888-535-8901 between Customer Service hours of 9:00am to 5:00pm PST Monday thru Friday. Please provide the Customer Service representative with the previous order ID number that the credit is attached to and item number(s) you would like to purchase.
Q. Do you offer Wallet Outlet Gift Cards?
A. We are happy to now offer Wallet Outlet gift cards available in $5.00 increments up to $200.00. *Please note $5.00 promotional gift cards may not be used to purchase gift cards.
*Please note any free items ordered with an e-gift card will not be eligible for these items to be sent as there is no shipment
Q. How do I use a Gift Card for an online order?
A. To use your Wallet Outlet Gift Card towards an online purchase, select the items you would like to purchase and put them in your cart, continue to check out, enter your Gift Card number and Pin (located on the back of your card) on the shopping cart page then click Apply Gift Card. Any unused Gift Card balance will remain on your gift card.
Q. How many Gift Cards may I use at one time?
A. You are welcome to use as many gift cards that you would like on one purchase. *Please note promotional / free gift Wallet Outlet gift cards may only be used one per purchase.
Q. What if my Gift Card is lost or stolen?
A. Treat your gift card as you would cash. If your gift card is lost or stolen, a replacement card will be reissued with the balance currently remaining on the card when an original receipt is presented.
Q. Can I return a Gift Card?
A. Gift cards are redeemable for cash as required by state law if the value is less than five dollars and the gift card was not a promotional / free gift Wallet Outlet gift card.
Q. Do you offer price adjustments?
A. If you find that a piece of jewelry you have purchased goes on sale within 14 days, Wallet will gladly issue a refund for the difference. Please email Customer Service with the details of the order or call customer service Monday thru Friday 9:00am to 5:00pm PST at 1-888-535-8901. You must have your order number available. Terms and Conditions- “Deal of the Day” items are not eligible for the Price Policy adjustment. The product currently on sale must be the exact same color, style and available size listed online as the item previously purchased. Coupon codes are not valid with items on sale. If the new order total has dropped below the free shipping level you will be charged for shipping. Not valid on Outlet or Clearance items. Policy subject to change without prior notice.
Sale Info
Q. How often do you have sales?
A. We offer many interesting, up-to-date and fun sales! We usually have specials that are emailed to our customers on Tuesdays and Fridays.
Q. Can your sales promotions be combined with any other offers such as coupons?
A. Our sales promotions cannot be combined with any other offers or coupon codes.
Q. How can I get a coupon?
A. Our coupons can be found in many fashion and celebrity focus magazines. Look for our ads in magazines such as Star magazine, Cosmopolitan, OK!, etc. We also offer coupons in our catalog and send weekly sales promotion emails. You can receive our weekly email specials and coupon codes by entering your email address in our Newsletter Signup field at the bottom left hand side of our home page
Q. Can I apply more than one coupon to an order?
A. No, there is a one coupon per order limit. After you have entered your coupon code and the code has been applied to your order, the code box will disappear and you will not be able to enter any additional codes. *Please note: Coupons cannot be combined with any other offer.
Q. Will my original coupon apply to my exchange items?
A. Yes, the original coupon used on the order will be applied to regular priced exchange items. For example, if the original purchase was made with a 15% off coupon code you will receive 15% off your exchange item or items.
Q. Can I apply a new coupon to my exchange order?
A. A new coupon may not be applied toward an exchange order, as the exchange is an extension of your original order.
Q. How do I apply my coupon?
A. At the time of check out there will be a small box at the top left side of the page. Enter your coupon code exactly as it is written – Codes are case sensitive! Directly next to the box there will be a purple button with the words “Apply Coupon.” This button must be clicked in order for the coupon to be properly applied to the order. Once the coupon has been submitted properly, the check out page will refresh. At this time, the promotion will be reflected in your order total on the top right side of the check out page.
Q. Can a coupon be applied to an order once the order has been placed?
A. If you have forgotten a coupon code that was emailed to you before your order was completed, we will be happy to accept that code up to 7 days after the order was placed. Please email Customer Service with the exact coupon code, when the email with the coupon was received, and your order number. You may also call customer service with this information Monday through Friday 9:00am to 5:00pm PST at 1-888-535-8901. *Please note: If after a coupon code is applied, your order total drops you below any possible free shipping threshold level, you will be charged the appropriate shipping cost. Orders will be checked for exact time placed.

Viewing Orders

To view and track all orders, including order history and pending orders simply log into your Wallet Outlet account and click on "My Orders" under the "My Account" settings.

Updating Account Information

To update account info, including password and email, shipping info simply log into your Wallet Outlet account and click "Account Information" under the "My Account" settings. From there you will be able to edit you email, name and password. If you would like to change your billing info or shipping info just visit your Main Dashboard in your Shades account, and edit the info from there.

General Information

Q. What are your customer service hours?
A. Customer Service is available to provide you with any help you may need Monday thru Friday 9:00am - 5:00pm PST at 1-888-535-8901. *Please note: Morning tends to have a heavier call volume.
Q. What hours of the day can I place an order?
A. For your convenience, orders can be placed 24 hours a day online at or by calling our toll-free number: 1-888-535-8901.

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