Frequently Asked Questions

YOUR ACCOUNT

A. Press the log-in button and fill out the form for new members. Make sure to remember your username and password as you will need those every time you log in the website.

2. What if I forget my password?

A. Click on "Login". Type in your email address for user verification and click "Request Password". Your password will be emailed to your email address.

3. How do I edit and update my account information?

A. Simply go to "My Account" and edit any of your information. Then click "Update Account".

4. I have an account but I can't log in. What do I do?

A. Please make sure that the spelling of your email address and password are correct. If you still have a problem logging in, send an email to sales@atreasurenest.com.

5. What is a wish list?

A. You can use the wish list for items that interest you but you do not want to buy yet. You can use it as a way of book-marking the items that you would want to purchase in the future.

ORDERS AND PAYMENT

6. Is there a minimum order?

A. Yes. Minimum order is US$15.00.

7. What forms of payments do you accept?

A. We accept the following credit cards: VISA, Mastercard, American Express and Discover.

8. Can I modify my order once I already submitted it?

A. No. However you can cancel an order and create a new one. Please see question on cancellation of orders.

9. If I don't like an item, can I exchanged it for something else?

A. If the product is defective you may exchanged it for the same item or something else. Otherwise, we do not allow exchanges. However, you can easily return any item that you are not satisfied with. Please see our complete Return Polices. Then simply create a new order in the website for the other items that you need.

10. Can I cancel my order?

A. Yes. Immediately send an email cancelling an order to sales@atreasurenest.com. Orders can be cancelled as long as the order was not yet shipped. If the order was already shipped you still have the option to return the items. Please see our return policies.

11. How do I return items?

A. If for any reason that you are not fully satisfied with any of our product; we will gladly accept returns provided that we receive the items within 30 calendar days from the date of the invoice. Please see our complete Return Policies under Account Services.

12. Do you have a catalog? Can I order one?

A. No, we do not have any catalog. This website is our only catalog -- an online catalog.

13. Why was my order declined?

A. Orders will be declined for a variety of reasons. Oftentimes, the credit card number entered was incorrect or the billing address entered did not match the information on the credit card. Other possible reasons could be card expiration or incorrect verification code. This is actually for your protection against credit card fraud. Contact your credit card company for more information.

14. What will I do if my order was declined?

A. First make sure that you enter the correct credit card number. Then make sure that your billing address matches your credit card information. Simply go to “Your Account” under “Account Services” and edit your Billing Address.

15. When I place my order, I get an error message that says, "AVS mismatch." What does that mean?

A. It means that there is a discrepancy between your credit card number and billing address or that the latter does not match the credit card's billing address. Please edit your billing address to make sure it is entered correctly. Your billing address should be the same as the address your credit card bill goes to.

16. Why was the money deducted on my credit card account when my order was declined?

A. ATreasureNest will never charge your account if an order was declined. When you place an online order, the system checks your account to see if the funds are available and if the billing information matches. If the order was declined the credit card company will "hold" or “reserve” the funds for around 2 to 4 working days and then the charge will be cancelled. Only in a successful transaction will the charge be actually deducted from your account. Please take note that this practice is common to credit card processing and is something outside of ATreasureNest’s control.

SHIPPING

17. How do you ship our orders?

A. All orders are shipped through UPS. UPS Ground is the default unless you select a different option: UPS 3 Days Select or UPS 2 Days Air or UPS Next Day.

18. Do you ship to P.O. boxes?

A. No. We only ship to physical addresses (i.e. with Street, City, State, ZIP, Country)

19. How much is the shipping charge?

A. Please see shipping rates table and complete shipping policies in Shipping Info under Account Services. Please take note that there are two important exceptions in the application of the rates shown in the table: (1) Destination is Alaska, Hawaii or outside the US. (2) The order includes any quantity of boxes or other oversized items. In these cases, we will be sending a separate email with a recomputed actual shipping charge.

20. If there is a recomputation of the Shipping Charge, will I be informed of the total amount before shipping?

A. If the recomputation resulted to an increase in the shipping charge, aTreasureNest.com will send an email informing you of the adjusted amount. We will only continue processing your order if you reply and confirm the order. If otherwise the recomputation did not result to any change in the shipping charge then aTreasurenest.com will imediately continue processing the order.

21. How long will it take for me to receive my order if I send through UPS Ground?

A. It will be around 4 to 10 days depending on your area. You can easily track your order through UPS as you will be provided with your tracking number.