FAQs
Customer Service - Contact Information
Your satisfaction is important to us. If you need help or information please contact our customer service department. We can be reached as follows:
Email: custserv@ambiance.com
Ambiance Incorporated
17820 Englewood Drive
Suite #12
Cleveland, OH 44130-3425
Phone: 1.866.739.8477
9 PM to 5 PM EST
Fax: 440.234.9745
How safe is my Credit Card information?
This Web site is secured with a GeoTrust SSL Certificate. Transactions on the site are protected with up to 256-bit Secure Sockets Layer encryption.
You will be transferred to this secure mode when you begin your checkout process. Secure mode is indicated by a lock or unbroken key icon at the bottom corner of your browser. We always use industry-standard encryption technologies when transferring and receiving your information on our site. If you do not see one of these icons, please contact your Internet service provider. In order to take advantage of this security process, we recommend that you use Netscape 4.0 or later, Microsoft's Internet Explorer 4.0 or later, Firefox 2.0 or later, Opera 7 or later. AOL users should use version 3.0 or later on PC's and 4.0 or later for Macs.
We have additional security measures in place in our facilities to protect against the loss, misuse or alteration of information that we have collected from you at our site so you can feel comfortable and secure.
Ambiance is also certified by SecurityMetrics to be COMPLIANT with the PCI scan validation requirement for this computer by our credit card processing vendor.
Additionally, we do not store your credit card information on any of our servers in any form, insuring your peace of mind that no one can hack onto our server to steal your credit card number or personal information.
What are my shipping options?
Domestic addresses have the following shipping options.
| Method | Shipping Time | Comments |
|---|
| Standard UPS Ground | 7-10 days | | | UPS 3 Day Select | 3 business days | Only available in lower 48 states | | UPS Next Day* | 1-2 days | Not including order processing time.
(See below)* | | USPS Express Mail*** | 1-2 days
(guaranteed commitment) | Only option for Saturday delivery | | USPS Priorty Mail | 2-3 days | Only for PO boxes & FPO/APO addresses! |
*UPS Next Day does not include weekend or holiday delivery. 1 - 2 day delivery times are for orders placed Sunday through Wednesday. Orders placed after 9:00am Thursday will be delivered by the following Monday, and orders placed after 9:00am Friday & Saturday will be delivered by the following Tuesday. Overnight delivery is not available in some rural areas.
**Tracking information is not provided for USPS Priority Mail. We are unable to provide further information on your order once it leaves our warehouse.
***Customers ordering from Hawaii or Alaska must choose USPS Express Delivery (not UPS Next Day).
Orders placed prior to 9:00 am Monday thru Friday are processed and shipped the same day. Orders placed Monday thru Thursday after 9:00 AM EST, are processed the following day. Orders placed Friday after 9:00 am are processed the following Monday.
Any orders returned to as “undeliverable” or “refused” are subject to a 15% restocking fee. Original shipping charges will not be refunded.
Our office is closed on federal holidays, any orders placed on these days will be fulfilled on the next business day.
Do you ship to P.O. boxes?
Yes, we do ship to P.O. boxes. Orders placed to P.O. boxes will be shipped via USPS Priority Mail or you can choose USPS Express Mail for faster service. UPS does not ship to P.O. boxes.
How much will I pay for Shipping?
Shipping charges are determined by weight, distance, carrier and method. For certain (large or heavy) items you may be accessed an additional charge.
Ground shipping charges range from $6.00 to $10.00 and Next Day shipping charges range from $10 and above. Your shipping charge will be determined when the weight of the items in your cart is processed along with your zip code in the checkout process.
Do you ship to countries outside of the U.S.?
Ambiance offers two shipping options to Canada. They are:
| Method | Shipping Time | Comments |
|---|
| UPS Standard | 7-10 days | International equivalent of UPS Ground | | UPS Worldwide Expedited | 1-2 days | International equivalent of UPS Next Day |
Note: Canadian orders will be charged a tariff based on the cost of the order. That tariff will be collected by the delivery driver at the time of delivery.
We are currently unable to ship orders to other countries.
When can I expect to receive my order?
Orders are processed on the following business day. Orders placed on Friday (after 9 AM EST) or Saturday will be processed on the following business day. Our offices are closed on Federal Holidays, so expect orders placed on these days to be processed on the next business day.
Orders placed to P.O. boxes will be shipped via USPS Priority Mail or you can choose USPS Express Mail for faster service. UPS does not ship to P.O. boxes.
Orders must be placed by Thursday at 9 AM EST for UPS Next Day Friday delivery!
Customers ordering from Hawaii and Alaska must select USPS Priority Mail or Express Mail.
If you live in an apartment, please be sure to include the apartment number to ensure proper delivery!
We reserve the right to limit quantities.
You must be 18 years of age or older to place an order.
What kind of packaging will my order arrive in?
Your love life is a private matter! Ambiance makes sure it stays that way. We ship your package in plain brown packaging with no indication of either the products enclosed or where it comes from other than the company name (SFL) on the return mailing label.
What is your Product Return Policy?
- For hygienic reasons, we cannot accept returns on any intimate apparel, lotions, creams & lubricants or novelties & marital aids.
- Defective merchandise can be exchanged for identical merchandise or a credit issued.
- Exchange of defective merchandise will ONLY be accepted within 30 days of delivery to you with receipt.
- Due to the ease of duplication, DVDs and CDs are returnable only if the package seal is unbroken.
- We will replace defective DVDs and CDs with same title.
PLEASE DO NOT RETURN MERCHANDISE TO AN AMBIANCE STORE!
To return an Ambiance.com purchase by mail: - For a full refund, items must be returned in original packaging
- Fill out the Exchange Form included with your shipment
- Indicate Exchange or Credit
- Detach Exchange Form & enclose with merchandise being returned
- Seal package & ship your package postage paid to:
Ambiance, Inc.
SFL Returns
17820 Englewood Dr.
Suite #12
Cleveland, OH 44130-3425
We suggest you insure your package and retain the receipt. If you are returning an item for an exchange, you will receive your replacement item within 8 business days after we receive your return.
If you are requesting a refund, your credit card account will be credited within 2 business days after we receive your return.
For additional information, call 1.866.739.8477 from 9 AM to 5 PM EST.
Can I order merchandise from the web site over the phone?
Yes. While shopping at Ambiance.com is safe and secure, we realize that some of our customers would prefer to order via the phone.
You may call 1.866.739.8477 between 9 AM and 5 PM EST (Monday through Friday) to place a phone order.
Will I be charged sales tax?
Orders shipped to addresses in the state of Ohio will be charged 7.75% sales tax.
Where are your retail locations?
Ambiance, The Store For Lovers! has 8 Ohio retail locations. Click here for location information and directions.
What is Ambiance's Privacy Policy in terms of customer information?
Ambiance, The Store For Lovers respects your desire for privacy and discretion. We therefore do not sell, rent or give your name, address or any other information you provide to any third party organization, business or person.
Ambiance collects only the information you enter, including for example the information when you place an order, join the Great Lovers Club or respond to a survey. The information you provide is used to help us offer the products, services or membership benefits you request. We are striving to make The Store For Lovers a better shopping experience and to help us serve you better.
The marketing and promotional campaigns that use your data are exclusively limited to in-house activities.
Ambiance also uses technology to let us know what type of browser you are using, the web site from which you enter Ambiance.com and the pages you view as you visit our store. You are not identified by this technology. It only helps us understand how our visitors use our site so that we may improve the design content and features of our site.
I signed up for your newsletter, and now I'm getting pornographic spam! How did this happen?
Our relationship with our customers is extremely valuable to everyone at Ambiance, and we would never do anything to jeopardize that. Therefore, Ambiance is in no way affiliated with pornographic websites or companies, nor do we sell or give our customers' addresses to any company, period. The only place we store email addresses is in our Point of Sale system, which then gets downloaded periodically for sending newsletters and email discounts. This Point of Sale database is not accessible to anyone but Ambiance, and our email service is secure.
X-rated spammers do not get your address from Ambiance. Unfortunately, there are many ways for these spammers to receive or "harvest" your email address, and users of AOL and Hotmail are usually the hardest hit.
Following is a link to a website run by the National Coalition for the Protection of Children & Families. It details further information on this issue that you may find valuable. Please accept our sincere promise that providing your email address to Ambiance is not a factor in your receiving unsolicited and undesirable spam.
http://www.nationalcoalition.org/spam.asp
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