FAQ

The following is Fitzsu's terms and conditions. By visiting or shopping at this website you are agreeing to accept these terms and conditions. It is your responsibility to read and understand them. If you do not agree to these terms and conditions, please do not use these sites.

- How does the website work?

The site is created to be as easy and straightforward as possible to navigate. To find what you are looking for you can either do a free search in the top search window, or you can browse with the aid of our category system which you will find in the left navigation bar. By clicking on any of the categories in the navigation bar, you will be taken to a page of subcategories. By clicking on a subcategory text or photo, you are offered items within that subcategory. Click on an item thumbnail or more info image, and you will be taken to a product page with item details, including price, and a "purchase" button. If you click on it, it will take you to the shopping cart. You can also search by designer and company; use the navigation bar to the left for this option.

- How do I make a purchase?

Simply click on the purchase button to put the item in your shopping cart, keep browsing if you want to buy more products. When you are satisfied with what your shopping cart contains, click the "continue checkout"-button and follow the page prompts for quantity, gift-wrap and message decisions, and complete the billing, shipping, and credit card detail pages. Make sure to match the card with the correct billing address! Click "complete" to finish the transaction. An email will be sent to you to confirm the purchase.

- Fitzsu.com registry and wish list?

To sign up for our bridal registry or our wish list, simply click on the preferred selection from the top navigation bar. Click on "sign up here" to start making your own registry or wish list. Complete the new users' signup form on the following page. To start putting items on your list you need to log in with your email address and newly created password. To add something, simply click the "more info"-button and then the "add to my registry"-button. Keep repeating until your list is complete! You can change your registry at any time by logging in to your account. If you have any questions just send an email to info@fitzsu.com, or call us at 323.655.1908.

- Can I have my items gift wrapped?

Yes you can! And it's also free of charge. Simply check the add gift wrapping box as you check out.

- Can I buy something other than what I see on the site?

Yes, even though we do our best to keep the website as updated and complete as possible, there are items we haven't had time to add yet. There are also items that we don't usually stock, but as long as it is manufactured by a company that we carry, there is nothing we cannot special order for you. For more information we suggest that you call us at 323.655.1908, or send us an email; info@fitzsu.com.
Store hours are as follows:
11 AM - 7 PM PST Monday - Friday
12 AM - 6 PM PST Saturday - Sunday

- What credit cards do you accept?

We accept American Express, Visa, MasterCard and Discover Card.

- Are credit card transactions secure?

Yes. Fitzsu.com uses Secure Socket Layer (SSL) underneath HTTP, which provides an encrypted channel and server authentication. Once you start your checkout process everything will automatically go through the secure server.

- How can I buy something if I don't want to use a credit card online?

We can take your order in a variety of ways, and you will have the same set of choices of gift-wrap and message. You can call us (323.655.1908) at the store with your order and your credit card information, send us an email (order@fitzsu.com) or send a regular letter to the following address;

Fitzsu
7970 Melrose Avenue
Los Angeles, CA 90046

If you don't want to pay with a credit card the only other option is to send us a money order. We regret that we cannot accept personal or corporate checks.

- Do you send a confirmation e-mail?

Yes, we send two. The first, right after you place your order, confirms that we have received it. The second, which usually is being sent within 24 hours of you placing the order, is a confirmation from UPS that the package has left our store and is on its way to you.

- What is your return policy?

Items purchased from fitzsu.com may be returned for store credit only and within 30 days of purchase if in original condition and original packaging. Fitzsu.com credit is valid for one year from date of issue. Thereafter, unused credit is forfeited.  Special Order items May not be returned. These are items we are acquiring specifically for you. Special Order items are things we do not stock and we can not return, therefore all Special Orders are Final. If you are uncomfortable with this please do not purchase.

- How do I return something to you?

Merchandise purchased from Fitzsu.com may be returned for Fitzsu store credit only within 30 days of purchase and only if accompanied by original receipt and in original condition and in original packaging. Any free shipping cost will be deducted from the cost of the return. Refunds are not issued except in the case of defective merchandise we are unable to replace. Returns must be authorized by a Fitzsu manager and must be accompanied by a RA(Returned Authorization) number. This code can be obtained by contacting the store by phone (323-655-1908) or email(order@fitzsu.com ) and must be displayed on the mailing label and on the returning receipt. Returns without an RA number will be declined.

Returns must be properly packed and sent via UPS, FedEx or DHL at customer's expense to:

Fitzsu
7970 Melrose Ave
Los Angeles CA, 90046

- How do I use my fitzsu credit?

Fitzsu Store credit is valid for one year from date of issue. Thereafter, unused Fitzsu Store credit is forfeited.

- Can I return something in person to the Fitzsu shop that I purchased online?

Yes, goods purchased from fitzsu.com can be returned directly to the shop, under the same conditions as specified above.

- Can I cancel an order that I placed with fitzsu.com?

There is no guarantee that you can cancel the order. If we haven't shipped it yet, it is not a problem to cancel the purchase and receive a full refund. If, however, the order has shipped already, you can only return the merchandise for store credit.  Special Order items may only be cancelled if the order between us and the manufacture has not been placed. To get you your merchandise as quickly as possible your Special Order is usually placed the next following business day. These are items we are acquiring specifically for you. Special Order items are things we do not stock and we can not return, therefore all Special Orders are Final. If you are uncomfortable with this please do not purchase.

- When will my order be shipped, and how soon will I get it?

Your order will be shipped within the estimate listed on each product page under the listing "Usually Ships".  Sometimes it can be even faster, even the same day. Fitzsu is a very specific design boutique, so our volume can vary. During high volume times it sometimes takes us a little longer to get things out. We would prefer to get your order right the first time. You should receive the order within 7 business days from the time of shipping, depending on your location. If you combine Stock Items and Special Order Items, your order will ship when it is complete, or when the items equal any Free Shipping Offer. In other words we can not ship multiple items for free when each shipment is under the Free Shipping Offer.

- What are your shipping and handling charges?

Our rates depend on the weight and volume of the items purchased, and the destination. We only ship via UPS. If your order exceeds a Free Shipping Offer it qualifies for free ground shipping within the continental US. Any shipments out side the Continental US must pay the appropriate shipping charges. If you select a Free Shipping Offer that your order does not qualify for you will be automatically charged.

- Do you have a faster shipping service available? 

Yes, since we ship via UPS all their shipping options are available to you. The fastest you will be able to receive your package is overnight. You make the choice of shipping options yourself as you check out with your shopping cart. The cost of shipping will be available for you to see before you make a final decision.  However please be aware, that since Special Order Items are not IN STOCK, the faster service is only available after the item arrives from the manufacturer. Please refer to the "Usually ships" field on each product page.

- Can I have my order sent to a different location other than my billing address?

Yes, you can. When you fill out the billing and shipping pages, you can specify where you would like something sent, if it's different from the billing address. If you need items in your order sent to different addresses you have to make separate purchases as fitzsu.com are not able to handle multiple addresses yet. Neither can we ship to P.O. boxes.

- Can orders be shipped to foreign countries?

At this time, Fitzsu is taking international orders.  However, since items shipping abroad rely on volume as well as weight, shipping charges can very. Additionally, if you do not have an American Bank account, your purchase may not pass our Credit Card security process. It is best to contact us via email and we will give you an account to wire the money or a PayPal account to make a safe international Credit Card transaction.

- What if my items are damaged during shipping?

It rarely happens, but on occasion something gets broken. Please inspect your purchase and its packaging within 48 hours of receipt. If for some reason there should be damage or a defect, please notify us immediately so that we may rectify the situation. We insure all of our goods and will handle the claim process entirely. Our phone number is 323.655.1908.

- How is sales tax calculated on orders?

We collect sales tax on orders shipped to addresses in the state of California. California sales tax is 8.25%. We do not charge tax on items leaving California. Buyers purchasing goods in other states are responsible for complying with local state tax laws.

- Can I purchase a gift certificate for someone?

Yes, we offer gift certificates in any denominations. They can only be purchased by either calling us or visiting the store. The gift certificate can be sent anywhere, nicely gift wrapped and with a message.

- How do I redeem a gift certificate?

We send an actual physical certificate which needs to be presented either in person at the store or by mail in order to be redeemed. You can use a gift certificate to make a purchase from the website by calling the store and doing the transaction by phone. We will ship the merchandise as soon as we receive the gift certificate by mail.

- Special Orders

Once placed, special orders are not be canceled and are not returnable, for credit or for refund. Items which are special orders are clearly noted as such. Please take note. Special orders are not Stock item. Once you have placed your order, you have made the purchase.

- What if the item I want is not in stock?

Fitzsu does its best to keep our inventory well stocked, there may be times when something you order turns out not to be available. We will inform you by e-mail of that situation and tell you how long the lead-time is expected to be for the item to come back into stock. At that point you can choose to cancel the order, or you may maintain your order and we will ship it to you when it arrives back into stock.

Some of the items on the website always need to be Special Ordered because Fitzsu does not keep them in stock. This is the case with most flatware and dinnerware. In those cases, the lead-time is indicated on the product information page. We require payment in full prior at the time of order. Fitzsu will do everything within its power to supply you with your order as soon as possible. Please take note: Some things are beyond Fitzsu's control.

- How can I get help?

We've tried to answer the most common questions people have here in this FAQ section. If there is something else you would like help with, you can e-mail us at info@fitzsu.com, or call us at 323.655.1908 during our store hours. If we are not available at the time of your call, please leave us a message and we will get back to you as soon as possible!

Fitzsu reserve the absolute right to modify or change the terms of use of this site with or without notification. If you disagree with any changes to the terms, your sole recourse is to stop using this site. Prices are subject to change without notice. If a product is listed at an incorrect price, Fitzsu reserve the right to refuse, cancel or limit any order placed at the incorrect price.