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Ordering and Payments FAQ
Placing Orders
- I want to make a purchase, but I prefer to order over the phone. What number should I call?
- Are a phone number and email address required to place an order?
- What payment methods do you accept?
- When will my credit card be charged?
- When can I expect my order to arrive?
Order Status
- Did Ten Thousand Villages receive my order?
- How do I know what's happening with my order?
- My order status is "Pending." What does that mean? "Processed"? "Shipped"?
- When can I expect my order to arrive?
- My order is incomplete. What can I do?
- An item I purchased arrived damaged. What can I do?
- My order contained the wrong merchandise? What can I do?
Items Not Available Online
- I want to purchase an item that is not available online. Where can I find it?
- The item I want to purchase is no longer available. Will Ten Thousand Villages backorder the item?
Placing Orders
I want to make a purchase, but I prefer to order over the phone. What number should I call?
You can place your online order by calling (877) 883-8341 available during business days from 8:00 AM. EST 4:30 PM EST
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Are a phone number and email address required to place an order?
A valid phone number or email address are required as we need to be able to contact you if there is a question about your order. An order that does not have a valid phone number or email address may not be fulfilled.
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What payment methods do you accept?
We accept only major credit cards and Ten Thousand Villages gift card payments for online orders. We accept Visa, MasterCard, and Discover.
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When will my credit card be charged?
When you submit your order, we will confirm your account information and reserve the funds necessary to complete the purchase. However, we will not charge your credit card for your purchase until we have shipped your order.
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When can I expect my order to arrive?
In general, orders are shipped within two days of order placement, via UPS Ground. Learn more about our freight services on the Shipping / Delivery FAQ.
Order Status
Did Ten Thousand Villages receive my order?
After you place an order, you will see a confirmation screen that includes your order number. You will also receive a confirmation email that includes an order summary. If you created an account, you can log in and check the order status on the View Order History page.
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How do I know what's happening with my order?
You will receive an order summary email when your order is shipped.& If you created an account, you can log in and check the order status on the View Order History page.
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My order status is "Pending." What does that mean? "Processed"? "Shipped"?
"Pending" indicates that we have received your order and are currently preparing your items. "Processed" indicates that we are preparing your items for shipment. "Shipped" means that your items have left our facility and are en route to their destination.
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When can I expect my order to arrive?
In general, orders are shipped within two days of order placement, via UPS Ground. Learn more about our freight services on the Shipping/Delivery page.
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My order is incomplete. What can I do?
Contact Ten Thousand Villages at (877) 883-8341. You will need your order number for reference, which is included in the order summary and order shipment emails we send. If you created an account, you can find the order number on the View Order History page.
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An item I purchased arrived damaged. What can I do?
Contact Ten Thousand Villages at (877) 883-8341. You will need your order number for reference, which is included in order confirmation and order shipment emails we send. If you created an account, you can find the order number on the View Order History page. Please also read our damage policy.
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My order contained the wrong merchandise? What can I do?
Contact Ten Thousand Villages at (877) 883-8341. You will need your order number for reference, which is included in order confirmation and order shipment emails we send. If you created an account, you can find the order number on the View Order History page.
Items Not Available Online
I want to purchase an item that is not available online. Where can I find it?
Some items are available only in our retail stores. We value your support and are happy to help you locate a store.
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The item I want to purchase is no longer available. Will Ten Thousand Villages backorder the item?
Because we partner with artisans from remote communities around the world, we cannot guarantee the availability of out-of-stock items. Our artisan partners are continually crafting new items and do not maintain an inventory of past wares. For this reason, we do not offer backorders.
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