Tel: (416) 907 4140
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Frequently Asked Questions |
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My email address changed. What do I do ?
Login to your account using your old email address and password we have on file, then simply make the change in your account. It will be saved for your next login and all future reference Â
What do I do if I made a mistake with my address on my order ?
Here too, login to your account above and change the Shipping or Billing address live. Then email us to tell us you've done so, so we can update the warehouse. Â
Can I order with a check or money order ?
Yes, We now accept both check or money order at our online checkout process and prefer a money order to expedite your shipment. Simply mail in your check/money order with your order reference # to ahuva Inc 122 maplewood Ave. Toronto, Ontario M6C 1J6 Canada. As soon as we receive the money order or check, we’ll begin to process your order to send out right away.
Can I place an order over the phone or leave a voice mail ? Yes, simply call us at 416-907-4140 or fax us your order at 718 732 2911. If you receive a voice mail, leave your order information with your shipping address, credit card, expiry date, 3 digit security code on the back of the card (If Amex, 4 digits on the front), your list of Product codes with attributes like size, color(s) chosen, your email, and a clear phone number to contact you. We will call you to confirm the order.
What is your return /cancellation policy?
Customer must be familiar with our policies prior to ordering. Please check your order promptly upon receipt. - Damages/shortages or errors must be reported to us within 10 days of receipt of order to initiate a claim.
- All damaged items due to delivery should be claimed through UPS or the postal service first.
- Unfortunately, we are unable to send call tags Shrink wrapped packages such as software and the like are deemed final as soon as it is opened and non returnable.
- If you need to return merchandise, please be aware that: Returned items within 10 business days of receipt must have their original labels, and be folded and packed in the original packaging. Unless the return is due to an oversight on ahuva's part a 15% restocking fee will be charged for regular stock items and 20% for specialty orders.
- Custom orders are non returnable.
- Seasonal items are not returnable. Please anticipate your needs. Items that were special ordered (not pictured on our site) or personalized may not be returned.
- All items listed in our Overstock department are deemed as final sale as the price of these items are usually below cost.
- Hand made items are clearly non returnable. These are items such as prayer shawls and Jewelry pieces hand made and specially created for your order and therefore cannot be returned. If in doubt wether an item is handmade by it's title or description it is incumbant upon the customer to inquire prior to ordering as we cannot post this information on our vast changing inventory.
- All orders cancelled incur a 20% restocking fee. Cancellation costs include, pre-packaging, labelling, printing receipts, manually crediting charge, internal notification, documentation and re-inventorying items internally based on demand This takes enormous amount of effort time and resources.
- All returns require you login to your account and log an RMA ticket via our Helpdesk. We will respond with instructions to re-send the item(s) to avoid duties and brokerage fees. Please enclose order ID. Ahuva will make every effort to replace the item or provide store credit upon receipt of the item. If the item arrives damaged due to poor packaging, then no credit will be issued. So please make sure to re-package it appropriately. The package should be sent to our mailing address listed. If for any reason, you feel there is an error in charge on your credit card after a purchase is received, please email us stating your claim. We are an honest company but at times we too can make a mistake. Almost 100% of the time we resolve your conflict to your 100% satisfaction.
Please do not dispute the charge with your credit card company simply because this is a very time consuming and costly procedure resulting in a long wait period to receive your possible credit and additional unnecessary charges. If a chargeback is initiated without prior consent or invalid reason, there will be a $25 re-charge fee that is levied by the credit card processing company. This applies to all forms of payment.
Do you charge sales tax?
Within the continental USA, there is no sales tax. Taxes for Canadian customers include Provincial and Government Sales Taxes.
Can we open a wholesale account ?
Yes, we import and distribute our gift items across North America and the world and will open wholesale accounts to retail outlets , Non profit institutions and organizations welcome. Simply create a regular account online as normal here. Then use our Contact Us form to request your account to be changed to wholesale with proof of resale establishment. Once approved, login to your wholesale account and shop wholesale prices online. Please visit our wholesale account section for further details. Â
What credit cards do you accept?
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We accept Visa, MasterCard , American Express & Discover. We also accept money orders, phone, or fax orders. Please note, if you choose "Phone/Fax" option, you must follow through with a fax or phone call including your form of payment and information. Our mailing address is listed online. Note: all prices quoted on this site are $USD.
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Fraud Prevention:
For all foreign country orders, we reserve the right to call you. We also reserve the right to request Photo ID, A Card Statement fax and issuing bank phone number to verify your identity. We have strict anti-fraud safeguards in place, and will pursue prosecution for all fraudulent orders. We report all fraud to the FBI Internet Fraud Complaint Center at http://www.ic3.gov/. Please be aware that our servers record the unique IP address that a browser transmits when ordering which can be used by law enforcement officials to identify a person committing credit card fraud, even if that person does not provide his or her real name.
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Do you offer a price guarantee?
Ahuva is committed to giving you the best possible price and service. Our prices are listed in $US, and are generally 10-25% lower than other Judaica suppliers, for the same products and quality. If you find someone who is offering a cheaper price on a particular item, we will do our best to match or beat that price. If you find a better price on another legitimate website, please contact us here. In order for us to try to match the price, we need the following information: The item and product number in which you are interested The name and URL of the site where you saw the item for less Please note: We cannot guarantee that we will match or beat any price, but we will try our best. We are not responsible for prices that are typographical errors, closeout offers, discounted merchandise, "not normally in stock items," and other special circumstances/offers. We are committed to your satisfaction and we will try our best to give you the best price.
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How can I earn cash for my school, organization or Temple?
Yes. Set up an affiliate account here Any purchase made with your organization's affiliate code is automatically tracked and will result with a payment made back to you. Setting up affiliate links, commission rates, commission earnings, and lilve statistics are all done online in your account.Â
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What if I don't see the gift I want?
Send us a message here. Please give us as much descriptive information as possible about the item, such as who manufactures it or where you’ve seen it before and we will do our best to locate it for you.
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Do you offer gift wrapping?
Yes, we offer gift wrapping for almost all products for a $5.00 surcharge. At the checkout stage of your order, please note your request with the occasion and approval to charge your credit card $5.00 under "Special Instructions". We offer several wrapping paper options, depending on the occasion. You can also include an occasion specific greeting card for $2.25 or a gift card.
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Do you have a print catalog?
Not at this time. One of the ways we can keep our prices low is by selling our products without catalog overhead expenses. However, if you see a product elsewhere that you like, please contact us with the information and we can try to obtain it for you. How often do you add more products? We are constantly searching for new products to add to the site. Please check back frequently. If you can’t find a product you want on our site, or you see a product on another site that you want, let us know and we will do our best to obtain it for you.
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I can't see any items in my basket after adding them ? or I received an error upon checkout, what do I do ?
This may occur from time to time, and usually indicates a busy server. Simply click on the "checkout" link. This will refresh your basket items. You may also try reloading the page, and your browser will maintain your order information. If error persists, simply contact us here letting us know the error message and product ordered. We will take immediate action to correct and execute on your order.
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Is shopping Ahuva.com safe? How do I know I will have my order delivered ?
Shopping Ahuva Judaica has never been safer. We have an encrypted secure server that ensures all transactions are sent to our order department who execute your order immediately upon receipt. As a customer you will immediately receive an order confirmation email with a tracking link. If there are any delays in your order availability we will notify you via email or phone.
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How does your affiliate partner program work ?
Join as an affiliate partner and you can offer all our great products and service and receive a commission check from us. We payout 10% of all sales on all credit card, phone, fax and paypal orders you generate. Commission checks are paid quarterly.
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