Customer Care
FAQ's |
GENERAL Q: What is neoprene?
Q: Are your products waterproof? A: Most BUILT products are water-resistant, but not completely waterproof. This means they can withstand and repel limited exposure to water for short periods of time. For instance, if you get caught in the rain, don’t worry—you’re safe. As for diving into a pool with your laptop bag? We wouldn’t recommend it.
Q: Where are your products manufactured? A: BUILT products are manufactured primarily in China. Our Ergonomic Hard Case for iPad 2 is manufactured in New Jersey, just 60 minutes from our headquarters in New York City. We spend a great deal of time in our factories and have set strict guidelines for them. We are proud to say that we have excellent manufacturing conditions, and have passed all independent inspections to date.
Q: Is your website secure? A: Yes, the BUILT website is secure. We utilize GeoTrust Secure Sockets Layer (SSL) certificate data transmission to ensure your personal information remains private. SSL is a technology for managing the security of online message transmission that works by encrypting or scrambling any information sent from your browser to your server. This makes it impossible to intercept or tamper with the information when it’s en route to us.
Q: How can I tell whether your website uses SSL? A: Check the bottom right hand corner of your browser—if you see a padlock icon, that means SSL encryption is in place and that the information being sent from the page is safe. Another way to determine if SSL is in place is to look at the address bar of your web browser. When you edit your account, view your order history, or go to check out at www.builtny.com, the http prefix of the web address will change to https, which signifies that SSL security has been enabled on that page.
Q: Why should I use a neoprene lunch tote? A: BUILT lunch totes are reusable. This means they’re a better choice than paper or plastic bags that clog up landfills across the country. Second, they’re machine washable, which means they won’t be ruined by a single spill. Neoprene is also a very durable material that lasts up to 50 years, so you won’t need to need to replace it after only one season. Finally, all BUILT lunch totes are tested for lead safety, and unlike other lunch bag manufacturers, we don’t use PVC in our products. PRODUCT QUESTIONSQ: What size laptop should I buy? A: Please check out our easy-to-use Laptop Bag Finder to find the best bag or sleeve for your device. Our laptop and netbook accessories are sized by the diagonal measurement of the screen they're designed to fit. Please note that our laptop sleeves will initially fit quite snugly. That’s by design. Our sleeves are made from neoprene (the wetsuit material), which stretches a bit with use. If you want to purchase a neoprene sleeve and your device is between two sizes, we recommend you choose a sleeve on the slightly smaller side, as they’re designed to expand in three dimensions and stretch a bit with use. Our bags fit truer to size, so you may want to go up slightly if your device is between two sizes. BUILT is happy to accommodate any returns of items that you feel are too large or small for your laptop. Everyone has a different fit preference, whether it’s loose or snug, and we want to make sure you’re satisfied with your investment in BUILT protection.
Q: Why aren't all of your products available in every single pattern and color? A: When products are made, the BUILT design team decides which colors and patterns work best for each product. We are constantly evaluating and testing our colors and designs in order to produce the best product for our customers.
Q: Why does the pattern on the product I purchased look different than the image on your website? A: All BUILT patterns are purposely designed to be unique each time they are printed. Because we cut small pieces from much larger sections of patterned material, our products are not uniform, but they’re all one-of-a-kind. (If you ask us, that’s part of their charm!) That’s also why there’s no way to determine exactly how the pattern will be printed on your product. If you want to see how the pattern looks before purchasing, we suggest you use our store locator and check out the item at a retailer in your area to get a feel for how it might appear.
Q: How should I wash my BUILT product? A: Our products are either hand or machine washable, depending on the product you have purchased. Washing instructions vary, so please check either the inside of your product, its original packaging, or the “Features” section on the product’s page at www.builtny.com for specific care guidelines. We recommend washing our products with regular laundry detergent in cold water; if the item is machine washable, it’s best to use the delicate cycle. Whether you are machine or hand washing, all products should be left out to drip-dry. It takes about 1-2 days for our items to air-dry completely.
Q: My product has that “neoprene smell.” What can I do to get rid of this? A: New neoprene often has something similar to a “new car smell.” Don’t worry, this will dissipate over time. To speed up the process, we recommend that you try washing your product first. BUILT products are either hand or machine washable, depending on the product you have purchased. Washing instructions vary, so please check either the inside of your product, its original packaging, or the “Features” section on the product’s page at www.builtny.com for specific care guidelines. SHIPPINGQ: Where in the United States do you ship? A: We ship online orders to all 50 states, but ground orders to Alaska and Hawaii require an additional fee. Builtny.com cannot ship to PO boxes, APO or FPO addresses—you must provide a street address for all orders. Click here for more details.
Q: Do you ship to Canada? A: Currently, we are unable to ship outside of the United States. Please take a look at our online Store Locator to find a store near you, or an online retailer that sells and ships BUILT products to Canada.
Q: Do you ship internationally? A: Currently, we are unable to ship outside the United States. Please take a look at our online Store Locator to find a store in your country or an online retailer that sells and ships BUILT products to your country.
Q: How do I know if my order has shipped? A: Once your order has shipped, you will receive an e-mail confirming that your order has shipped that includes your UPS tracking number. Click here for information on order status.
Q: How can I track my order? A: You will receive a UPS shipping confirmation notice via e-mail when your order has left the warehouse. It will contain a tracking number that you can use to track the status of your package on www.ups.com. Click here for information on tracking your order.
Q: Can I expedite the shipping on my order? A: Yes. Builtny.com offers the following shipping options via UPS: UPS Ground, UPS 2nd Day Air® and UPS Next Day Air®. Each shipping method has its own restrictions and charges that will be applied to your order. Click here for shipping methods and costs.
Q: How long will it take my order to arrive? A: Orders are processed Monday–Friday (excluding U.S. federal holidays), and most orders will ship within 1-3 days of being placed. Orders must be received and clear credit authorization by 12:00 p.m. (noon) EST in order to ship on a given business day. Orders received after 12:00 p.m. (noon) EST may not be processed until the following business day. After an order has shipped, delivery via UPS Ground typically takes up to five business days, depending on location, but it could take up to 10 days depending on holidays, weather disturbances, and other factors. Please note that we do not offer a guaranteed Saturday delivery option at this time. Click here for more information on shipping methods and costs. PURCHASINGQ: Do I have to pay sales tax? A: State laws require that we charge applicable sales tax on orders shipped to addresses in California, New York, and Washington. Residents of these states will be subject to sales tax according to the appropriate rate charged by their State/Local Jurisdiction.
Q: Can I place an order over the phone? A: We do not currently accept telephone orders. However, you can visit our online Store Locator for a list of retail stores that may accept phone orders.
Q: I prefer not to shop online. What stores in my area have this product in stock? A: Please take a look at our online Store Locator for more information about stores in your area.
Q: How do I know if a product is out of stock on your website? A: If any item that you have ordered has become temporarily or permanently out of stock, this item will be removed from your order and you will not be charged for it. We do not offer a back order option at this time, but you should check the website periodically to see if your item is back in stock.
Q: How can I tell if my order was placed successfully? A: After you place your order, you will receive an e-mail confirming that we have received your order. It will include your order number, so please keep this e-mail for your records. At the end of the checkout process you will also receive an invoice with an order number and confirmation of your order. For more information, click here for information about your order.
Q: My order never arrived. What should I do? A: Please contact customer service at customercare@builtny.com or 212-227-2044 x404 so we can help locate your package as soon as possible. RETURNSQ: What is your return policy? A: We guarantee all merchandise sold by builtny.com. (Final sale items may not be returned.) Returns must be made within 30 days of purchase. In order to receive a refund, all products must be must be returned in the condition in which they were received, unused and undamaged, in original boxes whenever possible, and with all accessories to ensure a full credit. Click here to read our full return rules and restrictions.
Q: I received the wrong product. What should I do? A: Please contact customer care at customercare@builtny.com or 212-227-2044 x404 so we can send you the product you originally ordered, and provide you with shipping information for returning the wrong product. |
