Customer Terms

Below we have answered some of your most frequently asked questions.
If you cannot find an answer to your query or would simply rather contact us, then please do so at customerservices@crowndistribtors.com 

Do you have a product guarantee?
All our products on our website are guaranteed for seven days (unless otherwise stated) from the original date of purchase. This guarantee is against failure to provide reasonable wear and tear due to a defect in workmanship or materials. This guarantee only applies if the product has been used for its intended purpose and excludes damage caused by accident, neglect or abuse. Please contact us regarding any faulty products. 

What cards do you accept?
We accept Visa, MasterCard, Discover, and American Express. If you would like to pay by check please contact us.

Is it safe to order online?
The Scoopstick.com website facility uses an industry standard encrypted secure shopping cart service from Cybersource. This ensures that your shopping experience is 100% safe and secure.

How much is your delivery charge?
See web site for shipping charges.

How long will it take for my order to arrive?
We aim to dispatch all orders received by 12 noon on the same day and you should receive them in 5-7 working days. Due to delivery constraints and holidays this may not be possible. We do not guarantee delivery times. In the unlikely event that an item is out of stock, we will advise you and back order it for you and post it as soon as it is available. If the item is out of stock and further supplies are not readily available to us, we will cancel it from your order and then let you know by email.

Will my parcel need to be signed for?
No. All parcels are sent standard post and will not need to be signed for on delivery.

What if an item is damaged in transit or there is a mistake on the order?
If any goods are delivered which have been damaged in transit or are faulty, or incorrect according to the invoice, we must be notified within 5 working days of receipt. If we receive no such notice, it will be presumed that the order arrived in full and undamaged order.
If you are still having problems, please contact us be email at  customerservices@crowndistributors.com

I have just placed my order. Can I change my order?
If you email us your details one of our customer services team will contact you to let you know if it is possible to accommodate your request. If your order has been dispatched, you will need to return the goods once you receive them. We cannot guarantee that we will be able to make the changes you request.

Can I cancel my order?
If your order has not yet been shipped, you can request that the order be cancelled. If your order has been dispatched, you will need to return the goods in their original condition; there will be a restocking charge of $20.00 deducted from your refund to cover the original delivery cost, the cost of returning the parcel to us and our administration and warehousing costs.

Can I track my order?
We aim to deliver your goods to you in 7 working days after they have been dispatched. If they have not arrived within 7 working days, please login to your Scoopstick.com customer account and click on the “History of Orders” link to confirm that your order has been correctly placed. Make a note of your order details and get in touch with us. We will pursue the problem immediately.

I have received my order I want to return an item
If you would like to return an item, for whatever reason, you may do so provided we receive the goods within 14 days after the day you received them. You must tell us why you are returning the goods by in writing by email or fax to:-

Crown Distributors LLC
Fax: 310-943-0314 or by Email to customerservices@crowndistributors.com
When you tell us you are returning the goods, please give us the following information:

• Your order number to help us track your order;
• The number and description of the items you are returning; and
• The reason for returning the goods (e.g. because the goods were faulty and why).

We will replace all damaged/faulty goods with same where possible but do not guarantee replacement, when we are unable to replace the item we will issue a full refund. Where an item has be returned with no visible fault or because you decided you did not want it for whatever reason we will return monies paid less a restocking charge of $20.00 deducted from your refund to cover the original delivery cost, the cost of returning the parcel to us and our administration and warehousing costs. When returning any item please ensure that it is well packed and insured to the value of the product as we do not accept any liability while in transit. You should also keep the postal receipt until you are sure that we have received the item. If in any doubt regarding returns please contact us.

I have used my Scoopstick. Can I still return it?
Once an item has been used or the packaging damaged we will be unable to refund or exchange unless it is faulty. 

My item is faulty. Can I send it back?
Yes. Please contact us regarding any faulty products. We will need to send the product back to the manufacturer for assessment.

Do I have to pay to return the item?
If you are returning an item which is faulty, we will refund you the delivery cost of returning it. Please let us know the delivery cost when you return the goods. If you are returning an item for a refund or exchange, then cost of returning the item is your responsibility. Please retain a receipt as we may require it to action a refund.
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You have refunded the wrong amount
When we calculate the refund we take promotion price, vouchers and postage costs into account. If you feel the amount is wrong please contact us and we will correct any errors or explain the refund amount.

Why have you not refunded the delivery charge?
We only refund the delivery charge if:
• You have returned an item which is faulty.
• We made a mistake in the order.

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If after all that reading you are still "in the dark" then simply get in touch.