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Guest Services: Guest Support

Q: I'm looking for a specific item, but I don't see it online. Can I still get it?
A: The bad news is that if an item isn't pictured online, it is not available at this time. We are constantly receiving shipments in online and at our local stores. If the item isn't available online, then check out your store locations, for estimated restocking dates on seasonal items click here.
Q: My tracking information shows my order has been delivered but I have not received my package.
A: If you chose economy shipping, please contact your local post office and ask to check their notice left shelf for your package. If in a community style neighborhood please check your parcel locker. Some designations may have to pick-up there order at their local post office. Click here.
Q: Can I cancel or make any changes to my order after it is placed?
A: Our first priority is to ensure that your items are shipped in a timely manner. For this reason, we are unable to modify or cancel your order once it has been submitted. If you still do not want your item when you receive it simply refuse the package /return to sender. Once our warehouse received it your purchasing card will be credited. Please be aware, shipping charges are non-refundable.
Q: What are the details of the current shipping promotion?
Offer valid on newly placed orders on Spencersonline.com only. $4.99 flat rate shipping on orders over $39 in merchandise (net of discounts and before taxes) with use of promo code SHIPIT. Orders must ship via the "Economy" method to qualify for the flat rate shipping offer.  Valid on orders shipped to the United States only. Offer excludes Canadian and APO/FPO shipments; express shipments and international orders as well as orders to Alaska, Hawaii, and Puerto Rico. Oversized shipping charges may apply on select items. Not valid with other discounts or special offers; only one promotion will be applied per order.
Q: The $4.99 shipping promo code didn't apply to my order even though I spent over $39 dollars.
A: The shipping promo will be applied to Economy shipped items only.  Click here for further details.
Q: My coupon code doesn't work.
A: Our valid discount codes are usually found in our promotional emails (sign-up form is at the bottom of our webpage) and on our Facebook fan page. Any discount codes found on coupon sites are most likely invalid. Details on how to use a value discount click here.
Q: When will I receive my order?
A: Order typically take 1-2 days to process then depending on the shipping method you choose additional days to deliver.
After placing your order, you are presented with an estimated delivery date and emailed your order & tracking information. Please click here for more details on arrival times.
Q: What is my order status?
A: You can enter your order number and zip code on our Order Status page, or the My Account page. There you'll be able to check the order status, view your shipping information, and track your order.
Q: Why haven't I received all the items in my order?
A: Depending on the type, availability, or location of an item, some may need to ship separately, Click here for details.
Q: My lava lamp arrived today, but it's so cloudy! What do I do?
A: This can be cured with a little time and patience. Please let the lava lamp run for 7 consecutive business days, for 8 hours a day. Please take proper care of your lamp to ensure peak performance. Click here for details.
For information on specific products or topics, please see the links below: