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| FAQ |
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I placed an order, but my credit card hasn’t been charged. Why not?
Once you click the “charge my card” icon on the check out page, your card will be authorized for your order, but it may be up to 48 hours before the order will actually be processed. We will only charge your card once the order is ready to ship. Typically it will take an additional 24 hours for the charge to appear on your card, although it will sometimes appear almost immediately, depending on a number of variables.
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How fast are orders processed?
Is there a way to get even faster service? Orders are processed within 48 hours of receipt at the store via email. Typically you will receive a confirmation email from us within 24 hours, but it may take up to 48 hours, depending on how busy we are at the store that day. For faster response time, I recommend you call the store directly at 212-243-5358.
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I need a large quantity of something I see on your site. Is there a discount for bulk purchases?
That depends a great deal on what you are ordering and what your quantities are. Call the store or email us with specific information (item#, quantities, required delivery date).
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Do you ever have sales? Are your prices negotiable?
We have several sales every year. Every year after Christmas we have a “We Hate Doing Inventory” Sale, typically on leftover holiday items, although sometimes on other items that we have too much stock on. Our Anniversary Sale is on November 6th to November 8th, and is the only storewide, nothing held back sale. We always try to have all our holiday items out in time for the sale as well, so you can do your holiday shopping early and get it at a nice discount. We periodically have smaller, clearance sales on product lines we are discontinuing, but these sorts of sales are impossible to predict in advance. The best way to find out about such sales is to be on our email list. Typically, unless an item is damaged, our prices are fixed and non-negotiable. We try hard to keep our prices fair and competitive, but in order to be fair to everyone we keep the prices set as marked.
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Is everything in your store also on your site, and is everything on the site also on display in the store?
Unfortunately, not everything in our store can be sold online – some of our suppliers do not allow us to sell their products online. Some of our product, especially the larger pieces of art, does not lend itself to online purchase; although it may be shown on the site, it can only be sold in the store. Conversely, there are some suppliers that are happy to have us list all of their products on our site, for internet sale only, so that we may not have their items in stock in the store itself but because of our relationships with these companies we can offer you access to their wonderful products.
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Where do you get your products from? How do you select them?
Arcadia typically has items from more than 60 countries on 6 continents at any given moment on display in the store. As I frequently joke with customers, if I could afford to travel to all the countries I buy from, I wouldn’t need a store! I have a set schedule of trade shows that I go to every 6 months, including Atlanta, LA, Toronto, Philadelphia, Baltimore, Las Vegas, and less frequently (unfortunately!) Frankfurt, Germany and Paris, France. I also occasionally go to Israel, which because I have visited many times, I know where to shop for the many items I need there without a trade show to attend. I hope one day to get to visit even a small portion of the countries I buy from and to visit the communities from which our incredible products come.
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I am not sure what skin care products to buy for myself or as a gift for someone else. Can you help me chose the right products?
Most definitely. We are very good at helping people sort through the many different options. It is of course easiest and best to help someone with skin care questions in person where we can see your skin, but even without seeing you, we can generally help you come up with a successful skin care regimen for yourself or someone you love.
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Can a gift certificate purchased in the store be used on the website?
Unfortunately, not yet. We hope to be able to enable that in the future, but we currently have no method for entering gift certificate numbers into the website and having the website verify the validity of that gift certificate prior to processing the card. We are working on a solution to this though!
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I got my delivery but it’s damaged. What do I do?
OUCH! We are so sorry – we try really hard to make sure everything is packaged carefully before it is sent out, but nonetheless, these things do happen. It is vitally important that you contact the store immediately. Damage claims must be placed within 72 hours of delivery or the insurance expires. Be sure to save all packaging materials, since we will probably need to get the product back from you in its original packaging.
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I am concerned because I haven’t gotten my delivery yet. Where is it?
We use Fed Ex Ground, which allows you to track your package en route from the store to you. Along with your confirmation email, you should have received an email from Fed Ex notifying you of the shipment. There is a tracking link in that email – simply click it and you will have the latest information available on where your delivery is. If you have accidentally deleted that email or never got it, feel free to email or call the store; we can track it for you.
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I don’t know what to get as a gift for someone. Can you help me?
We are delighted to help you chose the perfect gift for virtually anyone on your gift list. In fact, I was even interviewed on HGTV on how to choose the perfect gift for an impossible person, and I chose such a perfect gift for the interviewer’s brother that he purchased the item I recommended in real life, not just for the TV audience.
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What does Arcadia mean?
Arcadia is a region in Greece reputed to be the birthplace of the Greek gods. It was considered a simple, pastoral place – heaven on earth. We like to think that our Arcadia has a touch of that feeling too.
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Are there Arcadia stores close to me?
Arcadia has only one store, in Chelsea in New York City. While the name has been used quite a bit for businesses related to nature and beauty, we are the only Arcadia store like this that we know of.
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I have a product I think would be perfect for Arcadia to sell. How to I submit it for your review?
Great! Thanks for thinking of us. Some of our coolest products have come from customer suggestions and referrals. I have a very straightforward process which has served us well over the years. The easiest way is to simply email us at info@arcadianyc.com with as much information as you have available. Don’t forget to include wholesale prices and your contact info!
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I am raising funds, seeking advertising or looking for donations of product/services to support a non-profit organization. How do I solicit your support?
Email info@arcadianyc.com with information about any requests for donations, advertising or any other business opportunity you feel appropriate. I will respond as soon as possible.
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What does Arcadia do to reduce its impact on the environment?
We have earned a 4 star rating (the highest possible) from Greenopia’s Green Guide by paying close attention to our environmental footprint. Arcadia’s electricity is 100% wind power, our gift boxes, tissue paper, shipping boxes and packaging materials are all either recycled or reusable. We have a carefully programmed thermostat in the store and use LED and florescent lighting throughout the store as much as possible to minimize our electrical usage. All our garbage is sorted and recycled as much as possible.
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Do you ship to Hawaii, Alaska, the US Virgin Islands, or overseas?
YES WE CAN! We have integrated Fed Ex into our website so we can now ship effectively almost anywhere on earth that Fed Ex can ship to. That said, please be advised that the recipient is responsible for any and all import duties, customs fees, and any laws restricting the importation of any items.
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What credit cards do you take?
Arcadia accepts Mastercard, Visa and Discover Cards as well as debit cards with a Visa or MC logo.
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Return policies
We're very sorry if you don't like something you ordered from us. Please pack it up carefully and ship it back to us using Fed Ex or UPS so that it is trackable and be sure to insure it for the full value of the items to be returned. Upon receipt of the item if it is in original, saleable condition, we will issue you a credit receipt for the full value of the product, usable either on our website or in our store. Please note that the cost of shipping will not be refunded.
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Do you gift wrap, and how much does it cost?
Yes, we gift wrap, and its free! Just give us instructions in the comments area (such as, “please wrap the Votivo candle, the soap and the CD together as one gift and label it for Tom, then the Thymes Limited candle, the incense and the book for Susan”. Items will either be wrapped in our signature sage green tissue paper with the Arcadia seal and a beautiful green ribbon bow or if needed, placed in our recycled cardboard gift box with the Arcadia seal and ribbon. We will then place a removable sticker on each item so you know exactly what it is. And yes, all that is free! We also offer fancier gift wrap paper in the store for a nominal charge which we plan on offering very soon online as an option during check out.
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I want to surprise someone with a gift from Arcadia. Can I ship something anonymously to someone else?
Unfortunately, in this day and age we can no longer ship items to a third party without identifying who the gift is from. We used to do that and got several extremely upset recipients berating us for needlessly frightening them; that’s the last thing we want to do, so your name will have to go on the shipping label, as “a gift from….”. At least the gift itself will still be a surprise!
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Can I buy something online and pick it up at the store?
Yes. Please be sure to check the “pick it up” option during check out so you will not be charged for shipping. Orders will typically be available for pick up 48 hours after processing; if you need something on the same day just call us directly at 212-243-5358 and we can usually get it ready for you in just a few minutes.
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Can you deliver my purchases the same day in Manhattan?
Probably, but you will have to call the store directly at 212-243-5358. Orders placed online will typically be available for delivery 48 hours after processing. We use a messenger service for deliveries within Manhattan; unfortunately, we do not have enough employees to make deliveries to even the most immediate locations.
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What does the “fair trade” icon mean?
All products listed as fair trade on arcadianyc.com are certified fair trade by the independent Fair Trade Federation, which goes to considerable effort to verify that all products using its certification conform to their regulations. Specifically, fair trade certified products must; not be made by prison or slave labor or by children unless it is part of an educational program in a school setting, the workers must have the right to unionize and be paid a living wage for their community, the working environment must be safe and secure and production must be environmentally friendly, and the artisans and artists who do the actual work must make a good percentage of the profit from sale to Western markets.
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What does the “green product” icon mean?
All products listed as “green product” on arcadianyc.com are, to the best of our knowledge, made with protecting the environment in mind. This can be accomplished in a number of different ways, depending on the item; recycled materials, local manufacturing, fair trade certified product, or in the case of candles, non-petroleum based waxes such as soy or beeswax.
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