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The Hock Shop FAQ - Frequently Asked Questions |
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Have a question you don't see here? Email us! BILLING QUESTIONS Q1:) Why did my transaction not get approved? A1:) There are several possible reasons. Please verify that the following information is correct on the checkout form:
If you still have problems, please telephone us at 1-800-THE-HOCK. Q2:) How do I find the security/CVV2 code on my credit card? A2:) For Discover, Mastercard, or Visa, look on the right side of the signature block on the back of the card. There will be a group of 16 digits followed by or a group of 3 digits, or there will be a group of 4 digits followed by a group of 3 digits. In either case, the number you're looking for is the final 3 digit number. For American Express Cards, the code consists of four digits on the front of the card, usually in black, flat print, near the end of the full 16 digit card number. Q3:) What is the "Billing" address? A3:) This is the address to which the actual credit card bill is sent, and is used to verify your credit card for security reasons. If your credit card bill is sent to a different location than your order from us is being sent to, you must enter the address used by the credit card as your billing address. Q4:) Can you keep my credit card number on file, for future orders? A4:) No. Internet orders are processed automatically, so we don't receive any of the credit card information at all. Thus, we need to obtain credit card information from you in order to make changes to your order. SHIPPING QUESTIONS Q1:) How much do you charge for shipping, and what are my shipping options? A1:) There are several shipping options available. They are:
Please note that orders being shipped to Alaska, Hawaii, and Puerto Rico will be delayed by an additional 1-2 business days for all shipping options. Q2:) How late can I place my order for Next Business Day Delivery and still receive it on the next day? A2:) Next Business Day orders placed by phone and internet before 3PM Eastern Time will be shipped out the same day (holidays and weekends excepted). Q3:) Do you ship internationally? A3:) We ship to all APO/FPO boxes. We do ship to some other international locations; please telephone us with your specific request. Q4:) When does a "Business Day" start? A4:) As far as orders are concerned, orders received after 3PM Eastern Time are considered to have been received the following day. For example, if you place an order on Monday at 6PM Eastern for "Next Business Day Delivery", it will be shipped on Tuesday and delivered on Wednesday. Weekends and holidays are not considered Business Days when determining delivery time. Q5:) I need to have my order by a particular date or time. How can I make sure it gets to me in time? A5:) During the checkout process, there is a block for adding comments or special instructions. List any and all shipping requirements. Additional shipping charges may apply. ORDERING QUESTIONS Q1:) I can't find something I need to order. What do I do? A1:) In the top right corner of the pages in our online store there is a small text window with a button for searches. Click on the white textbox, then type in the name (or part of the name) of the item you're looking for and hit enter, and it should bring up a page of all items that match yuor search. If you still can't find the item, and it is during normal business hours (8AM to 9PM Eastern), please telephone us (1-800-THE-HOCK) and we can include it in your order. If it is after normal business hours, put a note in the "remarks" section found during the checkout process. You will need to call us the next day to give us your credit card information so you can be charged for the additional items. We will hold your order until we recieve your call, and we will add the items to your original order. Q2:) Do you have a paper catalog you can send to me? A2:) No. We do, however, have a printable price list and order form that can be saved on your computer or printed directly from our website. (Make sure you have enough paper before trying, though - the price list is just over 20 pages long!) Q3:) Can I change an online order once it has been placed? A3:) Of course, as long as the order hasn't been shipped yet. Requests for changes to orders must be made by phone between 8AM and 9PM Eastern Time (call 1-800-THE-HOCK to make changes). Changes may require a $1.00 processing fee. If your order has already been shipped, it will be necessary to place a new order for any additional items. Q4:) I clicked the "Send Order" button twice. What should I do? A4:) We usually catch this type of error, but to be sure that we do, please send us an email immediately (here) or telephone us as soon as possible during normal business hours (8AM-9PM Eastern Time, Monday through Saturday). RETURN AND EXCHANGE QUESTIONS Q1:) What is your return policy? Is there a restocking fee? A1:) For most returns, there is a $5 restocking fee. This fee is waived if the return is due to Hock Shop error, or a damaged or defective item. Only unaltered and unused items can be returned. Also, customized and personalized items (like Nameplates) cannot be returned. For our full Return Policy, click here. Q2:) Can orders for custom items be cancelled or returned? A2:) Except for mistakes which we make, custom or personalized items can not be cancelled or returned. Damaged and/or defective items will be replaced only with an identical item. WEBSITE, EMAIL, AND MERCHANDISE QUESTIONS Q1:) My email account has a junk mail filter. How can I make sure it's not blocking emails from The Hock Shop? A1:) Order confirmations are sent by e-mail automatically from tom_at_thehock.com. Any additional email correspondence will come from there, or from hockshop_at_comcast.net. Make sure that both of these email addresses are added to your "Safe List". Q2:) Where do you obtain the merchandise you offer for sale? Is it regulation? A2:) The items we sell come from several sources, depending on the item. Some come direct from CAPMart, other items come from the manufacturers who sell the items to CAPMart as well as to other retailers. Still other items come from manufacturers certified by the USAF to make insignia to wear on their uniforms. The remainder are made from samples obtained from CAPMart*. USAF uniform items are certified by the Air Force to meet their specifications, and this certification is noted on tags sewn onto the items. Other items, which are not CAP or USAF specific, are chosen based on their applicability and suitability for the CAP use for which the item is used. All items are guaranteed to meet your requirements. * Assembly and finishing to some items is done locally.
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