Welcome to Purple Culture Customer Service. How can I help you?
Welcome to the online customer support center of PurpleCulture.net ! We hope you have a very nice experience shopping with PurpleCulture.net. If you can't find the answer to your question below, please email us at purple@purpleculture.net and we'll be happy to help.
How To Order
- Adding an item to shopping cart
- Updating shopping cart and checking out
- Problems with Shopping Cart
- Confirmation of order
- How to track my order status?
- How to change or cancel my order?
- What happens if my requested item is out of stock or no longer available?
Payment Questions
- What currencies do you accept?
- What methods of payment do you accept?
- How do you protect my credit card information?
- Do I have to create an Paypal account to make payment?
- I have a PayPal problem
- What happens if my credit card declines?
Shipping & Returns
- When will my order be shipped?
- I placed my order over the weekend. Why hasn't it shipped yet?
- What are my shipping options?
- How is the shipping cost calculated?
- When will I receive my order?
- How do I track my package?
- What is required to replace or return an item?
More Information
How To Order
You can follow the easy steps to shop with PurpleCulture.net.
Add to shopping cart --> Update shopping cart / Check out --> Order Confirmation --> Track Order Status
Adding items to shopping cart
To add an item to your shopping cart, simply click on the "Add to Cart" button from the product catalog or product description page. You will be directed to your shopping cart to confirm purchase quantities and amount. Gift wrapping service is provided for "Chinese Arts and Crafts" category. You can select whether you want gift box and wrapping services for this item (default is No).
Updating shopping cart and checking out
To view the ordered items in your shopping cart, you can click the "Cart/Checkout" button in the upper right corner of each page. All the items added to your shopping cart are listed here. Make sure the number of items, and your shipping option are correct.
A: Contains information about the total number of items in your shopping cart and the total amount of your order (inclusive of the shipping charges).To change order quantities, simply enter a desired number on the "Qty." box next to the product. To remove items from your shopping cart, click the trash button next to the product. Click "Update My Cart" button or click your mouse anywhere on the page to complete modification.
B: Change your shipping option by click on the shipping method you preferred
C: Once you're done with your shopping, please click the 'Checkout with PayPal' button.
Problems with Shopping Cart
Our Shopping Cart requires that your web browser accepts cookies. A cookie is a small piece of data which is sent from a web server to a web browser and stored locally on your computer. Our Shopping Cart uses cookies to maintain the contents of your Shopping Cart before you Checkout.
If you experience problems with adding items to our Shopping Cart, try the following:
- Make sure your web browser is set to accept cookies. For help with this check here.
- In rare cases, it is possible for you to still have problems adding items to the Shopping Cart even if your web browser is set to accept cookies. To correct this problem please delete your cookie file. For help with deleting your cookie file check here. We apologize for this inconvenience. We are working on narrowing down the cause of this infrequent issue.
- Or you can just send the book title or URL to purple@purpleculture.net, a member of our customer support team will be happy to help you.
Confirmation of order
If your order has been placed successfully, you will see a 'Thank you for your order' message on your screen. You will receive an email receipt from PayPal for this transaction that confirms the payment and includes a copy of the payment details. Our staff will send you an email with a reference number to confirm your order after receiving your payment.
How to track your order status?
You can use the reference number we sent you in the confirmation email to track your order status. To do that, you need to provide your reference number and effective email address in order to access the order tracker system through the "Order Tracker" button in the upper right corner of each page. We will also send you email notifications when your order status changes.
How to change or cancel my order?
If you need to change or cancel your order, please email our Customer Service at purple@purpleculture.net at the earliest time after you place the order. We can only accept order modification or cancellation requests before your order has been confirmed. Be sure to include your name and order number in the email requesting changes to your order. Our Customer Service representatives will tell you how to re-order as desired.
What happens if my requested item is out of stock or no longer available?
We make every effort to make our product catalog up to date. However, due to the large volume of products, it happens sometimes when an item you ordered is temporarily out of stock or no longer available. If we can not fill your order after checking the availability of the item with partner sources, we will send you an email notification and refund you for the unavailable item after obtaining your approval. The remainder of your order will be shipped to you as normal transaction.
Payment Questions
What currencies do you accept?
We accept multi-currency payment. Currently we accept three different currencies: USD, EUR and GBP. Before you check out products at your shopping cart, choose a currency you prefer to pay with from the "Currency" dropdown list. Total amount of your transaction will be automatically updated. Continue to check out with the secure PayPal gateway.
What methods of payment
do you accept?
We gladly accept any credit and debit cards with the VISA, MasterCard, or American Express logo on it. We also accept Paypal payments as an alternative to paying by credit card.
How do you protect my credit card information?
By never having it. We use PayPal's secure payment interface, and
ONLY PayPal has your credit card or bank information. They do not give it to
us.
Do I have to create
an Paypal account to make payment?
No, using the Paypal Payment Express, you can pay by credit card without
signing up for a PayPal account.
I have a PayPal problem
Sorry, you will need to address those issues to PayPal unless we are directly involved. We cannot intercede for you.
If you cannot make or use PayPal for some reason, we will accept checks or wire transfers.
What happens if my credit card declines?
If we are unable to authorize a charge through Paypal, we will cancel
the order and send an email to you to inform you of the status of
your order. You may then go online and place the order again, correcting
the credit card information or using a different card.
Shipping & Returns
When will my order be shipped?
Turnaround time varies, but we normally ship orders within 3 business
days from the day your order was placed. The only exception to this
is if you chose an item that is not immediately available for shipment
or during a time of an unusually high volume of orders. Purchases
are processed in the order they are received. There are circumstances
when the popularity of an exclusive item will cause a high volume of
orders to be received, slowing the processing time. During these
rare times, processing can take up to 5-7 days before your order is
shipped. In that case, our staff will contact you and tell your
the progress.
I placed my order over the weekend. Why hasn't it shipped
yet?
Orders are processed and
shipped from Monday to Friday.
All orders that are received, processed and
finalized before noon on Friday (Hongkong Local Time, eight hours ahead of Greenwich Mean Time) will be shipped
the same day. If the order is finalized after
that time, your order will be shipped out promptly
the following Monday.
What are my shipping options?
We provide air mail and express delivery to countries worldwide. Shippping cost is calculated based on weight, size and destination.
To find out when you'll receive your order based on the shipping method you select, see "When will I receive my order?" below. We recommend that our overseas customers choose Express Delivery. This method offers speed, safety, package tracking and insurance.
How is the shipping cost calculated?
Purple Culture offers several different shipping methods to meet your delivery needs. We calculate our shipping cost for each shipping method based on the weight of items you order and your location. Your shipping charges are automatically calculated and displayed in shopping cart page strictly according to the latest postage rates of the delivery providers.
Purple Culture is always trying to bargain with the delivery providers on behalf of our customers to achieve the lowest postage rates. Currently postage rates that these delivery providers offer to Purple Culture are 50%-60% lower than they provide to others. Besides, remember the more items you purchase , the lower the average shipping cost would be.
When will I receive my order?
The shipping time depends on your location and shipping method
you select. The estimated shipping time is as follows:
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How do I track my package?
Once your package is shipped, you will receive a notification email from us. In the email, we will give you instructions on tracking the status and location of your package through the shipping company's online tracking system. Up-to-date tracking of delivery status is only available with Express Shipping.
What is required to replace or
return an item?
We accept returns and exchanges within 7 days of delivery clearing. If for any reason you are not completely satisfied with the products you purchased from us, please contact our customer service representatives as early as you receive your package. Unauthorized returns will not be credited. We will arrange return or refund of your money only if the return or exchange is a result of our error. All returns must be unused, in original packaging with all accessories. CD, VCD, DVD, cassette, software returned will be only for exchange. We are not responsible for the return shipping cost. An exchange or refund will be issued after we receive the returned products. We can refund purchase charges if the returns are a result of our error. Shipping charges on non-defective returns are not refundable.
More Information
What if I cannot find the item from the listed products on your website?
If you are not able to find the item you want from the listed products on our website, don't worry, we'll help you find it. Fill out the form on "Help You Find" page, our representatives will contact you to confirm the availability of your requested item within 24 hours.
What is Bulk Order Discount at PurpleCulture.net?
We gladly accommodate schools, bookstores, or faculty members that need large quantities of Chinese learning materials. Our bulk order discount is up to 15% with a minimum purchase of 5 of a particular book or 20 assorted books. For more details, please refer to http://www.purpleculture.net/BulkOrder.asp.
If you cannot find the answer to your question from the Online Customer Support Center, please email us at purple@purpleculture.net, our representatives will make every effort to respond to your message within 24 hours.
