Return, Refund, Shipping, and Cancellation Policies
Refunds and Cancellations of Subscriptions
All subscriptions are billed on an annual basis, but you may cancel a subscription at any time. If you cancel within the first 30 days of signup, you will not yet have been charged, and the pending charge to occur at the end of the trial will be cancelled. In other words, the first 30 days after signup are considered a free trial period and there is no charge for the free trial period.
Once your paid subscription period begins, if you cancel within the first 14 days of this period, you will receive a full refund. Neither full or partial refunds will be provided after 14 days from the date of payment. To cancel your subscription, click on the “Cancel Subscription” link on the “My Numbers” page of the Pirate Porthole. Please allow 30 days for your refund to be processed. Refunds are only provided as credits to the credit card or PayPal account that was used to pay for the subscription.
If you have a subscription for more than one number, and choose to delete one or more numbers from that subscription, you are “downgrading” your subscription. When downgrading, you will be provided with a prorated credit for that number(s), for all unused months. To delete one or more numbers, click on the link on our “Help!” page entitled “Get Customer Service Help”, and be sure to provide the number(s) that you wish to delete. Refunds for downgrades are not provided for subscriptions of only two lines. Such prorated refunds are only provided when downgrading from a subscription with 3 or more lines.
Returns, Refunds, Exchanges of Merchandise
What items may be returned?
You may return most unopened items purchased at our Online Store within three weeks (30 days) of the original delivery. We cannot accept returns of items that have been damaged, worn, or soiled. All clothing tags must still be intact. Items must be in a condition suitable for resale.
What if an item is defective or is not what I ordered?
In the rare case that your shipment contains a defective item or we accidentally sent you the wrong item, we will ship you a replacement at no charge and credit the cost of your return shipping charges once your return is received. If you don’t wish to receive a replacement item, we will credit your account for the merchandise amount. Please include all original packaging and a brief note explaining the defect, or indicate on your receipt the item shipped in error.
How do I return an item purchased from the Online Store?
We will pay return shipping costs if the product is defective or the return is a result of our error. If the item is returned for any other reason, you are responsible for return shipping costs and may be charged a $5 restocking fee per item. Returns must be shipped prepaid. We recommend using UPS or FedEx over USPS so that you have tracking and delivery confirmation. Use the “Return Request Form” on our “Help!” page to submit your request. Unauthorized returns will not be accepted. We will credit your charge account within 7 days of receiving the returned item.
Merchandise is shipped within the Continental United States Only. You will be responsible for paying for your own shipping costs for returning your item (s).
You MUST complete a Return Request Form first (see Help! )