FAQs

Table of Contents

1. How to place an order

To place an order, follow the instructions below: 

1. Navigate to pointsoflightstore.org and select the “Shop now” button.   
2. Choose an item and select “Add to cart”, “Buy with Shop Pay”, or select “More payment options”.  
3. Once the item has been added to the cart choose “continue shopping” or “Check out”.  
4. At check-out set up an account by entering an email address, phone number, ship to address, and choose the shipping method. The shipping method is US Flat Rate and the cost for shipping is based on the delivery address (note: production and shipping times vary by product and delivery location).  
5. Choose the payment option. We accept Visa, Master Card, American Express, Discover, and more.  
6. You can also choose “Check out as guest” if you do not wish to set up an account. Enter an email address or phone number, and shipping address.  
7. Select “Continue to shipping” and select the shipping method. 
8. Choose “Continue to payment”. Add your credit card information. You can also check the “Remember me” box to save your information for faster checkout.  
9. Choose “Pay now” to submit the order for processing. An order number will be generated, and an order confirmation email will be sent.  
10. You will also receive an email update once your order ships, with a tracking link to see when it will arrive. 

2. How to cancel an order

To request to cancel an order contact us by chat, email us at support@pointsoflight.org, or we can be reached by phone at 404-979-2900  within 48 business hours of placing the order. After 48 business hours, an order cannot be canceled. 

3. What is the refund policy?

A refund can be issued for an entire order or for part of an order. A refund will be issued if: 

  • The order was processed incorrectly by our Online store. 
  •  An item was received damaged, defective, or of lesser quality than advertised.  
  • An order cancellation request was received within 48 business hours of the placing of the order.  

If the item was delivered it must be returned within 14 days prior to the issuing of the refund. Allow up to 10 business days for the processing of the refund. To request a refund contact us by chat, email us at support@pointsoflight.org, or we can be reached by phone at 404-979-2900. Provide the email address used to place the order and the order number.   

4. What is the shipping timeframe for an order?

All orders ship US Flat Rate by USPS and are delivered within 5 – 9 business days. 

5. How to change the shipping address after an order has been placed.

To request a change to the shipping address, contact us within 48 business hours of placing the order. Contact us by chat, email us at support@pointsoflight.org, or we can reached by phone at 404-979-2900. 

6. Order confirmation email notification not received.

To request having an order confirmation resent, contact us by chat, email us at support@pointsoflight.org, or call us at 404-979-2900.

7. How to return an order.

To return an order provide us with the email address used to place the order and the order number.  Also, include pictures of the item or items being returned.  An order can only be returned if: 

  • The order was processed incorrectly by our Online store. 
  •  An item was received damaged, defective, or of lesser quality than advertised.  

Email your request to support@pointsoflight.org. Allow up to 10 business days for the processing of the refund.  

8. How to track an order.

An order can be tracked by email or text (if you opted into text at the time of ordering). Email notifications are sent with an order status at various intervals.  

The statues include: 

  • Confirmed – an order has been created and processing is pending. 
  • On its way – the shipment is in transit. 
  • Out for delivery – soon to be delivered. 
  • Delivered – arrived at the shipping destination. 
  • Attempted delivery – the carrier attempted to deliver the shipment to the destination address but was unsuccessful.  

9. What happens if an order is returned undelivered because of an incorrect shipping address?

If an order is returned as undeliverable by USPS because of an issue with the address, you will be responsible for paying the cost to have the order re-shipped. To pay for the reshipping of the order an email will be sent to you from our billing service “Stripe”. After the reshipping cost has been paid the order will be resent. You will receive a follow-up email with the tracking details and tracking number. 

10. What happens if an order was not received or lost in transit?

Contact us by chat, email us at support@pointsoflight.org, or call us at 404-979-2900. Confirm that your shipping address was correct and review the tracking information to ensure that it does not show the order was delivered. If it shows that the order was delivered to the correct address, also contact USPS for additional assistance.

11. Are the items in the Points of Light online store eco-friendly?

Yes, our items are eco-friendly. Our eco-friendly product collection consists of items made of at least 70% organic or recycled materials, or a mix of these materials.