You are here: Home > General Policy FAQ

<<< Go Back

General FAQ:
What's TheCrossbowStore.com store location and hours?

We are located at

1434 Santa Anita
South El Monte, CA 91733

Our hours are Monday to Friday 9:00AM to 5:00PM PST.

TheCrossbowStore.com Store Location Map

Back to Top

How do I order from TheCrossbowStore.com?

TheCrossbowStore.com is secured and easy to use, which is why we are one of the favorite hunting stores for hunters in the US. Please visit our Order Info Page for more information.

Back to Top

What forms of payment does TheCrossbowStore.com accept?

All orders must be prepaid. We accept Visa, MasterCard, Discover, American Express, PayPal and Google Checkout. We can also accept a cashier’s check, money order or UPS COD/Money order. Personal checks will not be accepted. For credit card purchases, we only bill your card when we are ready to ship your order. There are a few circumstances such as special orders of a non- stocked items or drop shipments where we bill your card up front.Please include your credit card number, expiration date, the 3 digit security code (CVC) from the back of the card and name of card holder.

For international orders, we DO NOT accept credit cards without AVS. We only accept Paypal (Paypal confirmed address only), Wire Transfer (A $20 bank fee will apply), or Western Union. For more information, please check our International Order Page.

Back to Top

What is TheCrossbowStore.com's daily shipping cut off time?

Our daily cut-off time is 9:00AM PST. Orders placed after 9:00AM PST may not be sent to our shipping center until the following business day. If you need an Express order to be shipped the same day, please be sure to submit order before 9:00AM PST. All orders are processed on a first-come-first-serve basis.

Back to Top

When will my order be shipped and how long does it take to arrive?

Thank you for your business! All orders and payments are processed within 1~5 business days for in-stock items. A tracking number will be emailed to you. You can also check the status of your order by logging into your user account. Delivery time averages 1~7 business days based on the shipping address provided. Below is a detailed UPS transit time provided to us by UPS for you to estimate delivery time after a ground package leaves our warehouse.

TheCrossbowStore.com UPS Transit Time

Please note the processing and shipping time may be longer during Holiday seasons and after long weekends. For time sensitive packages that you need to have by a certain date, please consider using 2nd day, 3rd day or next day guaranteed delivery services. Note our daily order cut off time is 9:00AM PST.

Back to Top

Can you ship my order to "This Address"?

TheCrossbowStore.com ships world-wide wherever UPS / Postal Service ships.

All goods are sold out of our California warehouse and shipped via buyer paid & selected services.

TheCrossbowStore.com complies 100% with our local and federal law and regulations.

TheCrossbowStore.com cannot follow, update or be held responsible for your local laws and regulations.

Disclaimer: It is the buyer's responsiblity to acknowledge and obey your local law and regulations.

Please check our shipping policy page for more shipping information.

Back to Top

How do I place an International order with TheCrossbowStore.com?

For more information please visit our Internatitonal Order Page.

Back to Top

My credit card payment keeps getting declined, why is that?

If your credit card payment is being declined there might be an issue with the information being entered into our system. We recommend that you double check the card number or the billing address to ensure the proper information is being processed.

For card holder protection, TheCrossbowStore.com utilizes AVS (Address verification) to ensure all packages are shipped to the billing address of the credit card owner. If you want to ship to a different address, you will need to call your credit card provider and have them add your shipping address to the card prior to placing an online transaction.

If you have verified all the information is correct we recommend that you contact us directly and we will do our best to help resolve the problem.

Back to Top

What do I do if my items arrived damaged or defective?

We sincerely apologize for any inconvenience this might have caused. Manufacturers, distributors, UPS and other 3rd party mistakes are beyond our control. But please rest assured that Thecrossbowstore.com staff is here to help. Please visit our " RMA Return Form " page and complete the form. A senior TheCrossbowStore.com staff will review your case and contact you within 1~3 business days.

Defective merchandise is warranted and insured under the manufacturer’s warranty and insurance policy coverage. Please contact the manufacturer directly or call us for assistance in the event of a manufacture’s defective product. In order for a return to be accepted it must have prior authorization which includes an RA # on the outside of the box. For manufacture contact information please visit our manufacture contact list. We will happily offer our full assistance with your issue; however we are unable to issue a refund for defective merchandise unless it has been authorized from the manufacturer.

Back to Top

Why is TheCrossbowStore.com the best place to shop for Archery Equipments?

We understand your needs. We understand Archery and it is our goal to grow the sport of Archery with you in the United States. We educate, sample and support the manufactures all over the world to provide you the best factory support! TheCrossbowStore.com is the gateway of Archery products from manufactures to other retailers and you. This means you get the most updated news, fresh inventory, most direct support, newest versions of all the products, best technicians and more.

Back to Top

How do I place an online order with a gift card (generally designed for physical swipe transactions)?

For card holder protection, TheCrossbowStore.com utilizes AVS (Address verification) to ensure all packages are shipped to the billing address of the credit card owner. For gift cards, you will need to call your gift card provider to add your shipping address to the card prior to placing an online transaction.

*It is the gift card provider's standard practice to declined an online transaction due to AVS mis-match and they do hold your funds for 2~3 business days. To release the funds immediately, call the gift card provider. First 5 minutes on the phone they might inform you that the "pending" or "on hold" funds were "cleared" just to get you off the phone. Ask to speak to a manager, inform him or her that this is an "online transaction". Due to the policies of these companies we suggest that you request they release your funds immediately, otherwise you will have to wait up to two days.

Back to Top

How are backordered items handled?

Your transaction will show the total amount due on your order, including backorders. However, your credit card or account will not be charged for the backordered items until the goods are ready to ship. For this reason your credit card statement may not reflect the total seen on your transaction. The balance will be charged upon the completion of your order.

Back to Top

What are "Pre-Order" items?

Items labeled "Pre-Order" are items you can Pre-Order before goods arrive to our warehouse. A lot of rare / TheCrossbowStore.com exclusive items are paid for and made available to you because of our buying power. Pre-ordering allows you to reserve an item before it arrives to our store. Oftentimes popular items sell out the day they arrive so we recommend that you reserve the items you are interested in. We ship items on a first come, first served basis.

For more information, please visit PRE-ORDER page.

Back to Top

What are "Boneyard" items?

For more information, please visit BoneYard.

Back to Top

How do I qualify for free shipping??

Free shipping is available to the lower 48 US states on orders over $50.00. Shipping to Hawaii, Alaska, or any country outside of the US will have additional shipping charges applied. If you have any questions on shipping charges outside of the lower 48 states, send us an email at sales@thecrossbowstore.com or give us a call at 626-478-2268

*There might be a additional shipping charge for large, oversized items, such as targets, tree stands and etc...

Back to Top

I made a typo on my billing information and the transaction was declined the first time I tried to check-out. Two charges appeared on my account. What happened and what do I do?

For card holder protection. When a credit card attempt was made but declined (perhaps from a typo resulting wrong billing addresses entered), the following happens:

  • Our system declines the transaction and releases all funds immediately.
  • Transaction was canceled so you can try again with the correct billing information matching what your card issuer has on file.
  • Most card issuers (your card issuers), will hold the funds for 24~72 hours excluding weekends before they release the authorizationť as their standard practice and procedure. Why? We do not know.
If you cannot wait 24~72 hours and wish to have the authorization released immediately. Please do the following:
    Call you card issuer and request for them to release the authorization. Note: Most customer service representatives at the card issuer will tell you that it is a “normal charge”. Please make sure you inform them that this is an “online declined transaction”. If you feel you are not receiving the results you are looking for please ask to speak to a supervisor and they should be able to further assist. They may ask to have a 3-way call with Thecrossbowstore.com and a member of our customer service support team will gladly help provide any information we can.

    Back to Top

What is a spoof email and how to protect your identity?

How to protect yourself? Follow these general rules of the thumb. NEVER input your password on the internet from a email's link or pop up windows. Spoof emails generally have a familiar made-up sender. If you did, change your password immediately.

What is a spoof email? Spoof emails are emails sent by 3rd parties attempting to trick you into providing your personal and billing information over the internet. The links you click on will look identical to your bank or paypal's website, only with a different URL. Spoof emails are generally sent with familiar made-up identities such as paypal, your bank or online merchants such as TheCrossbowStore.com or Wal-Mart.

Please note that TheCrossbowStore.com and staff will never email you asking you for your bank or paypal account information. If there is a need to provide any personal info, you should call us directly at (626)478-2268. Or email us directly at sales@thecrossbowstore.com

Back to Top

Do you have a military support program?

Yes, we do. Please check our military support program page