FAQ's

We have tried hard to design our website to be as easy and functional as possible. However there are always unanswered questions or maybe you just like to find the answers you are searching for listed in one trouble-free place. You can always feel free to contact us if you can’t find what you are looking for.


Shopping

Payment Information

Stone Mountain accepts the following forms of payment:

  • Visa
  • MasterCard
  • American Express
  • Discover
  • Stone Mountain eGift Certificates

At this time we do not accept the following:

  • Paypal (we are working on this for you)
  • Giftcards issued by American Express, Visa, MasterCard, Discover
  • Personal Checks
  • Money Orders
  • Credit cards issued to banks outside of the United States

Gift Services

Purchase a www.stonebags.com eGift Certificate

The perfect last minute gift! Online eGift Certificates may be purchased from stonebags.com by clicking on "eGift Certificates" in the bottom navigation bar. Only redeemable on www.stonebags.com.

  • eGift Certificates can be purchased in incremental amounts from $25 up to $500 (whole dollars only).
  • Emailed within 24 hours of purchase
  • Activated immediately
  • eGift Certificates are purchased, sent, and stored electronically so you never have to worry about losing them. Please contact us if you do lose your information so we can help you retrieve it.

Redeeming a www.stonebags.com eGift Certificate

Redeeming your eGift Certificate is easy:

  • Enter your eGift Certificate code on the payment page and click “Apply”.

Rules and Regulations for eGift Certificates

  • They can only be purchased and redeemed at stonebags.com
  • eGift Certificates are activated and ready for use immediately after you receive email confirmation.
  • If the balance of the eGift Certificate is greater than the order total, the amount will be deducted and the remaining balance can be used towards a future purchase.
  • If the balance is less than the order total, you will be prompted to enter payment for the remaining balance through Visa, MasterCard, American Express, or Discover.
  • eGift Certificates are non-refundable, non-transferable, and not redeemable for cash.

Checking eGift Certificate Balance

You can check the balance of your eGift Certificate by clicking on MyAccount on the top navigation and clicking Check eGift Certificate Balance. Enter your eGift Certificate code and click Check Balance.

Gift Packaging

Unfortunately at this time we do not offer gift packaging/wrapping. However we do have a gift message box so the recipient can receive a personalized message from you.

Shopping Bag

It is important to know that your shopping bag will not reserve the actual inventory on your order until the checkout process is completed. On occasion, items in your shopping bag can become "out of stock" before the checkout process is completed and will be removed from your shopping bag. This may occur on items with low inventory, such as sale merchandise with only 1 or 2 items left in stock.

Shipping

When will my order ship?

We do our best to ship out orders within 1-2 business days of receiving approved orders.

When will my order be delivered?

Pending order confirmation and credit approval, orders placed prior to noon EST will arrive as specified below. Saturday and Sunday are not considered business days.

Standard Ground: within 8 business days
2-Day Service: within 3 business days
Standard Overnight: within 2 business days

What will it cost to ship my order?

UPS Ground: $4.95 (for orders under $50)

UPS Ground: $9.95 (for orders over $50)

UPS 2Day Air: $14.95

UPS Next Day Air: $19.95

Hawaii and Alaska UPS Ground: $19.95

Do you ship outside of the United States?

Unfortunately we do not ship to international addresses at this time.

By which carrier will you ship my order?

Stone Mountain ships via UPS. Deliveries are made Monday through Friday only (holidays excluded).  Unfortunately we do not ship to international addresses at this time. Shipping is restricted to the continental United States, Hawaii and Alaska. See details at Shipping.

Why was my order cancelled?

Items may occasionally be cancelled by our system if there was an issue with the order or in low-stock situations. If an item is cancelled, you will receive an email notice that will explain the reason for the cancellation. You will not be billed for any cancelled items.

Can I ship the items to an address other than my own?

We can ship to any address you would like within the United States. For your convenience be sure to register with www.stonebags.com and store your ship to addresses to quickly send gifts to family or friends.

Returns

How can I return an item if I am not completely satisfied?

If you purchased your product through stonebags.com and wish to return your order, please follow the instructions under Returns in the Customer Service section of this website.

How long will it take to receive credit for my return?

Please allow 7-10 business days from the time your item(s) is received by our warehouse to obtain credit. Keep in mind it may not show up until the next billing cycle on your credit card.

If I buy a gift for someone can they return the item(s) and receive a credit?

Gift recipients who return an item will be issued a stonebags.com eGift Certificate. The gift recipient will receive the eGift Certificate within 7-10 business days after the item(s) is received into our warehouse, provided that an e-mail address is included on the return form.

Do you offer price adjustments?

If your item goes on sale within 5 days of purchase, you may request a one time price adjustment for the difference between the current sale price and the price you paid. To request a one-time price adjustment, please e-mail us at info@stonebags.com within the 5-day window. There are no adjustments on final sale products.

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Merchandise/Care Tips

How can I care for my new Stone Mountain item?

Leather care can extend the life of your Stone Mountain product. Here are some helpful tips on how to protect and treat your purchase:

Always test any cleaning on a hidden or inconspicuous area first! Always blot, never rub as rubbing may spread and deepen the spot! Do not apply heat to stains!

Spots, Spills and Stains

Blot out all excess liquid with a clean cloth or sponge. Let the leather air dry. If using a leather cleaner use product as directed on label.

Dust and Dirt

Do not wash your leather product with water or any other chemical product. First wipe with a soft, damp cloth then wipe with a soft, dry cloth.

Pencil, Ink Marks, Grease, Oil

Gently use an eraser for slight pencil marks. Ink marks, grease and oil are not removable and should be left alone.

Heat, Sunlight and Rain

Prolonged exposure to heat and/or sunlight may dry out the leather, causing it to lose its feel and/or fade the color. If your leather product gets wet, dry with a dry cloth and allow it to air dry.

The slight variations and marks that may appear in the leather are due to the inherent natural characteristics and are not imperfections. Our leathers are treated with a natural finish in order to maintain their natural beauty.

Stone Mountain Guarantee

We fully guarantee products purchased through www.stonebags.com for up to 60 days. Please email us at info@stonebags.com for further information.

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Website

We designed the Stone Mountain shopping areas to provide the easiest and most efficient shopping process for our customers.

How can I use your Shop By feature to refine my search?

You can now search for products by the following features:

Style: Bucket, Hobo, Satchel Shoulder Bags, etc. Click on a style box to narrow your search options. If you decide you do not want a specific style chosen, be sure to unclick the box. You can click on multiple boxes at one time depending on availability.

Collections: View the names of our current offered Collections. Click on a Collection box to narrow your search options. If you decide you do not want a specific Collection chosen, be sure to unclick the box. You can click on multiple boxes at one time depending on availability.

Size: By popular request to help our customers better determine the size of the bag XS, S, M, L, XL. Click on a size box to narrow your search options. If you decide you do not want a specific size chosen, be sure to unclick the box. You can click on multiple boxes at one time depending on availability.

Color: We offer swatches of 14 basic colors. Individual items will then have color swatches that are specific to the colors offered for that item. Click on a color swatch to narrow your search options. If you decide you do not want a specific color chosen, be sure to unclick the swatch. You can click on multiple swatches at one time depending on availability.

Price: Click on a price box to narrow your search options. If you decide you do not want a specific price chosen, be sure to unclick the box. You can click on multiple boxes at one time depending on availability. Or you also have the option of providing your own range.

You can start over at any time by clicking “Reset Your Search”

What are the benefits of creating My Account?

  • Expedite your checkout process
  • Receive exclusive offers and discounts (or opt out at anytime)
  • Review your order history and check current order status at anytime
  • Edit billing and shipping information
  • Create an address book of shipping addresses

How can I change my password?

Go to My Account and click on 'Account Information'. There you will see a form to change your password.

How do I know my information is secure?

We have appropriate security measures in place to protect against the loss or misuse of information that we have collected from you so you can feel secure when shopping. We use industry-standard encryption technologies when transferring and receiving your personal information. On the Internet when you see a locked padlock icon at the lower portion of your browser window, this indicates that the site is secured through Secure Sockets Layer (SSL).

How can I unsubscribe from your email blasts?

If you no longer wish to receive email updates and newsletters from Stone Mountain, you have two options.

  1. Log into My Account and click on Newsletter Subscription. Uncheck the box.
  2. There is an unsubscribe link/tab at the bottom of each of our email blasts. Follow the link.

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General

Do you currently offer a catalog?

At this time we do not offer a catalog. Please feel free to browse our online catalog at www.stonebags.com

Where can I find a store that sells Stone Mountain handbags?

Unfortunately at this time we do not have the feature to show the locations where you can purchase Stone Mountain products. Please call our customer service department at 1-866-865-0786 and we will help to the best of our abilities to locate a store near you that carries Stone Mountain.

As a retailer, whom should I contact regarding selling Stone Mountain products?

Please visit our retail sign up section and follow the instructions on how to become a wholesale dealer.

Where are Stone Mountain products manufactured?

Presently Stone Mountain products are manufactured in the finest factories, using the highest level of craftsmanship and materials, in China. Our headquarters are based in New York City and our distribution center is located in South Brunswick, New Jersey.

Does Stone Mountain offer donations?

Occasionally we have leftover items from our inventory that we then donate to local charities. In addition, we donate proceeds from any online fundraising to charitable organizations including, but not limited to, NBCC National Breast Cancer Coalition www.StopBreastCancer.org, The Betty Torricelli Institute for Breast Cancer (HUMED) http://www.humed.com/breastcare/index.shtml, Oasis- A Haven for Women and Children www.oasisnj.com.

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