Order Policy

This page was last updated on 4th July 2007

1. How to place an Order Online?

Ordering Online is quick and easy. Just look through our many products and if you see something you like, click on the "more details" button to find out more information about the product. Some items can also be customised by clicking on the "Customize" button. To order the product, click on the "add to cart" button. You can also continue Shopping by clicking the ‘continue shopping’ button. When you are satisfied with your shopping, click the ‘checkout’ button to proceed to the delivery and payment pages. If you are a new customer, you will be required to register with eCarruthers before proceeding through checkout. This is a relatively straight forward process and will allow you to later on track your order.

2. How to place an Order by Phone, Fax and Mail?
Please ensure you have the product codes ready when ordering by the following methods

You may Order by phone at +685 21417 (9am – 4pm) from Monday to Friday
You may Order by Fax at +685 21416 (9am– 4pm) from Monday to Friday

You may also Order by mailing your request to:

I.H Carruthers Ltd

Beach Road

P.O. Box 1882

Apia, Samoa ( Western Samoa)

3. Can I track the status of my Order?

Yes. You can track your order by logging in and clicking on the “View Previous Orders”and selecting the order. The status of the order will appear at the bottom of the page.

Order Pending – Your order is currently being processed

Order Completed - Your order has been packed and is ready for shipping or pickup

Order Shipped – Your order has been shipped or picked up

If your order has been pending for a long period of time, it may be caused by the following

Your Payment and Billing details are being reviewed again by our staff
Your item ordered is out of stock therefore is backordered
Online Purchase was made during a holiday or during the weekend in Apia, Samoa.

It is normal procedure for one of our Support Staff to contact you within 2 business days from date of order to inform you of any delays. If this has not been done please don’t hesitate to email us at customercare@ecarruthers.com

4. Can I track the shipping status of my Order?

Yes. You will receive an "Order Shipped" Email when your order has been picked up or delivered to your chosen Shipping Carrier. All Export Orders shipped via DHL, FEDEX or EMS POST will also have a tracking number included in the email for you to keep track of the shipment. Please note it may take up to 24 hours after shipment before tracking information appears.

5. How can I be sure that my Order has been received?

After placing an order, you will receive an "Order Received" email notifying you that our order team has received your order. If you have not received the email, please contact us at orders@ecarruthers.com or Phone us on +685 21417 during business hours

6. What if an Item I’ve ordered is out of stock?

Although we make every effort to maintain stock and satisfy our customers. Occasionally we are out of certain items. If an item is temporarily out of stock we’ll email a backorder notification, with an estimation of when you will receive the item. If we are permanently out of stock of an item we will notify you immediately via email and your credit card will not be charged. For questions concerning out of stock items please email – customercare@ecarruthers.com

7. Can I change my order after it has been submitted?

You can change your order but only if it has not been packed and prepared for shipment or pickup. To change your order please email us immediately at customercare@ecarruthers.com or phone us on +685 21417 during business hours. Please note that if you are paying by credit card and 24 hours has passed since you placed the order, you may be required to re-enter your credit card details.

8. What if I want to cancel my order?

You may cancel your order but only if it has not been shipped or picked up. All cancelled orders will incur a 15% restocking fee. To cancel your order, please contact our customer support team immediately via email or phone.

9. What is your Sales and Discounts Policy?

We will be having frequent sales and discounts with Sale Periods. If your purchase is confirmed and money is received within the “sale period”, only then will it be discounted. The Sale Period and Sale Rules are well defined and cannot be altered. If you have any questions and concerns please email help@ecarruthers.com

10. Who do I contact for Registration and Login Difficulties?

You can email us at help@ecarruthers.com or click on the LIVE SUPPORT button at the top right hand corner of the page.

11. Do I need an email address to make a purchase online?
Yes, an email address is another extra safeguard for identity verification. We will also be communicating with you via email to confirm purchase, payment and shipment. All our Special Exclusive Offers are also sent to you through email.

12. Forgot your Password?

If you have forgotten your password, you can click on the “forgot password” link on the sign up/login page. Our eCarruthers staff cannot retrieve your password for you.

13. Where can I modify my User Information?

When logging into your Account you will be able to modify Email Address, Password, Billing and Shipping & Handling Information.

14. Merchandise Quality?

All Merchandise Online are selected for their High Quality Standard. Items are inspected before sold to our customers

If we haven’t answered your questions, click here to Contact Us