📚 Turquoise Haven Frequently Asked Questions

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🛒 Ordering & Pre-Orders

🔹 How do I place a Pre-Order?

Pre-Orders open with each new season or collection launch.

We'll announce new Pre-Orders through:

• Instagram (@turquoisehaven)
• VIP Facebook Group
• Email
• Text Message

Pre-Orders are typically open 1–30 days.

👉 If you don't see Pre-Orders on our website, they are currently closed.

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🔹 How do Pre-Orders work?

Place your Pre-Order today—we'll take care of the rest.

✔️ If your payment method is securely saved

• Your payment method is securely saved at checkout.
• You are not charged when you place your Pre-Order.
• We'll email you before your payment is processed.
• Once payment is successful, your order will be prepared for shipment.
• You'll receive a shipping confirmation with tracking.

✔️ If your payment is declined

• We'll automatically try your payment again in 24 hours.
• If the second payment attempt is unsuccessful, your Pre-Order will be canceled.

✔️ If a payment method was NOT securely saved

• We'll email you an invoice when your order is ready to ship.
• Reminder #1 will be sent after 3 days.
• A final reminder will be sent on Day 5.
• If payment is still not received, your Pre-Order will be canceled.

Important: Orders cannot ship until payment has been successfully received.

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🔹 When will my card be charged?

If you have a payment method securely saved:

• Your card will not be charged when you place your Pre-Order.
• Your card will only be charged when your Pre-Order styles arrive and are ready to ship.
• You'll receive an email before your payment is processed.

If you do not have a payment method securely saved:

• We'll email you an invoice when your order is ready to ship.

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🔹 Can I order Ready to Ship and Pre-Order items together?

Yes!

Your order will automatically split into two separate orders.

📦 Ready to Ship Items

• Charged immediately.
• Ships within 1–3 business days.

🛍️ Pre-Order Items

• Remain on Pre-Order.
• Charged only when ready to ship (if a payment method is securely saved).
• If no payment method is saved, we'll email you an invoice when your order is ready.

This allows you to receive your Ready to Ship items right away instead of waiting for your Pre-Order items to arrive.

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🔹 How do I check my Pre-Order status?

You can check your Pre-Order status anytime using the link included in your confirmation email.

We'll also send updates throughout the process, including:

• Pre-Order Confirmation
• Upcoming Payment Reminder
• Payment Confirmation
• Shipping Confirmation
• Order Updates (if needed)

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🚚 Shipping

🔹 When will my order ship?

📦 Ready to Ship Items

• Ship within 1–3 business days.

🛍️ Pre-Order Items

• Ship once inventory arrives at our warehouse.
• The Estimated Ship Date (ETA) is listed on each product page.

Please note that ETAs are estimates and may occasionally change due to production or shipping delays.

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🔹 Why is my shipping charge so high?

Shipping charges shown during checkout are estimated by Shopify.

You are only charged for:

• Your products
• The actual shipping cost after your order has been packed

Example:

If checkout estimates shipping at $100, but your actual shipping cost is $22, you'll only pay $22.

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🔹 Where do you ship from?

All orders ship from:

Purdon, Texas

Warehouse visits are by appointment only.

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🏪 Wholesale

🔹 How do I become a wholesale customer?

Apply here:

👉 https://shopturquoisehaven.com/pages/trade-login

Once approved, you'll have access to shop our wholesale collections.

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🔹 Can I order through Faire?

Yes!

Our Faire Store:

👉 https://turquoisehaven.faire.com

Please note:

• Most Pre-Order styles appear on Faire closer to arrival.
• Shopping directly through our website gives you the earliest access to new collections.

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🔹 First time ordering through Faire?

Please use our direct Faire link:

👉 https://turquoisehaven.faire.com

This helps us avoid additional Faire commissions.

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👗 Products

🔹 Do you sell retail?

Yes.

Some styles are also sold through our retail brand:

Davie & Crockett

Whenever a style is sold on both wholesale and retail, it will be clearly marked:

"SOLD ON RETAIL"

Turquoise Haven exclusive styles remain wholesale-exclusive for at least six months before we consider offering any remaining inventory through retail.

Our priority is always supporting our wholesale customers first.

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💳 Payments

🔹 What payment methods do you accept?

We accept all major payment methods available through Shopify Checkout.

If your payment method is securely saved during checkout, your card will automatically be charged when your Pre-Order is ready to ship.

If no payment method is saved, you'll receive an invoice by email.

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📞 Customer Support

🔹 Need Help?

Our Customer Service Team is here to help!

👩 Customer Service

Layne Lewis
📞 254-413-8582
📧 laynelewis55@gmail.com

📦 Warehouse

📞 972-937-0337

🕒 Business Hours

Monday: 8:30 AM – 4:30 PM
Tuesday: 8:30 AM – 4:30 PM
Wednesday: 8:30 AM – 4:30 PM
Thursday: Closed
Friday: 8:30 AM – 4:30 PM

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🏢 Showroom Information

We'd love to see you at Market!

📍 7th Floor – Cash & Carry

Dallas World Trade Center
Showroom #7535

• Cash & Carry only
• Take your purchases with you
• No appointment needed

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📍 10th Floor – Order Writing

Dallas World Trade Center
Showroom #10084 (inside the Howdy Hanny Showroom)

• Order Writing
• New Collections
• Pre-Orders
• Walk-ins Welcome

While appointments are not required, we recommend scheduling one during Market if you'd like dedicated one-on-one assistance.

Schedule an Appointment:

https://app.acuityscheduling.com/schedule/9e8c8603/appointment/95338983/calendar/14284364

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🗓️ Showroom Hours

Our showrooms are open:

• The first Monday of every month
• During all Dallas Apparel Markets
• The day before each Apparel Market for Pre-Shop Day

If you're planning a special trip outside of Market, we recommend calling or texting our warehouse first to confirm we're open.

Warehouse:
📞 972-937-0337