FAQ

Pre-Order & Ordering FAQs

🔹 How do I place a pre-order?

Pre-orders open with each new season or market launch.

When pre-orders go live, we announce them on:

• Instagram (@turquoisehaven)

• Our VIP Facebook Group

• Email

• Text message

Pre-orders are typically open 10–30 days, giving retailers plenty of time to shop.

👉 If you visit the website and don’t see pre-orders available, it simply means they are currently closed.

🔹 How do draft orders work?

When you checkout using a draft order, you are NOT charged at checkout.

Submitting a draft order simply reserves your inventory and places your pre-order request.

Once the styles arrive at our warehouse:

1. We will send you an invoice

2. After the invoice is paid,

3. Your order will ship immediately

✔️ We do not collect or hold payment for pre-orders.

Important:
Draft orders are not charged at checkout. Payment is only required once inventory arrives and an invoice is sent.  

🔹 Estimated Arrival Times (ETAs)

ETAs are listed on:

• The product page

• Your order confirmation

Please remember ETAs are estimates, not guarantees.
Production timelines, shipping delays, and logistics can occasionally shift arrival dates.

We always do our best to provide the most accurate timelines possible.

🔹 Can I order through Faire instead?

Yes! You are welcome to order through Faire. Please use this link below to order thru Faire https://turquoisehaven.faire.com

However, most pre-order styles do not appear on Faire until they are closer to arrival (typically 2–3 weeks before they reach our warehouse).

If you prefer to order through Faire for free shipping or payment terms, you may need to wait until the styles are listed there.

🔹 First time ordering on Faire?

If you're placing your first order on Faire, please use our direct Faire link so we are not charged additional commission.  https://turquoisehaven.faire.com

After your first order, you can continue ordering through Faire normally.

🔹 Ordering through Faire vs Direct Website

• Website Draft Orders → Used for early pre-orders (no payment collected upfront)

• Faire Orders → Typically available once inventory is incoming

🔹 How do I become a wholesale customer?

Easy!
Just go to our Wholesale Application Page, fill out the short form, and submit it.

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

Once you’re approved, you’ll be ready to shop!

🔹 Do you sell retail?

Yes, we do!
Some of our styles are sold retail at DavieAndCrockett.com.

A few important things to know:

• We wait until Cut 2 or Cut 3 before offering our styles on retail.
• We price our retail items generously — usually 2.5 to 3 times higher than wholesale — so we’re not competing with your boutique prices.
• Our priority is always supporting our wholesale customers first!

Also:
We created a Retail Directory where customers looking for Turquoise Haven styles can find your stores FIRST — we promote our retailers before our own store whenever possible!

🔹 When will my order ship?

If you ordered a Pre-Order item:

• Your ETA (Estimated Time of Arrival) is listed on the product page and in your order confirmation.
• Reminder: ETAs are just estimates, not promises!
• Shipping and production delays can happen, but we hustle hard to get your orders to you as fast as possible.

If you ordered a Ready-to-Ship item:

• We ship within 1–3 business days after you place your order!
• Sometimes, if inventory is still in transit to our warehouse, it may take 3–4 days to ship — but we’ll always move fast to get your products to you.

Need Same-Day Shipping?
Text us directly at 972-351-3431 — if the item is in stock and you catch us early enough in the day, we’ll do everything we can to ship it out the same day! 🚚💨

We aren’t sitting around eating bonbons — we’re moving orders like crazy to keep you stocked! 😅

🔹 Can I leave a credit card on file?

Not at this time.

Currently, we do not store credit cards or charge cards manually for your orders.
Here’s why:

• We move fast and run a lean, efficient warehouse operation.
• Having to manually process cards would slow down our shipping flow.
• Most of you have your cards saved in Apple Pay, Shop Pay, or your browsers — making checkout super fast already!

When your order is ready:

• We’ll send you an invoice by email.
• You just click the link and pay!

In the future:
We’re looking into new software that may allow cards on file — but for now, this keeps our costs low and your prices competitive. 💥

🔹 Do you sell anywhere else?

Yes!
You can also find our products on Faire.

If you're new to Turquoise Haven, we ask that you place your first order directly through our website at shopturquoisehaven.com.
After that, you're welcome to order through Faire if you prefer — plus, if you started with us directly, Faire waives their commission fee! 🛍️

🔹 I need customer service support. Who do I contact?

Meet Layne Lewis — our awesome customer support and sales rep! 🎉

You can reach Layne directly at:
📞 254-413-8582

She’s here to help you with anything you need!

🔹 Where do you ship from?

We ship from a small town called Purdon, Texas — right off our family homestead!
We’re a family business and have been in business for 19 years. 🏡

Important shipping notes:

• Our warehouse is not open to the public.
• We also have showrooms at the Dallas World Trade Center:
• 7th Floor: Showrooms 7535 and 7537 (open the first Monday of the month + during Apparel and Gift Markets).
• 14th Floor: For the WEST Show (January and August) — focused on Western collections.

Tips for market season:

• During January and August, make sure you visit both our 7th and 14th floor showrooms if you want to see our full collections!

• • You don't have to book an appointment to visit — walk-ins are welcome — but if you want one-on-one attention during busy shows, it's smart to schedule ahead with Layne. (Call/text 254-413-8582.)