FAQ

What are your hours of operation?

Gio Pelle's customer service department is available
  • Monday through Friday: 8am to 5pm EST/EDT
  • Saturday & Sunday: Closed
Orders can be placed online anytime using our secure shopping cart. Orders placed after 3pm EST/EDT or during non-business hours will be processed the next business day.

Is the paper work I received with my order an invoice?

The paper work you receive with each order is not an invoice. This paper work is a picking ticket and includes an itemized list of the products shipped in each package. Please review this paper work to ensure that the products you ordered were shipped.
 
If you placed an order online you will receive an online receipt of your transaction. Please keep this receipt for further reference. 

Why are the shipping charges different than what was charged to my credit card?

The shipping charges shown during checkout and on your online receipt are a close estimate of the final amount and are usually accurate, however, once your order has been packaged, weighed and measured in our warehouse the weight may be slightly different thereby affecting the final amount charged to your credit card.
 
Dimensional Weight
Another factor that can affect the final total is the DIM weight of the package. In 2015, UPS and FedEx incorporated DIM weights into the formula they use to calculate shipping costs. Dimensional weight is calculated when the size (in volume) of a package is used to determine the weight at which it’s rated. The length, width and height of the box are multiplied together and divided by a dimensional factor (UPS and FedEx use 166 for domestic shipments) to determine the dimensional weight. The calculated dimensional weight is then compared to the actual weight of the package, and the higher of the two is used to determine the base rate of the shipment.
 
Sometimes the DIM weights entered for a particular product in the shopping cart is slightly different compared to the box used to ship your order. This can affect the final shipping cost.
 
If a large discrepancy is discovered between the online shipping estimate shown on your receipt and the actual shipping cost calculated by our warehouse, we will contact you for approval prior to fulfilling your order. If you need to know the final accurate total before we ship your order, please contact our customer service department at 800-428-1610 or customerservice@giopelle.com.
 
We Care About Your Order
Every online order we receive is personally processed and reviewed for accuracy by our customer service department. Order with confidence knowing we will contact you if we discover an error on your order or if we locate a problem you should be aware of.

My order was short when I received it. What should I do?

If you receive what you believe to be an incomplete order, you have 48 hours from the time you receive the package to call Gio Pelle and make a claim.
 
Please call us toll-free at 800-428-1610 during business hours so we can investigate why your order was short.