Welcome to the OnHoldFile FAQ Page. Here you will find answers to the most common questions about our products, ordering process, shipping, returns, and more. Our goal is to make your shopping experience smooth and transparent.
1. Ordering and Payment
Q: How do I place an order?
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Browse the website and select the product you want.
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Click "Add to Cart" and proceed to checkout.
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Provide accurate shipping information and complete payment through our secure payment gateway.
Q: What payment methods are accepted?
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Credit / Debit cards (Visa, MasterCard, American Express)
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PayPal
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Other verified payment gateways are supported at checkout
| Payment Method | Notes |
|---|---|
| Credit / Debit Card | Processed securely via payment gateway |
| PayPal | Offers buyer protection for eligible purchases |
| Other Gateways | Available as displayed during checkout |
2. Product Information
Q: Are your products ready-made or made-to-order?
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All products are prepared in advance and stored at our U.S. warehouse.
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Orders are processed immediately after payment, ensuring fast shipping.
Q: Can I see the material and specifications before ordering?
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Each product page contains detailed descriptions, images, sizes, and materials.
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All information is verified to match Google Merchant Center guidelines.
3. Shipping and Delivery
Q: What are your shipping options?
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Standard Shipping: $6.99, 5–12 business days
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Express Shipping: $16.99, 3–7 business days
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Free Shipping: Orders over $80
Q: How long does processing take?
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All orders require 1–3 business days for processing.
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Orders are not processed on U.S. holidays or weekends.
Q: Will I get tracking information?
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Yes, a tracking number will be emailed once your order is shipped.
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You can monitor delivery status through the carrier's website.
| Shipping Method | Cost | Estimated Delivery | Processing Time |
|---|---|---|---|
| Standard | $6.99 | 5–12 days | 1–3 business days |
| Express | $16.99 | 3–7 days | 1–3 business days |
| Free (Orders >$80) | $0 | 5–12 days | 1–3 business days |
4. Returns and Refunds
Q: Can I return a product?
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Yes, within 30 days of receiving the item.
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The product must remain in new, undamaged condition.
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Return shipping address: 3909 Kress Street, Houston, Texas 77026, United States.
Q: How long does it take to receive a refund?
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Refunds are processed via PayPal within 2 business days after we approve your return.
Q: Are return shipping costs covered?
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Returns due to product defects or errors are free for customers.
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Other returns may require the customer to cover shipping.
5. Customer Support
Q: How can I contact support?
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Email: support@onholdfile.com
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Phone: (630) 555-1740
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Support Hours: Monday – Friday, 9:00 AM – 6:30 PM (U.S. time)
Q: How quickly will you respond?
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We aim to respond within the same business day during support hours.
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Messages sent outside business hours will be addressed on the next working day.
6. Privacy and Security
Q: Is my personal information safe?
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Yes, we use encrypted connections (HTTPS) for all transactions.
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We never sell your personal information.
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Data is only used for order processing, shipping, and customer support.
Q: Can I control marketing emails or cookies?
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You can opt out of marketing emails via the unsubscribe link.
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Cookie preferences can be managed through your browser settings or the website banner.
7. Additional Information
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All products are prepared in the U.S. warehouse for faster delivery and quality assurance.
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Our listings are compliant with Google Merchant Center, ensuring accurate descriptions and product specifications.
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For any questions not listed here, please contact our support team directly.
Last updated: November 28, 2025