Frequently Asked Questions
Click on any of the category links below to see the answers to some of our most common questions.
1. How do I place an order?
2. May I place an order online?
3. What methods of payment do you accept?
4. How long does it take to process my order?
5. When will my credit card be charged?
6. Do I have to pay sales tax on my order?
7. How can I check the status of my order?
8. Can I cancel my order?
9. What is my order number?
10. What happens when an item that I order is on back-order?
11. Do you offer gift-wrapping?
12. If I send a gift, will the recipient know how much I paid for it?
We offer 3 convenient ways to place an order…
1. By Phone: Call 1-800-713-0493, 24 hours a day.
2. By Mail: Send your completed order form, related coupons, and payment to
Gavilan Hills, CA 92599
3. By Fax: 1-951-943-5574, 24 hours a day.
Sorry. We are not accepting orders online at this time.
- Visa, Mastercard, American Express, and Discover credit cards are accepted for telephone, fax, and mail orders.
- Personal checks or money orders are accepted for mail orders only.
- Please NEVER send cash.
- We also accept gift certificates and any promotional coupons or discounts issued by Gavilan's. Please be sure to check each offer for expiration date and terms before redeeming.
Standard processing time is one to three days. However, delays in processing can occur if we are missing necessary order information such as the color, style, or size of an item or if there are any problems with payment. In the event that we need further information to process your order, we will attempt to contact you by phone if a number is provided.
If paying by credit card, your card will be charged when the order is processed.
We collect sales tax in AL, AR, AZ, CA, CO, CT, GA, HI, IA, ID, IL, IN, KS, KY, MA, MD, ME, MI, MN, MS, NC, ND, NE, NJ, NM, NV, NY, OH, OK, PA, RI, SC, SD, TN, TX, UT, VA, VT, WA, WI, WV, WY, and DC as required by law. States requiring sales tax are subject to change. We reserve the right to charge or collect applicable sales tax for your order. Sales tax amounts for products, services, and shipping are calculated based on the delivery address for the order. Please note that the type of product you purchase may affect the sales tax rate, additional sales tax might be charged by local governments, and sales tax laws change frequently.
For states imposing sales or use taxes, your purchase is subject to tax unless it is specifically exempt from taxation. Your purchase is not exempt merely because it is made over the internet, by catalog, or by other remote means. Many states require purchasers to file a sales/use tax return at the end of the year reporting all taxable purchases that were not taxed and to pay tax on those purchases. It is possible that you may be responsible for the payment of sales/use taxes on your orders, even though we are not required to collect sales/use taxes from you. In these situations, our listing of $0 tax at time of order does not mean that you are not responsible for the payment of taxes on the order. Rather, it means that we are not required to collect sales/use tax at the time of the order. It is your responsibility as the purchaser to pay sales/use taxes. Details on how to file these returns may be found at the state taxing authority's website.
Notice for Alabama Customers - Simplified Seller Use Tax Information
The State of Alabama simplified seller use tax program (SSUT) allows eligible sellers to collect, report and remit a flat eight percent (8%) sellers use tax on all sales made into Alabama. On sales delivered into Alabama, we collect simplified sellers use tax (SSUT), and the tax will be remitted on customers' behalf to the Alabama Department of Revenue. The Starcrest program account number is SSU-R010381038.
To inquire about the status of your order, contact Customer Service with your last name, zip code, and approximately when you placed the order.
- Call 1-800-777-0327, 7:00 am to 4:30 pm Pacific Time, Monday through Friday.
- Email us by clicking here
Due to the high volume of orders that we receive every day, it is not possible to cancel or change an order that you place through the mail. If you place your order by telephone, we may be able to make same-day adjustments if your order has not yet been processed.
Your order number is located below the company name in the upper left-hand corner of your packing slip. If you have not yet received your package, your order can be identified by your zip code and last name.
In the unlikely event that an item you order is not immediately available, we'll make a notation on your packing slip. In rare instances when the delay will exceed 30 days, we will also send a separate notice. Any back-ordered items will be shipped as soon as they become available.
When an available item is similar to the one you ordered and provides an equal or greater value, we sometimes are able to make a substitution. When placing an order, please let us know if a substitution is not acceptable.
If at any time you would like to cancel the back-ordered item, we will happily issue a refund for the item. To check on the status of a back-ordered item or to cancel the item for a refund, please call Customer Service at 1-800-777-0327, 7:00 am to 4:30 pm Pacific Time, Monday through Friday, or email us by clicking here.
For an additional charge, you can have most items wrapped in elegant paper, with ribbon and bow. This service is available on phone orders only. Please give our operator your instructions.
No. The recipient will receive a packing slip detailing the items enclosed, but no prices will be shown.