Frequently Asked Questions

Getting Started

What are the required documents for retailers to sign in?

Your business is registered in the US (Continental US and Hawaii)

An official and valid copy of one of the following:

a. Business or Vendor's License
b. Seller's Permit or Resale Certificate
c. Sales & Use Tax Permit (IRS EIN Tax documents are not eligible)
d. Limited Liability Company (LLC)
e. Articles of Incorporation

if you are international buyer,

You need two fashion-related wholesale invoices completed by separate vendors within the past six months to date (order confirmations do not qualify).

Please remember, all information on your documents should match your registration.


I don’t have a business. Can I still order?

Capella Apparel is a wholesale vendor for business owners only. We cannot accept orders from non-business owners.

How long does the registration process take?

Uploading the required documents should take less than 10 minutes.

If you have already submitted your documents for verification, please allow 2 to 3 business days for your account to be updated. You can always check the status of your uploaded documents by going to the "My Account" section of the website.

If you do not receive a response after 4 business days, please contact us so that we may further assist you. You will be notified through e-mail once your account has been successfully verified.


What is the minimum order?

There is no purchase order minimum.


Order Status

How long does it take on average to process orders?

We do our best to process orders on the same day. However, we do ask for 2-3 business days to process and ship your order. Please be advised that shipping delays can occur due to unexpected circumstances with our associated shipping companies or involved parties.


Why has my order changed?

Very rarely, there is a situation in which items that are out of stock are still active on our website. 

Due to the item(s) being out of stock, we will exclude those items in your PO. 





Can I modify or cancel my order?

We highly recommend that you contact us immediately (within the same day the order was placed), should you need to make changes to your order.

Cancellation requests will only be considered if made within the same day the order is placed. Please contact us for cancellations. 


What should I do if my order never arrived?

For UPS lost packages, Please email us at po@capellaapparel.com with your order number or Invoice number.

We will file a claim with UPS on your behalf.

Normal processing time for claims is 7-10 business days

 

If you provided your own shipping label or used a third party company, please contact them directly.


How do pre-orders work?

If you add a pre-order item, it will be added to your "preorder list", which is separate from your shopping cart. 

Once the pre-ordered item changes to 'in-stock', Capella will send a email confirmation about pre-orders that are now 'in-stock'. (Note that all your pre-order items may not be in-stock and that some items will be available quicker than others)

If you are still interested in the item(s), you MUST confirm the item(s), in order for your item(s)  to be moved into your shopping cart.*

From your shopping cart you may also add additional item(s) and cancel item(s)


*If there is no confirmation, any preorder item(s) will be processed automatically.

Payments

When will my credit card be charged?

Payments will be processed at the time of checkout.


What payment methods are you working with?

  • VISA®
  • MasterCard®
  • Discover®
  • American Express™
  • PayPal

When will I receive my refund?

In the event of a refund situation, we will refund immediately, however it may take 5-7 business days for the refund to be applied to your account, depending on the merchant company and bank.


Shipping

What shipping options do you offer?

Continental US:

  • UPS Ground
  • UPS 3rd Day Select
  • UPS 2nd Day Air
  • UPS Next Day Air

Puerto Rico & Canada:

  • UPS Worldwide

Where can I find the tracking number?

Your tracking number will be emailed to you once your order has shipped.

 

If your order status is SHIPPED and you do not receive an email, please contact us.


Can I Provide my own shipping label?

We do allow buyers to provide their own shipping labels.

When using UPS, USPS, or FEDEX only the label itself is required on our end.

If you using any other courier (DHL, etc.), you must contact your courier to schedule a pick up at our warehouse (address provided below).

Orders are shipped from our warehouse at

3288 E Vernon Ave

Vernon, CA 90058


Can I use my own Trucking or Cargo company?

If your logistic company has a pickup service, you must contact them to pick up at our warehouse: 3288 E Vernon Ave Vernon, CA 90058.

We also offer free drop off to any cargo, trucking, or freight forwarding companies located in Downtown, Los Angeles. 

 

Freight/Cargo Forwarders In DownTown Los Angeles

 

  • UCL
    www.uclinc.com
    1046 San Julian St, Los Angeles, CA 90015
    (213) 749-4525
  • Cargo Express
    www.cargoxpss.com
    services@cargoxpss.com
    1000 E. 10th St, Los Angeles, CA 90021
    (213) 305-9772
  • Paramount Express
    950 E 10th St, Los Angeles, CA 90021
    (213) 746-6144

  • GJ Cargo Inc.
    gjcargo@hotmail.com
    755 E. 15th St, Los Angeles, CA 90021
    (213) 742-6762
  • Transportiz
    james.transportiz@gmail.com
    938 E. 12th St, Los Angeles, CA 90021
    (213) 245-3767
  • Americargo Express
    www.americargoexpresslax.net
    1101 E. Pico Blvd, Los Angeles, CA 90021
    (213) 623-3312

What to do if my package is lost or missing?

For UPS lost packages, Please email us at po@capellaapparel.com.

 

Please provide your order number or Invoice number.

We will file a claim with UPS on your behalf.

Normal processing time for claims is 7-10 business days

 

If you provided your own shipping label or used a third party company, please contact them directly.


Can I pick up my order?

Pick up is available at our Showroom or Warehouse. Please 

Most orders are ready the following business day at 3pm PST/PDT.

You will receive an email once your order is ready for pick up.

 

Open Monday - Friday  9am - 5pm PST/PDT


Our showroom is located at

1001 Towne Ave #107

Los Angeles, CA 90021


Warehouse is located at

3288 E. Vernon Ave.

Vernon, CA 90058

Returns

What is your return policy?

Our Returns and Exchanges Policy applies to all purchases made through

the CAPELLA Website or market platforms (Faire, Fashiongo, Orange Shine, and LA Showroom).


Returns are valid for credit or refunds, minus the 15% restocking fee if there is nothing wrong with the returned items.

In addition, any shipping charge paid by you is non-refundable unless you received damaged, defective, or the wrong item(s).

 

Online purchases are valid for credit or refund within 15 days from the

confirmed delivery date. Our Store Showroom purchase exchanges are only available

at the showroom. No store credit is issued after 20 days. (Absolutely no

returns for special orders).


All returned or exchanged items must be unwashed, unworn, and undamaged,

with all tags attached. All merchandise must be in its original

packaging.  All returned items must be accompanied by the Return

Material Authorization (RMA) Number.  All return request must be in

writing via market portal messaging or email (po@capellaapparel.com)

PLEASE NOTE that any returns without the RMA number will be refused and

not accepted.

 

Final Sale, Clearance and Closeout items cannot be returned or

exchanged, unless required by law.


I have a missing, damaged, or defective item?

If you are missing any item(s) from your order, Capella kindly asks that you first check your order to see if you were refunded for any out of stock items.

If there is a missing item, please message us or email us at po@capellaapparel.com 



If you have received any damaged or defective pieces.

Please message us or email us at po@capellaapparel.com with the following information for all items you have issues with:

  • Order Number
  • Style Number
  • Color
  • Quantity
  • Clear Photo(s) of the damaged/defected item(s).

How do I submit a return?

All return request must be in writing via market portal messaging or email (po@capellaapparel.com).

 

PLEASE NOTE that any returns not approved or without the RMA number will be refused and

not accepted.


Other

What if I have questions about a particular style?

If you would like to know the availability or re-manufacture of a particular item, please have the style number & color of the style ready when contacting us.

 

We have hundreds of styles, so please prepare an item number and color for faster and more accurate service.


Do you have a size chart?


Can I use your images?

We authorize all our buyers to use our images for any style they have ordered.

 

You can save directly from our website.

Do you offer Private labeling?

Minimum is 300 pieces per style/color/print

Any combination of S-M-L ratio is accepted [6 per pack] 

Examples: (2-2-2), (1-3-2), and (1-2-3).


* Units per style, color and size per. 

* Delivery date required.

* Packing instructions.

* All Labels need to be provided by the buyer which includes (Main Label and Hang Tag).


Any other special instructions must be provide prior to production and confirmed by us.


If you have any further questions, please feel free to contact us any time.