Customer Support


Customer Support

Customer support is available via the following.

Store Hours:

Monday - Saturday: 11a - 5p CST

Sunday: eMail support only

eMail - [email protected]

Phone - (504) 252-9635

 


Frequently asked questions

1.1 What are you doing to make sure I’m safe when I visit curbside?

Contactless curbside pickup is set up so customers shouldn’t have to get out of their vehicles. Employees sanitize their hands inside the store after each customer interaction. When approaching your vehicle, employees will keep a safe distance and will not ask you to hand over an ID or your phone/order number. Employees will either verbally ask for information or look at it from a distance. When they return to your vehicle with your item, employees will place the order in your trunk or backseat (or a safe distance away if you are not in a vehicle). To keep this process smooth, please prepare your vehicle ahead of time by moving car seats forward, folding back seats down, and moving personal items out of the area where you’d like associates to load your product. If you must exit the vehicle to open a back window or trunk, please do so before an employee has approached your vehicle.  

1.2 What if I don’t have a car? Can I still pick up an order at curbside, and where should I go?

Yes. Curbside pickup also supports pedestrians and cyclists. You’ll be prompted to provide information about how we can identify you and where you are located when you check in. You can describe what you’re wearing and where you’re standing, and an employee will be with you shortly. If you are not in a car, please be considerate of social distancing standards by keeping 6 feet between yourself and the employee. 

1.3 Will I get a paper receipt?

We will either give you a paper receipt or issue you a receipt by email, depending on the profile preference in your account. You can also verbally tell the employee your preference. If you do not have an account, please tell the employee your preference. For account holders, curbside transactions will be visible via My Account online.

1.4 What should I do if I don’t receive a notification email that my item(s) are ready?

We strive to have orders ready in 30 minutes. If it has been over 30 minutes since your order was placed, start by checking your junk mail folders. If there is no email, log in to Shopfoster.com to check your order status.

1.5 Will an employee ask for my ID, receipt or credit card?

Employees will ask for proof of identity using numerous methods. They will rely on verbal or visual methods, so no exchange of cards or devices will be needed. Please have your ID, order confirmation receipt, and credit card with you.

1.6 How long should I expect curbside pickup to take, once I’ve arrived at the store?

It varies, so please be prepared to be at the store anywhere from 5 minutes, to 20 minutes in the worst-case scenario. The speed of your item delivery at curbside depends on several factors including when you checked in, how many items you ordered, their popularity, traffic at the store before you arrived, and staffing at the store.

1.7 How will Foster know I am at the store if I don’t get out of my car?

Simple!

Please call (504) 252-9635 and let us know!

1.8 Do I need to open my car window or get out of my car to talk to Foster employees?

Contactless curbside pickup is set up so the customer shouldn’t have to get out of the vehicle. When approaching your vehicle, employees will keep a safe distance and will not ask you to give them your order ID or phone number. Yes, rolling down your window will allow them to hear you better. Employees will either verbally ask for information or look at it from a distance. When they return to your vehicle with your item, employees will place the order in your trunk or backseat. To keep this process smooth, please prepare your vehicle ahead of time. If you must exit the vehicle to open a back window or trunk, please do so before an employee has approached your vehicle.

1.9 Can I mail my return back to Foster instead of returning it physically to the store?

In most cases, yes. However, final-sale, nonreturnable items and hazardous materials may not be returned. 

For more information please visit our shipping and returns page located HERE

Note: Currently, if you purchase your item in store, you may not mail the item back; you must return to the store via curbside returns.

 

1.10 What do I need to bring with me in order to make a return?

Please bring the item to be returned, along with the original contents and packaging, your order number or receipt, an ID, and the credit/debit/gift card on which the purchase was made. You will also be asked to provide a contact phone number, your name, the reason for the return, and the purchase date.

1.11 Do I need to physically hand my item(s) to an employee? Or, can they retrieve my item(s) from my trunk or back seat?

An employee will approach with a cart and stop 6 feet from you. After the employee has backed away 6 feet, place your item(s) in one of the boxes in the cart with the barcode label facing up. Return to your vehicle. After you have returned to your vehicle, the employee will take your item inside to process your return. Wait in your vehicle for the employee to come back to confirm next steps of your transaction. If you require assistance handling an item, please let an employee know.

1.12 How long does it take to make a curbside return?

It typically takes 5 to 10 minutes, but it can take longer during peak times. Please plan enough time before the store closes.

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