FAQs

Hi! If you have a question not answered below, please feel free to email us at sqecial@gmail.com or call us at (859) 255-4316.

I saw an item in your physical store that isn't available online -- can I still order it?

Yes! We have so many different products that it'll be a long time before they're all listed on our webstore. More will be added every few days, but in the meantime, feel free to contact us and we can check our stock on the item you're looking for.

How quickly will my order ship?

We're operating with limited staff working at one time due to the COVID-19 crisis, so please allow 3-5 days for us to assemble your order and see it safely off. Time in transit will be anywhere between 2 and 5 days, depending on the USPS. 

I live in Lexington, Ky. and would like to just come get my order. Can I do that?

Yes! We're now offering curbside pickup options. Be sure to select "Pickup" as your delivery method at checkout. Once we've pulled your order and have it ready, you'll receive an order confirmation with brief instructions. Just so you know what to expect, our curbside hours are Monday through Friday from 11am-2pm and 3pm-5pm, and Saturday between 11am and 5pm. You can drop by at any time during those hours! Once you've pulled up in the curbside pickup space in front of our building on South Limestone, remain in your car, call the store to let us know you've arrived (we will ask for name and/or order number for verification), and we will bring your purchase outside and set it on the wall next to the pickup space for you to collect. If walking or biking, let us know when you arrive and we can tell you where to wait for your order. Our employees observe at least 6 ft. of social distance during curbside pickups and we ask that you do the same.

If you have any special requests, such as a pickup time outside of our given hours, you need your order placed in the trunk of your car instead, etc., please contact us at sqecial@gmail.com in advance so we can make arrangements.

Will you be selling tobacco products or accessories on the website?

We will not be offering tobacco products and accessories in our online store given our platform's rules and our inability to enforce age restrictions online. If you are 21 or older and live nearby, we can arrange a curbside pick-up of tobacco products with you via phone or email, but valid ID must be provided to the employee on staff when you arrive for pick-up or your order will be canceled and refunded. The best way to shop our tobacco accessories is to make an appointment to visit the store.

What happens if I need to return an item I purchased?

All returns and exchanges are at our discretion. Generally, we will accept returns with proof of purchase and if the item is deemed to be in original condition. However, due to the COVID-19 crisis, we are currently unable to process returns or exchanges through the mail. In the event of a defective item, we may be able to take care of the issue online; please contact us at sqecial@gmail.com. If you simply need to return or exchange an item (such as jewelry in the wrong size, etc.), we ask that you reach out to us with details so that we can contact you once we are again able to offer returns. 

When will SQecial Media be reopening?

We're open again! For the time being, we are operating via appointment only so we can easily keep the number of customers at a time under capacity. This may change as we grow accustomed to being open again and get an idea of how our new store layout is working, etc. You can find more details on the measures we've taken in our post here: SQecial Media, the pandemic, and you.

How do I make an appointment to visit the store?

The short answer? Call us at (859) 255-4316. And please wear a mask! For more details on what to expect from your store appointment, please check out our page on how to make an appointment.