CUSTOMER SERVICE and FAQ
We are members with top standing trust associations: BBB Accredited Business, Yahoo Secure Shopping, BBB Online Reliability, Yahoo Top Service Merchant, Secure Yahoo! Shopping and Verisign.
On line orders can be placed using our secure online shopping cart system sponsored by Yahoo. We accept Visa, MasterCard, Discover, American Express, PayPal(exception outside the U.S.) and in some cases a Personal Check.
TOLL FREE: 1-877-714-1752
EMAIL ADDRESS: firstname.lastname@example.org
Hours of Operation: Monday - Friday 10:00 - 3:00EST For faster service we encourage communications via email to email@example.com due to the different time zones in the U.S. Our web site store is available for ordering 24/7.
PRIVACY & SECURITY POLICY for ON-LINE ORDERS! All orders and personal information are transmitted on secure servers which prevents your private information from being intercepted. All personal information entered is strictly confidential and will not be traded or sold to any third party.
Order processing, packaging and delivery time is noted for each product in the web store. Many of the furniture and decor products can take upwards of 3 to 7 weeks. Once shipped allow 4 to 6 business days for delivery to you. You can always determine how long delivery is by going to our site, looking up the product you ordered and it will state the availability(Example: "Availability: Usually ships in 2- 3 weeks).
We will e-mail you a confirmation when the order is shipped. Prior to shipping, however, no status is available.
We offer free ground shipping and shipping costs are included on most all of our products. By having this feature it saves our customers time in the check out process.
Orders outside the contiguous U.S. ie. Puerto Rico, Caribbean, Hawaii and Canada have a minimum shipping surcharge of $29.00 added to your order for taxes and customs.
On individual item orders we will not charge your card until we are notified by our supplier that your order has been shipped to you.
When your order is placed you will receive a order confirmation to your email address. It states on the confirmation you can always find out the current status of your order by clicking on the order confirmation. No status is posted however until the product ships and you receive a shipping email. At that time you can check the up to date order shipping status.
If a popular item has sold out, we will sometimes accept backorders as a courtesy to our customers. Your credit card will be charged when product ships or within thirty days whichever comes first.
PERSONALIZED and CUSTOM ORDERS POLICY:
Once your product goes into production your credit card is charged. Therefore no changes, no cancellations, no returns, no refunds can be considered.
Once the merchandise has been manufactured and shipped no cancellation can be made. Special order items are not normal stock. As a result, they may not be returned for a credit or refund for any reason other than documented reported shipping damage. Special orders includes Bedding, Furniture, Mirrors, Lamps, Personalized Gifts, Jewelry, products on-sale and breakable items.
Shipping is included in the price of the product in the continental U.S. therefore there are no shipping charges(called Free Shipping or Shipping Included) added during checkout. This makes your checkout easier and quicker. Shipping surcharges may apply for large heavy products such as furniture or a large mirror that has to be shipped via common carrier. When the order ships you will receive an email confirmation that your product has shipped. Up until that time there is no shipping status or tracking information available; and not all suppliers provide shipment tracking numbers.
MORE FREQUENTLY ASKED QUESTIONS:
Do you offer a printed catalog?
We do not because we constantly add new products, update or delete products in our store. All of our items are on our web site. You can print a page from our site or email a page to a friend.
Can you send a greeting card with my order? Most suppliers are not equipped to do this. However we will attempt to provide this service where possible.
Are shipping costs included the the price of the product? Over 95% of our products include free shipping or shipping included. This makes your checkout process quicker and easier. Any exceptions will be noted with the particular product.
Sales tax is not applicable unless you live in N. Carolina and a 7.50% tax is added to your order.
Do you ship outside the continental U.S? If you reside in Alaska, Hawaii, or Canada please contact us via email as shipping to these locations require a shipping surcharge. We do not ship overseas.
I don't like to place an order on-line, will you accept a fax'd order? Yes we will. Our fax number is 704-375-1036. Please include the product name, item number, price, your shipping address, billing address, telephone number and your e-mail address. We will call you to discuss payment plans.
What about out of stock items and backorders? We do not accept backorders from our suppliers unless you instruct us to. You will be notified immediately if a product is not available for any reason.
Do you provide UPS and FedEx tracking numbers? Most of our suppliers do not provide tracking numbers.
How long does it take to get a product?
RETURN POLICY FOR NEW AND UNUSED PRODUCT:
Under No Circumstances Should Product Be Returned To the Manufacturer/Supplier Without Contacting Nautical Decor & Gifts first at firstname.lastname@example.org
Product returns require a pre-approved authorization from Nautical Decor and Gifts for any requested return of new and unused merchandise within ten days of receipt. After ten days our suppliers may not consider a return. Send email to email@example.com with order number, product name, the reason for return, and do you want a replacement product.
Note: No returns are accepted for customized, personalized, special orders including furniture, dinnerware, bedding, large mirrors, jewelry, items made with seashells or on-sale products.
Merchandise must be in its original packaging, with all packing fillers, packing slips and packaging tightly sealed. Our products ship from different suppliers throughout the country therefore each return is handled differently by each supplier.
Returned product is assessed a 20% re-stocking charge which is the charge our suppliers and manufacturers charge us. Customer is responsible for return shipping charges.
We will reply via email to where you will ship the returned product. Once product is received, inspected and approved you receive credit less re-stocking charge. The returns process should be completed within 10 days.
RETURNS FOR DAMAGED OR DEFECTIVE PRODUCTS:
Products damaged must be reported to firstname.lastname@example.org within 5 business days of receipt. Keep all packaging, packaging filler material, documentation, and the original package or box. Email: email@example.com to request a claim to be conducted by our supplier’s transportation carrier.
Include in your email the following: -Order number -Your name -What carrier delivered your product ex. UPS, USPS -Explain what exactly is damaged about the product -And state if you are interested in a replacement product