About Ornament Trees.com - ORNAMENT TREES.COM

Message Center: Our products sell best between Oct 31 and Dec. 31st. The quickest way to reach us and get help if you need it is to use the contact form on our website or the e-mail address spoken by the avatar on that page.Please give a detailed message and include your e-mail address. If you are inquiring about product availabiltiy we need the product sku number and description.

FAX Order Line: 1.866.505.7475 (available 24 hours a day, 7 days a week, 365 days) Go here for mail/fax order form. Please include an e-mail address for your order confirmation and/or our follow up contact with you.

Mail Order: Go here for mail/fax order form. Complete the form and send it to the above address. Please include an e-mail address for your order confirmation and/or our follow up contact with you.

E-Mail
As a rule, we check and reply to E-mail several times a day and generally respond within 2 business days depending the complexity of the required answer. If you do not get a return message within that time frame, we are not deliberately ignoring you. :-) Many ISP's (including ours) have installed aggressive spam filters which reject any message sent from a domain or address that is not in your address book. If our e-mails to you or yours sent to us are rejected as spam, we will never know. E-mail us again if your need is urgent or if you do not hear back within 2 business days. Check your bulk e-mail box and set your account's spam filter to accept mail from Ornament-Trees.com. Go here to get the instructions for adding our e-mail address to your e-mail account. Use the Contact Form on our website for the quickest reply. Be sure to check the e-mail address that you type on your note or on our contact form. I can't tell you how many times we've taken hours to research and prepare a reply to a customer only to have the reply returned to us because their e-mail address was incorrect!

Secure Order Processing
Our Internet store processes orders 24 hours a day 365 days a year. We use a secure server for all of our on-line order processing. Orders placed on our website are processed securely in "real-time" which means your card is automatically credited/debited at the time of the transaction. This process is not handled by us personally but by computers located hundreds of miles apart. Each order and the confidential information is encrypted for security. Go here for an explanation of real time credit card processing.

Payment Methods
We accept all major credit cards, Paypal e-checks, bank e-checks and money orders. For USA ordering from our website you can pay with:

American Express
Diners Club
Discover (credit or debit)
MasterCard (credit or debit with MasterCode)
Paypal (account, credit card or e-check)
Visa (credit or debit with"Verified by Visa")
Paypal (debit or e-check). Here is how we handle payments by Paypal or a Paypal e-check. If you pay by Paypal e-check the order will not ship until after the payment clears. Orders are filled on a "first come, first served, paid for" basis. Therefore, it is possible that an item may be out of stock by the time your payment clears and the order is processed.
Business or Personal Check: Go here for information on how we handle checks . Go here to download the Mail/ fax Order form. . If you pay by bank e-check, the order will not ship until after the payment clears. Orders are filled on a "first come, first served, paid for" basis. Therefore, it is possible that an item may be out of stock by the time your payment clears and the order is processed.
Money Order or Certified/ Cashiers check: For your security, a USA postal money order is preferred. Go here for information on how we handle money orders. Remember, orders are filled on a "first come, first served, paid for" basis.
International and Canadian orders: We accept all major credit cards and bank to bank transfer for orders over $250. Sorry, no international checks, money orders or travelers checks. Current rate of exchange will apply. Go here for more detailed international shipping information.

Discounts
Special offers: Every month or on special occasions we offer a site-wide % off any order for a qualifying amount. The discount is deducted before shipping is added.
Donations: We make donations to non-profit organizations in the form of a higher discount on purchases and reduced shipping charges (where possible.) Proof of non-profit status and other information is required. Go here for more information.
B2B Discounts/Wholesale: We do not sell wholesale. We offer discounts on the purchase of multiple items of certain small products such as ornament hooks and Ornamotions. Our normal % discount as stated above will apply. If you place a large quantity special order, and we can get a quantity or shipping discount from the supplier/manufacturer, we will gladly pass it on to you.

Why You Should Create An Account With Your Order
Our cart will allow you to place an order without creating an account. However, it will benefit you to do so. Customers with an account can:

read our reply to a note that you placed in our order
view our comments and/or confirm changes to your order
see when your order was sent to a warehouse or shipping location
get the tracking number for your order
post a product review
create a wish list
save your shopping cart
easily update your account when re-ordering
keep track of your order history
get advanced notice of sales
request an RMA for a return

Go here if you receive an error message while trying to set up an account with your order.

Receipts
You will see a printable copy of your order on screen and receive a copy by e-mail at the end of the transaction. This will be your receipt. You will also be e-mailed a tracking number after the order is shipped. A pack slip with return instructions is included. Customers placing a special order may not automatically receive a tracking number. However, we will gladly check with the shipping warehouse and obtain one for you. If you created an account when you placed your order, you can log into your account to get a copy of the receipt and the check the tracking number.

All orders are subject to a fraud review which can take up to three days to complete. Your credit card statement will show a sale processed by KCIC Christmas Ornaments or Ornament Trees.com . If we send you a secure payment link, your receipt may show the following statement: "Goods and services are provided by KCIC Christmas Ornaments. 2Checkout.com Inc., is an authorized retailer of KCIC Christmas Ornaments. Or, if you paid with Paypal, your statement will show a sale to "WDWS PROPERTIES." If you have any questions, use our contact page.

Gift Orders
We will gladly send any order from you as a gift. The receipt will be e-mailed to you after the online transaction. Depending upon the location from which your gift is shipped, the recipient will get either (1) a hand signed gift card in your name or, (2) your message printed on the packing slip. The recipient of your gift will not get any price information regarding the sale. Please notify the recipient that a signature will be required at delivery.

Special Orders
A "special order" is six or more of any one product. In some cases, the supplier charges us an additional "special handling" fee in order to process your order in a timely manner. Products with a special handling fee will be marked as such. In certain cases, the supplier can take up to three weeks to process your order. If our inventory shows "0" for an item that you want, check the "Restocking?" info on the product description page to see if it is active stock. Check the "Manufacturer" info for more information about their order fulfillment process. Then, contact us . If the item is open stock, we can place an order for you outside of the cart. When you inquire, include the product name and item number, quantity that you need and date by which you need your order - especially if your order is time sensitive. Go here for more information about our special order cancellation and return/refund policy.

E-Z Payment Plan
Spread out your payment over three months for (1) a large quantity of a single item (i.e. centerpieces for an event, wedding centerpieces etc.) (2) large order totalling $300 or more or (3) a floor height ornament tree (48" - 90") Go here for more information about our payment plan.

Order Cancellation
Use the Contact Form to notify us that you wish to cancel an order. PLEASE DO NOT CALL OR LEAVE A MESSAGE. Orders must be cancelled before 10:00 pm of the day it was placed. Once the order has been placed at the warehouse, it can not be cancelled. Otherwise, it will automatically ship and the cancellation must then be handled as a return. Go here for more information about our return policy.

Order Fulfillment
Our products are shipped from warehouses and suppliers all across the USA. We ask all customers to allow 1-3 business days for processing an order and 5-7 business days for transit to you. Expedited (3 Day Select, 2nd day Air, Next Day Air) orders ship 24 hours or 1 business day after the order is placed. Go here to see our UPS Delivery Time Chart and Map. We are closed on national and UPS holidays.

Multiple location shipments: If your order has items that ship from more than one location, you will receive the discounted UPS rate from both locations.
In stock shipping from warehouse 1 or 3: items normally ship out in one - three days after the order is placed for fulfillment. You will receive an e-mail from the warehouse with your tracking number. After November15th, you will be able to get the number and track it after logging into your account.

In stock shipping from Location 2: you will get a notice from UPS when the shipping label is prepared.
Special orders shipped from the supplier: depending upon what you order, it could take up to three weeks to process. Some of our suppliers send us your UPS tracking after an item as been shipped. Others do not. Please feel free to e-mail us to check on the status of your special order.

Out of Stock or Low Stock Items: Our policy is to bring you the widest variety of heirloom quality ornament trees and display items at the lowest possible price. Just because a product shows on our site as"out of stock" or low on stock doesn't mean that it is not available. It may be on back order with the supplier, on the way to one of our warehouses or available in larger quantities by special order. Check the "Restocking?" line on the product description page to see if it is active stock and available from the manufacturer. We'll be happy to check the availability of any item showing on our site as out of stock or low quantities. If you need help with such an item, please use the Contact Form In the event that you special order a product which is not in stock, and still available from the manufacturer, it could take up to five - ten days for delivery to our warehouse and an additional three-seven days for delivery to you.

Shipping
UPS Ground is the default method of shipping for all of our products. Expedited UPS shipping is available and can be selected on the order form. USPS (postal service) is available to Alaska, Hawaii, Puerto Rico, US territories and all overseas military destinations. A signature will be required at delivery for mainland US customers who select USPS instead of UPS. Go here for more information regarding our USA shipping policy International orders are shipped via USPS (US post office.) Go here for more specific info regarding international shippng.

Pre-Paid Advanced Ordering
If an item is marked "Yes" beside the "Advanced Order Recommended" field on the product description page it is either (1) custom made and must be ordered and paid for in advance. (2) popular with our customers but, in short supply from the manufacturer, or (3) imported in a small quantity and takes 3-6 months to arrive stateside. In addition, many of our beautiful trees are ordered in a small quantity 6-9 months before the holiday season. A pre-paid advance order reserves the item for you. Back orders are filled on a "first come, first served, date & time, pre-paid or not," basis. Your card will be charged at the time of the sale and your order entered at the appropriate warehouse for automatic shipment after the item arrives. You always have the option of canceling the sale before it is shipped or selecting a different, comparably priced product. As many of our suppliers do not notify us when they ship a partial order or back order an item we have ordered from them, we will keep you informed of the status of your order and let you know if there are any problems. If we are unable to fill the order, it will be cancelled and a full refund issued. Go here for an explanation of the information in the "Details" section on our product description pages.

Return Policy
You have fifteen days after receiving an item in which to request an RMA (Return Merchandise Authorization) and five days thereafter in which to return the item. Go here for more information about our return policy.

Anti-Spam/Privacy Policy
We respect your right to privacy when placing an order online and will not sell, rent or give away your personal information. We have a firm privacy policy and will never share our customers' e-mail addresses or personal information with anyone (unless required to do so by court order.) We have a strict anti-spam policy as well. We will never under any circumstances send blanket unsolicited commercial e-mail ( spam) advertising a product that we do not sell on our website. Once or twice a year, we may send an e-mail to our customers informing you of discounts, special sales and new products. Unfortunately, like many other on-line merchants, our domain name has been faked and used to send spam to others. If you get an unsolicited e-mail using our domain name that does not have a subject, has an attachment or a photo or describes a product that is not on this web site or one that we do not sell, it is spam do not open it! Delete it immediately and run your anti-virus program.

If you have any further questions, please use the Contact Form. We'll be happy to help you. Thank you for shopping at Ornament Trees.com.

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