1. Who Is Ornament Trees.com? Ornament Trees.com is a Christian-owned USA-based business - a partner site with KCIC Christmas Ornaments which sells fine quality personalized porcelain & glass Christmas ornaments and single or multiple arm ornament stands. It is important to us that you receive top quality products and service when you purchase from this site. We fully understand and accept our accountability to God for the quality of our products and the way you are treated when you purchase from our site. Read a few of the compliments from our customers.
2. Do You Have A Store or a Printed Catalogue? We are an internet-based retailer. At the present time, we do not have a store or a printed catalogue. All of our products are in our on-line catalogue. Go here to see the entire selection of products on our website.
3. How Are Your Ornament Trees And Accessories Made? Many of our trees are hand made and imported from India, China, Hong Kong and other countries. Because they are hand made, occasionally, a tree may have a minor surface finishing flaw and tolerances or dimensional sizes may not be exactly as described. We will gladly replace any tree with a significant surface flaw that affects usability. Go here to read our warranty. Go here for instructions for returns. The glass ornament tree garlands accessories that we sell are imported from Western Europe. The custom rotating tree stand is imported and modified for you by hand, here in the USA. Acid free shred and tissue are made here in the USA. Electrical items are sold by suppliers here in the USA. We assume no liability for the use or misuse of any product on our website. Said liability is the sole responsibility of the buyer, manufacturer or supplier.
4. How Do I Know I Can Trust You? Internet merchants who are serious about the quality of their products and maintaining a good relationship with you will take a number of steps to ensure your security and shopping satisfaction. They will:
We meet all of the above. Go here for more specific customer service information about Ornament Trees.com. For more information about our warranty, click here.
5. Is It Really Safe To Give You People My Credit Card Information Over the Internet? In an article by Sean Michael Kerner published in the January 30th issue of Internet News, reports on Internet shopping and fraud indicate that Internet fraud is on the decline. "As it turns out, though the Internet certainly has its risks, incidents of fraud and identity theft from other more traditional means outnumber those online. (...) In cases where the source of the identity theft was known, only 9 percent were reported to have come from hacking, viruses and phishing. In contrast, a lost or stolen wallet or credit/debit card was the cause of 30 percent of the incidents." On our site, your credit card/checking account information is processed in "real-time" on a secure server. That means, your card is credited/debited immediately when you purchase and, the small amount of personal data collected from you in order to process a sale is encrypted (encoded and scrambled) before it is sent over the Internet for processing by the credit card company. In addition, your credit card or checking account information is carefully guarded after you place your order. We do not keep or store your credit card information on our server. When you place a phone order, we take your credit card info for secure processing by hand and we destroy it after the order is processed. If we send you a payment link for your order, it will lead you to the secure server at Paypal, 2Checkout.com or other secure payment processor.
6. What Methods Of Payment Do You Accept? For USA orders you can pay with any major credit card, a postal money order, personal or business check, Paypal or cashiers check. For international orders you can pay with a major credit card, Paypal, or bank to bank transfer. For more information about our payment process, see Customer Service.
7. Can I Order On Line And Pay With A Check? Yes. You can order from our website using a secure E-Check, by faxing a copy of the completed check with your order or by mailing in a paper check. Please allow 15-20 days for the processing of your payment before the order will be shipped. Go here for more information about how we handle check payments. Go here for the mail / fax order form.If an e-check payment refund becomes necessary, it will be sent to your account by way of a direct deposit through Western Union.
8a. I'm Not Comfortable Placing My Order Over The Internet. Can I Call You? Ordering from our website is safe since all credit card information is encrypted before it is transmitted over the Internet. We understand that some customers either feel more comfortable shopping with a human being or want to verify that we are in fact operating. If you call and the order line is busy, you can use our Automated Order Line by dialing extension 5 or leave a message on our voice mail service. Please speak clearly and tell us your name, the item you want or information you are seeking, your contact phone number, your e-mail address and the best time to reach you by phone. A Customer Service Agent will return your call at our earliest opportunity.
8b. Do You Have A Mail Order Form? Yes! Go here for our mail order form. You can complete the form on line, print it out and mail it to us with your payment. Go here for more information about how we handle mail orders with payment by check.
9. Can I Have An Ornament Tree or Other Product Sent To Someone As A Gift? Yes! Select the ornament tree you want and make your payment. Be sure to include the shipping address on the order form. We may call you to confirm any purchase over a pre-determined security maximum. Pricing information will be removed before shipping. Your message and your name as the giver will be printed on the packing slip or the enclosed gift card. Please type the message you want to send in the "Comments" area of our cart after you select the item and before you complete the payment. If you do not include a message, no gift card will be sent. US residents only. Go here for more information about shipping gifts.
10. Do You Sell Wholesale or Offer a Discount? We do not sell wholesale. However we give all customers an automatic 5% discount on any purchase with five items or more. The discount is calculated and deducted before shipping is added. For a verifiable non-profit organization, we will gladly check to see if a greater discount and/or savings on the shipping can be arranged. Contact us for more information.
11. Do You Have A Payment Plan For Your Large/Tall Ornament Trees? Yes! We want to make our lovely trees affordable for everyone. Payment for our tall trees can be extended over three months with a payment plan that is available from January to October. For more information, see Payment Plan or Customer Service.
12. Do You Have Any Other Discounts That Will Save Me Money? Yes! See Customer service for more details.
13. Is There A Cut Off Date For Pre-Christmas Delivery? Ground shipment orders are processed and shipped from January 10th until December 20th each year. Expedited shipping is available until December 20th. If you are ordering after December 1st, we can not guarantee the product that you want will be in stock or available from the supplier. If you are ordering after December 17th, use expedited shipping such as UPS three day select, 2nd day air or overnight for guaranteed delivery before Christmas. Our current shopping cart doe not collect expedited shipping and additional shipping charges will apply. Expedited handling charges may also apply. Go here to see the holiday delivery schedule. Order early to be sure you get the ornament tree you want in time for Christmas display or gift-giving!
14. Why Are Some Of The Products In Your Store Marked As "Special Order"? A "special order" is either a product of which we do not stock a large quantity or a product which ships to you directly from the supplier. 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. Please note: returns or cancellation of special order items are processed differently. Go here for more information about our policy for the return or cancellation of a special order.
15. Why Did The Price Change After I Added An Item To My Cart? The 36" or taller ornament trees and one piece, pre-assembled trees on our website are considered to be "oversized" by shipping carriers. Shipping charges for these items are calculated at a higher rate. The price on our site increases when you click the "Buy" button because we add a oversize box fee ($2 - $25) to offset their higher shipping charges. The regular shipping charge will also be added at checkout. There is a note in the lower left hand margin of every page on our website with a link to a more detailed explanation. Or read our "Shipping Methods" page for more information about oversized boxes.
16. How Will You Ship My Order? Our preferred shipper is UPS. Occasionally we use DHL for areas or dates that UPS is not operational. FedEx Ground is available if you are using your own carrier account. but, there is an additional $10 pick up fee charged by the warehouse that will be deducted from shipping charges before the refund is issued. Medium sized table top or tall ornament trees and orders over our security maximum are shipped via Ground and you will be required to sign for the package. Larger floor ornament trees (55" - 69") are shipped, in some cases, from the manufacturer via UPS and you will be required to sign for the package. Orders shipping to Canada, Alaska, Hawaii or Puerto Rico are shipped via USPS Priority mail or parcel post. Please, no post office boxes. UPS will not deliver to a post office box or a post office street address. Therefore we need a street address with your order. When the order is shipped, you will receive a tracking number. Go here for more information about our shipping methods, shipping refunds and approximate rates for expedited shipping. If you are ordering after December 17th or need your item in a hurry, please use expedited shipping.
17. When and why do you require a signature? For your protection, a signature is required for any order that is shipped to an address other than that on your credit card statement and orders that trigger a security check. You will receive a notice with the tracking number as soon as possible after your product is shipped. Use that number at the UPS website to find out when your order is due to arrive. Your Options: if you are not at home when the UPS driver comes, he/she will leave an InfoNotice. We recommend the following options: - have someone at your home to sign for it;
- send it to your job or the home of a neighbor/friend/relative who can sign for it;
- request that it be re-delivered when you are home (except weekends);
- request that it be held for pick up at the local UPS facility;
- have it delivered to your place of employment with clear instructions regarding your location so that the UPS driver can find you to get your signature.
18. Do You Ship Overseas? Yes. We ship to customers in Canada, Australia, Europe, military destinations, Israel and the UK. Go here for more information about international shipping and payment info on international orders. We ship via USPS Global International Parcel Post, Global International Express or Priority Mail. Please allow plenty of time for an international parcel post shipment to reach you. In our experience, it can take up to 120 days ( 4 months) to arrive. The item will be shipped insured and your signature will be required. We ship by the United States Postal Service which then passes the package on to the postal service in your country. We are not responsible for delivery time or condition of the package once it leaves the United States. Import fees, tariffs and taxes levied by your country are your responsibility. Please allow ample time for delivery Please remember, international shipping charges are not included in the shipping fee collected at the time you place your order. We will send you a secure payment link to collect payment before the item is shipped.
19. Using your own carrier account for International Shipping: We can ship via UPS, DHL or FedEx International if you are using your own carrier account. Otherwise, we ship United States Postal Service which will then pass the package on to the postal service in your country. Import fees, tariffs and taxes levied by your country are your responsibility. Specify which carrier you want to use, include your carrier account number and a written request or authorization to use your carrier account number in the "Comments" area of our shopping cart. We will also need the business name under which the account is registered. We can not use your account unless this information and permission accompanies the order. PLEASE NOTE: There is an additional $10 document preparation fee and $10 pick up fee charged by the warehouse. This service may not be available in all areas of the US, International destinations or Canada.
20. How Do I Arrange Expedited Shipping For My Order? Currently, our shopping cart does not collect charges for expedited shipping. You can request a quote for expedited shipping by using our online Contact form. Or, indicate in the "Comments" area of our shopping cart what expedited method (three day select, 2nd day air or next day air) you prefer. We will contact you for payment and send you a secure payment link to complete your payment before shipping the order. To use FedEx and your own carrier account for expedited shipping include your carrier account number and a written request or authorization to use your carrier account number in the "Comments" area of our shopping cart. Numbers alone in this field( without a permission to use note) will be ignored. We will also need the business name under which the account is registered. Since FedEx is not a shipper used by our warehouse they charge a $10 preparation and pick up fee that will be deducted from the shipping collected on your order before the refund is issued. We can not use your account unless the account number and a note indicating your permission to use the account accompanies the order. The cut off time for processing a next day OR second day air shipment is 10:00 am (e.s.t.) Expedited orders for in stock merchandise submitted after 10:00 am will ship the following day. All orders are subject to product availability. Same day air shipment requests placed after 10:00 am will incur a warehouse handling fee of $25. During the busy season, a note with your name and order number indicating that you want expedited shipping will help us to locate and process your order in a timely manner. Please remember, expedited shipping charges are not included in the shipping fee collected at the time you place your order. We will send you a secure payment link to collect payment before the item is shipped.
21. When Will I Receive My Order? Please allow 1-3 business days for processing of individual orders for products in stock at our facility and an additional 3-7 business days for transit (excluding weekends and holidays). Your order should arrive within 3-7 days after shipping depending upon where you live in proximity to us or the supplier. You will receive a notice with the tracking number as soon as possible after your product has been shipped. Items not in stock: If your item is not in stock, it could take 5 days to get to us and an additional 3-7 days to get to you. After December 1, it could take up to 7 days for us to get it and an additional five days to get to you. Orders shipped directly from our supplier or a different location: Certain items, quantities of two items or more and special orders ship directly from our supplier. Please allow 1-5 days processing and an additional 3-7 days for transit (excluding weekends and holidays.) Certain suppliers take up to a week or more to ship out or notify us if the item you want is not in stock. Feel free to e-mail us and request a stock availability check before you place your order. International Shipments: please allow 1-3 days for processing of orders for in stock items; 5-7 days for processing of orders shipped from a supplier and an additional 3-8 weeks for delivery. International parcel post could take up to 3 months for delivery - especially if the order is placed in November or December. If you do not think your tree will arrive in plenty of time to give or display when you need it, consider expedited shipping. If you have any questions, e-mail us for a swift response.
22. What If I Need to Change or Cancel My Order? No changes or cancellations can be accepted after midnight of the day that the order was placed. Why? Most of our orders are shipped from warehouses that process thousands of orders every day. If the order has already been processed, the distribution center warehouse charges us a $35 service fee to locate and remove the package from the shipping queue. Sorry, if they charge us, we have no choice but to deduct this charge from your refund. To cancel your order, use the Cancellation Form to contact us before midnight of the day that the order was place. DO NOT CALL THE ORDER LINE OR LEAVE A MESSAGE! If we can cancel the order before it has been shipped, your payment will be refunded in full. Once the order is placed into a shipping queue, it can not be cancelled and will ship to you. In that case, your cancellation will be handled as a return. Go here to read our return policy. Alternatively, if you do not want the item, refuse the package when it arrives or return it UNOPENED to the UPS driver. UPS will not accept an opened package unless it has a new shipping label. After the item has been returned to us, we will deduct outbound and return shipping from the total paid and issue a refund for the balance due.
23. What If My Product Is Not In Stock? Unless the item is marked as out of stock with a re-stocking date, we will notify you by e-mail and give you the option of delaying shipment until all items are available or shipping in stock items now and back ordering the other or cancelling. You will be informed of the anticipated delivery date and any delays or changes. After your product has been shipped, you will receive a notice with the tracking number. If your order can not be filled because the product is no longer available from the supplier you will be notified. If your card was billed or you sent us a check, we will issue a full refund. Due to the heavy volume of orders, e-mails and calls during the busy season (October 30 - December 31st) and our small staff, it may be difficult for us to notify you in a timely manner. To check on the status of your shipment, click the "Order Status" button on our site or e-mail us. If you have not received your order within a reasonable time (1 to 1-1/2 weeks after ordering) please e-mail us. We will gladly check on the status for you.
24. What If I Need to Return My Order? First request a Return Merchandise Authorization Number. To cancel your order, use our contact form. If the cancellation is made after the order has been shipped, outbound and return shipping charges will be deducted before the credit will be issued. Click here for more information about packing your order for return.
25. What If You Make a Mistake on My Order? We deeply regret any error in processing, shipping or handling the return of your order and will do what we can reasonably do to rectify the error. We recognize that many of our customers order for a special event and request that you enter the "need by" date in the Comments area of your order form. If you notify us of a due date for your order and we do not ship in time, we will either expedite at our expense (if the order can be processed by the warehouse in time), cancel the order and issue a full refund or issue a full refund after the merchandise is returned. We are not responsible for an unshipped order or missed delivery date if we are not notified of a due date, sent you correspondence to which there was no reply or if we discover the error and/or ship within the 1-3 day order processing and 5-7 day delivery time frame specified on our website. Please review our customer service page, terms/conditions, warranty and return/refund policy.
26. How Do I Care for My Ornament Tree or Accessories? Basic Use & Care instructions for your ornament stand, accessories or tree are available in our Ornament Tree Decorating Centre. We have more specific information about caring for collectible ornaments, our ornament trees and other products on our site, helpful ideas and assembly instructions for certain trees.
27. What Is Your Privacy Policy? We will never sell, rent or give your personal information and e-mail address to anyone, with or without your permission, for any reason. We hate to receive "spam" and will do everything in our power to protect Ornament Trees.com customers. To see our detailed privacy policy, click here. If you have any further questions, you can also contact us.
28. I'm getting spam with an attachment that appears to come from your domain. Did you send it? No!!! We hate spam and never, ever send it. We also get "spam" or e-mails that we did not send which appear to come from our domain. If you get an unsolicited e-mail using our domain name that does not have a subject , has an attachment, references a file that ends in "gif, jpg, eps or pif" or has a subject describing products that we do not sell, it is spam. Do not open it, delete it immediately and run your anti-virus program.
29. Do You Folks Believe in "Keeping Christ in Christmas"? How Do You Share That Philosophy? We include an inspirational holiday themed pamphlet and free, inspirational pocket calendars with your order ( while supplies last). We hope that you will read and share your pamphlet with someone that you know. If you are sending an item from our site as a gift they will also receive these items. By the way, we earnestly pray for each person who purchases our products and every home into which our products are sent. We have a special prayer list for our military servicemen and women and customers who request prayers.
30. Do You Tithe Or Donate To Christian Organizations From Your Sales? Absolutely! The tithe from our sales goes to the Christian Broadcasting Network, Operation Blessing, International Bible Society, Christian missionary and relief agencies serving in Africa, Asia and all around the world plus the poor, the fatherless, the widow or the stranger as the opportunity and prayerful consideration permits.
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The "Buy Now" price for products with this symbol includes a $2 - $15 oversize box fee. Regular shipping will be applied at checkout. 