GENERAL PRODUCT RETURN Policy
GENERAL PRODUCT RETURNS
We will gladly accept the return of any product within 15 days after you receive it. For your convenience our return process is fairly easy to follow:
GENERAL RETURN FOR ITEM SHIPPED FROM 49637 ZIP: For your convenience, the pack slip in with your order also includes the instructions for return or return for exchange if the items are not damaged or defective. If the pack slip or instructions are missing go here for an RMA form.
GENERAL RETURN FOR ITEM SHIPPED FROM 43612 ZIP: For your convenience, the pack slip in with your order also includes the instructions for return or return for exchange if the items are not damaged or defective. If the pack slip or instructions are missing, go here for an RMA form.
GENERAL RETURN FOR ITEM SHIPPED FROM 15237 ZIP: To return or return for exchange items which are not damaged or defective go here for an RMA form.
RETURN OF DAMAGED/DEFECTIVE ITEM SHIPPED FROM 60060: PLEASE DO NOT RETURN ANY ITEM WHICH ARRIVES DAMAGED OR IS DEFECTIVE WITHOUT CONTACTING US FIRST. Use the contact form on our website to notify us of the problem. Please describe the issue as specifically as possible so that we can assist you in a timely manner The return form is located here.
RETURN OF DAMAGED/DEFECTIVE ITEM SHIPPED FROM 49637, 15237, 43612 ZIP CODES: PLEASE DO NOT RETURN ANY ITEM WHICH ARRIVES DAMAGED OR IS DEFECTIVE WITHOUT CONTACTING US FIRST. Use the contact form on our website to notify us of the problem. Please describe the issue as specifically as possible ( i.e. shipping box damaged/falling apart and the instructions or parts of the tree are missing; parts missing or broken; item will not start or run consistently etc.) so that we can assist you in a timely manner
To receive an automated e-mail with detailed return instrructions, send an e-mail to "returns at ornament-trees.com". Please use the "@" symbol instead of the word "at" with no spaces in between. We removed the @ symbol to foil spammers. You will receive a return e-mail with detailed instructions for making a return, how to find your RMA number and a link to access the appropriate Return Merchandise Authorization form. To see how the address should look or get help with adding our address to your list of approved senders, go here.
- PLEASE NOTE: If you are using AOL, EarthLink, Yahoo or Hotmail, BlueYonder in the UK, an address ending in .edu or .gov and certain corporate e-mails, your e-mail server will automatically reject our mail as spam.
Add the return e-mail address on your pack slip to your buddy list before making your RMA request. Otherwise, you will not get it or it will be diverted to your bulk mail folder.
- Use the box and packaging in which your order arrived to repack the item exactly as you received it. It is not necessary to spend any additional money to repack the order.
- Remove the free gifts enclosed in the pouch - they are yours to keep.
- The return instructions will include a link to download the RMA form. Fill it out and be sure to insert it in your return.
- Cover the old shipping label on the outside of the box with your new one.
- Return the item within 5 days after you receive the RMA letter. For your protection, use UPS or FedEx or other shipper that issues a tracking number. We may need the tracking number and date of shipping in order to locate your return.
- USPS delivery confirmation is not a tracking number. It tracks a package only to the local post office.
- If you are using USPS for your return, consider purchasing insurance.
- If you do not get a reply to your RMA request or if you need further assistance, use the Contact Form on our website or call and speak with a customer service agent.
IMPORTANT:
- Our orders are shipped from warehouses located around the country. They process hundreds or thousands of shipments and returns everyday. If you return an item without authorization, they may not be able to locate it. If they can not locate it, we can not issue a refund. A link to the correct RMA form is included in the return instructions that are included on the pack slip in with your order.
- In addition, items returned without an RMA are frequently returned to the wrong location. If that is the case the cost to move the merchandise to the correct location will be deducted from your refund.
- No returns or request for credit, exchange or merchandise credits after 30 days. Please respect this policy and do not abuse our return system by sending back an item that you damaged or one for which the return period has expired.
- Any order returned after the warranty period has expired will be refused or a 50% restocking fee will be deducted from the refund.
THE RMA REQUEST E-MAIL
Did you send us an e-mail requesting an RMA or reporting a problem to which no one responded? Customers using AOL, EarthLink, Yahoo, Hotmail, addresses ending in .edu, .gov and UK blueyonder.co.uk have the most difficulty receiving our replies. If you sent us an e-mail from this type of e-mail account and did not get a response, it is very likely that your e-mail was blocked by our e-mail spam filter or that our response to your e-mail was either diverted to your bulk / spam mail folder or blocked by the spam filter on your personal or corporate e-mail server. We encourage you to use the Custome Serivce Request Form to get in touch with us. We endeavour to respond to all calls and e-mails within 24 hours. If you sent that note to the return e-mail address listed on your pack slip and did not get a reply, please use the contact form on our website. AGGRESSIVE SPAM E-MAIL FILTERING
Unfortunately, unless our spam filter set fairly high we get 60-100 unwanted junk e-mail messages a day. Occasionally some legitimate messages are also screened out. This happens most frequently when you send us an e-mail without a subject or a first and last name as a sender. You can send us an e-mail from your own e-mail account if you wish. Be sure to include your FULL name and the cart id order number in your request for information so that we can locate your order quickly and respond in detail to your issue or concern. You would be surprised how many inquiries we get with just an e-mail address and no name or order number. We can not check your order without your name, order number and/or the same e-mail address used on your order.
For more specific details click on the links below:
Refunds, Restocking or Cancellation Fee
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