Ornament Tree Accessories |
| | Return/Replacement of Ornament Trees.com Products |
We unconditionally guarantee the beauty, quality and performance of our ornament trees, accessories and other home decor. Your purchase is covered by a 15 day return policy. You can return your order for exchange or credit within 15 days after receipt with an approved RMA.
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DAMAGED / DEFECTIVE RETURNS There is a difference between an item that is damaged and one that is defective and how each return is handled. DAMAGED: If your order arrived in a packing carton that was damaged (torn, holes, etc.) please check the contents carefully. The fact that your order arrives in a damaged box does not mean that we are not a reputable business. We did not ship it that way. :-). In addition, it is possible for the box to be damaged by the shipper but the contents inside to be intact and in good condition. If the box and the item that you ordered are both damaged go here for further instructions. Damage is the responsibility of the shipper/carrier. We are the "middleman" so to speak acting on your behalf with the shipping carrier. DEFECTIVE: If the packing carton is fine but you can not assemble or use the item because of broken, missing parts, it does not rotate, etc. it may be defective. Go here for further instructions. Defects are the responsibility of the supplier. Return to Top |
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: Read the pack slip that was included with your order and follow the return instructions. 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. 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. Please add the e-mail address on your pack slip to your buddy list before making your RMA request. Also, check your spam or bulk mail folder as the reply may go there instead of your e-mail inbox. 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, return your order using UPS or FedEx or other method 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. After our live customer service is active again, you will be able to call and get help by phone.
********************************************************* IMPORTANT: Our orders are shipped from warehouses all over the country which 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. 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 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.
For more specific details click on the links below: Return to Top |
| For your protection, we request that you make your return using a shipping method that issues a tracking number. You may need the tracking number and date of shipping in order to locate your return - especially if you send the return to the wrong address. 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 in case your package is lost. RETURN BY USPS/ POST OFFICE: Take the package to your local post office to get a delivery confirmation number. Or, if you process your packages by creating a label over the internet, hand it to your mail man. RETURN BY UPS: UPS drop box at your local post office any UPS store Staples Office Depot hand it to your UPS driver if you are expecting a delivery Or, call your local UPS 1-800-PICK-UPS (1-800-742-5877) for drop-off locations.
RETURN BY FedEX: Any FedEX shipping location FedEX Drop box at your local post office Hand it to you your FedEX driver if you are expecting a delivery.
For more specific details click on the links below: Return to Top |
MAKING AN EXCHANGE | We will gladly exchange any product within 15 days after you receive it for a 100% full replacement. Please note: You must obtain a Return Merchandise Authorization number with the return/exchange of any product. Follow the return instructions above. If time is of the essence, we can ship a replacement immediately when you supply proof that the original order is on its' way back to us. Send us a UPS or FedEx tracking number by e-mail. Please do not call it in - especially during the busy season. Using USPS for your exchange return: if you use a US Postal Service delivery confirmation number as proof of return we can not ship out a replacement item immediately. Unfortunately, their shipments can not be tracked until after the package has been delivered. If you must use USPS, for your own protection, consider insuring the package when it is shipped. If time is not of the essence, the exchange item will be shipped as soon as we receive either your return or notice from our supplier that they have received the return. Shipping charges for the replacement item are not included. Please include authorization to charge your card for shipping on the RMA form. Return shipping costs are not refundable and can not be reimbursed. No refunds will be issued unless we receive either the returned item or written proof of return shipment to an approved return location.
For more specific details click on the links below: Return to Top |
| Seasonal Valentines Day Returns/Exchanges: You can return or exchange Valentine's Day merchandise up until February 12th. Return for credit must be completed by February 24th. Shipping charges and/or return shipping costs are not refundable and can not be reimbursed. Seasonal Easter Returns/Exchanges: You can return or exchange Easter merchandise up until March 23rd. Return for credit must be completed by March 24th. Shipping charges and/or return shipping costs are not refundable and can not be reimbursed. Seasonal Fall Holiday Returns/Exchanges: Halloween trees can be returned or exchanged within your 15 day warranty period. Returns or exchanges of Halloween merchandise must be completed by October 27th. Thanksgiving items can be returned or exchanged within your 15 day warranty period or completed by November 21st, whichever comes first. For more specific details click on the links below: Return to Top |
RETURN OF WRONG PRODUCT OR DUPLICATE SHIPMENT | If we make a mistake in filling your order and you receive the wrong product - for example your order form states Item "A" and you receive Item "B": Contact us immediately to let us know of the error. The facilities that we use ship thousands of orders a day. Honest mistakes can occur. No one is trying to "rip you off". If it was a warehouse error, we will refer it to them and they will contact you. If it was shipped from another type of location, you will receive a return shipping label by e-mail. Due to aggressive spam filters in place on almost all e-mail server, you need to add the UPS address pkginfo@ups.com to your buddy list, white list or list of approved senders BEFORE you report the problem. Otherwise, the return label will be rejected as spam. Be sure to enclose the completed Return Merchandise Authorization form with your RMA number and any instructions, parts, etc. that came with the product. Repack the order as you received it. It is not necessary to spend additional money to repack the item. Apply the new shipping label over the old one (if we e-mailed or mailed one to you) and return it to us by one of the following methods: hand the package to a UPS driver if you are expecting a UPS delivery within a few days drop it off at a nearby Staples, UPS Store, UPS facility or Office Depot drop it off at the UPS drop box. Call your local UPS 1-800-PICK-UPS (1-800-742-5877) for drop-off locations.
Let us know that the item is on its' way back and we will ship the correct item at no charge to you. If the correct item is not available, we will backorder it and notify you or cancel and issue a refund at your option. The returned item must be unused and in its' original condition. Otherwise, a restocking fee will apply. No refunds, credits or exchanges will be issued without the returned wrong item. Returns must be initiated within 5 days after the RMA number or return label is sent. If you contact us and do not hear back within 48 hours, use the Customer Service Request form to contact us again. After our live customer service is active again, you will be able to call and get help by phone.
If we make a mistake and send you a duplicate order:We appreciate the integrity of customers who report receiving a duplicate or multiple items in error and reward their integrity. If you receive two e-mails notifying you of a shipment on the way, please refuse the duplicate or hand it back unopened to the UPS driver. Otherwise, Contact us immediately to let us know that you received a duplicate. Do not open it. As long as the package has not been opened, you can hand it to your UPS driver the duplicate. Since we do not intentionally ship duplicates, it is not a "blessing" to you if you keep an order for which you have not paid. In fact. it is stealing. If it was due to a warehouse error, we will refer it to them and they will contact you. Otherwise, you will receive a free return shipping label by e-mail. Due to aggressive spam filters in place on almost all e-mail server, you need to add the UPS address pkginfo@ups.com to your buddy list, white list or list of approved senders. Otherwise, the label will be rejected as spam. Place the new shipping label over the old one and return it to us by one of the following methods: hand the package to a UPS driver if you are expecting a UPS delivery within a few days drop it off at a nearby Staples, UPS Store, UPS facility or Office Depot drop it off at the UPS drop box. Call your local UPS 1-800-PICK-UPS (1-800-742-5877) for drop-off locations.
The returned duplicate item must be unopened, unused and in its' original condition. Otherwise, a restocking fee will apply. During the busy season, we may not be able to get back to you right away. If you send the package back on your own, use the Customer Service Request form to let us know that you sent back a duplicate and the associated shipping charges. Scan and e-mail or fax the receipt for your postage to us toll-free at 1.888.809.0929 so that we can issue a credit to the card used for your original transaction.
For more specific details click on the links below: Return to Top |
| The following requirements enable us to respond to all of our customers in a fair and timely manner during peak ornament display seasons and to comply with the return processing requirements of our suppliers. You have up to 15 days after you receive the order in which to obtain an RMA Number. You have up to 5 days after we issue an RMA Number in which to return the merchandise. No request for credit, exchange or merchandise credits will be accepted after 30 days. Items shipped to us without authorization or returned after the warranty period has expired will be refused or a 50% restocking fee will be applied.
For more specific details click on the links below: Return to Top |
| We are happy to accommodate large and special orders for our products. If you are ordering for a special event and need a large quantity please visit our customer service area for assistance with placing a large order. There is a special order cancellation fee if you: cancel while the items are in transit to us from the supplier or; cancel the order after has been packed and is ready to be shipped or; cancel after the order has been shipped and is in transit to you. We will deduct the warehouse cancellation charge of $10 per order or $35 per hour (if any), shipping charges paid inbound to us, shipping outbound (to you), the intercept fee (if any), return shipping (back to the warehouse,) the supplier's handling fee (if any), warehouse special handling charges (if any) and the appropriate warehouse restocking fee then, issue a credit for the remainder. These fees are the costs associated with handling a special order. They are charged by the warehouse and/or paid to the shipper, not retained by us. We reserve the right to waive any fee at our discretion.
There is a special order restocking fee if you: refuse delivery of a large or special order. We will deduct the shipping charges paid outbound (to you), inbound (back to the warehouse) the supplier's handling fee (if any,) warehouse special handling charges (if any) and the appropriate restocking fee then, issue a credit for the remainder. return a large or special order. We will deduct the shipping charges paid outbound (to you), intercept or inbound (back to the warehouse) shipping, the supplier's handling fee (if any,) warehouse special handling charges (if any) and the appropriate restocking fee then, issue a credit for the remainder. This also applies if you did not notify us of your "need by" date when the order was placed and return it because it did not arrive in time. if the warehouse inspection of your return shows that the items were used, the maximum 35% - 50% restocking fee applies. We do not rent our products. We reserve the right to waive any fee at our discretion.
Why are these fees deducted from your refund if you cancel, refuse or return a large or special order? There are unseen costs associated with handling a special order. For example, certain suppliers charge a non-refundable handling fee to process a special/large order in a timely manner. And, there are non-refundable shipping charges and merchandise processing or return fees charged by the warehouses and/or the shippers that we use. Unfortunately, if you cancel, refuse delivery of or return a special order these fees do not "disappear" and still must be paid. For more specific details click on the links below: Return to Top |
| | | Orders placed during the day are generally sent on to the warehouses around 12 pm Eastern Standard Time (e.s.t.), every business week day except Federal holidays. You must cancel your order before 12 pm of the same day it is placed. DO NOT CANCEL BY PHONE!! PLEASE USE THE CONTACT FORM ON OUR WEBSITE. We will not charge a cancellation fee if your order is cancelled in writing before 11 pm Eastern Standard Time of the day it was placed. If the cancelled order gets through and it is our error, we will not charge you a cancellation fee. Why an Order Cancellation Fee? If the order has already been received by a warehouse, they charge $10 per order to locate and pull it out of their system or $35 per hour to find and remove it from the truck if it has been packed. These fees are not retained by us. Last year, we absorbed these charges because they were implemented after we were into our busy season and we did not have time to notify our customers in advance. Regretfully, after March 8, 2008, the cancellation fee charged by the warehouse ($10 per order or $35 per hour) will be deducted from your refund. In short, a cancellation fee will be applied if your order: is not cancelled before 11 pm e.s.t of the day it is placed. The fee will be $10 per order. is cancelled after it was placed at the warehouse. The warehouse will charge $35 per hour to locate your package and remove it from the truck. A minimum of $35 will be deducted from your refund. cancelled after it has been shipped and is in transit to you. Outbound shipping (to you), return shipping (back to us), intercept charges and warehouse restocking fees will be deducted from your refund. These fees are collected by the shipper and the warehouse. We do not retain them. a special order cancelled while in transit to us. If we can not cancel before the supplier ships to us, Inbound shipping and warehouse handling fees will be deducted from your refund.
For more specific details click on the links below: Return to Top |
| | | A few customers have inquired as to why we charge a restocking fee on a return - implying that it is a "spite" fee. It is not. Every warehouse that ships for an internet based business such as ours, charges to pack and ship out each item on an order as well as to examine and dispose of or restock each item in a return. The fee is charged whether the returned item is in good condition or damaged, opened or unopened. Warehouse charges for packing and outbound shipping are factored into the price of each item and the shipping charge that you pay. However, we believe it would be unfair to add a return processing fee to every product that we sell "just in case" someone might send it back. Up until now we have absorbed the restocking fees and charged it only when a customer abused our return policy. Regretfully, after March 8, 2008 a 15% restocking fee will be deducted from the refund of every regular return and 25%-50% from each special order return. See Special Order Returns section. We do not collect a restocking fee for (1) items returned that were damaged by the shipper, (2) items inspected and found to be defective or (3) an authorized merchandise exchange. Yes, we still pay the restocking fee. However, we will not pass it on to you. PLEASE NOTE: Most of our customers respect our return policy and are as conscientious about the condition of their return as we are about their shipment. But, for those who are not, there is a 35% - 50% restocking fee applied as follows: 35% any order returned to us, a warehouse or a supplier without an RMA number or authorization; - any special order or large order cancellation or return;
any order refused by you, a gift recipient or unauthorized return by UPS for any reason; any order returned with damage, broken pieces, missing instructions or missing parts not previously reported; any item that was returned without an RMA to the wrong location;
50% any special order or large order that is returned used or damaged by you; an item damaged because it was returned in something other than either the original shipping carton or a comparable shipping carton if you can not re-use the original; an item returned after the seasonal return date or 15 day warranty period + 5 day Return Merchandise Authorization (RMA) period has expired; a returned item that was falsely reported as damaged or defective; any item that was used before you returned it. We do not "rent" our products.
The higher restocking fee does not cover the loss of merchandise or the fees that we pay to handle, store or dispose of such returns. We consider the purchase date, ship date, RMA request date and the condition of your return when determining which restocking fee will apply. For more specific details click on the links below: Return to Top |
| | | Refund of Unshipped Order: A full refund will be issued on any unshipped order that is cancelled before it goes to the warehouse for processing. Refunds are normally issued within 15 days of a cancellation or warehouse notice of a return. During the busy season (October 1 - January 31), it will take a little longer due to the large volume of orders that we process and available personnel. We deeply regret the occasional processing error. If your order was not processed or shipped due to an oversight on our part, we will issue a full refund. See Terms/conditions. Order Cancellation Fee: Last year, we absorbed these charges. Regretfully, after March 8, 2008, the cancellation fee charged by the warehouse ($10 per order or $35 per hour) will be deducted from your refund. For more information, see Order Cancellation Fees. Refunds of credit card/ Paypal account or Paypal e-checks: Depending upon the refund posting policy of your card issuer, it may take 2-3 months to show on your credit card statement. If you requested a cancellation/refund and it is not on your statement 30 days after the request was made please contact us again. We will gladly check on it for you. Refund of e-check / paper check/ money order payments: Your refund will be issued in the form of a gift card from Visa, MasterCard or American Express (at our option) which can be used at any merchant accepting American Express. The card will take approximately 2 weeks after we make the request to arrive and must be used within 6 months. After that a monthly fee will deducted by the card issuer (not us). If you requested a cancellation or refund, and were notified by us that a card is on the way but do not get it within 2 weeks, please e-mail us again. We will gladly check on it and let you know what has or is happening with your refund. Refund of shipping charges: Please note that out-bound (to you) shipping charges are not refundable and will be deducted from your refund. Return (to us) shipping charges are also not refundable. Inbound (to the warehouse) and outbound (to you) shipping charges for a special order will be deducted from the refund. These fees are collected by the shipper when the order is sent. We do not get them back. Refund of expedited 2nd Day/ Next Day Air Shipping Charges: Although we make every effort to get your order to the warehouses in time for expedited shipping, we have no control over whether or not it will actually ship out. Their stated policies are to ship expedited orders placed before 10:00 am and all orders within 48 hours. Lately, we've seen that "ain't necessarily so" to quote George Gershwin. If the order does not ship in time and it is the fault of the shipping facility, we will make every effort to get your money back and then apply the credit to you. If the order ships in time but the delay is the fault of UPS and you can prove it from the tracking information supplied on their website, they may be willing to issue a refund to you. But, don't expect it if the delay is weather related ( ice, snow, hurricane, tornado, flood etc.) For more specific details click on the links below: Return to Top |
| Did you send us an e-mail requesting an RMA or reporting a problem to which no one responded? AOL, EarthLink, Yahoo, Hotmail, addresses ending in .edu, .gov and UK customers using blueyonder.co.uk also 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 Customer Service 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 our main e-mail address box "inquiry@..." or 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.
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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. 