Hours of Operation
There is generally someone available via email or telephone from 10:00 AM to 6:00 PM Monday through Friday, and 11:00 AM to 3:00 PM on Saturday, Central Standard Time with the exception of Sundays and Holidays
Pricing
Except where noted otherwise, the Retail Price displayed for products on our website represents the full retail price listed on the product itself, suggested by the manufacturer or supplier, or estimated in accordance with standard industry practice. The Retail Price is a comparative price estimate and may or may not represent the prevailing price in every area on any particular day.
Despite our best efforts, a small number of the items in our catalog may be mis-priced. If we discover a mis-pricing, we will do one of the following:
Methods of Payment
We accept PayPal. We also accept Visa, MasterCard, American Express, and Discover cards. We accept personal checks (with a 10-day hold for the check to clear).
Shipping
The time needed to ship merchandise will vary depending on the shipment’s destination and the particular time of year. Customers should generally expect a 7-10 day delivery time on average, often sooner. We ship only to the Continental United States.
Merchandise will be shipped using Ground Service where possible. In addition, some items may be shipped directly from the manufacturer to customers.
Shipments Damaged in Transit
Damaged shipments from handling must be claimed with the freight carrier. If any cartons are missing or damaged, be sure to note this on the freight bill. If you notice concealed damage after the driver has left, keep all the packing and call the freight carrier to return and inspect the damage and file a claim. We are not responsible for damage caused by the freight carrier. However, in the unfortunate event that you receive your grandfather clock and it has been damaged in transit, we will either send you out a replacement part within 72 business hours (after the freight carrier has contacted us), or if it is not repairable we will send you a replacement. Again, we are not responsible for damage caused by the freight carrier. We will work with all parties to help solve the problem.
Manufacturers Defects
If a product appears to have a manufacture’s defect, email our Customer Service department for instructions. Do not return products to us without first contacting us to receive instructions. If an item is to be returned to us due to manufactures defect, you must first receive a Return Authorization Number. No packages will be accepted without a Return Authorization Number written clearly on the package.
Retail Return / Refund Policy
Returns will be accepted only in the event of (1) damage in transit, or (2) defective part or parts.
(1) We are not responsible for damage caused by the freight carrier. However, in the unfortunate event that you receive your grandfather clock and it has been damaged in transit, we will either send you out a replacement part within 72 business hours (after the freight carrier has contacted us), or if it is not repairable we will send you a replacement. Again, we are not responsible for damage caused by the freight carrier. We will work with all parties to help solve the problem.
(2) For defective materials, parts, or clocks contact us for permission to return the merchandise. A Return Authorization Number for the return must be secured before sending the merchandise back. When you contact us, a determination will be made as to the reason for the return. Clocks either damaged in transit, or having a defective part may be returned within 15 days of the purchase date.
Remember that a return authorization number must be obtained from us before returning merchandise. Clocks either damaged in transit, or having a defective part may be returned within 15 days of the purchase date.
You have two options:
(1) Call immediately at 85-388-9236. Give detailed reason for the return request. Obtain the Return Authorization Number and clarify return address.
(2) Send an email immediately to support@grandfatherclocksforhome.com Give detailed reason for the return request. Obtain the Return Authorization Number and clarify return address. Emails are reviewed daily. This option is significantly slower than calling directly. Remember that time is important, since you have a 15 days from the date of purchase to return the clock.
(Please Note: No packages will be accepted without a Return Authorization Number written clearly on the package. Products being returned must have a Return Authorization Number issued before the merchandise is returned.)
Once a return is authorized by our return department you should:
Return the item, using UPS Ground insured for the full value, to the address given to you by our return department.
1. Products must be returned in original condition including packaging, documentation, warranty cards, manuals, and accessories.
2. Write the Return Authorization Number clearly on the box or package.
3. The customer is responsible for shipping charges on returned items. All returns must be shipped freight pre-paid.
4. Keep your shipping records for proof of shipment in the event of loss of returned merchandise. Returns are to be shipped via UPS Ground, insured for the full value. We cannot be held liable for returned merchandise that does not reach our return department.
Once we receive the returned merchandise, a credit for the purchase price will be posted using the same purchase payment method with which you purchased the merchandise.
Return Shipping
The customer is responsible for shipping charges on returned items. All returns must be shipped freight pre-paid.
Revised 05/25/2011, 09/20/2009
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