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Ordering, Payments, Shipping, International,
Backorders, Returns, Errors
ORDERS:
ONLINE via Secure Shopping Cart:
• Orders may be placed 7 days a week, 24 hours a day, 365 days a year
• Multiple shipping options and costs are shown based on your address, before you finalize your order, including International shipping!!
• You will also receive an order confirmation via email
• You can check your order status anytime using the order status link on the home page!
• Orders placed online typically ship within 1 business day.
• Preferred, most efficient ordering method.
Alternative Ordering Methods: You may fax your order and payment information to: 919 362 3784 anytime. Orders may also be place via our toll free number 1 866 697 7334 Monday – Friday, 9am -5pm eastern standard time. This is the least efficient method, since shipping will have to be manually calculated after the order is placed. Fax and Phone orders will typically ship within 3 business days of receiving order.
Purchase orders are also accepted with a pre-approved business credit application on file. You may request a credit application via our contact form or phone. Also, Request for Proposals (RFP’s) may be faxed anytime attn: Sales 919 363 8965.
A receipt is included with all packages unless otherwise directed (i.e. if it is a gift, just let us know and we’ll mail you the receipt separately.).
PAYMENTS:
• MasterCard, Visa, American Express, Discover,
• Paypal
• Money Order, Personal Checks, and Company Checks.
• If paying by check or money order, payment must clear before item ships. This may take up to 5 business days for domestic checks, and 14 days for international.
• By far the fastest payments methods are online via credit card or Paypal. Was your credit card declined? Having trouble with the checkout screen? If you credit card is declined, double check that you are entering the proper billing address. This should be the address where your credit card statement is mailed. Our merchant gateway has an anti fraud filter which considers many different pieces of information. If after you’ve double checked your entries and are still receiving a declined message, you may need to close your window and re-enter your items into a new cart or phone in your order and payment information.
SHIPPING:
Shipping methods for USA (lower 48):
• FEDEx Ground, Home Delivery, Express Saver (three Day), 2-Day, and Overnight.
• Please note: Home Delivery should be selected for residential addresses (including home offices).
• All couriers charge surcharges for residential addresses. You can avoid this surcharge by shipping your purchase to your office or business.
• Our payment system allows a different shipping address as long as the billing address is the address where your credit card statement is sent.
Shipping methods for USA outside the lower 48 (POB, APO, FPO, HI, AK, PR, VI):
• We will accommodate POB, APO, and FPO’s via USPS Priority mail insured, the cost will be the UPS Ground as quoted during your checkout.
• Shipping to Hawaii, Alaska, Puerto Rico and US Virgin Islands will also be sent USPS Priority Mail. Your shipping cost will be adjusted (reduced) accordingly, as we understand that the ground calculator may be over estimated
If your shipping address is a PO Box, APO or FPO, we will ship your items via USPS Priority mail insured, the cost will be the UPS Ground as quoted during your checkout. (There is no tracking available for APO, FPO). Shipping to Hawaii, Alaska, Puerto Rico and US Virgin Islands will also be sent USPS Priority Mail. Your shipping cost will be adjusted (reduced) accordingly, as we understand that the ground calculator may be over estimated. |
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INTERNATIONAL ORDERS:
• Shipped Via USPS International Priority or Express.
• All shipments include tracking and insurance.
• After you’ve placed your items in the shopping cart, click on the checkout icon. You will be prompted for shipping and billing information.
• After entering this information, the next screen will show your shipping options and estimates based on your address.
• You will not be committed to buy until the checkout screen after the shipping estimates.
• All prices and shipping quotes are in US Dollars.
• International buyers are responsible for paying all tariffs, taxes, customs or other fees imposed by your government. These costs are not included in the shipping estimate.
• International orders will only be shipped complete (no backorders). USPS Express is the only option offered in the shipping estimate calculator on the website. Courier service is also available (via FedEx) and may be used to Canada at no additional cost.
• If you prefer the courier service to Europe, please contact us (preferably by email) for a shipping quote, include items you would like and your address. Be advised, courier service to Europe is typically 2-3 times the cost of USPS International Express.
The following is a FEDEX Ground Transit Duration Map from our Zip Code. Please note, delivery times are approximate and are therefore not guaranteed. This is to be used as a general guideline to assist you in your selection of shipping methods. We do our best to ship your items within 1 business day.
BACKORDERS:
In general, items are in stock and ready to ship. Occasionally, a quantity ordered may not be in stock. In this case, Charm and Hammer will notify the buyer as soon as possible. Please allow 1-2 weeks for backordered items. Buyers have the option to wait for the item(s) to come in, substitute another item or cancel the item backordered.
RETURNS:
For any items that you do not like, were not what you expected, or do not fit, you may return for a refund (except shipping charges) or exchange. If exchanging item(s), no additional shipping charge will be incurred unless item is a special order (not featured on website). Items returned must be new, unused and in original packaging.
• Step 1: contact us (preferred) or Call our toll free number 1-866-697-7334 Monday – Friday, 9am -5pm eastern standard time. Please notify us of your intent to return within 21 days of receiving your order. We will assign you a Return Merchandise Authorization (RMA) Number*, and email you a return label for domestic returns. International returns are at the buyer’s expense.
• Step 2: Package item with all packaging material.
• Step 3: Ship package through carrier of your choice (we recommend you obtain a tracking number) or use the return label provided to you via email (FedEx):
CHARM AND HAMMER
Attn: RMA# (Your authorization number)
1107 Patterson Grove Rd., Apex, NC 27502
Upon receipt of the item(s), we will process your exchange or your refund according to your original payment method (credit card, paypal, check, etc). Please allow several weeks for refund to process through to your credit card.
Restocking FEE of 15% will apply to all returned orders in excess of $100.
INCORRECT ORDERS or ITEMS SENT TO YOU IN ERROR:
Human error does occur occasionally. (Our history of this is about twice per year!) We apologize in advance for any inconvenience. Please contact us via email or call our toll free number immediately upon receipt of your order. We will correct the problem to the best of our ability, to your satisfaction, and at no additional expense to you, our valued customer.
It has been our experience that on occasion (usually once a year!) an item is damaged during shipping. Should this occur, please contact us immediately upon receipt of package. We will correct the problem to the best of our ability and to your satisfaction at no additional expense to you.
Updated September 2009
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