AUTHORIZATION FOR RETURN OR REPLACEMENT
To obtain The Hope Chest's authorization to return a defective item for replacement, simply email us at info@thehopechestonline.com within 7 days of receipt. Non-defective merchandise returns will incur a 25% restocking fee and the buyer will pay the return shipping fee. The 25% re-stocking fee is not to penalize our customers. When we have to return items to our supplier it costs us 25%: re-stocking fee and the shipping from our location to our suppliers. The merchandise must be returned within 7 days of receipt.
CONDITIONS
Non-defective merchandise must meet the following conditions to qualify for return acceptance.
a. Merchandise must be in its original minimum inner pack quantity, as shipped by The Hope Chest. Broken quantity inner packs are not returnable.
b. Merchandise, merchandise packaging, and inner pack must bear no markings or be otherwise defaced or damaged.
Returns which do not meet the conditions described in this return policy will be returned and shipping cost of return will be charged.
ITEMS WITH GUARANTEES OR WARRANTIES
If a purchased item includes a product guarantee or warranty, follow the instructions on the guarantee or warranty for repair or replacement.
ITEMS DAMAGED DURING SHIPMENT
All merchandise damaged during shipment is covered by the shipper. If you receive merchandise damaged during shipping, please contact our Customer Service at info@thehopechestonline.com within 7 days of the date of shipment of your order, and your claim will be processed immediately. NOTE: Established procedures by UPS , U.S. Parcel Post, and trucking lines, must be complied with or they may deny your claim.
Q: I received a package. Upon examination I found a broken ceramic vase. Should I place a claim with the carrier or return it to The Hope Chest?
A: Please contact Customer Service at info@thehopechestonline.com
Q: What procedure do I follow if I place a claim for a lost shipment and it arrives soon after?
A: Please notify info@thehopechestonline.com immediately so we can close our files without continuing unnecessary expenses for The Hope Chest and the carrier.
WHAT IF I HAVE A CLAIM?
The Hope Chest makes a supreme effort to see that your orders are shipped correctly and that they reach you safely. Every order shipped from The Hope Chest is double-checked for accuracy. Our supplier's quality control procedure is one of the most stringent in the industry. If excessive defects or a problem is found, the entire shipment is individually inspected and imperfects removed. Items are again randomly inspected on the order filling line.
The Hope Chest seeks the best value which takes into account price as well as quality. We believe we offer the best quality for the lowest possible price. However, quality is subjective and viewed differently by each person. What appears to be a flaw to one person may be viewed as a natural mark of beauty to another. From time to time, claims may also arise because spot-checking cannot assure that 100% of flawed merchandise is removed.
Despite all of these precautions, claims do arise. The Hope Chest adjustment and return policy is truly very simple. We want to protect you and make you feel comfortable - and make certain you get what you pay for. We have established some requirements to make our policies and programs workable.
CLAIMS
Claims will fall under the following categories: (1) Lost order, (2) Damaged merchandise, (3) Shortage on order, (4) Defective merchandise, (5) Wrong item sent, (6) Manufacturer's Guarantee defect.
LOST ORDERS
It doesn't happen often, but carriers such as UPS, truck lines and Parcel Post do lose orders. If you have placed an order and have not received it in a reasonable period, do the following:
1) Email The Hope Chest at info@thehopechestonline.com.
Please have the following information ready:
a. Your name as it appears on your emailed The Hope Chest 'confirming' copy of your order.
b. Invoice number and part number(s) of items lost; and/or the address that your purchase was sent to.
2) The Hope Chest will check our computer to find the date your order was shipped and the carrier used.
3) The Hope Chest will initiate a tracer with the carrier through our supplier. Normally a response is received within 10 working days after the tracer is initiated. Most carriers require a 10-day waiting period before they will accept a tracer request. The U.S. Postal Service requires a 30-day waiting period from date of shipment before they will accept a tracer. (90 days outside continental U.S. )
4)The Hope Chest will notify you when we receive the result of the tracer. Results of a tracer are generally one of the following:
a. The Carrier is unable to prove delivery. Therefore, credit has been issued to your account, or we have reshipped your merchandise as you requested.
b. The Carrier will submit a photocopy of a delivery receipt which will be forwarded to us and then to you. It will show the order was delivered in full, and the signature of the person who received the order and the date it was delivered.
c. If, after receiving the photocopy, you find the signature is not yours, a neighbor's or a member of your family's return the photocopy to The Hope Chest email us first at info@thehopechestonline.com together with a denial of signature letter. We'll then file a denial of signature claim with the carrier. This will require an additional 7 to 10 working days. We'll notify you of the results.
d. The Carrier may have returned the order to The Hope Chest supplier for the following reasons:
1. UPS made three attempts at delivery to you and no one was home.
2. Your delivery address is a Post Office Box. UPS does not deliver to a Post Office Box; and our supplier uses USPS. USPS notifies you, but if no response is made within seven days, the package is returned to The Hope Chest supplier.
3. You have moved and your order was sent to your former address. The package may have been retained by someone who signed for the package at your old address, or the shipment was returned to The Hope Chest.
DAMAGED MERCHANDISE
Inspect each box for signs of damage such as crushed, torn, open, unseamed tape, etc. If you do find outward damage, sign the receipt with the words "Exception - Damage." For United Parcel Service deliveries, contact info@thehopechestonline.com and give the invoice number of the shipment involved. Explain the damage involved, number of cartons received and why you desire a replacement. This information will prepare us for a claim report from the carrier.
Hidden Damage by carrier:
If you should receive a shipment delivered by carrier that shows no visible damage, but upon inspection you discover damage due to evident rough handling, email The Hope Chest within 7 days of receipt date and report the damage. The Hope Chest will issue a replacement.
Shortages: If you receive an order from The Hope Chest and find it has not been filled completely:
1) Check your invoice. If the item was out of stock, it was not charged to your account. If the item does not appear on your invoice, be sure to advise the The Hope Chest when you call or write us.
2) Thoroughly check the cartons and packing. Small items may be under the packing material. Upon receipt, check the condition of the cartons. If there is a shortage due to tampering, a claim must be placed with the carrier. Follow the same procedure as if there is damage.
3) If there is no tampering and an actual shortage exists, contact The Hope Chest. We'll need to know the invoice number, number of cartons received, the missing item part number and it will be replaced.
4) The Hope Chest will investigate the shortage. When the item is confirmed as not shipped, it will be shipped.
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