CharmandHammer.com Policies
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: 919 363 8965 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 email 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.
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: Email Terri @charmandhammer.com (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 June 2007
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