- Shipping & Returns
Shipping & Returns
Reminder - shipping times are estimates ONLY (based on good weather).
We accept Visa, MasterCard, American Express, Discover Card and PayPal for online orders.
We have a 30 day return policy (details below)
- Why Shipments Get Delayed
- When do we ship:
- In Store Pickup
- US Shipping Rates: Continental U.S., AK, HI, PR, US Virgin Islands
- International Orders (NON-US)
- Returns, Refunds, Exchanges, Cancellation, Other Claims
Also see our FAQs page (frequently asked questions)
Why does weather multiple states away affect my shipment?
Just like airplane travel - if a truck or airplane is delayed on the East Coast, it not only can not move those packages, it becomes unavailable to pick up more packages. Worse, when the shipping company is already overwhelmed by unexpeced increases, it may takes days to catch up.
Example: So if you ordered from Arizona for a shipment to Oregon, your package may be waiting for airplanes grounded in Kentucky and Atlanta due to icy or severe weather. Since it could not leave there, it could not arrive in Phoenix to be shipped the fastest route to Oregon. If the delay is expected to be extensive (12 hours or more), the delivery servce may be forced to ship your package on a truck instead of a plane to keep packages moving (otherwise by the time the airplanes start moving again - it now has enough for 2-3 cargo loads). During the holidays there are planes transporting non-stop - which means, except for mechanical issues, it's normally not just one plane affected, it's a large quantity. (Most cargo planes hold about the same as 4 semi-trucks).
Ground, Priority, First Class, 2nd Day, Overnight: Once a plane arrives - Overnight is loaded first, then 2nd day, first class letters, then Priority Mail, then ground packages. Which means, if you choose ground shipping during the holidays - your package is the "last" priority to ship. All expedited/priority mail has priority over your package.
Most orders ship within 24 hours (excluding Sundays, Holidays, large personalized orders and orders requiring contact before shipment).
Pre-Order items - If you select items with a "pre-order" button instead of an "add to cart" button - your entire order will be held until all items are in stock (typically we only offer pre-order on items we know are in transit to our facility and have an estimated arrival date).
FREE WAREHOUSE PICKUP:
If you live locally or will be in the area and wish to save on shipping fees.
- Place a note in the comments on the billing options page that you wish to pick up at the Prescott Valley warehouse. We will remove all shipping fees before finalizing your sale. If you have a general idea of when you will pick up the order please include that in the comments.
- SAME DAY PICKUP - (Especially during the holidays) - If you plan to pick up your order the same day please state that in the comments section so we are sure to have it pulled before you arrive.
- SOMEONE ELSE PICKING UP YOUR ORDER - Please put a note in the comments section with who you expect to pick up your order so we know ahead of time we have your approval.
- HOURS/DAYS - Pickup is generally available (order must be placed online).
- 9 am - 1:00 pm Monday - Friday: 99% of the time, there is at least 1 person at the warehouse.
- Before 9 am: Please call the day before to verify someone will be present.
- 1:30 pm - 7 pm: Please call before stopping by to verify someone is present.
- Weekends: If possible, please contact us by Friday to make arrangements for weekend pickup.
How long we can hold an order for pickup (after set times below, we reserve the right to cancel the order and credit any charges without notice)
- 12/24 - 10/30 - We can hold an order up to 10 days, unless pre-approved for longer.
- 11/1-12/23 - We can only hold orders for 3 days unless pre-approved for longer.
** ALL SHIPPING TIMES PROVIDED ARE ESTIMATES ONLY Weather or other events may delay shipping times, especially heavy snow or ice events (if it delays airplanes or the ability of a truck to travel in the U.S., it may delay a package.)
ARIZONA has reduced rates: Ground $0 - $20 = $4.95 // $20 - $50 = $5.95 // $50 - $85 = $6.95 // $79+ free
ARIZONA priority: $0 - $20 = $6.95 // $20 - $50 = $7.45 // $50+ = $7.95
TRACKING NUMBERS are provided for all shipments.
|Continental US Shipping Rates|
** See Oversized/Overweight Notes Below
|Alaska, Hawaii, PR, VI|
** See Oversize/Overweight
*** 2-3 days
|Ground Mail||Priority Mail|
*** 3-5 days
|$ 00.01 - 14.99||$ 4.25||$ 6.95||$ 6.25||
|$ 15.00 - 19.99||$ 4.95||$ 7.85||$ 6.95||
|$ 20.00 - 29.99||$ 5.95||$ 8.75||$ 7.95||$ 10.95|
|$ 30.00 - 44.99||$ 6.95||$ 9.75||$ 8.95||$ 11.95|
|$ 45.00 - 59.99||$ 7.95||$ 10.45||$ 9.95||$ 12.95|
|$ 60.00 - 68.99||$ 8.95||$ 10.95||$ 10.95||$ 13.95|
|$ 69.00 - 78.99||$ 5.00||$ 11.95||$ 11.95||$ 14.95|
Free Ground @ $89 OR $7.95 Priority @ $79+ SEE SPECIALS
|$ 79.00 - 88.99||$ 5.00||$ 7.95||$ 6.95||$ 8.95|
|$ 89.00 - 129.99||$ Free||$ 7.95||$ 7.95||$ 9.95|
|$ 130.00 - 159.99||$ Free||$ 7.95||$ 8.95||$ 10.95|
|$ 160.00 - 179.99||$ Free||$ 7.95||$ 9.95||$ 11.95|
|$ 160.00 - 199.99||$ Free||$ 7.95||$ 10.95||$ 12.95|
|Over $200 calculated in Shopping Cart|
** OVERSIZE/OVERWEIGHT ITEMS & ORDER: Orders requiring oversized packaging may require extra shipping fees. (Multiple Wedding Sets, Snow Globes, 13" or longer items). If additional fees are required we will contact you before processing your order.
*** PRIORITY MAIL NOTES: Some oversize/overweight orders may not be able to ship via PRIORITY mail.
Some large priority mail orders may require additional fees or be unable to ship via Priority mail due to the final weight - size of the packaging.
If either of these are the case we will contact you before processing your order.
NOVEMBER 20TH - DECEMBER 31st: Shipping delays normally start around November 20th. After December 3rd ground shipping can take up to 4 weeks for larger orders. After Dec 15th Priority Shipping can take 1-2 additional days.
ALL PRICES/QUOTES ARE IN US DOLLARS CUSTOMS FEES & TAXES ARE THE CUSTOMER'S RESPONSIBILITY. THEY ARE DUE UPON DELIVERY. Sorry we are unable to provide those figures for you.
We only ship to: Australia, Belgium, Canada, Denmark, France, Germany, Ireland, Israel, Italy, Netherlands, New Zealand, Puerto Rico, Spain, Switzerland, United Kingdom at this time.
RATES: Non-US Rates are calculated during checkout (See below).
Rates are ESTIMATES ONLY - rates are calculated higher than we expect for credit card pre-approval just in case heavier items are ordered.
RETURNED ORDERS: We reserve the right to add a processing fee/return fee when foreign shipments are returned for reasons other than our error (inaccurate address provided, never picked up etc) this coveres our extra time taken for foreign orders and cost of packaging. We also reserve the right to charge any fees charged to us by USPS for the returned package.
WHAT WE CHARGE:
We charge our actual cost of shipping plus $3.00 - $5.00 for packaging and handling depending on the final size of the shipping container and special requirements. (See adjustments below)
ADJUSTMENTS: (see examples below)
- NOT ENOUGH ESTIMATED: We will contact you before shipping if additional shipping fees are required.
- TOO MUCH ESTIMATED: We will adjust any shipping fees before processing the final payment. (Paypal customers will be refunded any over charge)
- OVER 4 POUNDS TOTAL WEIGHT: All orders totaling 4 pounds or more with packaging MUST SHIP VIA PRIORITY MAIL. (the maximum weight allowed for international ground is 3 lbs 15.9 ounces)
You MUST PROVIDE A CONTACT PHONE NUMBER during checkout for customs regulations. REFUNDS/EXCHANGES: (Non-Us Shipping Address) Due to the high cost of shipping, we often are unable to provide an exchange and/or refund. We take special precautions when shipping internationally especially with our more fragile items. We will consider your circumstances before deciding.
Below are the expected actual charges by USPS including our shipping & handling fees. See Over Estimates/Under Estimates above.
- 1 - Glass Ornament - $12.00 Ground & $35.00 Priority Mail
- 1 - Moose Nativity - $27.00 Ground & $41.00 Priority Mail
- 1 - 12 pc Wedding Set (6 lbs) - $46 Priority (over 4 lbs must ship via Priority Mail).
Most Other Countries
- 1 - Glass Ornament $22.00 Ground & $46.00 Priority Mail
- 1 - Moose Nativity - $36.00 Ground & $57.00 Priority Mail
- 1 - 12 pc Wedding Set (6 lbs) $65 Priority (over 4 lbs must ship via Priority Mail)
4 lbs or more: Orders with a total package weight of 4 pounds or more must ship via Priority Mail. Total Package size - regardless of final weight - may require additional fees too.
RETURNS - EXCHANGES - CANCELLATIONS - (US ONLY)
30 DAYS RETURN POLICY: If for any reason you are not satisfied with the product and it is still in new condition including the packaging (if it included a gift box etc it must be returned with the gift box) you may return it within 30 days of the date received (we go by the the tracking #). See full details below, including how to return any products.
Your satisfaction is important to us. We have tried to answer as many questions as possible below.
NON-US Shipping addresses – see our International Shipping Policies
Orders receiving Bulk Order Discounts – See our bulk order policies
- Cancel Order
- Damaged – Defective – Wrong Item - Our Error
- Returns - Refused Delivery/Unable to Deliver
RETURNS – 30 Days or Less from date received
Your satisfaction is important to us. If you wish to return your merchandise for any reason within 30 days (from date received) see below.
(do not return defective/damaged items - see "damaged" below)
- Date received - we use the tracking # for date received verification.
- Merchandise MUST be in its original condition and original packaging (gift box etc).
- PROOF OF PURCHASE FROM CHRISTMAS IN PRESCOTT. Include your order number or a copy of your order. if you lost your paperwork or do not have an ability to copy it, please include the billing name on the order, address and contact phone #.
- We suggest insuring your return. Returned received (by us) damaged are not refundable. (Note: USPS Priority mail includes up to $100 insurance).
- Preferably, but not required, include a note with a reason for the return. This helps us to know if we need to contact you, if there was an issue with the merchandise quality, if we need to take any other action etc.
- If free shipping was applied see that section below
- Our Returns address is at the bottom of this page
DAMAGED - DEFECTIVE - WRONG ITEM - ERROR
Please inspect you order asap upon receipt (we generally allow up to 10 days).
First, please accept our apology if any of those areas applied to your order. We do our best to double check and properly package everything.
DAMAGES - DO NOT RETURN THE ITEM. If you can please email us a PICTURE of the defect/damage. We will evaluate each situation. Depending on the circumstance, we may do one or more of the following: (A) Send you a pre-paid return label, (B) Send a replacement, (C) Issue a refund for the item, (4) Issue a refund for the portion of shipping fees you paid relating to the product if we are unable to replace it. Email Address: info@ChristmasInPrescott.com Phone (928) 776-1669
WRONG ITEM(S) - Please contact us immediately. We will make arrangement to get a pre-paid label to return the incorrect items and ship the correct items to you. In some cases we may offer compensatin for your assistance of offer for you to keep the incorrect item. Please note, though we understand the error is ours, the merchandise is also ours and failure to return items (unless agreed otherwise) is considered theft and chargable to your account.
If you need to cancel your order – please do so immediately. It is preferable that you call us so we have a better chance of cancelling your order before it is pulled or shipped, but you may also email us. If your order has already been picked up by our shipper OR as during the holidays, it’s in bags with hundreds of other orders, we may be unable to stop your order from shipping. If we are unable to cancel your order before it leaves our facility, see our refused or returns policy.
If you received the item(s) as a gift, follow the instructions below, including providing proof of purchase from Christmas in Prescott (you may also call or email us to see if we can find the info). REFUNDS: BE SURE TO STATE THIS WAS A GIFT and that you wish to have a CHECK mailed to you instead of a refund to the person it was billed to. Include the name and address for the refund check. Reminder, proof of purchase from us is required and the 30 days return requirements below still applies.
If you accidentally ordered the wrong item, color or the situation changed we will do our best to make an exchange in the quickest and easiest way possible for everyone. We may also be able to offer reduced shipping or if the item was on sale at the time of the purchase we may be able to honor that sale price. However, a refund of the original item cannot be processed until we receive the return.
RETURNS - Delivery Refused - Unable to Delivery
If for any reason a shipment is returned to us as refused or unable to deliver we will make every effort to contact you. Any re-delivery may require additional shipping fees (except where our error is the cause). Any refund may be reduced to cover shipping fees up to our cost of shipping. If free shipping was applied see that section below Our Returns address is at the bottom of this page
RETURNS – 31-90 Days
Contact us before returning any items 31-90 days after you received it. We understand there may be situations where the product was for a project or event which changed or was cancelled. We will consider each case individually. A re-stocking fee may apply.
RETURNS – 91+ DAYS
Sorry we DO NOT ACCEPT RETURNS after 90 days (from date received). If you returned an item to us after 90 days we will attempt to contact you and request return shipping fees from you. The cost of having the items returned to you is your responsibility. If you fail to provide return shipping fees within 30 days we will consider the items abandoned and we reserve the right to return the items to our inventory or discard the items. If you feel you have a rare, unique circumstance you may contact us but please know our policy exists.
FREE SHIPPING on original order
Again, you satisfaction is extremely important to us and we are very happy to accept returns within 30 days. The below policy only affects less than .01% of our orders but for disclosure we have chosen to display it on our website.
To protect ourselves we have found it necessary to add the following to our policies.
- If we notice a pattern of a large portion of orders or full returns, we reserve to exclude the customer from future free shipping offers.
- If the majority of a large order is returned and our cost of shipping is subtaintial, we reserve the right to apply typical shipping fees before applying any refund (example: $300 order and $200 returned) and/or exclude the customer from future free shipping offers.
- Should we apply shipping fees to a return: We will apply the lower of: Normal for the order total OR our actual cost of shipping, pro-rated for the portion returned. Example: if $200 of a $300 order was returned, we will asses the typcial fees equal to 2/3 of the total or actual cost.
SHIPMENT NEVER RECEIVED
We ship all packages with tracking required and the scanners used record the gps location at the time the package is scanned as delivered. This becomes our proof of delivery and/or mis-delivery should that occur.
It is the customers responsiblity to follow up in a *reasonable amount of time" if they have not received their delivery. If for any reason your order was never received, per the tracking #, we may submit a claim to the delivery service for a refund of your order. Each situation will be evaluated depending on the amount of time that has passed and how it shipped. During the holidays and during inclement weather in the path of the destination it may simply be a delay in transit time. If a reasonable amount of time has passed and the tracking number still does not show a delivery confirmation, we will discuss whether to refund the order or re-ship the order.
Note: We are not responsbile for theft. If you have experienced missing packages in the past, we suggest using an alternative shipping address, if possible plus contact your local post office and/or police station to let them know a theft situation may be occuring in your neighborhood. If the delivery service provides proof of delivery via their tracking number, please contact your local delivery service (usually the local post office) and provide your tracking #, as the employee who made the delivery may be able to provide additional information for exactly where the package is located. (Mostly we ask the customer to call because we do not know your location, if the reply is that it was delivered to your side door and you do not have a side door, you can state that immediately, whereas we would not know the layout of your house/landscape etc).
*Reasonable amount of time: Upon delivery you are provided a tracking # which gives an estimated delivery date. We also provide a shipping estimate at the time of the sale. A resonable amount of time is usually within a week of the estimated date of delivery.
RETURNS CONTACT INFO & ADDRESS
- READ POLICY: Be sure you read the appropriate policies above before returning anything.
- 48 HOURS: Any refunds are processed within 48 hours from when we receive it (unless contact is needed before completing the refund). In some cases, as the credit card expired since the order was placed, we may need updated info.
- TRACKING: We suggest obtaining a tracking number for your protection.
- ORIGINAL CONDITION: Item must be in it’s ORIGINAL condition and packaging (if damaged/defective read that policy)
Email Requests - PICTURES of defects to:
After reading our returns policy - Mail all returns to:
(Note: we moved on 2/1/16 - below is our updated address)
Christmas in Prescott
8221 E Spouse Dr
Prescott Valley, AZ 86314
* Proof of Purchase (order #, Name/date)
* Your contact info
* Reason for return (return for credit/exchange)
DO NOT RETURN DAMAGED/DEFECTIVE ITEMS WITHOUT CONTACTING US FIRST - (see that policy above)