Shipping & Returns
We ship orders within 1 business day (excludes Weather delays, Sundays, Holidays, orders where we have questions). Generally we have a 15 day inspection period and 45 day return policy. More details below.
See our Specials Page for current sale & shipping offers.
We accept Visa, MasterCard, American Express, Discover Card and PayPal for online orders (plus Visa Checkout and Apple Pay)
All orders ship from Prescott Valley, Arizona USA
- Returns, Refunds, Exchanges, Cancellation, Other Claims
- Privacy & Security Policy (takes you to a different page)
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 cannot move those packages, it becomes unavailable to pick up more packages. Worse, when the shipping company is already overwhelmed by unexpected increases, it may take 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 service 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 airplanes transporting non-stop - which mean, 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 and Overnight: Once a plane arrives - Overnight is loaded first, then 2nd day, first class letters, then Priority Mail, then ground packages. Which mean, if you choose ground shipping during the holidays - your package is the "last" priority to be loaded for shipping. 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 or expect to be in the area and wish to save on shipping fees by picking up your order at our Prescott Valley, AZ warehouse:
- #1) Enter Pickup at Warehouse and the estimated date in the comments field when checking out.
- #2) Enter COUPON CODE: PICKUP when checking out to remove shipping gees.
- 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 according to the below hours. (Pickup order must be placed online).
- Monday - Friday 9 am - 4:00 pm : Usually there is someone at the warehouse. If possible please call ahead.
- Before 9 am or after 4 pm: Please call between 8 am - 5 pm to make pickup arrangements.
- Weekends: Call first. We only answer the door for pickup if we know someone is expected on the weekend.
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 - Upon Request we can hold an order up to 14 days, unless pre-approved for longer.
- 11/1-12/23 - We can only hold orders for 5 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 = $3.95 // $20 - $30 = $4.55 // $30 - $69 = $5.00 // $69+ free
ARIZONA priority: $0 - $30 = $6.45 // $30 - $69 =$7.45 // $69+ = $5.00
TRACKING NUMBERS are provided for all shipments.
Continental US Shipping Rates
|Alaska, Hawaii, PR, VI|
# 2-9 days
# 2-3 days
# 3-5 days
|$00.01 - 14.99||$4.55||$7.95||$5.45||
|$15.00 - 19.99||$5.15||$8.55||$5.95||
|$20.00 - 29.99||$5.95||$9.55||$6.95||$9.95|
|$30.00 - 44.99||$6.95||$10.55||$7.95||$10.95|
|$45.00 - 58.99||$7.45||$10.95||$6.00||$10.95|
$5.00 Ground @ $59 SEE SPECIALS
|$59.00 - 78.99||$5.00||$9.95||$6.00||$10.95|
Free Ground @ $79 (or $5.00 Priority Mail) SEE SPECIALS
|$79.00 - 159.99||$Free||$5.00||$Free||$6.00|
|$160.00 - 179.99||$Free||$5.00||$Free||$6.00|
|$180.00 - 199.99||$Free||$5.00||$Free||$6.00|
|Over $200 calculated in Shopping Cart|
** OVERSIZE/OVERWEIGHT ITEMS & ORDER: Orders requiring oversized packaging may require extra shipping fees. (Multiple Wedding Sets, 13" or longer items, other bulky./heavy 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 offer international shipping as a courtesy only due to a high request rate from other countries. International orders account for a very small portion of our orders.
Customer's Responsibility: We are not specialists in the laws, fees, taxes exchange rates, etc of other countries or if any electrical components (where applicable) will work properly without adapters etc within your country. Those areas are the customer's responsibility.
We only ship to: Australia, Austria, Belgium, Canada, Denmark, Finland, France, Germany, Gibraltar, Greece, Iceland, Ireland, Israel, Italy, Luxembourg, Netherlands, New Zealand, Norway, Portugal, Puerto Rico, Spain, Switzerland, United Kingdom at this time. (list updated 4/3/18)
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.
Shipping fees are non-refundable once the order leaves our facility unless the package becomes lost before reaching the international customs exchange. Due to the high cost of shipping out of the country, we are unable to refund any shipping fees under any other circumstances.
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 covers 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.
We do our best to package items for their long journey however we can not guarantee items will arrive without breakage as we have no control over the handling of the package once it leaves our facility, especially outside our country. We ship all orders thru the U.S. Postal Service which then transfers them to the care of your country's postal service. Most products we carry are fragile, especially products with arms, legs etc extending beyond the main part of the ornament. If it arrives damaged will will refund the price paid for the product only. (any product refunds require a picture of the damages emailed to: firstname.lastname@example.org).
If there is obvious damage to the exterior of the carton and you are able to email us a picture of the shipping box plus damages inside the box we may be able to file a claim depending on circumstances and may be able to get a refund for shipping fees in certain cases. If so, we will pass that refund onto the customer.
WHAT WE CHARGE:
We charge our actual cost of shipping plus $2.00 - $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 - $16 Ground & $36.00 Priority Mail
- 1 - Moose Nativity - $26.00 Ground & $43.00 Priority Mail
- 1 - 12 pc Wedding Set (5 lbs) - $48 Priority (over 4 lbs must ship via Priority Mail).
- 1 - Glass Ornament $24.00 - $26.00 Ground & $43.00 - $52 Priority Mail
- 1 - Moose Nativity - $28.00 - $30.00 Ground & $50.00 - $58.00 Priority Mail
- 1 - 12 pc Wedding Set (6 lbs) $63.00 - $95.00 Priority (over 4 lbs must ship via Priority Mail)
4 lbs or more: Orders with a total packaged 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)
45 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 45 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
NOTE: Nov 15 thru Dec 10th - purchases during this period have an extended return policy- returns are accepted thru 1/10/17.
- Cancel Order
- Damaged – Defective – Wrong Item - Our Error
- Returns - Refused Delivery/Unable to Deliver
INSPECTION FOR OBVIOUS BREAKAGE: Generally 15 days.
RETURNS – 45 Days or Less from date received (exclusion below)
Your satisfaction is important to us. If you wish to return your merchandise for any reason within 45 days (from date received) and the product is in its original condition and packaging - see below.
(do not return defective/damaged/wrong items - see damaged etc below)
- If you received a free item or a discount based on a coupon special or order x quantity to get a discount special offer - returning items may void the discount/free item depending on the quantity returned or may require returning the free item received with the returned products. Contact us if this is a concern before returning items.
- Date received - we use the tracking # for date received verification.
- EXCLUSION: Nov 10th thru December 1st - returns are allowed thru January 15th.
- Your return package must be postmarked within 45 days of receiving the merchandise (except sales 11/10 - 12/1).
- Shipping fees are non-refundable.
- Return shipping is the customer's responsibility.
- Merchandise MUST be returned 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. Items received (by us) in damaged condition 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 further action besides refunding the product etc.
- After 45 days see below policies
- If free shipping was applied AND you have repeat large returns, or a very large order, see free shipping below
- Our Returns address is at the bottom of this page
DAMAGED - DEFECTIVE - WRONG ITEM - ERROR
Please inspect your order asap upon receipt for obvious damages/defects (we generally allow up to 15 days).
First, please accept our apology if any of those areas (damages/defect/error) applied to your order. We do our best to double check and properly package everything.
DAMAGES - DO NOT RETURN THE ITEM. If possible 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 prepaid 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 check our inventory for the correct item and make arrangements to get the correct item to you while including a pre-paid label to return the incorrect item. In some cases we may offer compensation for your assistance or 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 chargeable 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 found in our return policy (including 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 or a credit toward future purchases, otherwise we will automatically refund the account associated with the order. Include the name and address for the refund check/credit for future purchase. Reminder, proof of purchase from us is required and the 45 days return requirements 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 item being returned.
RETURNS - Delivery Refused/Unclaimed - 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 exceeding the amount paid by the customer. If free shipping was applied see that section below Our Returns address is at the bottom of this page
RETURNS – 46-90 Days
Contact us before returning any items 46-90 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. If you return an item during this time and fail to receive a pre-authorization - see our policy under 91+ days for invalid returns.
RETURNS – 91+ DAYS
Sorry we typically DO NOT ACCEPT RETURNS after 90 days (from date received). If you returned an item to us after 90 days without pre-approval 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 item(s) to our inventory or discard the item(s). If you feel you have a rare, unique circumstance you may contact us but please know our policy exists.
FREE SHIPPING on original order
As always, your satisfaction is extremely important to us and we are very happy to accept returns within 45 days. The below policy only affects less than .01% of our orders but for disclosure and transparency we are displaying 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 returned 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 substantial, we reserve the right to apply typical shipping fees before applying any refund (example: $500 order and $250 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, prorated for the portion returned.
- If the shipment is returned to us due to a bad address, unclaimed or refused any refund will be reduced by our actual cost of shipping, in some cases we may reduce the amount to 50% of the actual cost (unless our error or delivery service error is the cause of the return).
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.
IMPORTANT: IF YOU CONTACT THE POST OFFICE - GET THE NAME(S) OF EMPLOYEES WHO REPLIED TO YOUR INQUIRY.
It is the customers responsibility 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 please contact your local post office immediately. Your post office may be able to offer details such as blocked entrance, left at a side door, kids in the yard accepted delivery etc which you can verify but we cannot. Please know, the longer you wait the less chance the delivery driver will remember the package.
*Reasonable amount of time: We email the tracking # immediately upon shipping our order plus we provide a notification of delivery by email within 24 hours of delivery (sometimes within an hour of delivery). A reasonable amount of time is usually within a week of the estimated date of delivery or 24 hours after receiving our notice of delivery confirmed.
Typically if a mis-delivery occurs, the shipper will attempt to collect the package or allow up to 3 days for the person who received it to re-deliver for them. If you are told it was mis-delivered and it is not delivered within 3 business days, please contact us with the phone # and person's name who gave you that information. We will refund or redeliver once we have verification from the post office.
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)