Company
Policy & Ordering - Please Read |
| PLEASE NOTE:
After 30 days all sales are final. |
Boxing
Fee: All orders processed whether by phone
or by the online servers have a per order boxing/package fee
of $3.00 placed on them. This fee is to cover the costs of
the box or package and the labor to fill the order. unlike
most other sites who charge a per box fee we don't. Example:
If John Doe makes an online purchase and orders 25 sheets
of glass, plus other materials that must be shipped in 3 boxes,
two of which have glass in them, he will only be charged a
one time box fee not 3 separate fees. This savings can be
an asset to the craftsperson looking for lower prices.
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Discover - Visa - Master Card - American
Express
Secure Online Ordering
The Oak Tree wishes to express our sincere gratitude for
choosing our site to shop, browse and or purchase stained
glass & related products online.
We want you the consumer to know that we have invested
in secure technology in order to bring to you, our customers,
the very latest in e-commerce security. Our shopping cart
system is a state of the art program with highly advanced
secure socket layers and encryption technology. What does
all this mean to you? Well in short, it would be darn near
impossible to break through and gain access to the secure
and personal information that you share.
Feel safe with hassle free shopping and none of the worries
that any of your personal information will go anywhere but
through the secure banking system. That is our wish for
all customers on and off line. No one wants to shop in store
whether in a mall or cyberspace that can’t offer a
level of security equal to dining out in a fine restaurant,
or making a purchase in a major department store. That is
why we would like to assure you with all confidence that
your transactions will be handled with the highest respect
for your desire to maintain privacy and security.
Enjoy your shopping experience and know that your privacy
is first and foremost
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Shipping
Carriers |
| UPS - Our standard carrier
for shipping by which all online order costs are priced from.
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| US Postal Service - We ship through the USPS when
it is faster to get the packages out on the road. Additionally
when the packages are small and or letter sized we occasionally
send out a courier to drop off the packages at our Post Office.
This extra service is not passed on to the buyer. |
| FedEx - At the request of a customer prior to
placing a phone-in order we will be happy to get a quote and
ship through FedEx carriers. |
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Return Policy:
We check our shipments 3 times prior to going out, to eliminate
errors and bad shipments.
When your shipment arrives:
• You are to count and check that you received the exact
number of boxes that you signed for on the carriers receipt.
• If you receive an incorrect count or the wrong order
or defective merchandise via our fault, than we must be notified
within 48 hours of receipt of goods.
• If the order is filled out incorrectly due to our
fault then we will issue a claim tag and pay shipping both
ways.
• No return will be credited without a prior authorization
claim tag number.
• All orders returned and accepted with our approval,
aside from defective merchandise, will have a 15% restocking
charge and you the customer will pay the shipping charges
both ways. All merchandise must be in its original sealed
package.
• There will be no credit issued for merchandise returned
to us from improper packaging or merchandise that is unable
to be re-saleable due to poor or improper handling.
ABSOLUTELY NO RETURNS ON:
Glass, Software, Books, Bevels, Lead-Zinc or Brass, Patterns,
Custom Panels, Special Orders, Used or Opened (Merchandise
and or Tools).
UPS Orders Only
SHIPPING DAMAGE: UPS - damaged goods!
• Please do not continue unpacking boxes)
• Save the carton and all the material for packing
• Call UPS Customer Service @ 1-800-742-5877
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Damage Policy:
We are not responsible for loss or damage after the package
has left our facility. If your package shows signs of damage,
open the box prior to signing the delivery receipt.
• Don't refuse delivery; instead indicate loss or damage
on the carrier's ticket.
• The package will be picked up and returned to us.
• We can then replace the merchandise.
• Call UPS at the number listed above, and then call
us.
• Do not return any merchandise to us without filling
a claim first.
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Minimum orders:
Because of the cost involved in processing an online order,
our minimum order is $25.00 . There will be an additional
$5.00 charge for all orders that do not meet the $25.00 minimum
requirement.
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Method of Payment:
At this time we are set up to accept Visa & Master Card,
Discover and American Express. Personal checks can be accepted
through the mail system, however there will be an extended
processing time which will delay the shipping of your order,
until the check clears through our bank. Money Orders are
excepted as well.
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Secure Server:
Our secure server purchasing system is safe and reliable and
is steadily becoming the way of the future. Jump to Secure
Online Server to learn how to shop the Online
Autocart pages.
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Phone Orders:
If you feel uncomfortable entering your credit card or personal
information into our system we have an alternative. You may
phone in your orders between the hours of 4:00 PM and 9:00
PM, Monday - Friday and 9:00 AM to 4:00 PM on Saturday's and
Sundays, Eastern Standard Time. If you get the answering machine,
please leave a message and we will respond to your call. Our
phone number in Wilmington, Delaware is 302 984 2648 or Toll
Free at 866 984 2001.
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General Policy:
• After 30 days all sales are final.
• All shipments will be sent by United Parcel Service
(UPS) or other shipper at our discretion unless other arrangements
are made by phone.
• We can only ship orders within the continental 50
states at this time.
• All credit card sales will be verified with the card
# and card holder's address, if the address entered is different
from the card holder's address, the order will be flagged.
To ship to an address other than the card holder's address
the card holder must type in the request in the section provided
under "Special Conditions". This is done to protect
the consumer from unauthorized use of credit cards
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Back Orders: & Out Of Stock Items:
If an Item is out of stock you wont be charged for that item
on your invoice, unless the description indicates the item
will be shipped in a time frame. We will not charge your for
items that we don't have in stock. In addition we will not
hold your money for back orders. On the other side if an item
is expected in within 3 days and no longer we may at our discretion
delay shipping your order so you can have the entire order
complete or as close as possible.
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Sales Hours:
Our sales are primarily from finished work or the fabrication
of art panels and custom requests from clients all over the
country, and here in Wilmington DE. Our Studio hours are by
appointment only, at 230 Fifth Avenue, Wilmington Delaware
19805. Our virtual online ordering catalog is open 24 hours
a day 7 days a week, 365 days a year. For phone calls and
times that we are available to speak with you please link
to Autocart. The best and fastest way to get a message to
and from us is email - glass@oaktreesg.com
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Glass Orders:
At the present time we are offering glass in pre packaged
boxes, hobby sheets 12x12's. The sheet sizes are 12"x12",
8"x10", 8"x12" for the hobby sheet sizes.
Shipping cost will apply depending on the weight and the amount
of glass you order. We will package up to 12 pieces of glass
per box, which has a one time $5.00 per order boxing charge
plus the normal shipping charges. See BOXING FEEs The additional
charge is for Packing/Boxing of goods and will be added onto
the final cost as a separate line cost.
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Shipping Costs:
We will do our best to get your order to you as fast as possible.
FedEx: For domestic & international shipments
US Postal Service: US Priority Mail for domestic & US
Air-Mail for international shipments. At this time we can
only ship the Software via international orders. Other merchandise
is not yet available for overseas orders. Free shipping special
sales will not apply to areas outside the Continental United
States. We will calculate the best price to suite your needs,
and contact you via email.
The shipping costs for all items will be set by the UPS Service
Charts. We offer three ways to ship through the UPS system.
All orders can be tracked after they are shipped. If a special
condition such as overnight delivery is needed we will try
to work with you on that, but for this service you must call
or email us during business hours.
UPS Ground = Dependable UPS Ground Service that reaches every
address thought the 48 continental states with delivery time
based on destination. UPS Ground Service now features the
same advanced electronic package tracking available with UPS
air services. Orders to Alaska and Hawaii will be either UPS
Overnight Air or 2nd Day Air. Special promotional offers for
free shipping on all items do not apply to air freight, they
are for ground shipments only. In certain instances an allowance
may be given for air freight, only with pre approval by an
authorized Oaktree sales rep. via phone conversation.
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