ALL SALES ARE FINAL.
We (The Ornament Factory) do not accept returns. Orders may not be cancelled after payment has been submitted. Please be sure that you REALLY want an item before purchasing it - no buyers remorse please. However, we will gladly exchange products that arrive damaged within 3 days of the date the order was received. Fulfillment mistakes that may be made which result in the shipment of incorrect products will be accepted for exchange, but we must be notified within 14 days in writing. We can only grant exchanges for the exact same ornament originally ordered (sorry, no substitutions). All sales are final - we do NOT issue refunds. The only exception made to this is if we are not able to exchange an ornament within sixty days of being notified of an error and/or damage will an exception for a refund be granted. The Ornament Factory must be notified in writing within 3 days of receipt of a damaged ornament in order for it to be eligible for an exchange, otherwise The Ornament Factory will not honor any type of request for an exchange or credit.
Absolutely no exchanges or refunds will take place 30 days after the shipment date in any case, regardless of delivery date.
Under absolutely no circumstances are orders with current year ornaments and/or pre-ordered ornaments able to be cancelled and/or returned.
The December Exception: Any ornament that is delivered between December 1st and December 23rd of any given year is not be eligible for any sort of refund or exchange due to damage on or after December 24th of any given calendar year. We are sorry, but we will not accept responsibility for any damage that may have come on or around the holidays. Any damaged product must be reported to us, in writing, by December 23rd at 4:00 pm Eastern Standard Time, in order to be eligible for a replacement. We will still exchange any product that was sent in error due to a fulfillment error.
No alterations will be accepted for any orders placed after 2 hours of the order placement date. Under absolutely no circumstances can an item be added to an order after the order has been placed - we can only remove items. In the event an order alteration is made, a service charge of $10.00 or 20% of the price of the items removed (which ever is greater) will be deducted from any credit granted. This fee also applies in the very rare event that an exception is made and that The Ornament Factory grants an order cancellation.
Products that have been pre-ordered may NOT be cancelled or removed from an order under any circumstances.
Under absolutely no circumstance can an order be altered or cancelled an order with ornaments that are from the current year and/or have been pre-ordered - this supersedes any of our other terms and conditions, regardless of processing time, shipping, time, or delivery time.
Although we strive to provide quick and timely service, we make no warranty on shipping times and/or delivery times, and do not honor any conditional shipping times as grounds for cancelling an order. No order may be cancelled unless it has taken more than 120 DAYS to process and ship an order. The before mentioned 120 day time period begins at the time the order was placed, or the latest possible ship date posted on the sales receipt (usually due to pre-orders), which ever is later. This time does not include transit time required for any delivery service to deliver the order. The 120 day processing time is required in the event of unforeseen inventory shortages, supply chain / logistical issues, labor shortages, acts of God, or any other unforeseen issues.
The Ornament Factory may require that any damaged product be returned BEFORE a replacement product is shipped. The Ornament Factory, at it's sole discretion, may accept photographic proof of damage, but still retains the right to require damage product be returned before shipping out replacement product.
All exchange and/or return postage and costs are the sole responsibility of the customer - NO EXCEPTIONS. We will not provide return postage labels.
Any package that is not properly labeled with our RMA instructions or that is not sent back in a sturdy, cardboard shipping box will be refused and no longer eligible for exchange or credit. Any exchange sent back to us in a bubble mailer or a shipping container that does not provide proper protection for the item(s) returned will be refused and no longer eligible for exchange or credit.
In the extremely rare event a return is accepted, there will be a $10 or 20% restocking fee, which ever is greater, and all refunds will have all of the original shipping costs subtracted from a refund before it is issued. In the event that the customer received free shipping, all actual shipping, material, and a handling charge will be subtracted from any refund issued.
THE ORNAMENT FACTORY DOES NOT GUARANTEE THAT ANY ORDER WILL BE DELIVERED ON OR BEFORE ANY PARTICULAR DATE, INCLUDING THANKSGIVING OR CHRISTMAS, OF ANY GIVEN CALENDAR YEAR.
In the rare event that an exception is made for a return, any and all return return postage and costs is the sole responsibility of the customer - NO EXCEPTIONS. The Ornament Factory will not provide return labels.
Any package returned to The Ornament Factory with out an approved RMA due to an incorrect address provided by the customer, the package being refused by the customer, the customer failing to sign for/claim/pickup, and/or any other action or inaction by the customer, is not eligible for a refund or exchange, is considered forfeit by the customer, and does not constitute acceptance of a return by The Ornament Factory. The customer agrees to hold The Ornament Factory blameless and harmless for the customer not taking any and all measures possible to ensure proper delivery and security of their package. The Ornament Factory, at is sole discretion, may choose to reship a returned package, but will only consider to do so at the customer's expense plus a reprocessing fee of $10, payable by credit card or PayPal before the package is reshipped, if The Ornament Factory is notified of a delivery issue within 30 days of the original mailing date of the package. After 30 days, any package returned to The Ornament Factory without an approved RMA is considered forfeit and not eligible for refund and/or reshipment. The Ornament Factory will not make any attempt to reship any package (or refund any order) that is marked as "refused" or "return to sender" by the customer or the delivery service used. Any package that is refused by the recipient and/or returned without first receiving an RMA from The Ornament Factory will be considered forfeit, and not eligible for a refund or exchange. Refusing or returning a package does not constitute our acceptance of a return.
In the extremely rare event that an exception is made for a return or cancellation, there will be a $10 or 20% restocking/cancellation fee (based on the total amount was paid for an order), which ever is greater, and all refunds will have all of the original shipping costs subtracted from a refund before it is issued in the event we shipped an order. In the event that the customer received free shipping, all actual shipping, material, and a handling charge will be subtracted from any refund issued.
We will no longer accept damage to current year ornament boxes as a valid reason for a return or exchange since replacement boxes are no longer available. This is the same policy that Hallmark Cards Inc now has, and as such, we must now have the same policy due to the fact that we cannot replace boxes.
ALL SALES ARE FINAL.