|
|
 |
 |
 |
 |
 |
|
 |
MERCHANT POLICY
Customer Guarantee
The Tree Maker wants your on-line shopping experience to be a pleasant one because we value our customers' satisfaction. We pride ourselves on providing top-notch products, using quality materials and craftsmanship. Our reputation is providing the best service possible in a timely manner so that this will be an enjoyable experience for you. Please call, mail, fax or email us to let us know how we can improve our services and products to you.
All stock items are 100% guaranteed to be free from manufacturing defects, but some wood and paper products have small blemishes that go with the appearance of the product. For example the aged paper we use for printing family tree charts has an older look to it on purpose or the grains in our wood products may have small blemishes in them that are normal in wood products.
We only mention these two among many other items as in this modern world of ours; everything is not made of plastic. And most of our products are not plastic related.
Responsibilities of the Customer
Occasionally we get an order, which a customer filled out the required information incorrectly within the ordering process. The ordering process can be conducted over the phone or on the website of www.thetreemaker.com. There may have been a misspelled surname written down for the artwork on a coat of arms, or a misspelled shipping address, or a number of other mistakes that were made during the ordering process by the customer or by a representative of The Tree Maker. It is the responsibility of the customer to provide correct information in the ordering process. Since all orders {by phone or through website} have a receipt sent to the customer by email when the order is place, it is the responsibility of the customer to proof-read this information. If an order is taken over the phone or through our website, the only way to know what information was written down is by the emailed receipt, which both the customer and The Tree Maker will receive. It is the responsibility of the customer to make sure that the receipt did reach them and was not stopped by their spam filter. Also it is the responsibility of the customer to proof read the receipt to make sure all the information is correct.
SPECIAL or CUSTOM-MADE ITEMS: These items include all products that display a coat of arms, surname history, family names, or any other special work we had to create on your product. We use our order form that is normally filled out by the customer when ordering to create the product they want. This ordering form will ask you for specific information that we will need to create a product. In the ordering process we have also provided an “Additional Information” box that you can write other specific information that will affect how a product is made. For example; when you order a product that displays a coat of arms you will be prompted in the ordering process to provide the “surname” and the “country of origin” that will show in the artwork for the coat of arms. If there is a specific coat of arms / family crest that you are trying to match, it is the customer’s responsibility to make that information clear to us before we create your coat of arms. This additional information should be given to us within the ordering process, by email, fax or by written letter. A phone call with that information is not an expectable way to send information on your order. We use emails as confirmation regarding any changes to any product.
Return Policy
Any order that is a specialty item or involves a coat of arms or surname history is considered non-returnable merchandise unless it is damaged or defective or is the result of an error in manufacturing and can only be exchanged for the same or equal valued merchandise at no additional cost to you. Again, customers are responsible for making clear what they want in an order in regards to specifications of a customized product. These specifications will need to be in a written format in the order form, email that the customer sent, or in a written letter that was sent to us.
Other product returns are based on individual customer orders and conditions according to each stated product. Some products can easily be resent as a replacement, while other products can be handled in different ways if both The Tree Maker and the customer are in agreement. Otherwise a replacement will be sent if deemed necessary by The Tree Maker.
RETURN PROCEDURES
First a customer should contact us by phone or email to explain the problem with the product. In some instances it is not necessary to return the product. While in other instances the product will need to be returned for inspection. There will need to be a Return Authorization by The Tree Maker before the returned shipping will be financially paid for by The Tree maker. If a return authorization is granted then a shipping address will be provided by The Tree Maker to the customer, as there is more than one location that can be used depending on the product in question. Any returns sent to any other location “WILL BE REFUSED” and returned at the “Customer's Expense”.
Shipping charges for all returns will be the responsibility of the customer. Don’t Worry, the shipping charges will be reimbursed if the damages or imperfections was the fault of The Tree Maker. Please keep in mind that our goal is to please all of our customers, so this is not normally a problem.
Please contact Customer Service if you have any questions regarding Return Authorizations.
The Tree Maker
P.O. Box 128
Cedar Hill, TN. 37032
615-696-0202
sales@thetreemaker.com
|
|
|
