Guarantee

Our business is based on Christian ethics of honesty and integrity. Our integrity and the credit card companies require that we honor everything stated in this Guarantee and Return Policy. We pride ourselves on our Satisfaction Guarantee and the fact that we stand by it. Though we are confident that you will thoroughly enjoy your purchases, we extend to you 3 guarantees:

1. We Guarantee Our Products.

By placing an order (through our website, by phone, fax or mail), you are protected by and accept our terms of sale which are our complete Guarantee, Return & Cancellation policy as stated below and in our brochures. Because our lovely products are geared towards weddings and one time special events, there is always the possibility of dishonest people ordering our products for use on a special day and returning them used or damaged. For those reasons our return policy is detailed, but fair. If you are in any way unhappy with your purchase ), simply follow our RETURNS PROCEDURE (details further down page). Natural trees, wholesale bulk crystal stems, special orders and orders shipped outside of the continental U.S. are final sale.

2. We guarantee first-class customer service.

Just go to the contact us page for details on how to reach us.

3. We guarantee your privacy and security. For details, go to our Privacy and Security Page, found in the Customer Service section of our site. You can access it from our Home Page.

Return Policy

We are always completely honest and fair with our customers and appreciate the same in return. Our honesty is evident in our full (even excessive) product information for each product. Because of our full disclosure, you know exactly what you will be getting, without any surprises.

If you are in any way unhappy with our products we offer refunds of the product total less a 20% re-stocking fee. Shipping, handling or expedited production or shipping fees are always non-refundable. Non-continental U.S. shipped orders & wholesale orders (for qualified retail stores only), see more details below).

After we receive your returned items in re-saleable and unused condition (see bottom of page for what is considered used)within 10 days of the delivery date of the last package in your shipment, refunds can be issued. Some items have shorter return periods which would be stated on their product information pages. If it is not stated, then the return policy is 10 days from date of delivery. We cannot make exceptions to the basic 10 or 7 day return policies. If you have a problem or issues concerning your return, please give us a call and we will do our best to satisfy you.

Only special orders, real wood tree orders and orders shipped outside the continental U.S. and Wholeasale orders (qualified retailers/re-sellers only) are non-returnable and non-refundable.

Typographical Errors

We are not responsible for typographical errors in product descriptions or prices on our website. We do our best to make sure all information is accurate and up to date. Any errors or discrepencies are uninentional.

Erroneous Credit or Debit Card Transactions

We do our best to charge and refund cards without error, however humans do make mistakes now and then. This is rare, but happens sooner or latter in any business that employes at least one human! Although we (like any other retailer) do not pay any type of incidental damages outside of the correction, we always make the charge correct if an error is accidentally made. We do this by voiding the erroneous transaction and re-doing it or by charging or refunding the appropriate amount.

Cancelling an Order After it is Placed

When you place an order for our handmade and other items, we begin to incur expenses in relation to your order. The following policy allows you some time to change your mind, but also helps us in preventing unnecessary expenses on your behalf. Once you place an order, you can cancel it within 24 hours of placing your order without penalties, UNLESS you requested an EXPEDITED 7 or 14 business days production option. After 24 hours of placing your order, cancellations are subject to a cancellation fee equal to 10% of the merchandise total to cover our expenses associated with your order.

If your order has already shipped, regardless of when the order was placed, it is no longer subject to our cancellation policy but is subject to our returns policy stated below. If you requested expedited 14 business days or less production, there is no 2 daygrace period for cancellation. If an expedited order has not already shipped, it is subject to a cancellation fee equal to 10% of the merchandise total. If an expedited order has already shipped, regardless of when the order was place, it is immediately subject to our returns policy stated below. We reserve the rightto enforce or waive cancellation or re-stocking fees.

Delivery Time & Expedited Production Options

Expedited Production Options such as "7 business days" on custom items are only ESTIMATIONS of production time frames. Orders placed with 14 business days production should arrive in approximately 16 BUSINESS days (14 for production & about 2 for delivery, counting from the day after the order is placed, skipping Saturdays, Sundays and National Holidays).

Actual delivery time may be a few days earlier or later. When paying for expedited production which results in faster delivery, you are simply paying to have your order placed ahead of other, older orders. Please order as early as possible to assure your order arrives long before your event.

By placing an order by internet, phone, fax or mail, you agree that you will notify us within 21 days of the date of order if you have not received your entire order. Notify us in writing by e-mail, fax or regular mail. If you requested 14 business days expedited service, you must notify us within 16 business days of the date of order if you have not received your entire order. If you requested 7 business days expedited production, you must notify us within 9 business days of the date of order if you have not received your entire order. All notifications must be in writing. Feel free to call after you have notified us in writing.

Wrong Delivery Addresses

If the shipping error is our fault, we bear all consequental expenses. If the error is the customer's, the customer bears the expense. Please enter your billing and ship to address carefully and accurately. Orders accidentally shipped to an incorrect address and not recovered or recovered and requiring re-delivery to the correct address if due to his own error in entering the address. In this case all resulting shipping expenses damages would be billed to the customer's credit card or deducted from any refunds if applicable.

By placing an order through our website, by phone, fax or mail and giving an incorrect ship to address, the customer authorizes us to charge their credit card or checking account for additional shipping or re-delivery costs charged to us by the carrier due to the incorrect address information. This amount shall never exceed the amount of the original shipping cost charged. In the event the merchandise is never re-covered, damaged or lost after shipped to an incorrect address, customer authorizes us to charge their card or checking account for the retail price of the merchandise. We reserve the right to enforce or waive this right. Please enter your ship to address carefully and correctly to avoid the situation. Again, if the error is our fault or the fault of the carrier, we will bear all of the above expenses. To correct shipping address information before shipping, please send us an e-mail to info@newcreationsonline.com. Include the name on the credit card used and if possible, the order number provided after your order was placed.

Address Changes, AFTER Items are Shipped

Clarification: We do not allow re-directions (changes of address by the customer with the carrier to deliver to a different address). Carriers charge us a fee for changes of addresses, therefore, you can email us or fax us (must be in writing) to have delivery re-directed, if we approve it, we will bill your card the fee and contact UPS, Fedex or USPS to make the change. Customers will be billed up to $10 for every package re-directed to another address once it has already shipped. Changes made with us (not the carrier) BEFORE a package has shipped will be charged no fee.

Refused Delivery or Items Attempted to Deliver & Left Unclaimed

Packages refused at delivery will eventually be returned to us by the carrier. These will be treated as any other return, subject to our complete returns policy including costs such as shipping and handling, return shipping and handling and re-stocking fees. If notices are left on customer's door regarding attempted delivery and customer does not call the number on the notice to arrange for re-delivery or pick up from the carrier, these packages also will eventually be returned to us and subject to the same fees stated above. IF items customer does not contact Fedex or Postal service to arrange re delivery or pick up and the packages eventually get returned to us and customer wishes us to ship the product back to them again, customer is responsible to pay re delivery cost to ship the item to them again.

Returns Procedure:

1. Contact us in writing for a RETURN AUTHORIZATION #. It must be requested in writing, meaning by e-mail, fax or regular mail. This policy protects you as well as us by documenting the date and nature of your request. The return authorization # also protects you and allows us to be sure that we have the chance to tell you how to package the items for return to us to avoid breakage. We suggest sending your packages insured for the price you paid for them and that you send them "signature required" which means the carrier cannot just leave the box outside our address, but must give to a human, who must sign for it. This helps protect you in case of loss or theft of your package if it never makes it inside our building. We are not responsible for getting your returns safely back to us. For this reason, we suggest you send your packages "signature required". We can not refund for what you sent and we never get, we can only refund for what we actually receive.
   
2. When you request this return authorization number, you must include all of the following:
• Give your name and order # (found on your E-mail confirmation and packing invoice
• State the reason for the return,
• Which items are being returned
• The condition of the items being returned (unused & undamaged).
• Once you inform us of the quantity of items and notify us that all items being sent are undamaged and unused, we will e-mail you the authorization number within 12 - 24 hours or give it to you by phone. If you have no e-mail address, we will call you with the number. If you have not provided us a valid and working e-mail or phone number, you will not be able to receive the necessary authorization # and refund. Responsibility for providing current e-mail addresses and phone numbers is the responsibility of the customer.
3. Put this authorization # on the OUTSIDE of each and every one of your boxes, in large print (use a marker) near your return shipping label. We DO NOT receive boxes without this authorization # on it. With this return authorization number, we will be expecting your package and can contact you if it does not arrive. Boxes that do not clearly indicate this authorization # on the outside, clearly visible near the ship to address will not be received and are RETURNED to SENDER unopened by us or will be held, awaiting payment of return shipping back to the sender. We will not be responsible for packages sent to us without the return authorization number.
4. Use the same number of boxes to return the items to us as we used to send them to you. This protects you by protecting your return items. Packing more items into a box to cut back on the boxes used puts the items at risk of breakage. You must use the same number of boxes to receive your refund.
5. If returning items received damaged in shipping in order to receive replacements or credit, there is no need to package with care. Choose as small a box or mailing bag as possible to fit the damaged items inside. Mail the package as inexpensively as possible as return shipping is at customer's expense and the items are already broken.
6. If items ordered through our site, by phone, fax or mail are refused FOR ANY REASON upon attempted delivery or are marked "return to sender", the customer still bears the responsibility for any damages or loss and the expense of the initial and return shipping.
   
   Refused orders still incur return shipping costs for us because the carrier bills us for the return shipping cost. To protect yourself, do not use either of these methods to return packages to us because you are still responsible for loss or damage. Expenses billed to our Fedex or UPS account for returning ordered but refused items will be deducted from any refunds due, if any.
   
   We do not bear the expense of packages refused by customer or sent "return to sender". Lost or damaged packages sent this way to us are the responsibility of the customer. It is in your best interest to wait until all packages in your order (if they arrive separately) have been delivered to you before sending any returns. Refusing some packages in your shipment can jeopardize your refund
7. DO NOT SEND RETURNS TO OUR GENERAL MAIL RECEIVING ADDRESS on Enterprise Road. You must send returns to our fulfillment address only. This address will be provided to you along with your requested Return Authorization Number:
   
   
Customer is responsible for packages not sent to the return address provided with the R.A.# and any shipping fees to deliver it to the correct return addess. In order to protect your refund, do not send packages to our general mailing address.

8. Return the items to us in saleable (undamaged and unused) condition within 10 days of the date of delivery of the last box that we shipped to you (7 days for Crystal Stems and non-wood trees. See bottom of page for what is considered "USED". Your package must be RECEIVED by us with an authorization number, unbroken products and within 10 days of receipt in order to receive a refund or credit. Packages delivered after this date must be refused at delivery or held for payment of return shipping to customer. We double-check the actual date of delivery with the shipping company for verification.
9. WHOLESALE ORDERS by RETAILERS are non-returnable(however, we do provide damage replacements if damaged in shipping)

If You Damage or Break an Item

If you damage the products that you purchase, please do not send them to us.

Damaged Artificial Branches

The artificial branches do not get broken in shipping (resin and latex outer coating and wire inside do not get broken from dropping, tossing or kicking the boxes) unless perhaps the truck had a terrible accident (unlikely). Branches are sometimes damaged by excessive bending/rough handling or shaping by customers. This can cause cracking of the outer paint or latex coating or if tough strong, even break the inner wire. We do not refund for branches broken by customer. If you break an artificial branch, they can be fixed with ordinary bathroom caulk ($1 at Walmart or hardware store) and re-painted over the damaged area and touch up painted or you can re-paint the whole branch. Be sure the caulk says "paintable" on it. Some caulks are silicone only which does not hold paint well. By purchasing our lovely branches, customer is acknowleging our store policy that if broken, the remedy is to fix it as described, not send it back to us.

Damaged Real Trees

As stated in the product details, real manzanita branches or trees will arrive with small branches broken off in the box. This is normal and to be expected, no matter where you purchase real trees from. With our manzanitas, there are so many branches, that it is normally not noticeable and does not need fixing. However, in case you don't like it, you agree that you will take the branch, look for it's proper place on the tree and repair it with the simple wood glue that comes with your tree. This takes just minutes and is normally undetectable. If your tree was painted, you will receive touch up paint as well for touching up any possibly paint scratched areas during shipping. These are the terms of sale agreed to for all real trees and branches. If the whole tree is demolished (never happened yet) due to a truck crash or something, we then of couse, replace the tree (not refund it).

Other Damaged Merchandise

We replace any damaged items for the same item if damaged in shipping, we do not simply process it as a "return". This policy does not apply to broken off branches of real trees. We are unable to give refunds or replacements on customer used or customer damaged goods. We will also not be responsible for the cost of sending these damaged items back to the customer if they are sent to us. Customer used or customer damaged items unfairly sent to us will be held for 60 days for payment of return shipping to you and then discarded without refund or credit.

If sending items back to us, CUSTOMER is responsible for any breakage or loss in this return shipment to us, therefore you must send your package insured by the carrier for its value. This way, if the items are damaged in your shipping back, you can file a claim with the carrier for compensation. If we receive broken returned items (damaged by customer or in return shipping) the cost of those items will be deducted from the refund amount.

How to Package Items for Return

Keep the bubble wrap, packaging and other items that we shipped the items to you in. Wrap them carefully in a similar fashion. You must use care in packaging your return items to prevent breakage in shipping in order to receive a refund. If necessary, call us before shipping so that we can help you over the phone with re-packaging the items properly if you are unsure of how to do it. We must receive any returns in the same re-saleable, unused and undamaged condition in which it was sent. We photograph returns and return packaging for our records if received back damaged.

What is Considered "Used"

Items returned after the date of the event are considered used. Bouquet Fantasy crystal stems returned showing evidence that they have been unbound from the way originally sent. This means if the binding wire and or ribbon which holds the bunch together have been removed and re-done, they are considered used. If stems have been severely bent and or tangled, they are considered used. For hair accessories, any piece returned with evidence of hair in the comb or pin is considered used. Items returned damaged if not originally reported (within 24 hours of delivery)as received damaged are considered used or damaged by the customer. If you report (in writing) the items as received damaged as required and return them within 10 days, then they are considered damaged in shipping.

In the Unlikely Event that You Receive Damaged Items

If a box is delivered to you with visible signs of damage, MAKE NOTATION OF DAMAGE on the delivery driver's delivery pad where your signature is required and then receive the box anyway (do not send return to sender as stated above because most items survive damage to the box) and examine the contents. Remove all items that are intact and notify us of any damaged items as described below:

If you receive items from us that were damaged in shipping (unlikely;only a small percent of breakage occurs), notify us in writing only, by e-mail, fax or regular mail within 1 day (24 hours) of receiving it damaged. We verify the actual delivery date and time by contacting the carrier (Fedex ground) who keeps records of the date and time of delivery. Regardless of whether you call us, we must receive a printed complaint by e-mail, fax or mail. Your notification must include which items were received damaged, the quantity of damaged items and the nature of the damage.

If we do not receive this written notification within this stated (24 hours) from the date of delivery time on file with the carrier, we cannot credit your card, give refunds or replacements. This means from the date and time of delivery to your shipping address, not the time you opened your boxes. If you DO notify us within 24 hours of receiving any damaged items we will bear the loss and possibly file a claim to be compensated by Fedex for the damage. You must NOT throw away the damaged items or any of the packaging because we may require that a claim for damages be filed with Fedex Ground before we ship replacements for continental U.S. shipped orders. If you discard the damaged items or packaging before contacting us,you jeapordize our recovery from Fedex and forfeit your refund. We will give you instructions as to how to return the damaged items to us. If you were charged for insurance, this is to help us cover a small fraction of this cost.

We reserve the right to decide whether to process a credit to your credit card or to mail you a check for the amount paid for damaged items (as opposed to sending replacements), at our discretion. We normally ship replacements, however if you decide that you do not want the replacements, but a credit for broken items, we will treat it as a return, subject to all terms of our returns policy stated above. We do not refund the cost of returning damaged items as it is usually minimal.

If you fail to contact us within the 24 hours of receiving the damaged items (based upon the delivery date and time on file with Fedex or UPS), we will not be able to process a refund, credit or replacements exchange.

These policies allow us to continue to sell our lovely products at a reasonable price by protecting us from those who use or accidentally damage the items themselves at some point and attempt to get a refund. We realize that most of our wonderful customers are honest and up-front as we are. Please avoid this situation by contacting us in print (e-mail, fax or mail) within 24 hours of receiving the items damaged in shipping. To protect yourself, just send us an e-mail, fax or letter stating the damage and the number of items damaged. This e-mail, fax or letter protects you by serving as evidence of when you contacted us. Please feel free to call us as well about the problem, but do send the e-mail, fax or letter for documentation.

Orders Shipped to Other Countries or Outside Continental U.S.

Items shipped outside of the continental U.S. only are shipped at the customer's risk of loss or damage in shipping, transit, by customs agents, etc. For orders shipped outside the continental U.S., we cannot ship free replacements or refund for damaged items received due to the much higher expense. Such orders ship at the customer's financial risk of loss or damage. This does not apply to orders shipped WITHIN the continental United States.

If you do not accept and understand these terms or need clarification, you agree that you will not place your order until you do. By placing an order by phone, internet, mail or fax, you demonstrate that you accept these order terms. Please e-mail your questions to us at: info@etherealdecor.com.

We will always be fair and honest with our customers and rely upon the honesty and integrity of our customers and hope that most of them will do the honest thing as well. We truly appreciate your business and your understanding.

Litigation

If we must sue a customer for payment of merchandise for any reason including unwarranted charge-backs, the dispute will be litigated in and settled by the court systems of the state of Florida.

Main Mailing Address (this is not a walk-in location):
Ethereal Decor, 2578 Enterprise Road,
#211,
Orange City, FL 32763

Phone: Toll Free 877-484-4642 (during normal business hours)
Fax: 877-484-4642 (same as phone number; available 24 hours; just hit send on your fax machine during the first 5 seconds of the greeting). ***Please be aware that all live phone call (inbound & outbound) may be recorded for quality assurance and to confirm that we fill your order accurately and according to your instructions.

Email: info@EtherealDecor.com