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Customer Care 1-360-321-2131

Customer Service Policies


How to Order

Safe & Secure Online Ordering

The Team

Availability & Lead Time

Payment

Coupon Codes

Cancellations

Damaged Orders

Returns

Refunds

Disclaimer

 

How to Order

Simply order online with our step-by-step process. Of course, if you need assistance finding the correct item, discussing a custom project, or if you have questions, you can always call or email us for personal help. Our customer service representatives are here to help you Monday - Friday from 7 AM - 4 PM PST (West Coast). You can call us or email at:

Phone: 360.321.2131
Fax: 360.321.2585
Email: Info(AT)ArtisanCrafted(DOT)com

Yes, you can actually talk to a real person! Many of our artisan crafted products are “made to order” with many different options and styles. Our products generally require some consultation to make sure you are getting exactly what you want and avoid ordering mistakes. The best way to contact us is by phone so our customer service representatives can better understand your design criteria, budget, time frame and vision for your particular project. We also respond quickly to email inquiries. It helps if you provide your name, phone number and other contact information.

Safe & Secure Online Ordering

We employ a method of interaction with our visitors that does not compromise credit card information. All information entered on our fully secure server is encrypted to help ensure the safety of personal information. To insure that you get the right product, a detailed e-mail is immediately sent to you. We pack our goods well to help prevent damage.

The Team

Every project has unique requirements. Our trained staff has the know-how and expertise to turn your vision into reality. If you need assistance finding the correct item or have questions, please call us at 1.360.321.2131. Our staff is available to assist you Monday - Friday, 7 - 4 PST.

Availability & Lead Time

There are three types of work that we sell—stocked, made-to-order and custom. Upon an order, stocked products can be shipped out within a short period of time. “Made-to-order” products have different lead times and often can be customized to meet your needs. Simply give us a call and we can quickly quote you lead times and consult with you on the available options. For custom work we will generally make a proposal that includes the specific work to be done, shipping deadlines, costs and other pertinent information. Once a proposal has been agreed to, and a deposit has been made, we will get started on the work.

We are here to help you through completion of your project. We have helped hundreds of design professionals and art collectors match the right work of art to their specific job. Unlike a standard gallery, showroom or “internet company”, we specialize in functional and architectural art and understand the challenges associated with incorporating handcrafted art into residential and commercial projects. Our customer service representatives have the design experience and technical knowledge necessary to ensure that your project is a success.

Payment

We accept Visa, MasterCard, Amex, or if you prefer, a personal check. If you choose to pay with a personal check, please make it payable to Artisan Crafted and mail to: PO Box 1030, Langley, WA 98260. We will process the order once the check is received. Some orders will require a deposit with the balance charged at time of shipment and others will be charged at time of order. These details will be determined in advance of ordering so there are no surprises.

Coupon Codes

Coupon codes are occasionally created and made available to our customers for various discounts and promotions. Some restrictions apply to the discounts associated with coupon codes, and will be applied or denied at the discretion of Artisan Crafted. E.g., the VIP Customer Discount is intended as a gift to customers who have completed a purchase at any of our stores, and may be denied on a subsequent order during processing if said prior purchase is returned or refunded. Coupon codes are not valid and will be denied on purchases of custom orders and sample orders. Many coupon codes are intended for one time use only, and must be used within the described time period. If a coupon code is not used on a purchase before the described expiration date, the recipient forfeits any discount or promotion from said coupon code. Coupon codes are valid by phone and online. Coupon codes may not be combined with other offers or promotions. If the full value of the coupon code is not completely used during one transaction, no change will be given. Tax and shipping costs will be charged if applicable and beyond the full coupon amount. The coupon may not be redeemed for cash, or applied as payment to any account. Artisan Crafted does not accept responsibility for coupon codes lost or stolen. Unauthorized resale is prohibited. If you have reason to believe that an error has occurred in relation to your Coupon Code, you can call us at 360.321.2131.

Cancellations

We understand that sometimes there is a need to cancel an order. Your order must be cancelled in writing, so please send us an email to Info(AT)ArtisanCrafted(DOT).com. If your order has already been processed, which can sometimes happen immediately after you place your order, you will be charged a 4% credit card transaction fee. This fee can often be applied to a future order depending on the circumstances. If your order has already entered the shipping process, it cannot be cancelled and is subject to the terms outlined in our return policy. If your order is custom and has already entered the manufacturing process, it cannot be cancelled, nor can it be returned.

Damaged Orders

All of our shipments are fully insured. Please notify us immediately upon receipt of any damage to the product(s). Be sure to keep all packaging materials for inspection. We will require photo documentation of any damage to both the item and the packaging to proceed with a claim. Our carriers require that damages or shortages be reported within three days of receiving the shipment. If these terms are not met a return may be denied.

Returns

We want you to be 100% satisfied. We understand that sometimes things do not fit like you had intended or that it may not look exactly like what you were envisioning. Before ordering, please call to inquire if the product you’re buying is returnable for refund. Returnable items must be returned in their original condition and in their original packaging within 3O days from purchase. Any product purchased on sale cannot be returned for refund or exchange. Items returned for refund are subject to a 15-30% restocking fee plus the cost of return shipping. This fee varies depending on the item, please call for more details. If your return is exchanged for another product of similar value, you might not be subject to a restocking fee. The restocking fee covers the cost to ship the original product to you plus administrative costs. Custom made products, and most products made to order, are non-refundable and non-returnable.

If you need to exchange or return an item, please contact our Customer Service representatives for assistance. We will provide details regarding the return or exchange process, including a Return Goods Authorization (RGA) Number. All returns must have an RGA Number associated with them. If you do not receive an RGA Number before returning the product and it cannot be located, we are not liable for the credit. Once the item has been shipped, all fees will apply on returns. You have one week to report any shortages to your order and three days to report damages. See information on damages above. If the wrong product is shipped, we will ship you the correct product as soon as possible. You must allow us at least one week to rectify the situation. Promotional discounts & coupon codes are not intended for and may not be used with exchanges. Please call our Customer Service representatives if you are not clear on these policies.

Refunds

Your refund will be sent to you within 14 days of receipt of your return, assuming the item and its packaging with approved RGA number are in their original conditions. Payment is generally made in the form of a check.

Disclaimer

Our webmasters are hard at work to make sure all prices and products have as accurate information as possible. Once in a while a price change will happen and our webmaster may not have updated our site. If this has happened with a product you purchased, you will be notified of the change in price before the order proceeds. Any product with wrong information on the site leading to a wrong order will be refunded to the buyer after product is returned.

For any other assistance please call us at 1.360.321.2131 or e-mail us at Info(AT)ArtisanCrafted(DOT)com.

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