Order Process:
Once you have selected the items you want to purchase and you are ready to place your order; we offer a four-step ordering process:
Step 1: Shopping Basket
The shopping basket contains all the items you selected while shopping. During this step, you can add, delete, and change item quantities.
Step 2: Shipping & Billing
You are asked to provide your billing address as well as the shipping address for any gift recipients.
Step 3: Review Order
Your order will be sorted by shipping address for your review. You can make changes or go ahead and place your order. Be aware that if you do not provide an e-mail address, you will not receive a copy of the invoice or a tracking number. Your e-mail is not used for any marketing.
Step 4: Order Confirmation
A final confirmation summary of your order appears along with the contact information for Customer Service in case you need assistance.
Tracking & Billing:
Your credit card will be billed at the time your order enters the order process in our office, or is sent to a vendor for factory-direct shipment. Please allow 1 business days for tracking status to be available. You may e-mail customer service to check shipping status. You will be e-mailed a tracking number when your order has shipped. Make sure to check your Inbox, Spam and Junk folder for the e-mail.
Shipping:
Currently, all items ship within 1 business day. You should expect to receive delivery within 7-10 business days in the 48 contiguous states unless otherwise noted. Please remember weekends and holidays for shipping purposes. Some months may be very busy and it may take a little longer to get out your order. We will do everything in our power to get it out as fast as we can. Please allow one day for processing your order paperwork.
Cancelling an Order:
To cancel your order, contact us by phone or e-mail. Please include the “bill to” name, order number, date and item you ordered. There will be a 10% cancellation fee for paperwork and credit card fees if we are able to stop the shipment.
Orders that are already in the shipping system cannot usually be cancelled although we will make every attempt to do so at your request. The cancellation process is costly to us, so if your order has been shipped, there will be a restocking fee of 25% of your total order if we are able to cancel your order. You will also need to pay to return the products.
*If a product is on back order, you may exchange for another product or cancel your order for a full refund.
Returns:
If returning an item, please contact us via phone or e-mail regarding why. A RGA # must be given to you and it must be written on the outside of the box or the shipment back to us will be rejected at the warehouse. You will also need a return address. Please note that if there is no defect in the item, you will have to pay shipping to return the item, along with a 25% restocking fee. If a product arrives back to us damaged, no refund will be issued so be sure to package the returned item well. If you received an item damaged, please see below.
*If a product is shipped back to us without a RGA #, it will be refused.
Product Received Incorrectly/Damaged:
For items incorrect upon receipt, we will send a UPS call tag for UPS to pick up the incorrect tree and we will ship you the correct product. We will make every effort to get you the correct product. For products damaged upon receipt, a picture must be e-mailed to us to document the damaged product. We will then ship you a new tree at no cost. If we are out of stock on the replacement tree, then you may choose another item for us to ship. NO CREDITS OR EXCHANGES FOR A DIFFERENT ITEM.
Some items require assembly.
Not every tree or plant on National Silk Trees are silk. Some items may be made of different materials.
National Silk Trees cannot accept any packages freight collect or COD. All packages must be shipped prepaid. Returns must be inspected before final decisions are made on credits.
All credit card purchases that qualify for a refund will be credited to the same credit card account that was charged in the original purchase. Please allow 2-3 weeks for processing. We do not keep credit card information on file.
Ordering & Shipping:
Our products usually arrive to you within 7-10 business days depending on your geographical location.
*If a product is on back order, you will be informed either by phone or e-mail.
Our products are shipped by UPS ground service ONLY.
When You Receive Your Order:
Do not refuse delivery for minor damage. If a package is damaged, check the contents for damage before refusing delivery. If damage appears to be minor, and only a few items need to be replaced, we recommend accepting the shipment (or at least any undamaged packages) after making note of damages on delivery receipt. Doing this will speed up the replacement process in many cases because parts can be shipped sooner and faster delivery methods can be used. All returns must be made within 30 days of receipt of your item.
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