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Ordering Policies for MaryJanesFarm Shop
Welcome to our store! We are committed to providing the finest in customer service, and to that end, this page is intended to layout and clarify our policies in handling your orders, as well as answer any problems, concerns or questions arising from your shopping experience with us.
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Contents
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Our Unconditional Guarantee
We understand that buying by phone, by mail or online is an act of trust, and we want to be worthy of yours. Consequently, your order is backed by this unconditional guarantee: If you are not completely satisfied with the quality of your purchase, please contact us immediately and we will do whatever we can to help make it right for you.
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Problems on your Order
Below we provide details on how we generally handle problems with an order.
Returns
If you are dissatisfied with the quality of your purchase or if there are any extraneous, mis-shipped items in your order, please call us immediately for instructions on returning those items. We accept returns on all non-food products and all unopened food packages, except bulk (see below). Food products need to be returned within 30 days of purchase. Also, please see below for specific details on returning Dansko shoes.
Depending on the particular item or quantity of mis-shipped items, we do not necessarily request their return. If an item is defective or has quality issues, we will request it be returned so that we can ascertain the nature of the problem. If a return is warranted, we will issue a call tag and ask you to prepare the product for pickup. To be eligible for a refund, all non-defective items must be returned in saleable condition.
We will ship out any replacements or substitutions as soon as possible, free of any shipping charges to you. If you request a refund or credit, we will process the refund or credit when we receive the returned items. We ordinarily will not include the original cost of shipping in the refund or credit.
Returns of Bulk
If you're considering buying a food mix in bulk that you've not tried before, we ask that you purchase a pouch of it to sample first to be certain you'll be pleased with the product—we do not accept returns on our bulk products. If you have a concern about the quality of the food mix itself, we will in that case arrange a return of the product so that we can ascertain and verify the nature of the problem.
Returns of Dansko Shoes
When returning Dansko shoes, we must obtain a "Return Authorization" and the shoes will need to be sent directly to Dansko. Please call us for return shipping details. We are unable to refund the drop-ship fee or shipping charges incurred in receiving or returning Dansko shoes.
Missing Items
If there are any items missing from your order, please call immediately to inform us of the oversight. We will send out any shorted items as soon as possible, free of any shipping charges to you.
Damaged or Lost Shipments
If your shipment arrives in poor condition, or is long overdue, please call immediately to inform us of the issue. We will send out a replacement order and file a claim with UPS to recover losses on damaged or lost shipments. If UPS' records show that a shipment is still in transit, we will inform you of its status and expected date of delivery. If it still does not arrive on the expected date, please call us to arrange shipment of a replacement. Please keep in mind that we cannot track shipments sent via the U.S. Postal Service.
Please read on for further elaborations and clarifications about how ordering from us works.
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Shopping
This section describes the online ordering process and other options for shopping with us.
Filling Your Shopping Basket
To start, click on one of the category names in the header at the top of the "Our Products" page. On the resulting page, click on one of the products in the left-hand navigation menu, which will take you to a page where you can select any product in that category. If you're familiar with our products, you can shop right from that page. When you see a product you would like to purchase, click the little blue box with a downward pointing arrow to pull down a list of the different packaging types. Select one, and the "Buy" field will automatically become checked. Now highlight the quantity in the next field over, and type in the quantity of product you want, if you want more than one. If you decide at any point not to purchase that item, simply click on the check mark in the "Buy" field to uncheck it. If you're shopping for the first time or just want more information or photos of the product, then click on the product name and you will be taken to that product's description page, which will have a list of color and size options below, where you will simply click "buy" for any item listed and choose a quantity..
Now, you can select other products to add to your basket in this same fashion, or you can click on the "Add to Basket" button (found at the top or bottom of the whole list) anytime to add any items that have been checked to buy to your basket.
If you want to purchase the same product but in different packaging types, you'll need to add your current selection to your basket, then return to select another packaging type, or you can click on the product's title to go to its description page. From there you can select from all the packaging types at once and add them to your shopping basket.
When you click "Add to Basket", you will be taken to your Shopping Basket, and you will see all the items you have selected so far. To go back to select more products to purchase, click the tan "Continue Shopping" button. To add more of a product you've already put in your basket, highlight the "Qty" field, type in the amount you'd like, and click the tan "Update Basket" button. To remove an item from your basket altogether, click the tan "Remove Item" button to the right of the product you'd like to remove.
Finalizing Your Order
Once you have all the products in your basket that you would like to purchase and in the correct amounts, click the "Check Out" portion of the green bar at the top of either the "Shop" page or while viewing your shopping basket. You will begin the process of finalizing your order. Follow the instructions on that page. The first page will be where you would like the shipment sent. If you're having it sent to a foreign destination, please do your best to adjust your address to fit the form. We know it's not perfect for every country. Please read our Shipping Policies below for more complete information.
Please don't forget to fill in the "Special Instructions" field on this page with any special instructions for the delivery service or special information regarding products you purchased, such as the size of the shoes.
Click the tan "Total" button at the bottom. Now you can see the total for your order, including shipping. Check to make sure it looks correct, then fill in your billing information on this page. Please note that we can only accept Visa or Mastercard. Once your payment information is entered in, click "Purchase". A confirmation email will be sent to the address you provided in the shipping information, and you will see a page showing a 6-digit order number. Write that number down. You can use it later to track your order once shipped. From here you can also print a receipt of your order by clicking on the whole order number.
Tracking Your Order
To track your shipment once we have sent it out, go to the "Our Products" page, and click on the "Check Order Status" link at the top of the page . Follow the instructions on the page you're taken to. If we have not shipped your order yet, you will not be able to track it yet. You cannot track your shipment in this fashion if you did not order online � you will not have received the 6-digit confirmation number needed to track it this way. Please call us, and we can look up your tracking number in our UPS records.
Other Methods of Ordering from MaryJanesFarm
Aside from ordering online, please feel free to order from us by any of these other methods:
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Pricing
We reserve the right to modify or update our prices periodically as necessary. We do our best to stand by the prices listed in the latest issue of our catalog in MaryJanesFarm magazine, however, despite our constant vigilance, occasional errors slip in or changes in costs beyond our control compel us to update a price listed in the catalog. The prices listed on the website (excepting errors yet to be found) reflect our most recent prices.
Pricing Discrepancies
If there is a discrepancy between the listed price of an item on your order and the correct current price, we will take one of the following actions:
- If the correct price of an item is lower than that on your order, we'll charge you the lower price and ship your order.
- If the correct price of an item is higher than that on your order, we'll make a reasonable effort to contact you to alert you to the correct price and confirm your desire to receive it still. If we can't contact you, we'll ship your order anyway and either
- charge the price listed on your order, if the error in pricing is ours, or
- simply change the price on your order to reflect the correct price.
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Shipping
Our website is connected to UPS and you'll know your shipping charges when you finalize your order. We charge an approximation of the actual shipping charges from UPS, based on your shipping zone (your distance from us) and the weight of your order.
Please understand that we do our best to ship your order in a timely fashion and in as secure a condition as possible, and we generally have had good experiences with UPS, however, we cannot ultimately be responsible for your order and the timely delivery of it once it leaves our hands. Please make sure to provide us with correct addresses and any special delivery instructions to assure the order reaches you in a timely fashion and good condition.
Should there be any problems that occur during delivery before the shipment leaves UPS' hands, we will take responsibility for replacing or refunding your order. If the order is marked as delivered on UPS' records and upon investigation is found to have been so done to the best of their ability and in the best of faith, replacing orders damaged or lost thereafter will be your responsibility.
Shipping Services
UPS is our primary delivery service, but we reserve the right to change delivery services as best suits your order, unless you specifically request a certain shipping service verbally or in writing on your order form or in the comments field. Please let us know if a certain delivery service does not work for the shipping address you give us.
Rush Shipping
In a rush? We can ship your order Next Day Air, 2nd Day Air or 3-Day Select.
During a normal business week, most of our orders ship within 3 days; however, we do not guarantee that. Note that if you do not feel expedited shipping is necessary as of the date you place your order, please contact us directly or advise us in the "Special Instructions" field of the date within which you need to receive your order to ensure we ship it in the most timely fashion possible.
If you have any concerns at all about receiving your order by a specific date, whether or not you select an expedited shipping method, it is always best to contact us to be certain we are aware of your order.
If you place an order asking us to ship it using one of the expedited options, the order will need to be placed by a certain time each day to allow us the time to pack it to make UPS' schedule:
- Next Day Air — 10 a.m. Pacific Standard Time
- 2nd Day Air / 3-Day Select — 1 p.m. Pacific Standard Time
Please keep in mind that the amount of time it takes to ship the package to you does not include the day you place the order or Saturdays and Sundays. So, by way of example, placing an order to ship by 3-Day Select on Wednesday will not get it to you on Friday (Wednesday, Thursday, Friday), it will get it to you on Monday (Thursday, Friday... Monday) — 3 business days after the day UPS picks it up.
Next Day Air AM is an option for Saturday delivery in some cities.
Also, please be aware that exceptional orders may take longer to prepare for shipping. Exceptional orders include large bulk orders, most international orders, and orders requiring special packaging.
Shipping to Alaska and Hawaii
Shipments to Alaska and Hawaii must be sent via UPS expedited delivery services (2nd Day or Next Day Air) or USPS Priority Mail. When placing your order via our website, simply select 2nd Day Air, and we will automatically send your order via the U.S. Postal Service, unless you call or specifically declare in the comments field that you would like your order sent via the shipping method chosen.
Shipping to Foreign Destinations
Foreign shipments, including those to Canada, must be sent via UPS expedited delivery services (2nd Day or Next Day Air) or USPS Airmail. When placing your order via our website, simply select 2nd Day Air, and we will automatically send your order via the U.S. Postal Service, unless you call or specifically declare in the comments field that you would like your order sent via the shipping method chosen. All foreign customers, including orders from Canada, are responsible for any duty, import taxes and broker charges. Please contact your customs office for information on duties, taxes and restricted items.
Shipping Holidays
Since we celebrate the following holidays with our families, we won't be able to process orders for shipping on these days: New Year's, Easter, Memorial Day, July 4th, Labor Day, Thanksgiving
and Christmas, plus the days between Christmas and New Year's. Please allow additional processing time during these holidays.
Shipping Charges on Modified Orders
If you modify your order after initially placing it, we will adjust your shipping to appropriately cover the costs of your adjusted order. The same applies if we have a need to modify your order, in the case of backorders, for instance.
Incorrect Addresses and Undeliverable Shipments
If we receive an incorrect address due to your error, we are not responsible for any delays in receiving your order. The same is true for any undeliverable shipments returned to us. In addition, you will be responsible for any extra shipping charges accrued in resending such a shipment.
Return to Check Out.
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Backorders
If an item is out of stock, out of season or otherwise currently unavailable, we leave it at our discretion as to whether to remove the item from the order or to backorder the item. We will ship normally all the rest of the available items in the order. We prefer not to backorder an item if possible, particularly if it is out of season or likely to be out of stock for a long period of time, because managing the long list of backorders that can accumulate can become cumbersome and we risk losing your order the longer we hold it.
We will always do our best to list any out of stock products as such on our website, whether in their title or whether on the product's description page. So please look there to verify the current availability of a given item. We ask also that you please note the seasonal availability of items and only place orders for those items a little prior to or during their season.
Shipping Backorders
If the item is backordered because it becomes unavailable after you place your order, we will not charge you any additional shipping.
If we declare an item as out of stock or clearly state the times an item is available and you wish to place the item on backorder anyway, then any additional shipping charges will be your responsibility and will be charged in the same fashion as the original order in the absence of further instructions from you.
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Contact Us
If you have any questions about our terms or ordering policies, you can contact us at iris@maryjanesfarm.org
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