| |
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.
|
Contents
|
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.
|
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.
Back to the top.
|
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 listing all products in that category. From here you can either click an item’s title to go to that product’s page, or click on a category’ photo to see a list from which you can add any products in that category to your shopping cart. For now, click on a product’s title. At the bottom of that page, if there are any options such as sizes or colors to be specified, select the option(s) you want. Now highlight the number next to the "Add to Cart" button and type in the quantity you want. If you have any special directions or questions regarding this item or your order in general, type that in the "Special Instructions" field. Then click "Add to Cart". You now have that item in your shopping cart.
Now, you can select other products to add to your cart in this same fashion, or from the list of products that I mentioned, found by clicking a category’s image.
If you want to purchase the same product but in different packaging types or colors or whatever, you’ll need to add your current choice to your cart, then, once the page refreshes, select any other options.
If you want to see what’s currently in your shopping cart, click on "View Cart in the "Cart Summary" section in the upper left or click on "Shopping Cart" in the green menu bar at the top. Then you will see all the items you have picked up so far. To go back to select more products to purchase, click the "Continue Shopping" button on the right. To modify the quantity of a product you’ve already put in your cart, highlight the "Qty" field, type in the amount you’d like, and click the green "Update Total" button. To remove an item from your cart altogether, click the "X" to the right of that product’s listing.
Once again, if you have any special needs or questions regarding your order, make sure to specify that in an item’s "Special Instructions" field before adding it to your cart; or just give us a call after placing your order — 1 (888) 750-6004.
Finalizing Your Order
Once you have all the products in your cart that you would like to purchase and in the correct amounts, click the "Proceed to Checkout" button in your shopping cart or "Checkout" in the green menu bar at the top of any page of our shopping area. You will begin the process of finalizing your order. Follow the instructions on each page. The first page is where you login if you’re a returning customer, or create an account if you’re a new customer. So click "Continue" under "New Customers", then fill in all the pertinent information. If you would like to be able to reuse your account, make sure to set up a password and record it somewhere for yourself. One thing to note, an email address is required to use our online shopping system, but if you don’t have regular access to an email account, then just enter in a bogus email such as "fake@maryjanesfarm.org". It makes it a lot easier and more convenient for all of us, though, to communicate via email. Now, enter your shipping address. If you’re having it sent to a foreign destination, please read our Shipping Policies below. If your billing address is different than your shipping address, be sure to uncheck the last statement, and fill in or select your billing address on the next page.
For any special instructions, please remember those needed to be filled in on the "Special Instructions" field for a product before adding it to your cart.
Click "Continue". Now select the shipping method you’d prefer. Remember to read our Shipping Policies if you have any questions. Click "Continue" again. Please note at this point that if you would like to return to any previous step of the checkout process, you can do so by clicking on the corresponding link in the "Navigation" menu to the left.
Fill in your payment information. We can only accept Visa or Mastercard. You have the option of saving your credit card information with us or not. Either way, we are never able to see your full credit card information when entered here by you. Once your payment information is entered, click "Continue".
On this page, review your order and make sure all your information is correct, and that everything you wanted to order is in the cart in the correct quantities. This is a good time to enter in any Gift Certificates you may have. If everything’s correct, then click "Submit Order". A confirmation email will be sent to the email address you provided earlier, and you will see a confirmation page. That’s all there is to it! Thanks for sticking with me through this whole ordeal.
As one further side note, to edit details of your account, or for some quick reordering options, click "My Account" in the green menu bar at the top.
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. Click on "See Orders" to see their status. 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 a login to enable you to see your order information. For your tracking number, please call us and we can look it up 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:
Back to the top.
|
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.
Back to the top.
|
Shipping
Our website is connected to UPS and you will be provided with an estimate of your shipping charges when you finalize your order. However, we reserve the right to tailor the shipping service to suit your order and to make it the most cost-effective for you. The shipping estimate displayed on your cart and during checkout does not necessarily reflect the final shipping you will be charged. We may modify the shipping based on the physical dimensions, the weight, and the contents of your order. Certain items can be shipped for much less or have special shipping arrangements, and we will appropriately adjust your shipping before charging you. For example, magazines ordered alone will automatically be shipped via USPS Priority Mail, unless you specifically instruct us otherwise in an item’s Special Instructions field.
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 Worldwide or expedited services (2nd Day or Next Day Air, or Worldwide Saver), or USPS Priority or Airmail services. Please select UPS 2nd Day Air or UPS Saver for standard deliveries of this sort and we will automatically send your shipment via the U.S. Postal Service, unless you specifically instruct us otherwise in an item’s Special Instructions field.
Shipping to Foreign Destinations
Shipments to foreign destinations, including those to Canada, must be sent via UPS Worldwide or expedited services (2nd Day or Next Day Air, or Worldwide Saver), or USPS Priority or Airmail services. Please select UPS 2nd Day Air or UPS Saver for standard deliveries of this sort and we will automatically send your shipment via the U.S. Postal Service, unless you specifically instruct us otherwise in an item’s Special Instructions field. All foreign customers, including customers 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.
Back to the top.
|
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.
Back to the top.
|
Contact Us
If you have any questions about our terms or ordering policies, you can contact us at iris@maryjanesfarm.org
|
|
Back to the top.
|
|
|
