Order Processing
Black Forest
Importers ships most in stock items
the same day ordered if the order is placed before 3:00 PM Eastern, please
note during the holiday season shipments may be delayed up to 2 days from
order placement.
Other than billing
address Shipments
Please note, due to increased
fraud on internet orders, shipping to an address that is different than the
billing address will delay the shipment of your items. This is because we
need the time so we can verify and confirm all identity aspects of the
order, this will include but not limit "C V V" numbers, addresses, and phone
numbers at the billing address. If this fraud continues we will be forced to
stop, shipping to other than billing addresses so that we may maintain our
low cost.
Engraved Plate
Changes
After an order is
placed we can make an engraving change however the customer will be charged $5.00
for the engraving change. We are sorry for this charge but it slows down the
billing and shipping process.
Shipping
Requirements
Black Forest
Importers will only accept orders
that can be delivered by UPS, we cannot accept orders to be delivered by the
US Postal Service.
Email Requirements
It has come to our
attention, customers are putting in email addresses that are not valid,
therefore we cannot guarantee email notification from UPS when your order
ships. We enter all emails into UPS and you may not receive the emails due
to mistakes, Spam filters, or improper addresses. This is the only way we
have to notify you of UPS tracking numbers and if the information is
incorrect Black Forest Importers is not responsible. Please check all
information on your checkout form prior to finalizing your order. Emails
will be the way Black Forest Importers will notify you of the status of your
order.
Shipping Insurance
Your Order is insured by UPS for
up to $100.00, if you require additional insurance to protect your shipment
against loss or damage please purchase additional insurance or require a
signature. Free Shipping from Black Forest Importers does not mean the
shipment is insured. Black Forest Importers will not be held responsible for
lost or damaged packages with a value of more than $100.00 if additional
insurance is not purchased.
Returns, Refunds, and Exchanges
Black Forest
Importers select only the
highest quality items available, however If you are not 100% satisfied with your
Black Forest Importers purchase the following procedures must be followed.
You must
notify Black Forest Importers within 2 days of receiving your item of any problems
with your order. Should you need to return an item, the item in question
must arrive back to us within 14 days of arriving at the customers address
to qualify for credit. No items will be accepted back after 15 days for any
reason. Items returned for refunds or exchanges must include all packing
materials in new condition, no items can be accepted for return if cartons
are written on, labels removed, defaced, etc. A 15% restocking fee will
apply on returned items, restocking fees may apply also on
exchanged items. If Black Forest Importers is not allowed to replace an item for any reason then all fees
mentioned previously will apply. Special order items (items not in stock)
and engraved items are non returnable. If a returned item included free
shipping, shipping charges will be deducted from your credit to cover outgoing shipping charges.
Any free gifts must be returned with the item or appropriate charges will
apply for the free gift, engraved plates are the exception, once engraved they
are no use to us and a $5.00 per plate charge will apply. You must contact
us by email stating you have read and agree to the policies
stated on this page to receive an RMA number and an address to
ship the product to.
Credits
Credits applied to credit cards must be
applied to the card used to make the purchase. Example is a
person ordered a gift for another person who needs to return the item.
Denial of Credit Card Charges
If for any reason a customer contacts
their credit card company and deny a charge that was properly processed by
Black Forest Importers you will be charged $25.00. This is to cover charges placed on
Black Forest Importers by the credit card company to check out the denial. It is much
better to contact Black Forest Importers direct prior to calling the credit
card company to allow us to resolve any questions or issues.
Back Orders
In the event an item is not available
at the time the order is placed, you will receive notification by email of
its expected availability date. You do not need to take any action unless
you would like to cancel the order. We will notify you of the status of the
item and advise you when it ships. You will not be charged for items on
back-order until they ship. It is the customers responsibility to cancel
orders they no longer want. To cancel an order you must be receive a
cancellation number.
Minimum Value Order
The minimum single order we can accept
is $15.00.
Payment
Payment: All orders must be prepaid by
check (allow 10 days for checks to clear), money order, or credit card. We do
not accept COD orders.
Customer Service
If you have questions
about your order call (540) 725 9917 between the hours of 10:00 AM and 4:00 PM
Monday through Friday Eastern time.
Engraved Plate Mistakes
If Black Forest
Importers makes a mistake
on an engraved plate, the plate must be returned with a self addressed
stamped envelope and the plate will be corrected or replace and returned.
Plates will be engraved exactly as written in the notes box on the order form
as room allows on the plate.
Prices
Prices on this web site are subject to
change without notice, you will be billed the price that appears in the
shopping cart when you place your order.
Premium Shipping
If free shipping applied to the item
and a shipping upgrade is required, the upgrade will be charged at the full
rate listed in the table below. No credits will be applied for free shipping.
Cuckoo Clock Warranty and Service
We service only
clocks sold by Black Forest Importers
Mechanical Cuckoo Clocks sold by
Black Forest Importers are warranted to be free from defects in
mechanical materials and
workmanship for a period of two years from date of purchase unless otherwise
noted. Quartz Cuckoo Clocks have a 1 year mechanical warranty from date of purchase.
Black Forest Importers obligation is limited to repair or replace the clock
during the warranty period. Items not covered by warranty are:
For warranty repair please call
Black Forest Importers (540) 725 9917 for an RMA number so we can track your clock
while in our possession. Once you receive an RMA number please pack the
clock in it's original box, do not send weights or head piece, etc. Install
a wire through the chains against the base of the clock where the chains
exit.
Send a check in the amount of $10.00
made out to Black Forest Service Department to cover return shipping
and insurance with the clock, we can also bill your credit card if that
would be better.
Please insure your clock during
shipping to cover your investment, we normally turn around warranty repairs
within 2 weeks.
Place of jurisdiction for all lawsuits is
Roanoke County, VA - USA
Settling place is Roanoke County, VA - USA
Shipping and handling charges are non
refundable for any reason.
If UPS cannot deliver a package to the
address on an order or if a customer redirects their package, UPS redirect
charges will be charged to the customer.
Please note, when ordering large heavy
items and special shipping such as 3 day, 2 day, or Next Day Air are selected
additional fees will have to be added to our normal shipping charges, you will
be advised by email what those charges are and for your approval prior to
shipping due to package size and increased UPS charges! Please note this may
delay you shipment. Non Continental US orders will be quoted shipping rates by
email.
UPS delivery schedule
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