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STORE POLICIES & PROCEDURES

 


CONTACT INFORMATION


BUSINESS HOURS

  • Monday - Friday
  • 9am - 5pm. EST


    TELEPHONE
    Toll Free: 1-800-354-9239
    Local: 704-795-2051

    eMail


    ADDRESS
    DollhouseHeaven
    2018 Quail Drive NW
    Concord, NC 28027
    (Not open to public)



    CANCEL / CHANGE YOUR ORDER


    We strive to process and ship all orders for standard product as quickly as possible. If in stock locally, your items are shipped within 1-2 business days. If we need to order an item or items to complete your order, it takes another 2-3 business days to receive items necessary to complete your order. If you need to change or cancel your order, please let us know as soon as possible. In order to request a cancellation or change to your order, please call 1-800-354-9239. To ensure timely processing of your change/cancellation, please do not send your request via email.--->



    STANDARD SHIPPING


    STANDARD SHIPPING METHOD:
    Orders are typically shipped USPS (United States Postal Service), First Class Mail (Priority Mail when exceeding 13 oz), unless other arrangements are made. Tracking information is available upon request. Most orders ship from our facilities in Concord, NC, USA. However, when in the best interest of our customers, and where economically feasible, we may drop ship orders directly from our distributor(s).

    Shipments are normally delivered within a week to ten days from the date of shipment. If not delivered within 3 weeks, we will replace, refund, or provide store credit for, the missing order. All missing deliveries must be reported to us within 30 days.


    STANDARD SHIPPING RATES:
    The following Standard Flat Rate shipping charges apply for destinations within the United States:

    RATES: with destinations in the United States:
    $7.35 - All Orders



    PLEASE NOTE: SOME HEAVIER THAN NORMAL ITEMS REQUIRE ADDITIONAL SHIPPING CHARGES. ANY ADDITIONAL SHIPPING CHARGES WILL BE LISTED WITH THE ITEM.


    EXPEDITED SHIPPING


    EXPEDITED SHIPPING * (Optional - U.S. Only)

    * For Expedited Shipping please call us at 1-800-354-9239, and we will work with you to provide the fastest service possible.
    To bring you the vast array of products offered (Over 30,000 miniatures), we source from multiple providers.
    We must carefully manage the process, to help keep your expenses to a minimum.



    INTERNATIONAL SHIPPING

    RATES:

    All destinations outside the United States: *

    • Orders up to $45: $10.80 Flat Rate
    • Orders $45.01 - $100: 27% Fixed Rate
    • Orders $100.01 - $200: 24% Fixed Rate
    • Orders $200.01 - $300: 18% Fixed Rate
    • Orders $300.01 - $400: 15% Fixed Rate
    • Orders $400.01 or more: 12% Fixed Rate

    * A $1.50 Handling Fee is added to all international shipments

    Some heavier than normal items require additional shipping charges to support our ability to provide low Shipping on the vast majority of products offered. If a shipping charge is required, the amount necessary will be listed with the item.

    PLEASE NOTE: Due to significant international postage rate changes, and uncertainty on appropriate international shipping charges for miniature products, we reserve the right to require an additional shipping charge if actual shipping exceeds the shipping charge paid on your order.

    • Shipping Service used: USPS First Class Mail International. Tracking information is not available. (Expedited Shipping & other carrier services are not available).
    • Customs forms are appropriately completed
    • We are not responsible for any import duties, fees, or taxes due on any order.


    Shipments are normally delivered within a week to ten days from the date of shipment. Some locations can take significantly longer to arrive. If orders are not delivered within 30 days, we will replace, refund, or provide store credit for the order. If your order is to be reshipped, an additional shipping is required before reprocessing or reshipping orders. All missing deliveries must be reported to us within 60 days.



    COMBINED SHIPPING



    If multiple orders with same shipping address are received, we do our best to combine them during the packing/shipping process. However, we cannot guarantee the combination of such orders. This applies to all orders, whether received through this website, our any other Owned or managed websites. Please understand, with the volume of orders received through our internet stores, we must follow our procedures to remain as efficient as possible.

    When multiple orders are combined for shipment, the difference between actual shipping expense and total shipping charges paid will be refunded to the customer.



    MILITARY SHIPPING


    SHIPPING METHOD:
    Orders are typically shipped USPS (United States Postal Service), First Class Mail (Priority Mail when exceeding 13 oz). Most orders ship from our facilities in Concord, NC, USA. However, when in the best interest of our customers, and where economically feasible, we may drop ship orders directly from our distributor(s). Due to military handling times, we cannot estimate shipping times to APO/FPO addresses


    STANDARD DOMESTIC SHIPPING RATES APPLY:
    The following Standard Flat Rate shipping charges apply for all military destinations:

      RATES: $7.35 - All Orders


    PLEASE NOTE: SOME HEAVIER THAN NORMAL ITEMS REQUIRE ADDITIONAL SHIPPING CHARGES. ANY ADDITIONAL SHIPPING CHARGES WILL BE LISTED WITH THE ITEM.

    The proper format to enter a military address is:

    • City - APO (Army Post Office)/FPO (Fleet Post Office)/DPO (Diplomatic Post Office)
    • State - AA (Armed Forces Americas)/AE (Armed Forces Europe)/AP (Armed Forces Pacific)
    • Zip Code
    • A typical military address might be entered online as follows:


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      PAY PAL



      When selecting Pay Pal as your preferred payment choice, you will be taken to Pay Pal's website, where you may securely complete your transaction. Although an order confirmation email is sent to you, Order Fulfillment Process does not begin until you have completed your Pay Pal process.



      Please Note: Due to the time delay for e-Checks to clear through Pay Pal, e-Checks are not accepted. With number of orders and Pay Pal notifications received daily, it is too easy for orders paid with e-Checks to be missed when e-Checks are cleared. We cannot accept the responsibility to assure timely order fulfillment with this payment option.


    • MONEY ORDERS



      Please complete your order on line, print and include a copy of your order with payment. Orders received without first completing on-line may be delayed until time is made to do so for you.


      Payment is due within ten (10) days from the date of original purchase.

      Money Orders and/or Personal Checks must be made out to: CKD Ventures, LLC.

      Order Fulfillment Process does not begin until receipt of Money Order.



      INTERNATIONAL ORDERS:
      Unfortunately, due to delays, servicing fees, and security issues, Money Orders are not accepted on International sales.




      PERSONAL CHECKS



      Personal checks are accepted. Please complete your order on line, print and include a copy of your order with payment.
      (select "Money Order" as the form of payment).

      Money Orders and/or Personal Checks must be made out to: CKD Ventures, LLC.

      Orders received without first completing on-line may be delayed until time is made to do so for you.

      Payment is due within ten (10) days from the date of original purchase. Order Fulfillment Process does not begin until personal check is received, and cleared.



      INTERNATIONAL ORDERS
      Unfortunately, due to delays, servicing fees, and security issues, personal checks are not accepted on International sales.


      CREDIT CARDS

      . gladly accepts:
      - VISA
      - MasterCard
      - American Express
      - Discover Card
      - Pay Pal
      - Money Orders



      GIFT CARDS:
      Gift Credit Cards are accepted. However, when ordering on line, credit card companies verify card validity by reviewing the Billing address entered with the card holder's address in their database. Since Gift Credit Cards typically have different address than your Billing address, approval is not likely. When using a Gift Credit Card, please complete your order using the "Call us" payment option, then give us a call to process the charge manually.

      DON'T FEEL COMFORTABLE USING CREDIT CARDS ONLINE? - NO PROBLEM:
      While our web sites are completely secure, we certainly understand your concerns about purchasing over the internet. We have absolutely no problems with handling your credit card processing manually. Simply complete your order and select "Call us" as your payment option, then give us a call, during our business hours, at 800-543-9239, and we will complete your credit card transaction for you.




      GIFT CERTIFICATES



      Gift Certificates are the same as money...Your money! To protect our customers, an email will be sent to you within 24 hours of purchase, providing you with the Gift Certificate number which may be used on future purchases (please allow up to 48 hours if purchased on a weekend). If the Gift Certificate is ultimately intended for another person, you may print or forward our email containing your Gift Certificate number as you desire.

      Discount Coupons are not applicable on the purchase of Gift Certificates.

      Terms and Conditions:

      1. If an order exceeds the amount of the Dollhouse Heaven Gift Certificate, a credit card will be required for the difference.

      2. After completing a purchase, any unused balance will remain in your Dollhouse Heave Gift Certificate account for future purchases (the Dollhouse Heaven Gift Certificate # will remain the same).

      3. Lost, stolen or damaged Gift Certificates may be cancelled and replaced with a new Certificate in the amount of the then-remaining balance upon proof as required by Dollhouse Heaven. Contact DollhouseHeaven.com Customer service for assistance at 1-800-354-9239.

      4. Dollhouse Heaven Gift Certificates are not redeemable on other web sites.

      5. Dollhouse Heaven Gift Certificates are redeemable in our brick & mortar store.

      6. To check the balance of your Dollhouse Heaven Gift Certificate, call 1-800-354-9239.

      7. Not redeemable for cash.

      8. Dollhouse Heaven Gift Certificates expire 1 year from the date of issue.


      PRODUCT AVAILABILITY



      There is nothing more discouraging to us than disappointing our customers. Our website is updated daily from both local inventory, as well as the inventories from our major distributors. If listed, products are available at the time of our update.

      On occasion, both our store and our suppliers can be temporarily out of stock on some items. When this occurs we ship those items which are available, advise our customers of the situation, and return the amount paid for the item(s), plus any applicable tax, to the customer’s credit card, or Pay Pal account, used when the original order was made. If unavailable items exceed 50% of total value for all items purchased, the original shipping charge is also refunded (US & Canada Only). However, this does not apply when orders include quantities exceeding specific quantities available stated in product descriptions. In the case of Money Orders, a check is issued to the customer within 24 hours of shipment. Refund checks are mailed separtely.

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    ORDER FULFILLMENT PROCESS



    All orders are filled from either our Concord, NC facilities, or when economically feasible and/or in the best interest of our customers, we may retain our distributors to drop ship orders directly to our customers.

    Please understand, we offer over 30,000 miniatures on our website, and frequently add new lines of miniatures for you to enjoy. While our inventory is significant, we cannot house all items locally. To reduce order fulfillment time as much as possible, we replenish our inventory several times a week, and it may take a few business days to receive, sort, pack, and ship your order. Other factors may also affect shipment time, such as coordinating certain products from multiple sources. We ask for a bit of understanding and patience in those situations where our inventory may be low or exhausted on some items. Depending on when your order is placed, relative to when our store orders are made, the process could extend shipment timing several business days. Holidays and weekends may also affect shipping time. Please allow 7-10 days for delivery within the US.


    BACK-ORDERS



    On occasion, both our store and our suppliers can be temporarily out of stock on some items. When this occurs we advise our customers of the situation, and refund the amount paid for the item(s), plus any applicable tax, according to the customer’s payment method used when the original order was made (i.e.:credit card, pay pal; or, in the case of Money Orders, a refund check will be issued).

    Items may be back-ordered by repurchasing the item(s) following the procedures outlined below. This procedure has been developed with our customers' best interest in mind. To properly control back-ordered items, a separate order is required. Membership or promotional discounts may not be applied to back-ordered items. Payment is required when back-ordering.

    PROCEDURES:

    1. A separate order, containing only items to be back-ordered, is required.
    2. When backordering, call us at 1-800-354-9239, (Local: 704-795-2051).

    CONDITIONS:

    1. Back-orders may be cancelled by either party at any time.
    2. Handling Fees (Shipping charge) are not refundable.
    3. Items Back-Ordered are shipped only when all back-ordered items become available.
    4. Discounts are not applicable to back-ordered items.
    5. All prices are subject to change.

    Please understand we have no control over how long items may be unavailable. Products originating from overseas locations and hand-crafted products can remain outstanding for significant amounts of time.


    RETURNS & EXCHANGES



    Missing or damaged pieces do not constitute a return. If you have purchased an item and found some pieces missing or damaged, we will be happy to replace them at no cost to you. There is no need to return the item.

    We accept returns within 30 days from the date of shipment. All items must be new, unopened and returned in their original packaging. We cannot accept returns of sale or reduced price items, catalogs or books.

    Should returned products, on orders containing discounts, result in product totals falling below the discount's qualification, the discount originally applied will be eliminated and factored into the resulting refund.

    All returns must be sent PREPAID – NO COD’s ACCEPTED. You are responsible for the product until it reaches our warehouse. All returns should be sent to:

    Dollhouse Heaven
    Returns Dept.
    2018 Quail Drive NW
    Concord, NC 28027.



    EXCHANGES
    If you would like to exchange your item(s), please provide the item number, description, and quantity of missing/damaged item(s). You can either email the information to sales@DollhouseHeaven.com.com or call us at 800-354-9239 9AM – 5PM EST Monday – Saturday. Our standard shipping charge is required for all exchanges. Once the exchange request is received, we will adjust your order for you and advise how to complete the payment process.


    PRODUCT GUARANTEE



    Dollhouse Heaven is dedicated to bringing you quality items at the best prices, and we stand behind our products 100%. If you are not satisfied with your order, unopened boxes may be returned within 30 days of our original shipping date for an exchange or credit for the cost of the item. Shipping costs cannot be reimbursed, so please be aware if you are purchasing a product with “Free Shipping”, the actual shipping costs will be deducted from your return. We do not accept C.O.D.

    We cannot accept returns of “Bargains Galore” or closeout items, catalogs or books.



    LANGUAGE & CURRENCY TRANSLATION



    For the convenience of our international friends, we are providing the following translator to convert our entire website into your language. However, please be aware pricing for all items are in US Dollars.

    The following currency converter will help determine pricing in the language of your choice. By clicking on this link a separate window will be offered, which may be kept in your background for retrieval when needed. Simply enter the amount to be converted, select the language of your choice, and press "enter.*"

    CURRENCY CONVERTER
    Please NOTE:This converter is provided for the convenience of our customers only.
    Dollhouse Heaven is not responsible for accuracy of exchange rates used in calculations.




    ANTI-SPAM EMAIL SOFTWARE USAGE



    While we certainly understand the decision to implement anti-spam software to reduce the amount of unwanted emails, we can no longer confirm emails required by such filtering software. If anti-spam software is used, requiring confirmation prior to releasing our emails, you will not receive Order Confirmations, Shipping Notices, Customer Club and general emails from us.



    SECURITY AND PRIVACY STATEMENT



    Your Privacy Rights
    We appreciate the trust you place in Dollhouse Heaven, and we are committed to respecting your privacy and the security of your personal information. Our privacy policy describes the information we collect and how we use it. We always welcome your questions and feedback. For privacy-related issues, please contact us at:

    Dollhouse Heaven
    2018 Quail Drive
    Concord, NC 28027

    Phone from US: 800-354-9239
    Fax: 800-354-9239
    Email: sales@DollhouseHeaven.com



    SAFETY AND AGE RECOMENDATIONS
    Miniature products are not recommended for children under the age of 8.




    COPYRIGHT



    All content included on this site, such as text, graphics, logos, button icons, images, audio clips, digital downloads, data compilations, and software, is the property of this site's owner or its content suppliers and protected by United States and international copyright laws. The compilation of all content on this site is the exclusive property of this site's owner and protected by U.S. and international copyright laws. All software used on this site is the property of this site's owner or its software suppliers and protected by United States and international copyright laws.


    DISCLAIMER OF WARRANTEES AND LIMITATION OF LIABILITY



    THIS SITE IS PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS. NO REPRESENTATIONS OR WARRANTIES OF ANY KIND ARE MADE, EXPRESS OR IMPLIED, AS TO THE OPERATION OF THIS SITE OR THE INFORMATION, CONTENT, MATERIALS, OR PRODUCTS INCLUDED ON THIS SITE. YOU EXPRESSLY AGREE THAT YOUR USE OF THIS SITE IS AT YOUR SOLE RISK.

    TO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, THIS SITE'S OWNER DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. THIS SITE'S OWNER DOES NOT WARRANT THAT THIS SITE, ITS SERVERS, OR E-MAIL SENT FROM THIS SITE ARE FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS. THIS SITE'S OWNER WILL NOT BE LIABLE FOR ANY DAMAGES OF ANY KIND ARISING FROM THE USE OF THIS SITE, INCLUDING, BUT NOT LIMITED TO DIRECT, INDIRECT, INCIDENTAL, PUNITIVE, AND CONSEQUENTIAL DAMAGES.

    CERTAIN STATE LAWS DO NOT ALLOW LIMITATIONS ON IMPLIED WARRANTIES OR THE EXCLUSION OR LIMITATION OF CERTAIN DAMAGES. IF THESE LAWS APPLY TO YOU, SOME OR ALL OF THE ABOVE DISCLAIMERS, EXCLUSIONS, OR LIMITATIONS MAY NOT APPLY TO YOU, AND YOU MIGHT HAVE ADDITIONAL RIGHTS



    INFORMATION WE COLLECT



    We may collect information (including name, address, telephone number, email address, and transaction information) when you:
    • Place an order from our catalogs or on our Web site
    • Return an item or make an exchange
    • Inquire about our services
    • Request a catalog
    • Receive a gift package
    • Create an account at www.DollhouseHeaven.com
    • Sign up for Dollhouse Heaven email updates
    • Are referred to us through a marketing promotion
    • Participate in a marketing survey, promotion or event


    We maintain the data that you provide us, along with a record of your purchases, in a secure database.  To best serve you, we may combine this information with data that is publicly available and data that we receive from other reputable sources, whose policies meet the Direct Marketing Association's privacy standards.


    USING INFORMATION WE COLLECT



    At Dollhouse Heaven, we always want to provide you with the best possible shopping experience and fulfill your orders exactly as you've requested. In order to do this, we collect information that allows us to:
    • Process and track your order
    • Provide the services you request
    • Contact you about the status of an order
    • Send you catalogs or promotional offers we believe will be of interest to you
    • Send you Dollhouse Heaven email updates
    • Identify your product and service preferences
    • Customize our communications to you
    • Provide information concerning product recalls or products you have purchased
    • Improve our merchandise selection and customer service


    INFORMATION WE SHARE WITH OTHERS AND YOUR PRIVACY RIGHTS



    We contract with other companies to provide certain services, including credit card processing, shipping, name and address verification, email distribution, market research and promotions management. We provide these companies with only the information they need to perform their services and work closely with them to ensure that your privacy is respected and protected. These companies are prohibited by contract from using this information for their own marketing purposes or from sharing this information with anyone other than Dollhouse Heaven.

    While unlikely, we may make our mailing list (names and addresses only) and general shopping activity available to reputable companies whose products we believe will be of interest to you and whose privacy practices meet the Direct Marketing Association's privacy standards. We do not share email addresses for this purpose. If you prefer that we do not share any information with these companies, please contact us.

    On rare occasions, we may disclose specific information upon governmental request, in response to a court order, or when required by law to do so. We may also share information with companies assisting in fraud protection or investigation. We do not provide information to these agencies or companies for marketing or commercial purposes.

    YOUR CHOICES
    We offer choices about the types of information you receive from us. If you prefer not to receive catalogs or other communications from Dollhouse Heaven or if you prefer to receive them less frequently, please contact us at the address shown below. If you no longer wish to receive our Email Newsletter, you may also contact us at the address below or unsubscribe using the link provided in each edition of the email.

    If you do not want to receive mailings from other carefully screened companies, please contact us at:

    Dollhouse Heaven
    2018 Quail Drive
    Concord, NC 28027

    800-354-9239
    sales@DollhouseHeaven.com

    Please be sure to provide us your exact name and address so that we can be sure to identify you correctly. Because mailings are planned in advance, it may take several weeks for your request to become effective. If, due to human error, you continue to receive unwanted communications, please contact us again and we will make every effort to correct the situation.


    COOKIES AND PIXEL TAGS



    A cookie is a small data file that is stored by your Web browser on your computer. Cookies enable you to place an order on our Web site. They also allow us to enhance and personalize your online shopping experience, so that the information you receive is more relevant to you.

    For example, we use cookies to:
    • Remember what items are in your Shopping Cart
    • Recognize you when you return to our Web site
    • Study how our customers navigate through our Web site and which products they request in site searches
    • If you set your browser to refuse cookies, please call us at 800-354-9239 to place your order.


    We also use pixel tags – tiny graphic images – to tell us what parts of our Web site you have visited or to measure the effectiveness of any searches you may do on our site. Pixel tags also enable us to send you email in a format you can read and let us know when you have opened an email message from us.

    We may also contract with other companies who use cookies or other online tools such as pixel tags to measure the performance of a marketing effort on our behalf. We prohibit these companies from using this information for their own marketing purposes or from sharing this information with anyone other than Dollhouse Heaven.


    HOW WE USE EMAIL



    When you provide us your email address, we may send you emails necessary to process your order, respond to a request, provide customer service, or promote products or services. For example, after you place an order at DollhouseHeaven.com, you will receive an email confirmation and, in most cases, an email advising you of the date your order was shipped. When purchasing an e-Gift Certificate you will receive an email with the e-Gift Certificate number and instructions how to redeem it.

    It is our intent to send promotional emails only to those persons who wish to receive them. We provide instructions on how to unsubscribe in each edition of the newsletter and within the "Your Choices" section of the Privacy Policy on the Dollhouse Heaven site.


    LINKS TO OTHER SITES



    Occasionally we provide links on our Web site to other sites we think you will enjoy. These sites operate independently of Dollhouse Heaven and have established their own privacy and security policies. For the best online experience, we strongly encourage you to review these policies at any site you visit.


    UPDATING OR REVIEWING YOUR INFORMATION



    To update your customer information (name, address, telephone number and email address), please contact us at the address above. A limited amount of purchase information may also be available to you. To protect your privacy, we will need to validate your identity before you update or review your information.



    SECURITY



    It is our intent to protect against the loss, misuse or alteration of information that we have collected from you or received from a partner. We use a variety of current technologies and processes for protection of our customer data. We limit the information we provide to outside companies with whom we contract to only what they need to carry out their responsibilities. It is our practice to use encryption whenever we receive or transmit sensitive data.

    When you make a purchase, request a catalog or create an account on our Web site, your transactional information is transmitted in a safe, encrypted format.



    POLICY CHANGES



    From time to time, we may use customer information for unanticipated uses not previously disclosed in our privacy notice. If our information practices change, we will post these changes on our Web site. We encourage you to review our privacy policy periodically.


    QUESTIONS OR COMMENTS?



    For questions, comments or assistance, we invite you to contact us.

    We hope to answer any questions to your satisfaction, but should you ever want to contact a third party regarding our privacy practices, you can email the Direct Marketing Association's Committee on Ethical Business Practices at ethics@the-dma.org. The DMA is the oldest and largest association for consumers and companies with interest in direct marketing.

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    GIFT CERTIFICATES
    Discounted Miniatures

    Finding the perfect gift for someone isn’t always easy. Consider a Gift Certificate and get it right every time!