Doll House Miniatures
Houses
Furniture
Dolls
Miniatures
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Privacy & Security
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Return
Policy | Rush Orders |Damaged
Items | Defective Items | Do NOT call us regarding any subject on this page, email only. |
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| Return for Exchange Policy | Items accepted for exchange, will be
exchanged for merchandise of equal or greater value only or the customer will be given
store credit. The customer is responsible for the return freight costs
and original freight costs unless the
reason for the exchange is the result of an error by the Mott’s Miniatures.
Return Authorization is Required.
Return items to our store: Mott’s Returns RMA # ____________ 2471 E. Orangethorpe Avenue Fullerton, California, 92831-5303 You MUST print your complete name, address, customer number and invoice number on the return address label. Mott’s reserves the right to refuse packages that do not have this information or which are returned without authorization. ALL returns MUST be sent back in a BOX, NOT an envelope. And ALL MUST have adequate cushioning material in the box. Returns sent back for exchange in envelopes will not be accepted. You must include a copy of your invoice and the reason for the
return. Items must be free from damage and in original manufacturers
packaging. Please include with your return a completed
order form indicating what items
you want in exchange. Items that may not be returned for any reason include, but are not limited to: doll houses, doll house kits*, power tools, special order items, books, plans, blueprints, magazines, open furniture kits, and open paints or glues, Bespaq items and other Artisan pieces and any item purchased in a quantity of more than 1 each. Or any item marked as Clearance, Closeout or Special Order. Items such as Lawbre and Bespaq are deemed to be Special Order by category. If you return an item, you will receive a store credit or exchange, sorry no refunds. Re-stocking charges may apply to items returned over 30 days and/or without receipt and/or which are not in original or re-sellable condition. Re-stocking charges will also apply to returns of special order quantities. A special order quantity is more that one of any single item. Mott's is not required to accept returns of special order quantity orders. Special order quantity orders are deemed to be non-cancelable special orders. Returns of special order quantity orders must be approved by Mott's. All requests for return or exchange must be done via email, fax or postal mail A $5.00 service fee will be deducted from the value of the items being returned for exchange.
*Customers may return un-opened dollhouse kits priced under $200 within 10 days of receipt for exchange for another dollhouse kit or assembled dollhouse of equal or greater value only. Not for general merchandise, nor store credit. *Customers will be responsible for a minimum 20% re-stocking charge and the return and original freight costs. Original shipping costs will not be credited. If you do not have access to return-shipping facilities, we can issue a call-tag to pick up the house but the call-tag costs will be deducted from the credit being applied to your new purchase. Please include with your return an order form indicating what house you want in exchange. |
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| Rush Orders | If you have waited to place your order until the last minute, we will do everything we can to process your air shipment order as quickly as possible. Unfortunately this may not guarantee that your order will be delivered to you in time for your event. Orders may not be returned, cancelled or refused because they did not or will not reach their destination by a specified or un-specified date. By placing an order with Mott’s, the customer agrees that Mott’s is not responsible for shipping delays caused by the carrier or by weather or other conditions. We make every effort to ensure that orders are processed in a timely manner and to accommodate customers who are placing last-minute gift orders. | |
| Damaged Items | If you receive damaged merchandise, you must
contact UPS directly at 1-800-742-5877, or you can report damages to UPS via the internet.
or you can contact Mott’s Customer Service at our
Email Address or fax 714-992-9068 if you do not have access to the internet. Leave
the item in its original containers and all packing materials. UPS
will inspect the item and reimburse Mott’s for the damages. Do NOT return damaged merchandise
unless instructed to do so by Mott’s Customer Service. Replacement items will then be
sent to the customer. Refunds will not be given on damaged items, replacements only.
Replacement items will be sent UPS Ground or by the same delivery method as
the original shipment. By placing an order from Mott’s the customer accepts that all damages are the responsibility of the carrier and that all items shipped by Mott’s were sent in good condition. All damages must be reported to UPS (or the carrier of the package) or the Mott’s Miniatures within 3 days of receipt of your package. Sorry, but no refunds will be issued on damaged items, they will be replaced only. All shipments are F.O.B. Shipping Point and become the property of the receiver upon being turned over to the carrier. The availability of replacement or re-imbursement is contingent upon the carriers approval of your damage claim to them. |
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| Lost Package | In the unlikely event that your property is lost while in transit to you, the package and its contents will be replaced by the carrier. Sorry, but no refunds will be issued on lost packages, they will be replaced only and re-shipped at the same delivery speed as the original shipment. All shipments are F.O.B. Shipping Point and become the property of the receiver upon being turned over to the carrier. UPS requires 8 working days to search for your package if it becomes lost. Replacement packages can not be sent until UPS completes their search. | |
| Mis-Directed Package | In the unlikely event that your package is mis-directed during the shipping process, the original package will be routed to the receiver as quickly as possible by the parcel carrier. No order may be cancelled, refused or returned because it was mis-directed in shipping or mis-labeled. Shipping terms are FOB shipping point and become the property of the receiver upon delivery to the carrier. No replacement shipment will be made on any mis-directed or mis-labeled package unless the carrier is unable to locate it, in which case it becomes a Lost Package and will be replaced by the carrier. | |
| Attempted Delivery | All orders become the legal property of the receiver the moment we turn the package over to the carrier. In the event that the receiver is not home, on vacation, or is un-available to sign for a package on three delivery attempts the carrier will forward the receivers property to their un-claimed goods department until such time as the receiver contacts the carrier to make delivery arrangements for their property. This does not constitute a cancellation of an order nor does it remove the legal obligation for the buyer to pay for their order. | |
| Defective Items | We make every effort to ensure that everything you
receive is just as it should be, but sometimes an item can have a defect that is not
noticed until it is delivered to the customer. If this happens, please email us at
our Email Address for
further instructions within 3 days of receipt of the package. Orders can not be
cancelled, refused or returned because of a manufacturers defect. The defect will
be corrected or replacement items will be sent ONLY. All doll house kits and furniture kits are guaranteed by the manufacturers, missing or defective parts will be replaced by the manufacturer. Power tools and transformers are guaranteed by their manufacturers. If you have a defective power tool you need to call the number in the operating instructions for information regarding repair or replacement. All dollhouse kits are guaranteed directly by the manufacturer to be complete. If you receive a dollhouse kit that is missing parts or has defective parts, please contact the manufacturer directly. Their contact information will be on the instructions in the package. Or you can email us and we can contact the manufacturer on your behalf. |
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| Order Cancellation Requests | If there are back-ordered items which have been
un-available and you wish to cancel your out-of-stock back-order, just email us at
our Email Address, or fax
customer service at 714-992-9068 and request that all un-available items will be
cancelled. Any items which are in stock and available at the time you cancel the
un-available items will be sent out immediately. A restock fee of $5.00 will be applied to any order which is cancelled prior to 15 days from the date the order was placed. A minimum 10% or $5.00 (which ever is greater) re-stock fee will be applied to any shipment which is refused by a customer or for any rush order or air service or 3-day select order which is cancelled within 15 days of submission. Customers will be responsible for all shipping charges and all re-shipping charges on any refused package. We make every effort to process a cancellation request in a timely manner. Order cancellation requests are not guaranteed to keep an order from being shipped out if it has already been processed by the time the cancellation request is received. Orders for power tools, doll houses, dollhouse kits, bespaq, artisan or other special order items may not be cancelled, returned or refused for any cause. In the event of an order cancellation, any payment not applied to prior shipments will remain in the customers store account toward any other existing order(s) or their next order. Mott’s reserves the right to approve or deny any cancellation request in its sole and absolute discretion. Mott's reserves the right to turn over to a collections agency any un-paid cancellation fees. |
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| Wrong Items | We make every effort to fill orders correctly, but our staff is only human. If we make a mistake we reserve the right to correct it. If we shipped you the wrong items you may return them for the correct items. You can either send them back UPS Ground or U.S. Mail Parcel Post, or fax us at 714-992-9068 (or email) within 3 days of receipt of your shipment, and we can send a call tag. If you ship back the incorrect items via UPS ground or U.S. Mail Parcel Post.we will credit you the return shipping. C.O.D.'s will not be accepted. International customers must email us if we sent you an incorrect item. | |
| Missing Items | If we charged you for an item which was not in your shipment, please write to us as indicated on the invoice. Just make a copy of the invoice, circle the items that are missing, write us a short note, sign it, and mail it to us or fax it to 714-992-9068. Or you can email us. Claims for shortages can not be phoned in, we need documentation to investigate. All claims for shortages must be made within 3 days of receipt of your package. We reserve the right to correct any mistake or replace any missing item. | |
| Discontinued or Un-available items. | It is the responsibility of the manufacturer to produce sufficient quantities of its product to meet consumer demand. We make every effort to keep our web site up to date with information regarding availability of product. Please note that we do not issue refunds on pre-paid orders because an item is discontinued or un-available. The customer will receive a store credit only or can choose a substitute. Customers will be notified of discontinued or un-available items on their final invoices. Credit card orders generally are not billed until the products are shipped. The purchase of one or more items is not contingent upon the availability of any one or more other items. Mott’s reserves the right to send out partial shipments. | |
| Comments | On the check-out form is a box for customer comments. This is a courtesy to our customers. Mott’s reserves the right to process all orders as-is irrespective of any comments or instructions typed into the comments field of a order. | |
| Billing Error | If we billed you for an item you did not order, or charged you for the wrong item, please write to us. Be sure to include a copy of your original invoice and a signed letter stating the date you placed your order, the method of payment, the ordering method (phone, fax, mail, internet). Mail these items to Mott’s Customer Service, 2471 E. Orangethorpe Avenue, Fullerton, CA 92831. Or fax them to 714-992-9068. Billing errors can not be phoned in, we need documentation to investigate all claims. We can accept billing claims via email if you provide us with the above information. If we over-charged you, a refund will be applied to any outstanding account balances, or open orders, or to your credit card if there are no open orders to you and no outstanding account balances. Billing error claims must be made within 3 days of receipt of your shipment. | |
| Phone Orders | The preferred method for placing orders is via our web site. If a customer places an order via any other method Mott's is not responsible for errors on those orders. | |
| Measurements | All measurements on our web site and those given out via email, phone, fax or any other method are deemed to be approximate. | |
| Chargebacks and Collections | By placing an order with the Mott’s Miniatures in our store, or through the mail, via fax, on the phone or over the internet or other method, the customer is providing an electronic signature and authorizing this charge to his/her credit card and agrees to pay those charges including any applicable shipping charges. The customer states that he/she has read and understands the ordering policies of the Mott's Miniatures. The customer further agrees that in the event of any return or exchange, that the customer will receive only a store credit, no refunds. Unpaid balances more than 30 days old will be turned over for collections. Customers will be financially responsible for cost of collections, interest, legal fees, and penalties on any unpaid balances. In the event of a chargeback request, the customer will be
responsible for a minimum $15.00 administrative fee per incident plus a $15.00 bank
service fee. This fee covers the administrative costs, mail, and copies to respond
to a chargeback plus the fee charged by the bank. The customer pre-authorizes these
charges to be made to their card in the event of any chargeback.
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How To Place An Order
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Order Catalogs | Our Shop in
Fullerton |
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© 1999-2008 Mott’s Miniatures Inc. All rights reserved. By using our site you agree to our Terms of Use. Please read them. |
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07 - Feb 2007
