Q:     I received a package.  Upon examination I found a broken ceramic vase.  Should I return it to The Rose Place ?

A:    Please contact us for instructions.

Q:    I received an item that doesn't work.  I bought it 3 weeks ago and didn't realize it didn't work before giving it to a friend.  What is the procedure for this?

A:    Any item received in a defective condition that doesn't show signs of wear within 45 days of purchase date in its original display box, can be returned to The Rose Place. 

Q:   My customner used the defective item and it does show signs of wear.  Will it be replaced?

A:  Yes.  Any defective item purchased from The Rose Place that shows signs of wear will be replaced if it was purchased within the previous 45 days.  Proof of date and purchase and a note saying the item is defective, along with a brief explanation will be required.  Please contact us for further instructions.

Q:  What if the item was purchased longer than 45 days previously?

A:  Any item purchased more than 45 days previously which has not been worn must be returned along with the Guarantee Certificate which is included with the item.  Contact us for further instructions.

Q:   What if I have a claim?

A:    The Rose Place makes a supreme effort to see that your orders are shipped correctly and that every shipment is double-clecked for accuracy.  Each order is double-checked by a supervisor before it is packed and shipped.  Our supplier's quality control is stringent in the industry.  In addition to retaining overseas inspectors, each shipment is checked for excessive defects or a defects or if a problem is found, the entire shipment is individually inspected, and is again randomly inspected on the order filing line.  The Rose Place seeks the best value which takes into account price as well as quality.  We believe that we sell at the lowest possible prie.  However, quality is subjective and is viewed different by each person.  One person might view a "defect" as a natural mark of beauty while another may view it as a flaw.  From time to time, spot-checking cannot assure that 100% of flawed merchandise is removed.   Our suppliers use styrofoam pellets as cushioning material when packing your order.  These are preferable to the shredded mewsprint which is commonly used.   The pellets do not compact,  and they are much lighter than shredded paper, thereby, saving you shipping costs.  Despite all of these precautions, claims do arise.  Our adjustment and return policies protect you and make you feel comfortable -- and make certain you will get what you require to make our policies and programs workable.

CLAIMS

Clains will fall under the following categories (1)  Lost Orders, (2) Damaged merchandise (3) Defective merchandise, (5) Wrong item sent, (6) Manufacturer's Guarantee defective.

LOST ORDERS

This does happen but not often  but carriers such as UPS, truck lines and Parcel Post do locate delayed orders.  If you have not received it in a reasonable period, do the following:

                     1.   Phone The Rose Place  with the following information:

                                a.  Your name,  address, telephone number or e-mail address.

                                b.  Items orders, including the Item number and the date order was placed.

                                c.  Approximate dollar amount remitted and the method of payment.

 We will check with our supplier to find the date your order was shipped and we will initiate a tracer with the carrier.  Normally a response is received within  when it is initiated, however, most carriers require a 10-day waiting period before they will accede a loss. The Postal Service requires a 30-day waiting period from date of shipment  before they will concede that an item is loss.     The Rose Place will notify you when we receive the result of the tracer.

Q:   What about  damaged merchandise?

A:  Inspect your shipment for signs of damage such as crushed, torn, open, unseamed tape damage, sign the receipt with the words "Exception - Damage"  For UPS contact us  and  give the invoice number or the shipment involved, the number of cartons received and whether you desire a replacement or credit to you. 

Q:  Can I use a Post Office Box for my delivery?

A:  Yes, but a street address or a personal address is required for UPS product shipments.  We may access an additional handling fee for shipments sent to P.O. Boxes.  Shipping to a P.O. Box may also cause a delay in shipment.  Use your home or apartment address if possible;  use a Post Office Box if  as a last resort.