Payment Processing

Sales on our website are processed by either Paypal or Stripe, a global payment processor that handles millions of transactions daily, amounting to billions of dollars. We do not have access to any payment methods and do not manage customer accounts with either company.

Sales Tax

We do not currently collect sales taxes from any state other than Florida (6%).

Shipping Policy

We ship all product via the United States Postal Service. All shipments will include a tracking number and will be shipped via USPS Ground Advantage. While some companies still offer “First Class Postage,” that is misleading. Ground Advantage is now the only basic ground shipping offered by USPS. We can also ship Priority Mail and Priority Mail Express, if requested. Extra charges will apply. If a customer wishes to use a different carrier, such as UPS or Fedex, we will gladly arrange to do so with prior notice.

Having shipped thousands of packages over the last few years, we have analyzed those orders and formulated what we believe will be a more accurate and less expensive system than we have used elsewhere. We have three different shipping standards in place for our products:

Weight-based Shipping - Weight-based Shipping is applicable to all of our products except Kit Clubs. This program is for shipments anywhere in the United States and Canada.

$75 Free Shipping - This one is simple! If you spend $75 or more with us, we will ship your order for free to the US. We will also do a happy dance and remember you fondly! This applies only to customers in the US.

Free Kit Club Shipping - All Kit Club kits are shipped postage paid.

Shipping Damage, Lost Shipments, Other Shipping Issues

We take great care in the packing and shipping of our orders. We use boxes that are designed for shipping and cushion all foam products to prevent bumps and bruises. Despite having shipped thousands of orders, we have had very few issues with either damaged or lost shipments. While responsibility for missing or damaged orders rests with the US Postal Service, we work directly with our customers to address these issues. Claims for damaged product must be made to the USPS by the customer. However, we will work with the customer to make sure they are “made whole.” We will address lost orders directly with the USPS ourselves and replace your order once the USPS time requirement of 14 days has been met. If your order is a critical need, please let us know.

Returns and Exchanges

Returns are handled on a case-by-case basis. If a return is requested due to our error, we will forward a paid return postage label and refund the purchase price once the product is received is good condition and the error confirmed.

If a return is requested for any other reason, the customer must return the product at their cost. Once the returned merchandise is received in good condition, the purchase price will be refunded. The original customer paid shipping costs will not be refunded.

We do not offer exchanges.

Order Errors

Our orders are packed by human beings who are just as fallible as humans can be. We sometimes make mistakes and when we do, we will jump through our hats to make up for them. Our rapid growth has created the need for more of a “manufacturing” mindset, and continually improving our processes is a part of that. If we make a mistake, please do not hesitate to contact us via email to dongaze@cottageornamentsllc.com.