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Frequently
Asked Questions:
This
is the page that becomes our Q&A forum. When the time comes
that we get many of the same genre of questions, we will post them
here, with answers. Here are a few basic questions that we feel
will be asked. If you have any other questions please feel free to
contact us.
STARTER
QUESTIONS (MOST POPULAR)
Question.
What is your age
policy?
Answer.
Please note that you
must be of 18 years of age or older to shop at
CookiesTreasures4u.com.
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Question.
What is your policy
with knives, swords, etc.?
Answer.
CookiesTreasures4u.com
is not responsible for the incorrect use of any knives, swords, or
any other sharp objects that are purchased on this website. The
knives and swords that we sell can produce severe bodily harm if
used in an incorrect fashion and are sold as-is.
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Question.
I need help but don't
want to wait a long time, How should I contact
cookiestreasures4u.com?
Answer.
By using the wireless
option above. This will send an immediate text message. If you
rather email us you may do so by emailing walter@cookiestreasures4u.com
for general questions, or webmaster@cookiestreasures4u.com
for technical issues.
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Question.
When will
my order be shipped?
Answer.
All orders are shipped
free of charge via UPS Ground within 24 to 48 hours. You may pay
an up fee for overnight, air, or second day shipping.
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Question.
I like what
I see, Can I get a catalog with more items?
Answer.
Sure can, just email
walter@cookiestreasures4u.com with the subject line catalog, and
one will be shipped out to you via USPS.
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Question.
Where will
merchandise be auctioned?
Answer.
We will auction new
merchandise on ebay auctions.
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KOSHER
CERTIFICATION
Question.
What kind of Kosher
Certification do you have?
Answer.
Many of our products
are OU. Our kosher products are marked Kosher and are baked
at a seperate Kosher location. Many of our products are "Pas
Yisroel", please call for details.
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WHY
BUY FROM US
Question.
Why should I buy from you?
Answer.
First, Just look at our low prices. Every item we offer is
discounted more than 50% off the manufacturers suggested retail
price. We also offer an additional discount to wholesalers and
resellers. Next, You wont find anyone with a more thorough
knowledge of the products. Further, every high quality item we
sell has been inspected to meet the quality requirements of even
the most discriminating connoisseur. Finally, we our known for our
superior customer service.
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Question.
So how good is your customer service?
Answer.
The owner Walter Szymanski personally guarantees your
satisfaction, and is available to answer questions whenever you
need to ask one. Walter wants your business and knows that the
only way to get your business is by ensuring your 100%
satisfaction.
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Question.
I am not a retailer, can I still make purchases here?
Answer.
In short, YES, Every one of our guests are more than welcome to
make purchases from us. We will extend to someone making a five
dollars purchase the same world class customer service as a
company who makes five thousand dollars in purchases.
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Question.
Can I call for support?
Answer.
Yes again, you can
call 1-866-227-6656 Ext. 3812 anytime. You can normally reach a
live individual between the hours of 9:00 AM and 5:00 PM from
Monday through Friday. All messages after business hours are
usually returned in dramatically less than 24 hours.
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Question.
Is your online store safe and secure?
Answer.
Yes, All information
that we collect is stored on a secure server with 128-bit SSL
encryption, the industry standard for secure shopping. Secondly,
there are only two people who can view your data, you don't even
get those kinds of numbers with a retail store. Your information
is safe, secure and virtually hack-proof.
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Question.
What about the information that I provide to you over the phone.
Is that secure?
Answer.
Yes! We absolutely
respect your privacy! Your name, address, phone number, and order
information is kept on our local hard drive and is used for
references purposed only. We do not sell your information or give
it to anyone for any reason and under no circumstance. Credit card
numbers given over the phone are shredded or deleted off the
computer as soon as the order is processed.
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Question.
How can I be assured you are a company I can trust?
Answer.
We are a small company
who puts the customer first. Our owner, Walter Szymanski is open,
honest and sincere. We are a business based in Philadelphia,
Pennsylvania, and licensed by the state. References and proof of
DBA are available upon request.
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ABOUT
OUR PRODUCTS
Question.
What are your product guarantees?
Answer.
All of our products
are 100% satisfaction guaranteed. Every product you buy must be
free of defects or you may return it within 30 days of delivery
for immediate replacement or full refund. (Replacement is subject
to item availability. If exact replacement is not available,
replacement will be a comparable item of at least equal value.)
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Question.
What are the products made of? What is alabastrite?
Answer.
Most of our products
are made of one or more of the following: Alabastrite, Bone China,
Porcelain, Jade Porcelain, Stoneware, Cubic Zirconia, Diamond,
Gold, Gemstones, Pearl, Sterling Silver, Glass, Frosted Acrylic,
Gypsum, Dolomite, Capiz Shells, Copper, Brass
Many of the products are made from Alabastrite. Alabastrite is a
stone-based polyresin which can be intricately molded producing
great detail, and will allow paint to adhere. These items include,
but are not limited to, the Classic Wildlife Collection, LaVerona
Collection, Hong Tze Collection, Mandarin Ivory Collection, and
Patchwork Collections.
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Question.
How do you guard against damage during shipping?
Answer.
Many of these products
come in their own special heavy foam containers which are molded
to fit the shape of the item. All of the products are very well
wrapped in foam, bubble wrap, shredded paper, and other materials.
As always, if the item does arrive damaged, we will replace the
item or refund your money.
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Question.
Do you have a catalog?
Answer.
Yes. We have a full
color 250 page catalog which lists over 3500 products. Most of the
products in the catalog are on our website, but we add more
products every month.
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BEFORE
YOUR ORDER
Question.
How does your order process work?
Answer.
CT4U is a family owned business. While we do carry a full line of
these products in our Pennsylvania location, if your order is
larger than what we carry, we will transfer your order to our main
warehouse in California
For US customers only, immediately upon receipt of payment, we
will either ship to you or transfer your order to the warehouse.
You will receive an email after it is shipped with the UPS
tracking numbers and estimated delivery date. The tracking number
can be used at the UPS Package Tracking website. Estimated time
for delivery is 3 - 7 days, unless an alternate shipping method is
specified. If an alternate method is chosen, delivery time will
depend upon the type of shipping service you've specified and your
location.
Fine jewelry orders (gold and gemstones) are handled differently
than regular merchandise. These items are shipped directly from
the manufacturer and can take up to 6 weeks to ship. Most of the
time they are shipped within a few days. We will keep you informed
if there is a delay in shipping.
IMPORTANT:
Please make sure the item you choose is the one you want. If the
item is returned, there is a 15% restocking fee. This only applies
to items shipped directly from the manufacturer.
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Question.
Do you ship internationally?
Answer.
Yes, but these order must be placed with our main office. Minimum
shipping is $20 US and is usually higher. We only recommend
international shipping on large orders. If you place a large order
you will have to use a freight company.
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Question.
What payment methods do you accept?
Answer.
We accept VISA,
MasterCard, American Express, Discover Card, money orders or
cashier's checks written in US dollars. We also accept PayPal
using walter@cookiestreasures4u.com
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Question.
Will you accept a large credit card order?
Answer.
In most cases, yes.
Due to the high instances of credit card fraud on the internet, we
would do some extra checking to make sure the credit card and the
name and address on the card are valid. We may call you to verify
your order, especially if the "ship to" address is
different than the "bill to" address.
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HOW
TO ORDER
Question.
How do I place an order on your website?
Answer.
Ordering is very easy
with this online ordering system and there are instructions all
along the way.
Select the item you want to purchase by clicking on the "Add
to Cart" button. You will be given the options of
"Recalculate", "Go To Payments",
"Continue Shopping". Continue to add items to your cart
until you're done shopping. If you wish to remove a product from
your shopping cart than just set that items quantity to zero and
click the "Recalculate" button.
Click on the "Go To Payments" button. Now you begin the
checkout process. This system remembers previous customers. If you
are a new customer, enter your contact information. The next time
you come to our site to shop, you will not have to re-enter this
information.
Next, you will choose the payment and shipping methods you wish to
use. For shipping, the only option is UPS Ground (or USPS) unless
you are ordering catalogs. Shipping is FREE for all catalog
orders.
Finally, you get a chance to review your order and Submit it.
That's all there is to it!
Your order will remain pending until we approve it. If you have
chosen to pay with a credit card, your card will not be charged
until we approve your order.
You may copy and paste the entire order details if you wish.
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Question.
I don't trust the internet. Can I place an order offline?
Answer.
Just call us at
609-980-7797 and we will be happy to process your order via the
telephone.
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Question.
Can I send my order as a gift? Will you gift wrap it for me?
Answer.
Yes you may send it as
a gift. We will not include prices on your invoice. If your order
is a credit card order, we may call you to validate the order. You
may request that we include a special message to your receiver.
Gift wrapping is not available at this time.
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AFTER
YOU ORDER
Question.
I ordered an item and you said it was out of stock or
discontinued, now what?
Answer.
Each week we update
our product database. With over 3500 products to keep track of, it
is quite a challenge to keep up with items going out of stock. In
addition, because most of these items are hand crafted from
countries all over the world, the manufacturers may choose to
discontinue an item in order to begin production of another
design.
We sincerely apologize if an item you wanted to buy is out of
stock. You are always welcome to wait until it is in stock again
or choose a different item.
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Question.
When can I expect my order to arrive?
Answer.
Estimated delivery
times are as follows. Remember we have no control over delays once
the order has been shipped. You will receive tracking numbers so
that you can track the order on the UPS or USPS websites.
For US customers:
UPS
Ground .......... 5 - 10 business days
US
Postal Service .......... 7 - 14 business days
For
international customers:
USPS
Airmail .......... 5 - 10 business days
USPS
Global Priority Mail .......... 2 - 3 business days
USPS
Ground Mail .......... 4 - 8 weeks
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Question.
The item I ordered arrived damaged, now what do I do?
Answer.
All damaged
merchandise will receive a full refund (including shipping costs)
or replacement upon return of the item. We must be notified within
10 days of receipt. Replacements are subject to availability. If
an exact replacement is not available, we may be able to find a
suitable replacement. You may also request a completely different
item if the cost of the replacement is equal to the cost of the
damaged item.
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Question.
I do not like the item I ordered, or it's not what I expected, now
what do I do?
Answer.
Please remember that
most of these products are individually hand-crafted and may vary
slightly in color or size when compared to the photographed
samples shown on our site or in the catalog. Each artisan brings
his or her own unique talent to the object.
In addition, because most of the products we sell are shipped
directly from the supplier, we do not have control over how items
are packaged. From the supplier's catalog, "We reserve the
right to update model designs, or substitute models or colors
whenever these changes represent an equal or better value for our
customers."
If you are not completely satisfied with the product, you may
return it within 30 days of receipt for a refund less shipping
costs. All returns will incur a 15% restocking fee which will be
deducted from the refund. The item must be in its original
condition in its original packaging.
NOTE: ALL RETURNS MUST HAVE A RETURN FORM. Contact our sales
department for more information.
PLEASE
CALL BEFORE RETURNING AN ITEM FOR RETURN AUTHORIZATION, IF YOU DO
NOT CALL BEFORE SHIPPING THE ITEM WE ARE NOT RESPONSIBLE FOR THE
ITEM OR ITS VALUE.
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OTHER
QUESTIONS
Question.
I'm having a problem with your website, service, and/or products.
What can you do?
Answer.
Feel free to email Jay, our webmaster at webmaster@cookiestreasures4u.com
or Walter, the owner at walter@cookiestreasures4u.com.
All issues will be dealt with by one of these two gentleman to
ensure your complete satisfaction.
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Question.
I love your.....website, service, products. How can I tell the
world?
Answer.
If you love us, please
tell your friends about us. "Word of Mouth" is the very
best advertising of all. Let us know if we need to improve.
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Remember,
This is your FAQ page, feel free to email us anytime, and we will
be happy to answer any other questions. Thanks Again for choosing
cookiestreasures4u.com ... We value your business !!
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