Our Shipping Fees for Distillation Kits and items containing Glassware,
Also: International shipping, refunds, insurance, breakage, etc
Payment methods accepted: Paypal, Master card and Visa, and Cashier's checks or Money orders get instant shipment upon receipt*. Credit Cards: For domestic shipments unless previously arranged, and for all international shipments, we WILL NOT ship to an address that is different from your credit card billing address. Personal and business checks may be held for 10 business days to clear before we will ship *NOTE: Although we try very hard to be prompt in shipment and are normally very fast, sometimes things just happen that make us a bit late. Officially, we reserve the right to take up to 7 business days from receipt of payment to ship your item Please take this into account especially if requesting express shipment methods.
We charge a little extra for shipping glassware items and distillation sets, and we don't ship them via postal, (except internationally) because neither UPS or the post office will usually honor insurance claims for glass items that they break. Unfortunately, experience has taught us that the postal service breaks more than their share of glassware as compared to UPS
So in an effort to get things delivered safely, we ship glass-containing packages via UPS only within the USA lower 48 states
WE CHARGE A FIXED $22 FOR SHIPPING glassware-contaning packages under 30 pounds WITHIN THE USA ONLY For any international shipments please email us for the exact fee. For international we use USPS EMS global express or airmail only If the package contains glassware and is over 30 pounds, oversize, or both, we charge $20 packing fee plus actual UPS fees This leaves us a few extra dollars that are well spent on the packing materials instead of having you pay for insurance which is useless because UPS doesn't usually honor it for glass items
AIR freight or Shipment to Alaska, Hawaii, or outside the lower 48 states will cost somewhat more than $22...please inquire
INTERNATIONAL SHIPPING
Shipments to many foreign countries are a lot less expensive than FEDX or DHL if shipped via GLOBAL EMS POSTAL, and customs importation is a lot easier for you. For this reason, for international customers only, we will ship items via GLOBAL EMS POSTAL ONLY Due to extra paperwork, packing materials, and time necessary for international shipments, we charge a $10 handling fee for international shipments in addition to the actual postage fee PLEASE email us for the total fee- we can only quote this to you if we know where you are!!
PLEASE NOTE: Your package may be too large for many POSTAL shipments to Europe and other countries, and often the shipment must be broken up into TWO or more boxes Please take this into account when purchasing large items for overseas shipment
NOTE: Because tracking is not avaliable on any less-expensive postal services (airmail, surface, etc) we will NOT ship via these methods.
WARRANTY, DAMAGES and REFUNDS
We warrant that our distillation products will arrive to you intact and in proper working condition, and we also warrant all parts for a 90 day period, excluding damage or breakage due to mishap or misuse on the customer's part. You have 10 (TEN) calender days from receipt of your product to report missing or broken items. After ten days we can no longer honor requests for shipping-damaged or missing parts.
In the event that the shipper breaks a glass item We will, at our option, either replace or repair any broken glass items at our expense, as long as the broken items are returned to us -well packed- no matter how badly they might be broken. You must pay to have the broken items shipped back to us, and we will pay the return cost of shipping of the replacement parts back to you. We will reimburse you for your return shipping at UPS ground rates only (this is because some customers have shipped things back via next-day-air which we will not pay for)
SHIPPER- DAMAGED ITEMS:
If you choose to make a damage claim with the shipper, we will work with you to help in any way we can. Please note that if a damage claim is paid by UPS, they have the right to take the item for disposal. If the damage is found by the shipper to be due to poor packaging on our part, we will refund your item price but not the shipping fees, when the item is returned to us. You must pay the return shipping fees unless other arrangements are made with us first. (This may sound strange, but in instances where, for example, the item is heavy, worth $5 and the shipping costs are $75, we cannot cover the shipping fees)
ITEM QUALITY REFUNDS:
If an item you purchased is unacceptable because it is not as it was described in the ad, we will refund the ITEM AMOUNT ONLY but not the shipping fees, if/when it is returned to us and determined to be in the same condition as it was when we shipped it to you. You must pay for the return postage. We will ONLY make the refund in the same manner as it was origionally paid...ie if you paid by check you will receive a check, or if you paid via Paypal, we will refund you via Paypal.
PURCHASE REFUNDS:
If you decide you just don't want the item for whatever reason, and you HAVE NOT USED THE ITEM OR KIT, we will make the refund ONLY in the same manner as it was origionally paid...ie if you paid by check you will receive a check, or if you paid via Paypal, we will refund you via Paypal. We will refund you as follows :
(1) The item (or complete kit in the case of sets) must be returned to us TRACKABLY in the carrier's system within ten calender days of it's "delivered" date, as shown by UPS or USPS tracking, in the same condition it was when we shipped it to you, unused, with the original packing and box. You MUST email us first for return authorization.
(2) If the box has been opened and resealed by anyone (including Customs) we charge a 15% restocking fee which is calculated from the total you paid us (item total not including shipping).
If the box has been unopened when it returns, our restocking fee is only 10%.
(3) You are financially responsible for all return shipping, and it MUST be shipped back via the same method and carrier that it was shipped to you. NO OTHER CARRIER or SHIPPING METHOD is acceptable. .
Also, if the package has been opened and resealed, and anything is broken during any part of the trip, you are responsible for any replacement fees and/or UPS insurance claims. We will deduct the replacement price of any items broken from your refund, and it will be up to you to recover those fees from UPS.
(4) For reasons that should be obvious, WE DO NOT GIVE REFUNDS ON NEW GLASSWARE OR ESSENTIAL OIL DISTILLER SYSTEMS THAT HAVE BEEN USED- if we find that any of the parts of a new item or kit were used, we will return the entire item or kit to you at your expense and a refund will not be given.
(5) INTERNATIONAL RETURNS: If the item is shipped back to us for refund and we have to pay customs import duties to receive the item, these fees will be deducted from your refund.
(6) Refunds will be processed within 30 calender days of receipt of returned goods.
UPGRADES: If you wish to return a new unused kit so that you can upgrade to a larger or different kit, we will issue you a credit towards the upgrade, for the kit price you paid us less shipping, when we receive and inspect the returned kit. It MUST be returned to us in the same condition it was when we shipped it to you, with the original packing and box. You are responsible for all return shipping, and it MUST be shipped back via UPS. NO OTHER CARRIER is acceptable.
Note: While the above refund/return policies may seem a bit "stiff" on our part, you have to realize that when dealing with laboratory glassware, we must take the entire kit apart, thoroughly inspect each piece and then run each glass piece through the annealing kiln to be absolutely sure it is 100% clean, because even though you may have "never opened the box", there is no way we can really tell, so we have to do it the hard way. Then we have to reinspect & repack everything in new boxes before we can ship it to another customer... it's a lot of work....
DUMB GOOFS on our part:
If, for example, we do something really stupid like ship you the wrong item, we will either replace it with the correct one (if we can locate it) or refund you 100% including shipping, when we receive the incorrect item back in the same condition it was when we shipped it to you. We pay for all shipping in this situation.
If you have any further questions about our policies, please write to us at danielle@heartmagic.com BEFORE making your purchase, so we can work it out in advance.
