Customer Service

SERVICE: If you have a question regarding a recent order, our products or policies, or anything else relating to our business, please contact us at paintedwhitebyalicew@gmail.com. Customer care emails are typically responded to within one business day. We take off Saturdays, Sundays, and all major holidays.

 

RETURNS:  If you are not satisfied with your purchase, please let us know immediately. We will make every effort to amend the situation whenever possible. All returns are subject to prior approval. If your request for a return is approved, you will be refunded the entire amount of the purchase price to your Paypal account, minus shipping and handling charges. You will be responsible for safely returning the item(s) to us prior to receiving the refund. Returns will NOT be given for the following: digital graphics and website/graphic designs work.  

Many of the items that we sell are vintage/antique pieces or vintage inspired and are sold in "AS IS" condition, meaning that they may have wear or defects which we feel give them character and add to their appeal. We will include this information, as best we can, in the description of the item. Returns cannot be accepted for these items. 

EXCHANGES: Occasionally exchanges are offered for mistakes made on our part. If you receive the wrong item or are dissatisfied with your purchase, please contact us regarding an exchange. You will be responsible for safely returning the original item to us before an exchange can be made.

Payment & Shipping

 

PAYMENT METHODS: Painted White accepts Paypal payments only and payment is expected at the time the order is placed. If payment is not received within 24 hours and contact has not been made, your order will be canceled and the item(s) will be relisted. We do not accept personal checks, money orders or cashier's checks.

• PACKAGING: Every item at Painted White is packaged with the utmost care. We do re-use packaging and packaging materials as often as possible to reduce your shipping fees and help the environment.
• SHIPPING FEES: Each item is given a unit value to determine its shipping cost within our shopping cart system. Unfortunately, this system is not perfect, and does not allow for combined shipping fees for multiple items. If you are purchasing multiple items and would like a combined shipping charge prior to check out, please contact us for a quote. If you proceed through check out without receiving a combined shipping rate, we will issue a refund to your Paypal account if you have been overcharged when the actual shipping cost is figured. 
• All shipping rates are for the Continental United States only. International buyers (and those from Alaska and Hawaii) are welcome, however, additional shipping fees will be applied, and will be invoiced after the order has been placed. If you would like a quote before purchasing, please contact us.
• HANDLING FEES: A small handling fee, to cover the cost of bubble wrap, mailers and supplies, is applied to some items and is typically around $1.00/per item.  

SHIPPING METHODS: Items over 1 lb. are shipped via USPS by Priority Mail or Parcel Post depending on the shipping charges and your location. Many items under 1 lb. are shipped via First Class Mail. We strive to mail all orders within 3-7 business days after payment is received. Please allow additional time for orders with multiple items, and those with fragile or large items. We may need to acquire additional shipping materials or services and want to ensure that they are securely packaged.

• TRACKING & INSURANCE: We purchase delivery confirmation for all US orders. Contact us for your tracking number if you would like to track it through USPS. As of August 21st, 2009, you now have the option to add insurance to your order {Domestic US only}. See the link here for details. All orders over $100 must add the insurance fee, however, we strongly recommend that every order be insured. This fee will insure your order against loss or damage for the total amount paid prior to shipping and handling charges. Please contact us if you need to make a claim and we will help work with you through the process at that time. If your item has not arrived within 21 days of the shipping date (check your Order Status for this information) or arrives damaged, contact us immediately. For lost items, we will make the insurance claim at our post office and reimburse you when the refund arrives. For damaged items, we will mail the insurance receipt to you, so that you can make a claim at your local post office. Please read this page from USPS to learn how to make a claim, and be sure to retain the original item(s), package and all of its contents, as you will need to bring these with you when you make the claim. If you choose not to insure your order, and it ends up lost in the mail or arrives damaged, refunds will not be given and exchanges will not be accepted.
• INTERNATIONAL ORDERS: (includes Canada and all countries outside of the Domestic US) will be shipped via First Class or Airmail, and can take several weeks to arrive. Unfortunately, we cannot track or insure any international orders, so we cannot be held responsible for lost or damaged items sent out of the country. We will not be held responsible for any customs fees, so please be aware of the customs policies for your area prior to placing an order.
• ORDER STATUS: You can check the status of your order on our site through our Order Status page with the email address you checked out with and the order number from your original invoice. We will update the USPS tracking numbers, for applicable orders, in the original Paypal invoice, and you should receive an email from Paypal once we have done so. This number is for checking your order's status after it has left our hands through USPS.

Privacy

At Painted White, we respect your right to privacy and will not disclose any of your personal information including your name, address, telephone number and email to any third party. The same holds true for our design clientele - we will not share any sensitive information, including user names or passwords, that are given to us and will only use them for the appropriate purposes.

 

*Painted White's policies are subject to updates and changes whenever necessary.

 

Click here to read what our customers have to say about their orders...