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IMPORTANT NOTE: If you have any difficulty ordering online, for example, you put things in your shopping cart but the cart stays "empty", please just call to place your order (or try a different computer and different browser). If you need help, don't get frustrated, just email or call me (Sonya), 916-390-5320.
ORDERING INFORMATION Once you have found an item you wish to purchase, just click on the 'Order Now' button. This places that item in a 'virtual' shopping cart but does not oblige you to purchase the item - it can easily be removed or edited at a later point and will remain in your shopping cart for about a week. You can edit or remove the contents of your basket by selecting 'Shopping Cart' from the navigation bar displayed at the upper right of most screens. Please try to place your order online. We are happy to answer any questions by phone (although we prefer email) and take the occasional order over the phone, but we are a family run business and while we are taking phone orders, we are not packing orders (or doing other important things)! Placing your order by phone will NOT make it ship faster. Thanks for your understanding.
HOW DO I PAY FOR MY ORDER? During holidays, paying by credit card online will help your order be processed without delays. We accept Mastercard, Visa, American Express, and Discover Credit Cards. We also now have a direct link to PAYPAL. At checkout you will be asked to fill in your credit card details using a secure form. When you place the order, this amount of funds will be "reserved" on your credit card but is not a "final charge". We can make adjustments to the order after you place it - for example, if you want to add/delete an item or change the shipping options.
You may use PayPal. Our account name is firstname.lastname@example.org. Please process this as an "off-line" order through the website. Please put in the comment section that you are going to Paypal so we'll know to look for your payment. If you see reference to Natoma Systems, Inc. that is correct, it is our parent company name.
You may also pay by personal check by selecting "OFF-LINE ORDER" at checkout. Print out a copy of your order, write your email address on it, and mail it with your check to: A Toy Garden, POB 1645, Fair Oaks, CA 95628. We will hold/reserve your ordered items for 1 week. We will email you when your check arrives and your order is mailed.
HOW SOON WILL MY TOYS & GIFTS BE DELIVERED? We strive to mail all orders within 24 hours. We will keep you informed at every step of the way should there be any delay with your order. All domestic orders are shipped USPS Priority or UPS (if order is heavy, bulky, or expensive!). Priority usually takes between 2-7 days within the US, but is not guaranteed and does not have tracking or insurance. UPS Ground takes up to 6 business days within the US (not counting weekends or the day it is shipped). The delivery date listed on the UPS Ground shipping label is NOT guaranteed; deliveries could take one to two days longer than the date given. During the holidays, please allow 5-7 extra days for us to pull and pack your order and for delivery as packages that usually take 2-3 days can take much longer during the holidays. Please allow extra time. If we are waiting for an item to arrive for your order, we may hold your order for a few extra days so your order can be shipped complete. If your order is needed by a certain date, please let us know, but please understand weather and shipping delays are beyond our control.
HOLIDAY 2013: We ship in stock items from Sacramento, California - so orders to the West Coast will arrive quickly (1-3 days), orders to the East Coast take longer - UPS to NY takes 5 business days (not counting the day the order is shipped or weekend days). For 2013, the last day we can ship UPS Ground to the East Coast is Monday, December 16th (but that is taking a chance!). Otherwise, we'll need to upgrade to UPS 3 Day or UPS 2 Day (which can be very pricey). If the order is light, we can send it USPS Priority and it should arrive in 2-4 days. We cannot guarantee the arrival of any package in time for a specific holiday since, once we ship it, we cannot control what happens via UPS/USPS. We wish we could. So, please plan in advance and allow enough time for the package to arrive. And please understand there are limits to what we can control. We aim to get all orders shipped within 24 hours.
GIFT WRAP AND MAILING DIRECTLY TO ANOTHER ADDRESS? Sure, in the comment section of the order form, include which items (up to a maximum of 3 items per order) are to be gift wrapped (name, age of the recipient, and their address). I will gift wrap the item and complete a card with a message from you. There is no additional charge for gift wrap or for mailing the entire order to a different address from yours! If you want items sent to more than 1 address, please place separate orders for each address as this keeps things simple. If you would like additional items gift wrapped, we will add $3 per item.
WHAT ARE THE POSTAGE AND PACKING RATES? We will ship most light orders via USPS PRIORITY with Delivery Confirmation (this confirms when the package is delivered but is not "tracking" along the way so we don't know exactly when it will be delivered, this is not insured either) or heavier packages are usually sent UPS (which does have tracking and insurance). Please see the "Shopping Cart" for a list of shipping charges.
EXPEDITED SHIPPING: If you are in a hurry, you may also select faster UPS options or USPS Express shipping at an additional cost. The price shown for expedited shipping is very approximate and if your order is heavy, actual shipping may cost much more. We try to reach you by phone or email regarding expedited shipping to clarify when you need the package and if you are willing to pay the shipping. If the shipping is more than a few dollars more than the website estimated, we will try to reach you. If we can't reach you, we will not ship the order without your permission. If you select USPS Priority shipping and your order is very heavy, I may contact you regarding other options such as UPS. If you select 2 Day or 3 Day UPS, please tell us what day you are hoping to receive the package by. The "day" count doesn't start until the day after we ship it and doesn't count weekends. Expedited UPS is expensive. If an expedited package does not arrive on the day it is supposed to, UPS (and we) will refund your total shipping amount. However, we will not overnight another package to you at our cost. Shipping delays happen to all shipping companies, please plan in advance and allow a couple extra days to avoid these uncomfortable situations for us all.
HAWAII AND ALASKA: For orders outside the continental US, I will email you if there are additional shipping charges. For example, anything that is rather large or heavy may end up costing much more than regular shipping and I may ask you to contribute to this cost. Unfortunately, UPS is not an option to HI or AK so our options are usually limited to USPS Priority which can be expensive. For orders over $100, I will pay the first $10 of your shipping. I will contact you with your shipping costs.
CAN I RETURN ITEMS? We offer a full 30 day guarantee* on all products that you purchase from us. If you are dissatisfied with any item, just return it to us in its original packaging and we will refund the cost of the item (excluding postage), no questions asked. Should you receive an item that is damaged or defective in any way, please contact us as soon as possible so that we can resolve the situation. We want your children to be safe and you to be happy so please contact us via email or phone with any questions or concerns. If you return items not in their original packaging - we will issue you store credit. You can send returns via USPS to our POB listed on our brochure, or email me for our physical address if you are sending a return via UPS.
Thank you for supporting a family run company and all the crafters and small businesses who contribute to our store.
© 2013 A Toy Garden All rights reserved.