We'd like to think that our store policies are a form of communication in the way we do business, and we want you the buyer to be completely informed when doing business with Carolina Clover. This is your hard earned money you are entrusting us with, therefore, we believe that providing you a quality product and service is our utmost priority and how we have been successful in our years in business. We believe customer focused service is how we can earn your return business, so you will find that our store policies are laid out in depth to keep you informed on what to expect when doing business with us.
Your personalized order will be created exactly as you enter it in our order form. Pay close attention to the instructions for entry on ordering each product. All sales are final on personalized orders. No returns will be accepted and no refunds will be issued for any reason. We may offer you a replacement at a reduced cost to you in some circumstances we deem necessary.
Your shipping rate will be quoted at the time of purchase. We run specials on shipping from time to time so your rate will vary accordingly. We do not provide carrier options because we have some items that are shipped straight from our supplier, jeweler, or artist and they will ship via the method they choose and we will provide you tracking information once we receive notification that an item has shipped. Always default to a USPS shipping address vs a UPS address as the USPS is the carrier of choice for a majority of our suppliers.
Our turn around time for most items to get in the mail to you is approximately 2 days on non personalized items. Personalized items like some monogrammed jewelry styles can take up to 4 weeks for production before they are shipped. We've indicated production times on the items they pertain to, and can be found in the product descriptions under "Availability". Production times may be longer than quoted under busier circumstances, like holidays, manufacturer delays or out of stock situations.
If you need an item rushed, please add "RUSH MY ITEM" to your shopping cart at a fee of $15.00 and your personalized item will be moved to 2-day shipping service. This will rush your shipping, but it will not rush the production of your order, the production timeline still applies.
Deadlines for receiving items for Christmas delivery are posted in a timely manner in the 4th quarter of the year on each product as we receive them from the supplier/designer. These are estimations based on sales volume and experience and not a guarantee of Christmas delivery. We have had suppliers "move up" this date on us unexpectedly when they realized they could not meet the original estimated date, this is very rare, but the reason why this Christmas delivery is an estimation and not a guarantee due to these uncontrollable circumstances.
If you place your order after the posted deadline date, you will not receive your order in time for Christmas with our flat rate shipping. Even if you add "2nd" day shipping to your order we do not guarantee Christmas delivery. We have had carriers report back to us that they did not deliver for WHATEVER REASON (no one home, wrong address, dog in the yard, inclement weather), and we cannot control this issues with the carrier. It is your responsiblity to contact the carrier and make arrangements for delivery if they attempted delivery and failed. Use the tracking code from the carrier to contact them, you can get this information on the shipping confirmation we emailed you when your package originally shipped.
"Christmas delivery" from our suppliers means on or before Christmas EVE. We have had packages overnighted to make it on Christmas Eve from our suppliers. This is rare, but it has happened, at no additional cost to you, but definitely NOT for the faint of heart. If you need your package for a gift exchange days or weeks before Christmas, you will need to do the production timeline math and account for holiday sales volume and shipping volume. Contact us and we can give you information based on what we know from the supplier.
We want you to keep your Carolina Clover purchase forever and ever and ever, but it you find you need to return an item for whatever reason, we will accept returns within 30 days of ship date on non personalized items. Shipping will not be refunded as this is a cost of doing business with you that cannot be recovered from anyone.
All sales are final on Personalized, engraved, monogrammed, and embroidered items may not be returned.
Manufacturer Defects or Damage in Shipping
We stand behind all our products sold here at CarolinaClover.com as quality jewelry and gift items hand selected by us and packed and shipped in the method appropriate for the item. Mistakes and mishaps do happen, and if this is an issue with an item you purchased from us, please contact us to let us know. We follow a "claim" policy when reporting a manufacturer defect or shipping damage. Please be prepared to email us a picture (cell phone pictures are fine) of the damage so we may follow up with our manufactuer and get a replacement item in production for you. Replacements are not sent automatically, we must have a picture to review or have the item sent back to us to avoid incurring any additional charges for you or us. If a picture cannot be provided or the item cannot be sent back to us, you may incur a replacement value fee to issue you a new item. Please submit a claim so we can determine how best to resolve the issue for all parties involved. All manufacture defects are determined by the manufacturer, not Carolina Clover.
If you think you may have a quality issue, please contact us to discuss it. We will determine if it is a quality issue and submit a claim on your behalf with the manufacturer. If an item was described appropriately in the product description, as determined by Carolina Clover, and you "overlooked" this element like finish, color, detail, engraving, size, function, etc you need to know that this is not a quality issue and your item cannot be returned/refunded on this basis. Please read the product descriptions thoroughly prior to purchasing.
Product Photos and Computer Monitors
Computer monitors translate colors differently, Carolina Clover is not responsible for how your computer monitor displays product photos on your computer. Default to the product description or by contacting us directly if there is any concern with finishes or colors.
If you have provided us a verifyable shipping address as defined and accepted through UPS, FedEx, or USPS we can place an claim on your shipment and provide you a new shipment if you have done due diligence in attempting to locate your package. If you do not provide us a verifyable address, and we notify you of this issue, we can still ship the package with your permission, and you assume all risks of package delivery. This means your purchase will not be refunded or replaced, if your package is lost in shipping to an unverifyable address. A verifyable address is determined by the shipment carrier and not Carolina Clover.
If your shipment is returned to us undeliverable for whatever reason, you will be charged for shipping again to reship your package.
We will refund the full purchase price of your return, not including shipping or return shipping. Refunds cannot be issued for personalized items unless there is a manufacturer defect as the manufacturer determines and a refund is offered by the manufacturer not Carolina Clover. Refunds are issued through the payment processor you used when placing your order ONLY. Company checks will never be issued to customers for any reason, refunds are via payment processors only. There may be a delay between when we issue the refund and when you receive it from the payment processor. This delay is created by the payment processor not Carolina Clover. No other methods of refund may be honored (cash, check, gift card, credit to future purchase, etc)
Changes to Your Order
Immediately following receipt of your order confirmation you must review your receipt and contact us immediately if a change in your order needs to be made. Orders are sometimes processed within 6 hours of being submitted, after 24 hours your order is in production and nothing can be changed.
If your order status is listed as "pending" in our system, you order has entered production and cannot be changed or canceled.
Our Customer Service reviews the orders we receive very carefully for possible data entry errors. We catch a lot of errors with our thorough order review process and may ask you to confirm your personalization details via email or phone. It is critical to include a valid email address and phone number on your order in case we have questions concerning your order. Your order will be delayed from production until we make contact with you. If we cannot make contact with you in 7 days, we will cancel your order and refund your purchase and shipping price.
Personalized orders cannot be cancelled. If you contact us the very same day your order was submitted, we may be able to stop your order from entering production, however, there is no guarantee that this is possible, especially if your order is now "pending" and if we can't stop your order from production, we cannot offer you a refund of your order.
Bulk Order Discounts
Our web site will offer you a bulk discount on a pre-determined quanity and pre-determined discount for particular items. This discount is only applied for a single checkout on qualifying orders paid for on the site in a single order submission. This is how we can extend this discount to you as we have to cover our costs associated with doing business with you. You will find our bulk discounts very generous compared to other sites. Bulk phone orders will not receive a quanity discount. If there is a particular item you are interested in receiving a discount for, and you do not see a bulk pricing link on the item, please contact us via email only at firstname.lastname@example.org for a quote. Our bulk discounts start a 5 items with per product totals of $25 or more, we will not extend discounts for items below this quantity or price point.
Out of Stock Orders
We work diligently to maintain a current status of in stock and out of stock items on our web site and catalogs, but this information is only deemed as good as the information provided to us from our supplier. In most cases we are not notified at all of an out of stock situation, but as soon as we are alerted to the situation we will contact you to let you know, provide you an opportunity to cancel your order, provide you an estimate on when your order may be restocked, and/or provide you a possible substitution.
Out of stock orders will automatically be shipped when restocked unless other arrangements are made in advance of your item going to production like cancellation or substitution. If you choose to cancel your out of stock order and not wait for the restock and ship, your purchase will be refunded to your card/account credited as soon as we receive confirmation from the supplier that your order has been cancelled. Shipping charges are refunded only if no other items have shipped in your order. If you received a partial order from us, shipping will not be refunded but we may offer you a shipping reimbursement if you were to place your order again when the item you were purchasing is restocked.
Payment may be made to us via Paypal. You do not need a Paypal "account" to check out on our site, so don't let this alarm you if you do not have a Paypal account. Paypal will simply process your credit card for us. You will see one of two descriptions on your credit card statement one may be "Clover Gifts" and the other may be "Carolina Clover".
Payments are made in full at the time of placing your order online and charged to your card via our payment processor. Your card is charged immediately for your order. You may see your payment on your credit card statement before you receive your personalized order such as custom jewelry. Do not let this alarm you, your are experiencing a leadtime on your custom order. Which means you placed your order, your card was charged at the time of the order, your credit card statement period ended, you received your bill and your custom order is still in production. We'd be happy to confirm this with you by emailing us at email@example.com with your order number and we can provide you an estimated ship date on your order.
Your privacy is of the utmost importance to us and we will never share or sell any personal information you provide to us. We may in some instances, contact a supplier on your behalf for whatever reason (i.e. placing an order, manufacturer defect, verifying address for shipment etc) but it will never be for solicitation purposes unless you indicate to us you would like to receive our email marketing messages.
Our shopping cart is encrypted with a SSL (security socket layer) that protects any exchange of information from the shopping cart to your method of payment. We never see your payment details, only your order details.
Errors and Omissions
We take careful pride in the products, descriptions, and prices we list on our site. However, we are still human...and thus mistakes can be made. If you discover any discrepancy on our site, please bring it to our attention so we can review it and correct it if need be and provide you and our other shoppers a consistent shopping experience on carolinaclover.com.
While we take responsiblity for our errors, we expect you take responsiblity for entries made on our site as it pertains to your order, billing and shipping. We cannot be responsible for your order entry errors. We do have a very thorough order review process and we catch many entry errors, however, it is impossible to catch all errors. Receipts with order details are emailed to you immediately after purchase. It is your responsiblity to review your order details and notify us immediately if you have a change to your order. Time is of the essence as well because in many cases we start production of your order within 6 hours of order placement.
Production and Shipping Times:
Production times are quoted on many of our custom products that take a few days to a few weeks to produce. We make every effort to quote this production timeline in every product we sell under "Availablity" prior to your purchase of the item. The product availablity will tell you the number of days we expect this item to be in production for your personalization requests. Please add to this production timeline the number of days in shipping. Depending where you are located, our basic shipping can take 3 days (East Coast) to up to 10 days (West Coast). If there is any question as to the shipping days and when you need your item, it is your responsiblity to allow for production times and purchase the 2 day shipping service and calculate the time yourself as far as delivery is concerned. We make every effort to provide up to date information on these products as to the time it takes for customization. We do not guarantee this timeframe, we cannot control it. We also will not ever guarantee a delivery date or refund the purchase price or shipping price of your order if an estimated delivery date is not met. We'd be happy to provide you up to date production and shipping quotes if you contact us directly at firstname.lastname@example.org with your name and order number.
Please let us know if you have any questions concerning our shop policies at email@example.com
We appreciate your business!
Dawn Crowder, Store Owner