General Ordering Shipping Payments Returns Samples
Products and Advice
We are happy to assist you whenever possible in achieving your goal of a perfect candle, better bars of soap, etc. However, in selling you our products and giving you our advice, no warranty is expressed or implied. The customer assumes all responsibility for final testing of our product in their craft, formula or application.
Our fragrance oils and other products are for external use ONLY. They should be kept out of the reach of children and pets, and used for manufacturing purposes only. Contact with some products (in their undiluted state) can cause irritation of the eyes, skin or mucous membranes. Please handle them carefully and responsibly, and educate yourself as to their proper use.
We do our best to maintain adequate stock levels of all of our products. However, a sudden run on a particular product can deplete our stock with no notice (for example, if an item is being discussed on a Yahoo newsgroup or message forum! (grin)). Our shopping cart allows us to track inventory and should prevent the ordering of quantities larger than we have on hand - however, it can be thrown off by things such as spoilage, damage, and human error. In addition, for things like fragrance oils that are sold in several sizes, unless we
pre-pack the entire container into smaller sizes when we receive it, there's no way for the cart to deduct all of the different sizes from one main inventory pool. (For example - we receive 25 lbs. of Sunflowers FO. The cart can't subtract a 4 oz. bottle purchase from that 25 lbs.)
It doesn't happen very often, but if we do not have sufficient quantity on hand to fill your order, we'll notify you immediately - and if you see that an item is marked "out of stock" on the website, please know that we're on top of getting it restocked (we've probably already reordered it and are just waiting on the shipment to arrive!). We do not backorder, so if something on your order is unavailable, we'll give you a choice
of holding your order until we restock (if we have a firm date from the vendor) or recalculating your order without the missing items(s).
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We appreciate your business, no matter how big or small an order! However, we do want to point out that with the cost of shipping, it's really not very cost-effective for you to place a tiny order (less than $10-$15) ... shipping frequently costs as much (or even more!) than the merchandise on small orders. If you just want to try one or two of our products, don't forget that samples of many items are available by sending us a SASE (see our Sample Policies for more details).
Using Our Shopping Cart
Simply enter the quantity you'd like to purchase in the box on each item's detailed description page, then click the "Add to Cart" button to add the item to your shopping cart. Links are available at the top of the page and in the left-hand column so you can view the contents of your shopping cart at any time. While viewing your cart, you can change the quantity of any item by changing the number in the quantity box next to the item name, then clicking on "Recalculate". You may also delete any item by clicking the "Remove" button located next to the item's listing in the cart. While viewing your cart, there is a convenient link to estimate shipping so you'll know at a glance how much you've spent so far.
Ordering Methods Available
Shopping Cart - This is the easiest and fastest way to place your order. Shipping amounts shown on the shopping cart are actual amounts calculated using the total of the weight of the individual items in your order, plus a fixed weight added for the box and packing materials. The total weight is fed in real-time into the UPS/USPS rate calculators, so the shipping totals are extremely accurate 99% of the time. However, if you purchase a large quantity of bottles or other lightweight (but bulky) items, your package may qualify as "oversized" per UPS or USPS regulations, which will result in additional shipping charges being levied. In that event, we will bill your credit card or invoice you via PayPal for the difference (we'll ask you first if the difference is more than $5.00). Using your credit card via the shopping cart is completely secure (look for the little padlock in your browser window on the page that asks for your payment information - that's your assurance that the server is secure).
E-Mail - You may e-mail your order to us at info @ oakcourtcreations.com. Please be sure to include ALL of the following information with your order:
2. Shipping and credit card billing addresses (if different)
3. Phone number
4. E-Mail address
5. Items and quantities desired
6. Shipping method desired (UPS Ground, 2-Day or Next Day - USPS only for shipping outside the mainland US)
7. Method of payment (MasterCard*, Visa*, Discover*, Money Order or PayPal)*
* For credit card orders, you must phone us with your card information - card type, name as it appears on card, card number, security code from the back of the card, and expiration date. Please, DO NOT e-mail the card information!
Phone - Call us toll-free at (877) OAK-COURT - if we're not in, you're welcome to leave your order on our machine. Please make sure to include all of the information listed above under "E-Mail Ordering".
Fax - You may fax your order to us at 815-467-1222. Please include all of the information listed above under "E-Mail Ordering". If you are paying by credit card, you can include your credit card information (see above) in your fax - we're the only ones who will have access to it.
Additions to Orders
We are happy to add additional items to your order, as long as the order has not yet been packed for shipment. Please notify us no later than 24 hours after placing your original order, and we will do our best to accomodate the change - however, if the order is already packed, you will need to place a second, separate order for the additional item (or items).
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Our goal is to ship as many orders as possible the same or next business day, and to ship all orders within 3 business days (with the exception of international orders, which will be shipped once a week). If your order will be delayed beyond this for any reason, you will be notified by phone or e-mail. Much as we try to keep every item in stock at all times, in the event that we are out of stock on something in your order, we will notify you by phone or e-mail and advise you of the estimated availability date, giving you the option to have us hold the order until it is complete, or ship the order without the missing item(s).
As of 1/1/06, we ship exclusively with UPS for orders going to destinations in the lower 48 states. Standard Ground, 2-Day Air, and Next-Day Air services are all available to you when you checkout in our shopping cart. USPS shipping is available for international orders and to Alaska and Hawaii only. PLEASE NOTE that UPS will not allow shipments to P.O. Boxes - you will need to provide a physical street address as your "ship-to" address. If you need your order in a hurry, we offer UPS Next Day or Second Day service, but you must choose the expedited method of shipping at the time you place your order. (If you are thinking about expedited shipping, please take order processing time into account - for example, with Second Day shipping, it will take two days from the time the package is SHIPPED, NOT from the time you place the order. This means that if you order on Monday and we ship on Wednesday, Second Day shipping would have it to you on Friday.)
The UPS shipping rates quoted by the shopping cart automatically include insurance.
It is your responsibility to ensure that the shipping address you provide to us with your order is correct and complete. If there is a problem with the address you provide (whether or not the package is returned to us), you will be billed for re-shipping fees and/or any charges that may be levied by the USPS or UPS for the misdelivery. Even a typo in your address (for example, 201 instead of 301) or neglecting to specify your street type ("Street", "Lane", etc.) can cause us to be assessed an "address correction" fee - which is a minimum of $5.00. *PLEASE* double-check to be sure the address is correct before submitting your order!
Residential vs. Business/Commercial Addresses
Our shopping cart offers a choice at checkout between calculating shipping rates to a residential address or a commercial address for UPS shipments. UPS regulations define a Commercial Address as a storefront, warehouse, or other location specifically zoned for commercial use, with a sign showing the business name and the business' hours clearly posted. HOME-BASED BUSINESSES and FARMS are NOT considered a commercial address! If you choose the "ship to a business" option and are not actually zoned as a commercial address, we will charge you the corrected shipping amount when billing your card, or invoice you via PayPal for the difference and hold your order until the invoice is paid.
We regret that due to zoning restrictions, our locality does not permit us to have walk-in customers, nor "will-call" pickup of orders. To compensate, however, we do offer complimentary delivery of orders over $25.00 to customers in our local area. If you're in the Minooka, IL, general area, please call us at (877) OAK-COURT to determine if you're eligible for free delivery. We deliver once weekly (day varies) - towns include (but are not limited to) Joliet, Morris, Plainfield, New Lenox, Naperville, Shorewood, Channahon, Braidwood, Bolingbrook, Romeoville, Crest Hill, Montgomery, Oswego, and parts of Aurora. Once we've pre-approved you as a delivery customer, you may just select the "pre-approved local delivery" shipping option in the shopping cart. Since we only deliver once a week, if you're in a rush for your order, give us a call to see when we'll be in your area - that way you can decide if you'd like it delivered or if you'd prefer that we ship your package.
If you will be at a crafters' gathering or convention that we are attending, we're delighted to offer pickup of orders placed in advance, plus a discount for planning ahead! :) Please visit the function's website for details on specials we may be offering for attendees.
Shipping of Liquids
Due to the types of restrictions in place by the Postal Service (detailed in Pub. 52) on shipping of liquids by air, we are unable to ship orders containing Fragrance Oils or other Liquid items to any of our international customers.
At this time, we charge only the actual cost of shipping packages to you - there are no hidden "handling fees". We recycle boxes and packing materials whenever possible, both to keep costs down and to help the environment (we love to save trees!). We have arrangements with several local businesses to re-use their incoming boxes and packaging material, so don't be surprised if your package arrives in a box that says "Chicken Breasts", "Herbalife", or just about anything else! LOL However, we do reserve the right to begin charging a handling fee at a future date if warranted by costs of packaging (boxes, tape, cushioning, shipping labels, etc.). If your order contains shredded paper packing, rest assured that we do not include any confidential information in the material that's shredded - we only shred things like junk mail, old catalogs, etc. We regret that we cannot accommodate requests for FedEx, Airborne, DHL, RPS, or any shipping method other than UPS or USPS at this time, nor are we able to use your account number to bill shipping costs to you directly.
Our shopping cart calculates shipping charges very accurately 98% of the time, but it cannot determine in advance if your order will need to be shipped in more than one box, or if any boxes will be oversized (both of which will mean additional charges). In the rare event that additional shipping needs to be assessed, we'll bill your card only for the actual amount of the shipping (or PayPal Invoice you for the difference in shipping). If the additional charges are substantial, we'll check with you before finalizing the order.
We are delighted to be able to ship orders to our friends outside the US - however, all international shipments will be handled by the US Postal Service only, and all packages will be shipped with insurance (if available) - no exceptions. If your country does not allow packages to be insured, we cannot be responsible for your package except to retain proof that the package was shipped. The shipping charges quoted by the shopping cart are generally accurate - however, we reserve the right to bill additional costs if the shipping estimate is below the actual cost of sending your package. International orders may be shipped Surface (4-6 week delivery time, but the least expensive way to go) or Air Mail (generally 4-6 days, not counting any delays due to customs, etc.) - please state your preference at the time you order. Any customs duties, tariffs, or taxes levied by the foreign country are the sole responsibility of the customer. We reserve the right to assess a small handling charge on international orders, if necessitated by the time involved in handling customs forms and other documentation. We also reserve the right to refuse orders from some countries, especially those with a high rate of internet fraud.
Our merchandise is packed very carefully, using standard packaging materials and methods approved by our carriers. Carriers are responsible for all damage to shipments, whether apparent at time of receipt or concealed. Please make sure to examine your package carefully as soon as it arrives - if damage is apparent at the time of delivery, refuse the shipment and do NOT sign for it. Damage should be reported to both the carrier and to us. The carrier will send someone out to inspect the damage. VERY IMPORTANT: Damaged merchandise MUST remain in the original shipping carton, with all packing materials. The carrier will examine the damage and authorize a refund accordingly. NOTE: Carriers normally reject claims if the original shipping carton and packing materials are not retained by you, and we will be unable to credit you or replace the merchandise in that event.
Any claims of shortages in your order, that cannot be explained by the carrier's delivery receipt or report of damage to merchandise, must be reported to us within 48 hours of delivery, or the order will be considered to be complete.
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PayPal - We're happy to accept PayPal for speedy order processing. Our e-mail address for PayPal payments is email@example.com. When using PayPal, you may elect to pay from your checking account, PayPal balance, or use MasterCard, Visa, Discover, or American Express credit cards. PayPal is a quick, easy, and secure way to remit payment to us. Our shopping cart allows immediate PayPal payment at checkout - you won't have to wait for us to send a PayPal invoice with your total! We reserve the right to decline acceptance of large PayPal payments requesting shipping to an unconfirmed address. If your confirmed PayPal address is a PO Box, and your PO box is in the same town as your street address, you can add both addresses (one line above the other) to your confirmed address by editing the information in your PayPal account profile (see PayPal's website or call their technical support for more information).
Credit Cards - We accept MasterCard, Visa, Discover, and American Express credit cards, or you can use your credit card to fund your PayPal payment (see above). We welcome your credit card order no matter how you place it! If your credit card is declined, you will be assessed a $1.00 handling charge - our bank charges us a transaction fee for those, and we have to pass that along to you. Using your credit card via the shopping cart is completely secure (look for the little padlock or key in your browser window on the payment details page- that's your assurance that the server is secure).
Money Orders - You may pay by money order - your order will be shipped promptly upon receipt of payment. Please make the money order payable to Oak Court Creations, and mail it to us at P.O. Box 497, Minooka, IL 60447. Due to the time involved and high percentage of "money order" transactions that are never actually completed, we do not pull or pack orders marked as intended to be paid for with money orders until the payment is received. Out of fairness to our other customers, we can only hold orders (and honor sale pricing) for 10 days after they are placed.
Personal or Business Checks - As of January 1, 2004, we regret that we no longer accept personal, business, or cashiers checks as payment for orders from our website. We have had to make this difficult decision due to the increased number of unpaid NSF checks, fraudulently passed checks (written on closed accounts), and stolen cashiers checks we encountered in 2003.
Purchase Orders - We regret that we are unable to accept purchase orders or any other form of order that isn't accompanied by a form of payment... however, if you're an educational institution or REGISTERED non-profit - we'll make an exception to our "no checks" rule for you. We are also unable to offer "net 10", "net 30", or any other form of credit. E-Checks - If you have a Premier or Business PayPal account, you may pay us by e-check via PayPal.
COD - As of December 1, 2002, we regret that due to problems with past shipments, we no longer ship any orders COD - all orders must be paid in full at the time of purchase.
All international orders must be paid in full (including estimated shipping) before the order is shipped. All international orders must be paid for by wire transfer - bank routing information will be provided after you place your order. (We reserve the right to waive this requirement on a case-by-case basis.)
All IL residents will be charged 6.25% sales tax. If you are a registered business in the state of IL, non-taxable for resale, please let us know that when you order. You will need to fax, mail, or e-mail us a completed tax exemption form (which you can download here), along with a copy of your State Resale Certificate, before your order will be shipped. Please be sure to let us know, by entering your tax ID number at checkout and mentioning it in the comments box, that you are non-taxable for resale so we can mark your account accordingly - that way, the shopping cart will remember not to charge you tax on future orders. Your certificates will be kept on file until the end of the calendar year - for orders placed after January 1, 2006, a new copy will need to be sent.
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We regret that we are unable to accept returns on most of our products, for the simple reason that we are unable to vouch for the purity of the supplies once they have left our premises. We strongly encourage you to purchase a small quantity and do a test project/batch to avoid disappointment - this is why most items are available in a small "tester" or sample size. While the overwhelming majority of our testers and customers are more than satisfied by the performance and quality of our products, personal preferences do vary by user, and results will vary based on formula/recipe, production methods, and other ingredients used. For items where contamination is not an issue (such as candle molds), returns for store credit may be made *only* with pre-authorization from Oak Court Creations, within 30 days of purchase date, and only if items are in unused/unopened condition with all original packaging and labels. We reserve the right to assess a 15% restocking fee on all returned items, and all shipping costs and transaction fees are non-refundable (unless, of course, the return is due to a mistake on our end). Because samples are readily available, we do not accept ANY returns on fragrance oils, silk petals, or air freshener material. As we expand our supply line, we reserve the right to modify or change this policy.
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All of our fragrance oils are available for purchase in a 1 ounce sample size. This is the best way to evaluate a fragrance, since many fragrances smell differently in the end product than they do in the bottle. That being said, if you would like "sniffer" samples (a small piece of our air freshener paper that's been dabbed with the fragrance oil), we will be happy to provide them with any purchase. They are also available (with no purchase required) if you send us a SASE (self-addressed, stamped envelope). (Please don't forget to tell us which samples you want!) Our mailing address is P.O. Box 497, Minooka, IL 60447. Up to three "sniffers" can be sent for one 37˘ stamp. Since the potential for contamination exists once they leave our premises, fragrance oils are not returnable.
Silk Petals, Leaves, and Novelty Shapes
You may request a free sample of any of our styles of silk petals, leaves, or novelty shapes with any purchase. They are also available (with no purchase required) by sending a SASE (see above). Up to 10 different styles can be sent for one 37˘ stamp. Since samples are available, sizes are listed in the product descriptions, and the potential exists for product contamination when the intended use is for soapmaking, silk petals, leaves, and novelty shapes are not returnable.
Air Freshener Material
You may request a free sample of our air freshener material with any purchase. It is also available (with no purchase required) by sending a SASE (see above). Since samples are available and sizes are listed for each style of pre-cut shape, air freshener shapes and sheets are not returnable.
General Sample Policy
Our normal procedure is to include a free sample of some sort with every online order we ship. (If you are a repeat customer, we do our best to send you a sample of something you haven't already purchased from us.) If you're making a purchase and have a specific product sample you're interested in, by all means, please let us know in the comments box on the shopping cart and we'll do our best to fill your request (subject to availability). As we add more items to our product line, we reserve the right to modify or add to the specific sample policies outlined above. If you have any questions at all about the availability of a sample for products not mentioned above, please don't hesitate to e-mail us - we'll do our best to accommodate you.
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Thank you for visiting our policies page! By placing an order with us, you are acknowledging that you have read, and agree to abide by, the terms and conditions contained on this page. We reserve the right to respectfully refuse service to anyone in accordance with these terms.