Due to Covid-19 our hours of availability and order processing have been shortened to Mondays and Fridays only as we are a small family business. If you have any questions please email us at sales@thetreemaker.com for the fastest response possible. If you have concerns about processing times you may email those concerns prior to placing your order. We are working as fervently as possible on existing orders and appreciate your patience during this time. Thank you for your business. From our family to you and yours stay safe and blessings to you all.
MERCHANT POLICY
Customer Guarantee
The Tree Maker wants your online shopping experience to be pleasant because we value our customer’s satisfaction. We take pride in providing quality products, using quality materials and craftsmanship. Our reputation is built on nothing less than providing the best service possible in a timely manner so that this will be sure to be an enjoyable experience for you as our customer. Any suggestions from our customers are always welcome via fax, email, phone or mail as are willing to learn how we might improve our services and products to our customers.
All stock items are 100% guaranteed to be free of manufacturing defects. All paper and wood products are unique and may have inherent qualities that may be interpreted as blemishes although it is the true characteristic of each individual piece. An example of such characteristics might be natural texture or grain in the paper or wood. Additionally the wood used in our frames may have naturally occurring knots which may be considered a blemish but again is an inherent quality of the wood.
All of our frames are made of poplar wood and finished per each product description.
Please note that we strive to offer the best products available as we wish to naturally enhance the beauty of each product we offer. This is why we choose to not offer products made of plastic or plastic related materials due to their inferiority in quality.
Responsibilities of the Customer
Occasionally we get an order, which a customer filled out the required information incorrectly within the ordering process. The ordering process can be conducted over the phone or on the website of www.thetreemaker.com. There may have been a misspelled surname written down for the artwork on a coat of arms, or a misspelled shipping address, or a number of other mistakes that were made during the ordering process by the customer or by a representative of The Tree Maker. It is the responsibility of the customer to provide correct information in the ordering process. Since all orders {by phone or through website} have a receipt sent to the customer by email when the order is place, it is the responsibility of the customer to proof-read this information. If an order is taken over the phone or through our website, the only way to know what information was written down is by the emailed receipt, which both the customer and The Tree Maker will receive. It is the responsibility of the customer to make sure that the receipt did reach them and was not stopped by their spam filter. Also it is the responsibility of the customer to proof read the receipt to make sure all the information is correct.
SPECIAL or CUSTOM-MADE ITEMS: These items include all products that display a coat of arms, surname history, family names, or any other special work we had to create on your product. We use our order form that is normally filled out by the customer when ordering to create the product they want. This ordering form will ask you for specific information that we will need to create a product. In the ordering process we have also provided an “Additional Information” box that you can write other specific information that will affect how a product is made. For example; when you order a product that displays a coat of arms you will be prompted in the ordering process to provide the “surname” and the “country of origin” that will show in the artwork for the coat of arms. If there is a specific coat of arms / family crest that you are trying to match, it is the customer’s responsibility to make that information clear to us before we create your coat of arms. This additional information should be given to us within the ordering process, by email, fax or by written letter. A phone call with that information is not an expectable way to send information on your order. We use emails as confirmation regarding any changes to any product.
Non-Returnable Items
Items considered non-returnable are those which are emailed
and unable to be returned. The Tree Maker recommends that the customer
double-check every detail, i.e. surname spelling(s) and/or country of origin,
of an emailed product order before submitting the order. While we are
compassionate enough to understand we must adhere to certain guidelines which
hold the customer/client responsible for double-checking their order entries.
The Tree Maker does hold the liberty of evaluating each
customer order at its discretion. All orders can be supported by copy of
emailed receipt sent to both customer and us here at The Tree Maker.
Return Policy
All items are considered specialty items as they contain a coat of arms, surname history and/or personal family details and therefore cannot be resold and are considered non-returnable items. Should damage or defect result due to company manufacturing of item then said item may be replaced with exact product originally ordered with any necessary corrections. All stock items are 100% guaranteed to be free from manufacturing defects. Some inherent qualities of our wood frames and aged paper may appear as blemishes but are in fact inherent and considered a part of what makes each piece unique.
Our return policy allows 30 business days from date of shipment should a product contain a defect or damage. Such defect or damage may include errors such as misspelling, typing, etc. or in the handling of a package during shipment. All orders are packaged with care and sent by trusted carriers though susceptible to damage in handling especially in times of high volume such as Christmas. Should a package become damaged in shipment then photos of damage should be emailed to our customer service department for replacement guarantee. It is the customer’s responsibility to contact us within 30 days of shipment.
Each product replacement is handled individually. Some products may be easily replaced while others may not be immediately available due to stock issues. In such case a replacement product would be sent as soon as it becomes available for shipment to customer.
RETURN PROCEDURES
First a customer should contact us by phone or email to explain the problem with the product. In some instances it is not necessary to return the product. While in other instances the product will need to be returned for inspection. There will need to be a Return Authorization by The Tree Maker before the returned shipping will be financially paid for by The Tree maker. If a return authorization is granted then a shipping address will be provided by The Tree Maker to the customer, as there is more than one location that can be used depending on the product in question. Any returns sent to any other location “WILL BE REFUSED” and returned at the “Customer's Expense”.
Shipping charges for all returns will be the responsibility of the customer. Don’t Worry, the shipping charges will be reimbursed if the damages or imperfections was the fault of The Tree Maker. Please keep in mind that our goal is to please all of our customers, so this is not normally a problem.
Please contact Customer Service if you have any questions regarding Return Authorizations.
The Tree Maker
P.O. Box 128
Cedar Hill, TN. 37032
615-696-0202
sales@thetreemaker.com
