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How
do I place an order?
A.
Select items online by browsing product categories, searching
by product description, or searching by item number. Click the
"Add to Basket" button or the product's name, and continue to
place items into the shopping cart one by one. To order a quantity
of more than one, click the product name.
Where
can I find more product information such as the size and dimensions
of an item and a larger picture?
A.
Click any thumbnail product image to view a close-up photo
of the item, or click the product name for more information including
item dimensions and larger picture.
I'm
having problems checking out. What should I do?
A.
Aspencountry.com uses the highest levels of credit card
authorization security. This means that your credit card billing
name and address information must exactly
match the information your credit card issuing bank has
on record. Corporate credit cards also must match exactly. Please
email customer service
if you receive any error messages or have any problems checking
out.
IMPORTANT:
Please do not repeatedly enter the same, non-matching address
info because the credit card processing system places temporary
holds against your card for the purchase amount each and every
time!
If
you receive an "AVS Mismatch" error, please contact
your card issuing bank to verify your billing address of record.
A2.
WebTV Users: WebTV
may not accept "cookies." (Cookies are necessary for
your browser to keep track of the items you have added to your
shopping cart.) Customer Service is happy to take your orders
by fax
or mail order.
Can
I order by regular mail or FAX?
A.
If you prefer to fax your order to us, you may fax the
order
form to: 1-303-770-4908. You may also order by postal mail:
Aspen Country Store, Mail Orders, 4267 E. Easter Place, Centennial,
CO 80122. To view a printable copy of the order
form click HERE.
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Is
it safe for me to use my credit card? Is your site secure?
A.
Yes. It is safer to use your credit card on our site than
at a mall. Our site is equipped with Secure Socket Layer technology.
If you access the Aspen Country site using a secure browser such
as Netscape or Internet Explorer, the personal data you send us
(name, address, phone number, credit card information, etc.) is
encrypted for your protection during the transmission process
and can only be decoded by Aspen Country Gifts.
As
we mentioned above, your personal information is never at risk.
When you enter the shopping cart area of our website, you will
see the secure lock symbol and https in the URL section of your
browser. SSL is short for secure socket layer, a protocol developed
for transmitting private documents via the Internet. SSL works
by using a private key to encrypt data that's transferred over
the SSL connection. Both Netscape Navigator and Internet Explorer
support SSL, and many Web sites use the protocol to obtain confidential
user information, such as credit card numbers. By convention,
Web pages that require an SSL connection start with https: instead
of http:.
For your added security, Aspen Country requires
the highest levels of card authorization information including
complete address verification on all credit card transactions.
If
you feel uncomfortable ordering online, please feel free to use
our quick fax / mail order
form.
What
is your privacy policy? How do you use my information?
A.
Aspencountry.com's privacy policy describes what personal
information is collected on our website, how we use your info,
and your options regarding information collected. Aspencountry.com
DOES NOT trade, rent, or sell your personal information to anyone
else. To read our detailed privacy policy, click HERE.
I've
heard a lot of talk about the use of "cookies." Can you explain
what this is and how Aspen Country uses them?
A.
"Cookies" are nothing more than small pieces of data that
are stored in the memory of your browser on your hard drive. These
"cookies" are used to help identify you when you visit our site.
"Cookies" allow you to place items in your shopping cart, return
to continue browsing and come back to check out at a later time.
At any time you have the option to set your browser to either
refuse "cookies" or alert you when a "cookie" is being sent.
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What
if I have a question about my order? How can I find out about
the status of my order?
A.
Customer Service will answer questions related to your
website order via email.
Please provide us your website order confirmation number
and order date, and include your name and complete shipping address.
Customer Service will also answer your product and general questions.
If you are requesting a delivery tracking number please see Order
Confirmation #s & Delivery Tracking #s on our shipping
information page before emailing us.
For
a tracking number, please email
Customer Service, allowing three business days after your
order was placed. We will not have your tracking number available
before three business days. Please note that orders shipping via
Standard UPS Ground delivery take 10-14 calendar days for processing
and ground delivery to East Coast destinations which are the farthest
from our warehouse in California.
What
if I need to return something? What is your return policy?
A.
Aspen Country guarantees 100% satisfaction and we stand
behind our products. Our merchandising team searches for unique,
high-quality, and affordable items — we search for decorative
home and garden decorations and decor accessories to display in
our own homes, and for gifts that we ourselves would like to receive!
That's why you can shop our online store with complete confidence.
If
an item arrives damaged or incomplete, please
e-mail us
immediately. Please include your order/track number, name and
shipping address. We WILL make it right!
30-Day
Inspection Period.
If your selection does not meet your every expectation, simply
return it within our 30-day inspection period for a prompt exchange
or refund of your purchase price (excluding originating shipping
and handling fees; customer pays return shipping). Items must
be returned in the original packaging. Please include the original
packing slip or a copy.
Returns
received after our 30-day inspection period are subject to a 20%
merchandise restocking fee. We reserve the right to refuse returns
after 60 days. If the credit card used on your purchase has expired,
we cannot refund your credit account; instead we will issue you
store credit.
Our
full money-back no-questions-asked guarantee return policy does
apply to orders utilizing our Free
Shipping offer, however the customer does incur the actual
original shipping and handling costs when the order no longer
meets the minimum purchase requirements for our Free Shipping
offer.
For
more warranty information on specific items such as jewelry and
clocks, click HERE.
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What
are your shipping and handling policies?
A.
All orders are promptly processed and shipped within 1-2
business days directly from Aspen Country's warehouse located
north of Los Angeles, California. Please note that all items ordered
are not necessarily shipped together.
Aspen
Country's standard shipping method is UPS Ground Service, which
normally takes 2-14 days total fulfillment time depending on your
shipping destination's zone. UPS requires a physical address and
does not deliver to PO Box addresses. Orders sent to PO Boxes
ship via USPS Parcel Post with Delivery Confirmation and take
longer to arrive. Click for Detailed
Shipping Information.
Express
"Rush" shipping is available for an additional charge
within the 48 contiguous states only. For more information about
"Rush" delivery, please click HERE.
Aspen
Country Free Shipping Offer:
Standard ground shipping in the Continental USA is free for purchases
over $74.99. Our Free Shipping offer is limited to the 48 contiguous
states only. Residents of Alaska, Hawaii, Puerto Rico, Guam, and
Virgin Islands please click HERE
for more specific shipping information. Free Shipping does not
apply to wholesale orders. Our full money-back no-questions-asked
guarantee return policy does apply, however the customer does
incur the actual original shipping costs.
Do
you ship to US military APO addresses?
A.
Yes! Orders are shipped to US military box destinations
using USPS Airmail.
Shipping
to US Military APO and FPO destinations is a flat rate of $9.95
on most orders under $75.
Do
you ship to Canada or other foreign countries?
A. No. Sorry,
Aspen Country does not ship to foreign countries. (Canada,
UK, European Countries, Australia, Japan, etc.) due to long delivery
times, enormous shipping costs, international Customs hassles
and duties. We do not accept credit cards issued from
non-US banks.
How
do I add a personalized message to a gift order?
A.
Since Aspen Country ships directly from
our warehouse, it isn't possible for us to enclose a paper greeting
card. However, we can send a brief personalized message on the
packing slip included with each order. (Our packing slips do not
display prices.)
If
you'd like us to add a happy birthday, "thinking of you,"
or get-well wish, please type your message in the comment box
offered during the checkout process.
Just
tell us what you'd like to say. We can accomodate a message of
15 words or less. If you'd like to send a longer message, please
click HERE
to try our unique free
online greetings cards.
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Do
you offer quantity discounts? Do you have a Wholesale Division?
A.
Yes. Volume discount sales and reseller orders are handled
through our Corporate Sales division. For information on wholesale
ordering requirements and pricing, please e-mail
Mr. Murray Ellis.
Does
Aspen Country offer a print catalog?
A.
NO. Sorry, Aspen Country does not offer a printed catalog
because our online store's inventory constantly changes. Product
information at Aspencountry.com is updated several times per week
and new products are added monthly.
We
do understand that some folks would prefer not to order online.
If you feel uncomfortable ordering online, please feel free to
use our quick fax / mail order
form.
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How
many products does Aspencountry.com carry?
A.
There are more than 2500 different items in stock at our
online store — with new products being added all of the time.
Is
Aspen Country open to suggestions from consumers?
A.
We always enjoy hearing from you, and our merchandising
team values your input. Aspen Country works continually to improve
its product line. To send a suggestion, please e-mail
us.
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I
have questions about specific product materials: Exactly what
is "Alabastrite?" What is "Frosted Acrylic?" What is "Dolomite?"
A.
We stock over 2,500 unique items made from a variety of
materials. Definitions and information about our fine-quality
product line follow:
Alabastrite:
Product line name for resin items. Alabastrite is a stone-based
material that can be intricately molded and will allow paint to
adhere. Cold-cast. Also sometimes called Alabaster. Alabastrite
is extremely durable, heavy, cold and stone-like to the touch.
This polyresin material can be finished to closely resemble rock,
ceramic, wood, bronze and other metals. Excellent for sculptures,
home decor items, and garden ornaments.
Bone
China: White clay with bone ash added. Bone ash content
must be at least 25% by US guidelines. Fired at 1800 degrees.
The translucent material is finished with a glaze or underglaze
(matte). Lighter, stronger, more expensive than porcelain.
Dolomite:
Usually gray, pink, or white mineral, essentially used as a construction
and ceramic material, a furnace refractory, and in fertilizer.
A magnesia-rich sedimentary rock resembling limestone.
Frosted
Acrylic: Acrylic items are given the French Lilac process
(used on glass), to achieve the distinctive frosted look. The
drama of frosted glass without the weight.
Gypsum:
Gypsum is made from a white mineral which is usually used to make
Plaster of Paris.
Hong
Tze: To closely emulate a special stone found in China
which is known for its deep red color, these items are created
using an alabastrite polyresin. Hong Tze pieces are highly polished,
further bringing out the intense deep red color.
Jade
Porcelain: Jade porcelain is a type of porcelain made
with a finer clay. Usually no glaze or only a colorless glaze
will be applied at the final firing to show off the very smooth
surface and to preserve the translucency. Jade Porcelain is used
for nightlights because of its high degree of translucency when
lit.
Patchwork:
European designer fabric is stretched over ceramic or porcelain
figurines, then coated with twelve layers of lacquer. Each application
of lacquer is hand polished, for a rich shine and an ultra-smooth
finished texture. The texture of the final pieces, not felt, because
of the twelve layers of lacquer covering them.
Porcelain:
Fine ground white clay, molded and fired in an oven for eight
hours at 1200 degrees. Finished with a glazed, underglazed, or
"bisque" finish. Glazing produces a high gloss; underglaze produces
a matte finish. Bisque is a matte finish without glaze. After
finishing, the item is "cooked" for six hours at 800 degrees.
Stoneware:
White clay with fine ground stone. Working with stoneware demands
great expertise, and is in fact becoming a lost art. Stoneware
is safe to use in microwave and conventional ovens.
Gold:
The ultimate precious metal. Virtually indestructible, amazingly
malleable, doesn't rust or tarnish. Graded by purity; in the USA
a scale of 24 is used, meaning 24 Karats (24K) is 100% pure. 18K
is 18 parts gold and 6 parts alloy (other metals), and so on.
10K is the legal minimum for Karat-graded gold. The word "Plumb"
indicates the exact purity of the piece.
Sterling
Silver: To qualify as "sterling" a given piece must
be composed of at least 92.5% pure silver.
Cubic
Zirconia: The most successful simulated diamond. Properties
such as refraction, hardness, and specific gravity are remarkably
similar to diamonds. Cubic zirconia are very hard to distinguish
from diamonds; sometimes a jewelers loop will be needed to see
the difference.
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Are
your products safe? What is California Prop 65?
A.
Yes. Aspen Country products meet or exceed all
USA Federal safety guidelines and standards including standards
for food safety. Some ceramic glazes may contain trace
levels of lead or cadmium pigment, well within the federal safety
guidelines.
To
comply with California’s strict Prop 65 warning requirements,
we are required to post the following notice:
Important
Note to California Consumers of Aspen Country products:
The materials used in the decorative glaze on a few of our ceramic
items contain lead and/or cadmium.
Aspen
Country has included California Prop 65 information in the product
description of all items that may contain trace amounts of lead
or cadmium. "Warning: These products contain a chemical known
to the State of California to cause cancer and/or birth defects."
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How
do I add a link to Aspencountry.com at my site?
A.
Please use the following info:
"Home
& Garden" Category or "Home Decor" Category
Aspen
Country Home & Garden Decor - Distinctive
home decorations, theme decor, garden statues and rustic lawn
ornaments, kitchen ceramics, decorative bookends and office accents,
wildlife figurines, art sculptures and unique gifts.
http://www.aspencountry.com/
Will
Aspencountry.com link to my quality related site?
A.
Aspencountry.com
is happy to add text links to quality sites focusing in the Home
and Garden theme, Home Decor, Unique Gifts, Handcrafted Items,
and Family Resources categories. If you'd like us to link to your
site, please e-mail
us. Include your site's title, full URL, a brief description,
URL to your links page, and suggest
a category for your site. Thanks in advance!
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I
sell a unique product. How do I submit an item to Aspen Country
Gifts?
A.
To submit an item for our online store, please send an
e-mail to the attention
of Mr. Murray Ellis. Please do not send e-mail attachments.
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