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Home > Customer Service
 

Customer Service

arrowContact Us

Online
via Contact Form

Send email to: sales@emuseumstore.com

Call toll-free: 1-800-227-9196 or 909-944-4994. Customer Service Team is available from 9 am - 5 pm Pacific Standard Time (California) from Monday through Thursday and 9 am - 1 pm on Friday.

Send a Fax: 309-210-7477

Mail: eMuseumStore.com, 9155 Archibald Ave., STE. 306 Rancho Cucamonga. California 91730 USA

arrowOrdering
How to Order
Order Issues
Where to enter Promo Codes
How will you Confirm My Order?
Do you ship to destinations outside of the US and what is the cost?
How long to receive my order?
Do you offer Expedited Shipping?
If I order a gift, will my recipient see the price?
Sales Tax
Payment Methods
Order Tracking
Multiple Product Order

arrowServices & Guarantees
100% Price Guarantee
Gift Message & Wrapping
Privacy Policy
Terms of Use
Order Acceptance Policy
Out of Stock Products
Pricing Disclaimer
Typographical Errors
arrow Customer Areas
Member Login
Gift Registry
Rewards Program

arrowShipping & Returns
Shipping & Service Charges
Standard
Expedited - US Delivery
Alaska, Hawaii & Puerto Rico
Canada

PO Boxes / APO Boxes
International
Direct Shipped Items
Packaging, Insurance, Carriers
Damages in Transit

Returns & Exchanges

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arrowOrdering

We offer several ways for you to order our products:

Online via our Secure SSL Shopping Cart
We use a Secure Sockets Layer (SSL) in our shopping cart. SSL creates an encrypted link between a web server and a web browser to ensure that all data transmitted remains private and secure. Millions of consumers recognize the "golden padlock" which appears in their browser to indicate they are viewing a secure web page. The "golden padlock" will appear on the page where you enter your sensitive credit card information.

For each order you place, you will be asked for your credit card number because we do not store this information online. Our website meets PCI requirement standards for proper handling of customer credit card information. Once you have entered your information, our customer service staff will only be able to see the last four digits of your credit card for your safety.

By Telephone
If you prefer to speak with a "real person" when giving out your information, we welcome our phone call to our Customer Service Team. We will be happy to assist you and answer your questions from Monday through Friday, 9 am - 5 pm PST (California) at 1-800-227-9196 or 909-944-4994.

By Fax or Mail
If you prefer to fax or mail in your order, click on the link below to download an order form. Our Customer Service Team will email a confirmation of your order with an estimated shipping date. Our mailing address is: eMuseumStore.com, 9155 Archibald Ave., STE. 306 Rancho Cucamonga. California 91730 USA.

order for for download
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You will need the Adobe® Acrobat® Reader Plug-in installed in your browser to receive the download. Download PDF Reader®

What do I do if I have a problem with my order?
You can submit your questions through our online Contact Form. We will respond within a few hours during business hours. Our Customer Service Team is also available via phone from 9 am - 5 pm Pacific Standard Time (California) at (800) 227-9196 or (909) 944-4994. We enjoy establishing personal relationships with our customers.

Where do I enter promotional codes to receive an advertised discount?
You will enter this on the page where you view the contents of your shopping cart. First add the item(s) that you want to purchase into your shopping cart, and then enter the promotional code. You will see the discount applied a couple screens later.

Periodically, we offer special promotions and discounts for a limited duration. All orders which qualify for a promotional discount must ship to one address, must be purchased in one shopping cart, and cannot be combined with other promotional offers unless noted. Promotional discounts cannot be retroactively applied to prior orders.

How will you confirm my order?
All orders placed online will be confirmed via email if a valid email address is included with the order. If you do not receive an automated email, it may have been blocked by your email program or the email address is invalid. Check the status of your order: Check Order Status

Do you ship to destinations outside of the US and how much does this cost?
Yes, we ship to international destinations. Add the items you want to purchase to your shopping cart and the cart will calculate the shipping amount. The shipping charges will not include any duties or taxes (if applicable) charged in your country at the time of receipt. Read more about international shipments.

How long will it take for my item(s) to leave the warehouse and arrive at my location?
We stock many items in our California warehouse and ship these items within one to two business days. Many other items ship within two to three business days based on our weekly incoming shipments. Hard to get items, special orders and custom orders require two to four weeks or longer. Each item on the website gives an estimate of how many days it takes to prepare the order before it ships. For example, "Usually ships in 1 to 2 Business Days" or "Usually ships in 2 to 4 weeks". If you require delivery by a certain date, please note this during the checkout process in the order comments box. We will try to accommodate your request.

Time in transit estimates: 1-3 business days to West Coast, 3-5 business days to the Midwest, 4-6 business days to East Coast

Shipping Time -- While we make every effort for your order to leave a warehouse in a timely fashion, we cannot guarantee when an order will arrive. Once we turn the order over to the shipping carrier, they will make a best effort to deliver within their estimated time frames. If there is a delay due to issues with delivery, weather delays or carrier fault, we cannot be responsible for these issues. Consider any shipping or transit time offered to you by eMuseumStore.com or other parties only as an estimate. We encourage you to order in a timely fashion to avoid delays cause by shipping or product availability.

Do you offer expedited shipping such as Overnight or 2-Day?
We offer these services whenever possible. Given the wide variety of items available, it is best to phone us at 1-800-227-9196 or 909-944-4994 or via our online Contact Form for these special options. We will be happy to accommodate your request whenever possible and provide a shipping price and estimated delivery date.

If I send a gift, will my recipient see the price?
When you place an order which will be sent to a name different from yours, we do not include pricing with the shipment.

Sales Tax
Appropriate state sales tax will be added to orders shipped to residents of California.

Payment Methods
VISA, Mastercard, American Express, Discover, UnionPay, Paypal, Google Checkout, Amazon Checkout, Money Order, Personal Check, and International Checks drawn in $US funds.

Order Tracking
Login to your account online and you will see the current status of your order. If you have any questions or would like an estimated date of shipment, we would be happy to provide this through our Customer Service department.

Multiple Product Order
For a multiple product order, we will make every attempt to ship all products contained in the order at the same time. Products that are unavailable at the time of shipping will be shipped as they become available, unless you inform us otherwise. You will only be charged for products contained in a given shipment, plus any applicable shipping charges. You will only be charged for shipping at the rate quoted to you on your purchase receipt. The entirety of this shipping charge may be applied to the first product(s) shipped on a multiple shipment order.

For international order, we typically wait until we have all the items you ordered in stock so that we can consolidate the shipment. This reduces customs brokerage fees for the international recipient.

Order Acceptance Policy
Your receipt of an electronic or other form of order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. eMuseumStore.com reserves the right at any time after receipt of your order to accept or decline your order for any reason or to supply less than the quantity you ordered of any item.

Out of Stock Products
We will ship your product as it becomes available. Usually products ship within 2 to 5 business days excluding Saturday, Sunday or any major holiday. However, there may be times when the product you have ordered is out-of-stock or is designated as a Special Order / Made to Order product which will delay fulfilling your order. We will keep you informed of any products that you have ordered that are out-of-stock and unavailable for shipment within the timeframe estimated by each products. You may cancel your order at any time prior to shipping.

Gift Message and Gift Wrapping
On any order, your gift message can be included at no charge. Simply request it in the comment field on the order form and it will be hand written on our gift card. Gift wrapping may be available for an item if it ships from our California warehouse. Add a comment during checkout and we will gift wrap (if possible) for +$4.95 service charge. Due to the wide variety of objects we sell, gift wrapping in not always available. When an item is not eligible for gift wrapping, we reserve the right to ship your item without gift wrapping and without notifying you prior to shipping.

100% Price Guarantee
eMuseumStore guarantees you the lowest prices on everything we sell. If you find an the identical product, including manufacturer, part number, color, fabric, packaging, etc. elsewhere (before or within 30 days of your purchase), you will be eligible for our "100% price protection" program.

The price you wish us to match must be verifiable on the Internet or through a printed advertisement. The competitor's advertisement must be current.

*Price adjustments are limited to one price match per item within the 30 day period.

Competitors coupons or promotions for first time or one time use, will be considered non-verifiable and therefore not accepted for the low price guarantee.

NOTE: Please allow 7-10 business days following your price match request for your refund to be processed. Price matches will not be honored on "Going out of business", "Liquidation Sales", companies in distress, or auction sites. eMuseumStore.com reserves the right to deny any price match on an item that is not in stock with a competitor or does not meet the criteria of our 100% Price Guarantee Policy.

Pricing Disclaimer
All pricing subject to change. For all prices, products and offers, eMuseumStore reserves the right to make adjustments due to changing market conditions, product discontinuation, manufacturer price changes, errors in advertisements and other extenuating circumstances.

Typographical Errors
In the event a product is listed at an incorrect price due to a typographical error or error in pricing information received from our suppliers, eMuseumStore.com shall have the right to refuse or cancel any orders placed for product listed at the incorrect price. Our store shall have the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is canceled, our store shall immediately issue a credit to your credit card account in the amount of the incorrect price.

arrowShipping & Service Charges

Standard - US Delivery
We stock many items here and ship these items within one to three business days of receiving your order. Many other items ship within three to five business days. Hard to get items, special orders and custom orders require two to four weeks. If there is an unexpected delay, we will contact you by phone or email.

NOTE: During the holiday season, we are very sensitive to your "gift giving deadline". We watch your orders with great care. If your items will not be available for delivery before Xmas, we will notify you as soon as possible. We can provide a color gift card with a color picture in the event of a delay.

Here is the shipping and handling table we use.

Merchandise TotalShipping & Service Charges
Orders up to $29.99$7.95
$30.00 to $44.99$8.95
$45.00 to $54.99$9.95
$55.00 to $64.99$10.95
$65.00 to $99.99$12.95
$100.00 to $134.99$14.95
$135.00 to $174.99$16.95
$175.00 to $249.99$20.95
$250.00 to $349.99$24.95
$350 and over8%
Oversized and heavy items may be subject to additional shipping and service charges. The surcharge is marked with this icon on the item description page.

Expedited - US Delivery
Some items are available for expedited premium delivery to arrive at US destinations within 1 to 3 business days. Contact our Sales Department to inquire if expedited delivery is available at Contact Form or phone us at 800-227-9196. We will be happy to accommodate your request whenever possible and provide a shipping price and estimated delivery date.

 

Alaska, Hawaii and Puerto Rico
Orders destined for Alaska, Hawaii and Puerto Rico ship via Priority Mail. The transit time is typically 3-5 business days. The shipping and handling for these orders is based on weight. The shopping cart will calculate your rate before you complete your transaction. If you want to see your rate, put your items in the shopping cart. However, if you would like personal assistance, we welcome your inquiry via our online Contact Form or phone us at 800-227-9196 or 909-944-4994 (9 a.m. to 5 p.m., M-TH, 9 a.m. to 1 p.m., California / PST).

Post Office Boxes | APO's
We ship many of our items to PO Boxes and APO (Military PO Boxes). We will send your shipment either via the post office or via Fedex Smart Post at our discretion. Please allow extended transit times. Your order will have a delivery confirmation number and it will be partially trackable when it is in transit. Large and oversized items may not be deliverable to PO Boxes or APO addresses. Please either contact Customer Service if you have any questions before you place the order. Or preferably, please your order and we will contact you if there are any questions or issues. Deliveries to APO boxes have customs forms and may require duties or taxes at the time of delivery.

Canada
Orders destined for international destinations ship via Priority Mail International (approximately 1-2 weeks in transit + customs processing) or International Express Mail (approximately 4-6 business days in transit + customs processing). Duties and Taxes: Taxes, duties, customs and brokerage fees associated with ordering merchandise from the US will be the responsibility of the receiver.

If you want to see your rate, put your items in the shopping cart. The shopping cart will calculate your rate before you complete your transaction. However, if you would like personal assistance, we welcome your inquiry via our online Contact Form or phone us at 909-599-6434.

International
Orders destined for international destinations ship via Priority Mail International (approximately 1-2 weeks in transit + customs processing) or International Express Mail (approximately 4-7 business days in transit + customs processing). Duties and Taxes: Taxes, duties, customs and brokerage fees associated with ordering merchandise from the US will be the responsibility of the receiver.

If you want to see your rate, put your items in the shopping cart. The shopping cart will calculate your rate before you complete your transaction. However, if you would like personal assistance, we welcome your inquiry via our online Contact Form or phone us at 909-944-4994.

NOTE: We reserve the right to cancel your international order if we are unable to provide safe transport to your country via our standard shipping methods or if the item exceeds size restrictions via our economical shipping methods.

We stock many items in our warehouse. However, some items are direct shipped to US customers. If an international customer selects one of these items, there will be a delay before your order is shipped as we need to bring them to our California warehouse and then reship them to you outside of the US.

Direct Shipped Items
Larger statuary items and oversized or bulky replicas are "Direct Shipped" to you by our manufacturers, so additional time is required. Please allow 3-4 weeks. You will be notified by email of any delay over 30 days.

Packaging for Our Shipments
We are very careful about how our items are packaged and shipped. The merchandise is either bubblewrapped, secured in a styrafoam injected box or double-boxed for safe transit. After ten years of shipping merchandise around the world, we have learned how to properly wrap, package, cushion, tape, and secure our items. We take every measure to ship our items without breakage in transit!

Insurance & Shipping Carriers
For shipments to the US, we ship our items "insured" via UPS, FedEx, Priority Mail or Trucking Service. For international shipments, we ship via "insured" Priority Mail International or Express International. **We select the most economical method with the best service based on your order.**

Damages to shipment
We insure all of our shipments. Please do not send back a damaged item until you have contacted us for instructions. We are sorry that there has been an issue and will gladly help you to resolve this!

If you receive a damaged item, please either:

Phone us at 1-800-227-9196 or 909-599-6434 and we will make arrangements with you for the return and replacement of the damaged item.

or

Login to your account on our website.
Click on the Order Number with the issue.
Click on the button named "Add New RMA".

Your additional responsibility:

You are required to put the item back into its original packaging (both interior and exterior shipping boxes) in order to process a damage claim. For UPS, Fedex, and USPS shipments, you must retain the damaged item for 10 business days for shipping carrier pickup and inspection. For freight shipments via truck, you must retain the damaged item for 30 business days per freight company requirements.

Returns and Exchanges

Thank you for shopping with eMuseumStore.com. We want you to be completely satisfied with your purchase. If any product does not meet your satisfaction, we will accept your return with proof of purchase, and will replace it, refund the purchase price or credit your credit card for (15) days from the date of shipment. Shipping and handling charges are not refundable. Items must be packed well to avoid damage during return shipping. We reserve the right to reject the return of merchandise which is not in salable condition due to use and/or inadequate packing. Exchanges are treated as new orders and new shipping charges do apply.

Other return specifications:

  • Holiday Season -- For orders placed during the Holiday Season between November 15 and December 31, we extend our return policy until January 10.
  • Special Orders -- Special Orders have item(s) ordered especially for you which do not typically sell or is made for you in a finish you selected. Special Orders are not returnable unless special arrangements are made at the time of sale. Special orders will have a restocking fee of 25%.
  • Custom Orders -- Custom Orders have item(s) ordered with special modifications for you such as size, color, finishing, shape, detail or other custom specifications. The item has been custom tailored to your request and as such is not part of our regular product selection. Custom Orders are not returnable.
  • Sale Items -- No returns on sale items, exchanges only.

 

Please follow these return instructions:

1. Phone us at 1-800-227-9196 or 909-944-4994 and we will create a Return Merchandise Authorization in our system so that we are expecting your return.

or

Login to your account on our website.
Click on the Order Number with the issue.
Click on the button named "Add New RMA".

or

Complete the downloadable form below. Be sure to include your original order number, your name, address, telephone number, and return reason code.

Return Reason Code
1 - Damaged in Shipment
(keep all packaging & call for claim# at 800-227-9196
4 - Arrived too late7. Other - Please comment
2 - Defective - Please Comment5 - Wrong name on packing slip
3 - Wrong item sent6 - Not as expect - Please comment

* For damaged or defective items - please contact us before returning your item. Read these instructions. *

3. Indicate if you would prefer an exchange or credit / refund.

4. Return the item(s) in its original box along with the return / exchange form, and send it to the following address either by insured parcel post or by a traceable carrier to:

eMuseumStore.com
Returns Department
9155 Archibald Ave., STE 306 Rancho Cucamonga, CA 91730 USA

5. Please allow 10 business days to receive and process your return.

If you would like download a return form now, click on the link below:

link to return form downloadable
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If you would like additional assistance in returning a product, complete our online Contact Form or call us at 1-800-227-9196.