Customer Service

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.

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 Total	Shipping & 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 over	8%
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.

Returns and Exchanges