Shipping & Return Policy
Autograph's Hours of Shipping: 8 am to 4:00 pm.
Autograph ships by UPS and FedEx and our Preferred Truck Carriers. Prices do not include freight. Freight charges are determined after product is packed and weighed. Estimated freight charges are given at customer's request, but are not final.
Oversized Cartons: An additional 7.00 per carton handling fee for cartons 60" in Length is now a standard charge for ground shipments by UPS. Residential shipments will be assessed an additional charge.
Ground charges can be prepaid and added to the invoices of customers with approved credit (UPS or FedEx). For credit card, wire, check, or EFT shipments, a freight estimate will be added to the order before the check is requested or the credit card is authorized.
RUSH DELIVERY OR AIR SHIPMENTS:
Rush orders required to ship by air MUST be placed and confirmed by noon EST. There is a $15.00 Handling Fee for Rush Shipments. All Air Shipment charges are the responsibility of the customer. Puerto Rico, Hawaii, Alaska and some International orders may be shipped by air, unless otherwise specified by the customer.
Freight charges on truck shipments will be sent “prepaid" unless other arrangements are made. Residential shipments will be assessed an additional charge from the freight carrier. Shipping estimates Do Not include Inside Delivery Service or any other special services. Lift-gate or Inside Delivery services are additional fees that will be charged or billed to the customer if services are used. These charges may be billed separately from the original invoice.
Autograph sells to the trade only and recommends shipping to commercial businesses only. Autograph can not be responsible for shipments sent to customers with home businesses. Autograph has no control over when shipments will be delivered to the home, additional charges from the carrier, gated communities access, or the knowledge of when the customer is not available at home to accept the delivery. Therefore, customers with home businesses must assume own risk and will incur any additional charges made by the carrier. Residential deliveries require a signature at delivery and are inspected and shipped to be free of defects.
Autograph is NOT responsible for lost or damaged packages shipping to residential addresses. Please make arrangements to be home when merchandise is delivered.
SELF PICK UP:
We offer self pick up for those that want to come get their products. Here are our terms:
1. Customer will be contacted by sales department when order is ready for pick up.
2. Pick up hours are Monday through Friday - 8:30 am to 4 pm. Shipping dock closes by 4:30 pm.
3. Payment must be paid prior to pick up.
4. Items are packed and inspected by QC to prior to pick up.
5. Please allow up 1 to 3 business days to ship regular orders and additional time for larger volume orders. Custom-made items may take 2 to 4 weeks.
Our cartons are carefully designed to protect the trees from damage during shipment. Wooden crates are necessary for most trees 9' and larger. Please ask for quote. A reboxing charge of 7.50 applies to all trees indicated with a ∗ in the price sheet, when ordered individually.
REFUSED SHIPMENTS/RE-CONSIGNED SHIPMENTS:
Customer is responsible for all freight charges on refused or re-consigned shipments. All refused shipments are subject to 20% restocking fee and freight charges both ways.
All returns must be authorized within 10 days of receipt of shipment for a credit, less any applicable shipping charges. A 20% restocking fee will be assessed on returns. Please call to get a return authorization number BEFORE you send back the items. Mark the outside cartons with the (RMA) return authorization number. Authorized returns MUST be shipped within 10 days from return approval date to our shipping address. Unauthorized returns will be refused. Christmas returns will not be accepted after December 21st, 2017. Any items that are used or improperly handled, or damaged due to improper care will not be eligible to be returned.
Boxing and Repackaging Return Items:
All Returns Must Include the Original Box That Was Shipped. Improper repackaging of items will not be accepted by Autograph. If you are unable to use Autograph’s original box, please notify Autograph before you return the item.
** DO NOT THROW AWAY ORIGINAL BOXES! ** Discarding boxes and/or product will result in loss of up to a full refund on the merchandise.
YOU MUST INSPECT CARTONS AND PRODUCT BEFORE SIGNING A DELIVERY RECEIPT OR BILL OF LADING. Our products are inspected and shipped from our facility in good condition. Claims for damaged goods are the responsibility of the carrier. In the event of damage, please mark “damaged” on the shipping receipt before the shipping clerk leaves your facility. Then, notify Autograph immediately. Avoidance of this procedure will exempt Autograph from any responsibility.
If your return is a quality issue, you must notify Autograph within 10 days upon receipt of your shipment. Defective items may be returned, at Autograph’s discretion for: credit, replacement, or repair. Autograph will issue a return number then give you further instructions for packaging and shipping.
There are some items from Autograph such as, but not limited to, plants or trees on natural wood, flowering plants, Christmas ornaments, grasses, containers, etc. that are handcrafted and have slight cosmetic variations in color, texture, or finish that are common in nature to handcrafted items. These cosmetic variations are not considered defective or flaws.
Product replacements or repairs will be arranged by Autograph and shipped once the original package has been received/inspected at our facility. For package pickups, shipment must be ready. Additional shipping costs will be incurred by the customer due to missed pick-ups.
If customer requires merchandise sooner, please refer to “CROSS-SHIPPING” instructions.
CROSS-SHIPPING - Exchanges/Replacements:
Exchanges and Replacement items will be charged before shipping. An exact replacement item or an item of similar value may be shipped “PREPAID” only if the returned item is shipped first by the customer, then received and inspected at our facility.
Credit on Returned Items:
Authorized returned merchandise will be credited upon receipt of shipment. A credit less the restocking fee will be issued in the same manner as payment was made for the purchase. For credit card purchases, your credit amount may not show on your statement until the next billing cycle. Unauthorized returns or authorized returns received at Autograph’s facility past 30 days from RMA issued date will not be accepted and will not receive any credit.
Custom-made Items AND Modification of Product:
Autograph Foliages reserves the right not to accept any returns and/or offer any refunds for any custom made-items or modified items shipped to the customer. Modified products such as, fire-treated foliage, spray painted foliage, and potted plants or trees in plaster bases are considered special services offered by Autograph Foliages. All artificial plants and trees are manufactured according to the specifications of Autograph Designs and are inspected before shipping to be free of defects.
Containers: Autograph's containers are not waterproof. Autograph will not be responsible for damages due containers filled with liquid.
Silk/Polyester/Indoor Foliage: Autograph does not recommend any silk indoor foliage for outdoor use unless otherwise noted in our catalog. Autograph will not be held responsible for any damages to silk foliage caused by outdoor weather, or sun fading.