Customer Service

• Shipping & Delivery
• Privacy & Security
• Returns & Replacements
• Ordering
• Payment Methods
• Viewing Orders
• Updating Account Information

Shipping & Delivery

How long will it take for me to receive my order?

Orders are processed immediately and most orders are received in 5-10 business days. Occasionally products are discontinued or backordered and we will notify you immediately of this. Pre-Order Items are noted in red lettering at the end of their product description and will be handled just like normal orders with processing and credit card charges happening immediately but shipping will occur when the item becomes available and you will notified with a shipment confirmation email.

How much do you charge for shipping?

Click here to check shipping rates.

Can my order be shipped to a PO box?

No, sorry for any inconvenience, but UPS and FedEx will not ship packages to P.O. boxes or APO addresses.

Privacy & Security

What information do we collect? How do we use it?

When you place an order, we need to know your name, e-mail address, mailing address, credit card number, and expiration date. This allows us to process and fulfill your order and to notify you of your order status. We may also use the information we collect to occasionally notify you about important functionality changes to the website, new services, and special offers we think you'll find valuable. We do not share any personal information with any other company.

How do we protect customer information?

When you place orders or access your account information, we offer the use of a secure server. The secure server software (SSL) encrypts all information you input before it is sent to us. Furthermore, all of the customer data we collect is protected against unauthorized access.

Your consent

By using our website, you consent to the collection and use of this information. If we decide to change our privacy policy, we will post those changes on here so that you are always aware of what information we collect, how we use it, and under what circumstances we disclose it.

Returns & Replacements

How do I exchange or return an item?

Damaged or Defective Items

If your order arrives at your door damaged, broken or defective, we will either replace the broken parts if possible or ship out a new one completely at our expense. Requests for replacement parts will be processed as quickly as possible. Please note that we are not able to express ship replacement pieces. We work hard to make your shopping experience at www.thepurplepinecone.com an enjoyable one.

Credit and Return Time

Please give us some time to process your return/exchange. It takes about 10 business days for us to receive the returned or exchanged product back from you. Within 72 hours of receiving the item back in our store, you will receive an e-mail that reflects that your credit card has been credited. All refunds granted are for the purchase price of the product only and can only be issued to the credit card used at purchase. Please note: Some products such as custom made items cannot be returned or exchanged unless item was received defective, damaged or broken.

Canceling Your Order

If you have placed an order and would like to cancel it, please call email us at info@thepurplepinecone.com within FOUR hours of placing your order to cancel it free of any charges. Don't worry! Even after the four hours, our friendly customer service will do all that we can to stop the items from being processed and/or shipped but there is no guarantee that we will be able to stop it in time. Please allow us 10-14 days once we have received your return to process and credit your credit card.

Ordering

Payment Methods

Which methods of payment do you accept?

We accept Visa, Mastercard, Discover, and PayPal.

Viewing Orders

Updating Account Information