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Home Page -> Customer Service
About Bone Clones® Ordering Information
Order on our Website: www.boneclones.com By Phone: 818-709-7991 or 800-914-0091 (USA customers only) By Fax: 818-709-7993 By E-mail: order@boneclones.com By Mail: Payment: We accept Visa, MasterCard and American Express. Checks or money orders can be mailed to us made payable to Bone Clones, Inc. Allow 10 days for personal checks to clear. Sorry, we do not ship COD. Educational institutions can fax, mail or e-mail us the Purchase Order. Our staff is ready and able to assist you Monday through Friday between 8 am and noon and from 1 pm to 5 pm (Pacific Time). If you would like to place an order, have questions about our products, or the status of an order, please call the numbers listed above. We will reply to voice mail messages and inquiries promptly and any messages left over the weekend will be responded to on Monday. You can also e-mail us at info@boneclones.com. When placing orders, please specify item number, description, and quantity. Sales tax will be added for delivery in California. Delivery Information
Domestic
General: Within 48 hours of placing an order, if an e-mail address has been provided, you will receive a Sales Order notice, which shows the (future) shipping date or an Invoice with tracking number, which indicates that your order is on its way. Your credit card will be charged on the day that your order is being shipped. Your address: Please provide us with your shipping and billing address (if different) and a daytime phone number and an e-mail address. Our preferred shipping method is to a street address. If you have special shipping needs, please advise us. Transit times: Bone Clones, Inc. manufactures all products sold on its website in its facility in California. Transit times vary depending on destination. Ground transport takes from 1 to 5 business days, one day locally and up to 5 days to the eastern United States. Please add this time to the estimated shipping date provided to you on the Sales Order confirmation of your order. Confirmations can only be made if you have provided us with your email address. Domestic Ground Charges:
Some of our products are considered "oversized" due to box dimensions (for example, rhinoceros or hippopotamus skull) and will incur additional shipping charges. We will be happy to quote you shipping charges for items that require special crating and shipping. Shipments within the USA are generally shipped via FedEx or UPS ground services. Rush orders: For expedited 2 day air service, add $20.00 to above charges. For next day air service, add $38.00. International
International Shipping Charges:
Shipping charges: These suggested shipping charges depend on size, weight, level of service and destination country; due to these factors, shipping charges may be vary lower or higher on the Sales Order Confirmation which you will receive within 48 hours. Please note that there may be additional charges, over which we have no control, in the recipient country such as customs duties, VAT taxes, etc. These additional charges are the responsibility of the recipient. Our commercial invoice indicates that Bone Clones® are educational products and, in some instances, this can impact the charges favorably. Refund Policy
If, within 10 days of the customer's receipt of the product, the customer decides that, although the product does not have any defects in material and workmanship, the customer is nevertheless not satisfied with the product, the customer should contact Bone Clones, Inc. at 800-914-0091(or at 818-709-7991 for international customers) and obtain a return merchandise authorization (RMA) number in order to return the product to Bone Clones. Bone Clones will, upon receipt of the merchandise from the customer, refund the purchase price of the item or extend credit to the customer in the amount of the purchase price of the item. The cost of return shipping of merchandise that is not defective is to be paid by the customer. Customer Satisfaction Policies: Return, Repair, and Replacement
Bone Clones, Inc. warrants that all of its products are free from defects in material and workmanship. We take pride in the quality and durability of our products and we want our customers to be satisfied. Even though we pride ourselves in taking care in designing, manufacturing, inspecting and shipping our merchandise, some of our customers may nevertheless for some reason be dissatisfied. If a customer discovers a defect in materials or workmanship of the product within 10 days of the customer's receipt of the product, the customer should contact Bone Clones, Inc. at 800-914-0091(or at 818-709-7991 for international customers) and obtain a return merchandise authorization (RMA) number so as to return the product to Bone Clones. Bone Clones will inspect the defective item and either repair it or replace it, at its option. Shipping costs for the return to Bone Clones and replacement of the item will be paid by Bone Clones, Inc. If, within one year from purchase of the product, the customer discovers a defect in the product attributable to the materials in, and/or workmanship of, the product, the customer should contact Bone Clones, Inc. and arrange to return the product to Bone Clones, Inc. Bone Clones, Inc. will inspect the product to verify the source of the defect, and if the defect was not the result of misuse, overuse, abuse, unauthorized modification, or improper storage, Bone Clones will either repair the product, replace the product, or, at its option, refund the purchase price or extent credit in the amount of the purchase price to the customer. If for any reason you wish to arrange for a repair of a Bone Clones product, please call us at 800-914-0091 (or at 818-709-7991 for international customers) and speak to a customer service representative. We will discuss with you the status of the product, the feasibility and likely expense of repair, and if you decide to go forward with a repair, we will make the necessary shipping and payment arrangements with you. Legal
All Bone Clones® products are produced by Bone Clones, Inc. in the USA and are protected under State, Federal and International trademark laws. Photos, text, descriptions or casts cannot be reproduced without the written consent of Bone Clones, Inc. Bone Clones, Inc. Privacy Statement
* Effective (January 1, 2005) We recognize and respect your need for privacy and security as you visit our site. When you visit our site to view any pages, read product information, or use our on-line calculators and tools, you do so without telling us who you are and without revealing any personal information. While we do not collect identifying information about visitors to our site, we do use standard software to collect information for the strict purpose of tracking activity on our site. This allows us to better understand how many people use our site and which pages and features are most popular. The only information we normally collect and store is:
There are instances when you may elect to provide us with personal information. If you order one or more of our products, or send us email, you are transmitting the information. This will typically include information like your name, mailing address, email address, the items you are ordering, and any other information necessary to fulfill your order and may include credit card information. Personally identifying information that you do not enter yourself should never be transmitted. And this is always your option; this information cannot be collected unless you specifically elect to send it to us. This information is used internally only for the purpose of fulfilling your order or for contacting you directly and is not given, sold to or shared with any other organization. When you submit personally identifying information via our online shopping cart, that information is encrypted, or scrambled, by your browser before it is transmitted back to our secure web site. This effectively prevents anyone from intercepting and reading any personal information about you. Note that this encryption does not take place if you send us email, but only when you use your web browser to order on-line. We hope you find our website useful and informative and we are always willing to answer questions and receive suggestions. If you have either, please e-mail us at info@boneclones.com. Thank you. * We reserve the right to change our privacy policy. A revised policy statement will only apply to data collected subsequent to its effective date. Any revisions will be posted at least 30 days prior to its effective date. | ||||||||||||||||||||