ORDERING
How do I place an order online?
Once you have selected an item you wish to purchase, click on the "Add To Cart" button associated with the item. Your item will be loaded into your PayPal shopping cart, and you may either resume shopping on The Copper Guild website or you may check out and complete your purchase through Paypal.
Shipping charges for small items will automatically be calculated and added by Paypal. Shipping charges for larger items must be calculated and charged separately after your item has been created and packaged for shipping. We will contact you by phone or email to let you know what the total shipping cost will be. Once the shipping monies are received by us, we will immediately ship out your order.
How do I place a custom or personalized order?
Please call with all custom and personalized orders so we can ensure that your instructions are carried out in detail. Custom and personalized orders require a deposit of 50%, which will be nonrefundable once your order has been processed and begun.
Can I place orders by phone?
Of course! We accept phone orders by calling (928) 310-4669. We can accept credit card orders by phone or email, and we will accept personal checks or money orders by mail.
Can you put a rush on my order?
If you need your item in a hurry, please call or email us during regular business hours, Monday through Friday. We will do everything we can to accommodate your request. To help avoid last-minute rushes, try using our easy and FREE gift reminder service!
What are my payment options?
We accept online payments through PayPal, which will accept most major credit cards. If ordering by phone or email, we will accept personal checks, money orders or credit cards. (Note: We require ten days for checks / money orders to clear the bank before proceeding with your order.)
Do you charge sales tax?
Yes. Arizona sales tax will be applied to your order.
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ORDER & TRACKING UPDATES
How do I check the status of my order?
We have no inventory "in stock" -- we make each order individually by hand as they are ordered. If you placed an order and haven't heard from us within two weeks telling you your item is completed and has been shipping, please feel free to contact us by phone or email.
Will I get a confirmation after I place my order?
Yes. Once you have completed purchasing your order through PayPal, you will automatically be taken to a confirmation page which you can then print out as proof of your order. We will also send you an email once your order has been completed and is ready to ship.
How do I change or cancel my order?
You may make changes or cancel your order as long as the piece has not yet been created or personalized. If your custom order has been started or personalized, we charge a 50% fee for changes or cancellations. We strongly suggest you call or email us immediately with any changes or cancellations so we can accommodate your request without any additional charges.
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RETURNS
What is your return policy for damaged items?
We pride ourselves on creating high-quality items, and we hope that you will be pleased with your order. When you receive your order, please inspect it carefully. If you find your item is severely damaged or defective in some way, please contact us immediately. We will do our best to make arrangements with you for the return and/or replacement of your item.
PLEASE NOTE: Shipping charges for returned items are the customers' responsibility. We do not refund shipping charges. No credit is given for return packages lost in transit, and nondefective items returned to us will not be shipped back to the sender nor be credited to their account. We strongly recommend you use a shipper with a traceable shipping method as we cannot be responsible for lost return items.
How long before I receive my refund?
After we receive your returned piece and our inspection verifies that your items is defective, you will receive an email confirming credit total. Credit will be issued in 3 to 5 business days. Please allow adequate time for your banking institution to process the credit.
Can I return customized or personalized items?
Due to the nature of these items (i.e. they cannot be resold), personalized pieces are non-returnable and non-refundable.
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SHIPPING
When does my order ship?
All pieces are custom made, and we don't begin the creation process until we receive your order. Please allow a minimum of three weeks for creation time, and longer for large fountains. When your item is completed and ready to ship, we will email you and notify you of any applicable shipping charges that have not yet been collected. (See "How do I place an order online" above.
Do you ship to PO boxes?
No. Our items are too large to fit in any standard PO boxes.
Do you ship to APO/FPO addresses?
Not at this time.
Do you ship to Canada and internationally?
We are making arrangements to ship to Canada and international addresses (copper roses and copper pet urns only).
Copper fountains will continue to be shipped only to addresses within the United States.
How is shipping calculated?
We calculate shipping costs based on weight and value. Insurance is required on all shipped items.
Because our copper fountains contain varying decorative elements, weights may vary. We will estimate your shipping cost at the time of your order, and provide you with a final calculation upon completion.
What are your shipping options?
Copper Roses and Copper Pet Urns: USPS, FedEx or DHL.
Copper Fountains: USPS, UPS, DHL, FedEx or a freighting company, dependant upon size and postal code.
Will the items on my order ship together or separately?
Only our copper roses may be shipped together. Our copper pet urns and copper fountains will not be combined.
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FAQ'S (Frequently Asked Questions)
Do you have a printed catalog?
Since no two of our handcrafted items are exactly the same, we don't have a printed catalog. However, we do have a tri-fold brochure available for our copper pet urns. If you are interested in receiving a copper pet urn brochure, please email us with your request.
Do you have an affiliate marketing program?
At this time we do not have an affliate program. We are hoping to launch such a program in the near future. If you are interested in becoming an affiliate to help promote any of our product lines, please contact us by phone or via email and we will notify you when our program has been implemented and let you know how you can become involved.
I am a vendor. How do I purchase items at wholesale costs?
We do supply items at wholesale prices so if you're interested in carrying The Copper Guild's art pieces, give us a call or send an email. We'll be happy to let you know our wholesale prices and policies.
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SECURITY & PRIVACY POLICY
The Copper Guild is committed to protecting your privacy and ensuring you have a positive experience on our web site. This policy outlines our personal-information handling practices for both online and offline data. If you give us personal information, we will treat it according to this policy.
We encourage you to read this privacy policy to ensure you understand our privacy practices.
Collection of your personal information
When The Copper Guild collects any personal information, we will express our need for the personal data at the point of collection. Personal information is any information that can be used to identify an individual, and may include, but is not limited to, name, email address, postal or other physical address, title, occupation, and other information required to provide a service, deliver a product, or carry out a transaction you have requested.
Use of your personal information
We will only use your personal information in the way we specified when it was collected. We will not subsequently change the way your personal information is used without your consent. Some of the ways we may use your personal information include:
- To provide the ability to contact you, and provide you with shipping and billing information.
- To provide customer feedback and support.
- To provide marketing promotional activities on our web site.
- To conduct questionnaires and surveys in order to provide better products and services to our customers and end users. Your completion of any questionnaires is voluntary.
- To understand more about you, so we can personalize newsletters and web sites to your preferences. For example, allow you the opportunity to request specific information on products and services that may be of interest.
- To allow you to forward information to another individual such as a friend or co-worker. The Copper Guild does not store the personal information of the third party. We collect the information for the sole purpose of sending a one-time email. If you choose to use our referral service to inform a colleague or friend, we will only ask for a contact name and email address.
Sharing your personal information
We do not sell or rent your personal information to third-parties for marketing purposes.
We may also share your personal information with authorized third-party agents or contractors in order to provide a requested service or transaction. For example, if we need to ship something to you, we must share your name and address with a shipping company. We only provide third-party agents with the minimum amount of personal information necessary to complete the requested service or transaction.
We may respond to subpoenas, court orders, or legal process by disclosing your personal information and other related information, if necessary. We also may choose to establish or exercise our legal rights or defend against legal claims.
Security of your personal information
The Copper Guild is committed to protecting the personal information you share with us. We utilize a combination of security technologies, procedures and measures to help protect your personal information from unauthorized access, use or disclosure.
When we transfer sensitive personal data (for example, credit card information) over the Internet, we protect it using Secure Sockets Layer (SSL) encryption technology.
While we strive to protect your personal information, we cannot ensure the security of the information you transmit.
We recommend you to take every precaution in protecting your personal information when you are on the Internet. For example, change your passwords often, use a combination of letters and numbers when creating passwords, and make sure you use a secure browser.
Questions or Comments?
Should you have any additional privacy-policy questions or concerns, please contact us. We strive to make your online transactions with The Copper Guild safe and secure.
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