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Using our online shop
How do I contact Christmas Loft?
How do I find a product?
How do I find an item if I already know the item number?
What if I can't find what I am looking for?
How do I know if a product is available?
How do I enlarge an image?

Placing an order
How do I place an order?
Can I order by phone?
I forgot my login password. What do I do?
What method of payment can I use?
Will I be taxed on my purchases?
Can I change an order that has already been submitted?
When will my credit card be charged for an order?
How do I get a final invoice for a purchase?
I am a reseller, can I buy inventory from ChristmasLoft.com?

Shipping
What are my shipping options?
How are my shipping costs calculated?
Where will my order ship from?
Can I track my order?
What do I do if my order is late?

Returns
What if my package is damaged when it is delivered?
What is your satisfaction guarantee?
How do I return items I am not satisfied with?
What if the product is defective or I received the wrong items?

Security and Privacy
Is it safe to provide credit card information online?
How does ChristmasLoft.com use my information?
What are "cookies" and how does ChristmasLoft.com use them?

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How do I contact Christmas Loft?

The Christmas Loft strives to provide the very best service to our customers. If you do not find the information you are looking for in this section or if you are in any way disappointed with the service you have received, please contact us.

Our Customer Service Elves are available to help you
Monday - Friday from 8:30 AM to 4:30PM (EST) at:
info@christmasloft.com
1.800.962.6180
fax: 1.802.988.4134

If you have a question during the hours when our elves are not available, please leave us your contact information and we will call you back during our customer service hours.

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How do I find a product?

There are two ways in which you can find products at ChristmasLoft.com:

  1. Browse through our product lines
  2. Use our search function
All of our main product lines are listed on the left-hand side of our web page. Our products are listed by item type and by collectible line so that you can quickly find the items you are looking for. You can view the items in each category by clicking on the category name. You can also view a list of all our categories and subcategories by clicking on the "SHOP" icon at the top of the web page.

To search for an item, simply enter the name of the item in our search window located near the top of the page and click "GO".

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How do I find an item if I already know the item number?

If you know the ChristmasLoft.com item number for a product, you can find that item easily on our web site by clicking on the "GO" button next to the search window. This will bring you to our Advanced Search page where you can enter the item number in the search window, check the "Product Code" box, and press the search button.

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What if I can't find what I am looking for?

We try to place our most popular items online but at this time we are unable to sell our complete retail product line on the internet. If you are looking for something you saw in one of our stores, we may still be able to get it for you. Please send an email with a description of the product and the product number if available to sales@christmasloft.com, or give us a call at 1.800.962.6180.

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How do I know if a product is available?

Though we are not currently able to automatically update our products to indicate whether or not they are currently in stock, we will send you an email when we receive your order if any of your purchases are either out of stock or on backorder.

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How do I enlarge an image?

While you are browsing through products in a category, it is possible to view a larger picture of an item by clicking on the underlined name of the item. This will bring you to a larger view and a description of the product.

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How do I place an order?

Placing an order at ChristmasLoft.com is very simple:

  1. Browse through our products and click on the name of the product you would like to buy.

  2. Enter the quantity you would like in the window.

  3. Click the "ADD" button to add the item to your cart.

  4. You should now be viewing your shopping cart contents.To change or remove items, adjust the quantity and hit "UPDATE." You can continue shopping by clicking "CONTINUE SHOPPING."

  5. Place your order by clicking "CHECKOUT" to begin the process of placing your order.

  6. Enter your billing and shipping information in the indicated spaces.
    Fed Ex does not ship to PO Boxes, please enter street address in Shipping information.

  7. Enter your payment information and any comments. Gift Certificate Number and Discount Fields are not activated.

  8. Click "SUBMIT ORDER" and you're done!

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Can I order by phone?

Of course! Christmas Loft Customer Service Elves are available Monday-Thursday from 8:30 A.M. until 4:30 P.M. to help you with any questions and to take your order. Your call goes directly to our main offices, not an answering service, so you are guaranteed to reach someone who can answer your questions.

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I forgot my login password. What do I do?

If you have forgotten your password and would like to sign in to retrieve your account information, just click here and you will be taken to a screen where you can enter your email address to have your password sent to you.

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What method of payment can I use?

We accept: Mastercard, Visa, and Discover online. Special arrangements can be made for other payment methods. Please call us for information: 1.800.962.6180.

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Will I be taxed on my purchases?

We are required to charge sales tax on all orders shipped to Vermont. All orders shipped to other states are tax-free.

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Can I change an order that has already been submitted?

We process and ship orders as quickly as possible, but if you call or send us an email immediately after you place your order, we may be able to make adjustments. We will do our best to help you with order changes, but cannot be held responsible for changes submitted after your order has shipped.

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When will my credit card be charged for an order?

You credit card will not be charged for items until they leave our warehouse.

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How do I get a final invoice for a purchase?

You will receive an invoice with your shipment.

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I am a reseller, can I buy inventory from ChristmasLoft.com?

We are often able to offer special prices for high volume purchases. Please contact us if you would like more information. We will do our best to accommodate all customers, but we do reserve the right to limit quantities to resellers on certain products.

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What are my shipping options?

We currently ship via Fed Ex for all orders within the continental United States. All orders require 1-3 business days to leave our warehouse. You will be notified within two business days if any of the items you ordered are out of stock or require additional processing time. We currently offer the following shipping options:

SHIPPING METHOD TRANSIT TIME
Fed Ex Ground

2-10 Business Days

Orders shipped to APO, FPO, Puerto Rico, Hawaii, Alaska, and Canada are shipped via US Postal Priority Mail service. These charges will not be included in the freight cost quoted by the shopping cart. A $15.00 shipping surcharge will be added to your normal shipping costs. Please allow 2 weeks for delivery.

At this time we are unable to ship outside the United States and Canada. Any order that has a surcharge associated with it may only be shipped Fed Ex Ground in the Continental U.S.
Over sized items cannot be shipped 1, 2 or 3Day, only Fed Ex Ground.

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How are my shipping costs calculated?

Order Subtotal Shipping Charge (US) Shipping Charge (Canada)
$0.00 - 11.99 $6.95 $21.95
$12.00 - 25.00 $11.95 $26.95
$25.01 - 50.00 $16.95 $31.95
$50.01 - 100.00 $21.95 $36.95
$100.01 - 300.00 $29.95 $44.95
$300.00 and above 11% 11% + $15.00
3-Day Service* 3 x the Ground Shipping Charge Not Available
2-Day Service* 3 x the Ground Shipping Charge Not Available

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Where will my order ship from?

All orders ship from our main warehouses in Jay, Vermont, 05859.

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Can I track my order?

Fed Ex does provide tracking numbers for all shipments. Currently, we are only able to provide these numbers to our customers over the phone. Please call us and we will be happy to provide you with your order tracking number.

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What do I do if my order is late?

We do everything possible to get your orders to you on time but sometimes orders are delayed or the shipping company is unable to deliver them. Please contact us immediately if you have not received your shipment.

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What if my package is damaged when it is delivered?

ChristmasLoft.com does its best to package your items carefully but accidents do happen. If your order does not arrive in perfect condition, we will replace it or refund your money at no cost to you. Please refer to our Return Policy section for instructions on how to return your merchandise.

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What is your satisfaction guarantee?

ChristmasLoft.com prides itself in customer satisfaction. If for any reason you are unsatisfied with your purchase, you may return it to us for credit, replacement, or a refund

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How do I return items I am not satisfied with?

To return an item to The Christmas Loft:

  • Call our main office at 800-962-6180 (Monday thru Friday, 8:30am-4:30pm0 for a Return Authorization number.
    Fill out the return form included with your order.
  • Carefully package your item in it's original packaging.
  • Place a copy of your invoice in the box.
  • Securely attach the return label to your package.
  • Ship your items to us via the postal service, Fed Ex or UPS (you may call us and we will schedule a Fed Ex pick-up for you).

To ensure that we are able to offer you full credit please:

  • Keep products in new condition.
  • Return products in manufacturer's original packaging and
    include all components originally packaged with the product
  • Do not write or mark the packaging, contents, or cards
  • Package your items VERY carefully.

We will credit your account upon receipt of your merchandise. We are not able to offer credit for return shipping costs if your order reached you correctly and in good condition. We are only able to offer Christmas Loft credit (not a refund) if you no longer have your original invoice.

Please contact us at info@christmasloft.com or call us at 1.800.962.6180 if you have any questions about your return.

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What if the product is defective or I received the wrong items?

If there is any problem with your order when it reaches you, we will pay all costs, including shipping, to replace damaged items or correct our mistakes. Simply follow the return instructions above to return your merchandise for either credit or replacement.

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Is it safe to provide credit card information online?

ChristmasLoft.com is a VeriSign Secure Site and we use encryption to protect the information that you provide us. Your information is encoded as it travels across the internet and is not decoded until it reaches our servers safely. This is the same process used for some of the most sensitive information in the world. When you swipe your card at any retail store, it is also encrypted as the information travels across phone lines to your credit card company. This process is very similar to that which we use on our site and there is reason to believe that submitting your credit card on a secure web site is any less safe.

BizRate Customer Certified (GOLD) Site

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How does ChristmasLoft.com use my information?

ChristmasLoft.com gathers customer information in 6 different ways:

  1. In our Account Registration section
  2. In our Checkout section
  3. In our Mailing List sign-up section
  4. On our message boards or chat rooms
  5. Via customer emails
  6. Over the phone

The information provided in all of these manners is used only to contact you regarding your account, ship merchandise, respond to questions or concerns that you submit, and send mailings or catalogs if you have requested them. You will receive mailings, catalogs, and/or emails from us only if you have agreed to received them and you may ask to be removed from any of our mailing lists at any time.

Information which you post on our message boards or chat rooms can be viewed by outside parties and The Christmas Loft is not responsible for protecting information posted in these locations.

We may use information about your visits to create statistics which we use to evaluate our site. These statistics are used internally and do not contain any personal or contact information.

Payment information, such as your credit card number, which you submit to our site will be shared with financial institutions as necessary to complete transactions.

Your personal information will not be disclosed to outside parties other than those outlined above.

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What are "cookies" and how does ChristmasLoft.com use them?

In order to personalize your experience at ChristmasLoft.com, it is necessary for us to be able to recognize you when you visit us. In order to do so, we use cookies as identifiers. A cookie is a small text file which is sent to your browser and stored on your computer. If your browser is configured to enable cookies, than the text sentis added to the appropriate file. ChristmasLoft.com can only read cookies that come from our servers and cannot access any other information on your computer. Other web sites cannot access the information that ChristmasLoft.com has placed on your computer.

We use our cookies to let us know that you have visited our site and to greet you when you arrive. Cookies are also used to keep track of items in your shopping cart and to provide you with your account information when you are signed-in.


The Christmas Loft ユ 44 Beadle Hill Rd ユ Jay,VT 05859
Phone: 800.962.6180 ユ Fax: 802.988.4134
Customer Assistance: info@christmasloft.com : 800-962-6180 © copyright Christmas Loft 2004
 
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