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Customer Services

CUSTOMER SERVICES

TABLE OF CONTENTS

1. Contact Us 
2. FAQ (Frequently Asked Questions) 
3. Our Promises to You 
4. Terms of Use 
5. Shipping and Tax 

Contact Us 

If you have questions, concerns or comments, please feel free to call or email us. We would love to hear what you think of our products and Web site - we welcome your constructive suggestions

General Information, Sales and Support:

info@orchidsandfriends.com

Hours of Operation:
9:00 a.m. - 5:00 p.m. EST
(Monday - Friday excluding Sundays & holidays)

Phone / Fax:
727-244-4284 or Fax 702-837-9306

Mailing Address:
PO Box 1559
Clearwater, Florida 33757
USA

FAQ (Frequently Asked Questions) 

How to Order
Just click the "picture" to see a larger picture of the item you are interested in. Then, when you are ready, press the "Add to Cart" button under to the product that you would like and follow the easy instructions. Once you're ready to check out, we will collect your shipping and billing information. When everything is completed, you will receive an order confirmation by email on what was ordered

When ordering, you may select multiple products, however, we can only ship to one address at a time. If you have more than one shipping address, you will need to place a separate order for each address being shipped to.

Payment Policy
We accept Visa, Master Card, American Express and Discover. 
This site is secured by PayPal thereby offering the highest level of encryption or security possible. This means you can rest assured that communications between your browser and our web servers are private and secure.

Can I pay by check or money order? 
Yes. Please send your check/money order to: Orchid & Friends / PO Box 1559 Clearwater, FL 33757. Please include the product number, name, color and quantity of items you wish to purchase, along with your name, shipping address, email address and phone number.

NOTE:  All CHECK ORDERS WILL BE DELAYED UNTIL CHECK CLEARS THE BANK.

Our Promises to You 

Privacy Promise: 
At orchidsandfriends.com, we honor and respect the importance of maintaining the privacy of our customers. When you place an order with us, we ask only for the information we need to process your order: name, address, phone number, email address, etc. We will never rent or sell information we receive from web orders to third parties.

Terms of Use 

Welcome to Orchids & Friends Inc. Website. Orchids & Friends Inc. provides this Site as a service to its customers. Please review the following basic rules that govern your use of our Site. Please note that your use of this Site constitutes your agreement to follow and be bound by these terms. If you do not agree to these terms, please do not use this Site.

Product Information: 
The Orchids & Friends Inc. products displayed at the site are available at there Clearwater, FL facility and Las Vegas NV. facility. in the United States. The prices displayed at the site, however, are quoted in U.S. Dollars and are valid and effective only in the United States.

Colors: 
We have made every effort to display as accurately as possible the colors of our products that appear at the site. However, as the actual colors you see will depend on your monitor, we cannot guarantee that your monitor's display of an color will be accurate

AVAILABILITY
We try our best to make every item ordered available. If you are able to order the items and colors on the website, 95% of the time we have them in stock. However, items are not guaranteed available because earlier orders have priority on available items. Should an item you ordered is not available, we may notify you. We can modify the order by replacing the missing item after your approval or will refund the missing items by crediting your credit card. 

Disclaimer: 
Orchids & Friends Inc. provides the materials on this site "as is" without warranties of any kind, either express or implied, including without limitation, warranties of title, implied warranties of merchantability, fitness for a particular purpose or non-infringement of intellectual property. Orchids & Friends Inc expressly disclaims any duty to update or revise the materials on this site, although Orchids & Friends Inc may modify the materials at any time without notice. By your use of this site, you acknowledge that your use is at your sole risk and that you assume full responsibility for all costs associated with all necessary servicing or repairs of any equipment you use in connection with your use of this site. You further acknowledge that Orchids & Friends Inc shall not be liable for any damages or any kind related to your use of this site .

Indemnification: 
You agree to defend, indemnify and hold Orchids & Friends Inc harmless from and against any and all claims, damages, costs and expenses, including attorneys' fees, arising from or related to your use of the Site.

Miscellaneous: 
Unless otherwise specified, this Site and the Contents thereof are displayed solely for the purpose of promoting Orchids & Friends Inc's products and services available in the United States. This Site is controlled and operated by Orchids & Friends Inc. from its offices in Clearwater FL. This Agreement shall be construed in accordance with the laws of the State of Florida, without regard to any conflict of law provisions. Any dispute arising under this agreement shall be resolved exclusively by the state and/or federal courts of the State of Florida, 

Termination: 
These terms are effective unless and until terminated by either you or Orchids & Friends Inc.. You may terminate this agreement at any time. Orchids & Friends Inc. also may terminate this agreement at any time and may do so immediately without notice, and accordingly deny you access to the site, if in Orchids & Friends Inc's sole discretion you fail to comply with any term or provision of this Agreement. Upon any termination of the Agreement by either you or Orchids & Friends Inc. , you must promptly destroy all materials downloaded or otherwise obtained from this site, as well as all copies of such materials, whether made under the terms of use or otherwise.

Shipping and Tax Policy

All orders are shipped by United Parcel Service. We service both the United States and Canada Only. 

WE DO NOT SHIP INTERNATIONAL AT THIS TIME 

We provide super fast shipping! We process the day you order or the nest day of your order date excluding holidays and weekends.

Shipments take about 4-7 business days by ground delivery unless you request another shipping method. Shipping and handling fees apply to every order and are shown during the order process. Shipping areas include the United States

IMPORTANT
Most orders are shipped within 72-hours after purchase, 
except Saturdays, Sundays and holidays. Orders are filled from our Clearwater, FL. facility

• UPS Ground method (lowest cost) - Pacific Region (1-3 days in transit). Central Region (3-4 in transit). Eastern Region (4-5 days in transit).

• UPS 3-Day method - guarantee 3 day after shipping date.

• UPS 2-Day method - guarantee 2 day after shipping date.

• UPS Next Day method (most expensive) - guarantee next day after shipping 
  date. Please call in to place your order for next day delivery.

(Note: Islands in US territories including Hawaii, Alaska, and Puerto Rico, please see below for important information. 

Where can I see my shipping cost?

Can you deliver to PO Boxes?
UPS cannot deliver to PO Box addresses, make sure to specify the SHIP TO address that is a physical address of a residence or company when entering your shipping info.

Orders to Hawaii, Alaska, and Puerto Rico are required to select 2-Day Air if ordering through the website. Delivery times may require additional day or two. We highly recommend orders to these destinations call in to place their orders to save on expensive shipping charges. These orders can be shipped United States Postal Service Priority Mail by placing your order over the phone.

SHIPPING
Customers are responsible for all freight charges; forward and returns. 

Damaged Merchandise
If your product is damaged by shipping, you will need to file a claim directly with UPS. If you have trouble with filing a claim, you may contact our office for assistance.

Defective Merchandise
If your product is defective, please contact our office for further details on how to return your defective merchandise. If your product is damaged from shipping, you must file a claim with UPS (see "Damaged Merchandise").

Contact Us for Defective Merchandise

Return Policy - 100% Satisfaction Guarantee
If you're not satisfied with our product for any reason, return it within 14-days from the original purchase date on your invoice. All returned products must be in original selling condition and include original packaging and tags, or no refund will be granted. As soon as we receive the returned product, we'll refund you the total cost of the product less shipping and handling and restocking fees. Refunds will be credited to your credit card account within 30 days of receipt.

• 15% Restocking fee on any returned item

• Sale items - no refunds or returns will be accepted

When returning a product, you must include your original order invoice (or a copy of the email statement) along with your name, address and contact information to the address below:

If your purchase was customized for you in any manner, it is not returnable. A custom product is any product where the customer specifies a color or combination of colors. 

Canceling an Order

An order is considered complete when you supply us with your payment information because once we pull product from our shelves or special order products for you, we have spent time and money for you. Should you desire to cancel an order after supplying us with your payment information, you will be responsible for all of our time and costs to that point if we accept the cancellation. Forever In Silk reserves the complete discretion to determine the acceptability of any cancellation request.

All orders are subject to a 10% service fee IF order is cancel after it has been filled but before it is ship. If one or more items on your order is not available, you will not be charge the 10% service fee.
Example: If you place an online order with a grand total of $100.00, and later decided you want to cancel the order. We can cancel the order for you, but will only credit your account $90.00. To cancel your order, please call us at 702-837-9306  with your online invoice number. 

CLAIM POLICY

- If your product is damaged by shipping (i.e. broken urn), you need to file a claim directly to UPS. Keep the item in your possession and Click here to file with UPS. You will also need to fill out the claim form below to notify us for a replacement. If you need assistance, please give us a call.
- All claims must be made within 3 days from package delivered date.
- All claims must be made by filling out our claim form
- No claims will be accepted after 3 days.

Tax
All Florida residents are required to pay sales tax on the products purchased through our Web site.