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Frequently Asked Questions
Click on one of the questions below to see its answer. Business to Business 1. How can I start my Trade/Business account with you? 2. What kinds of Business-To-Business partnership do you have? Catalog Development Department 1. Do catalog discounts apply to online orders? 2. How long does a catalog take to arrive at my house? Customer Services 1. Do you customize any products for individual customers? 2. Do you offer any type of payment plans? 3. Do you offer different sizes for the poster art? 4. How can I contact a customer specialist? Purchasing Department 1. Can customers order products that are not in the catalog? 2. I want an item from a previous catalog. Can I still order it? Return and Exchange 1. Do I need a return form in order to return items? 2. How long is a return/exchange valid for? 3. What is your return and refund policy? 4. Who pays for reshipping costs on an exchange? Shipping & Payment Information 1. Any express delivery services? 2 .Do you charge taxes? 3. How much should I pay for shipping? 4. What is Freight Delivery? 5. What is your standard delivery time? Security & Privacy 1. How do I know if a website is secure? 2. Is my credit card information secure? 3. What does this "warning" window that comes up in the ordering process really mean? How can I start my Trade/Business account with you? Answer: If you are interested in applying for our Trade Program, please provide the following information:
You may send this information via fax 1-847-952-0305 or email: trade@DesignToscano.com or mail your information to:
Attn: Trade Department 1400 Morse Avenue Elk Grove Village, IL 60007 We have two websites that are updated weekly for your convenience: www.DesignToscano.com and www.basilstreet.com. All of the content on our websites, including, but not limited to, all of the page headers, images, illustrations, graphics and text, are subject to trademark, copyright and/or other intellectual property rights or licenses held by Design Toscano. All content on DesignToscano.com and BasilStreet.com websites are copyrighted as a collective work under U.S. copyright laws. ↑ return What kinds of Business-To-Business partnerships do you have? Answer: We offer the opportunity to set up a Trade Account with us. Please see section on starting a Trade/Business Account. ↑ return Do catalog discounts apply to online orders? Answer: Yes, discounts from the catalog do apply to online orders. ↑ return How long does a catalog take to arrive at my house? Answer: When you request a catalog, whether it is from www.DesignToscano.com or from our toll free number 1-800-525-5141, it should arrive within 2 weeks. ↑ return Do you customize any products for individual customers? Answer: If an item can be customized it will be stated in the item's description. ↑ return Do you offer any type of payment plans? Answer: We currently do not offer any payment plans. ↑ return Do you offer different sizes for the poster art? Answer: Poster art typically is often in a variety of sizes. Any available sizes will be stated in the item description. ↑ return How can I contact a customer specialist? Answer: Customer specialists can be reached 7 days a week: Monday--Friday 7:00 a.m.--Midnight (CST) Saturday 8:00 a.m.--6:00 p.m. (CST) Sunday 9:00 a.m.--6:00 p.m. (CST) Call 1-800-525-5141 to speak with a representative. ↑ return Can customers order products that have not been shown in our catalog? Answer: We only order products that have been previously advertised in our catalogs. However, your preference is important to our future product development. Share your ideas with our Product Development Group at: comments@DesignToscano.com, and we will definitely take it into consideration. If we do offer the product you are asking for, we will notify you through email. ↑ return I want an item from a previous catalog. Can I still order it? Answer: You can order most items from previous catalogs as long as they are still available. Check for availability by entering the product number in the Search box (located on the top of each page.) If your Search does not turn up the product you are looking for, email us with as much information regarding the product as you can to: CustomerService@DesignToscano.com.or contact us at 1-800-525-5141 and we will try and find it for you. ↑ return Do I need a return form in order to return items? Answer: No, but using the return form will help to speed up the return process. A return form (located on the back of your packing slip) should have come with the item when it was shipped. If you do not have a packing slip, please provide us with your name, address, phone number, and instructions regarding the return on a sheet of paper and enclose with the return. Repack items carefully in the original packing materials and enclose your information. For your protection, returned packages Send to:
1400 Morse Avenue Elk Grove Village, IL 60007 ↑ return How long is a return/exchange valid for? Answer: If for any reason you are not satisfied with your purchase, please return it within 60 days for a refund or exchange. Returns received after 60 days but within 90 days, qualify for exchange or merchandise credit only. <↑ return What is your return and refund policy? Answer: If for any reason you are not satisfied with your purchase, please return it within 60 days for a refund or exchange. Returns received after 60 days but within 90 days, qualify for exchange or merchandise credit only. Please note that you are responsible for the safe return of merchandise and for all shipping costs. Shipping charges are non-refundable unless the return is the result of our error. Once an item is shipped, we are unable to cancel the order, and shipping charges are not refundable. Customized and personalized items are non-refundable. To return an item: Please follow the instructions on the back of the packing slip. Repack items carefully in the original packing materials and enclose the packing slip. For your protection, returned packages must be insured for the value of your merchandise. Send to:
1400 Morse Avenue Elk Grove Village, IL 60007 If you paid by check or money order we will issue a refund check. If you paid with a credit card, we will credit your credit card account. ↑ return Who pays for reshipping costs on an exchange? Answer: The customer is responsible for all shipping charges, unless the exchange is a result of our error. ↑ return Any express delivery services? Answer: Rush Delivery For an additional charge of $12.95 we can ship most in-stock items via Rush service (2-3 business days). Orders must be received by 2 p.m. CST. Some restrictions apply: Overnight Delivery For an additional charge of $35.00 we can ship most in-stock items the next business day. (Orders placed on Friday will not arrive until Monday. Orders must be received by 2pm CST) Some restrictions apply: For more information, or a quote, please call us at: 1-800-525-5141 or email us at: CustomerService@DesignToscano.com. ↑ return Do you charge taxes? Answer: We are required to collect tax for shipments into the State of Illinois at the rate of 8.75%. Taxes are calculated for each shipping address total. ↑ return How much should I pay for shipping? Answer: Click here to view shipping and handling charges. ↑ return What is Freight Delivery? Answer: Some large, heavy or bulky items require delivery by truck/motor freight. Those items are marked with the truck icon. Additional shipping charges may be required and are indicated in (parentheses) after the retail price. These charges are in addition to out regular shipping / handling charges. All truck/motor freight deliveries are to the first door of the building only. Delivery service is available Monday—Friday during normal business hours. Delivery times are generally scheduled within a 4-hour window. The carrier will contact you directly to schedule an appointment, so please provide us with a daytime phone number. ↑ return What is your standard delivery time? Answer: In-Stock Items We ship the product directly from our warehouse. Most items ship by UPS and will arrive within 5-7 business days from the shipment date. Rush Delivery For an additional charge of $12.95 we can ship most in-stock items via Rush service (2-3 business days). Orders must be received by 2 p.m. CST. Some restrictions apply: Overnight Delivery For an additional charge of $35.00 we can ship most in-stock items the next business day. (Orders placed on Friday will not arrive until Monday. Orders must be received by 2pm CST) Some restrictions apply: For more information, or a quote, please call us at: 1-800-525-5141 or email us at: CustomerService@DesignToscano.com. Direct Shipped Items Takes 2-4 weeks. Our manufacture creates the products for you and ships directly to your home. Backorder Items If an item(s) is on backorder, an expected due date to our warehouse is shown for the item. If ordering by phone, your Telephone Representative will provide that information; you will also be notified by mail if your item(s) is backordered for more than 30 days. To obtain an update on a backorder status, please email us at CustomerService@DesignToscano.com or call 1-800-525-5141. ↑ return How do I know if a website is secure? Answer: When buying something on the Internet, there are three things to be certain of: 1. The data you send is strongly encrypted. 2. The site you're doing business with is the correct site. 3. The site you're doing business with processes your credit card and address information in a safe and responsible manner. Points 1 and 2 are taken care of by SSL (Secure Sockets Layer), the industry standard security protocol that the Design Toscano site uses to communicate with secure browsers like Netscape and Internet Explorer. When communicating with a secure server like ours, these browsers encrypt the information you send in a way that is extremely difficult for anyone else to decode. (You don't have to know whether your browser supports secure transactions--if it doesn't, you won't be able to complete the checkout process.) Many security experts say the most important thing is what happens once the merchant receives your order. At Design Toscano, we take several steps to keep things on our end as safe as possible. For example, we keep orders encrypted until we're ready to process them. We process orders several times each hour, so they don't "sit" anywhere very long. Finally, we always give you the option of not holding your credit card number on file. ↑ return Is my credit card information secure? Answer: We have taken many steps to ensure the security of your transactions. Some of them involve adopting industry standards. (For example, the secure connection between your browser and sensitive portions of our site uses industry standard encryption.) Some of them are exclusive to us. (For example, we employ an outside company to build extra firewalls of all our customer databases.) At Design Toscano we use the Thawte SSL Web Server Certificate. This ensures that your information sent to our web server is encrypted and scrambled, making it secure. ↑ return What does this "warning" window that comes up in the ordering process really mean? Answer: On some browsers, this window can be a bit intimidating. But it simply means that you're entering the safest, most secure area of our website. This is reassuring because credit card transactions take place here. Going from secure mode to insecure mode, you'll likely receive another similar alert message, in order to make sure you know what's taking place. ↑ return |
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