TOPICS:
Introduction
Where do I start?
What's in My Cart?
Checking Out
Payment By PayPal
Payment by Credit Card
Payment by Email (Check & M.O.)
Shipping Information
Tracking
your orders
Returns and Exchanges
Gift
Wrapping
Use of "Cookies"
Privacy Statement
Introduction
We want your experience of shopping with us to be
pleasurable and repetitive and we promise to do all we can to help
you in any way possible. As we are based in Florida, USA you are
invited to call us 1-772 463 6802 with any questions
you may have during our normal office hours of 8:00am to 6:00PM EST.
After hours an email to sales@thechesspiece.com
will usually give you a response within 24 hours and often MUCH
sooner.
Where do I
start?
Have a look at our picture product categories on the
lower menu bar (or product group tabs at the top of the page) or the
more detailed text menu bar on the left hand side and click on the
item/category of interest. The Product groups
are followed by the product type, manufacturer and product. Further
information and larger pictures can be obtained by clicking either
on the product image or "details" where shown.
What's in My
Cart?...
In order to place a product in your shopping cart, click the
buy button next to any product. You will then be taken to the
Shopping Cart screen. You can then edit the number of products you
want or delete a product from your cart. You'll need to use
the Back Arrow on your browser window to return from the Shopping
Cart screen back to the catalog page you were on to continue
shopping . The Continue Shopping link at the bottom of the view cart
screen will return you to our main Catalog page.
You can see what you already have in your Shopping Cart at any time
by simply clicking on the View Cart button on the Menu bar. This
brings you to your Shopping Cart screen whenever you want. And
your Shopping Cart will be with you for as long as you want to
wander around our store. -- your Shopping Cart will be there
waiting for you when you're ready to Check Out.
Checking Out.....
You can purchase what's in your shopping cart at any time. Simply
click on the Check Out button at the bottom of the Shopping Cart
screen.
When you Check Out you will be sent to our Information screen
where you'll be asked for your name and shipping information and
preferences. Please make sure all your information is correct. If
your email address is wrong you won't get a confirmation of your
order. Please add any additional information in the block
provided that will help with the fulfillment of your order.
You can then choose the type of payment you would like, Paypal,
Credit Card, or Email.
At this point you can select your preferred
carrier FedEx or USPS. For items weighing less than 1lb we
recommend USPS Priority as this is cheaper and you'll receive the
item in 1-2 days. Items weighing over 5 lbs to be delivered within
the US then we recommend UPS as this will be cheaper. Overseas
customers are recommended to select USPS International Priority or EMS as
this is considerably cheaper than FedEx International Priority.
PayPal
If you choose PayPal, you will then be taken to the Check
Total screen. You can verify the order amount, shipping
charges, and total order amount.
If the items cost displayed is correct, press the
Checkout Button This then takes you to the SECURE PayPal
payment details screen. Here you have a choice. If you are already a
member, enter your email address and PayPal password and
complete the sale as directed. If you do not have a PayPal account,
enter your information as directed and complete the form. you will
then be taken to the total screen. Please review the PayPal Security
and privacy statement. Once completed, you will receive a
confirmation email about your order.
Credit Card
If you choose Credit Card, you will then be taken to the Check
Total screen. You can verify the order amount, shipping
charges, and total order amount. If this is correct, press the
Checkout Button This then takes you to our SECURE payment
Processing screen provided by our payment processor PayPal Website
Payments Pro.
This form has been partially filled out with the information
provided earlier. Please fill out the credit card information as
requested. Please review the privacy and security statement
provided. Then press the "Complete Order Now"
button. Please read the box and click OK. Please wait until you
receive the "Sale Processed" screen. Please print or
write the confirmation code number for future reference. You
will receive an automated e-mail confirmation of your order.
If you don't receive an e-mail confirmation your e-mail address was
incorrect. Please contact us with the correct address.
Email Payment
We encourage you to use our automated payment processing
systems, either by Paypal or credit card. We do however
want your business, and will gladly accept a check or
money order. If paid by money order, your order will be
shipped immediately upon receipt. If paid by check, we reserve the
right to await clearance! If you want to use this payment method, choose
email. The next screen is the Check Total screen. You can verify the
order amount, shipping charges, and total order amount. If
this is correct, press the Checkout Button. This take you to
our Thank You screen, which has the address to send payment. Please
include your order number. You will receive an automated
e-mail confirmation of your order. If you don't receive an e-mail
confirmation your e-mail address was incorrect. Please contact us
with the correct address. Never send any credit card information via
ordinary e-mail.
Shipping Method
Most orders are shipped same day by FedEx Home
Delivery or USPS. You decide the method you would like to use whether this be Ground,
Priority, International Priority or Express (and other options) during the checkout procedure. You will receive an automatic email
notification from FedEx and/or USPS when it ships and will have a tracking
reference so you can monitor the delivery process.
When selecting FedEx we recommend you arrange delivery
to your place of work. i.e. a commercial location. This will save
around $1.75 which is normally applied as a residential surcharge.
Shipping Charges
Orders over $150 are shipped free within the
contiguous United States by FedEx Ground/Home delivery or USPS depending on the
total weight of the items ordered. Other free shipping promotions may be
offered from time to time but will only apply to the contiguous US.
The shipping charge is shown as a discount on the sales receipt and
may be charged if the item is returned to us for a full credit for
any reason other than the wrong item being shipped , but subject to
The Chess Piece's discretion. We believe in fairness and common
sense when determining shipping refunds whether initially charged or
otherwise.
Most orders are shipped same day the order is received but
may be within 1-2 business days of your
order being placed. This applies especially to computers, standard
chess sets and other chess related goods. Our Limited Edition and
Custom-carved Character Chess Sets and exquisite Camel bone sets may take up to 28 days for
delivery, (although many are held in stock at our Florida warehouse)
depending on demand, availability and customer location. When
you place your order we will immediately confirm the delivery
details and if you find this unacceptable in any way we will give
you an opportunity to cancel your order without any obligation to
you.
As you will
expect, we do not compromise quality to fill an order early. We are
sure you will be delighted with your product after receiving it and
consider a small wait worthwhile if this happens to be the case. We
do however keep you informed as to how your custom set is
progressing by regular email from our shipping department.
We are shipping our products worldwide and provide tracking
references by email where available.
Most orders will be shipped according to that
ordered by you i.e. FedEx or USPS, however, we
reserve the right to select an alternate carrier to meet the specific
needs of the order including delivery to PO Box #'s or where the
package weight is so small that USPS Priority becomes more
cost-effective. If you're unhappy with a specific delivery charge
then please place your order by email and we'll be pleased to assist
and offer further options. We base shipping charges on product weight, package size, insurance
cost and shipping zone. The individual
product shipping charges are automatically calculated at the Check
Out.
Should you wish to place a large order and feel that
alternative shipping arrangements may be more suitable for
you, (such as freight collect) then we are most happy to consider
your views. Please email us with any questions to
sales@thechesspiece.com
Shipping Surcharges
Due to recent oil price surcharges applied by our
own shippers, we reserve the right to amend these prices and the
choice of shipper without
notice. Customers who order from us will be contacted by email
should any change in these become necessary, prior to us shipping
any goods ordered. In addition if an order is shipped to an
incorrectly specified address we reserve the right to require
payment for the additional charges incurred.
Overseas Orders- please note.
We gladly accept orders from overseas customers and
are happy to ship to countries beyond the US territories. We have
many satisfied customers particularly as many of our products aren't
available locally or are much more expensive to buy locally.
However, customers should be aware that they are personally
responsible for any customs duties, sales taxes, brokerage
fees or other charges
levied by the country of import concerned. Please therefore accept
that the price you pay when purchasing online from our store may not
be the final price payable. Bear in mind also that 10% sales tax on
an item that costs $200 locally is only half that if purchased for
$100 from us.
Order Tracking
1. You can track your FedEx orders by clicking here
2. You can track your USPS Orders by clicking here
NO Handling Charges
There are NO handling charges
applied to each order on shipping. You only pay actual delivery
costs we absorb the packaging and handling costs in our sales
margin.
Returns and Exchanges
If you are not completely satisfied with your purchase, you may return it within 30 days of the ship date for a
full refund of the cost of the goods purchased less a discretionary restocking fee of 10% on the purchase price of the returned items. In
practice, a re-stocking fee is normally not charged and will only be
applied if we feel this is fair for reasons including (but not
limited to) damaged packaging, missing components such as User Guides
or pieces are missing or broken.
During the Christmas period many items are bought
well before Christmas but not opened until Christmas Day. Items
purchased after November 1 and up to December 24 may be returned
within the 30 day period immediately following Christmas Day.
Merchandise must be received in new or otherwise original condition with all original
packaging and documentation. The Chess
Piece will not accept returns that have not been authorized and assigned a RA number. To return a product follow these steps:
1. Please download a returns
form and fill out all the required information. This is marked
with an * on the form.
2. Please then call us on 772
463 6802 to request a return authorization (RA) number.
3. If the item you wish to return bears a serial #, please let us know
what this is in advance so that we can check our records.
2. Place the product back in the original (or similar) outer box and
original inner packaging including user guides, sales leaflets, etc.
3. Mark the RA number on the outer box label.
4. Return to:
TheChessPiece.com
Unit 2506,
Willoughby Business Park
SE Willoughby Blvd.,
Stuart, FL 34994 USA
RMA#
The Chess Piece recommends FedEx for return shipping of items weighing
over a pound. For less heavy items we recommend USPS Priority, this
ensures we receive the item back quickly and ensures your refund or
exchange is not delayed.
Shipping Reimbursement Policy
The Chess Piece DOES NOT reimburse shipping on returns except when the wrong item
or a proven defective item is
shipped to customers within the US. The
Chess Piece may supply a prepaid FedEx/USPS Returns label or instruct
FedEx to collect in certain situations and at The Chess Piece's sole
discretion. The Chess Piece will ONLY reimburse the original shipping amount based on
FedEx Ground
or USPS Parcel post shipping rates. The
Chess Piece will not reimburse actual shipping paid for by the customer
when using some other more expensive shipping company. The Chess Piece
always aims to be fair but will use its discretion when reimbursing for quality or defect reasons.
Free shipping Promotions
During our free shipping promotions, we apply a
discount to the order which is exactly the same as the shipping
charges that would have been applied to that order. In the event
that the item is returned for a full credit then we reimburse
the customer the full cost of the goods purchased less this
"free shipping" discount.
Gift Wrapping
The Chess Piece offers a gift wrapping service for a
nominal charge of $3 per item. This includes a gift card bearing
your message to an intended recipient often located at a different
mailing address from the gift purchaser. This saves the sender time
and money as it avoids the sender having to 'double' pay for
shipping. We regret we do not refund the cost of this service in the
event of a product return.
Exchanges
You may return any item for an exchange within 30 days. Exchanges shipped in advance of receiving returned items will be charged to your credit card. Upon receiving your returned item we will refund to your account the full price of the returned item. The
Chess Piece does not provide free shipping on exchanges.
International Returns
The Chess Piece has always welcomed international orders. Please keep in mind that international shipping can be
expensive and customers are responsible for return shipping of a product for exchange or refund and including return of items deemed defective by the customer.
Reasonable return shipping costs will be reimbursed if it is determined
that an error was made by The Chess Piece and at the The Chess
Piece's sole discretion. We have many customers overseas and we aim to be
and have always been very fair...and why? 99% of our customers are
genuine.
Non-matching Serial #'s and Damaged returns.
We always aim to be fair, but where
items are returned in a damaged condition or where serial #s' differ
(where applicable) from that originally shipped, we will not refund.
However, we would photograph
these items as proof of their condition and make you aware of our
findings.
Refunds will be processed as soon as the returns are received. Items
paid for with credit card will be refunded to the credit card used
for the original order up to 60 days following the original purchase
date and once the returned goods have been received by
us. Refunds after this date can only be made by Company Check or by
a PayPal transfer to the customers email address. Orders originally paid through PayPal will be refunded through
PayPal. All others will be by money order or company check.
Use of Cookies
A "cookie" is a small file stored on your computer by a
web site and gathers certain information about your activity on the
site. We use cookies only to provide a mechanism that allows us to
maintain your shopping cart. Our cookies do not store any personal
or financial information about you. Most web browsers
automatically accept cookies and allow you to disable the use of
cookies. If you select the "Remember Me" feature on
our customer details page, we will use a cookie to remember your
customer information you gave us so you don't have to enter that
information each time you visit our site.
Privacy Statement
We have created this privacy policy in order to demonstrate our firm
commitment to Internet privacy. We use the information
collected to process orders and to provide you a personalized
shopping experience. We respect your privacy and we never
provide any personal information to any companies or services
outside of The Chess Piece.
To view our Privacy statement please
click here
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