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