Customer Service

PERSONAL/BUSINESS CHECKS - Please print out 2 copies of your invoice. Keep one for your records, and mail the other (see mailing address above) with your check. Please be advised, that we reserve the right to hold your check for 10 days until it clears your bank.

PAYPAL - If you prefer, use your PayPal account to pay for your order. If you are not registered, you may do so at www.paypal.com *All retail orders must be paid in advance before orders can be shipped out.

RETURNED CHECKS:
Any checks returned to Nature Pavilion, for any reason, will have a fee of $30.00 added.

PURCHASE ORDERS:
We now accept purchase orders from schools and museums. Please fill in your purchase order number and contact person on the order form, then fax in your purchase order to (570) 386-1133 or mail in your purchase order to the address above. A purchase order must be received before order will be shipped This is a written contract and your authorizing it to be treated as such. All purchase order invoices are NET 30 Days. Please read our Sales Tax Exempt policy. Late payments are subject to 18% interest rates.

SALES TAX EXEMPT: If you are a non-profit organization, and have a tax-exempt number, it must be put on the invoice if you are located in Pennsylvania so sales tax won't be added to your invoice. Any orders shipped outside of Pennsylvania are not charge sales tax.

SALES TAX:
Orders place or shipped within Pennsylvania will have a 6% Sales Tax added to your order.

SHIPPING:
If your order is received by 12:00pm eastern standard time every effort will be made to get your order in that days shipment. If placed after that time, it COULD go in the next day's shipment.

Orders are shipped Monday - Friday. Exceptions may occur if it is special request from a customer that has been approved in advance by Nature Pavilion. Or, if it is close to a holiday, then every attempt is made to yet your gifts to you in time for your holiday gift giving.

YOU GET TO CHOOSE WHICH SHIPPING COMPANY YOU WANT US TO USE:

USPS - UNITED STATES POSTAL SERVICE:

PRIORITY MAIL - Estimated delivery times are 1-3 business days. Remember, we are in Pennsylvania, so expect the maximum shipping time if you are on the west coast. PLEASE NOTE: This is not a guarenteed service and packages can not be tracked.

EXPRESS MAIL - Next day to MOST zip codes. PLEASE NOTE: Some zip codes DON'T receive overnite deliveries. Shipments are trackable.

UPS - UNITED PARCEL SERVICE:

UPS GROUND - Cost-effective delivery for commercial and residential shipments. Delivery typically in one to five days. Shipments are trackable. Remember, we are in Pennsylvania, so expect the maximum shipping time if you are on the west coast.

UPS 3 DAY SELECT - Delivery by the end of the third business day for the 48 contiguous states. An ideal mix of economy and guaranteed delivery. Perfect for less time-sensitive shipments. Shipments are trackable.

UPS 2ND DAY AIR - Select this alternative to overnight shipping when you have the flexibility to allow an extra day. Delivery by the end of the second business day Some locations in Alaska and Hawaii require additional transit time. Shipments are trackable.

UPS NEXT DAY AIR SAVER - For Businesses: Next business day delivery by 3:00 or 4:30 p.m. Available from the 48 contiguous states and limited addresses in Alaska and Hawaii. Guaranteed next-day delivery for peace of mind.

Residential Destinations: Next business day delivery by end of day. Available from the 48 contiguous states and limited addresses in Alaska and Hawaii. Guaranteed next-day delivery for peace of mind. Shipments are trackable.

UPS WORLDWIDE EXPRESSUPS STANDARD TO CANADA - Rely on guaranteed economical ground delivery for your less-urgent shipments. Expect delivery times to range from 2 - 10 days depending on how far you are away from Pennsylvania, USA. Shipments are trackable.

SHIPPING COSTS:
We have made every attempt to make our shipping/handling fees reasonable. We have chosen to set our costs according to package weight, not according to item cost.

Every item has been pre-weighted and entered into our system. At check out time, your shipping/handling fee will be calculated using that information.

Example: A necklace may only cost $4.00 to be shipped USPS because it weights very little. But a Birdhouse kit, which weighs a couple of pounds because of the wood, will cost more to ship.

RETURNS:
Every attempt is made to get your order to you safely. However, sometimes things happen beyond our control.

IF YOUR ORDER ARRIVES DAMAGED:
Please get in contact with us immediately so we can determine if the product needs to be returned to us and if and insurance claim needs to be file. PLEASE NOTE: If an insurance claim needs to be file, you must hold onto the damaged merchandise and all the shipping materials including the box. We will need a letter either mailed to us, faxed or e-mailed stating the following items: Date the package was shipped; Invoice number; Description of product; Description of damage; and your signature and date. Please hold onto all the damaged merchandise and packing material until Nature Pavilion notifies you that the claim has been completed, and then at that time you may discard everything.

Nature Pavilion will replace the damaged merchandise once it has been returned. If a replacement item is needed right away, we will get your authorization to put the replacement item on your credit card account or by using PayPal and when the damaged one arrives here you will be credited for the merchandise and the shipping cost.

IF YOU ORDER ARRIVES AND YOU DECIDE YOU NO LONGER WANT IT:
Please get in contact with us before returning the merchandise. You will receive a return goods authorization that you will need to ship the item back. Please don't return merchandise without obtaining this number. We cannot accept COD package.

Your merchandise cost will be refunded, if merchandise is in saleable condition. Please use care when opening boxes. PLEASE NOTE: Shipping/handling cost will not be refunded.

Orders shipped back after 30 days from receipt will receive a store credit.

PLEASE NOTE: We reserve the right to determine if an item is in saleable condition. If it is not, we will determine if a refund or partial refund is to be given.

YOU WANT TO CANCEL YOUR ORDER?
If you call, and we are able to stop shipment before it has shipped, no problem. Your payment and shipping costs will be refunded immediately.

YOU WANT TO CANCEL AN ORDER THAT HAS ALREADY SHIPPED?
If your order has already shipped, then the procedure is the same as in "If your order arrives and you decide you no longer want it" We can not accept COD package.

LINKS:
You will find links to other websites on our website. They are there for your convenience and information only. We accept no payments for the links being put there. Nature Pavilion accepts no responsibility or liability for access to or the material on any website which is link to and from this website. Nature Pavilion doesn't guarantee, approve or endorse the information, products or services on these sites. We are not associated with these sites, nor do we endorse them. Please remember, once you leave our site and go to another site you are no longer subject to our Privacy policy.

INTERNATIONAL SHIPPING:
International shipping is limited to the following countries: CANADA and UNITED KINGDOM ONLY.

PLEASE NOTE: THE USPS DOESN'T OFFER INSURANCE FOR INTERNATIONAL SHIPMENTS. ONCE THE ORDER LEAVES NATURE PAVILION WE CAN'T BE RESPONSIBLE FOR DAMAGE OR LOSS OF SHIPMENT. CUSTOMERS WON'T RECEIVE A REFUND FOR ANY OF THESE REASONS.

If you have questions about product availability or shipping internationally, please e-mail us at info@naturepavilion.com or call us at (international prefix)-570-386-1133. Our customer service representatives are available between 9:00 am and 3:00 pm EST, Monday - Friday. (Please note that customer service calls are handled by English speaking representatives at this time.)

Orders to international addresses, will incur additional shipping charges as applicable.

Nature Pavilion ships International shipments using US Mail Air. Usually takes 7 - 14 days to recieve. Longer around holidays.

INTERNATIONAL RESTRICTIONS:
The following restrictions apply to international orders. Please note: contents of the package may be printed on the outside of the package due to customs requirements. Videos & DVDs: Currently, our videos can only be shipped overseas in NTSC format, which may not work in video players produced by your country. Likewise, our DVDs are only coded for Region 1 (US and Canada).

Insects, alive or preserved, can't be shipped outside of the United States.

From time to time, other restrictions may apply to international orders. To make shopping easier for you, we recommend you contact our customer service representatives to confirm that we are able to ship your desired item(s) to you. If we determine - after you have placed your order - that we are unable to ship your desired item(s) to you, we will notify you by e-mail and cancel your order.

INTERNATIONAL DUTIES & TAXES:
All taxes, duties, brokerage fees and expenses related to importation and compliance with local import country laws is exclusively the responsibility of the recipient. All orders are shipped FOB-New Ringgold, PA. Once we have accepted your order and shipped the product, we will make no refunds and accept no returns. Please consult your local country Customs Service and other relevant authorities to confirm that no restrictions or special requirements will apply to your order. We are not responsible for delays or costs resulting from acts or decisions of local governmental agencies concerning the importation of your order.

In order to serve our valued international customers better, we are constantly re-evaluating our international shipping options in order to provide all our Nature Pavilion customers with the best service worldwide. Please continue to check our website for updates in the international shipping area. Nature Pavilion reserves the right to change its international shipping charges and policies at any time.