Customer Service, Shipping, Damages, Refunds and Wholesale Policies
Folk Art Traditions/Dos Mujeres Mexican Folk Art has been selling Mexican Folk Art in our internet store online since 1997 NOTICE ABOUT FOLK ART: Almost everything we carry is completely hand made, down to the tiniest item. It is normal for folk art pieces to vary from the sizes slightly and also the colors may vary from the photos. We often receive hundreds of one item and each one will often have variations. Please keep in ming that small variations and color differences are considered normal when you are ordering as we do not refund for small variations or color differences. Notice about our sales:
To Reach Us: Email us FIRST - for fastest service
Our main offices are in Mexico where our phone service can be touchy so we ask you to email us first - We check our email throughout the day, including weekends - mexicanfolkart @ gmail.com (remove the spaces around the @ symbol).
WHOLESALE ORDERING - We offer wholesale pricing to PHYSICAL retail stores.
We DO NOT sell to other online retailers, EBay or etsy sellers. Some restrictions apply.
Here is an online link to our wholesale application, GO HERE to download the word document. You will be prompted to open or save the file to disk.
If you have a physical retail store and wish to order from us, here are the instructions for applying with us:
1. Email us a copy of your store resale license
2. Include your name, store name, store tel. #, store address and email address
3. We will follow up with a confirmation of receipt and our wholesale terms and conditions.
4. All wholesale orders are done by email or fax. Send us a list of the items you wish to order for your store and we will send you a quote and a link for payment. Not all items are available for wholesale purchase. Some items require special ordering, depending on the quantities and items you wish to order.
TALAVERA SPECIAL ORDERS: Go Here for terms & conditions
Damages: scroll down for details on how to process a damage claim
Shipping Policy -- Updated January 2008
We no longer offer free shipping.
ALL ORDERS: Your order will be shipped via small package carrier/parcel post, or freight shipper, depending on the size of your order. All large and oversize orders will be shipped by ground freight. If your address is not within the continental US or is an exception, as noted above, we will contact you with shipping charges on your oversize order and a link to pay the additional shipping charges before we process your order.
Note: ground/parcel post shipping will take 7-10 WORKING DAYS (count weekdays only) to arrive to you.
In most cases we ship all in stock orders within 24-48 hours - and any back ordered items, or special order items in 2-4 weeks. Special order and wholesale items may take 3 to 12 weeks depending on the nature of the item requested, and the artist's schedule.
Shipping charges on our website are based on USPS priority mail rates. Overnight, 2-Day & 3-Day shipping rates email us after you place your order and we will send you a link for the additional shipping charges. The Appropriate shipping charge will apply and we will send you a link to pay for the upgraded shipping charges. Place a note in the special instructions area of the cart that you wish expedited shipping and/or send us an email.
INTERNATIONAL orders:
Credit Card Payments: We accept Mc/Visa/Amex only. It is our policy that all international orders must be prepaid in US dollar funds. When we receive your order, we will email you with the shipping costs to your country. Our shopping cart will charge you US shipping rates and we will send you a link for the additional shipping charges, which must be paid prior to shipping your order. We do not accept money orders or international banking checks. The shipping address must match the billing address for the credit card. If you wish to know the shipping charges prior to ordering please email us with a list of the merchandise you intend to purchase and we will email you the total amount plus shipping.
Gift Certificates - How to use them
After you place your item(s) in the basket, click the View Cart link and follow these instructions exactly:
First, put your merchandise into your cart & then click VIEW CART:
1. Scroll to the bottom of the view cart page and put your username (email address) and password that you used to set up your account. If you have not account, put your email address & create a password in the new customer box.
2. Log in to your account
3. In the View Cart window, go to the box on the right that says 'coupon code' & put your code in.
4. Then go to the left side of the page and click the 'recalculate' button.
5. Your discount will apply. If you do not see your discount, follow the steps above. Do not check out if your discount does not apply, it cannot be applied later. Email us so we can walk you through it.
Return Policy
Please inspect your merchandise THE DAY IT ARRIVES. We want all our customers to be satisfied with their purchase, but if you are not, first email us to let us know that you plan to return an item, and we will issue a return number. We only accept returns that are postmarked within 3 working days of your receipt of the merchandise. We must receive it back within 10 days of your receiving it. If not, we will not accept it and it will be refused and returned to you. Returns requested after 5 days will be subject to a 10% restocking fee.
We will credit you for the returned piece(s) providing they arrive in the same condition it left our warehouse. All returns must be PACKAGED PROPERLY AND FULLY INSURED for breakage and loss.
This REFUND POLICY DOES NOT APPLY TO any special orders such as personalized retablos, talavera dinnerware or any item that we order for you that is not a part of our current stock. All special order sales are FINAL. For damaged package claims see our Damage Policy below.
Shipping charges are not refundable on optional returns and the return shipping charges are the customers responsibility. All returns are refunded by bank check.
What happens if my package is lost in the mail?
Although most packages arrive safely within the normal window for shipping times, periodically, a package gets lost or misplaced at the post office or with FedEx. If you do not receive your package within 7-10 working days, please email us so we are aware that your package has not arrived. Do not wait 2 or 3 weeks to email us.
The most common thing that happens is that if it was sent through the US mail, it may be already sitting in your post office back room, and they have forgotten to notify you. Go by your post office, in person, and have them check while you are there. If it is not found, you can contact us again and we will contact them to begin the process of tracing where the package is. This process can take up to 2 -3 weeks.
If the package is found, it will be sent directly to you. During the tracing time, and until we have resolution from the shipper that it is either found, or lost, we will not refund or send replacements. If your package cannot be found, we will replace your merchandise as soon as we receive a confirmation that it is indeed lost. Refunds are only given if we cannot replace merchandise. We apologize in advance if one of your packages gets lost, we know how frustrating that is. However, we do follow the above policy for finding packages that are lost once in a shipper's system and follow through until it is resolved for you. Unfortunately, we do not have any control over packages once they are in the shippers hands. By ordering, you agree to follow the above steps, with our help, to find a package that is not received by you.
Damages
Visible damages to the box should be noted at time of delivery with the carrier, take a photo (digital if possible, and email it to us) and report the damage to us within 3 business days of receipt of shipment.
Follow the instructions below if you receive an item that is damaged:
DO NOT SEND YOUR DAMAGED MERCHANDISE BACK TO US UNTIL WE TELL YOU TO!
EMAIL US FIRST.
1. Save all packing materials for inspection purposes. Do not throw anything away. If you do, we wil not be able to file for insurance for you.
2. Email us at mexicanfolkart @ gmail.com (take out spaces around the @ symbol) to notify us
3. Take a digital photo of the damaged box and damaged merchandise and email it to us.
4. We will file the claim with whichever carrier we have used to ship your package.
5. Most carriers need to see the damaged piece plus all packing materials.
Fed EX and UPS will pick up your package
USPS - you will need to have our paperwork which we will mail to you and you will need
to take it all to the post office.
6. Our policy is to replace your merchandise. If we cannot replace your merchandise you may choose another piece in our current stock or we will credit you for your loss provided the above guidelines above have been met.
All refunds are sent by bank check.
Warranties and customer responsibility
Folk Art Traditions makes no warranties, either expressed or implied, for fitness or safety for the consumers particular use. The customer acknowledges that hand made goods are inherently imperfect and vary in size, finish, color and dimension, as most items are made one by one, by hand. Folk art is often made with materials at hand, somtimes used, or new. Small flaws are normal and to be expected with hand made folk art. We make every effort to inspect our goods before shipping to assure quality.
Special orders and personal shopping
Milagros: If you wish to order specific milagros, or silver milagros there is a minimum order of $150.00. A 50% non-refundable deposit is required up front. Order 3-4 weeks before you need them. Milagros by special order, or purchased in bags on our site are non-returnable but the entire bag may be exchanged for any other item on our site.
We offer personal shopping for your home or business needs. Our website holds only a fraction of what we are able to provide for you, and would be happy to discuss obtaining any special pieces that you would like to have. Email us with your request. Special order pieces can take up to 2 months, so order early! There is no charge for design services if you provide your own design specifications, pictures and drawings. We offer design services for special order items at $50 per hour, and $25 per hour to help you coordinate your design with the artist.
Corporate gifts
Please email us regarding corporate gift possibilities. Corporate orders should be placed up to 2 months in advance of need.
Credit Cards:
We accept the following cards: Visa, Mastercard, American Express on our website and in special cases we accept Paypal for Special orders.
Correspondence:
EMAIL IS THE BEST/FASTEST WAY TO REACH US, as we are often traveling and at times unable to access our voicemail immediately. We check email throughout the day, including weekends