There is a $7.95 handling fee for orders shipped outside of the United States (APO and FPO addresses) if the boxed order weighs more than 13 ounces.  Should the box weigh more than 13 ounces APO/FPO orders will be shipped in the large APO/FPO Flat Rate box which costs $10.50 in shipping charges.  The larger box is required because of the larger customs form required and US Customs requires that the custom's forms be attached to the top of the box. This handling fee covers the cost of the additional time needed to count, weigh, and list every specific item that is contained in each order, filling out the necessary customs declaration forms and for us to hand deliver these packages to our main Post Office for mailing.  We regret this additional handling fee but the time it takes us to prepare, package and take your order to the Post Office has made it necessary for us to add this charge.

Some boxes, if not all, sent to an APO / FPO address are open and examined by Customs.  We pack our shipments like our lives depended on it.  If the Customs inspector does not repack the contents properly after inspection then damage to the contents of the box may result.  We would suggest that your order be insured for loss but we cannot insure the contents for damage as we have no control on how well the order is repacked after inspection.

Sales Tax

The Arizona State Department of Revenue requires that we collect Arizona Sales tax.  The current tax rate is 8.4% on all orders originating in and/or being delivered to Arizona addresses. This applies to point-of-sale locations as well as orders placed through our website, by telephone or by FAX.

We will not charge sales tax on your order (Arizona residents) if you have an Arizona Transaction Privilege Tax License (ATPTL).  A copy of your ATPTL license is required for our records in order for us to be in compliance.


Insured Shipments

We pack each shipment very carefully but sometimes items are damaged in transit or lost.  If loss or damage occurs we will only replace your items if the items were insured.  We do not automatically add insurance to your order as some companies do!  We feel that you are old enough to determine how you want to spend your money and the degree of responsibility that you want to assume.  

Insured shipments: If anything in your order is damaged, save all the packing materials and contact us immediately.    We will work with you and the Post Office or UPS to quickly resolve the situation and replace the damaged items.  DO NOT send the items back without first contacting us!  Doing so may invalidate your insurance claim.  Insurance will not be applied for a value higher than the purchase price (shipping costs not included).

Please be aware that we have no control of your order once it shipped.  We have total faith in both the USPS and UPS as a means of delivery but 'things happen' and we recommend that you insure your order just to be on the safe side.

Insured Priority Mail (USPS)

Orders shipped by the Priority Mail do not automatically include insurance - insurance must be asked for by you at the time of your order.  Should an order shipped via Priority Mail  become lost or damaged (without insurance) we will not be responsible for that loss or damage nor will we replace your order or damaged merchandise.  

Insurance on Priority Mail shipments is the responsibility of the buyer and there is a $5000.00 insured value limitation using the Click & Ship labeling system.  If your order exceeds $500.00 in value and you insist on having your order shipped by Priority Mail, your order will be shipped in multiple insured boxes.  We pay for the first box and the customer pays for any additional box(s).

Insured United Parcel Service (UPS)

United Parcel Service (UPS) shipments are automatically insured up to $100.00.  Additional insurance on orders over $100.00 will be applied whether you want the insurance or not.  All UPS shipments will be insured for their full value.

Insurance on single orders exceeding $500 in value will be paid for by Arizona Silhouette (domestic orders only in the continental U.S.).  Free UPS shipping does not apply to Alaska and Hawaii.  Please read the Pre-Paid Shipping above to see if your order qualifies for free shipping.

 

All orders are shipped within 48 hours  sooner of receiving your order.  90% of our order's are shipped within the next business day using Priority Mail (USPS) or United Parcel Service (UPS) and you will automatically be notified by us and by USPS or UPS  when your order is shipped providing that each companies website is functional.  The UPS notification will include a tracking number and the USPS notice will show a Delivery Confirmation Number (this is not the same as a tracking number).

In the event of a delay longer than 48 hours you will be contacted and other arrangements can be made at that time. 

If your order becomes lost and is insured we will start the insurance claim for you. 

 

Return Policy
 

Defective merchandise can be exchanged item for item provided that the defective merchandise is returned to us for our inspection and that the merchandise is indeed deemed to be defective.

Books, magazines and video products will only be exchanged for the same title and/or format.  Fountain pen nibs purchased separately are not returnable.

If you purchased a DVD and it does not play on your DVD player we will gladly exchange it for the VHS (if available) as long as the DVD (or video) is not damaged or abused.  We reserve the right to determine whether or not a refund will be issued based on our inspection of the returned DVD/VHS video.

Undamaged (sellable) merchandise: Provided the merchandise is returned in the original condition/packaging as when shipped and you notify us by phone or email within five (5) days of receiving your order, we will exchange the merchandise in question or issue you a store credit that can be used on future orders once the merchandise in question has been returned to us.  The merchandise does not have to arrive here within the five day inspection period. You must, however, notify us that you want to return merchandise within the five day inspection period by email or by phone and we will issue a Return Authorization.

Undamaged returned merchandise will be assessed a 15% restocking fee.
 
If you received free shipping with your order shipping charges will be deducted from your refund should the value of the returned merchandise drop the total order amount to less than $500.00. 

Shipping charges are not refundable nor do we accept returns on custom  or special orders. 

All returns must be shipped pre-paid unless prior arrangements are made with us.  We do recommend that you package the items securely, insure your package and send it via a trackable carrier such as FedEx, Express or Priority Mail and/or UPS.   We are not responsible for lost or damaged shipments being returned to us.

Returned merchandise is to be shipped to:  Arizona Silhouette Inc.,   660 East 18th Place, Suite B,   Yuma, AZ  85365
 

Missing Parts

All orders are carefully packed and double-checked for damage or discrepancies.  Any errors must be reported to us within five (5) days of receiving your order.  This date will be determined by the Priority Mail Delivery Confirmation notification or the UPS delivery confirmation.  This includes but is not limited to parts within each pen kit.

The following statement may offend some but we are going to say it anyway:  We are aware that there are some pen makers that claim that a part is missing and/or damaged but, when reviewing the complaints, it becomes obvious that the turner either damaged a part during assembly or lost the part.  If a turner is upfront and says "I damaged or lost the part" we will attempt to get a replacement part if one is available.  Our kits come pre-packaged and we do not stock a spare parts inventory.

Our advise:  Keep a couple of spare kits on hand like the type(s) that you are making just in case you need a replacement.  I used to do this when I still hand time to turn pens.  We do keep a record of multiple 'missing part' complaints.
 

'Group Buys'

1.  Arizona Silhouette Inc. will only conduct business with the original buyer conducting a 'group buy'.  Messages directed to us by any individual member(s) of the 'group buy' requesting changes or modifications to the quantities, kit numbers, etc. will not be considered or acted upon.

2.  The complete 'group buy' order must be placed through the Arizona Silhouette Inc. website shopping cart program.  When the order is received all appropriate discounts will be applied and the individual conducting the 'group buy' will be notified with the correct pricing and product availability.  We do not backorder products that are out-of-stock.  If some out-of-stock items are on their way to us, we will notify the buyer and the shipping date of the order can be postponed in order to further complete the order.   

3.  'Group buy' orders are checked three (3) times for accuracy before being shipped.  Arizona Silhouette Inc.'s responsibility for the integrity of the 'group buy' is passed on to the original buyer of the 'group buy' once the order has been delivered to the original buyer, has been checked for accuracy by original buyer and the contents verified. The original buyer has five days to contact us, from the date of delivery, to verify the contents of the order (by email or phone call).  After the five (5) days inspection period the original buyer automatically becomes responsible for the entire 'group buy' order whether we are notified or not.  

4.  The individual conducting the 'group buy' shall be required to reship merchandise to the individual members of the 'group buy' at no additional cost to Arizona Silhouette Inc. Since we have no control over the shipping options nor the packing procedures used, the original buyer is responsible for any possible damage, loss of the entire order and/or missing items (including any missing pen kit parts).  Individual members of the 'group buy' that experience any damage, loss of their order or possible damaged and/or missing parts need to contact the originator of the 'group buy'. The originator of the 'group buy' shall be responsible for replacing any damaged, loss of orders and/or missing parts (including possible missing pen kit parts). 

A 'group buy' agreement must be signed by the original buyer and faxed to us before any 'group buy' is negotiated.  Click Here to download a PDF of the Group Buy Agreement.

Your Privacy

We do not and will not disclose your email address or any other personal information to any other company!

Backorders

Effective August 18, 2006:

We do not 'back order' items that are out of stock.

We do our best to keep all items in stock but this is not always possible.  Please be aware that we do our best to restock sold items but due to the nature of our products, especially the wood blanks, this is not always possible.  We have no control over our suppliers inventories.  If for some reason we are temporarily out of any item(s) that we normally stock we will hold your order and ship it the day we receive the item(s) that we are waiting on.  We will ONLY do this when we expect the items to arrive within five (5) days or less.  If you do not want any delays with your order, even for a few days, please note this at the time you place your order in the COMMENTS section of the order form ("No back-orders").
 

Additional Information