Our Satisfaction Guarantee
Selecting the appropriate art for your home sometimes involves a bit of trial and error. Sometimes an item that looks like it will match your decor in a picture may not look right when you get it home. We want you to be satisfied with your purchase. Our return policy is as follows.
- You must contact us via email within 5 days of the arrival of your item. Because all our items are shipped via methods that use tracking, in the event of a discrepancy, the date of delivery from the carrier will be used as the delivery date.
- You must obtain from us a product return authorization number. - No items will be accepted with out that number written on the box.
- All original boxes and shipping boxes including packing materials must be returned in their original condition. The item must not be broken, scratched, worn etc. All returned items are inspected for damage. If you received free items with your shipment, they must be returned as well or you will be charged the retail cost of the item. We may waive this if you are returning a partial order.
- Cost of returning the item is your responsibility and it must be insured. We prefer that you return the item by the same carrier and method that it was sent to you.
- Refunds are issued minus the shipping amount on your invoice and a 10% Handling & Packing fee. The refund will be issued to the same credit card you used to pay for the item. No checks will be issued unless you paid by money order or personal check. Example - if you paid by Visa then the refund will be sent to your Visa account.
- Large orders of more than 5 items or items returned without a return authorization number will be subject to a 20% restocking fee. If you are unsure of a design please order just one item to test its appropriateness in your home.
- All items must be returned to our Arizona address regardless of where the item was shipped from. Song Enterprises Inc, 1634 Linda Drive Lake Havasu City, Arizona 86403
- Broken items - If your shipment is broken or damaged you must contact us within 5 days of the arrival of your item(s). Please take pictures of the damaged items as well as the packing container. Items will not be replaced without pictures showing the damage or you can send the item back to us. Do not discard any materials as most shipping companies will want to see the damaged item and/or container.
- Custom orders and closeouts do not qualify for refunds or exchange.
Shipping Times and General Information
Before we can ship, we process your order to verify availability of your product(s), shipping selections and credit card information. We will process your order within 1-3 business days and contact you if necessary. Your credit card will not be charged until your order ships.
How fast you receive your items depends on the shipping method you choose during the order process and where the item is coming from. We reserve the right to select the best method of shipping your item. Priority mail works well for small items such as animals, spun glass figurines and some flowers. All other items will be shipped UPS, FedEx or DHL and your invoice will be adjusted accordingly. We will email you with any changes to your shipping requests.
All shipping time estimates are in business days. Ground Shipping is estimated to be 2-7 business days depending on your location.
Please note that the time quoted on the shipping calculator is an approximate transport time once your item has been shipped. It is NOT the time from when you place the order until it arrives at your door.
****Please Send us a Note with your order if you require your items by a certain date. We will call and discuss the options available. ******
Actual shipping times vary by your location, product and method. Most items ship from our warehouse in Lake Havasu, Arizona. Items such as the Serviente Glass will ship from the artist's studio in New York and are usually made when ordered - this can take 6-8 weeks for delivery. Other glass lines may ship directly from the manufacturer or importer and that can take a while longer. In that case, we will email you with an update on the status of your order. Please remember that most of the items on this site are handmade and are NOT mass produced, therefore depending on the time of year and popularity of certain items, you may have to wait longer for items to be sent.
If the item you order is out of stock or will be delayed, we will email you with an update on the status of your order. If you wish to change your method of shipping, we can do so at your request and adjust your shipping rate accordingly. WE WILL NOT PROCEED WITH THE ORDER WITHOUT YOUR APPROVAL.
If you order more than one pair of items and we do not have all items available in stock, we will send them separately at no extra cost to you.
How will you contact me regarding my order?
Immediately after you place an online order we'll send an automatically generated acknowledgment.
*** Please make sure you use a valid email address when you register your account. Our primary method of contacting you is by email. We will not be responsible for bounced emails or emails that are rejected by Spam filters.****
You will receive confirmation of shipment within 1-3 business days, or be notified of any delay at that time. Availability of items is subject to stock on hand and/or availability of items from manufacturers. Credit card transactions are subject to verification by issuing bank.
Shipping Areas and Restrictions
Orders can be shipped only to locations within the U.S. Song Enterprises Inc ships to all 50 states using UPS, Fedex or DHL delivery or on some items, the U.S. Postal Service. International orders may be accepted by request. Any duties, taxes or other fees associated with international orders are the responsibility of the purchaser.
We offer USPS as a shipping option to be used on small items such as the figurines. All wine glasses, decanters, long stem flowers, etc will not be shipped USPS. Due to a high percentage of breakage on certain items with certain carriers, we reserve the right to change the carrier. If you need your items quickly, please email us for a quote.