Customer Service
Updated 6/18/2010
Hours of operation:Monday - Friday 8am - 5pm Weekends & Holidays: Closed
Contact Information:
Natitys is a strictly web-based business, You may contact us by email to: natitysdesigns@gmail.com
Reviews/Giveaways:
Natitys Design offers frequent giveaways exclusively through our own company newsletter, facebook page, twitter page and blog. We encourage you to sign up and follow us for your chance to win free products. Reviews from current customers are always welcome and posted under our "Happy customers" page.
Products:
Natitys is a Home-Based Studio, therefore, all our items are hand-crafted and cared for as any boutique would. We specialize in Baby and children Hand Made items like Blankets, Car Seat Covers, Clothing, Gifts and more. We design and make all our products in our studio, we do not use third party companies. All items are made in a Smoke Free environment. All made in the USA.
Safety Information:
We are committed to providing quality, safe products. Our items are not treated with harsh chemicals as fire retardants and stain resistant materials. If you are interested in treating your cover with these chemicals, they are available at most large home stores and can be easily treated at home by you at your own risk. {Naturally, we do not accept chemical treated items as returns}
Our materials come form the highest standard constructions:
Fabrics: Our fabrics have been tested by the manufacturers and are considered to meet the hazardous material requirements of the Consumer Product Safety Improvement Act. There is no lead in the production of the fabrics, they pass Class 1 for normal flammability and the concentration of Phthalates detected in the fabrics is less than 0.1%.
Stuffing: we use Poly-fil material from Fairfield Quality Polyester Products for home and Industry which has certified that their products are safe for all children including children under 3 years of age and are certified to be lead free and Phthalates free.
In conclusion, our products are safe for your children, made individually and are One of a Kind.
Warranty:
Hand Crafted items have a limited warranty depending on the situation, please email us directly for any questions.
Shopping Cart:
Your security and personal information is out priority. We have taken several steps to ensure your transaction is secure! Our cart is PCI Compliant and we use McAfee Secure website scan.
Payment Options:
We accept:
- Credit Cards: Visa and Master Card, American Express and Discover.
- Paypal payments {this includes ALL major credit cards, E-checks and funds transfer}. You do not need to be registered with Paypal to use this service!
- Google Checkout {Please note that using Google check out will extend your wait time one additional week, this is because they do not release funds to us for one week after you pay for security measurements they take}
SATISFACTION
ALL sales are final. However, if there are valid issues in regards to quality, we can assure you we stand behind our products 100%. Simply give us the opportunity to make it right! Any issues must be informed within 3 days of receiving package. We may require digital photographs of the issue and will handle each problem on a case-by-case basis.
Returns or Exchanges {applies only to orders placed before 6/18/2010}:
Returns: Are welcome, there is a 25% restocking fee for any return, un-used items only within 5 days of receiving. Your refund is made in the same way we received your payment {Paypal or Credit Card} within one week of us receiving the item back, shipping charges are not refunded. We will not accept any un-authorized returns, please email us with the order information prior to shipping. Excludes Custom orders and Expedited order charges, these charges are non refundable.
Exchanges: Are welcome, there is a 25% restocking fee for any return, un-used items only within 5 days of receiving, shipping charges are not covered. We will not accept any un-authorized returns, please email us with the order information prior to exchanging. Excludes Custom orders and Expedited order charges, these charges are non refundable.
Please NOTE: when we offer "free shipping" in the U.S. and you return or exchange the item, we WILL deduct the shipping charge we paid once the item is returned. In other words, what you will receive as a refund or credit will be the total you paid minus 25%, minus the shipping charge {between $5.00-10.00} and if you requested an expedited order, the charge for that is non-refundable {$25.00-40.00}.
Waiting Periods:
Most of our items are made-to-order, therefore considered One of a Kind. Please refer to the following list for wait times:
Order Cancellations:
Because we are a small operation, there is time and materials we set aside for your order that cannot be recuperated, we kindly require that no orders be cancelled. However, we understand there are instances where this must happen, below, are the only scenarios we are willing to cancel an order for you:
1. It has been less than 24hrs since you placed your order. We will cancel it at your request.
2. We have had the product or materials in back order for quite some time and cannot complete your order in a reasonable amount of time.
Any other order cancellation, is unfortunately something we cannot accommodate, we appreciate your understanding in the matter.
The fine print:
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Damaged packages: please notify us immediately, we will submit an Insurance claim with our carrier and replace your package as soon as possible.
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Stolen and unclaimed packages: if the package made it to it's destination, and for one reason or another was stolen while waiting for you, or a notice was left and you never pick up the package or request re-delivery, it will be treated as abandoned, in this event, no refunds are granted. If after a while the package makes it back to our hands, we will gladly re-send it to you at your cost.
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Returns without notice or authorization: we reserve the right to re-ship at your cost any package that we receive as a return without an authorization.
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Errors on your order created by you: please notify us of any mistakes you made while placing your order! As long as we have not started working on it, and we offer the product, we can normally make changes to it without a problem, please review your order carefully when placing it as once we fulfill it, it's too late to make changes.
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Errors on your order created by us: let's face it, we are not perfect and unexpected human errors happen, if you receive your package and it is not what you ordered, please contact us immediately, we will make things right in a timely manner!
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Any other issues, we treat on a case-by-case basis, rest assured we will work with you to any reasonable extent. We are here to help and serve you! :)
Expedited Orders:
We welcome expedited orders for an additional fee, please refer to the specific item for fee amount.The charges associated with these orders are non refundable.
Shipping:
Worry Free Shipping: All our items are shipped via Priority Mail with a Label Number that allows you to view the status of your package online. These packages are insured by us. If there is any problem delivering your product, please notify us immediately so we can find the best solution for the problem. Please note that we must be notified within 30 days of shipping or else the insurance will lapse and any solution would be out of our hands. Does not apply to International Shipping.
We normally use USPS {United States Postal Service} to ship our smaller items like Nursing Covers to our medium pieces like our Car Seat Covers, for larger packages like Bedding and Pillows, we use UPS.
International Shipping: Please note, we do not, under ANY circumstances guarantee shipping accuracy information provided by the Postal service to International shipments. Once these packages leave the US, there's normally not a very reliable way of tracking. In addition, insurance is not offered.
Back Orders:
We do our very best to keep an updated stock information, but If for some reason your item is on back order, you will be notified immediately and will be provided with the option of waiting for the item or canceling your order.
Custom Services:
We offer custom services on many of our items, please use our Custom Services Form for inquiries, please be as specific as possible.
Working with fabrics you mail us:
Gift Certificates:
After Purchasing a Gift certificate, we mail it with a specific code as a card to where specified. Our gift certificates are valid for 6 months after the date purchased.
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