No.  Our shipping policy clearly states that "If loss or damage occurs we will replace your items only if the items were insured".  When you place an order through our website you will be asked if you want your ordered insured.  A "Yes" or "No" answer must be entered or the order cannot be completed.  If you call in your order you must state that you want your order insured.

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Why don't you automatically add insurance to every order?

Two reasons: (1) I don't like spending other people's money without them knowing about it and (2) people should be afforded the choice of whether or not they need or want the insurance.  If in doubt insure your order!

U. S. Mail (USPS) insurance costs $1.70 for orders up to $50, $2.15 for orders totaling $50.01 to $100.00 and $2.60 for orders up to $200, $4.60 for orders up to $300, $5.55 for orders up to $400, $6.50 for orders up to $500, $7.45 for orders up to $600, $7.30 plus $0.95 per $100 or fraction thereof over $600 to $5,000.  We purchase insurance directly from the USPS and we do not make any additional profit on your insurance as some other companies do.

United Parcel Service (UPS) shipments are automatically insured up to $100.00.  However, we automatically insure each UPS shipment for its full value whether you want additional insurance or not. 

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Do we ship orders outside of the United States?

Effective December 1, 2005, we will no longer accept nor will we be shipping orders outside of the United States.  We do ship to APO and FPO addresses.

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My order was shipped by Priority Mail.  When I go to the USPS website and type in the delivery confirmation number I am being told that the package was delivered but I never received it!  What do I do now?

This has happened to one of our customers that we know of.  Here is what we suggest: (1) contact your mailman.  He may have put the package in an out-of-the-way place so it wouldn't 'grow legs' (get stolen) or he may have left your package with a neighbor; (2) contact the post office where your mail is dispatched from.  It has been our experience that the issuing post office has the parcel and is waiting for you to claim it.  A delivery confirmation number was sent to you by us when your order was shipped.  Take this number with you when you go to the post office.

Once an order has been shipped by U.S. Mail it is the hands of the post office and totally out of our control.  Unfortunately, we don't have any special contacts within the USPS to help you find your package.  The only time the package is scanned is when it is picked up here and when delivered (as per USPS regulations) so there is no 'track-a-bility' as there is with an order shipped by UPS (the USPS system is now being upgraded and you can sometimes see where your package is at).  If you desire to have a tracking option request shipment by UPS (UPS is the preferred choice in this instance).

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Do you retain credit card information in your website's database?

No.  When you place an order using your credit card the CC number is sent in two separate encrypted messages.  I am not going to disclose how its done but since we started our new shopping cart program (June 2007) I can tell you that if someone were to go into your printed or electronic file they will not see your complete credit card number.

If you are paying by Money Order or Cashiers Check:  Do not send payment until you have received a separate Email from us indicating your total charge (merchandise plus shipping charge).  Your order will not be shipped until your payment is received. 


 

Can we combine kits to get the benefit of discounted pricing?

Yes.  You can 'mix & match' for quantity discounts.  Keep in mind that the $1.75 24k/chrome slimline pen kits, the cigar kits selling at $3.99, and the upgrade gold, chrome and copper 7mm Round Top Pens cannot be used for discount pricing.  Kits that do not qualify are indicated in the website.

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When a kit is out-of-stock will it be automatically backordered and shipped to me when it is back in stock?

Effective August 18, 2006:

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").  The customer is responsible for the shipping charges on any back-ordered items.  We do not backorder wood pen blanks or wood blocks.

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Do we have a printed catalog?

Not at this time.  Color catalogs are very expensive and being a small company we cannot afford the 'high gloss' that printed catalogs provide.  Our website allows us to add products faster and still maintain reasonable pricing.

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I ordered a kit that was on sale but my order confirmation did not indicate sale pricing.  Will I be charged the regular price or the sale price?

Under each item on sale is the following statement: "The Shopping Cart notification will not indicate the sale prices but we will apply them when your order is received.  Sale prices will be used in processing the charge to your credit card."

What this means is that we will apply the sale price when we receive your order.  We review each and every order and apply sale pricing on all eligible items.

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Can I purchase extra parts?

All of the kits we sell come to us individually bagged from the factory.  We don't stock of extra parts nor are they available to us.

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A part was missing from a kit I purchased from you.  How do I get the missing part replaced?

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 kit.

Our policy regarding missing or damaged parts:  In the event that there is a missing and/or damaged part, and you notify us within the time frame as detailed above, we will supply the part even if we have to cannibalize the part from another kit.

This may offend some people but we are going to say it anyway:  We have noticed that there are some pen makers that claim a part is missing but, when discussing the problem with them,  it becomes obvious that they either damaged a part during assembly or lost it.  If you are upfront and say "I damaged or lost a part" we will try to get you a replacement if one is available.  There may be a charge assessed for the parts.

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

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I damaged a part during assembly.  Can I get a replacement part?

As stated in Can I purchase replacement parts?: we do not stock individual parts.  What I used to do (when I still had the time to make pens) was to have extra kits on hand to cannibalize from if I needed extra parts.

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I submitted an order and then I remembered that I forgot to order something.  Can I combine the orders in order to save shipping charges?

You need to submit a separate order for the items you forgot.

If we don't have your original order already pulled, packed, written up and boxed we will make every effort to combine the orders in order to save you shipping charges.  However, if your original order is pulled, packed, written up and boxed the extra items will go out as a separate order.

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Why do you recommend that I order through the internet instead of calling in an order?

Our shopping cart program saves both you and us a lot of time.  Our goal is to get you the supplies you need in a fast and timely manner and ordering through our website allows us to do just that.  You are kept up-to-date and the automated system streamlines the whole process.  Our time is just as valuable as your time and we ask that you please order through our website.  If you are not computer literate feel free to call us.

If you have questions please give us a call during our business hours shown in the top of each web page and we will be more than happy to answer them.

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What is your 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 (like new) 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 (this covers the cost of having an employee check every returned item for completeness and/or damage).  Pen kits (including the individual parts) must be in the same bag(s) they were shipped in.
 
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. 

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

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Do you charge sales tax on internet sales?


The Arizona State Department of Revenue requires that we collect Arizona Sales tax 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.  A copy of your license is required for our records in order for us to be in compliance.

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How soon can I expect my order to be shipped?

We strive to ship your order within 24 hours of receiving it.  Orders received on weekends and holidays can have some effect on our 24 hour shipping policy.  We ship Priority Mail orders Monday through Friday and UPS orders are shipped Monday through Friday. APO and FPO orders are shipped one day each week.

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I have attempted several times to place an order with no success.  When I try to checkout the software asks me for a password.  When I could not get that to work I asked for my password to be sent to me (it was the same as what I was using). When I enter that password your software tells me that it is the incorrect password. 

The new shopping cart (instituted in June 2007) requires that all former customers sign up as a new customer.  We could not take your old information with us without compromising your confidentiality to other parties. 

Three things can be happening: (1) the password is case sensitive.  Be sure that the caps lock key is not on; (2) when you log on you will be prompted for your email address and password.  If you have changed your email address from the time that you originally registered you will not be recognized by the shopping cart program.  Send us an email if you've changed your Email address, we will change your password and then you can use the the new password to login.  You can later change the one we sent you; (3) some websites that you may be used to ask you for a user name.  In our case your user name is your Email address.

Some people have experienced problems when trying to place an order when using a computer connected to a wireless router.  The software that accompanies the wireless routers has found to be the culprit.  We don't have access to the various router software packages out there so we can't design a 'work-a-round'.

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