Ordering Questions

Q. How do I know my personal and credit card information is secure?

A. You can feel safe shopping with Our Family Heirlooms. We use PayPal for processing your personal and credit card information during the order checkout process.

Q. What if I still don't want to place my order on the Internet. Can I place an order over the phone?

A. No, Our Family Heirlooms at this time is unable to process orders over the phone. Rest asure, the internet is safer then ordering on the phone.

Q. How do I know you received my order?

A. You will receive a confirmation e-mail within 24 hours of placing your order. If you do not receive your confirmation e-mail within 24 hours, please contact us to confirm your order.

Payment Questions

Q. When will Our Family Heirlooms charge me for my order?

A. All orders placed with Our Family Heirlooms begin to process immediately with our manufacturers, therefore, your card is charged at the time you submit your order.

Q. What forms of payment do Our Family Heirlooms accept?

A. Our Family Heirloom uses PayPal payment technology and accepts:

American Express

Discover

Mastercard

Visa

Q. In which states do Our Family Heirlooms charge sales tax?

A. Sales tax, in the amount of 6.5%, is charged for in-state deliveries to Minnesota. Sales tax is collected on the total order amount, excluding shipping. Sales tax will be calculated during the check out process.

Shipping Questions

Q. What are my shipping options with Our Family Heirlooms?

A. All orders Our Family Heirlooms shipped via ground carriers. Currently, Our Family Heirlooms do not offer expedited shipping.

Q. Can I change my shipping address if I need to?

A. Yes, you can change your shipping address. However, there is a $50.00 processing fee for all address changes that are submitted after an order is placed and processed. In the event your order has already shipped, you may also be responsible for re-consignment fees charged by the carrier.

Q. How can I track my order?

A. Once your order has shipped, The Our Family Heirlooms Team will email tracking information to you that will contain your tracking number, the name of the carrier that has your order, and their contact information for follow up. You will be able to check the status of your delivery timeframe online through the carrier's web site.

Q. How many shipments will I receive?

A. If you purchase items from more than one manufacturer, you may receive more than one delivery.

* Please note that items may arrive on separate dates/times.

Q. When will my item arrive?

A. Items usually ship within 1 week, unless otherwise noted on the product page of an item you are purchasing. Deliveries can take an additional 1-3 weeks after the shipping date, depending on location. As a company Our Family Heirlooms always strive to reduce these times. We have found that deliveries occur well within our estimated timelines. However, we can not control exact delivery times, and do not guarantee delivery dates. Please keep in mind that inclement weather and holidays can often cause a short delay.

Q. What if I live outside the continental USA, can you ship to me?

A. At this time Our Family Heirlooms only ship to the USA.

Delivery Questions

Q. What happens if I am missing boxes?

A. If there are any pieces that have been lost during shipment or if the incorrect item was shipped, please make a note on the carrier's invoice. The missing or incorrect items will be replaced free of charge, as long as it is reported to Our Family Heirlooms customer service department within 5 days of delivery. Please do not sign for more or fewer boxes than you have actually received. In the event that you sign the delivery document and later realize that a box is missing, we will ship you a replacement, but it will be at your cost.

Damage Issues

Q. What happens in the unlikely event my product is damaged?

A. Our Family Heirlooms uses packaging designed to arrive at your home without damage. On rare occasions, shipping damages may occur. When you receive your order, please inspect all packages. If you incur any damages during shipment please make a notation on the Proof of Delivery (POD) document 'damaged.'

After noting the damage on the POD, please accept the undamaged items. You may choose to either refuse or accept the damaged units. The damaged items will be replaced free of charge as long as it is reported to Our Family Heirlooms customer service within 5 days of delivery.

Q. Is my item insured for shipping damage?

A. Yes, every item at Our Family Heirlooms is shipped fully insured. The insurance cost is included in our shipping & handling fee.

Policy Questions

Q. What is the Our Family Hierlooms return policy?

A. You can return most items sold by Our Family Heirlooms within 15 days from the ship date.

To qualify, simply e-mail for call The Our Family Heirlooms Team about the return within 15 days from the ship date. Please ensure that the item is in its original condition (including: packaging, manuals, warranties, accessories, security seals, etc.). We must receive your item back within 30 days of when we originally shipped it to you. Please allow us 3 - 5 business days from the time we receive the return to process your refund.

For your protection, we suggest all returns be sent back by a traceable carrier, and insured for full retail value. The customer must pay all costs related to return shipping. After receiving and inspecting the returned merchandise (no credit for missing items or if damaged in return shipping), we will reimburse you for the purchase price of the item, less the original shipping fee and less a restocking fee of 15%.

For refunds on purchases made with a credit card, we will issue a credit to the same credit card used to make the purchase. If you paid using Check or Money Order, the refund will be applied to your Our Family Heirlooms account as an in-store credit. Sorry, no refunds on Gift Certificates.

Q. What is the Our Family Heirlooms cancellation policy?

A. Due to the speed at which customers are charged and orders are processed, a cancellation will only be accepted within 24 hours of being placed.

After 24 Hours but before shipping** a 15% processing fee will be charged for cancellations. **Items that have shipped can not be cancelled. However, you may take an advantage of our Return Policy.

Q. What if the item becomes unavailable for some reason unforeseen reason?

A. The Our Family Heirlooms Team will contact you and suggest a substitute product available to you at an equal or higher value. If the alternate product does not meet with your satisfaction, we will offer you the ability to cancel your order.

Please note that occasionally our policies do change. If you have any questions please contact us.