polkadots & moonbeams > customer service

We are continously trying to improve our website, so please tell us what you think. Your thoughts and opinions are important to us! If you have any questions or concerns please contact our customer service department. You can email our customer service department at info@polkadotsonline.com, or call toll free at 1.804.399.4823 Monday-Friday 9:00 am - 5:00 pm EST. All phone calls and emails will be responded to within 24 hours. We look forward to hearing from you!

Ordering
Once you have selected your items and are finished browsing, proceed to Checkout. At this point you can review your basket, view your order total, remove specific items or delete the entire order. If you wish to continue you will be requested to provide your name, email address, credit card information, billing and shipping address. On personalized and “made to order” items, upon order placement we will collect 100% of the value of the item, plus any appropriate state sales tax and shipping fees. If your shipping address is in the state of Virginia you are subject to 5.0% sales tax. You may then submit your order via our SSL secure server, which encrypts information, ensuring that Internet transactions remain private and protected. On completion of your order you will be issued a confirmation number. The confirmation number should be used in any correspondence with us. You will receive a second confirmation via email with the date your order was shipped. Please contact customer service if you have any questions or problems with your order. Please use your confirmation number for reference and NEVER put your credit card information in an email. You will get a response within 24hrs.

Shipping and Handling
polkadots & moonbeams ships anywhere! We strive to keep shipping costs to a minimum while providing you with quick shipping times and accurate tracking information. All Shipping Charges are estimates by UPS according to shipping weight and destination. However, some orders are drop shipped directly from the artist. Each artist chooses their own shipping method, therefore some products will be shipped using alternative shipping methods such as: USPS Priority Mail or Fed Ex Ground Service. Each artist uses the best method to ship their products to you in a timely manner. All order delivery times vary according to the product. For custom orders, this time may vary. Please see product page for availability and delivery times. Please NOTE: When choosing a faster shipping method other than UPS Ground, this DOES NOT speed the production of that particular product (unless otherwise noted) -- this only speeds the delivery time of the product. At polkadots & moonbeams we go out of our way to select distinctive and unique merchandise that in most cases is not mass-produced. We make EVERY effort to have enough inventory to accommodate all orders. However, there may be times where we sell out of an item before we have time to indicate that status on our site. Therefore, please understand that many, but not all, of our featured items are selected and available in limited quantities. If you order an item that is out of stock or on back order you will be notified by email informing you of the date we expect to have that item. You will have the option of waiting for the item, changing or canceling your order.

NOTE: Additional delivery charges may apply to your order if we are supplied with an invalid address or if the package is returned "Undeliverable" by UPS or USPS.

Gift Orders: For your convenience, we are happy to ship your gift orders directly to the recipient. Simply fill out the shipping information and use the Gift Card Message field to tell us what you would like the gift card to say. We can wrap some of our gifts at an additional charge of $5.00 per gift. Due to the complexity of shipping, if you would like to send multiple gifts to different addresses, we ask that you submit the orders separately. We apologize for the inconvenience, but all items submitted as part of the same order will be shipped to the same address.

Gift Certificates: polkadots & moonbeams gift certificates are available in the amounts $25, $50, $100 and $150. Each gift certificate will be sent wrapped as a gift with a card. To redeem gift certificates, recipients can look at items on the website to purchase by using the gift certificate code.

Returns & Exchanges
100% Satisfaction Guaranteed! It is our objective to ensure that every customer is completely satisfied with every product purchased from polkadots & moonbeams. Unfortunately, we are are unable to refund PERSONALIZED ITEMS or made-to-order CUSTOM or HAND-PAINTED ITEMS...please pay special attention when ordering any personalized or hand-painted items. If an item is received damaged or if there is an error, please contact us immediately (WITHIN 24 HOURS) at 1.804.399.4823 so that we can replace the item as soon as possible. If we are not contacted within 24 hours after the item has been delivered, we cannot be held responsible for replacing the item. Please keep the item and its original packing in order to receive a replacement. If you are unhappy with an item (non-personalized or not hand-painted upon order), please contact for return authorization first and then simply return it with the packing slip, unused and in original condition, stating the reason for return within 7 days of receipt. We will issue a refund (excluding shipping charges) or an exchange if you so choose. A few items cannot be returned ~ personalized items, made-to-order hand-painted items, holiday items and sale items. PLEASE NOTE - RUSH FEES ARE NON-REFUNDABLE.

Changing or Canceling Orders: Should you decide to change or cancel your order, please call us at 804.399.4823 within 24 hours. If your order has already been processed, it may be too late to cancel the shipment. Unfortunately, all shipping costs are non-refundable.

Product Display
The colors depicted as well as the display and color capabilities of your particular computer monitor will greatly affect the colors you actually see on your screen. We have done our best to display as accurately as possible the colors of the products shown on the polkadots & moonbeams website. polkadots & moonbeams cannot be held responsible for the limitations of your monitor and can not guarantee that your monitor's display of any color, texture, or detail of actual merchandise will be accurate.