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Customer Service

Our customers are at the center of our business, which is creating special gifts for special people... 

 

Here at PersonalizedCrates.com we strive to do our best when creating custom products for all of our customer’s many special occasions and needs.  The very nature of a custom and personalized gift requires extra special attention to detail to make sure every gift crate and memory box comes out as perfect as our customers imagined.

 

If for any reason, we’ve made a mistake or didn’t leave you 100 percent satisfied by your experience, please let us know as soon as possible so that we can correct any order errors and resolve the situation.

 

Customer service is at the core of our business and your feedback is essential to that end. We love to hear from our customers, good or bad so please share your stories, photographs and reactions because it helps us strive to do a better job and means we can all go home feeling really good about what we do. We love knowing that your gift has made a real difference. We would encourage you to share any comments or ask any questions by contacting us, you can fill in our contact form here, call us at 1-888-851-1118 or email us at info-pc@personalizedcrates.com our mailing address is:

 

Personalizedcrates.com

128 Intervale Rd

Burlington, VT 05401

 

Changing Your Order

Due to the personalized nature of these items, once an order is authorized and in processing we cannot make any changes to the requested customization.  If you do realize a mistake was made please contact us as soon as possible. We will of course do everything in our ability to help, however customizations cannot be changed after the order has started to process.If you need to cancel your order please see "Returns Policy" below for further information about cancelling orders. 

 

Color Variations 

Occasionally there are variations on the color of the wood used to make these custom gifts. This can be caused by temperature and variations of the color of the stains used on our crates. Your crate may not match exactly the color you see on your screen because of your screen resolution settings. We do everything we can to reduce these variances but sometimes it's outside of our control. 

 

Delivery and Shipping 

We are always working to process orders in as timely a manner as possible and will work to have the item shipped within 2 business days from the date of order and will be delivered by Fedex Ground.  No order should take longer than 9 business days from the date of order to arrive at its recipients address.

We'll confirm your order right away with an email confirmation and start processing it straight away. In the unlikely event that we accept an order that we cannot deliver within this guideline, we'll let you know and arrange an immediate refund if required. 

 

Taxes 

Taxes are only included for orders that are billed to Vermont

 

Credit Card Security 

All our website payments are handled by PayPal, which accepts all major credit / debit cards, and even offers payment by eChecks and bank draft. As a payment service provider (PSP), thousands of businesses outsource their transaction security to them and they are industry leaders. It's their top priority to ensure that customers' transaction data is kept secure at all times, which is why they comply with the Payment Card Industry Data Security Standard (PCI DSS). If you're not sure the order has been confirmed, please email us at info-pc@personalizedcrates.com or phone at 1-888-851-1118

 

Returns Policy 

 

IMPORTANT: Under the above regulations, personalized goods are an exception to the normal regulations regarding cancelling orders. Should you decide you wish to cancel an order you must notify us within 24 hours of placing the order, ideally by telephone at 1-888-851-1118 or if by email, you must ensure your response is received within 24 hours. If the products have not been made then we will arrange to cancel the order BUT if they have, then you will not be entitled to a refund. Your rights are unaffected if the product received is faulty and not fit for purpose or repairable.