HowardMillerTime Frequently Asked Questions (FAQ)

HowardMillerTime truly appreciates your business. Our somewhat lengthy FAQ page below was developed as a direct result of answering the concerns, curiosities, emailed questions and phone calls of our valued browsers and customers, but please don't hesitate to contact us if you have any further questions. There is no question too small.

Phoenix Odyssey, LLC dba/HowardMillerTime.com is
your approved factory authorized Internet Howard Miller Dealer.

Howard Miller Clock Company Frequently Asked Questions
Go to: http://www.howardmiller.com/CustomerSupport/FAQs/FAQs.aspx

Your 100% satisfaction is always our goal.

HowardMillerTime Policies

"New" Howard Miller Clock Trade-Ins / Or Returned Items

HowardMillerTime, located in Ocala, FL, does consider Howard Miller Clocks as trade-ins on purchases of "New" Howard Miller Clocks. If you have a Howard MIller clock that you want to discuss possibly trading in, please contact us via our eBay contact a member, or by phone  before you send your clock to us. We will do our best to offer you dealers fair market price on any clock you wish to trade. However, not all clocks have a value, so we do reserve the right to decline any clock(s) as a trade-in, and in no case will we take a clock trade in of higher value on a clock of lesser value, or be responsible for return shipping (unless agreed to by prior arrangement).

Packing and shipping to HowardMillerTime of any clocks taken as trade in is the responsibility of the customer (unless otherwise mutually agreed at the time of purchase of the "New" Clock purchase). If shipping any item to us, whether a trade-in or a return, please ensure you obtain insurance and a tracking number as we are not responsible for damage occurred in shipping or loss in transit.

HowardMillerTime shipping address::

Auction Sales Returns, and Trade-ins
HowardMillerTime
303 SE 17 Street
#309, Suite 222
Ocala, FL 34471

New Howard Miller Products Purchased From HowardMIllerTime
Call our customer service toll free at 877.256.2585, we will send a Returned Goods pickup.

Checkout After Purchase (or at Auction's End)

Right after you have made your purchase (or, in the case of an auction when the auction ends), you will be sent an email with the URL (link) to complete your 'Checkout'. If for any reason you do not receive the 'Checkout' email, you will automatically continue to receive 'Checkout' emails approximately every three days as a reminder until you have completed the 'Checkout' process.

All information will be found when you Checkout. This includes the total price of the item(s); shipping cost(s); insurance cost(s); all of the available payment methods, and our contact information and mailing address will all be found at the "Checkout'.

Completing the 'Checkout' records all your purchase information, how you are paying (or have paid), and if you are sending a payment to us via regular mail or other method. If you plan on mailing your payment to us, please complete the 'Checkout' before you send your payment so we can gather all relevant information for shipping your product, and get your item(s) scheduled with the shipper.

Once you completed the 'Checkout', you will easily be able to print an invoice, and if you are paying online you can also print out a receipt for your records (if you would like to have a printed receipt at the time you checkout). Once we have physically received your payment we will be send you a receipt for your payment via email.

In the case of multiple items purchased, if you used the same email address and other Buyer contact information on all of your purchases, all items you purchased will automatically show up and you will see a combined total in your 'Checkout'. You will automatically receive a Shipping Credit in your 'Checkout' for multiple items that you purchased that are being shipped at the same time and to the same physical address.

If you are buying multiple items and need to have different items shipped to different addresses, to help us ensure your items are shipped correctly, you should purchase each item individually and list the delivery address in the checkout on each item. You only need to do this if multiple items you purchased were purchased using email addresses or different customer information.

If by chance you used different order information when you purchased multiple items and you would like to combine those multiple orders into one order for shipping savings, send us a request to combine your purchases via email before you checkout. Send your request to combined orders to: .

Please indicate in your email to us the different items you have already purchased that you want combined, and also include your phone number in case we have questions about combining your purchases (please include your area code). Once we have combined your different multiple item purchases into one order, we will send you a new checkout request to complete your purchase.

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Billing - How It Works

"New" Howard Miller Clock or Cabinets: If an online order or phone order is placed, we generally send a Checkout Request Link via eMail. If phone order's placed and no eMail is available, we can also send a completed billing statement by regular mail (or fax).

Online Auction: All billing is handled at the end of auction (or Buy It Now) via email which has Checkout Request Link.

We appreciate your business. All purchases made at HowardMillerTime (auction or stores) must be paid for in full before any item(s) will be physically shipped from the Howard Miller Clock Company factory, or our HowardMIllerTime warehouse.

HowardMillerTime collects and remits applicable state sales tax on items shipped to Florida at the time of sale. We do not charge sales tax in other states, please be aware Some states may require buyers to pay a use tax on Internet sales. You may want to check with your state tax authority to see if a use tax is required on any purchase of any item on the Internet. Any use tax that may be due by your state on goods purchased on the Internet are the responsibility of the buyer.

Payment Methods Accepted (All prices are in US Dollars)

On both Auction items and "New" Howard Miller Clock & Cabinet purchases, we accept and prefer Pay Pal as payment method (PayPal accepts Master Card, VISA, American Express, Discover, and eChecks via PayPal).

If you don't have a Pay Pal account, or would rather pay us directly, we do accept payment by American Express, Discover, VISA, Master Card which are processed through our Pay Pal Merchant Account (our credit card processor). You do not need a Pay Pal Account to pay us by Credit Card. If you do not want to pay online, you can contact us toll free in the USA at 877.256.2585 Mon-Fri 9am-5pm ET, and we will be delighted to take your credit card payment via telephone.

FOR THE PROTECTION OF OUR CREDIT CARD CUSTOMERS: We participate in both Internet Fraud and Identity Fraud Prevention Programs. As such, all payments made via Credit Cards are subject to telephone verification with the Card Holder - and may be verified by HowardMillerTime, Pay Pal, and / or the Card Holder's Credit Card Bank Company.

In the event of shipping requested on a order to an address other than a verified Customer address on your credit card company records, HowardMillerTime reserves the right to not accept a Credit Card directly as payment on rush orders and purchases.

Shipping Cost

NEW HOWARD MILLER CLOCKS & COLLECTORS CABINETS (including Curios):

Any "New" clock or item individual order that has a purchase price of $100 or more (not including shipping), we pay the full shipping cost to any final delivery destination in the continental USA. Hawaii and Alaska deliveries may be subject to a slight shipping surcharge.

On Clocks or item orders under $100 total, shipping cost is at customers expense (in addition to the stated sale price of the items). Shipping rates will be stated in item ad when shipping is not included (unless otherwise stated in the individual item ad). Shipping charges for items that are returned for exchange or refund are not refundable.

Factory generally ships Home Direct, STI, or Fed Ex - shipping is FOB Zeeland, Michigan USA (if charged to a customer).

AUCTION ITEMS (Shipping & Handling Cost):

On items won at auction, we do not charge a separate handling fee. Shipping charges are usually the responsibility of the buyer. We list the shipping charges in all auction ads when possible. On the rare occasion the shipping charge for some reason is not listed on an item(s) ad, once the auction/sale is ended and we know the shipping address, we will email the winning bidder/buyer the shipping charges. Shipping charges for items that are returned for exchange or refund are not refundable.

Occasionally we may include these shipping costs as a special - and when we do, it will be clearly stated in the item description or title. If you want to pick your purchased item(s) up locally, contact us, we can make arrangements.

The shipping charge covers all of the costs involved in shipping:

There are two components to the shipping charges. #1: the postage portion and #2 everything else.

1. The postage portion goes to the carrier (i.e. UPS, Fed Ex, USPS), and is determined by the carrier, not us. The postage cost itself is determined by a variety of factors: shipping carrier used, type of service (i.e. Ground, 2nd Day, Next Day, etc.), the item(s) weight and package size - and the shipping destination.
   
2. Then there is the everything else, which includes the cost of packaging materials (boxes, tape, peanuts, bubble wrap, etc), ink, labels - labor to package item and prepare shipping label - then transportation costs to the shipping company (gas, oil, insurance, drivers fees, etc), any other materials and anything else necessary to ensure speedy delivery of an item

With these considerations on auction items, we make every attempt to keep our shipping charges as low as possible.

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Multiple Item Shipping Savings (Credit on multiple items bought at auction (or under $100 "New" Howard Miller Product Purchase) - with items that you have to pay shipping on.

Our Combined Shipping Policy: To help you save on shipping cost, for three days following your purchase of an item that you are paying the shipping cost on, if you purchase additional items from us that shipping would normally be at your expense, we will reduce by 25% the posted shipping costs on subsequent items purchased that are being shipped at the same time, to the same physical location. As the majority of our orders are processed individually and sent onto the factory for shipping, our checkout system can not calculate (or process) a multiple item shipping credit.

If you purchase two items from us and one is free shipping (or shipping included at no charge), and the other item shipping is due on, then no discount applies on the one item's shipping cost.

You should not have to contact us to receive the multiple item shipping credit, but, if for any reason do not receive your credit or you feel you need to, please call us toll free: 877.256.2585.

Shipping discounts do not apply on items purchased being shipped to different addresses.

FYI - because every individual item has its own weight (packed and unpacked), its own package girth (final shipping box dimensions), and the final shipping destination, and when buyers are winning bids on a variety of items both small and large, light and heavy — there is no way of knowing if multiple items may always be able to fit into the same box. If, when shipping time comes and the items don't fit into the same box, this can require two separate boxes, thereby increasing the cost.

Even if they do fit in one box, multiple items may push the box itself up to a larger, more costly one.

That said, we often take a gamble giving a multiple item shipping credit, and if we err, we want to err in favor of the customer :) A lot of thought goes into the shipping cost we post in each item auction ad, and the final cost is what we expect each item to be as an average. With this shipping policy, on some items we may make a dollar, and on others we lose a dollar. We hope long term it will average out, and overall breaking even is our goal.

Speaking frankly, at present with several other Internet sales companies we are using this Multiple Item Credit with - we are running a trend of losing a small amount in the shipping department. But we feel it's the best approach to use, considering the benefit. The benefit is even if we lose a little, it really helps our buyers and potential bidders to relax and bid with confidence, knowing during the bidding process just what the shipping cost is, instead of having to wait until the auction has ended to find out. Judging from the grateful emails we receive on this subject, we will keep this policy. :)

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When We Ship

NEW HOWARD MILLER CLOCKS & COLLECTORS CABINETS (including Curios):

We ship direct from the factory to you. After an order is finalized, new Howard Miller Clocks purchased from us are shipped from the Howard Miller manufacturing company located in Zeeland, Michigan within 2 to 3 business days on products in stock. Shipping cost, if charged to customer, is FOB Zeeland, Michigan USA. If we are having a clock or cabinet made for you, it may take up to 7 to 10 business days before the item is shipped. Actual shipping delivery times depend on a number of things, like the shipping carrier delivering your item, the day your order was placed, and your distance from the factory. They are shipped directly to the delivery address of the customer, and actual final delivery time will be based on the delivery schedule determined by the shipping carrier used (Home Direct, UPS, Fed X, or other).

AUCTION ITEMS

On auction items we sell at auction, we ship as stated in the item(s) auction ad, usually UPS Ground. We ship every Monday, Wednesday and Friday. If one of these days is a holiday, we ship the next business day after the holiday.

Exactly when your item(s) gets shipped is determined by your method of payment. If you are paying by Pay Pal, we will ship your item(s) the next business day after we are notified of your payment by Pay Pal. If you are paying by credit card direct to us (not using Pay Pal), we will ship your item(s) the next business day after we have processed your credit card payment. If you are paying by Personal or Business Check / Money Order / Cashiers Check by mail, we will ship your item(s) once your payment is physically received by us (cleared by our bank).

You can also pick up your items won at auction or purchased in our stores. Please contact us immediately after purchase, before an item is physically shipped if you wish to make local pickup arrangements. Once an item is shipped, it will be considered the method of delivery.

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Insurance / Claims Policy

Insurance is included on all "New" Howard Miller Clock and Cabinet purchases from HowardMillerTime. The insured value will be based on the purchase price (final selling price) of any Clock or Collectors Cabinet (excluding shipping charges, if any). Like our Howard Miller Clocks and Cabinets, Howard Miller has the highest quality control standards in shipping and delivery of products purchased.

IMPORTANT NOTE: Insurance carriers require that the original packaging materials (and boxes or crates) you receive the shipment in be retained by you until after you have physically inspected the clock and made sure no damage in transit has occurred. In the event of any noted possible damage to the exterior of the package, packaging materials are required to be kept by the buyer and made available to insurance inspectors in the event of an insurance damage claim. If packing materials and boxes are not kept by you (the buyer), any insurance claim for shipping damage could be denied by the insurance company or shipping carrier. If an insurance claim is denied because packaging materials were not kept by you, any damage is then the responsibility of you (the buyer) to cover the cost of repairs.

Visible shipping damages must be reported immediately. If you see physical damage to the carton, point it our to the delivery person (and make sure it is written on the delivery receipt). You can ask permission to open and inspect the package before signing for it. If you notice damage to the item inside the carton DO NOT ACCEPT IT, AND DO NOT SIGN FOR IT. Please inform the driver that you are refusing delivery and contact us at once to make a report of damage.

• Shipping Damage Inspection: At the time the clock or cabinet is received by customer (signed for) from the shipping carrier (Home Direct, UPS, Fed X), at minimum when signing for the clock the customer must physically inspect the outside of the package for any appearance of external damage to the package (crushed corners, water stains, holes, indents, footprints, or the appearance of any damage). If any damage is noted, it must be written and noted on the delivery receipt when signing for receipt of the package.

  Once the package has been received, the clock (and other clocks parts inside the box), or cabinet must be opened and physically inspected within 5 days from the delivery time the package was signed for. If damage was caused during shipping, customer should contact HowardMillerTime within 5 days from receipt of clock or cabinet to file an insurance claim.

• Setup / Installation Damage Inspection: In the event the clock or cabinet you purchased from HowardMillerTime is damaged or any damage is caused (to the clock or cabinet itself, or any other property of yours) while the clock or cabinet is physically being installed by a third party (other clock company, clock repair company or authorized clock installer), the party that installs your clock is responsible for any and all damage they caused, and you must immediately notify their main office of the damage they caused and file a claim with them directly. Settlement of any damage claims occurring from the setup or install (or repair) will be directly between the customer and third party company that setup, installed or performed repair service.

If a "New" Howard Miller clock or cabinet is delivered to you in unacceptable condition, please let us know immediately by sending an email to us at customer , or by calling us at 352.867.5682. If the problem can be corrected with repairing the clock or cabinet at your location, or replacing a few parts, we will happily assist you by helping arrange the repair being completed or parts being sent to you.

If the "New" Howard Miller clock or cabinet has suffered significant damage and we determine it can not be repaired at your location, we will have it picked up and upon its return we will send a new unit right away. You will not be charged for a replacement clock or cabinet and it is not your responsibility to file a damage claim with the carrier on "New" Howard Miller products. Freight damage is not frequently an issue with our shipments as' New' Howard Miller clocks and cabinets requiring shipment from our Howard Miller factory are delivered by trained fine furniture professionals at 'Home Direct'. This information is here in the rare event that you are not totally satisfied with the condition of your delivery.

We want you to be satisfied and know you will never be stuck with a damaged or defective "New" Clock or Cabinet. We reserve the right to first replace any damaged or missing pieces prior to an exchange. If HowardMillerTime does arrange for pick up of the item for return, we will send a replacement upon return receipt of the original item to us. HowardMillerTime cannot be held responsible for any damages or missing parts not reported and noted on the delivery receipt, or items sent by US Post Office, Fed Ex, UPS that damage is reported after 24 hours from the time of delivery.

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New Clock / Clock Curio Setup

A DVD Disc on setup with complete instructions is included with all New Grandfather and Floor, Floor Clock Curios that are shipped. As soon as the clock is shipped, the DVD is sent separately, and should arrive before the clock does in order to give you time to review the DVD before your clock arrives.

In most cases Howard Miller Floor Clocks, Curio Clocks and Collector's Cabinets can be self installed after viewing the DVD. But if you need assistance in setup at the final destination, setup can be done at an additional charge by an approved Howard Miller installer. If you feel you want assistance in setting up your floor clock or curio cabinet, HowardMillerTime can help you in most cases locate an authorized approved Howard MIller installer in your area who can assist you with the setup of your new clock or cabinet.

Charges for setup at your location will ultimately be determined by the authorized and approved Howard Miller installer that services your area. Usually install and setup charges will usually be based on a service call and labor time charges. As part of our service, we are happy to locate authorized Howard Miller approved installers in your area and assist you in arranging the professional help you need. If you would like help installing your clock, please let us know by ebay contact a member, or by phone.

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Return Policy

At HowardMillerTime, your satisfaction is of the utmost importance to us. Floor clocks and collector cabinets and not refundable due to high freight and restocking costs, so please be sure of your purchase prior to ordering a floor clock or collector cabinet. In the event you do return any item(s) to us, be sure to use a shipping service that provides a tracking number, and sufficient insurance to cover the package in case it is lost.

We are not responsible for lost return shipments, and our standard shipping rates will be applied to any returned orders originally shipped with free or included shipping. All items must be returned in "like new" condition including, original packaging and packaging materials, all cords, cables, cartons, documentation, warranty materials and registration cards. Do not deface or write on the items exterior package. The returned items must be returned to us via UPS or Federal Express fully insured and properly packed. Any damage or loss that occurs in transit of any product sent back to us is your responsibility.

All items we sell are subject to our HOWARDMILLERTIME 100% GUARANTEE

HowardMillerTime guarantees every item(s) we have for sale in any of our stores or up for auction are 100% as represented and clearly pictured. We make every effort to carefully describe and picture each item. Returns will be accepted only if an item received is not as represented in the ad, or if there is a return policy otherwise stated in the item(s) ad.

Return and Exchange Policy (Howard Miller Clocks & Cabinets stated as "New"): We offer some of the finest products available and we have high standards for quality products, accurate descriptions including multiple finely detailed, large photos, and excellent customer service. If the item is not working properly on arrival, item will be subject to original Manufacturers Warranty or guarantee (if any remain). If the factory deems replacement necessary and they have another in stock, we will happily replace it. If the item received is not item ordered, or as described in the ad, you can exchange the value paid for the item toward another item in our store. If item(s) is unopened, we will accept a return for a refund (a 20% restocking fee will apply). Shipping fees (when paid by the customer) are non-refundable. We are not responsible for item(s) under damaged in shipping. Insurance claims would be with the shipping carrier.

All auction sales at a HowardMIllerTime auction are final - unless stated otherwise in the description in the actual auction ad. Items are personally inspected by HowardMIllerTime, and are in working order at the time we ship, unless otherwise stated in the description. As such, we are not responsible if an auction item doesn't work when it arrives. If the item was damaged in shipping, the cost of replacement or repairs is between the shipping company and the buyer. We will be glad to instruct you in the insurance claim process (see Insurance claims). See item description in the auction ad for other specific details relating to the item. All items sold are covered by our 100% Guarantee.

We cannot offer our everyday low prices at 30% off list prices and absorb the full cost of handling return shipments. Items returned for a refund will be refunded only the purchase price (less any restocking fee if applicable). The shipping charges are non refundable. In the event that you feel any return might be necessary, please contact us via phone, or by eBay contact a member, or by sending an email to to discuss the circumstances before returning an item. There is a proper procedure to follow on Returns to ensure you receive a refund.

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Feedback Policy

If you purchase from us via eBay, we do give feedback on all purchases made in our online eBay store and in our eBay auctions, and hope you would also post feedback. If for any reason you are not satisfied with a purchase from us, we hope you would contact us to resolve whatever the issue might be before you post a negative feedback (what ever the issue might be).

Your Feedback: We don't wait to post feedback for you, as some sellers do. We are confident in our packaging and shipping methods and our quality control of items we put on the auction block and in our stores. And if by some unforeseen quirk your item arrives late, or with issues, we trust that before you might give us a negative, you will email us and allow us to immediately correct the situation to your satisfaction. Therefore, we post immediate positive feedback when you pay for an item by Pay Pal. If you pay us direct by credit card (through Pay Pal), we post your positive feedback right when your credit card is processed. If you are paying by Personal or Business Check / Money Order / Cashiers Check by mail, we will post your feedback once your payment is physically received by us.

Our Feedback: We have not done our job until we have shipped your item(s) to you, so we do not expect you to post our feedback until you have received your item(s). We trust that before you might give us a negative, you will email us and allow us to immediately correct the situation to your satisfaction. Once you have received your item(s) and all is well, we appreciate your positive feedback as it gives us validation that you have received your item(s) and all is well.

Non-Paying Bidders: It shouldn't happen, but it does. At the recent eBay Live we attended, we found out that the three main reasons for non-payment is lack of communication by the seller, surprising shipping charges, and 'seller doesn't accept my preferred payment method'. None of these apply to HowardMillerTime, as we communicate well, tell you in advance of the shipping charge, and accept just about every kind of payment method there is.

We do appreciate prompt payment. We take non-payment seriously, and we will post negative feedback in order to do our part to keep the feedback system at eBay reliable for the online community.

Statistics show that over 50% of non-paying buyers occur by new eBay Members with a feedback rating of 10 or less. Being new, they didn't read the store or auction ad, or didn't realize that bidding or Buy It Now is a commitment to buy. Please read the rules; bidding on auctions and Buy It Now is an eBay member responsibility. We trust that any bidder on our auctions understands that when they bid, they commit to buy the item (if they end up being the high bidder). We happily welcome new eBayers, and we look forward to a long relationship with those who put their trust in us and purchase from us. Any questions at any time, we are delighted to be of help.

As mentioned above, statistics also show that another 40% of non-paying bidders haven't paid because they either didn't get their email, missed their email, or possibly their email SPAM filters eliminated notification emails (from eBay and Sellers). Please check your SPAM Folder if you have not received an email from us - we are not responsible for emails you don't receive.

In the event you don't receive an email, folks are a bit lost as to what to do. Usually when notified again, they pay immediately.

We highly value our fellow eBay Members and being part of the eBay Community. Feedback is your reputation (and ours), and we handle posting feedback with the utmost care. It's important. We make every possible effort to avoid posting a negative feedback. We know that things come up in life and we are all busy, and there are the unexpected things that cause us to forget.

We utilize an email system that keeps track of all transactions and buyers, who has visited the checkout, what notices they have received and the dates notices were sent, etc, and balances due. We go out of our way to wait additional time for payments to be made (or come in by mail). Under some circumstances, we have waited as long as 30 days before reporting a non-paying bidder. Please know that if we place negative feedback, it is because the buyer would not either respond to all the notifications - just didn't intent to pay - or just bid carelessly - or didn't care.

If you're having a problem: If you would like to discuss a purchase you made from us, please take a moment to communicate with with us either via email to , directly through the ad you bought the item from, by eBay contact a member, or by phone (352.867.5682). Certainly if we're unable to satisfy you, we'd expect a neutral or negative feedback rating (and we really try hard to have all our customers satisfied).

At HowardMillerTime, we always have time for you. We love satisfied customers!

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International Buyers

We ship to the US. If you have any questions relating to shipment outside the USA, please contact us to discuss your potential purchase and review shipping before you purchase. Thanks.

HowardMillerTime 100% Guarantee

Our HowardMillerTime 100% Guarantee is as follows:

HowardMillerTime 100% guarantees every item(s) we have for sale in any of our stores or up for auction are 100% as represented and clearly pictured. We make every effort to carefully describe and picture each item. Buyers remorse is generally not considered sufficient reason to seek a refund. Returns will be accepted only if an item received is not as represented in the ad description or photos, or if there is a return policy otherwise stated in the item(s) ad. Please see our Return Policy.

Non-defective "New" Howard Miller Clocks and Cabinets can be returned for a refund or for an exchange for 14 days from the date of delivery. These items must be repacked by you as received in the original carton and packaging. Refunds on non-defective items will equal the purchase price minus a 20% restocking fee, minus the shipping charges that we paid for delivery to you. These "real" shipping costs are deducted from refunds for non-defective returns. Shipping charges on non-defective returns are customers responsibility.

Any order that's changed or cancelled while "In Process" is considered to be a non-defective return even if the clock or cabinet is still in transit to you. Rejected deliveries not due to damage are considered to be non-defective returns. In this instance, shipping charges (both to you and back to us) will be deducted from your refund on orders that are cancelled after shipping out to you.

Please handle product packaging with care. If packaging or the item does not return to us comparable to the condition in which it was shipped out, there may be a 30% restocking fee charged to you. Any "New" Howard Miller clock or cabinet damaged in transit or during shipping will happily be repaired or replaced as stated in our posted Insurance / Claims Policy.

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Whew, we hope we've answered your questions and concerns in this FAQ. As always, know that we welcome all emails from our visitors and customers, and we truly mean it when we tell you 'No question is too small'. Thank you for giving us the opportunity to share our policies and other information with you. Any questions not answered, please contact us via phone, or by eBay contact a member, or by sending an email to . Thanks.