At Phoenix Farm we want you to be completely satisfied with your purchases. Please keep these policies in mind when visiting our store:
1. Ask Questions Before Bidding: items are guaranteed as described, please ask all questions that may affect your purchase prior to bidding.
2. Photographs in Listings: the photos in the listings are for illustrative reference and are not intended to be perfect representations of items. We try to make accurate images of our items but we are not professional photographers. Items may vary from the photographic depictions in different ways such as color, texture, size, detail, etc. Colors vary with different monitors. Ask questions before bidding if a particular feature of an item is important to you.
3. Feedback: your transaction is considered complete after you have left feedback for the item you receive. In most cases we will leave feedback but if you do not give feedback you may not receive any. Feedback helps guide other buyers so please take a moment to rate your experience at Phoenix Farm. If you are satisfied with your transaction please rate at the highest possible option: five stars. If you feel unable to leave five stars please let us know what we can do to improve.
4. Payment: is through Paypal. Auction items must be paid in full within 3 days of item ending.
5. Import laws: it is the responsibility of bidders to know the import laws of their countries, states or territories. We will cancel any sale of items that are not legal to import. All fees or taxes for importation are the responsibility of the buyer.
6. Shipping and Handling Charges: shipping is usually via United States Postal Service or United Parcel Service unless a different method is requested by a buyer prior to purchase. We charge the exact amount for shipping that the USPS or UPS charge us PLUS a handling fee for every item. The handling fees help cover the costs of listing fees, shipping insurance, packing material, time and gas for trips to the Post Office. Shipping and handling charges are supplied for each listing, or are available via email. Do not bid if you are not willing to pay the shipping and handling charges. WE RESERVE THE RIGHT TO CHOOSE THE SHIPPING FIRM used to transport items, unless a specific request is made by the buyer, prior to purchase. To reduce shipping costs, a shipping company other than the one shown in the transaction details may be chosen by us. The service provided by an alternate shipping company will be equal to or better than that shown in the transaction details. We reserve the right to decide whether or not to refund to the buyer any savings realized by using an alternate shipper.
7. Insurance: we include shipping insurance via a third party insurance company. The charge for this is part of the handling fee. If you experience any problem with a shipment contact us immediately. We will assist you with claims. Retain anything you received from the shipper, the insurance company will want to examine it. You may be required to take photographs or otherwise comply with insurance company requests BEFORE a claim is paid.
8. Tracking: tracking is included for UPS shipments. Delivery Confirmation with limited tracking is included for USPS shipments. Buyers are notified via email when an item is shipped. For more comprehensive tracking via USPS please contact us for a price quote.
9. Non-Payment: non-payment will not be tolerated. Items must be paid in full within 3 days of auction end. Unpaid items will be relisted after 3 days and an Unpaid Item Report will be filed with eBay. Bidders who fail to pay for an item will be blocked from future buying in our store. If an unforeseen circumstance arises that will prevent you from paying on time, please contact us immediately and we will try to work with you.
10. Delays: Phoenix Farm is a part-time business and we check our email every day but we may not always be available to answer a question before an auction ends. Please ask questions early to allow time for us to respond. We try to ship within one business day of payment, unfortunately that is not always possible. International purchases usually ship within two business days. Buyers will be notified if there is a delay in shipping.
11. Combined Shipping: we are happy to combine shipping for multiple purchases. Combined shipping is automatically calculated.
12. Returns and Refunds: items are guaranteed as described. Any requests for returns or refunds MUST be made within 14 days of receiving an item. If an item is not as described and was not damaged in shipping a full cash refund including shipping will be given. There will be NO REFUNDS FOR BUYER'S REMORSE, CHANGE OF MIND, IMPROPER FIT OF A CLOTHING ITEM, OR IF THE ITEM IS NOT EXACTLY AS IMAGINED. The buyer is responsible for determining if the item meets their needs prior to bidding or buying. Damaged in shipping items are covered by insurance, please contact us immediately with damages.
13. Damages or Losses: items damaged or lost during transit are insured through the carrier or with third party shipping insurance and may be claimed for a refund of item value plus shipping in most cases. If you do not receive your item or it is damaged during shipment you must contact us immediately. We must file the claim. For damages, retain the item and all packing material for inspection by the carrier. You may be required to take photographs of damages or provide other evidence of loss for the insurance. No claim will be paid by us to a buyer until the insurance company settles the claim. This process can take a month or more to complete.
14. Unconfirmed Paypal Addresses: we reserve the right to refuse shipment to any unconfirmed address. Payment will be refunded immediately in this instance and buyers will be notified.
15. Shipment to Address other than Paypal Address: we reserve the right to refuse shipment to any address other than the address associated with the Paypal account used to make the purchase.
16. The images and descriptions in our store are original to us. Any unauthorized use of our images or descriptions will be considered theft of intellectual property and we will pursue our rights through eBay or other means.
17. Recycled Shipping and Packing Materials: we strongly support the concepts of reduce, reuse, recycle. Most of our items are shipped in reused boxes. Whenever possible we reuse packing materials. We use only clean material capable of protecting the items we ship. Please reuse or recycle the packing materials you receive.
These policies may change from time to time at our discretion.
Thank you for visiting our store and please stop by again soon.