OUR RETURN POLICY
Your satisfaction is very important to us! All standard items are returnable for a full refund of the purchase price (outbound shipping charges will not be refunded), provided you contact us within 15 days of the receipt of your item(s). In order to be eligible for return, items must be unused and in the original packaging. Prior to making a return, please call toll free to secure a Return Merchandise Authorization (RMA) from Hooks and Lattice. No refund can be issued without an RMA.
Made to Order Items: Items ordered in custom styles, sizes or colors are not returnable. Other items that are non-returnable once they have gone into production or shipped include: iron faux balconies, composite planters, PlanterWell Reservoirs that have chambers linked to each other, worm castings, worm tea and other perishable fertilizer items.
Exterior Window Shutters: ONLY ITEMS MARKED AS “QUICK-SHIP” are eligible for return with a 25% re-stocking fee (minimum of $25). All other shutter items are considered a custom size and are not eligible for return.
Return Shipping Charges: Hooks and Lattice will cover shipping costs if the return is a result of our error in packing. In all other instances, customers are responsible for return shipping charges.
Damage During Transit: Damage must be reported within 5 days of receipt of the item (calculated according to the carrier tracking number based on date of delivery). We must report carrier damage claims immediately. In the event of damage during shipping, we require photographs of the affected items and any damage to the shipping container. Our carrier also requires that the box damaged in transit be saved and sent back by the customer.
If you are unsure whether an item is eligible for return please call us before placing an order. We have agents available from 7:00am - 5:00pm, Pacific Time, Mon - Fri.
ONLINE ORDER SECURITY
To protect our customers, all online transactions paid for via credit card and PayPal are handled with industry-standard SSL encryption. This ensures the highest level of security for all purchases made on the Hooks and Lattice website.
We make every effort to ship your order as quickly as possible, usually within 2-3 days if an item is in stock and 2 to 3 weeks if the product is custom made. We ship to the continental US only. Additional fees will apply to ship to Hawaii and Alaska, contact us at 800-896-0978 for details. Our shipping is via UPS FOB San Diego, California.
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STORAGE FEE POLICY
Orders cannot be released for shipment until receipt of the final balance. Any orders that remain at our distribution center for more than one week will be transferred to a long-term storage facility at the start of the second week. Depending on the order size, a $250-$500 transfer fee will be applied, and 1% of the order total will be charged per week of storage to the outstanding balance.
CANADA & INTERNATIONAL ORDERS
Please call us to determine proper shipping and exporting costs. 800.896.0978
Personal identification information
We may collect personal identification information from Users in a variety of ways, including, but not limited to, when Users visit our site, register on the siteplace an ordersubscribe to the newsletter and in connection with other activities, services, features or resources we make available on our Site. Users may be asked for, as appropriate, name, email address, mailing address, phone number, credit card information,
Users may, however, visit our Site anonymously.
We will collect personal identification information from Users only if they voluntarily submit such information to us. Users can always refuse to supply personally identification information, except that it may prevent them from engaging in certain Site related activities.
Non-personal identification information
We may collect non-personal identification information about Users whenever they interact with our Site. Non-personal identification information may include the browser name, the type of computer and technical information about Users means of connection to our Site, such as the operating system and the Internet service providers utilized and other similar information.
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How we use collected information
Hooks & Lattice collects and uses Users personal information for the following purposes:
To improve customer service
Your information helps us to more effectively respond to your customer service requests and support needs.
To improve our Site
We continually strive to improve our website offerings based on the information and feedback we receive from you.
To process transactions
We may use the information Users provide about themselves when placing an order only to provide service to that order. We do not share this information with outside parties except to the extent necessary to provide the service.
To send periodic emails
The email address Users provide for order processing, will only be used to send them information and updates pertaining to their order. It may also be used to respond to their inquiries, and/or other requests or questions. If User decides to opt-in to our mailing list, they will receive emails that may include company news, updates, related product or service information, etc. If at any time the User would like to unsubscribe from receiving future emails, we include detailed unsubscribe instructions at the bottom of each email or User may contact us via our Site.
How we protect your information
We adopt appropriate data collection, storage and processing practices and security measures to protect against unauthorized access, alteration, disclosure or destruction of your personal information, username, password, transaction information and data stored on our Site.
Sensitive and private data exchange between the Site and its Users happens over a SSL secured communication channel and is encrypted and protected with digital signatures.
Your acceptance of these terms
By using this Site, you signify your acceptance of this policy and terms of service. If you do not agree to this policy, please do not use our Site. Your continued use of the Site following the posting of changes to this policy will be deemed your acceptance of those changes.
Hooks & Lattice
Carlsbad, CA 92011
Call Toll Free: 1-800-896-0978