| MERCHANDISE
RETURN AUTHORIZATION Please
understand that our customer satisfaction is first priority! This policy is just
a pass-along of our distributors policy, of which we are contracted to abide by.
This policy is displayed so that all dealers in understanding our commitment can
help us work together to resolve any claims in the most orderly and profitable
fashion for all concerns. We ask that you read these tems and thank you in advance
for your help and cooperation. All
items are shipped direct from our distributors warehouse in California. Most GiftWorld
members have never had to place a claim for lost or damaged goods. If, however,
it becomes necessary to place a claim, referring to the following procedures can
save you much time and annoyance. No merchandise may be returned to GiftWorld
without a Return Authorization.
AUTHORIZATION FOR RETURN OR REPLACEMENT
NOTE:Return authorization requests must be made within 30 days of the date of
shipment of the order. DO NOT SHIP any items back to us at GiftWorld. We at GiftWorld
must first obtain an approval # and mailing address for returns. We at GiftWorld
CANNOT accept returns mailed to our home office.
ITEMS WITH GUARANTEES
OR WARRANTIES
If a purchased item includes a product guarantee or warranty,
follow the instructions on the guarantee or warranty for repair or replacement.
ITEMS DAMAGED DURING SHIPMENT
All merchandise damaged during shipment
is covered by the shipper. If you receive merchandise damaged during shipping,
please contact our Member Services department within 20 days of the date of shipment
of your order, and your claim will be processed immediately. NOTE: Established
procedures by UPS, U.S.Parcel Post, and trucking lines, must be complied with
or they have legal right to deny your claim.
PERCENTAGE RATE OF DEFECTS
AND NON-DEFECTIVE RETURN
The actual defect rate of GiftWorld products has
proven to be consistently below 2%. In order to minimize re-handling, a 2% defective
rate allowance is pre-computed into your GiftWorld prices. Therefore, return authorization
should not be requested if the amount involved is 2% or less of the total order.
All non-defective returns will be subject to a 20% restocking fee upon return.
GiftWorld realizes that lost or damaged goods create a hardship for members.
We are eager to help you resolve the problem and get your replacement or reimbursement
as quickly as possible.
- Q: I received a package delivered by UPS. Upon examination I found a broken
ceramic vase. Should I place a claim with UPS or return it to GiftWorld?
- A: Please contact Member Service by email or in writing.
- Q:
What procedure do I follow if I place a claim for a lost shipment and it arrives
soon after?
- A: Please notify GiftWorld immediately so we can
close our files without continuing unneccessary expenses for GiftWorld and the
carrier.
- Q: My order has been lost. I need it now. Can't
you just send a duplicate?
- A: UPS, Parcel Post, and trucking
firms will not accept any responsibility for hardships caused by lost shipments.
We regret that we cannot assist you in this manner. We suggest you place and pay
for a duplicate order. When the carrier validates your claim, we will credit your
account or send a refund check as you request.
- Q: I received
a watch that doesn't work. I bought it 3 weeks ago and didn't realize it didn't
work properly until I sold it to a customer. What's the procedure on this?
- A: Any watch received in a defective condition that doesn't show signs of
wear, which is returned to GiftWorld within 35 days of purchase date in its original
display box, can be returned to GiftWorld for credit or replacement. A Return
Authorization Form must be used as no merchandise can be returned to GiftWorld
without prior consent from GiftWorld.
- Q: My customer
wore the defective watch and it does show signs of wear. Won't you repair it?
- A: Yes. Any defective watch purchased from GiftWorld that shows signs of wear
will be repaired free of charge, providing it was pur-chased within 45 days. Proof
of date and purchase (your invoice) must be included. Since it shows signs of
wear, it must be repaired and will not be replaced with a new watch. Write:
Customer Satisfaction
P.O. Box 1600
Woodland Hills, CA 91365. - Q:
What if the watch was purchased longer than 45 days previously?
- A:
Any watch purchased more than 45 days previously which has not been worn, must
be accompanied by the service fee and the Guarantee Certificate which is included
with each watch. Mail to:
Customer Satisfaction
P.O. Box
1600
Woodland Hills, CA 91365. Note: For More Information
Regarding Customer Satisfaction Warranties and Guarantees, please refer to the
last page of the World of Products catalog.
- Q: If a 14K
gold item is $39.95 or less, is it covered by the costume jewelry guarantee?
- A: No. All 14K gold jewelry is covered by the 14K gold warranty regardless
of cost.
- Q: What if I want to return some items to GiftWorld,
like a defective watch or defective jewelry or other items?
- A:
This is an important question which should be carefully understood. No merchandise
may be returned to GiftWorld without a Return Authorization. Follow the procedures
as shown on the back of the pink invoice copy. It will explain our procedure and
advise the condition upon which the merchandise maybe returned. Do not return
the merchandise at this time. Read the form carefully. Absolutely no exceptions
or deviations are permitted. Fill out and mail the Return Authorization Request
form to GiftWorld. We will send you a special label and authorization to return
the items. This label must be used.
Note: "Unauthorized Returns"-
Packages mailed to GiftWorld that are not authorized for return, will be credited
to your GiftWorld account less 20% restock charge - NO EXCEPTIONS!
- Q: What about guaranteed merchandise that becomes defective? How is
this handled?
- A: If a guarantee is covered by the manufacturer,
the item cannot be returned to GiftWorld for repair. This will only cause delay
in repairing your item. Follow the instructions on the guarantee in returning
to the authorized repair station.
- Q: What if I want to return
for credit items that are not defective or damaged?
- A: GiftWorld
will at times accept merchandise is not defective but saleable if returned within
35 days. No items will be accepted after 35 days. A 20% restocking and handling
fee is charged for such returns. Any such returned merchandise must be in
perfect resalable condition, in its original container, must not have been used
as samples, have no price stickers attached, with no contents of the innerpack
sold or missing. Sample items are not accepted for return. A Return Authorization
Request form must be submitted for approval before any item, defective or resalable,
is returned.
- Q: What can I do to help GiftWorld lower my
prices by reducing returns, yet not absorb a loss myself?
- A:
Get jeweler's cement. If a stone falls out of a jewelry setting, a dab of cement
will save you, your customer and GiftWorld a lot of time and money. A chipped
ceramic or porcelain item can be made to look like new by cementing the piece
back. GiftWorld has determined that 80% of damaged returns can be restored and
sold as new or as slight seconds with minor work! Offering a slightly defective
product at a reduced price brings you a satisfied customer who got a bargain.
- Q: Your costume jewelry guarantee is really great! This guarantee
offers replacement regardless of reason for only a small service fee. Do you have
a similar guaran-tee for the 14K gold jewelry?
- A: GiftWorld offers
a separate warranty for 14K gold jewelry. Gold and gems are by far the biggest
cost factor in 14K gold jewelry compared to labor for costume jewelry.
The
only feasible guarantee we can offer for 14K gold jewelry is to guarantee that
it's exactly as described. Money will be refunded if the 14K gold jewelry is returned
in its original box and is in perfect resalable condition, exactly as received
and unused, within 10 days of purchase date. There is no restocking fee when 14K
gold jewelry is returned under the conditions of the guarantee. Note: All
GiftWorld jewelry and watches come with guarantees and warrantees. Please refer
to the last page of the World of Products catalog for more information.
WHAT IF I HAVE A CLAIM?
GiftWorld makes a supreme effort
to see that your orders are shipped correctly and that they reach you safely.
Every order shipped from GiftWorld is double-checked for accuracy. If a member
places a claim for a shortage on an order, we take special care that it will not
happen again. The member's file is flagged. Each order placed by a flagged account
must be double-checked by a supervisor before it is packed and shipped. GiftWorld's
quality control procedure is one of the most stringent in the industry. In addition
to retaining overseas inspectors, each shipment is spot-checked on arrival. If
excessive defects or a problem is found, the entire shipment is individually inspected
and imperfects removed. Items are again randomly inspected on the order filling
line. GiftWorld seeks the best value which takes into account price as well
as quality. We believe we offer the best quality for the lowest possible price.
However, quality is subjective and viewed differently by each person. What appears
to be a flaw to one person may be viewed as a natural mark of beauty to another.
From time to time, claims may also arise because spot-checking cannot assure that
100% of flawed merchandise is removed. Despite all of these precautions,
claims do arise. GiftWorld's adjustment and return policy is truly very simple.
We want to protect you and make you feel comfortable — and make certain you
get what you pay for. We have established some requirements to make our policies
and programs workable. Remember that GiftWorld has a 2% defect and damage allowance
built into your prices. If the damage or defect falls within this 2% range, no
claim is permitted.
The cost to GiftWorld for processing each claim today
is an average of $7.50. UPS advises their cost is at least the same. It also costs
you time in filling out forms, packing items for return, requesting and scheduling
an inspector, mailing cost and other inconveniences. Minor claims really should
be ignored. Most import distributors sell in case lots only. And their invoices
state: "No allowance for breakage or damage." CLAIMS Claims
will fall under the following categories: (1) Lost order, (2) Damaged merchandise,
(3) Shortage on order, (4) Defective merchandise, (5) Wrong item sent, (6) Pilferage,
(7) Manufacturer's Guarantee defect. LOST ORDERS
It doesn't
happen often, but carriers such as UPS, truck lines and Parcel Post do lose orders.
If you have placed an order and have not received it in a reasonable period, do
the following:
- email or write GiftWorld. Attention to: Member Services
Department. Please supply the following information:
- Your name
as it appears on your GiftWorld purchasing license.
- Your GiftWorld invoice
number.
- A copy of the order submitted to GiftWorld and date mailed.
-
Approximate dollar amount remitted and how the order was paid. Personal check?
Charge card? Money order?
- Your latest GiftWorld monthly statement, if it
shows the order in question.
- If a partial order was delivered and the invoice
is included in one of the delivered cartons, please have this invoice available
and a list of the missing items. Advise the Adjustment Department of the number
of cartons received.
- GiftWorld will check our computer to find the date
your order was shipped and the carrier used.
- GiftWorld will initiate a tracer
with the carrier. Normally a response is received within 10 working days after
the tracer is initiated. Most carriers require a 10-day waiting period before
they will accept a tracer request. The U.S. Postal Service requires a 30-day waiting
period from date of shipment before they will accept a tracer. (90 days outside
continental U.S.)
- GiftWorld will notify you when we receive the result
of the tracer. Results of a tracer are generally one of the following:
- The Carrier is unable to prove delivery. Therefore, credit has been
issued to your account, or we have reshipped your merchandise as you requested.
- The Carrier will submit a photocopy of a delivery receipt which will be forwarded
to you. It will show the order was delivered in full, and the signature of the
person who received the order and the date it was delivered.
- If, after
receiving the photocopy, you find the signature is not yours, a neighbor's or
a member of your family's return the photocopy to GiftWorld's Adjustments Department
together with a denial of signature letter. We'll then file a denial of signature
claim with the carrier. This will require an additional 7 to 10 working days.
We'll notify you of the results.
- The Carrier may have returned the order
to GiftWorld for the following reasons:
- UPS made three attempts
at delivery to you and no one was home.
- Your delivery address is a Post Office
Box. UPS does not deliver to a Post Office Box. They notify you, but if no response
is made within seven days, the package is returned to GiftWorld.
- You have
moved and your order was sent to your former address. The package may have been
retained by someone who signed for the package at your old address, or the shipment
was returned to GiftWorld.
DAMAGED MERCHANDISE
Claims
for damage vary with UPS, Parcel Post and truck lines. When a shipment is delivered
to you by any carrier, you are requested to sign a receipt. Before signing, inspect
all cartons. Be sure you receive the number of cartons you are signing for. Inspect
each box for signs of damage such as crushed, torn, open, unseamed tape, etc.
If you do find outward damage, sign the receipt with the words "Exception
- Damage" in the margin if no other space is available. If your
carrier is United Parcel Service:
Contact GiftWorld's Member Services
Department. Advise that you have called UPS and give the invoice number or the
shipment involved. Explain the damage involved, number of cartons received and
whether you desire a replacement or credit to your account. This information will
prepare us for a claim report from UPS. IMPORTANT:
DO NOT RETURN DAMAGED MERCHANDISE TO GiftWorld. Inspection must be made on your
premises. Returning items voids any possibility of an adjustment. Hidden
Damage - UPS or DHL Shipments:
If you should receive a shipment delivered
by UPS or DHL that shows no visible damage, but upon inspection you discover damage
due to evident rough handling, call GiftWorld within 30 days of invoice date and
report the damage. GiftWorld will issue credit or replacement as you request. If
your drop-ship customer reports damage:
Contact GiftWorld, giving us your
drop-ship customer’s name and address. GiftWorld will reship to your customer
or credit your account. If your carrier is the U.S. Postal Service:
- Before signing for delivery, inspect each box for damage (crushed, torn,
open cartons).
- If you find visible damage, sign the receipt with the words,
"Exception - Damage."
- Contact the GiftWorld Member Services Department. Give
us the invoice number, number of boxes received and damage involved.
- Your
local Post Office will provide you with the claim form "Form 1000". It will give
you instructions on how to fill in your portion. Be sure to enclose a copy of
your invoice.
- The post office clerk will sign and stamp the claim form as
being authorized and accepted at the post office.
- The post office clerk will
forward the Claim Form to GiftWorld.
- GiftWorld will complete our portion
of the form and return it to the post office Claims Department.
- The post
office will notify GiftWorld with the results of the claim.
- GiftWorld will
then issue credit to your account. The entire process takes 30-60 days.
If your carrier is the Postal Service and you discover hidden damage:
- Take packaging and item to your local post office.
- Follow the same process
as above.
If your carrier is truck or air freight service:
- Before signing for delivery, inspect each box for signs of damage.
- If
you find any damage to the carton (crushed, torn, open, unseamed tape), sign the
receipt with the words: "Exception - Damage."
- Truck and air freight claims
are paid directly to you, the consignee, so all claims for damage or loss must
be filed with the carrier.
- The name, address and phone number of the carrier
is on the bill of lading given to you at the time of delivery. If the information
is not there, request it from the driver or call your local phone directory operator
for the information.
- Contact the carrier and advise of the damage. They will
give you instructions on inspection and filing your claim.
- GiftWorld need
not be involved unless you experience some difficulty and need our help in filing
your claim.
- If there is no obvious damage, but you discover broken items
after opening, call the carrier for instructions concerning how to place a claim.
- If your drop-ship customer experiences damage, have them follow the same
steps in placing a claim with the carrier. Do not have your customer return the
damaged goods to you. This will invalidate the claim.
- If there is serious
damage, it is best to stop unpacking until after inspection by the carrier.
Shortages If you receive an order from GiftWorld and find it has not been
filled completely: - Check your invoice. If the item was out of stock,
it was not charged to your account. If the item does not appear on your invoice,
be sure to advise the Member Services Department representative when you call
or write.
- Thoroughly check the cartons and packing. Small items may be under
the packing material. Before you sign for delivery, check the condition of the
cartons. If they are torn or tape removed, sign the receipt with an "Exception
- Opened Carton." If there is a shortage due to tampering, a claim must be placed
with the carrier. Follow the same procedure as if there is damage.
- If there
is no tampering and an actual shortage exists, contact GiftWorld's Member Services
department. We'll need to know the invoice number, number of cartons received,
the missing item number, and whether you prefer credit or a replacement.
-
GiftWorld will investigate the shortage. When the item is confirmed as not shipped,
it will be shipped or credit will be issued to your account, whichever you prefer.
- If reweighing your shipment or other checking procedures indicates all items
were shipped, we will advise you.
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