Customer Service - Duchess Outlet

Customer Service

 




Contact Information

Phone: 570.654.3851
Email: info@duchessoutlet.com

Gift Certificates & Layaway

Gift certificates can be purchased in denominations of $25, $50, $75 and $100. We can even generate a personalized Coupon Code for your special someone (example: I-Love-You-Sue). Layaway is available for most items. Order must be placed by calling 570 654 3851. We require a 30% deposit for all layaways. Payment installments may be made after initial deposit. 
 
Privacy Policy

When you place an order with us, we request your name, billing address, shipping address, credit card number and expiration date, and email address. We consider this information to be private, and we keep this information on a secure server to protect it from outside parties. We use the information only for the limited purposes of processing your orders, administering our site, and notifying you of products or special offers that may be of interest to you (only if you select to be included on out mailing list). We do not share your private information with anyone. 

Shipping & Handling Policy

    When you place an order with Duchess Outlet, you will receive an email confirming your order. When your order ships you will receive a second email with the tracking number. The majority of our packages are shipped via USPS Priority or Standard mail. Most orders ship within 1 to 2 business days, and are received within 5 to 7 business days. If your order is delayed for any reason, we will contact you by phone and/or email. If an item or part of your order is out of stock, we will contact you and ask whether you would like a Partial Shipment or if you would like to wait until your order can be shipped in its entirety. We require Signature Confirmation for each package that leaves our facility. This means someone must sign for the package when it arrives. We will not “leave on back porch” or waive signiture confirmation.  Shipping prices are ESTIMATED and Subject To Change. Any order on which USPS has to make corrections, may be charged an additional fee. “Expected to Ship” dates are ESTIMATES given by our suppliers and are subject to change.

    Large, life sized animals and other items marked "Available" may be shipped directly from the manufacturer. 

    Rush Delivery 

    Overight shipping is available via USPS Express. Express orders must be placed by calling 570 654 3851

    International Shipping 

    We will ship to most countries outside of the United States. Please contact us with your requested items and your delivery information. We will promptly respond with a shipping estimate.

    Returns & Exchanges

    You may return undamaged, non-sale/clearance merchandise. You must call 570 654 3851 within 7 days of receipt of merchandise.  All returned items must be in their original packaging and in the condition in which it was received in order to receive a full refund.  Return the item to us in its original condition, and we will credit you the amount of the purchase less shipping and handling charges. If your order qualified for free shippping, the acutal shipping chrages will be deducted from your refund or store credit. At Duchess Outlet, we continuously strive to improve our quality standards. Therefore, all returns are examined by our Returns Department to confirm the return reason. Upon review, you will receive an exchange, merchandise credit or refund according to our findings.

    All returns on large, life-sized animals are subject to a 15% Restocking fee. 

    For damaged merchandise (excluding damaged boxes if for doll). Please notify us within 7 days of receipt of merchandise. Keep merchandise in its original box with the original packing. Return to us for inspection. We will then replace the damaged item or issue a store credit. A claim will be filed with  USPS.

    Sorry, no returns on books, magazines, layaways, special orders, sale or clearance items. No returns on Barbie/Mattel, or anything marked “special.” All sales on these items are final.

    Due to the fragility of doll boxes, we cannot accept returns or make exchanges for damaged doll boxes.

    Duchess Outlet will not accept returns on items that have been exposed to cigarettes or any other type of smoke, mold/mildew, water, or is returned in any condition other than the original shipping condition.

    Prices and availability subject to change without notice.

    Once an order has been submitted, it can NOT be changed or altered online. You must call 570 654 3851. If your order has not yet shipped, we may be able to change the order. 

    Duchess Outlet is not responsible for manufacturer changes made to their products; pictures are prototypes provided by the manufacturer and are subject to change. All dolls wearing dark colored clothing have the ability to stain over time. Duchess Outlet is not responsible for staining underneath clothing.

    Swing Sets & Playhouses (Backyard Discovery) Purchase Terms & Conditions

    We appreciate the chance to have your business and want you to be completely satisfied. Please read the policies below BEFORE you buy a swing set or playhouse from us. Because most of these products are very heavy and large, it costs quite a bit of money to ship and handle them so returns can be very costly.

    Shipping and Handling:

    If you are buying a playset, large accessory, or other large/heavy product, it will ship via common carrier freight because of the weight and size of the boxes. The freight delivery service we use is "Curb Side" only which means the driver is NOT responsible for moving the boxes anywhere other than off the truck onto the curb or tree lawn. In all cases we order residential delivery service. In most cases we order lift gate truck delivery service to make it easier for the driver to unload. The driver will not require assistance unloading your product. Any assistance you give the driver, whether the driver requests it or you offer, is solely at your own risk. We are not responsible for ANY injury you or anyone else receives from any part of the delivery process.

    These items can be shipped to the Lower 48 United States only and are NOT eligible for shipping to APO/FPO addresses or P.O. Boxes

    Items are shpped directly from Backyard Discovery. The carrier will call to schedule a delivery Monday thru Friday. Please allow 2-3 weeks for shipment.

    If you choose the “ASSEMBLY” option, you will be contacted by Backyard Discovery. A trained installer will schedule an appointment with you.

    Receipt of Products:

    You are responsible for checking the shipment and if necessary, either refusing it or noting damage upon receipt. If you do not do this, neither the carrier nor Duchess Outlet will be responsible for any damages or charges associated with replacement of parts damaged in shipping that you accepted.

    DO NOT DISPOSE OF THE BOX OR ANY PACKAGING MATERIALS UNTIL YOU HAVE INSPECTED YOUR ORDER AND ARE SATISFIED WITH THE PRODUCT YOU HAVE RECEIVED. ANY RETURNS MUST BE IN THE ORIGINAL PACKAGING.

    Cancellations:

    If you cancel your order prior to it shipping, we will cancel the transaction and no fees or charges will apply.

    If you wish to cancel after your order ships but before you receive it, you must refuse the shipment upon delivery. Your refund will be based upon our policies stated below.

    Once you receive your order, returns are processed under our policies stated below.

    Returns and Refunds:

    If you are dissatisfied with a Backyard Adventures product purchased through Duchess Outlet and wish to return it for any reason other than a shipping error, defect or damage, call 570 654 3851. One of our Customer Service representatives will provide you with instructions for returning and obtaining your refund. Please have your order information ready when you call. Issues including shipping errors, defects, or damaged parts can be resolved quickly and do not require return of the product to resolve. You may call Backyard Discovery directly for these issues (1- 800-856-4445).

    Return and Refund Specifics:

    We will only accept a return if you contact us within 30 days of receipt of your product.

    You are responsible for any and all shipping charges associated with returning an item.

    You are responsible for returning the product(s) to the facility we designate.

    All returned products MUST be returned in like‐new condition in original packaging. If you bought a playset, then the pieces MUST be dis‐assembled and re‐boxed securely in original packaging. If we receive products back that are damaged because of inadequate packing or partial assembly, your refund may at our sole discretion be reduced by the restocking fee AND an amount equal to the parts we need to replace to make the set like new again.

    We charge a 15% restocking fee for all returned Backyard Discovery products. As you can imagine, this is because it takes significant effort to prepare a returned playset for re‐sale and of course, the returned set cannot be sold as new so it must be sold at a discount.

    Refunds will be made by crediting the original method of payment (i.e., credit card, etc.).

    Duchess Outlet is an authorized dealer of Backyard Discovery products. We will not accept returns for products purchased from other retailors or Backyard Discovery directly.

    Refund Amounts:

    Unless you cancel prior to your product shipping, the amount of your refund will be the result of the original invoice amount minus shipping charges (outbound plus if any, inbound) minus the restocking fee minus the price of any damaged parts that we have to replace. Your refund will be issued after the product arrives at the facility we designate and we inspect the product for any damage.

    Replacement Parts:

    Sometimes parts are damaged during shipping or missing from a kit box. Don’t worry! We'll get you the right part quickly so your playset assembly won’t be held up any longer than necessary. Please call 1-800-856-4445.

    Replacement parts are shipped directly from Backyard Discovery via UPS Ground or UPS Freight, depending on size and weight.

    Warranty:

    Each product’s instruction manual contains the specific warranty as it applies to that product.

    Backyard Discovery Customer Service

    1-800-856-4445

    Backyard Discovery Installation Service

    1-888-888-5424


    Save $5 Now!

    Secret Sales & Coupons!

    We respect your privacy.

    We never sell, share or rent your personal information to any third parties under any circumstances. We may share information with governmental agencies or other companies assisting us in fraud prevention or investigation. We may do so when: (1) permitted or required by law; or, (2) trying to protect against or prevent actual or potential fraud or unauthorized transactions; or, (3) investigating fraud which has already taken place. The information is not provided to these organizations for marketing purposes.

    find us on facebook follow us on twitter Pinterest

     

     

     

    we accept mastercard, visa, and discoversecure shopping
    eCommerce software powered by SolidCactusEcommerce