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Help / Customer Service FAQPlease take a moment to read our Customer Service / Frequenty Asked Questions . We hope this will answer any queries you may have, however if it doesn't please contact us. We are very customer service oriented and pride ourselves on answering any and all questions within 24 working hours.Please click on links below for quick answers to your questions. General Information Are all of your gift items in stock? Are all of your gift items from Ireland? Privacy Do you use Secure Servers? What about Privacy and Spam? Do you offer a customer satisfaction guarantee? Order Information How to Shop in our Store I'm having trouble adding items to my cart What are Cookies? Do you accept phone orders? Payment Methods What credit cards do you accept Do you accept checks and money orders? Can I use PayPal? Which Gift Certificates do you accept? Do you charge Sales Tax? Shipping Information Which shipping services do you offer? How long after my order is placed do you ship? Is Shipping, Handling, and Insurance included in the final total? Which shipper is best for me? US Post Office or UPS? What are the Shipping Rates? Are there ever additional costs for shipping? More about US Postal Service More about UPS When can I expect delivery? What if my package is delayed or damaged? International Shipping Information APO/Military Shipping Information and Rates International Shipping Information and Rates Return / Exchange Policy What is your Refund/Exchange Policy? Additional Information 10% Coupon Link to Us Merchant Ratings Top of Page | Home Page Are all of your gift items in stock? All of the gift items shown on our pages are in stock on the premises, allowing us to complete your order and ship quickly, often the same or next business day. Return to Questions | Home Page What if some items I want to order are not in stock? In most cases, out-of-stock items are on order from the manufacturers. We try and remove items that are out of stock from our site as quickly as possible. If we are expecting a new shipment that is on it's way from the supplier we will mark the item as temporarily out of stock. Out of stock items are not orderable. Return to Questions | Home Page Are all of your gift items made in Ireland? Nearly all of our gift items come to us from Ireland. Glassware, Connemara Marble, Tin Whistles, Blackthorn Sticks, Genealogy Maps, Irish Wool Caps, Coffee, Tea, and Foods, Rosaries, Shamrock Seed, etc., are designed or made in Ireland; many of the items are handcrafted using traditional methods. We also offer items from US based companies for our friends around the world: Russ Berrie, Dorfman Pacific, Silvermoon, to name a few.  You will find this logo on any gift item page that contains products we have imported directly from Ireland. Most of the items are products of Ireland, while some are made elsewhere but sold in shops in Ireland and exported to the States.
Return to Questions | Home PageWhat kind of security do you use? Yahoo! Shopping uses secure servers to protect your personal information, including your name, address, and credit card information. All online transactions at Yahoo! Stores are handled with Industry-Standard SSL Encryption. When you enter your credit card number into the order form, it is transmitted across the Internet in an encrypted (scrambled) form, then decoded when it gets to us. You can see that the checkout is a secure area of our site because a padlock symbol or key will appear in the bottom of your browser. Return to Questions | Home Page What is your Privacy Policy? LollySmith.Com is a 100% spam-free zone. We respect your privacy and do not share any of the information you give us with third parties. The information is used to process your order, reply to your questions, and improve our site. Any personal information you provide is held in the strictest confidence. We do not sell to mailing lists. Return to Questions | Home Page Do you offer a 30-Day Satisfaction Guarantee? We want you to be happy with your purchase from us...if for any reason, within 30 days from the date you received it, you are not completely satisfied we will issue a prompt exchange, credit, or refund for the full price of the item, minus shipping charges. Return to Questions | Home Page Is it easy to shop online? Our secure online shop is open 24 hours a day, 7 days per week. Due to the number and range of products available, we have tried to make it as easy as possible for you to use the our online store. Upon entry to our home page, you can choose to shop by category where you can simply select a product category and view the list of products we carry in that category. Alternatively, if you know what you are looking for, you can enter the product name or description in the search box facility and you will be directed straight to the product page. How to Shop in our Store
Return to Questions | Home Page I'm having trouble adding things to the cart: You may be using a very old version of your browser, in which case you should upgrade. Or you are behind a corporate or personal firewall that won't allow secure connections. Ask your network administrator, consult your firewall or security help pages, or order from home or another computer not behind a firewall. Also, in order to add multiple items to internet shopping carts, you need to have "cookies" enabled in your web browser. Please enable cookies within your browser. If you do not wish to enable cookies fully, your browser may have a "prompt" setting where you can decide which to accept. Refer to the help in your web browser for instructions on enabling cookies, or read below. What are Cookies? A cookie is a small amount of data, which often includes an anonymous unique identifier, that is sent to your browser from a web site's computers and stored on your computer's hard drive. Each web site can send its own cookie to your browser if your browser's preferences allow it, but (to protect your privacy) your browser only permits a web site to access the cookies it has already sent to you, not the cookies sent to you by other sites.
First - clear the cache/cookies in your browser
Please note it's also a good idea to reboot after enabling cookies, before returning to the site. You can always change the setting back after you complete and send your order to internet shops. Return to Questions | Home Page Telephone Orders: Most customers prefer to shop online, it is easy, fast, and secure. If you prefer to order by phone please call us at (570)965-2465. Phone orders can be placed Monday thru Thursday 10am to 5pm EST. and Fridays 10am to 12 Noon. When placing your telephone order please have the item description and the item number, and if paying by credit card, your card information ready. Return to Questions | Home Page What credit cards do you accept?
Do you accept Personal Checks and Money Orders? Yes. Please do not send Personal Check or Money Order without first placing your order through our secure internet server. On the checkout page select "Personal Check" or "Money Order" as payment option and complete the order form. You will receive an email confirming your order was received and the address to send payment. Personal Checks require 10 Business Days to clear the bank before we can ship. Money Orders and Credit Cards require no waiting period, your order will ship after payment is received. We can only hold items for 21 days, if Check or Money Order does not arrive in that time the order will be cancelled and items placed back into inventory. Return to Questions | Home Page Do you accept PayPal? Yes. PayPal is designed to be one of the safest ways to send money online. Pay with your credit card, bank account, or PayPal balance without ever exposing your numbers online. Our PayPal Express allows you to speed through the checkout process without retyping financial information or even your address. PayPal also lets international customers purchase online and payment is automatically converted to their desired currency. Return to Questions | Home Page Do you charge Sales Tax? Sales tax is only charged to residents of the state the shop resides in. 6% sales tax will be added for PA. residents. Return to Questions | Home Page Do you accept Gift Certificates? We accept LollySmith.Com Gift Cetificates as well as GiveAnything.Com Gift Certificates Return to Questions | Home Page What shipping services do you use? Orders are shipped with UPS or the US Postal Service. Return to Questions | Home Page How long after my order is placed do you ship? In-stock orders usually are shipped the next business day. If an order is received before 11 AM EST, it may be shipped the same day. Orders placed on a Friday after 11 AM, EST, are typically shipped the next business day, which would be Monday. Return to Questions | Home Page Is Shipping, Handling, and Insurance included in the final total? Yes, Shipping, Handling and Insurance charges are included automatically in the final price. Shipping rates are based on the total dollar amount of your order. Return to Questions | Home Page Which is the best shipping method for me? US Post Office:
Does US Postal Service ship on Weekends? The US Postal Service does offer limited delivery to some areas on Saturdays. Orders placed on Fridays after 11 AM EST, are shipped the next business day, which would be Monday. Does the US Post Office offer Package Tracking? Tracking numbers are available for USPS Express Mail only. Delivery Confirmation is available for Priority Mail. Both Services are included in the the shipping price. USPS 2-3 Day Priority: The service normally takes 2-3 business days once shipment is fulfilled, however the Post Office does not guarantee delivery time. Most orders are shipped the next business day after the order is placed. Packages shipped using USPS Priority Mail has Delivery Confirmation included in the price. USPS 2nd Day Express: 2nd Day delivery is guaranteed once your order ships. Please Note: The day after your order is shipped is considered by the USPS and UPS to be the Next-Day, the following day is then considered the 2nd Day. Please note that 2nd Day orders received on a Friday will be shipped out the next business day, which would be Monday. There is no shipping available on Saturdays or Sundays. Express Mail requires a recipient's signature upon delivery. Express Mail delivery is not available to PO Boxes, International addresses, or for out-of-stock items. Return to Questions | Home Page Are there additional freight fees for extra heavy, oversized packages, or multiple package shipments? When a package exceeds the weight limits for the quoted shipping price, or an order may require more than one box; additional shipping charges may apply. We will contact you by email for approval before shipping. Please Note: Please verify that all address information is correct before finalizing your order. If you provide incorrect information and your package ships, UPS will charge $6.00 for address corrections and $10.00 for address changes which you will be responsible for. If you refuse delivery or your package is returned to us as undeliverable you will be responsible for the return shipping charge.
US Postal Service Shipping Rates
UPS Parcel Service
UPS raised their rates again as of January 1, 2008. Does UPS ship on Weekends? UPS does not ship or offer pickup on Saturdays or Sundays. Orders placed on Fridays are typically shipped the next business day, which would be the following Monday. Does UPS offer Package Tracking? Tracking numbers are available for all UPS services. UPS Ground: is a prompt, dependable, low-cost ground delivery reaching every address throughout the 48 contiguous states. The service normally takes 2-6 business days once shipment is fulfilled. Most orders are shipped the next business day after the order is placed, and all UPS Ground packages are trackable. UPS 3 Day Select: guarantees delivery by the end of the third business day to every address in the 48 contiguous states. Most orders are shipped the next business day after the order is placed, and allUPS 3 Day Select packages are trackable. 2nd Day Delivery: Guaranteed on-time delivery to every address throughout the U.S. and Puerto Rico by the end of the second business day. It is the right choice for shipments that do not require overnight delivery by providing substantial savings compared to rates for overnight service. Fast, reliable delivery guaranteed by the end of the second business day Intra-Alaska shipments are not guaranteed UPS Next Day Air: ships throughout the 48 contiguous states and offers door-to-door delivery normally the next business day after the order shipment is fulfilled. Orders received on a Friday are shipped the next business day, which would be the following Monday. All UPS Next Day Air packages are trackable. Top of Page | Home Page When can I expect my package to arrive? Arrival time depends upon the shipping method you choose and your packages destination - the closer you are to Pennsylvania, the quicker it will arrive. Once the package leaves our shop (usually the same or next business day), it is then up the USPS or UPS to deliver your purchase within their estimated time. Top of Page | Home Page What happens if my package is Delayed, Lost or Damaged in transit? All merchandise we ship is fully insured. Please allow extra time for your order to arrive due to updated security precautions at the Postal Service, United Parcel, and airports. Especially during the busy Holiday seasons and winter months. All items purchased from LollySmith.Com are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the shipping carrier. Once we hand over your package to the US Post Office or UPS it becomes the property of the US Post Office or UPS until it is delivered to its destination. We will arrange for shipment of your order and will advise you of the estimated shipping dates, but we will, under no circumstances, be responsible for undeliverable packages due to incorrect information provided by the customer, delays in delivery, and associated damages, due to events beyond our control such as the weather. If an order must be reshipped, a reshipping fee may apply. In case of lost or damaged packages, a copy of your insurance receipt will be provided upon request. It is the customer's responsibility to file all loss or damage claims with United Parcel Service or the Post Office where the package is received. If your lost or damaged package was sent through the US Post Office: If your insured mailing has been lost or damaged in transit you can recover the value of your articles by filing an insurance claim at your local Post Office™. How and When do I file?You must file a claim immediately when the contents of an article are damaged or missing. For a lost article, you must file a claim within certain time limits as specified in the General Filing Instructions. Where do I file?For most claims, go to any Post Office and complete Form 1000, Domestic Claim or Registered Mail Inquiry. Note: Merchandise Return Service claims can only be filed at the Post Office where your merchandise return permit is held. What do I need to file? Evidence of Insurance. Upon request, we will provide you with the insurance receipt and evidence of value of the contents of the package. What proof of Damage or Loss do I need to provide? If the article was damaged - or if some or all of the contents were missing - take the article, box, wrapper, and all packing materials to your local Post Office immediately. If the article was lost, submit any of the following as proof of loss: A letter or statement from the addressee - dated at least 30 days (15 days for registered mail) after the date the article was mailed - stating that the addressee did not receive the article. The statement, or a copy of it, must be attached to the claim. A claim form completed by the addressee - indicating that the article was not received - that has been signed and returned to the sender. A statement from the addressee's Post Office indicating that a delivery record is not on file. When can I expect payment from the US Post Office? A properly completed and supported claim is usually paid within 30 days. UPS Shipments: What do I do if my package was damaged? To file a claim electronically, please follow these steps: Go to www.UPS.Com Select Resources in the area at the top. Select Customer Service. Select E-mail UPS. Select Report a Damaged Package. Complete all of the required fields on the e-mail form, and submit. You may also call UPS Customer Service, the phone number can be found by visiting the Contact UPS link at the top of this page. Who can contact UPS to report a damaged package? The shipper or receiver of the package may call UPS to report a damage. If a damaged package is discovered while still in the UPS system, a damage report will be issued, the shipper of record will be notified, and the package will be returned to the shipper if transportable. After a damage is reported to UPS, what should I do with the merchandise? Hold onto the merchandise, container and all packing materials until advised otherwise by UPS What happens when lost and damaged packages result in a claim? A Damage/Loss Notification Letter is sent to the shipper of record. The letter provides the shipper with the claim number assigned to the claim investigation. The letter also contains instructions for submitting required claim paperwork. What is a claim? There are two type of claims: loss or damage. Loss: If a package is lost, the shipper may request a package tracer. A tracer must be requested within nine months of a package's scheduled delivery date. The purpose of the tracer is to provide proof of delivery. If UPS is unable to prove delivery, a claim number for loss is issued. Damage: A damaged package may be reported to UPS by the shipper or receiver. An inspection by a UPS representative may be required. A damage inspection report is prepared and the shipper of record is contacted with the results of the inspection. If approved for payment, a damage claim number is issued. How long does the claim process take? Once UPS receives the claim paperwork, a check is typically issued and mailed to the shipper of record within five business days. Top of Page | Home Page What is your return procedure? Please contact us by phone 570.965.2465 or email customer service for a Return Authorization Number. Returns will not be accepted without the Return Authorization Number written on the outside of the returned package. All merchandise returned for credit or refund must be in original condition including tags and original box. Packaging containing Tin Whistles that have been opened can not be returned or exchanged. Returns received with any alterations or missing pieces out of the orginal packaging are not considered to be in original condition. We reserve the right to refuse any such returns. The customer is responsible for any shipping and handling charges incurred. The item should be packaged securely and insured. We are not responsible for packages lost in transit. Refused or Undeliverable Packages: UPS charges us for the costs of refused or undeliverable packages. You as the customer are responsible for the additional shipping charges. What if the item I received was defective, or I was sent the wrong item, size, or color? We will only refund shipping costs if the return is a result of our error or defective merchandise. We will not refund shipping costs for packages that can not be delivered due to incomplete or inaccurate addresses provided by the customer. If the return is a result of our error or defective merchandise, return the item via Parcel Post or UPS Ground only. We will not reimburse shipping charges for returns sent via Priority, Overnight, 2nd Day, Express Mail, or any other premiuim shipping service. Mail securely wrapped packages to:
When can we expect the refund or exchange? You can expect your refund or exchange within 14 days from the time we receive your return back to LollySmith.Com. For credit card orders, please allow one or two statements for your credit to appear. Return to Questions | Home Page Do you accept APO/FPO Military Orders? We are pleased to offer US Post Office mailings to APO/FPO addresses. What shipping method do use for military mail? We ship Priority Mail and Parcel Post via the U.S. Postal Service. Priority Mail is the quickest but more expensive way to get your purchase from us to you. Are there any extra shipping or handling charges for military mail? We charge no extra shipping or handling charges for mailing to APO/FPO addresses. You pay no sales tax. Tax/duty fees are not charged for APO/FPO Mail. When can I expect delivery for military mail?APO/FPO delivery will take additional time. We typically ship the next business day. Priority Mail estimates consider the time from ship point to military post office only. It may take longer to reach you depending upon your location. The time varies, but typically military mail letters are delivered between seven and 10 days depending on country of destination. Priority parcels will take 10 to 15 days. Parcel Post takes about 24 days, according to MPSA (Military Postal Service Agency) officials. Transit times will vary depending on operational conditions and the unit of the addressee. Those in established bases should continue to receive regular service, while those in forward areas or engaged in operations may experience longer arrival times due to logistical constraints. During Desert Storm we equated this with the military postal system having to forward mail to a population rivaling that of the city of Richmond, VA that was moving through an area the size of the U.S. east of the Mississippi river. Are there restrictions? USPS shipping regulations restrict our shipping packages exceeding 108 inches in combined length and girth or 70 pounds in weight. Further restrictions (item, size and weight) may exist in the country in which the APO/FPO address is located. Some items may not be deliverable to these countries. We will notify you if the USPS determines your purchase cannot be delivered due to any restrictions. Thank you for making the world a safer place for everyone. Order Form Help When filling in address information on the order form please:
Return to Questions | Home Page Do you accept International Orders? We currently ship to all of the United States and territories as well as Australia, Austria, Canada, Denmark, Finland, France, Germany, Ireland, Italy, Japan, Netherlands, New Zealand, Spain, Sweden, Switzerland, Vatican City, and the United Kingdom. Do you accept Credit Cards For International Orders? We accept Visa, Mastercard, Diners, American Express, and Discover cards. Can I send an International Money Order? We will, however, accept prepaid orders for shipment overseas to other countries using an International Money Order. Please contact us at international or fax 570.965.0923 or phone 570.975.2465 for information on how to pre-pay for your order using these methods of payment. What method of shipping do your use for International Orders? We use USPS Air Mail Parcel Post, this seems to be the preferred method of shipping for most of our International customers due to cheaper rates and ease of Customs clearance. Unfortunately, International orders cannot be expedited. Are their addtional costs over and above the total of my order?You may be subject to import duties and taxes, which are levied by your government once a shipment reaches your country. These fees are not included in our shipping and handling rates. Additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be; you should contact your local customs office for further information. Additionally, when ordering from outside the US, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods. The customer will be responsible for return freight charges if product is refused or undeliverable. Please Note: Because of international laws, we are unable to mark packages as "Gift" if it is sent to you. We can only mark "gift" if the order is paid for by one person and is shipped to a different name at a different address than the purchaser. The amount of your purchase will show on the customs forms attached to your package as required by International law. How long will it take for my purchase to arrive? We ship as quickly as possible, often the next business day after your order is received. Once the package reaches your Customs Department delivery is through Your postal system. When your postal service receives your package, it will make the necessary delivery arrangements. Actual delivery times from your local post office varies widely. Delays in delivery are usually due to custom/import duties or to local postal guidelines. While these factors make it difficult for us to estimate when you will receive delivery of your international order, most of our international customers report receiving delivery of their order 4 to 6 weeks after placing it. Canadian orders often take less time. Is there package tracking available? Package Tracking is not available for international orders. Please check with your local post office if the package has not arrived after 30 days, if it has cleared customs, they may have it there for you to sign for. International Shipping rates are very high, these rates are very close to actual costs. We do not charge extra for handling. Are there additional freight fees for extra heavy, oversized packages, or multiple package shipments? Yes. Ocasionally, a package will exceed the weight limits for the quoted shipping price, or an order may require more than one box; should this occur we will contact you by email with the amount of the added fee for your approval before shipping.
| Home Page | Home Page How do I become eligible for a 10% Discount for returning customers? We would like to extend to you, the returning customer, a 10% discount off your order every time you shop with us! A personalized code will be sent to you after your second order has been placed. The next time you shop with us, simply enter the code in the "Coupon Code" box on the order form page. The discount will automatically be calculated and displayed on the second page of your order form. | Home Page Partner with our Shop Do you offer discounts to sites that link to your shop? You may be able to get 10% of any sales that come from linking to our site. Send mail to link2us@lollysmith.com including your URL, and if you qualify as one of our partner sites, we will pay you (or give you a credit for) up to 10% of any sales you refer to us. We'll give you a unique code to use in links to our site, and also a special URL at Yahoo! Store where you can check the number of visits and sales you have sent to us. Interested? Please contact us! Top of Page | Home Page  Merchant Rating Description Excellent / Top Service The Five Star Top Service icon next to a store's name is a sign of superlative quality. It means that the store is participating in our Merchant Rating System, and that customers who have ordered from that store have given it the highest ratings.The Merchant Rating System is an integral part of Yahoo!'s program to guarantee a positive, high-quality online shopping experience. The rating system gathers feedback from shoppers about Yahoo! Shopping merchants and then uses the feedback to determine an overall rating for that merchant. The system is weighted so that what counts is the majority of the merchants ratings. If most customers rate the store positively, the ratings will reflect this. The overall rating is displayed next to the store name whenever it appears in the Yahoo! Shopping pages. Use merchant ratings to make more informed purchasing decisions. And, after you place an order, contribute your feedback by filling out a merchant evaluation form. | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||