Customer Service, Returns, Damages or Exchanges
CONTACT/QUESTIONS/STATUS OF ORDERS: The best way to contact us is by e-mail at HeavGate@aol.com. Please do not IM us, as we do not respond to IM's. Please provide your first and last name and the last four digits of your order# whenever inquiring about the status of your order. All e-mails are responded to within 24-48 hours. Please be sure that your Spam filter will allow e-mail from our e-mail address of HeavGate@aol.com so that we may contact you regarding your order if need be.
If you prefer to leave a voice message via telephone, you may do so at 269-270-3200, however, please be aware that voice messages are checked Monday-Friday, 10am-5pm EST. When leaving a voice message, please provide your last name, phone number and the last 4 digits of your order number, along with repeating your phone number for a second time. Also please provide your time zone, so that we may return your call during appropriate hours. We will respond to all voice messages within 24-48 hours, Mon.-Friday, 10am-5pm EST.
ORDERING INFORMATION: Our website is updated daily. If you have visited our site and re-visit it, please clear your Temporary Internet Files (cache) to view the current updates. If you do not clear these files daily you may not be viewing the updated version, per your server rules.
Many items here at Heaven's Gate are hand-made, special or custom ordered specifically for you, therefore payment is required in-full when placing an order.
Please note that your credit card will be charged in-full for all items in your shopping cart when your order is processed here at Heaven's Gate, usually within 24-48 hours of placing your order. You will receive an e-mail confirmation indicating if any of the items you ordered are on back-order and if so you may cancel specific items or the entire order and your card will be refunded immediately. If an item is back-ordered for more than 4 weeks and you wish to leave the order in place, we will refund your charges and re-charge you when the item is shipped out to you, using the same form of payment as in your placed order.
ESTIMATED SHIP TIME: We know that once you place an order you are anxious to receive the merchandise and we make every effort to get your merchandise out to you as quickly as possible. In-stock merchandise will be shipped out to you within 1-3 business days. Some of our items "drop-ship" directly from our suppliers, and in this case we ask that you please allow anywhere from 7-10 business days, depending on their stock, for delivery to your door. We will notify you if an item is on back-order through our supplier and in this case, you may cancel the order at any time before it is shipped to you, and you will be credited immediately.
Some items, especially large rugs and artwork, are hand-made as you order them and may require 2-4 weeks for delivery time. We will notify you if this is the case. If you do not wish to wait, you may cancel the item(s) at any time. If you cancel the item(s) within 48 hours of being notified of ETA, you will not be charged the "return" fees.
RETURNS: You may return full priced merchandise only, for a full refund of the cost of the item, with the exception of the following companies:
1. The Rug Market, 25% re-stocking fee.
2. Casual Comfort Furniture,(non-returnable, unless defective in any way).
3. Stray Dog Designs, 15% re-stocking fee.
4. Classic Home rugs, 20% re-stocking fee.
5. Roost, 15% re-stocking fee.
6. CBK -20% re-stocking fee.
Buyer is responsible for all shipping costs, as described below. All items must be returned in their original, unworn and unused condition.
If you are not happy with your purchase and wish to return it, you must notify us within 14 days of receipt for a Return Authorization Number. Items returned without prior authorization will be refused. After obtaining a Return Authorization you must ship the item within 7 days. Please save and return all items in original packaging material, with all tags intact. When returning items, we highly recommend insuring the item against damage or loss, as you will be responsible for the item(s) until it is delivered and received by us and/or back to our supplier.
Please check with us for return shipping address, as some merchandise will be returned directly back to our supplier, if not, our website return address is:
Sue Catherman
Heaven's Gate Home & Garden
6717 Tall Oaks Drive, Unit 3A.
Kalamazoo, MI 49009
Returns/Free Shipping Items:
We offer Free shipping on all orders over $200 in sales. In the event that you wish to return an item in which you received free shipping, we will refund the full price paid (with the exception of non-returnable/re-stockable items), for the item minus a 10% original shipping fee on all items with the exception of 6x9 through 10x14 rugs, in which case would be 5%, or a minimum of $9.95, whichever is greater. You will be responsible for the return shipping fee as well. For returns of large rugs, you may request that we make arrangements for a "Call-Tag" to have the rug(s) picked up, however, you will be charged the same shipping fees as described in the above paragraph for the return shipping.
Out-of-Stock Items: You will be notified if an item is out-of-stock when your order is processed and you may choose to cancel the order and you will be refunded immediately. We will keep you updated on the back-order status and you may choose to cancel at any time. If canceled before shipped to you, you will be refunded the full amount paid and not charged the "return" fees.
SALE/SPECIALS/COUPONS/DISCOUNTED ITEMS: All sale/special/discounted/close-out items are non-returnable, unless defective in any way not previously disclosed. In the event of duplicate offers, you may elect to receive the highest advantageous offer, but may not receive duplicate offers. Coupons are not valid on SALE items, nor previous purchases.
DAMAGES/EXCHANGES: If you receive an item damaged, you must notify us within 14 days of receipt for a replacement. If you are unsatisfied with any full-priced item and wish to exchange it for the same item or any other at an equal or greater value, you may do so at full value (with the exception of the above mentioned non-returnable items, one time only, however, you will be responsible for all new shipping costs. If you received Free shipping and wish to exchange the item, you will be charged the same shipping fees as described in our Return Policy on the exchanged item, as you may not receive Free Shipping on both items.
HOLIDAY/GIFT RETURNS: If you purchase an item from our web-site as a Holiday or any type of occasional gift, please make a note of that intention in the comments section of the order form. If this is the case, we will extend our return policy from the standard 14 days of receipt rule to the 15th of the following month from the date of receipt.
All "holiday" themed merchandise is non-returnable after the holiday has passed, regardless if it's within the 14 days of receipt.
Revised Policy as of 7/15/11. Thank you! Sue
If you prefer to leave a voice message via telephone, you may do so at 269-270-3200, however, please be aware that voice messages are checked Monday-Friday, 10am-5pm EST. When leaving a voice message, please provide your last name, phone number and the last 4 digits of your order number, along with repeating your phone number for a second time. Also please provide your time zone, so that we may return your call during appropriate hours. We will respond to all voice messages within 24-48 hours, Mon.-Friday, 10am-5pm EST.
ORDERING INFORMATION: Our website is updated daily. If you have visited our site and re-visit it, please clear your Temporary Internet Files (cache) to view the current updates. If you do not clear these files daily you may not be viewing the updated version, per your server rules.
Many items here at Heaven's Gate are hand-made, special or custom ordered specifically for you, therefore payment is required in-full when placing an order.
Please note that your credit card will be charged in-full for all items in your shopping cart when your order is processed here at Heaven's Gate, usually within 24-48 hours of placing your order. You will receive an e-mail confirmation indicating if any of the items you ordered are on back-order and if so you may cancel specific items or the entire order and your card will be refunded immediately. If an item is back-ordered for more than 4 weeks and you wish to leave the order in place, we will refund your charges and re-charge you when the item is shipped out to you, using the same form of payment as in your placed order.
ESTIMATED SHIP TIME: We know that once you place an order you are anxious to receive the merchandise and we make every effort to get your merchandise out to you as quickly as possible. In-stock merchandise will be shipped out to you within 1-3 business days. Some of our items "drop-ship" directly from our suppliers, and in this case we ask that you please allow anywhere from 7-10 business days, depending on their stock, for delivery to your door. We will notify you if an item is on back-order through our supplier and in this case, you may cancel the order at any time before it is shipped to you, and you will be credited immediately.
Some items, especially large rugs and artwork, are hand-made as you order them and may require 2-4 weeks for delivery time. We will notify you if this is the case. If you do not wish to wait, you may cancel the item(s) at any time. If you cancel the item(s) within 48 hours of being notified of ETA, you will not be charged the "return" fees.
RETURNS: You may return full priced merchandise only, for a full refund of the cost of the item, with the exception of the following companies:
1. The Rug Market, 25% re-stocking fee.
2. Casual Comfort Furniture,(non-returnable, unless defective in any way).
3. Stray Dog Designs, 15% re-stocking fee.
4. Classic Home rugs, 20% re-stocking fee.
5. Roost, 15% re-stocking fee.
6. CBK -20% re-stocking fee.
Buyer is responsible for all shipping costs, as described below. All items must be returned in their original, unworn and unused condition.
If you are not happy with your purchase and wish to return it, you must notify us within 14 days of receipt for a Return Authorization Number. Items returned without prior authorization will be refused. After obtaining a Return Authorization you must ship the item within 7 days. Please save and return all items in original packaging material, with all tags intact. When returning items, we highly recommend insuring the item against damage or loss, as you will be responsible for the item(s) until it is delivered and received by us and/or back to our supplier.
Please check with us for return shipping address, as some merchandise will be returned directly back to our supplier, if not, our website return address is:
Sue Catherman
Heaven's Gate Home & Garden
6717 Tall Oaks Drive, Unit 3A.
Kalamazoo, MI 49009
Returns/Free Shipping Items:
We offer Free shipping on all orders over $200 in sales. In the event that you wish to return an item in which you received free shipping, we will refund the full price paid (with the exception of non-returnable/re-stockable items), for the item minus a 10% original shipping fee on all items with the exception of 6x9 through 10x14 rugs, in which case would be 5%, or a minimum of $9.95, whichever is greater. You will be responsible for the return shipping fee as well. For returns of large rugs, you may request that we make arrangements for a "Call-Tag" to have the rug(s) picked up, however, you will be charged the same shipping fees as described in the above paragraph for the return shipping.
Out-of-Stock Items: You will be notified if an item is out-of-stock when your order is processed and you may choose to cancel the order and you will be refunded immediately. We will keep you updated on the back-order status and you may choose to cancel at any time. If canceled before shipped to you, you will be refunded the full amount paid and not charged the "return" fees.
SALE/SPECIALS/COUPONS/DISCOUNTED ITEMS: All sale/special/discounted/close-out items are non-returnable, unless defective in any way not previously disclosed. In the event of duplicate offers, you may elect to receive the highest advantageous offer, but may not receive duplicate offers. Coupons are not valid on SALE items, nor previous purchases.
DAMAGES/EXCHANGES: If you receive an item damaged, you must notify us within 14 days of receipt for a replacement. If you are unsatisfied with any full-priced item and wish to exchange it for the same item or any other at an equal or greater value, you may do so at full value (with the exception of the above mentioned non-returnable items, one time only, however, you will be responsible for all new shipping costs. If you received Free shipping and wish to exchange the item, you will be charged the same shipping fees as described in our Return Policy on the exchanged item, as you may not receive Free Shipping on both items.
HOLIDAY/GIFT RETURNS: If you purchase an item from our web-site as a Holiday or any type of occasional gift, please make a note of that intention in the comments section of the order form. If this is the case, we will extend our return policy from the standard 14 days of receipt rule to the 15th of the following month from the date of receipt.
All "holiday" themed merchandise is non-returnable after the holiday has passed, regardless if it's within the 14 days of receipt.
Revised Policy as of 7/15/11. Thank you! Sue
Need live help? Please call 269-270-3200 Monday-Friday 10am-5pm EST
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