Order Information: Terms and Policies
IMPORTANT: Charges for your online order will appear as Nouveau Designs Soap Molds on your credit card statement. Mold Market is a division of Nouveau Designs LLC.
This page contains important information about ordering terms and shipping policies. Any order placed with our company (by phone, fax, or the online shopping cart) is acknowledgment and acceptance of these terms.
WHEN WILL I RECEIVE MY ORDER? Every effort is made to ship orders within 2 business days (this does not include time in transit). This is not always possible during busy seasons (September - December). If you need to receive an order by a certain date, email first to ensure we can accommodate your request. We do not process or ship orders on the weekend.
CATALOG: We do not offer a printed catalog.
OFFICE HOURS: Monday-Thursday, 9 am - 5 pm EST. Due to our limited staff, we prefer that you email if checking order status, need assistance with an order you have received, or have general product questions. Our support staff typically replies to email within 1 business day (or sooner).
PICK UP: Our warehouse facilities and business operating policies do not allow for order pick-ups.
INSTANT REWARDS PROGRAM: We an INSTANT REWARD program which instantly applies your qualifying discount as items are added to your cart. You start earning reward points as soon as you add $35 or more in product to your cart. The more you buy, the greater your reward discount.
PRICING/TYPE ERRORS: We make every effort to keep prices current and product descriptions up-to-date. We reserve the right to charge prevailing rates at the time of shipment. We also reserve the right to make corrections to published rates due to keying/typing errors on our part and product description errors. This applies to all prices published and product descriptions on our web site, in email flyers, and any other published material received from our company.
SHIPPING METHODS:
All online shipping rates displayed include a nominal handling charge.
Domestic Orders: (UPS is our Preferred Shipping Provider)
UPS: Ground or UPS 3-Day Select services are available. Note that 3-Day Select is a premium service based on dimensional weight (box size plus weight) and the online shipping rate shown may not accurately reflect the actual cost charged to your credit card.
US Postal Priority: UPS is our preferred provider for
domestic shipments. It takes additional time to batch postal shipments separate
from UPS, prepare shipping labels, schedule pickups, and in the case of
international shipments, complete international documents. For some domestic
shipments, you may find that USPS returns the better rate particularly when
shipping to AK, HI and PR. Understand that postal shipments will add an additional day to order processign time.
Canadian Orders:
Ship by UPS Canada Standard or USPS Priority Mail. The shopping cart will display the shipping method that offers you the best savings. Canadian customers are responsible for any brokerage fees, customs and/or duty taxes that may apply. UPS residential ground packages will be charged a $10 flat rate brokerage fee at the border. This is a special incentive our company has worked out with UPS to help you save on brokerage fees. The order must be valued at $200 or less and shipped to a residential address.
All APO Military orders ship US postal priority mail. The post office does not offer online postage service to certain APO addresses. Postage must be purchased at the post office which means one of our staff members must hand deliver the carton to a postal station. If we are unable to purchase postage online, a $7.50"hand-deliver charge" is added to the cost of shipping for this service. Also, if your military shipping address requires customs paperwork, the order will be treated in the same manner as all international shipments and a $5.00 document preparation fee will be added.
Overseas International:
Ship by US Postal International Priority Mail. A $5.00 international document preparation fee is manually added to all international shipments (excluding Canada).
We do not guarantee delivery dates on any postal shipments. Delivery timeframe is based on the estimated delivery times posted on USPS.com web site. On average, it takes 10-14 days to receive international postal shipments. However, delivery can take up to 30 days in some instances.
All postal shipments require a 30-day waiting period before damage or loss claims can be filed. We DO NOT compensate for any damage or loss until the postal service approves and pays the claim. This could take upwards of 90 days!
Overseas (international) customers are responsible for any brokerage fees, customs and/or duty taxes that may apply.
The shipping amount shown during checkout is only an estimated charge generated by the UPS an USPS online system. The system is unable to determine and account for multiple boxes, dimensional weights, and certain surcharges. Shipping charges may be higher (or lower) than the online estimate. In most cases, the shipping charges shown are accurate. If we find you have been undercharged charged in shipping costs, your order total will be adjusted when the order ships.
ADDRESS CORRECTIONS: The customer is responsible for any additional fees charged by UPS for address corrections. The UPS address correction fee is $11.00 per carton. We reserve the right to charge for these fees once we are notified by UPS. Any applicable fees will be charged to the credit card associated with the order.
SHORTAGES: BE CERTAIN TO SIFT THROUGH THE PACKING MATERIALS IN THE BOX. Some items shift to the bottom of the box during shipping and are almost always found at the bottom of the carton beneath packing material. We employ a two-fold check off system and order shortages are rare. If you believe you have been shorted (and have carefully checked the packing), please email. We must be notified within 3 days of delivery. Failure to notify us in writing (email or fax) within 3-days of delivery nullifies any shortage claims associated with the order in question. Claims of shortages are reviewed and handled on a case by case basis.
WHOLESALE INQUIRIES: Please email us for more information. You can also complete the Wholesale Inquiry Form.
DAMAGE CLAIMS: Open cartons immediately to inspect for damage. Damage must be reported to either UPS or MoldMarket.com within 48 hours (of receiving your order) for replacement items to be considered. UPS can be contacted at 1-800-PICK-UPS (domestic customer service) or 1-800-782-7892 (for Canadian customers). A UPS representative will contact our company concerning the damage claim. DO NOT discard the shipping carton or any packing material should you find damage. UPS may need to inspect the carton before approving a damage claim. We cannot replace damaged merchandise if UPS was unable to inspect the carton.
RETURNS: We do not accept returns or make exchanges unless our company is in error. If you are uncertain about a product, please contact us and we will gladly assist with any questions or concerns. Any authorized return is subject to a 20% restocking fee (unless we were at fault) and the customer is responsible for the cost of returning the product. We do not refund any portion of shipping/handling costs. Authorized returns are issued as an online 90-day IN-STORE credit. Returned product must be unused and in saleable condition.
Open your carton immediately to confirm that all items are correct. We allow 3 business days to report any order errors. After that, we assume your order is 100% correct and you bear the cost of returning product. A 90-day in-store credit will be issued. You must obtain a return authorization number PRIOR TO sending back product. Product must be returned in unused, saleable condition.
CANCELLED ORDERS: No cancellations are granted once an order has been received or shipped. We do allow a 3 hour window-period to cancel your order once it has been submitted. If you do not cancel within this timeframe, a 20% restocking fee applies and the balance of your order is issued as in-store credit. You may use this credit on a future order. Order cancellations must be submitted in writing (email or fax notification accepted) and are subject to approval.
REFUSED DELIVERIES: You will be charged the return shipping cost PLUS a 20% restocking fee. Any balance due will be issued as an in-store credit.
DELIVERY TIME: We can not promise a specific delivery time. Delivery times (example: deliver before 4 pm, or after 3 pm) are out of our control. UPS does have guaranteed delivery times for certain services:
UPS 3-Day Select is guaranteed by end of third business day. UPS does not count the pick-up day when calculating delivery time. Remember, we still must process the order, so 3-Day Select service only applies to delivery. It does not necessarily mean your order will ship the same day as received.
UPS Ground Residential is not guaranteed. Packages ship from our Michigan facility, zip code 48430. Depending on your UPS shipping zone, it can take 1-5 business days.
UPS does not count the day a package is picked up. Business days do not include weekends or major holidays. UPS is closed on major holidays and the day after Thanksgiving. See the time in transit map to determine standard ground delivery time to your state.
TRACKING YOUR PACKAGE: E-mail notification is sent to customers providing a valid email address. This service allows you to track your package from the UPS.com web site. Trying to track a UPS package prior to receiving a shipping notice will result in an error message. Shipments outside the US and Canada will be sent a postal tracking number. Postal shipment can be tracked at USPS.com.