Shipping & Returns

Please direct any billing questions or other inquiries to:
sales@outstandingexpectations.com 865-428-4900 (A division of Heirloom Art Studio)

SPAM BLOCKERS: Please make sure to add our email address to your address book so our email will get through any spam filters you have set. If you have not entered our store’s email address, we may not be able to contact you if we need more information or need to discuss your order.

SPECIAL ORDER POLICY
If you are looking for a particular item not shown or would like to order a custom made, personalized product, please contact us and we would be happy to discuss your special order. If we are able to obtain the product, or create it, the following policy applies:
1. All special orders are PREPAID-NO EXCEPTIONS! We will not proceed with an order until your payment is received and has cleared the bank.
2. All sales are final. No RETURNS or REFUNDS-NO EXCEPTIONS!

CREDIT CARD POLICY
We accept Visa or Mastercard directly through our secure, online shopping cart. All orders are taken using industry standard SSL encryption, which scrambles credit card and personal information and protects you, the buyer.
Credit card charges will appear on your Billing Statement as being from OUTSTANDING EXPECTATIONS. This is our East Tennessee brick and mortar retail showroom and the name on all our billing accounts.
Address Verification is used on all credit card orders therefore, your “BILL TO” address must match your credit card billing address when ordering.
We have a ZERO FRAUD POLICY. If the information you provide is not verified by your credit card company, your order will be CANCELLED.
In the event of a chargeback, all items MUST be returned to us in 100% perfect, resale condition prior to any refund settlements.

PAYPAL
We accept Paypal payments through the secure online shopping website.
Upon receipt of payment and verified clearing through our bank, we will ship your order.

CHECKS OR MONEY ORDERS
We do NOT accept checks or money orders as a payment option on our websites. We will however, accept them from customers who contact us by email or phone to place an order. This will allow us time to pull the items from online sales and hold them at the showroom while awaiting your payment.
Payment must arrive within 7 days of the date the order is placed or your order will be canceled.
Your order will NOT be shipped until payment has been received and has cleared our bank. Allow up to three additional weeks for payment to clear. For faster service, please use other methods of payment.
Checks returned for ANY reason are subject to a $35 fee.
We reserve the right to prosecute and/or recover funds through any means for bad checks.

Send all payments to:
Outstanding Expectations
2616 Wears Valley Road
Sevierville, Tennessee
37862-8300

NO COD ORDERS—NO EXCEPTIONS!

PRINTED CATALOG
We DO NOT offer any printed catalogs. Many of our products are one of a kind and are shown only on our website. Many of our manufacturers are no longer offering us printed materials so it has become impossible for us to keep current inventory in printed form to our customers. Our website, which is open 7 days a week, 24 hours a day, acts as our catalog of current inventory.
Consider that we are doing our part to GO GREEN and help the environment by not killing trees for paper. We are not adding to your retail costs to cover catalogs that will become quickly outdated or adding to landfills when such items are discarded.

WHOLESALE ITEMS
We do NOT offer wholesale sales or pricing on any of the merchandise shown on our shopping sites. Shopping sites are consumer, retail sales only.
We DO create one-of-a kind items specifically for resale needs and with designs exclusive to your wholesale and retail only needs.
Original, handmade products include any item screenprinted, dye sublimated or any original fine art or art print. Please contact us directly for more information on these services or visit www.heirloomartstudio.com or www.mysticink.com to see the variety of services and talents offered by Greg and Kathryn Rutherford, owners.

OUT OF STOCK ITEMS
If an item becomes unavailable at any time, for any reason, it will be cancelled from your order. Errors and omissions do happen and we do maintain a brick and mortar showroom, which displays the items shown online. On the rare chance a one of a kind item is sold at the showroom, at the same time an online order is taken, the item will be cancelled from the online order if it becomes unavailable before it can be removed from the online store inventory. Showroom sales take precedence over online sales.

ORDER CANCELLATION
We can NOT cancel orders after they have been shipped. Any order returned will be subject to all the return policies and a 15% restocking fee. In addition, any original shipping and return shipping charges are YOUR responsibility to pay.

RIGHT TO REFUSE
Our company and staff reserve the right in its sole discretion to refuse service to anyone at any time. At any time, we reserve the right to accept or decline your order for any reason, supply less than the quantity you ordered of any item if fraud is suspected and may also require additional verifications of information before accepting any order.

PRICES
Due to price fluctuations and increases on new inventory or shipping charges, prices are subject to change at any time without notice.

RETURN POLICY
We will accept returns within 10 days of the date your order is delivered however, the following conditions apply:

1. NO ITEM MAY BE RETURNED WITHOUT FIRST CONTACTING US VIA EMAIL. (Details to follow)
2. ALL RETURNS ARE FOR EXCHANGE OR STORE CREDIT ONLY!! NO EXCEPTIONS.
3. ALL RETURNS ARE SUBJECT TO A 15% RESTOCKING FEE.
4. Defective or broken items will be replaced if available after they are returned for our inspection. If not available to replace, a store credit or product substitution will be issued.
5. Only items in perfect, resalable condition, in their original packaging, will be accepted for return.
We do NOT accept returns of books, oils, herbs, food, drink or bath items, items that have been tampered with or sealed items that have already been opened.
6. Outgoing and return shipping charges are NOT refunded (except in cases where we have made an error) and are the responsibility of the customer as are new shipping charges to send a replacement order.

To place a return, please e-mail us at: crone@swordandivy.com and explain the reason for your return and what items are being returned to us. We will respond with an RA (Return Authorization) number that you must write on the outside of your return package. Items returned without this authorization number will NOT be accepted.

Replacement orders will be shipped when all balances on the new order are paid in full.
For those seeking an in-store credit, we will email you a credit certificate for your records which you may print out and use as proof of your credit amount. This certificate is good for 90 days from the date of issue. It cannot be used with an online purchase as our shopping cart currently has no method to input a credit. You must contact us directly to place your order so we can pull items from our online inventory and process your credit manually.

SALE AND CLEARANCE ITEMS
All sales are final. NO RETURNS or REFUNDS on sale items. NO EXCEPTIONS!

SHIPPING
All orders of in-stock items are processed within 1 to 3 business days and shipped according to the shipping method and delivery time you choose when placing your order.
Orders containing hand made or special order items must add additional production time to create your order. This is usually an additional one to three weeks.

Shipping charges for all domestic shipments are based on actual cost plus a handling fee. The handling fee includes insurance (all orders are shipped insured), all tape and miscellaneous packing materials to safely secure your order and any travel time and expense to deliver your order to the shipper or additional charges to have your order picked up. Any handling fees are for actual costs incurred and are in addition to the actual cost of shipping.

INTERNATIONAL ORDERS
We ship online to Canada and the U.S. Please contact us directly if you require shipping to other countries so we may determine the cost of shipping to your location.
Any customs, duties or taxes levied on your order by any country are the responsibility of the purchaser.

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