Bonsai Trees, Bonsai Pots, and Bonsai Tools
2124 DUTCH HOLLOW RD
AVON, NY 14414
Open by appointment only
Cell or Text 585-734-7035
Which credit cards do you accept?
Can I cancel my order?
I canceled my order but I haven't received a credit yet. How long do credits take?
Can I return an item that is damaged, defective, or I just don't want?
What happens if the item I ordered is not available?
Why was I charged sales tax on my purchase?
How long will it take to receive my order?
Can I have an order shipped to my P.O. Box?
Can I ship my order to a different address?
How are shipping charges calculated?
Visa, Mastercard,American Express and Discover/Novus cards are accepted, as well as debit cards which bear the Visa or Mastercard,logo.International shipments will only be made after a wire tranfer is received or credit card is confirmed.Shipping name, address and phone number on international orders must match name, address and phone number for credit card.If not matched order will not be shipped. There will be no 3rd party transactions on international orders.
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Yes, you can, as long as the item has not been shipped. If the order has already been shipped we will attempt to cancel the order, but cannot guarantee that the cancellation will be possible. If you do receive an order that was canceled, accept delivery of the item and call the Customer Service Center at 585-226-8593 for return instructions.
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We submit all requests for credits within 14 days of receipt; however, it may take 7-14 business days for you to receive your credit. You should see this on your next credit card statement or the following one, depending on where you are in your billing cycle.
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If, within 10 days, you claim a damaged, defective or wrong item purchased and return purchase to us, we will replace the item or provide a credit for the full merchandise amount less any shipping charges and a 25% restocking fee. Refunds for damaged items will be done only after verification of claim to our shipper. You must contact Hollow Creek Farms and we must file claim. No refund will be made on damaged trees due to handling by shipping company, heat or natural disaster.
Gift Certificates may not redeem for cash and must be used toward purchase of merchandise at Hollow Creek Bonsai.
Merchandise returned without authorization will be refused, and the carrier will charge you freight in both directions. A 25% restocking fee is charged on all returned items. please return your merchandise in the original box and packing materials, including all accessories and the owner's manual. Do not destroy or discard original packing for 30 days. The value of missing accessories will be deducted from the credit amount of a return. If mechandise is damaged during shipping on returned items, no refund will be issued.
About Pot Glaze, Size, Photography & the Internet. There may be a difference in color between what you see here and the product you receive. Even within one kiln of pots, glazed identically, there can be significant variation in color and glaze clarity. This is one of the great qualities of handmade pots. Generally photographs never show the depth, variation, and quality of these surfaces. Plus every computer monitor represents color a little differently. As many pots are hand made all measurements are approximate. All measurements on pots are measured at the outside edge's and from the table up. Pot sizes are rounded off to nearest inch or half inch from cm given us by suppliers overseas. This means the pots dimensions may be different than stated.
Plants and trees are shipped healthy. Tree diameter is measured at the soil line. Also as the world is full of unwanted insects, we spray every tree before shipping. By the time the tree arrives the spray will have done its work and broken down. As all Bonsai are always in development some changes in tree may occur and all measurements are approximate. When buying trees and plants please keep these facts in mind. International and out of state shipments are shipped at buyers risk,so be sure you know your import rules and regulations. Additional time may be required to ship depending on your local ag dept. regulations. Returns will not be accepted on Trees or Plants. Since we do not have control after trees and plants leave Hollow Creek Farms Inc, plants and trees are not guaranteed. Hollow Creek Farms Inc also cannot control the weather so when ordering Trees and Plants the buyer assumes the risk for damage from the cold and heat during shipping. We take a great deal of time packing trees, but because we can not control how box's are handeled trees are not guaranteed for breakage to limbs or pot damage during shipping. Trees purchased from catalog where they are one of a group of trees may not look like the tree pictured
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Our vendors ship products before the estimated delivery in the vast majority of cases. On occasion, however, an order may be delayed due to availability or other circumstances. We constantly update our computer system with new information from our vendors. On rare occasions new circumstances come to our attention after the placement of your order. Therefore, we reserve the right to cancel your order for a full refund at any time. As trees are living things and many things can happen to them, we reserve the right to substitute trees of equal value when one is pulled for shipment but does not meet our standards. We also reserve the right to substitue any item of equal value and kind if ordered item is not available. Hollow Creek also reserve's the right to select a different mode of shipping as we see fit. Any additional shipping fees will be paid by buyer.
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Tax is applied to all items.
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Hollow Creek has 14 working days to ship your package. The standard delivery time for orders shipped via UPS ground is 7-14 working days. Large items are shipped via common carrier (trucking company) and may take up to 21-28 days to arrive. Trees can be shipped common carrier at buyers risk. Bonsai pots will only be shipped UPS. As it takes a great deal of care to pack Bonsai Pots, please allow extra time when ordering. When ordering Exhibition Grade Bonsai Pots please plan on it taking longer for deliver as packing and shipping these pots take even more time than our professional grade pots. The UPS Service Guarantee (2 day, 3 day, next day) does not apply when packages are delayed due to causes beyond UPS's control example being weather. We reserve the right to change shipping carrier or mode any time package dimension exceeds 12" on any side.
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The vast majority of our merchandise is shipped via UPS, and a valid street address is needed to ensure proper delivery. If a P.O. Box is used as a shipping address, you must chose USPS, an error message may appear when submitting the order if address cannot be verified. We also cannot deliver to A.P.O., F.P.O. or foreign addresses. International shipments will only be sent UPS if pre-approved.
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Yes! When you place your order and come to the Check Out screen, just replace your address with the address you want to ship your merchandise to, then continue. Remember to use a street address, not a Post Office Box, for any shipping address.Shipping to a different address than the card holder may result in a delay in shipping. This is a result of the extra time it takes to verify the card is not stolen. The exception to above is shipping address and phone number on international orders must match address and phone number for credit card.If not matched order will not be shipped under any circumstance. International shipments will only be sent UPS.In addition international orders will not be shipped to a P.O. Box.
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Shipping charges vary according to product type and destination. Minimun shipping and handling charge is $9.95 per item. We reserve the right to change shipping mode from one chosen at anytime. Most products are shipped via UPS or USPS (because they offer package insurance and excellent tracking software). Larger items are generally shipped via common carrier, and require higher shipping rates. Select products offer an express shipping option. In all cases, this rapid delivery requires an additional fee. Note: If you chose the option for commercial shipping and in fact are not a legitimate commercial business you will be charged the additional shipping charge and a $25 service charge.
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Hollow Creek Farms Inc. ("Hollow Creek Farms and Hollow Creek Bonsai") is sensitive to your rights of privacy on the Internet. We believe it is important that you know what information we collect on our websites and how the information is used.
In general, you can visit and browse any Hollow Creek Farms website without telling us who you are or reveal any information about yourself. Our hosting servers collect the domain names, not the e-mail addresses, of the visitors. None of the information collected identifies you personally. This information is aggregated to measure the number of visits, average time spent on the site, pages viewed, etc. Hollow Creek Farms uses this information to measure the use of the site and to improve its contents.
On certain pages such as the "Feedback", "Request Information" or "Register" pages, you may voluntarily provide us with your e-mail address, state and answer survey questions relating to your design and crafting activities. We will use this information to improve our products and services. We may also use it to see how this website is being used and/or to adjust this website to your personal preferences. Additionally, we may further use this information to send to you materials and information such as new product announcements or other information that we feel may be of use or value to you.
If you do not want to receive further communications from us via e-mail, please let us know. We are committed to respecting your privacy.
Hollow Creek Farms may share the information collected at this website with its subsidiaries and affiliates for use as described above. Hollow Creek Farms will not share any of this information with third parties except marketing companies engaged by Hollow Creek Farms to conduct marketing campaigns or promotions under the control and direction of Hollow Creek Farms.
Hollow Creek Farms reserves the right to change or update this policy at any time. Such modifications will be effective on the date that we post the modified policy on our websites.
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