TERMS OF SERVICE

How can I contact you if I have additional product questions?
You have several options to get in touch with us:
You can call us at 646-387-3247
during the following hours: 10 AM to 8 PM EST Monday - Saturday
Or, if you prefer, you can e-mail us at info@winterwaterfactory.com.

How long does it take until my order ships, and how soon will I get it?
Your order will be shipped within two business days (48 hours) from when you placed your order. You should receive the order within 7 business days from the time of shipping, depending on your location.

What are your shipping and handling costs?
Until December 31, 2005, we are offering free UPS ground shipping and free handling on all orders.

Do you have a faster shipping service available?
We can ship via UPS Next day, 2-day or 3-day shipping. We do charge shipping costs for these services. Please call or email us and we will tell you the costs for faster shipping options for your order.

Can I have my order sent to a different location other than my billing address?
Yes, you can. When you fill out the billing and shipping pages, you can specify where you would like something sent. Please note, however, that winterwaterfactory.com cannot accommodate multiple shipping addresses at this time. If you want to purchase several items and have each of them sent to a different address, you will have to make separate purchases. Please note that we cannot ship orders to P.O. Boxes.

Can orders be shipped outside the U.S.A.?
No, at this time we cannot ship outside the U.S.A for orders directly through our website. Please e-mail us with the items you are interested in, and we will get in touch with you to discuss your options.

What types of payment do you accept?
We accept all major credit cards through our website. If you don't want to pay by credit card, you can also call or e-mail us and pay for your oder by check. We will then ship your order as soon as your check has cleared.

How can I buy something if I don't want to use a credit card online?
Currently, the only way to buy something directly from our website is through using paypal. If this is not an option for you, please call or e-mail us. We will take your order, you send us a check for the amount of your order, and we'll send out your merchandise once your check clears.

What is your returns policy?
Merchandise purchased from winterwaterfactory.com may be returned for winter water factory credit (minus original shipping and handling fees) only within 30 days of purchase if in original condition and in original packaging. Refunds are not issued except in the case of defective merchandise we are unable to replace. winter water factory credit is valid for one year from date of issue. Thereafter, unused winter water factory credit is forfeited.

How do I return something?
To make a return or exchange contact us via email at info@winterwaterfactory.com to specify the reason and we will issue you a return authorization number. The item should be shipped to us via UPS in its original condition and packaging accompanied by the original receipt (or a copy) and the return authorization number. We will not accept any used merchandise. In such cases the merchandise will be returned to the purchaser. Returns need to be packed securely and insured for the full price of the item and shipped to the following address:
Winter Water Factory - Returns
11 Sterling Place 5H
Brooklyn NY 11217

If the product is defective, we will arrange for a UPS call tag to have the merchandise picked up from you. If you are returning it for some other reason, you will need to pay the cost of shipping it back to us. Please note that additional shipping charges will apply to exchanges. Once the return is received we will e-mail you confirmation of the return. If you are requesting a credit we will send you a credit memo via email.

How is sales tax calculated on orders?
We collect sales tax on orders shipped to addresses in New York State. Residents in other states are responsible for complying with local state tax laws.

What if the item I want is not in stock?
Our site keeps track of what's out of stock and won't allow you to purchased items not in stock. Please e-mail us to find out how long it will be until we expect the item to be back in stock.