Frequently Asked Questions

• WHAT IS YOUR COMPANY’S RELATIONSHIP WITH THE ARTISANS?
  
  The artisans of CraftNetwork maintain complete freedom in all aspects of the business. They are free to raise or lower their prices as they see fit, and are not contractually obligated to maintain prices or craft any product that they feel does not artistically or personally represent their work. The artisans are not charged to display their items on the website or any other company advertising medium.
  In addition, the artisans are not financially obligated in anyway whatsoever when any merchandise is returned and/or damaged by a customer. CraftNetwork assumes responsibility for all products during the transaction process. Once an item is received, inspected, and shipped, the artisan is not responsible, financially or otherwise, in anyway.
  The artisans of CraftNetwork are the inspiration and the centerpiece of the business, and their creative and professional well-being is of the utmost importance.
  
  
• IS THERE ANYWAY TO CONTACT AN ARTISAN?
  
  We do not give out personal contact details for any of our artisans due to rights of privacy. If you would like to send a message or give a review of an artisans work, please go to the “CONTACT US” section and to “WRITE A REVIEW” sections of www.craftnetwork.com following receiving your order. Any message will then be forwarded to the respective artisan. We encourage all of our customers to write messages and reviews. As one can imagine, it is quite exhilarating and gratifying for the artisan, and it is greatly appreciated.
  
  
• WILL I NEED TO PAY CUSTOMS OR DUTY FOR THE ITEM(S) I HAVE ORDERED?
  
  If you are shipping to the Continental United States, you will not be required to pay any customs or import duties. Currently, CraftNetwork only organizes all customs and import formalities for customers ordering from the United States of America. If you are shipping to a country other than the US, you may be required to pay import or customs duties upon delivery.
  Please note if you are shipping to Australia, packages containing ‘natural items’ may be subject to a fumigation fee by local customs upon arrival. The customer will have to cover any charges for this service upon delivery.
  
  
• DO YOU HAVE A GUARANTEE FOR YOUR PRODUCTS?
  
  One hundred percent customer satisfaction is what we strive for at CraftNetwork, and we do not want it any other way.
  For full details on Returns and Refunds please click on the ‘Returns’ section within Customer Assistance.
  If you have any questions or concerns, please call customer assistance using our toll-free number: 888-717-0451 or e-mail us at CustomerSupport@CraftNetwork.com
  
  
• WHAT SHOULD I DO IF MY ORDER ARRIVES DAMAGED?
  
  If an item arrives damaged, the customer is entitled to a full refund or a replacement depending on personal preference. If an item arrives damaged, please contact us immediately at CustomerSupport@CraftNetwork.com
  Full price merchandise returned within 30 days from the ship date on your invoice will be credited to the original method of payment (credit card, Paypal, gift certificate), if accompanied by the original invoice. After 60 days, the current selling price will be credited if accompanied by the original sales receipt.
  
  Sale price merchandise returned within 30 days from the ship date on your invoice will be credited to the original method of payment (credit card, gift card or online gift certificate), if accompanied by the original invoice. After 30 days, sale product is not eligible for return credit.
  Please use the original shipping box and packing materials. For your convenience, a postage-paid return label has been provided. Simply affix the label to your package and leave it in a secure location where you normally place your outgoing mail or take it to your local post office.
  By using our postage-paid return label, you can track the status of your return shipment at craftnetwork.com through the My Account page. Please allow up to 3 days after you mail your return for tracking to be available. You will receive an e-mail notification upon the completion of return processing.
  
  Please allow 10 to 12 business days for us to receive and process your return or exchange.
  
  If you need an additional return label, please contact a Customer Service Representative at 888-717-0451 or e-mail us at Customersupport@CraftNetwork.com and we will send it to you.
  
  
• WHAT SHOULD I DO IF I RECEIVE THE WRONG ORDER / PRODUCT?
  
  In the unlikely event that you have received the wrong merchandise, the correct package will be shipped to you at no additional charge or a full refund will be issued depending on personal preference. The customer will need to return the incorrect merchandise, and the cost of the return shipping will be covered by CraftNetwork.
  If you receive the wrong order, please contact a Customer Service Representative at 888-717-0451 or e-mail us at Customersupport@CraftNetwork.com
  
  
• WHAT IF MY PACKAGE IS RUNNING LATE?
  
  Firstly, please be sure to check the shipping service that you selected when purchasing the merchandise to see if the estimated time for arrival has elapsed. In addition, please check the shipping address to make sure there were no errors made when ordering. CraftNetwork is not responsible for any arrival delay of merchandise due to address errors by a customer. If you find that an address error was made during ordering, please contact us immediately at Customersupport@CraftNetwork.com.

If the address is correct and the estimated time for arrival has elapsed, please contact us with your invoice number and shipping details at Customersupport@CraftNetwork.com. CraftNetwork will inform you within 1 business day as to the status of your order.
  
  
• WHAT IS YOUR COMPANY POLICY ON RETURNS & REFUNDS?
  
  One hundred percent customer satisfaction is what we strive for at CraftNetwork, and we do not want it any other way.
  For full details on Returns and Refunds please click on the ‘Returns’ section within Customer Assistance.
  If you have any questions or concerns, please call customer assistance using our toll-free number: 888-717-0451 or e-mail us at CustomerSupport@CraftNetwork.com
  
  
• WILL MY PERSONAL INFORMATION BE SHARED WITH ANY THIRD-PARTY AFFILIATES?
  
  At no time will CraftNetwork share any personal customer information. Our site is operted on a secure encrypted database system and all personal information is stored for use by CraftNetwork only.
  
  
• IS IT SAFE TO USE MY CREDIT CARD ONLINE WITH CRAFTNETWORK?
  
  All transactions are processed through the protected Paypal checkout system. Your order is processed using 128-bit encryption and Secure Socket Layer (SSL) technology. This system safely encrypts all credit card information you send from your computer to the server.
  For more information about distribution of the SOFTWARE or CraftNetwork copyright information please contact CraftNetwork customer assistance by e-mail: CustomerSupport@CraftNetwork.com