Menu
Cart 0

Frequently Asked Questions | Help


1 > Should I trust you?

"We will treat you in the same way that we expect to be treated as shoppers!"

Having been online for 18+ years, we know how much trust you place in us to provide an order as expected, in a timely manner, and according to the description on our website. We strive every day to make your shopping experience pleasurable and to exceed your expectations. We will take every measure to insure that you are pleased with your purchase. If you have any issues, please reach out to us!

We do not share your information with other companies and will only contact you if you have requested it. At any time, you can opt out of our communications.

top

2 > How can I contact you?

  • Email: sales@museumize.com; expect a response within 1 business day or less depending on time of day ;-)
  • Telephone: 800-227-9196 or 909-944-4994, M-F 9:30 am to 5 pm PST.
  • Send mail: Museumize.com by Talaria Enterprises, 9155 Archibald Ave Ste 306, Rancho Cucamonga, CA 91730 USA
top

3 > Pricing and Billing

What payment methods do you accept?
Credit cards Visa, Mastercard, Discover and American Express; Paypal; mailed in check

Do you charge Sales Tax?
We are a California corporation. Orders that are delivered to a California address are charged Sales Tax: 8.0% in San Bernardino County and 7.5% for all other delivery addresses in California.

Can you provide a sales quote or a copy of my receipt?
Yes, please contact us and we can assist.

Do you accept Purchase Orders?
We accept purchase orders from Schools, Government Institutions, and Major Corporations. All other customers should pay be credit card or paypal.

Will you price match?
If you can provide another website online that has the same item, we will try to match the price. Does not apply to clearance websites, discounters, used merchandise, or deep sale warehouse reductions.

top

4 > Orders and Order Status

When will my order be delivered?

Our objective is to ship your order within 1 business day. However, some items have longer lead times.

We have three (3) classifications of items on our website: in stock, direct ship and preorder

  • In Stock: In stock items leave the warehouse within 1 business day.
  • Direct Ship: Other items such as larger statuary items and oversized or bulky replicas are "Direct Shipped" from ship direct from our distribution points and require 2 to 4 business days for processing.
  • Preorder items are made to order by hand for you. Production time varies as follows: black laminate pedestals 2 weeks, table bases 3-4 weeks, statuary 4-8 weeks.

Then add (+) transit time to you:

  • Continental US: 1 to 5 business days.
  • International: 1 to 2 weeks.

During the holiday season, we are very sensitive to your "gift giving deadline". We watch your orders with great care. If your items will not be available for delivery before Xmas, we will notify you as soon as possible. We can provide a color gift card with a color picture in the event of a delay.

Can I change my order or cancel it?
If the order has not shipped, we can try to change it or cancel it. For preorder items, there may be a restocking fee if they have been in production for more than 2 weeks. Please contact us.

Can I check on my order status?
Sure. Please drop us an email. We will research and provide our best shipping estimate.

top

5 > US Shipping

How much is Standard shipping?
Standard Shipping (transit time estimate 2 to 8 Days) is $6.99 per order for continental US. When standard shipping is selected, we will select the most economical method for your order. This could be First Class Mail, Priority Mail, Fedex Smart Post, or Fedex Ground. We will provide a tracking number for every shipment.

If you would like your order shipped only via Fedex or UPS, then select this option at the time of checkout. We will try to accommodate you. Whether we ship it via Fedex or UPS is based on logistics at our discretion. Selecting these carriers may have a higher shipping cost.

For bulky and oversized items, these items ship via Freight Truck delivery. For residential addresses, an appointment is made before delivering. Freight Truck delivery items are only available as "curbside" delivery. No inside delivery or setup.

Do you offer Expedited shipping?
Some items are available for expedited premium delivery to arrive at US destinations within 1 to 3 business days. Contact us to inquire if expedited delivery is available. We will be happy to accommodate your request whenever possible and provide a shipping price and estimated delivery date.

Will it be insured?
Yes. We only ship insured packages.

How do you package your items?
We are very careful about how our items are packaged and shipped. The merchandise is either bubble-wrapped, secured in a styrofoam injected box or double-boxed for safe transit. After more than eighteen years of shipping merchandise around the world, we have learned how to properly wrap, package, cushion, tape, and secure our items. We take every measure to ship our items without breakage in transit! As much as we try, on occasion there may be damage which we will gladly assist you with.

top

6 > International Shipping 

Do you ship to International addresses? Yes, we ship to many locations outside of the US such as Canada, Western Europe, Australia, Japan and many others. Some countries are not covered by our insurance, so these ones are excluded. Very large items / oversized items cannot be shipped overseas because of size restriction. In the event that we are unable to ship the item to your country, we will contact you.

What shipping methods do you use? Will it be insured?
For international shipments, we ship via "insured" Priority Mail International or Express International. We select the most economical method with the best service based on your order. We will provide a tracking number for every shipment.

NOTE: We reserve the right to cancel your international order if we are unable to provide safe transport to your country via our standard shipping methods.

How much will International Shipping Cost?
The shopping cart automatically calculates shipping for foreign destinations prior to submitting your payment information. Simply add the items to your shopping cart, enter your shipping information and proceed to the Checkout page where you will be shown the price. At that time, you can either complete your order or exit the shopping cart. 

Shipping rates do not include customs fees and duties if applicable.

If you want a personalized email about the items you want to order, the shipping cost, and an estimated delivery date, please email us with the item part number(s) and your shipping address. We will reply personally.

Will I have to pay duties in my country?
Each country processes the shipment contents differently. We do not prepay duties or tax. So if customs assesses duties, taxes, or processing fees, then yes, you will be responsible for paying duties. Payment is the responsibility of the recipient.

We are not able to estimate these fees in advance as they are different in every country and we do not have any control over the fees.

If a shipment is returned to us for non-payment of duties, the freight and return freight are not refundable.

How do you package your items?
We are very careful about how our items are packaged and shipped. The merchandise is either bubble-wrapped, secured in a styrofoam injected box or double-boxed for safe transit. After eighteen years of shipping merchandise around the world, we have learned how to properly wrap, package, cushion, tape, and secure our items. We take every measure to ship our items without breakage in transit!

When will I receive my order?
In order to minimize shipping costs, we need to consolidate the item(s) in our California warehouse before sending them on to you. This takes a little extra time for some orders. 

Order preparation time 2 business days to 2 weeks + Priority Mail International 1-2 weeks (excluding customs) = 2 - 4 weeks

Order preparation time 2 business days to 2 weeks + International Express 3-5 business days (excluding customs) = 2 - 3 weeks

NOTE: Delivery time frame is only any estimate. Made to order items will have a longer preparation time. Customs processing times can vary with each package.

top

7 > Delivery Issues, Lost Packages, Damages, Returns and Exchanges

My order never arrived?!?
Please contact us and we will determine what is the best action -- file an investigation, file a claim, send another one, etc. We want to help you receive the item and are here to help resolve this.

Lost Packages: 

  • For US orders, please email us as soon after the carrier's estimated shipping date has passed.
  • For international orders lost in transit, please email us between 30 and 45 days from date of shipment. We are unable to initiate a claim until there has been an adequate transit period per Postal Service requirements.

I'm not sure where my package is?

  • US Shipments: email us and we will reply with the history.
  • International Shipments: After the package leaves our warehouse, it goes into the mail-stream between the US and your country. It also goes through customs in your country. If you have waited 2 weeks for your package and it has not arrived, we recommend for you to contact the post office in your local area to see if they have been trying to deliver your package. Also, we recommend that you use the Tracking Number in your order confirmation (which is the customs form number on your package) to ask customs in your country if there are any issues. After this, please email us for additional assistance.

I received the wrong item.
Please contact us. We will gladly make things right!

My order is damaged?
Please report damaged merchandise within 7 days of delivery. Shipping carriers require claims to be filed promptly in order to cover damages in transit for damage claims.

Damage Procedure:

  • Email pictures of the damaged item and shipping box with packaging materials to  sales@museumize.com. In the subject line, put "Damage to Order# ____ "
  • If you are not able to send snapshots from your phone, please phone us at 800-227-9196 or 909-944-4994.
  • We will make arrangements with you for the return and replacement of the damaged item.
  • You are required to put the item back into its original packaging (both interior and exterior shipping boxes) in order to process a damage claim.
  • For UPS, Fedex, and USPS shipments, you must retain the damaged item for 10 business days for shipping carrier pickup and inspection. For freight shipments via truck, you must retain the damaged item for 30 business days per freight company requirements.

Returns and Exchanges

Do you accept returns? What is the return policy?
Yes, we accept returns if you advise us in a timely manner, preferably within (15) days of receipt. As we understand life is busy, we will accept returns up to 30 days from receipt for refund. Returns after 30 days will be considered for store credit only. Returns after 60 days will be declined.

Shipping, handling and return shipping charges are not refundable unless we have made an error.

Items must be packed well to avoid damage during return shipping. We reserve the right to reject the return of merchandise which is not in salable condition due to use and/or inadequate packing. Exchanges are treated as new orders and new shipping charges do apply.

Other return specifications:

  • Holiday Season -- For orders placed during the Holiday Season between November 15 and December 31, we extend our return policy until January 10 or 30 days from date of receipt.
  • Special Orders -- Special Orders have item(s) ordered especially for you which do not typically sell or are made for you in a finish you selected. Special Orders are not returnable unless special arrangements are made at the time of sale. Special orders will have a restocking fee of 25%.
  • Custom Orders -- Custom Orders have item(s) ordered with special modifications for you such as size, color, finishing, shape, detail or other custom specifications. The item has been custom tailored to your request and as such is not part of our regular product selection. Custom Orders are not returnable.
  • Sale Items -- No returns on sale items, exchanges only.

How do I return a product?

Please follow these return instructions:

1. Print out a copy of your Invoice, Packing List or a copy of your order confirmation (given at the time you placed your order on the internet).

2. Please make sure the above paperwork includes your name, address, telephone number, email address, item part number(s).

3. Write the reason for the return on the paperwork.

4. Return the item(s) in its original box along. You will want to send it by an insured and traceable carrier for your protection. 

**NOTE: Item(s) must be received in original packaging and in original re-sellable condition to be eligible for a refund or exchange. We reserve the right to reject the return of merchandise which is not in salable condition due to use and/or inadequate packing.

Commercial Warehouse address:
Museumize.com
Returns Department
9155 Archibald Ave Ste 306
Rancho Cucamonga, CA 91730 USA

5. Please allow 5 business days to receive and process your return.

top

8 > Services and Guarantees

Color Gift Card for Out of Stock Items
If you place a gift order and the item is out of stock, we will gladly mail a color gift card with a picture of the item to you or your gift recipient. The card will show a picture of the item, a description, and a note that the item is being prepared for them and will ship shortly. We offer this as a courtesy so that you have "something to wrap" or "something to send" to your gift recipient by your deadline. Ask customer service for this via email or phone.

Gift Message & Wrapping
On any order, your gift message can be included at no charge. Simply request it in the gift message or comment field on the order form and it will be hand written on our gift card. Gift wrapping may be available for an item if it ships from our California warehouse. Add a comment during checkout and we will gift wrap (if possible) for +$4.95 service charge. Due to the wide variety of objects we sell, gift wrapping in not always available. When an item is not eligible for gift wrapping, we reserve the right to ship your item without gift wrapping and without notifying you prior to shipping.

Will you price match?
If you can provide another website online that has the same item, we will try to match the price. Does not apply to clearance websites, discounters, used merchandise, or deep sale warehouse reductions.

Security (SSL)
We use a 128 bit Secure Sockets Layer (SSL) in our shopping cart. SSL creates an encrypted link between a web server and a web browser to ensure that all data transmitted remains private and secure. Millions of consumers recognize the "golden padlock" which appears in their browser to indicate they are viewing a secure web page. The "golden padlock" will appear on the page where you enter your sensitive credit card information. For each order you place, you will be asked for your credit card number because we do not store this information online.

Privacy Policy
We value your privacy. Please view our Privacy Policy for complete details on how we use the information we collect.

Legal Terms
Here is a link to our terms of website use and legal issues: Legal Terms

top
Sale

Unavailable

Sold Out