Return/Refund Policy

If for any reason you are not happy with your purchase we will do our best to work with you and the product manufacturer to resolve. We are a retail distributor and are bound to the return policies of the manufacturers that we represent. Please contact us by email or phone in order to report any problems or issues you may have with your purchase so that we may work with the manufacturer to resolve. See specific details below. All permissable refunds will be handled as expediently as possible. This policy applies to all products in our store. Our pledge is to provide you with exceptional customer service. Refer to the info pages on our site for any specific additional manufacturer warranty information.

Return Merchandise Policy:  Authorization for any return merchandise must first be secured from us. You have 30 days from the ship date to notify us of a problem.Please email your request to CustomerService@alotaclocks.com (with "RETURN" in the subject field), at which time you will be given a return authorization number (RA#); and return instructions will be sent to you. We ask that you clearly write the Return Authorization Number on the package. There is a 15% fee charged for all returns unless we made an error causing the return.

If you received a different product than initially purchased, the item must be returned with the following:

All original contents (product, manuals, instructions, etc.).

Original packaging.

Original invoice or receipt.

Once we have authorized the return, you should: Keep your shipping records for proof of shipment in the event of loss of returned merchandise. Returns shipped via U.S. Postal Service (U.S.P.S.) or with a value of over $100.00 should be insured. We can not be held liable for return merchandise that does not reach us.

We will gladly refund shipping costs if the return is a result of our error. You are responsible for all freight charges on shipments that are refused or returned with no fault on our part. We will replace the returned item, or refund the full purchase price for the item returned to us. No refunds or returns are offered for custom order items. 

Damaged Shipments:  Damaged shipments from handling must be claimed with the freight carrier. If any cartons are missing or damaged, be sure to note this on the freight bill. If you notice concealed damage after the driver has left, keep all the packing and call the freight carrier to return and inspect the damage and file a claim.  Damage to neon clocks must be reported to the manufacturer within 72 hours of customer receipt.

Manufacturers Defects:  If a product appears to have a manufacturer’s defect, email Customer Service for instructions. Please contact us at CustomerService@alotaclocks.com (with "DEFECTIVE" in the subject field) to receive instructions before returning the product. If an item is to be returned to us due to a manufacturer's defect, we will provide you with a Return Authorization Number. We ask that you clearly write the Return Authorization Number on the return package.

If you have any questions or concerns regarding our policies or manufacturer warranty information please don't hesitate to contact our Customer Service Department.

Order Cancellation Policy

Payment Method

Accepted Methods of Payment. We accept Paypal, Visa, Mastercard, and Discover. We also accept personal checks (with a 10-day hold for the check to clear).

Shipping

Shipping Time. Although the time needed to ship merchandise will vary depending on the shipment's location and the particular time of year, orders are processed on the day received. Please allow 3 to 5 days for clocks in the US shipped to US destinations. Some Cuckoo Clocks may take longer if not stocked in the US. Although all cuckoo clocks are hand crafted in Germany's Black Forest, some must be exported directly from the manufacturer and some are stocked in the US. For example, many models of  Schneider cuckoo clocks are stocked in the US -- All Hones cuckoo clocks are imported directly from the German facility to you.  Please allow a minimum of 2 weeks for cuckoo clocks that are imported from Germany. Longer for clocks produced upon order placement to accomodate the production and test period. Very large cuckoo clocks can take up to 2 months for production, testing, and shipping. All cuckoo clocks are shipped via express air. In the event that shipping delays are encountered you will be immediately contacted.

Shipping Methods. Merchandise will be shipped using Ground Service where possible.  Every effort will be made to assure that your order is fulfilled and shipped as efficiently and expediently as possible. Items are shipped to assure safe and secure arrival to your door. Any shipping cost will be specified under the item description in our store.