Our Customer Service
Our Customer Service
All the members of out staff take pride in serving the individual needs of each and every customer. We as owners, our family, and our staff try their very best to make sure that you, the customer, have an enjoyable shopping experience at The Copper Penny, either in the store or on the web.
Our Customer GuaranteeIt's really quite simple: A 30 day guarantee or your money back !You see, we know that if you are happy with the products and services of The Copper Penny, you will come back: And over the last 53 years, we have built this little store on repeat business from happy customers like you. What browser do I need to make purchases from this site?To make a purchase online from this site, you must have an SSL-enabled browser such as Netscape Navigator (version 3.0 or higher) or Microsoft Internet Explorer (version 3.0 or higher). You must also have cookies enabled.What products are available online?The most popular items in the Copper Penny store in Estes Park, Colorado, are available for purchase online. Inventory, however, may occasionally vary between seasons.Can I order items to be sent as gifts?Any item you select can be shipped to another recipient as a gift, and most can be gift wrapped. For $4.95 per item, we'll wrap each gift separately in our green holiday paper trimmed with beautiful gold ribbon, and print your personal message on a gift card. (We regret that extra-large items and those shipped directly from the supplier cannot be gift wrapped.)Do you charge extra to ship to other destinations?No. As a matter of fact, we not only gift wrap, but we keep the shipping addresses of your friends on file for you. If you go to "my account" located at the top right hand side of the web site, not only will you find your own information, but also a handy address book that contains all the shipping addresses of your friends. Once a shipping address is in your book, you do not have to fill out all the shipping instructions for that person again.While you are in "my account", you might also notice that we keep a record of every purchase you have made at The Copper Penny. You can find all of the details of past and present purchases by clicking on "My Order History". Can I purchase or redeem gift certificates online?Yes, you can redeem gift certificates, vouchers and bonus points. See Redeem Vouchers & Bonus Points.What forms of payment are accepted for online purchases?We accept both Visa and MasterCard credit and debit cards, as well as American Express and Discover credit cards. We have PayPal as well. Should you prefer to pay by check or money order, you can print out your online order, and mail it to us with your payment to: The Copper Penny, P.O. Box 274, Estes Park, CO. 80517.Will you confirm my order by return email?When you provide your email address when placing your order, we automatically send you a confirmation message within the hour.How can I check the status of an order I've placed online?Your order becomes available for status tracking 24 hours after it is placed. To check its status online, you'll need to provide your e mail address and the password you assigned to that address when filling in the order form. You can access this information, as well as other pertinent details of your purchase by clicking on "My Account" located at the top of any of the main pages on our web site.What is The Copper Penny's return policy?Every item sold by The Copper Penny is unconditionally guaranteed. If you are dissatisfied with a purchase or gift for any reason, you have 30 days to send it back to us for replacement or refund. Please check with us first by phoning our toll free number: 1 800 238 7032. There are times that we would prefer you to return the item directly to the manufacturer.What shipping options are available?Standard Shipping, unless otherwise selected in the order menu, is United States Postal Service Priority Mail. Expect delivery of your package within three to five business days from receipt of your order confirmation. We also offer UPS three to five day delivery and Fedex two day air.Can orders be shipped to foreign countries?We currently ship to destinations all over the world, using the United States Postal Service. Delivery to Canada and Mexico can take two to three weeks, depending on Customs. Delivery to Europe normally takes six weeks. Drop us an e mail and we will get you the exact shipping charges for any item that is to be shipped off the mainland of the USA.How are shipping and handling charges calculated?Our shipping charges are based on each delivery postal zip code address, its weight, and its size. It has been our experience that Priority Mail is the most cost effective and generally ensures delivery anywhere in the US within three to five working days. We have no control over those items that are drop shipped direct from the manufacturer. However, in most cases, drop shipments are generally sent UPS Ground, with three to five day delivery, and we can track them for you.Our shipping charges are based on the cost of the carrier, plus the insurance, and the cost of the box and packaging materials. Many of the deliveries have a small extra charge for a "certification of delivery" by the carrier. This additional charge will be added if we are shipping to an Association or business address, or an apartment or institution. We just want to make sure your parcel gets to you. We do not charge for time or labor. All parcels are delivered directly to the carrier from our store by our employees only. Is the credit card information I submit secure?Absolutely. Every step of The Copper Penny online ordering process that requests personal information and/or credit card information employs Secure Socket Layer (SSL) encryption. SSL renders information unreadable should anyone attempt to intercept it. We utilize the latest technology programs supplied and administered by Verisign, and continually update our "Certification of Security".Will The Copper Penny distribute my email address to other companies?As a family owned business, we know that privacy is important. We will do our utmost to ensure our customers' privacy. We do not share, sell or trade email addresses or any customer information of any sort with other businesses. It is our policy to protect this information and guarantee to you that any information you provide to us is safe and secure .For further assistance, please call us at (800) 238 7032 (10:00am to 6:00pm MST, seven days a week), and one of our friendly staff will be happy to help you. Have a great shopping experience! |
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