Black Forest Gifts Policies:

• Black Forest Gifts ships most in stock items the same day ordered if the order is placed before 3:00 PM Eastern, please note during the holiday season shipments may be delayed up to 2 days from order placement.
   

• Fraud
   

  • Please note, due to increased fraud on internet orders, shipping to an address that is different than the billing address will delay the shipment of your items. This is because we need the time so we can verify and confirm all identity aspects of the order, this will include but not limit CVV numbers, addresses, and phone numbers at the billing address.
     

• Shipping Address Entered wrong Corrections
   

  • Items that are shipped and need to have a change to the shipping address will result in a $15.00 handling charge to cover the additional charges from UPS for this service.
     

• Address Correction by Customers or Black Forest Gifts
   

  • Items that are shipped and the shipping address is changed while in transit will result in a $15.00 handling charge to cover the additional charges from UPS for this service.
     

• Engraved Plate Changes
   

  • Engraved plate changes after an order is placed, we can make the change however there will be charged $5.00 for the engraving change. We are sorry for this charge but it stops the shipping process.
     

• ANRI
   

  • Please note, effective immediately ANRI items with the statement Pre-Order will require a 50% non refundable deposit because the items are shipping from Italy (we receive monthly shipments from ANRI), when we receive notification from ANRI the item has shipped the remainder balance will be billed and you will be notified by email. We are sorry to implement this policy but we cannot control deliveries from ANRI and we are having too many cancellations.
     

• Shipping Options
   

  • Black Forest Gifts will only accept orders that can be delivered by UPS, we cannot accept orders to be delivered by the US Postal Service.
     

• EMAIL Addresses
   

  • We must have good EMAIL addresses, we do not send spam. If you do not supply a good email address, those customers will not receive email notification from UPS when your order ships. We enter all emails into UPS and you may not receive the emails due to mistakes, Spam filters, or improper addresses. This is the only way we have to notify you of UPS tracking numbers and if the information is incorrect Black Forest Gifts is not responsible. Please check all information on your checkout form prior to finalizing your order. Emails will be the way Black Forest Gifts will notify you of the status of your order. This is an E Commerce site and all contact is by email from us to you.
     

• Insurance
   

  • Your Order is insured by UPS for up to $100.00, if you require additional insurance to protect your shipment against loss or damage please purchase additional insurance or require a signature. Free Shipping from Black Forest Gifts does not mean the shipment is insured. Black Forest Gifts will not be held responsible for lost or damaged packages with a value of more than $100.00 if additional insurance is not purchased.
     

• Black Forest Gifts select only the highest quality items available. If you are not 100% satisfied with your Black Forest Gifts purchase the following procedures must be followed.
   

  • Returns, Refunds, and Exchanges:
     

  • You must notify Black Forest Gifts within 2 days of receiving package of any problems with your order. Should you need to return an item, the item in question must arrive back to us within 14 days of arriving at the customers address to qualify for credit. No items will be accepted back after 15 days for any reason. Items returned for refunds or exchanges must include all packing materials in new condition, no items can be accepted for return if cartons are written on, labels removed, defaced, etc. A 15% restocking fee may apply on returned or exchanged items.
     

  • Special order items (items not in stock) and engraved items are non returnable. 
     

  • If a returned item included free shipping, all outgoing shipping cost will be deducted from your credit to cover outgoing shipping cost, customers are responsible to return all items no matter what the reason.
     

  • Any free gifts must be returned with the item or appropriate charges will apply for the free gift, engraved plates are the exception, once engraved they are no use to us and a $5.00 per plate charge will apply.
     

  • You must call (540) 725 9900 and request an authorization number prior to returning the item, unauthorized returned items will be refused.
     

  • All LGB items returned for credit will have a 20% restocking fee deducted from any credits.
     

• Credits applied to credit cards must be applied to the card used to make the purchase or a Black Forest Gift Card will be issued for credit if the original card is not available. Example is a person ordered a gift for another person who needs to return the item.
   

• Please contact Black Forest Gifts direct prior to calling the credit card company to allow us to resolve any questions or issues in regard to credit card charges.
   

• Christmas Gift Returns
   

  • Black Forest Gifts must be advised when the order is placed that it is a gift. A comment must be placed in the comments section on the order form that the item is a Christmas Gift. The item cannot be used prior to Christmas, December 25, 2005.
     

  • Black Forest Gifts must be notified within 5 working days after December 25, 2005 of the desire to return the item. Only exchanges of equal or greater value will be accepted or a Black Forest Gifts gift card that is good for 1 year, absolutely no refunds.
     

  • All existing policies will apply in regards to RMA numbers and items in new resalable condition with all packaging. If items do not meet these requirements they will not be accepted. Closeout sale items cannot be returned.
     

  • Items meeting these requirements must be returned at the customers expense.
     

• All sales are final on items listed on our closeout page. We cannot accept returns for any reason on these items. These are great values on these fine products. All items are new with all documentation and packaging, warranty is from the manufacturer or US distributor on these closeout items.
   

• Back Orders
   

  • In the event an item is not available at the time the order is placed, you will receive notification by email of its expected availability date. You do not need to take any action unless you would like to cancel the order. We will notify you of the status of the item and advise you when it ships. You will not be charged for items on back-order until they ship. It is the customers responsibility to cancel orders they no longer want. To cancel an order you must receive a cancellation number.
     

• The minimum single order we can accept is $15.00.
   

• Payment: All orders must be prepaid by check (allow 10 days for checks to clear), money order, or credit card. We do not accept COD orders.
   

• Gift Cards: These are available in any amount above $15.00.
   

• Customer Service: If you have questions about your order call (540) 725 9900 between the hours of 10:00 AM and 4:00 PM Monday through Friday Eastern time.
   

• If Black Forest Gifts makes a mistake on an engraved plate, the plate must be returned with a self addressed stamped envelope and the plate will be corrected or replace and returned. Plates will be engraved exactly as written in the notes box on the order form as room allows on the plate.
   

• Floor Clocks (Grandfather) are non returnable for any reason.
   

• Prices on this web site are subject to change without notice, you will be billed the price that appears in the shopping cart when you place your order.
   

• If free shipping applied to the item and a shipping upgrade is required, the upgrade will be charged at the full rate listed in the table below. No credits will be applied for free shipping.
   

• Product Warranties
   

  • Manufacturers' warranties are processed by the product manufacturers. For warranty concerns, questions or repairs, please contact the manufacturer. We are happy to assist you with contact information.
     

• Cuckoo Clock Warranty and warranty service
   

  • We service only clocks sold by Black Forest Gifts

  • Mechanical Cuckoo Clocks sold by Black Forest Gifts are warranted to be free from defects in materials and workmanship for a period of two years from date of purchase unless otherwise noted. Quartz Cuckoo Clocks have a 1 year warranty from date of purchase. Black Forest Gifts obligation is limited to repair or replace the clock during the warranty period. Items not covered by warranty are:

  • Damage during shipping or misuse and abuse.

  • Chains off Wheels.

  • Loose hands.

  • Repairs done by anyone other than Black Forest Gifts Service Center.

  • For warranty repair please call Black Forest Gifts (540) 725 9900 for an RMA number so we can track your clock while in our possession. Once you receive an RMA number please pack the clock in it's original box, do not send weights or head piece, etc. Install a wire through the chains against the base of the clock where the chains exit.

  • Send a check in the amount of $10.00 made out to Black Forest Gifts Service Department to cover return shipping and insurance with the clock, we can also bill your credit card if that would be better.

  • Please insure your clock during shipping to cover your investment, we normally turn around warranty repairs within 2 weeks.
     

• Place of jurisdiction for all lawsuits is Roanoke County, VA - USA
  Settling place is Roanoke County, VA - USA
   

• Shipping and handling charges are non refundable for any reason.
   

• If you order an item that list free shipping you will not be charged shipping when we process your order even if you select standard ground.
   

• If UPS cannot deliver a package to the address on an order or if a customer redirects their package, UPS redirect charges will be charged to the customer.
   

• Non Continental US orders will be quoted shipping rates by email.
   

• UPS delivery schedule map.