FREQUENTLY ASKED QUESTIONS (FAQ)

What web browser should I use on your website?

The features on our website are best viewed on Firefox, Chrome or Safari.

What kind of materials do you use?

Each woodcarving from the Original Masterpiece Collection hand-carved from aged linden wood from the forests of Russia. The seasoning process will cull the premium quality portions of the wood for carving, while discarding approximately 60% of the timber due to splitting, molding or other imperfections revealed during the aging process.  What’s left is the finest wood for our talented painters.

Glass ornaments are made real hand-blown 1.5 mm thin glass, which was traditionally used in the old times. We spray silver powder inside the glass ball and then sandblast this ball from the outside. We paint our miniatures with combination of transparent & opaque paint with multi-layer painting technique for realistic, deep iridescent effect of the sun or moon lighting the landscape or beautiful scenery on our ornaments.

Our casted collectibles are made from a wood-based resin to simulate the look of real wood and are meticulously hand-painted layer upon layer to bring these wonderful pieces to life.

Wooden Keepsake Ornaments are made from high quality Baltic plywood.

What items are in stock on your website?

Most items made to order by artists in our California Studio and creation time is 2 weeks.

How can I use a coupon code?

• Coupon codes are limited to ONE per order (not stackable)
• Coupon code is entered at checkout (go to VIEW CART)
• Coupon codes are not applicable towards shipping

STORE POLICIES

Due to the handcrafted nature of our items they may vary in appearance due to the individual style of our artists, like a painting on a canvas.

In-stock products are generally shipped usually from 3 days to 2 weeks. Please allow 2-4 weeks for all Made to Order products.

Unless otherwise advised we do not grant any refund or returns due to the handcrafted nature of our items.

If an investigation is required, we require up to 3-5 business days to investigate depending on the claim.

Production time is between 3-16 business days depending on what has been purchased and If we have to create the item at time of purchase.

Lawn/Wall/Door Décor: This item is a made to order item and can currently take up to 1-4 weeks to create due to our promotions and  it being in high demand. Due to the handcrafted nature of our items they may vary in appearance due to the individual style of our artists. Like a painting on a canvas in which this makes each item more unique and valuable.

All sales are final

Customer care: Average response time 42 hours. Not open weekends.

Payment

We accept Visa, MasterCard, American Express and Discover through Paypal. For online purchases, we are required to collect sales tax on items when shipped to the state of California

Per standard online business practice, all orders must be successfully paid at check out at time of purchase.

Check Payment: Order will be on hold until the check has been received in which we will then continue with order processing.

Customer care: Average response time 42 hours. Not open weekends.

Shipping

Orders will be shipped ground UPS or USPS standard shipping. Tracking and insurance information are included in shipping.

Unfortunately at this time we cannot combine shipping. Orders are designed and created by different production teams and each item is treated as individual and is shipped separately.

If your item was damaged during shipping, please contact to claim damage. We will be more than happy to work with you to insure a positive customer service.

If an investigation is required, we require up to 3-5 business days to investigate depending on the claim.

Customer care: Average response time 42 hours. Not open weekends.

International Shipping:

Please Contact Us for International shipping rates.

For our international customers: Please Contact Us for International shipping rates. Note that you will be notified of exact cost of shipping upon processing your order and may be requested for additional payment based on item size, weight and country we are shipping to.

If your item(s) was damaged during shipping, please contact to claim damage. We will be more than happy to work with you to insure a positive customer experience.

Customer care: Average response time 42 hours. Not open weekends.

HOLIDAY SHIPPING:

All orders will be shipped standard shipping unless rush fees has been paid accordingly due to UPS/USPS holiday black out dates and shipping cut off times:

To arrive in time for Christmas order cut off time is: December 10-12, 2016 depending on your location to take in account for production time and shipping time

Orders placed on December 10-12 though December 15th will result in rush shipping fees and Rush production/ processing fee to arrive on or before Christmas. (Please contact us for more details)

If you do not wish to pay additional fees to insure timely delivery we will not be held accountable and will bot be liable for untimely delivery.

No returns or refunds will be granted under any circumstance.

If your item(s) was damaged during shipping, please contact to claim damage. We will be more than happy to work with you to insure a positive customer experience.

If an investigation is required, we require up to 3-5 business days to investigate depending on the claim.

Customer care: Average response time 42 hours. Not open weekends.

Refunds and Exchanges

We really appreciate your business and your satisfaction is our #1 goal.  If you are dissatisfied with your order, please Contact at 949.768.5533 and we will do our best to accommodate you.

For all manufacturing errors and defects: Notify our Office within 1 Business week of receiving your order.

For all damaged orders: Send our Office a photo of your item and keep ALL Materials while we process your claim.

All investigation require up to 3-5 business days to investigate depending on the claim.

If your item(s) was damaged during shipping, please contact to claim damage. We will be more than happy to work with you to insure a positive customer experience.

Customer care: Average response time 42 hours. Not open weekends.

CARING FOR YOUR COLLECTIBLE

Gently handle your collectible.  Items are fragile and are made from materials including glass, wood-based resin and real wood.

For most collectibles we recommend dusting with a soft cloth, a small, soft paintbrush or using an air duster can (typically used for computer keyboards) to remove fine particles. Our collectibles are hand-painted, so we do not recommend using household cleaners on your collectibles as this may affect the paint.