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ostrich.com terms and conditions
Ostriches On Line do business as ostrich.com in the USA and as Ostriches On Line in the UK and South Africa.
ostrich.com own and operate this Web site. The contact addresses for correspondence are listed at the bottom of this and every page of our Web site.
Preamble
Ostriches On Line and ostrich.com are used interchangeably throughout these terms and conditions.
Terms and conditions
These terms and conditions govern your use of our Web site. Use means the interaction, browsing, reading, discussing, viewing, sharing, posting, downloading and or the ordering of products offered for sale on our Web site. By using our Web site, you accept these terms and conditions in full. If you disagree with these terms and conditions or any part of these terms and conditions, you must not use our Web site or place an order on our Web site.
Disclaimer
Information collected on our Web site has been gathered from many different institutions. Some articles are contradictory. Our work in finding this information was very extensive and because of the multiple origins, we cannot therefore be responsible or liable for any errors, omissions, costings, reports, advise, inaccuracies or otherwise of any article.
Consult legal, accounting, veterinarian or other professionals before investing in the ostrich industry.
We have attempted to give credit to all authors of articles where possible. If you have contributed to any of these pages and your name does not appear, we unreservedly apologise. Please contact Steve Warrington at the address below to rectify this.
Liability
Neither ostrich.com, nor any original provider of the material, accept any liability for any direct, indirect, incidental, or consequential loss of business profits or special damages arising from its publication, availability, sale or offer for purchase from ostrich.com.
Limitation of liability
You expressly understand and agree that ostrich.com shall not be liable for any direct, indirect, incidental, special, consequential or exemplary damages, including but not limited to, damages for loss of profits, goodwill, use, data or other intangible losses resulting from the cost of procurement of substitute goods and services resulting from any goods, data, information or services purchased or obtained or messages received or transactions entered into through or from ostrich.com.
Indemnity
You agree to indemnify and hold ostrich.com, and its subsidiaries, affiliates, suppliers, officers, agents, representatives or other partners, and employees, harmless from any claim or demand, including reasonable attorneys' fees, made by any third party due to or arising out of any communication or transaction with ostrich.com.
You expressly understand and agree that:
All the material contained on the ostrich.com Web site is copyright © Steve Warrington, ostrich.com and Ostriches On Line. All rights reserved.
No part of any page or any graphic from the ostrich.com Web site may be copied, reproduced, transmitted or distributed without the express written permission of Steve Warrington and or ostrich.com.
If you require any further information on permitted use, or a license to republish any material, please contact us at the address below.
If you are granted a license to reproduce material you will be required to follow some simple guidelines about the way the information is displayed.
An acknowledgement of the source must be included whenever ostrich.com copyright material is copied or published.
Ordering and order acceptance
After you have added merchandise to your shopping cart and before you provide any payment details, you must understand, agree to and accept all the terms and conditions set forth herein.
If you do not understand, agree to and accept all of these terms and conditions, please do not place an order with ostrich.com
After you have placed your order, we will display an order confirmation page and send an email receipt. Your order confirmation or email receipt is not a contract, but only a record of your offer to purchase a particular item at a particular price.
After you place an order, ostrich.com will determine whether or not to fill the order.
ostrich.com reserves the right to refuse to fill your order for any reason, including, but not limited to, the unavailability of a product or errors in the prices and product descriptions posted on this Web site.
By placing your order, you agree that ostrich.com's total liability, under any legal theory or claim, shall be limited to the purchase price actually paid to ostrich.com for the product giving rise to ostrich.com's liability.
If you place an order via a third party or via any of our employees, either by telephone, by fax, by postal service, by courier service, by email, at a trade show, at an exhibition, in person or by any other method, you explicitly agree and accept all the terms and conditions set forth herein.
Currency
All prices on the ostrich.com Web site, unless specifically stated, are listed and charged in US dollars. Prices on the UK Web site and the Wholesale Web site are displayed with various currencies including UK pounds, Euro's and US dollars and are displayed purely for convenience. Currency conversions are updated nightly.
Payment
All orders are prepaid in US dollars. ostrich.com accept Visa, Mastercard, Discover, American Express, Debit Cards, Google Checkout, Paypal, cheques, checks and money orders.
T/T and wire transfers are accepted; free on orders over $500.00. T/T and wire transfer orders less than $500 will incur a $25 surcharge.
Prices, taxes, duty etc.
Prices listed on our Web site are each or per unit as applicable. No sales tax will be added, however, any local taxes, duty, import taxes, etc. are the responsibility of the purchaser.
Export Surcharges - Vet Certificates
These export notes refer to any order which is shipped outside of the USA or outside of the UK only.
Export products surcharges. If we receive an invoice for import duty, export duty, customs, clearance fees, miscellaneous or other overseas tax, value added tax or any other type of transaction tax as a result of the exportation of our products, you as the importer implicitly agree to pay all these fees and or you authorise ostrich.com to make any additional charges on the credit card you supplied with your order.
Export products - vet certificates - ostrich.com will provide, at a nominal fee, a copy of a Vet certificate to accompany our merchandise. This copy of the Vet certificate has been accepted by almost every country for the importation of all our merchandise including all feather items, boas, fans, dusters, eggshells, leather, wedding accessories and masks.
Minimum order value
Minimum retail order is 20.00 excluding shipping.
Minimum wholesale order is 100.00 excluding shipping.
These minimums may change from time to time at our discretion and/or during sale time.
Price fluctuation
Some products we sell are commodities and as such, prices fluctuate. These include feathers, meat, boas and leather products. We therefore reserve the right to change prices and specifications without notice.
Order processing, processing times and procedure.
There are two distinct steps to every order we receive. These are the processing times and the shipping time.
Order processing times are the number of business days required to get your order ready. Shipping and delivery times are the number of business days required to get your order from our office to your door. Both of these times are displayed at check-out. These are the most accurate and are updated daily.
For orders that require expedited service, we offer a same-day and express processing service and fast shipping services, both of these are provided at additional cost.
UK orders which require express processing and shipping will be shipped directly from the US office and this will incur substantial shipping costs.
Wholesale order processing time is generally twice as long as retail.
All processing times are at least doubled during a sale due to the high volume of orders.
Some orders may require additional verification of billing, shipping, credit card and or a signed confirmation of order. You will be notified by email if your order requires any further verification and your reply in a timely manner to any verification requests is required.
If you request a specific delivery date - date-certain and this is not available with the processing options you choose, we will automatically upgrade and up charge your order to meet the specific delivery date - date-certain you requested.
Shipping times and shipping & handling costs
All prices on our Web site exclude shipping and handling charges. These are displayed at check-out.
We offer various shipping methods including US Postal Service, UPS, FedEx, common carriers, air cargo services and other independent couriers.
You may use your own shipping company or use your account number to ship via UPS, FedEx, DHL or other courier account. There is a $15 surcharge per shipment for this service. This information to accompany your order.
Shipping by US or UK Postal Service, either US or UK mail or US or UK International Mail is entirely at your own risk. Tracking information is not always available. Insurance is not always available. If the US or UK Postal service or any International Postal Service fail to deliver the package or the package is damaged, broken or items are missing, if the package is held at Customs or other government agency, ostrich.com accept or assume no liability whatsoever for this method of delivery. If you select US or UK mail or US or UK International Mail no refund will be made nor will any replacement items be sent until such time as the US or UK Postal service have deemed the package lost or undelivered.
Order Receipt, Shortages, Damages and Order Discrepancies
Before your order is shipped, at least 3 different people have checked the order, inspected the order and signed off to confirm that the order is complete and correct. Your order was carefully packaged and labelled before we shipped it.
After we have shipped your order and after you have received your order, it is your responsibility to check the contents of the order immediately.
If an order was shipped by courier service including Fedex, UPS, DHL or other door-to-door carrier and arrives noticeably damaged, if any package is squashed, open or partly open, crushed, bent, re-taped or re-sealed, then you may accept the package at your own discretion. Please notify ostrich.com immediately if any package is not in good condition or you believe the package has been opened or re-sealed. At your discretion you may refuse any package that was delivered by courier service whereupon it will be returned to ostrich.com.
All orders shipped by courier service are insured and we will work with you and the courier service to arrange new or replacement merchandise as quickly as possible.
If an order was shipped by US or UK Postal Service or US or UK International Postal service, every package has to be accepted and received "as-is" as we do not usually offer any kind of replacement or insurance guarantee by Postal Service delivery.
Any or all shortages, including merchandise or package damage or any other discrepancies must be notified to the office within 48 hours of receipt.
Receipt is deemed to have taken place when FedEx, UPS, DHL or other door-to-door courier service or any other carrier we use has provided notification that the package(s) have been delivered. If the order was shipped by Postal service, order receipt is deemed to have taken place 7 business days after the package left our office unless the Postal Service provide documentation to show otherwise.
No claims for damages, shortages or order discrepancies will be accepted after 48 hours from receipt.
In all instances of order shortages, order damages or order discrepancies, the sole liability of ostrich.com will be the replacement, the repair or the refund of any merchandise that was short or damaged. Under no circumstances whatsoever will ostrich.com be liable for any other costs, fees, penalties, rebates, discounts, performance claims or any type of consequential loss, whether explicit or implied, if any order does not arrive in a satisfactory or complete or fully working condition.
100% money back guarantee
Orders that are off the shelf and are stock items and are natural colour can be returned for a 100% refund, quantity restrictions apply - refer to Returns for full details.
If we made the error in your order we will refund the shipping as well, otherwise return shipping is your responsibility.
After owning our products for 10 days, we know you will want to keep them. At our sole discretion we may allow returns after 10 days and there will be a restocking fee - refer to Returns for full details.
100% money back guarantee - exclusions
There are no returns on any items sold as is, any item that is specially ordered or custom made, ostrich meat or perishable products, custom dyed feathers or boas, sale or batch surplus or clearance items, any boa with gold/silver lurex or burnt coque feathers, 2 tone and 3 tone feathers and boas, Sally Rand ostrich or marabou fans, feather handbags, leather products, video tape or DVD products.
Wholesale orders are not generally returnable. At our sole discretion we may accept a wholesale order for return and we will apply a restocking fee - refer to Returns for full details. All returned wholesale orders will receive a store credit - there are no cash or credit card refunds for wholesale orders.
Store Credits
All store credits applied to your account(s) expire after 12 months of issue or inactivity. Expired store credits will not be reinstated. You may log into your account at any time to review the status of any applicable store credits together with the expiration date.
Returns
If you wish to return your order or part of your order, please notify the office by email, telephone or fax within 10 days of the delivery date of the merchandise. If you request a return after 10 days of delivery ostrich.com is not obliged to accept any return.
At such time that we receive your request to return any merchandise within 10 days of delivery, ostrich.com will issue a return merchandise authorisation number - RMA number.
No returns accepted or acknowledged without a RMA issued by the office. If you return any item without a RMA we will apply a restocking fee of at least 66.6%
There is no restocking fee for any item which is included in our 100% money back guarantee service.
There is a minimum restocking fee of 25% on all or any items accepted for return by ostrich.com which fall outside of our 100% money back guarantee service. For larger quantity orders over 10 items, we will apply a restocking fee of 33.3%, if over 50 items we will apply a restocking fee of 50% and if over 100 items we will apply a restocking fee of at least 66.6%
If you requested same-day or express processing and then return the merchandise, we will not refund any of these charges if the order was processed within the scheduled processing times.
If you requested fast or express shipping and the courier fails to deliver within the scheduled service time, we will refund the shipping cost as soon as we have received notification from the courier that they failed in their service guarantee.
If you order merchandise and delivery cannot take place for any reason and the merchandise is returned, we will apply a restocking fee for such non-delivered merchandise of at least 40%. We will not refund any shipping charges associated with the returned order for non-delivery. If you wish to have the merchandise re-shipped you must notify us within 10 business days and you agree to pay the entire shipping costs again.
Notes about Feathers, Boas, Ostrich Meat and Ostrich Leather.
Feather and Boa colours are not identical. Our Pluma-Tint and our Opulenta Colours are completely different and do not always match.
Feathers, Boas, Dusters and all feather products are natural items. ostrich.com supply dyed feathers which changes the natural colour. The dye technique we use and offer is not a colourfast process under any circumstances and you explicitly agree and accept that the maximum liability of ostrich.com for any bleeding. leeching, running or any transfer of dye whatsoever from any of our products is limited to the value of the merchandise sold and your exclusive recourse and remedy is to return any dyed feather item for a refund or exchange solely in accordance with the terms and conditions marked as Returns contained herein.
Custom dyeing for feathers, boas and dusters is available at extra cost. The fee is 50.00 per colour per product per style for standard items and 100.00 for 2-Tone feathers plus all the cost of the merchandise. Custom dyeing takes at least an additional week. We attempt to match custom colours to either a pantone colour or a swatch. Customer supplied swatches always take precedent over pantone colours.
Hand-selected feather sizes are assorted and you will receive feathers of assorted sizes as listed. If you want an exact size feather, add 100% to the cost of the next largest size to cover handling, sorting and preparation. Defective feathers can be any length within the package ordered and may all be one size - if you need specific lengths, please order hand-selected feathers. Feather prices are per colour, per style, per size. Feather quantities per pound vary considerably at different times of the year due to seasonal differences and are offered purely as a rough guide. With longer feathers, there may well be considerably less feathers per pound of feathers than the guideline we mention. If you require exact quantities of feathers, please order your feathers by singles or by the dozen.
Boa lengths are standard 2 yard (6 feet - 1.84 metres) other sizes available for special orders. Boa prices are per colour, per style, per size.
Ostrich meat orders within the continental USA under 15 pounds are shipped via FedEx or UPS 2 day or Next Day delivery in special cooler boxes with ice packs to ensure your total satisfaction and 100% freshness.
All Ostrich Meat orders will be left at the delivery address with a signature release even if there is no one there to accept personal receipt. We will attempt to notify the recipient of the ostrich meat delivery by email, providing you supply a valid email address.
All ostrich leather products are individually hand made for your specific order. For this reason we cannot accept any leather products for return.
If you cancel your ostrich leather order within 24 hours of placing the order, we will apply the appropriate cancellation fee as detailed below. If you cancel your ostrich leather order after 24 hours of placing the order, no refund whatsoever will be issued. Delivery on leather items is a minimum of 28 business days.
Sales, special offers, coupons and clearance
From time to time we make available special offers, discounts on items, end-of-line items, discontinued items, special sales and special promotions. All items that are sold as a sale or special promotion item are sold and supplied "as-is" and as such are generally non-returnable. Furthermore, if you have any kind of store credit, store rebate or additional coupons, these are usually redeemable on retail items outside of any sale or any special promotion.
Questions
If you have any questions regarding anything on our Web site including products, quantities, processing, shipping, delivery or returns, please contact your local office detailed below.
Colours
All pictures, photographs, colour descriptions and all references to any colours on our Web site are indicative only. To assure any colour matching, please purchase the relevant ostrich.com colour card. We will not be responsible or liable nor will we accept any return whatsoever for any kind of refund, exchange or store credit relating to colour matching or colour variations unless you have purchased an ostrich.com colour card before you order and or you send us a sample colour to match prior to your purchase.
Substitution
We reserve the right to substitute any product with an alternative product of equal or greater quality or value.
Cancellation
ostrich.com reserve the right to apply cancellation fees to any order which is cancelled or partly cancelled by you.
When you submit and place your order, which includes the relevant payment and delivery details, we in turn may accept your order whereupon a contract is created. At that time we incur substantial administration and/or warehouse costs to process your order.
The appropriate cancellation fees we may apply are as follows:-
a). If your "standard item(s)" order has been received and scheduled for fulfillment and is in the warehouse and you then cancel the order or part of the order, a 25% cancellation fee of the entire order - minimum 25.00 - excluding shipping charges, will apply.
b). If your "standard item(s)" order has been received and is within the administration department awaiting verification and/or a reply and/or a response from you of any kind, and you then cancel the order or part of the order, or if you fail to provide any necessary verification or information requested to confirm the order, a 10% cancellation fee of the entire order - minimum 10.00 - excluding shipping charges will apply.
c). If you order any special item(s) including custom dyed or 2 tone and 3 tone feathers or boas, Sally Rand fans, ostrich fans, feather handbags, leather products or any item(s) special ordered and you subsequently cancel the order within 24 hours, a 10% cancellation fee will apply - after 24 hours we will charge a 100% cancellation fee, excluding shipping and handling.
If your "standard item(s)" order has been received and we are unable to fulfil the order and/or are out of stock and/or we are unable to obtain your merchandise in a timely manner, then NO cancellation fee will apply and we will issue a full refund including any shipping and handling charges.
Errors and omissions excepted
Errors and omissions excepted.
Disputes and problems
All and any disputes or problems of any kind are to be initially directed to our office by telephone, fax, email of postal mail.
Please allow 7 days business for our investigation and reply.
If we fail to respond within a timely manner or if you are unsatisfied with our response, you may at your discretion take the dispute to a third party such as your credit card company, the Better Business Bureau, the Chamber of Commerce or even an attorney.
If you choose to take the dispute or problem directly to a third party such as a credit card company, the Better Business Bureau, the Chamber of Commerce or even an attorney without firstly bringing the dispute to our attention, then we reserve the absolute right, and you give us the absolute authority, to make additional administration charge to your credit card for any and all additional charges we may incur as a result of your actions.
If in doubt, contact us first and give us a chance to sort it out.
Privacy policy
ostrich.com operate a very strict privacy policy to protect your visit to our Web site. Please read our Privacy Policy regarding your visit to our Web site
Ostriches On Line and ostrich.com are used interchangeably throughout these terms and conditions.
Terms and conditions
These terms and conditions govern your use of our Web site. Use means the interaction, browsing, reading, discussing, viewing, sharing, posting, downloading and or the ordering of products offered for sale on our Web site. By using our Web site, you accept these terms and conditions in full. If you disagree with these terms and conditions or any part of these terms and conditions, you must not use our Web site or place an order on our Web site.
Disclaimer
Information collected on our Web site has been gathered from many different institutions. Some articles are contradictory. Our work in finding this information was very extensive and because of the multiple origins, we cannot therefore be responsible or liable for any errors, omissions, costings, reports, advise, inaccuracies or otherwise of any article.
Consult legal, accounting, veterinarian or other professionals before investing in the ostrich industry.
We have attempted to give credit to all authors of articles where possible. If you have contributed to any of these pages and your name does not appear, we unreservedly apologise. Please contact Steve Warrington at the address below to rectify this.
Liability
Neither ostrich.com, nor any original provider of the material, accept any liability for any direct, indirect, incidental, or consequential loss of business profits or special damages arising from its publication, availability, sale or offer for purchase from ostrich.com.
Limitation of liability
You expressly understand and agree that ostrich.com shall not be liable for any direct, indirect, incidental, special, consequential or exemplary damages, including but not limited to, damages for loss of profits, goodwill, use, data or other intangible losses resulting from the cost of procurement of substitute goods and services resulting from any goods, data, information or services purchased or obtained or messages received or transactions entered into through or from ostrich.com.
Indemnity
You agree to indemnify and hold ostrich.com, and its subsidiaries, affiliates, suppliers, officers, agents, representatives or other partners, and employees, harmless from any claim or demand, including reasonable attorneys' fees, made by any third party due to or arising out of any communication or transaction with ostrich.com.
You expressly understand and agree that:
- Your use of our Web site is at your sole risk. The content of our Web site is provided on an as is and as available basis. ostrich.com make no promises or guarantees that our web site will be available at all times.
- Any material downloaded or otherwise obtained through the use of our web site is done at your own discretion and risk and that you will be solely responsible for any damage to your computer system or loss of data that results from the download of any such material.
All the material contained on the ostrich.com Web site is copyright © Steve Warrington, ostrich.com and Ostriches On Line. All rights reserved.
No part of any page or any graphic from the ostrich.com Web site may be copied, reproduced, transmitted or distributed without the express written permission of Steve Warrington and or ostrich.com.
If you require any further information on permitted use, or a license to republish any material, please contact us at the address below.
If you are granted a license to reproduce material you will be required to follow some simple guidelines about the way the information is displayed.
An acknowledgement of the source must be included whenever ostrich.com copyright material is copied or published.
Ordering and order acceptance
After you have added merchandise to your shopping cart and before you provide any payment details, you must understand, agree to and accept all the terms and conditions set forth herein.
If you do not understand, agree to and accept all of these terms and conditions, please do not place an order with ostrich.com
After you have placed your order, we will display an order confirmation page and send an email receipt. Your order confirmation or email receipt is not a contract, but only a record of your offer to purchase a particular item at a particular price.
After you place an order, ostrich.com will determine whether or not to fill the order.
ostrich.com reserves the right to refuse to fill your order for any reason, including, but not limited to, the unavailability of a product or errors in the prices and product descriptions posted on this Web site.
By placing your order, you agree that ostrich.com's total liability, under any legal theory or claim, shall be limited to the purchase price actually paid to ostrich.com for the product giving rise to ostrich.com's liability.
If you place an order via a third party or via any of our employees, either by telephone, by fax, by postal service, by courier service, by email, at a trade show, at an exhibition, in person or by any other method, you explicitly agree and accept all the terms and conditions set forth herein.
Currency
All prices on the ostrich.com Web site, unless specifically stated, are listed and charged in US dollars. Prices on the UK Web site and the Wholesale Web site are displayed with various currencies including UK pounds, Euro's and US dollars and are displayed purely for convenience. Currency conversions are updated nightly.
Payment
All orders are prepaid in US dollars. ostrich.com accept Visa, Mastercard, Discover, American Express, Debit Cards, Google Checkout, Paypal, cheques, checks and money orders.
T/T and wire transfers are accepted; free on orders over $500.00. T/T and wire transfer orders less than $500 will incur a $25 surcharge.
Prices, taxes, duty etc.
Prices listed on our Web site are each or per unit as applicable. No sales tax will be added, however, any local taxes, duty, import taxes, etc. are the responsibility of the purchaser.
Export Surcharges - Vet Certificates
These export notes refer to any order which is shipped outside of the USA or outside of the UK only.
Export products surcharges. If we receive an invoice for import duty, export duty, customs, clearance fees, miscellaneous or other overseas tax, value added tax or any other type of transaction tax as a result of the exportation of our products, you as the importer implicitly agree to pay all these fees and or you authorise ostrich.com to make any additional charges on the credit card you supplied with your order.
Export products - vet certificates - ostrich.com will provide, at a nominal fee, a copy of a Vet certificate to accompany our merchandise. This copy of the Vet certificate has been accepted by almost every country for the importation of all our merchandise including all feather items, boas, fans, dusters, eggshells, leather, wedding accessories and masks.
Minimum order value
Minimum retail order is 20.00 excluding shipping.
Minimum wholesale order is 100.00 excluding shipping.
These minimums may change from time to time at our discretion and/or during sale time.
Price fluctuation
Some products we sell are commodities and as such, prices fluctuate. These include feathers, meat, boas and leather products. We therefore reserve the right to change prices and specifications without notice.
Order processing, processing times and procedure.
There are two distinct steps to every order we receive. These are the processing times and the shipping time.
Order processing times are the number of business days required to get your order ready. Shipping and delivery times are the number of business days required to get your order from our office to your door. Both of these times are displayed at check-out. These are the most accurate and are updated daily.
For orders that require expedited service, we offer a same-day and express processing service and fast shipping services, both of these are provided at additional cost.
UK orders which require express processing and shipping will be shipped directly from the US office and this will incur substantial shipping costs.
Wholesale order processing time is generally twice as long as retail.
All processing times are at least doubled during a sale due to the high volume of orders.
Some orders may require additional verification of billing, shipping, credit card and or a signed confirmation of order. You will be notified by email if your order requires any further verification and your reply in a timely manner to any verification requests is required.
If you request a specific delivery date - date-certain and this is not available with the processing options you choose, we will automatically upgrade and up charge your order to meet the specific delivery date - date-certain you requested.
Shipping times and shipping & handling costs
All prices on our Web site exclude shipping and handling charges. These are displayed at check-out.
We offer various shipping methods including US Postal Service, UPS, FedEx, common carriers, air cargo services and other independent couriers.
You may use your own shipping company or use your account number to ship via UPS, FedEx, DHL or other courier account. There is a $15 surcharge per shipment for this service. This information to accompany your order.
Shipping by US or UK Postal Service, either US or UK mail or US or UK International Mail is entirely at your own risk. Tracking information is not always available. Insurance is not always available. If the US or UK Postal service or any International Postal Service fail to deliver the package or the package is damaged, broken or items are missing, if the package is held at Customs or other government agency, ostrich.com accept or assume no liability whatsoever for this method of delivery. If you select US or UK mail or US or UK International Mail no refund will be made nor will any replacement items be sent until such time as the US or UK Postal service have deemed the package lost or undelivered.
Order Receipt, Shortages, Damages and Order Discrepancies
Before your order is shipped, at least 3 different people have checked the order, inspected the order and signed off to confirm that the order is complete and correct. Your order was carefully packaged and labelled before we shipped it.
After we have shipped your order and after you have received your order, it is your responsibility to check the contents of the order immediately.
If an order was shipped by courier service including Fedex, UPS, DHL or other door-to-door carrier and arrives noticeably damaged, if any package is squashed, open or partly open, crushed, bent, re-taped or re-sealed, then you may accept the package at your own discretion. Please notify ostrich.com immediately if any package is not in good condition or you believe the package has been opened or re-sealed. At your discretion you may refuse any package that was delivered by courier service whereupon it will be returned to ostrich.com.
All orders shipped by courier service are insured and we will work with you and the courier service to arrange new or replacement merchandise as quickly as possible.
If an order was shipped by US or UK Postal Service or US or UK International Postal service, every package has to be accepted and received "as-is" as we do not usually offer any kind of replacement or insurance guarantee by Postal Service delivery.
Any or all shortages, including merchandise or package damage or any other discrepancies must be notified to the office within 48 hours of receipt.
Receipt is deemed to have taken place when FedEx, UPS, DHL or other door-to-door courier service or any other carrier we use has provided notification that the package(s) have been delivered. If the order was shipped by Postal service, order receipt is deemed to have taken place 7 business days after the package left our office unless the Postal Service provide documentation to show otherwise.
No claims for damages, shortages or order discrepancies will be accepted after 48 hours from receipt.
In all instances of order shortages, order damages or order discrepancies, the sole liability of ostrich.com will be the replacement, the repair or the refund of any merchandise that was short or damaged. Under no circumstances whatsoever will ostrich.com be liable for any other costs, fees, penalties, rebates, discounts, performance claims or any type of consequential loss, whether explicit or implied, if any order does not arrive in a satisfactory or complete or fully working condition.
100% money back guarantee
Orders that are off the shelf and are stock items and are natural colour can be returned for a 100% refund, quantity restrictions apply - refer to Returns for full details.
If we made the error in your order we will refund the shipping as well, otherwise return shipping is your responsibility.
After owning our products for 10 days, we know you will want to keep them. At our sole discretion we may allow returns after 10 days and there will be a restocking fee - refer to Returns for full details.
100% money back guarantee - exclusions
There are no returns on any items sold as is, any item that is specially ordered or custom made, ostrich meat or perishable products, custom dyed feathers or boas, sale or batch surplus or clearance items, any boa with gold/silver lurex or burnt coque feathers, 2 tone and 3 tone feathers and boas, Sally Rand ostrich or marabou fans, feather handbags, leather products, video tape or DVD products.
Wholesale orders are not generally returnable. At our sole discretion we may accept a wholesale order for return and we will apply a restocking fee - refer to Returns for full details. All returned wholesale orders will receive a store credit - there are no cash or credit card refunds for wholesale orders.
Store Credits
All store credits applied to your account(s) expire after 12 months of issue or inactivity. Expired store credits will not be reinstated. You may log into your account at any time to review the status of any applicable store credits together with the expiration date.
Returns
If you wish to return your order or part of your order, please notify the office by email, telephone or fax within 10 days of the delivery date of the merchandise. If you request a return after 10 days of delivery ostrich.com is not obliged to accept any return.
At such time that we receive your request to return any merchandise within 10 days of delivery, ostrich.com will issue a return merchandise authorisation number - RMA number.
No returns accepted or acknowledged without a RMA issued by the office. If you return any item without a RMA we will apply a restocking fee of at least 66.6%
There is no restocking fee for any item which is included in our 100% money back guarantee service.
There is a minimum restocking fee of 25% on all or any items accepted for return by ostrich.com which fall outside of our 100% money back guarantee service. For larger quantity orders over 10 items, we will apply a restocking fee of 33.3%, if over 50 items we will apply a restocking fee of 50% and if over 100 items we will apply a restocking fee of at least 66.6%
If you requested same-day or express processing and then return the merchandise, we will not refund any of these charges if the order was processed within the scheduled processing times.
If you requested fast or express shipping and the courier fails to deliver within the scheduled service time, we will refund the shipping cost as soon as we have received notification from the courier that they failed in their service guarantee.
If you order merchandise and delivery cannot take place for any reason and the merchandise is returned, we will apply a restocking fee for such non-delivered merchandise of at least 40%. We will not refund any shipping charges associated with the returned order for non-delivery. If you wish to have the merchandise re-shipped you must notify us within 10 business days and you agree to pay the entire shipping costs again.
Notes about Feathers, Boas, Ostrich Meat and Ostrich Leather.
Feather and Boa colours are not identical. Our Pluma-Tint and our Opulenta Colours are completely different and do not always match.
Feathers, Boas, Dusters and all feather products are natural items. ostrich.com supply dyed feathers which changes the natural colour. The dye technique we use and offer is not a colourfast process under any circumstances and you explicitly agree and accept that the maximum liability of ostrich.com for any bleeding. leeching, running or any transfer of dye whatsoever from any of our products is limited to the value of the merchandise sold and your exclusive recourse and remedy is to return any dyed feather item for a refund or exchange solely in accordance with the terms and conditions marked as Returns contained herein.
Custom dyeing for feathers, boas and dusters is available at extra cost. The fee is 50.00 per colour per product per style for standard items and 100.00 for 2-Tone feathers plus all the cost of the merchandise. Custom dyeing takes at least an additional week. We attempt to match custom colours to either a pantone colour or a swatch. Customer supplied swatches always take precedent over pantone colours.
Hand-selected feather sizes are assorted and you will receive feathers of assorted sizes as listed. If you want an exact size feather, add 100% to the cost of the next largest size to cover handling, sorting and preparation. Defective feathers can be any length within the package ordered and may all be one size - if you need specific lengths, please order hand-selected feathers. Feather prices are per colour, per style, per size. Feather quantities per pound vary considerably at different times of the year due to seasonal differences and are offered purely as a rough guide. With longer feathers, there may well be considerably less feathers per pound of feathers than the guideline we mention. If you require exact quantities of feathers, please order your feathers by singles or by the dozen.
Boa lengths are standard 2 yard (6 feet - 1.84 metres) other sizes available for special orders. Boa prices are per colour, per style, per size.
Ostrich meat orders within the continental USA under 15 pounds are shipped via FedEx or UPS 2 day or Next Day delivery in special cooler boxes with ice packs to ensure your total satisfaction and 100% freshness.
All Ostrich Meat orders will be left at the delivery address with a signature release even if there is no one there to accept personal receipt. We will attempt to notify the recipient of the ostrich meat delivery by email, providing you supply a valid email address.
All ostrich leather products are individually hand made for your specific order. For this reason we cannot accept any leather products for return.
If you cancel your ostrich leather order within 24 hours of placing the order, we will apply the appropriate cancellation fee as detailed below. If you cancel your ostrich leather order after 24 hours of placing the order, no refund whatsoever will be issued. Delivery on leather items is a minimum of 28 business days.
Sales, special offers, coupons and clearance
From time to time we make available special offers, discounts on items, end-of-line items, discontinued items, special sales and special promotions. All items that are sold as a sale or special promotion item are sold and supplied "as-is" and as such are generally non-returnable. Furthermore, if you have any kind of store credit, store rebate or additional coupons, these are usually redeemable on retail items outside of any sale or any special promotion.
Questions
If you have any questions regarding anything on our Web site including products, quantities, processing, shipping, delivery or returns, please contact your local office detailed below.
Colours
All pictures, photographs, colour descriptions and all references to any colours on our Web site are indicative only. To assure any colour matching, please purchase the relevant ostrich.com colour card. We will not be responsible or liable nor will we accept any return whatsoever for any kind of refund, exchange or store credit relating to colour matching or colour variations unless you have purchased an ostrich.com colour card before you order and or you send us a sample colour to match prior to your purchase.
Substitution
We reserve the right to substitute any product with an alternative product of equal or greater quality or value.
Cancellation
ostrich.com reserve the right to apply cancellation fees to any order which is cancelled or partly cancelled by you.
When you submit and place your order, which includes the relevant payment and delivery details, we in turn may accept your order whereupon a contract is created. At that time we incur substantial administration and/or warehouse costs to process your order.
The appropriate cancellation fees we may apply are as follows:-
a). If your "standard item(s)" order has been received and scheduled for fulfillment and is in the warehouse and you then cancel the order or part of the order, a 25% cancellation fee of the entire order - minimum 25.00 - excluding shipping charges, will apply.
b). If your "standard item(s)" order has been received and is within the administration department awaiting verification and/or a reply and/or a response from you of any kind, and you then cancel the order or part of the order, or if you fail to provide any necessary verification or information requested to confirm the order, a 10% cancellation fee of the entire order - minimum 10.00 - excluding shipping charges will apply.
c). If you order any special item(s) including custom dyed or 2 tone and 3 tone feathers or boas, Sally Rand fans, ostrich fans, feather handbags, leather products or any item(s) special ordered and you subsequently cancel the order within 24 hours, a 10% cancellation fee will apply - after 24 hours we will charge a 100% cancellation fee, excluding shipping and handling.
If your "standard item(s)" order has been received and we are unable to fulfil the order and/or are out of stock and/or we are unable to obtain your merchandise in a timely manner, then NO cancellation fee will apply and we will issue a full refund including any shipping and handling charges.
Errors and omissions excepted
Errors and omissions excepted.
Disputes and problems
All and any disputes or problems of any kind are to be initially directed to our office by telephone, fax, email of postal mail.
Please allow 7 days business for our investigation and reply.
If we fail to respond within a timely manner or if you are unsatisfied with our response, you may at your discretion take the dispute to a third party such as your credit card company, the Better Business Bureau, the Chamber of Commerce or even an attorney.
If you choose to take the dispute or problem directly to a third party such as a credit card company, the Better Business Bureau, the Chamber of Commerce or even an attorney without firstly bringing the dispute to our attention, then we reserve the absolute right, and you give us the absolute authority, to make additional administration charge to your credit card for any and all additional charges we may incur as a result of your actions.
If in doubt, contact us first and give us a chance to sort it out.
Privacy policy
ostrich.com operate a very strict privacy policy to protect your visit to our Web site. Please read our Privacy Policy regarding your visit to our Web site