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Frequently Asked Questions


Product & Store Information:


Q: Do you accept special orders for trims not currently in your inventory?
A: Yes, we are happy to place a special orders for any trim currently manufactured by Wrights, Conso and the other manufacturers with whom we work. We are distributors for Wrights and Conso and can order any item from their current catalog for you. Please allow 2-3 weeks for delivery of a special order. All special orders must be prepaid. There is a restocking fee of 25% on any returned special order trims except in the case of a manufacturing defect..

Q: Do you have a minimum order policy?
A: No, we have no minimum order level. Purchase only the trims you need.

Q: Do you have a printed catalog?

A: We do not have a printed catalog.

Q. How close are the colors shown in the store to the actual product?
A: While we strive to have image colors match as closely as possible to the actual item, the color of any trim or product on this website compared to the actual product may vary due to differences in computer monitor calibrations and software, and as a result of differences in manufacturer's dye lots.

Q: I need an exact match to a trim I already have. Can you help with this?
A: If you would like to send us a sample of the trim you need, we are always happy to try to match it for you.

Q: I'm trying to match a color in my fabric. Can you help?
A: If you would like to send us a sample of your fabric, we'd be happy to help you match the color.

Q: The listing doesn't have enough information for me. Can I email you with questions?
A: Certainly. Send us your questions via email, and we'll reply within 24 hours or less.

Ordering Information:

Q: How can I view the status of my order?
A: Go to the Customer Service, Account Information page. This page lists all your orders. Click the date of the order whose status you wish to view.

Q: How will I know when my order has shipped?
A: When you place your order, you will receive an email confirmation. When we ship your order, we email you the tracking number for the shipment option you selected.

Q: Do you accept returns?
A:
Yes, in general we accept returns. Please note the following:
• Trims can be returned for a full refund less shipping charges within 60 days of receipt of order. After 60 days the return will be refunded as a store credit only. Please email us first with details on any trim you wish to return.
• No returns accepted on sale items discounted 50% or more.
• No returns accepted on trims purchased from the "Trims By the Yard" section of our website, i.e. special cut trims.
• Neither original shipping charges or return shipping charges will be refunded unless the return is due to a manufacturing defect.
• Returned trims must be in new, original, uncut condition and kept in a smoke free environment.
• A refund will be issued after the trim is received and inspected. Refunds may take up to 7 days to process. Please note that a refund processing fee may be deducted from your total refund, unless the return is the result of a manufacturing problem.


Q: My order isn't correct. What so I do?
A: Please email or call us immediately with details. We will work with you to make it right.

Q: What payment methods do you accept?
A. For your convenience, Dove Originals Trims accepts all major credit cards (VISA, Master Card, American Express, Discover Card) and Paypal. We also accept USPS money orders and checks, but be aware that purchases paid by personal check or PayPal e-check will be held until the check clears.

Shipping Information:

Q: What are your shipping costs?
A: Total shipping costs will be displayed on the invoice you see before confirming your order. We ship USPS first class mail, priority mail, and express domestically, and USPS first class mail international, priority mail, and express mail internationally as well. We try to ship as inexpensively as possible and refund any excess shipping paid if we can do so.

Q: Do you ship to military addresses (APO)?
A: We certainly do!

Q: Do you ship to PO Boxes?
A: Yes, we do.

Q: When will you ship my order?
A: We ship within 24 hours or less, except on USPS holidays or on weekends. If there are problems, we will contact you immediately either via email or telephone. Special orders ship within 10-21 days.

Q: Do you ship internationally?
A: Yes, we do. We ship USPS first class international or priority mail international depending upon weight. Please be aware that international buyers are responsible for all custom duties, VAT, excise taxes, and other fees within their home country. We complete all USPS and customs forms accurately and completely. The value of your item(s) is the price that you paid, excluding shipping costs. If you are unsure regarding the amount of duties and taxes that may be due, please check with your home country prior to purchasing. Be aware that we do not ship to all countries. If you are located in South America, Africa, or Asia please contact us prior to ordering.  We do not accept international checks.

Ordering Information:

Q: Will my trims be in one piece?
A: In general, the answer is yes. However, please be aware that manufacturing processes differ among trims and some may have a factory join. If we notice a join in a full reel of trim, we'll note it in the listing. For bulk trims sold in lesser quantities, the listing is usually more specific. If it important that your trim be in one continuous length, please contact us prior to purchase. Please be aware that we do not custom cut trims into multiple pieces.

Q: Do you have the items that you sell in stock or do you have to order them?
A: We stock the items listed on our website, and we ship within 24 hours or less. We can also drop ship from Wrights, Simplicity, Conso and several other manufacturers direct to you; but please allow 8-10 days for a drop order to be received. To place a drop ship order, you must contact us first.

Q: Do you offer additional discounts?
A: We try to keep our prices as low as possible offering both discounted and wholesale pricing. However, we do have special offers and sales 1-2 times per year.

Privacy

Q: Do you share any of my information?
A: Absolutely not. Dove Originals Trims is committed to protecting your privacy. We will not sell or disclose any information that identifies you to a third party without your prior approval. We may use the information we collect to periodically notify you about new services or special offers we think you'll find valuable. If you would rather not receive this information, you may send an e-mail to mdove9@cox.net with 'unsubscribe' as the subject line. Dove Originals Trims does not sell, trade or rent your personal information to others.

Payment Information and Security

Q: Is my credit card information safe with you?
A: Yes, it is. We accept credit cards and Paypal for online payments via Paypal's secure Website Payment Processing Pro. We neither see, store, nor can we access your personal account or credit card information. Our website is secured by Thawte, one of the world's leading providers of web site security.

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