Arden Road's Policies
Contact Us
9:00a.m. (pst) - 5:00p.m. (pst) Monday through Friday. Call us: 707-504-0040. Email: sara@ardenroadnapa.com
Returns
All sales are final once the gift leaves the Arden Road's workshop. If a gift has been returned to us for any reason, you will be notified by email. You will have 5 business days to respond to the email with a new shipping address or the order will be cancelled and restocked without a refund. You can ship the returned gift to a new address or to yourself. The reshipment fee is $12.00 plus the cost to repurchase and replace the perishable items. You may choose not to repurchase the perishable items. Perishable items not shipped will not be refunded. Perishable items include all food and beverages.
Shipping
We ship from Napa, CA Monday - Friday. Pleas allow 2-4 business days for processing time for regular orders. Large orders over 15 are subject to addition fulfillment time, 10 business days. At this time we are only shipping within the United States from our website, contact us for other options. For bulk orders, please contact the store. If you need a rush order (forgot that Birthday...?), contact the store, we can rush ship with the customer incurring the cost of shipment.
We are flexible and happy to help, reach out to customer service and we will find a solution for you.
REFUNDS
We will change or cancel you order PRIOR to the shipment and issue a refund. However, once the shipment has occurred, no refunds will be issued. Refunds will be credited to the original form of payment.
EVENT GIFTS
Quantities of 15 or more must be a customized order. The order must be confirmed no later than 28 days before the event to ensure smaller producers have inventory of products. A non-refundable deposit is required 28 days prior to the event upon confirmation. The deposit of $1000 or 50% of the subtotal, which ever is greater is required upon confirmation and guarantee the order. Payment must be made in full 14 days prior to delivery. If the event is cancelled for any reason, there will be no refunds of the deposit 28 days before the event date as told to Arden Road Napa Trading Post. Prior to 14 days, refunds can be issued at the discretion of Arden Road Napa Trading Post for items not ordered and orders not customized. There will be no refunds for any item that has a custom printed item, such as names, logos, etc on a product, however, these items will be provided to the purchaser, the purchaser will be responsible for the shipment cost if not local to Napa County. There will be no refunds for perishable items ordered and are outside of the vendor's cancellation policy, however the items will be provided to the purchaser, the purchaser will be responsible for the shipment cost if not local to Napa County.
VENDORS
We only work with our approved vendors and do not accept items from other vendors to be placed in the gifts. Exceptions: personal notes (such as welcome note or event itinerary), wine (as Arden Road Napa Trading Post does not sell wine at this time), and other items may be considered however a cost increase may occur due to the boxing needs. We carefully select our vendors and trust their quality and turn around times. We focus on products are made, produced, sourced or business located in the Napa Valley, CA.
SERVICE & DELIVERY
Arden Road Napa Trading Post requires a service & delivery fee of 20% that will be added for Event Gifts/Welcome Gifts. This fee covers the assembly and delivery of the gifts. If/when there is a delivery fee associated with the venue, the fee will be the responsibility of the customer (I.e. hotel room trip fee, set up fee, etc). This fee covers up to five locations/address within Napa County or one location/address if not within Napa County but no further than 60 miles of the city of Napa, CA. Arden Road Napa Trading Post will contact the hotel to coordinate the drop off and will drop off according to the hotel's requests for timing. Hotel drop off will occur 12-48 hours prior to the guest arrival unless otherwise requested by the customer or the hotel.
GIFT MESSAGES
Your message will be hand written from the online order form to a physical card, therefore the message will be read by a human. If there are errors we will contact you to ask if you'd like it changed before we change it. If we do not hear from you within 24 hours we will send the message as typed in the order form. Please do not leave a vulgar message.
GIFT OPENING
We take gifting seriously and we want the gift to look awesome and be an exciting event for your recipient. We reserve the right to ensure the gifts are protected during the shipping process, which includes insulation of food (such as the chocolate) and protective wrap of the fragile items (such as pottery or glass).
STOLEN/LOST PACKAGE AFTER DELIVERY
Packages marked as delivered by carrier, but are not received are the customer's responsibility to track. Arden Road is not liable for packages once they are delivered by the carrier. If you item has been lost or stolen after delivery, please contact the delivery carrier.
BROKEN ITEMS UPON ARRIVAL
Immediately email us at sara@ardenroadnapa.com and we will replace the item(s)