Last Update: July 11, 2002 

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Customer Service Policies and Procedures

CUSTOMER SERVICE:
Our customer service hours are Monday-Friday, 8:00 a.m-6:00 p.m. PST. Please email us at info@finelineintl.com with any questions or concerns.  We will try to respond to all emails within 48 hours.

Return Policy

PRIVACY
We do not sell our customer list to any outside company, electronically profile customers, or compile facts about their buying habits.  Nor do we sell statistics to other companies regarding buyer trends or demographics.

We DO provide customer names and addresses to manufacturers in cases where the purchased item is sent directly from the manufacturer to the customer (drop-shipped).  We use the information you provide us to confirm your order, process your order, and to contact you in the event of any problems with your order.

SECURITY
Fine Line uses a secure technology for all on-line orders – a Digital ID and the Secure Sockets Layer (SSL) protocol.  During the order process your credit card number is encrypted (scrambled) and is only decrypted when it arrives at the processing point.  Once an order transaction has been completed a credit card number is removed from the computer system.  We do not archive your credit card number on any computers.

PLACING ORDERS:
We handle transactions via our secure web-site or via a toll-free 800 number.   When placing orders, we request an email address, so that we can confirm your order and keep you posted on availability and shipping status. 

PAYMENT:
We accept Visa, Mastercard and Discover.  We also accept prepayment by money order or personal check.  When paying by personal check, the check will be deposited and allowed 7 days to clear before the merchandise will be shipped.  Checks and money orders should be sent to:

Fine Line International
P.O. Box 1619
Pine Grove, CA 95665

ORDER/PRICING POLICY:
 Prices are subject to change without notice. 

We make every effort to be accurate and up-to-date on our web-site information, but occasional errors may occur.  We reserve the right to make corrections.  We will notify you of the correction, and give you the option of canceling the order if the change is unsatisfactory to you.

 Orders are subject to availability, cleared funds and confirmation of price, specification, availability and cancellation in the event of errors.

SHIPPING & AVAILABILITY:
ALL SHIPPING PRICES QUOTED ON THE WEB-SITE ARE FOR SHIPMENTS WITHIN THE CONTINENTAL USA.  Most items are shipped either by 1^st Class Mail, Priority Mail, UPS Ground, or FEDEX Ground.  All items are shipped insured and/or delivery confirmation.  Some items are not available for international shipment. International customers will need to email us to find out availability, shipping cost, and ordering instructions.  In the case of Alaska or Hawaii, shipping prices will apply if the cost was calculated using the mail service (mostly small items); otherwise, we will email you a quote.

Please be sure to include your complete billing & shipping address. Any discrepancies based on incomplete or inaccurate information which results in an increased shipping fee will be passed on to you, the customer.  If your address for mail service is different than for ground shipments, please be sure to provide both.   This can be noted in the comments section if needed. 

All orders are subject to availability, cleared funds, and confirmation of price.  We make every effort to keep our site current and provide a reasonable turnaround on products.  Some items are almost always in stock; other items may require a lead-time.  Most out of stock items can be supplied within 2-4 weeks, but occasionally the manufacturer is also out of stock, so the lead time may slip.  If the item is no longer available, we will notify you and cancel the order.

CATALOGS:
Sorry, we don't have printed catalogs.  Not only are we concerned about the environment, but we add products on a regular basis, so it would be impossible to keep current.