Grandfather Clocks

ONLINE SERVICE CENTER

Our Online Help Center is available 24/7.

All requests will be responded to within 24 hours, Monday through Friday.

Please click on the links to get answers to your questions and submit your requests.

Please click on the link to submit your request.

CANCELING YOUR ORDER
CHANGING YOUR ORDER
RETURNING A PRODUCT
PROCESSING YOUR REFUND
REDEEMING COUPONS / GIFT CERTIFICATES
QUESTIONS ABOUT OUR PRODUCTS

TRACKING YOUR ORDER
TECHNICAL OR WARRANTY SUPPORT
ITEM DEFECTIVE / MISSING PARTS
ITEM NOT WHAT YOU ORDERED
DAMAGED ITEM RECEIVED
Grandfather Clock Setup Request

CANCELING YOUR ORDER

We will do our best to cancel your order, but if it has been sent down to the shipping department, it can no longer be canceled. Once shipped, it will need to be returned to us by you according to our Return Policy.

To cancel your order, please submit the form below. This request will be reviewed within 24 hours, Monday through Friday.

*First Name :**
*Last Name :**
Email :
	(Please provide an email address for quicker service)
*Day Time phone# :**
*Order Number :**
	(Starting with 30-)
*Reason for canceling Order :**
*Do you understand that this order change request is not guaranteed? :**	"Yes is required"


* Required Field

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CHANGE ORDER REQUEST

We will do our best to change your order, but if it has been sent down to the shipping department, we will not be able to make any changes. Please submit the form below. This request will be reviewed within 24 hours, Monday through Friday.

*First Name :**
*Last Name :**
Email :
	(Please provide an email address for quicker service)
*Day Time phone# :**
*Order Number :**
	(Starting with 30-)
*Reason for Changing Order :**


* Required Field

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RETURNING A PRODUCT

We are happy to assist you in your return. Before submitting a Return Request, please carefully review our Return Policy.

After you submit the Return Request below, your request will be reviewed by our staff within 24 hours, Monday through Friday, to confirm you are eligible for a return. After that, an email with return instructions and your RMA# (Returned Merchandise Authorization) will be sent to you within 24 hours, Monday through Friday.

IMPORTANT: This request is not for damaged or defective items. If your clock is defective or not working properly, click here to submit a request. If your clock arrived damaged, please click here to submit your request.

*First Name :**
*Last Name :**
Email :
	(Please provide an email address for quicker service)
*Day Time phone# :**
*Order Number :**
	(Starting with 30-)
*Reason for return :**
*Do you have the original packaging including all manuals & instructions? :** (The original packaging & manuals and instructions are REQUIRED for all returns.)

*Did you open the outer shipping box already? :** (This is the shipping box where the original shipping label is attached)



* Required Field

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PROCESSING YOUR REFUND

Refunds on qualified returns will be issued with 20 business days of receipt or the returned item. Please carefully review our Return Policy for all conditions and fees that will affect your refund by clicking here.

If the item was received at the return address over 20 business days ago and you would like an updated status of your refund, please submit the form below. This request will be reviewed within 24 hours, Monday through Friday.

*First Name :**
*Last Name :**
Email :
	(Please provide an email address for quicker service)
*Day Time phone# :**
*Order Number :**
	(Starting with 30-)

RMA# All return items must be authorized with an RMA#.

Tracking Number for the returned package.


* Required Field

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REDEEMING A COUPON OR GIFT CERTIFICATE

Once you have placed your item in the Shopping Cart and clicked on “CHECKOUT”, you will be brought to the Checkout Page. Scroll down to the “Other Information” section. Under “Coupon Code / Promotional Code (Optional)”, enter your coupon code or gift certificate number (no spaces; not case sensitive) in the box and click “Apply”. If it is a valid code, your discount will immediately show in the “Your Order” section in the upper right hand corner of the page.

If your coupon or gift certificate code is not working, please call (866) 509-6075.

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QUESTIONS ABOUT OUR PRODUCTS

We’re happy to answer any questions you may have about our products. Please submit the form below. We will review your request within 24 hours, Monday through Friday.

*First Name :**
*Last Name :**
*Day Time phone# :**
Email :
	(Please provide an email address for quicker service)
*product Id :**
Product Questions


* Required Field

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TRACKING YOUR ORDER

If you provided your email address when you placed your order, you will be sent your tracking key information by email as soon as it is available. If you did not provide your email address, or believe you should have received the tracking already, please submit the request below. Your request will be reviewed within 24 hours, Monday through Friday.

NOTE: Please check the spam and junk folders of your email account before submitting this request, as tracking emails can occasionally end up there.

*First Name :**
*Last Name :**
Email :
	(Please provide an email address for quicker service)
*Day Time phone# :**
*Order Number :**
	(Starting with 30-)
Have you checked your email for your order status? :	Yes, but I have questions.
	No.
Detailed Message :


* Required Field

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TECHNICAL OR WARRANTY SUPPORT

NOTE: This service is only for existing customers of the Grandfather Clock Company. If you purchased your clock somewhere else, you must contact that store or the manufacturer for assistance.

Please submit the form below if you are looking for technical support from the manufacturer or believe you have an issue covered by the manufacturer’s warranty. We will send your request on to the manufacturer for resolution. Your request will be reviewed within 24 hours, Monday through Friday.

*First Name :**
*Last Name :**
E-mail Address :
	(Please provide an email address for quicker service)
*Day Time phone# :**
*Order Number :**
	(Starting with 30-)
Provide a detailed description of the issue:


* Required Field

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ITEM DEFECTIVE / MISSING PARTS

We apologize for any inconvenience.

If you detect any damage to the shipping crate or to the clock after it has been uncrated, please go to our DAMAGED ITEM RECEIVED section for instructions.

If you find any parts to be missing, please submit the form below. Your request will be reviewed within 24 hours, Monday through Friday.

Please check all packing materials for your missing part(s) before submitting this request

*First Name :**
*Last Name :**
Email :
	(Please provide an email address for quicker service)
*Day Time phone# :**
*Order Number :**
	(Starting with 30-)
*Which part is needed? :**
*Detailed Message :**


* Required Field

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ITEM NOT WHAT YOU ORDERED

If you believe you have received the wrong item, please submit the form below. If you have not uncrated the clock, please leave it in its crate. We may need a picture of the item and/or the manufacturer’s label with the item number to facilitate your request. If so, we will notify you. Your request will be reviewed within 24 hours, Monday through Friday.

*First Name :**
*Last Name :**
Email :
	(Please provide an email address for quicker service)
*Day Time phone# :**
*Invoice Number :**
	(Starting with 30-)
*Product ID Received :**
(please provide the product number on the product box. It should be located on the top or right below the bar code.)
The description of the wrong item :
*Do you have the original packaging including all manuals & instructions? :**	"YES" is required
(The original packaging & manuals and instructions are required for all returns.)


* Required Field

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DAMAGED ITEM RECEIVED

It is important to inspect your order as soon as it arrives while the delivery person is still with you. If there is any damage to the shipping crate that may have damaged your item, point it out to the delivery person so they can note it on the order, and then refuse the delivery.

If, after you or the Set Up technician uncrates your item, you discover any damage, please immediately submit the form below. Pictures of the damage may be needed. Your request will be reviewed within 24 hours, Monday through Friday.

*First Name :**
*Last Name :**
Email :
	(Please provide an email address for quicker service)
*Day Time phone# :**
*Order Number :**
	(Starting with 30-)
*The detailed description of the damaged item :**
*Was the shipping box damaged? :**
*Have you notified the shipping carrier regarding this damaged package? :**
*Do you have the original packaging including all manuals & instructions? :**
(The original packaging & manuals and instructions are required for all returns.)


* Required Field

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GRANDFATHER SETUP REQUEST

Grandfather clock setup is very easy! Normally, it will take only around 10 to 15 minutes to setup your grandfather clock. A setup DVD is included with your purchase for most grandfather clock purchase. Please click this link to view the grandfather clock setup video from the manufacturer (It will take a few minutes to open this link).

If you need the grandfather clock setup service, please submit the form below. Normally, we will schedule the clock expert to set up your grandfather clock for you within 5 to 10 business days after your grandfather clock is delivered.

This request will be reviewed and responded within 24 to 72 hours.

*First Name :**
*Last Name :**
Email :
	(Please provide an email address for quicker service)
*Day Time phone# :**
*Order Number :**
	(Starting with 30-)
*Detailed Message :**


Please review our posted policy. When you click on Submit bottom, you have read and agreed our posted policy.
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RETURN POLICY

If you need help navigating our web site, or have questions regarding grandfather clocks, ordering, delivery, etc., please refer to this Info section first. If your question is not answered here, please email us at service@grandfatherclockco.com. We will respond to your email as quickly as possible, usually within the same day.

Customer Service Representatives are available to answer your questions & take your order Monday to Friday 9:30 a.m. to 4:30 p.m. Eastern Time
Call us Toll Free at: (866) 509-6075.

If you would like more information about us, please email us at service@grandfatherclockco.com.

Currency

All of our prices are in U.S. dollars.

Shipping Policy and Rates

We offer free shipping on all our grandfather clocks at all times. We only accept orders from and ship to the continental United States (that's the lower 48 states).
Your order will be shipped via common carrier (truck) directly from the manufacturer within 1 to 2 weeks.
(More information below in the FAQ).

Sales Tax

We are required to charge sales tax on all orders shipped to addresses in New Jersey. No tax will be charged on orders shipped outside the state of New Jersey.

Our Platinum Delivery Service

See our Platinum Delivery Service page or click HERE for complete information on our free service.

Our Low Price Pledge

The Grandfather Clock Company offers the lowest prices anywhere on the internet. If you find another web site offering one of our grandfather clocks for less, contact us at service@grandfatherclockco.com or call us at (866) 509-6075. If we can verify the price, and that price does not violate our manufacturers' pricing guidelines, we will match or beat it.

Return Policy

We accept returns within 30 days of the date of delivery. There will be no refunds after 30 days.

Email us at service@grandfatherclockco.com or call us at (866) 509-6075 for return instructions and get a Return Authorization Number (RMA).
Shipping charges for the return are the responsibility of the customer. The shipping charge is generally around $150.00, but may vary depending on where you are located.
Deliveries that are refused by the customer are considered returned by the customer. Shipping costs for returns are the responsibility of the customer and will be deducted from the customer's refund. Restocking fees also apply to refused shipments.
Howard Miller and Ridgeway charge a 25% restocking fee, which is the responsiblity of the customer.
Items will not be accepted without a return authorization number.
Items must be returned unused and in their original packaging with the return authorization number written on the outer box for credit to be issued.

Clocks that have been set up are considered used and will not be accepted for return.
We do not do exchanges on grandfather clocks. Please confirm clock style and all features and options before completing your purchase.
Credit will be issued upon receipt and inspection of merchandise.
Please allow 20 business days after the receipt of your return for your refund to be processed and issued.

Backorders We want you to receive your grandfather clock as quickly as possible and we do our very best to keep an adequate on-going supply of inventory. However, many factors affect inventory levels which may unexpectedly cause a backorder situation. Here is how Grandfather Clock Co. handles backorders:

If a grandfather clock you’ve ordered is on backorder, we’ll send you an email to let you know the estimated arrival date. You can choose to wait for the item or cancel it.
Backorders remain active for 60 days. If the grandfather clock you ordered is on backorder for greater than 60 days, your order will be cancelled. Please check back with us at a later date to reorder the item.
Grandfather Clock Co. does NOT charge your credit card unless your grandfather clock ships. If you used PayPal, your PayPal account was charged at the time you placed the order.
Once your grandfather clock comes back into stock, it will ship automatically.
If you have any questions regarding our backorder policy, or an existing order, please call our toll free number or email us at service@grandfatherclockco.com.

FAQ (Frequently Asked Questions) How can you offer such low prices? At The Grandfather Clock Company, you take advantage of our direct relationship with the manufacturer of these fine grandfather and floor clocks. We bring you their best products, and we ship those products directly to your door. How "up to date" are your products? The grandfather clocks we sell are always the latest designs. We update our site with the latest products as they become available from the manufacturer. The Grandfather Clock Company strives to offer a full selection of the most attractive and most popular grandfather clocks available. What if I need warranty service? Our manufacturers hold to the strictest standards of quality control. All of our grandfather clocks are covered by a 1 or 2 year manufacturer's warranty. Once your grandfather clock or floor clock has been delivered and set up, if it develops any problems, just contact your manufacturer for service. The service numbers for our manufacturers are:
Howard Miller/Ridgeway (616) 772-9131 x100
Hermle Clock Company (434) 946-7751

If by chance you receive a grandfather clock which is defective, please contact us immediately so we can arrange a replacement.
If your product is damaged in shipping, the issue can quickly be resolved by notifying us. Contact us at service@grandfatherclockco.com.
How safe is my credit card information? When you buy from The Grandfather Clock Company, your credit card purchase is processed in real time through the First Bank of Beverly Hills, by secure eCommerce servers run by Yahoo.com. Then your order is encrypted with PGP before being sent to us. Your card couldn't be safer!

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