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Customer Service

Contact Us

Address

Once Upon A TreeHouse
1030 Barnsdale Road
Allentown, PA 18103

Email

contact@onceuponatreehouse.com

 

 

Backorders & Preorders

We regret that backorders do occur in some instances. Items that are on backorder will be shipped when they are received in stock. We will notify you by email when they ship out or regarding any major delays. We also take pre-orders on some of our new release items before we have them in stock. In this case you are not charged until the day the item ships out to you.

 

Returns & Replacements

Return Policy

We do accept returns of unused merchandise in the same condition and packaging as it was shipped to you. Items must never have been used or assembled/disassembled. Returns must be received by us within 30 days of purchase. We will refund the purchase price but any shipping, handling, express or additional charges cannot be refunded.

1. Please contact us for a Return Authorization Form via email or phone. We will then email you a form. 
2. Package the item carefully in the manner that it arrived. Send the package insured; we do not cover damages that may occur
    on the return shipment.
3. Ship the package insured via your preferred shipping carrier to the following address:
Once Upon A TreeHouse
1030 Barnsdale Road
Allentown, PA 18103
   

Returns will be promptly handled upon their arrival in our warehouse. Your original method of payment will be credited.

Returning A Gift

If you need to return a gift, please note that we're unable to issue a refund to anyone other than the person who originally placed the order. Please contact us for a Return Authorization Form and state at that time that you are returning a gift. Then you will need to indicate on the form that you would like a Merchandise Certificate issued to you in the amount of the original purchase. Make sure to state that the item being returned was a gift and be sure to include the name and address of the person who placed the order with us. You will receive your Merchandise Certificate in an email from us.

Replacements

If there was a problem with your order please contact us via email or phone and we will be happy to assist you.

     
Shipping & Delivery
Shipping
We ship direct from Pennsylvania via USPS Priority Mail and occasionally via Federal Express for heavier items. Standard Shipping orders received Monday-Friday will ship within 2 business days. Orders placed on Saturday & Sunday will ship by Tuesday.
 
Once your order is shipped, which is typically via USPS Priority Mail, it should arrive within 1 - 4 business days in the contiguous 48 states (within 3 – 16 business days to Alaska & Hawaii). If your order is shipped via FedEx, which is usually used for heavier items, it should arrive within 1-6 days in the contiguous 48 states. (Mon-Fri are business days, Sat & Sun are not.). In the event of a delay, we will notify you by email. You will receive an email with your tracking information once your order is shipped. You can also easily track your order by logging into your account with us. Items ordered together may not arrive in the same box or at the same time (for example, all dollhouses ship separately). We do not ship to foreign countries outside of the US. We typically cannot accept customers with international billing addresses that are shipping to U.S. addresses. Unfortunately we are not able to ship to P.O. Boxes. Please use your physical address for shipping to avoid delays that transpire when we need to contact you in cases where we are unable to ship to a PO Box.

Standard Shipping & Processing Charges* 

              
Merchandise  Rate
 $0 - 24.99 $6.95
$25-49.99 $9.95
$50 - 99.99 $12.95
$100 - 149.99 $15.95
$150 - 199.99 $19.95
$200 - 249.99 $24.95
$250 - 299.99 $29.95
$300 - 399.99 $34.95
$400 - 499.99 $44.95
$500 - 999.99 $49.95
$1000 - 1999.99 $59.95
$2000 + $69.95

 

 

 

 

 

*Standard shipping rates are for addresses in the USA (contiguous 48 states), and apply when shipping only to one address. See below for shipping to Alaska & Hawaii.

We use FedEx Ground & USPS Priority for Standard Shipping to commercial addresses and FedEx Home Delivery & USPS Priority for shipping to Residential addresses. Orders placed  Mon-Fri will ship within 2 business days and will arrive within 1-6 business days.

Alaska & Hawaii Orders:
Our shipping rates posted during checkout to Alaska & Hawaii have an automatically added estimated shipping charge for Standard Shipping orders.  Larger items like dollhouses or orders requiring more than one box will typically require an additional shipping charge. In the event that your shipment will require an additional charge, we will contact you for payment before your order will be shipped. Please email or call if you would like to be quoted a more exact rate. Since some orders (typically lighter weight ones) do not end up requiring the added fee, we will credit the added fee once the order ships.

 

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