Customer Service

• Contacting Customer Service
• Ordering Methods
• Payment Options
• Sales Tax
• Shipping & Delivery Times
• Returns And Exchanges

If you have a question about an item, our friendly & knowledgeable Customer Service staff will be glad to assist you.

Hours of Operation:
Monday - Friday 9:00 am - 5:00 pm EST

Telephone Number: (800) 298-2027
Fax Number: (540) 942-7272
Customer Service E-Mail:Click here to send us your questions.
Please use our contact form online: Questions or Comments

Mailing Address:
Annalee Gallery
417 West Main Street
Waynesboro, VA 22980-4510

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Methods of Ordering

Online Secured Ordering:
We use the latest technology in credit card protection and encryption. If you feel more comfortable doing so, you may place your order by telephone. Read the sections below for ordering instructions.

Ordering By Telephone (Credit Card Only):
If you would like to place your credit card order by phone, call us toll-free at (800) 298-2027. Operators are available Monday - Friday, 9:00 am - 5:00 pm EST.

We will begin processing your order no later than the next business morning. Most of our items are in-stock and ready to ship. In-stock items will ship within approximately 2 business days.

Due to the popularity of these high-quality products, not all items are in stock at all times.  If your item is not in stock, please allow 1 - 2  weeks for delivery - more time may be needed for some special order items. We will notify you via e-mail if there will be such a delay, or you may call Customer Service at (800) 298-2027 to check on the availability of an item before placing an order.  


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Payment Options

Credit Cards:
We accept MasterCard, Visa, American Express, and Discover. Please include the entire credit card number, cardholder name, billing address and expiration date.

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CVV & CID Credit Card Codes:
To protect your security and guard against fraud, we may need to verify your CVV2 or CID code to complete your order. 

The issuing bank contact number & the CVV2/CID authentication codes are normally submitted when 'swiping' the magnetic stripe on your credit card. Since we do not have your card present during internet transactions, the banks request us to obtain that data manually, thus allowing for automated verification of the credit card.

Since the bank's introduction of these codes in 2000, this fraud prevention tool is rapidly being accepted as proof the card is present. Without these codes, we may need to manually verify addresses with your bank, which causes processing delays. Thanks for your assistance in preventing credit card fraud.

CVV2 Code Location on Visa, MasterCard & Discover Cards:
The CVV three-digit value is printed on the signature panel on the back of Visa, MasterCard & Discover cards immediately following the credit card account number.

CID Location on American Express cards:

 
International Shipping:

At this time, we can only ship to addresses in the Continental US. All other orders will be automatically rejected by our system.

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Returns and Exchanges - Please Read Carefully:

Damaged or Defective Merchandise:
Upon receipt of your order, please open the package immediately and inspect the contents for damage or manufacturing defects.  If any item in your order is damaged in shipping, or if you find any significant manufacturing defects, please call Customer Service within 14 days of receipt of your order at (800) 298-2027 to request return authorization.  We cannot accept any returns without prior approval.  Upon receipt and inspection of your returned merchandise, we will either exchange your item or issue a full credit in the amount of the original purchase price.  Returns requested after 14 days of receipt of an order will be considered on a case-by-case basis.

Once your return has been authorized, please re-pack your return items in the original packaging and include a description inside each package with the reason for returning the item(s), i.e. "product is damaged", "I am not satisfied", etc. Include your full name and address to ensure a timely refund or exchange.  UPS will come to pick up your return within 7 - 14 business days.  If you are not at home or the package is not available when UPS arrives, they will attempt to pick up your package two more times.

Special Order Items:
Please use care when ordering and call us at (800) 298-2027 if you have any questions about an item.  We will take all of the time you need on the telephone to answer your questions before placing a special order.  These items are made by hand and take many hours to complete, so returns are not taken lightly.

What if I don't like it?
Again, we encourage you to use care when ordering.  However, we understand that sometimes things just don't work out.  In this case, we will accept returns (excluding special order items) in saleable condition and refund your money minus a 20% restocking fee. We cannot reimburse for return shipping charges.  In every case, you must call us for return authorization - we cannot accept any returns without prior approval.

Once your return has been authorized, please re-pack your return items in the original packaging and include a description inside each package with the reason for returning the item(s), i.e. "I already have this one", "I am not satisfied", etc. Include your full name and address to ensure a timely refund or exchange.  Ship the item back to us at this address:

Annalee Gallery
ATTN: Returns
417 West Main Street
Waynesboro, VA 22980-4510

We cannot be responsible for returns that are lost or damaged in shipping, so please send the package to us via a traceable carrier and insure the package for the amount you paid for the item.