WHAT IS YOUR RETURN POLICY?
Our Guarantee: We want you to be happy with your purchase and so we guarantee the quality and workmanship of every item. If you are not satisfied with your order, for any reason, you may return it to us within 30 days of purchase for a refund or exchange. (See exchange info below) Items that are custom, personalized, or made-to-order cannot be returned or exchanged unless damaged or defective. Shipping and gift wrap charges are not refundable.
Call Us: (757) 615-0394
Email: [email protected]
HOW DO I RETURN OR EXCHANGE MY ORDER?
Instructions For All Returns
To return merchandise please contact our Customer Services department by email [email protected] and return your merchandise within 30 days of the date printed on your order packing slip.
- Pack the items along with the packing slip securely in a box. You can use the box the items arrived in or another box, if you prefer. All returned items must be in their original packaging and in the condition in which they were received.
- Write the following address on the package:
Thornberry Group Returns
4701-103 Shore Dr. # 185
Virginia Beach, VA 23455
- Take the package to the post office or shipping center. *If the return is not the result of our error, the shipping cost of the returned item will be your responsibility.
Please ship using a carrier that provides tracking the US Post Office, FedEx, or UPS. All returned items must be in their original packaging and in the condition in which they were received. *Shipping and gift wrap charges are not refundable unless item is damaged/defective.*
Defective or Damaged Items: Please keep the original shipping container and packing material, this may be required for insurance claims. Please contact us before sending back the damaged item.
Orders Returned After 30 Days: Orders that were delivered more than 30 days ago may not be eligible for return. Please contact us and we will determine your ability to return your item.
Exchanges: Of course! You can easily exchange your purchases by returning the unwanted goods and in the meantime you can place a new order online. In this way, you are assured that the items you do want are still in stock. Unfortunately, we can’t settle orders with each other. Sale and Clearance items can’t be exchanged.
Refunds are processed within 2-5 business days once a return is received.
Money is generally returned to its original source but can be placed on a Boxwood Lane Gift Card if preferred.
We cannot issue check or cash refunds on Credit Card purchases.
DO YOU SHIP INTERNATIONALLY?
At this time we only ship to the USA and its territories.
Pandemic Effect on Shipping
While we continue to make every effort to get your purchase to you in a safe and fast manner, the shipping industry is experiencing high volume and slight shipping delays. We will keep you up-to-date with any changes in delivery status throughout this challenging time.
For Delivery by December 24th
Orders must be placed by 11 am EST
on the following dates:
APO/FPO December 8th
Standard December 17th
UPS 2 Day December 22nd
UPS Next Day December 23rd
How Much is Shipping?
Please see our Shipping Guide for a comprehensive scale.
What day is Christmas this year?
Do you have a physical store?
Not yet. We hope to open in Roanoke, VA in 2022
From time to time we have items that run out of stock quickly or are delayed. We always ship BO items oldest order is shipped first. You may cancel BO items at any time.
Can I Cancel My Order?
We will make every effort to cancel your order on request. We make every effort to get your items to you as-soon-as-possible and in some instances we may not be able to cancel. Please contact us at [email protected] or (757) 615-0394
Is Santa real?
Of course he is!
What Payments Forms Available
We accept most major debit cards, credit cards and Boxwood Lane Gift Cards. See list below.
How many elves work at the workshop?
The last time we were at Santa’s workshop we tried to count but the elves move too fast. There is no way at this time to get a scientifically accurate count
I Can’t Remember My Password
No problem! Just click the “forgot password” link on the account login page. You will go to a screen that asks you to enter your e-mail address, and once you click “submit” you will be e-mailed a new password.
My Email Has Changed
Visit our Contact Us page and ask Customer Service to update the email address on your account. Please provide your first name, last name, old email address, new email address, and customer account number. (if available)
Do Elves work for you?
Legally we are not allowed to hire elves.
Email and Phone
Email List Unsubscribe
If you choose to be on our e-mail list, you will receive updates once a week. Should you ever want to be removed from the mailing list, simply click the unsubscribe button at the bottom of any email we send to your email address.
Can you have ornaments made?
Yes! We have several vendors that design ornaments to specific needs such as company logos, historic landmarks, and more. Please contact us at (757) 615-0394 or [email protected] to discuss your needs.
Do you offer corporate pricing?
“Willow Tree® is a registered trademark of Susan Lordi. Willow Tree® products in the United States are distributed exclusively by DEMDACO. Other than in its capacity as an independent authorized reseller, neither Tony Hash nor their website is affiliated with, endorsed by or sponsored by Susan Lordi or DEMDACO.”