Items offered for purchase in our on-line shop are fulfilled either directly from the warehouse or gallery of the maker or from our PHAG warehouse in Philadelphia, PA. Unless otherwise noted, our products are generally available to ship in three (3) to five (5) business days, depending on current order volume. Out-of-stock items are often still available, but may need to be treated as a custom order. Once in our system, a PHAG Service Team member will e-mail you appropriate details regarding the processing and timing of your order.

If you need an item by a specific date, simply include this request in the “Order Notes” when placing your order. We will make every effort to accommodate the request, and let you know right away if there is a problem meeting your requested delivery date.

In our efforts to minimize costs and maximize efficiency, we use e-mail as a first method of contact. However, we do love the opportunity for an occasional chat with members of our extended PHamily. We make every attempt to respond to written inquiries within 24 hours. If we aren’t able to effectively meet your needs communicating via e-mail, a PHAG Service Team member will gladly contact you via telephone- just ask!

While your card is pre-authorized for the amount of your order at the time it is placed, you are not actually charged for any merchandise until your order ships. Therefore, if an item is out of stock the charge is never completed, so a refund is not necessary. The creditor will automatically drop any pre-authorization for which there is no subsequent formal charge after a set period of time (which they determine) from the pre-authorization date.

Note: This pre-authorization policy does not apply to custom and pre-orders which are charged at the time the order is placed, not the time the order is shipped.

If you are unhappy with a purchase for any reason use the “Contact Us” form to let us know! A member of the PHAG Service Team will be happy to assist you with a Return Authorization (RA) and make arrangements for the item to be returned to our Philadelphia, PA warehouse. Return requests must ALWAYS be accompanied by photos of the item you wish to return.  Items returned to our warehouse must have prior authorization from a PHAG Service Team representative.  Approved returns must be shipped in their original box with adequate packing materials (or shipped in comparable packaging) to avoid any damage during the return process.  The exterior of the return package must prominently display the RA# provided by the PHAG Service Team member approving the return.  Any shipping costs associated with the return of merchandise for any reason other than manufacturing defect or damage are the responsibility of the customer.  Once your return is received and processed, you will receive PHAG bucks in the amount of the original purchase to be used as credit toward a future purchase at www.thephagshop.com.

Returns and exchanges must be made within 30 days of the original purchase date. We reserve the right to refuse the return of collectible items that cannot be sold at full value once opened and handled.  Original works of art and custom products are not returnable. Once placed, custom orders cannot be canceled.

SHIPPING OR DAMAGE CLAIMS MUST BE MADE WITHIN ONE WEEK OF PRODUCT RECEIPT, so be certain to open and inspect your order right away!  Photos of the product damage, as well as the condition of the box and packaging are required for an approved damage claim.  PHAG reserves the right to request the return of defective or damaged merchandise.  If this request is made, the items must be returned in their original box with adequate packing materials (or in comparable packaging if the shipping carton is damaged beyond reuse).  Return shipping costs for the return of defective or damaged merchandise at PHAGs request will be covered by PHAG.  If the return is not properly packaged and additional damage occurs during transit, responsibility for the cost of the return shipping is transferred to the customer.

In situations where an order cannot be fulfilled, a refund will be given.

Philadelphia Home Art Garden, LLC is committed to the security of your data. At PHAG, convenience, service, and security are very important to us. Rest assured we’ve taken every measure possible to ensure you can shop our site with peace-of-mind. Our shopping cart and checkout service is securely hosted. The secure connection is seamless, so when you see an item you want, simply add it to your virtual PHAG bag.

When you have completed your shopping experience, use the “Proceed To Checkout” button, and you can complete your order securely, in a few simple steps. As an added measure of personal security, no physical records of credit card information are stored by PHAG once a transaction is completed.

For “Standard” shipments (not expedited) of smaller home and gift items we utilize USPS priority mail or UPS ground service. Standard shipping and handling charges will automatically be added to your order during the checkout process. All shipments are tracked by a PHAG Service Team member using USPS delivery confirmation or UPS tracking codes.

In our continued pursuit of the fairest pricing possible, PHAG selects the most economical delivery option based on delivery location, dimension, weight, and fragility of the item(s) ordered. Larger items (including furniture) generally ship via freight carrier. We use a number of freight carriers in different regions of the country. Items classified as fragile, or particularly delicate, ship via our white glove delivery service.

Expedited delivery services are available for smaller home and gift items (and some larger items) by customer request. If you would like to expedite your shipment, and pay a surcharge, simply complete the “Contact Us” form and a PHAG Service Team member will assist you with rush delivery costs on a specific order. Be certain to reference your order number when you submit your initial form regarding an expedited shipping request.

For insurance reasons, we do not allow pick-ups from our local warehousing facilities.

Yes and no (How’s that for an answer?). We do ship smaller home and gift items internationally, but we do not ship larger items that would need to travel via a freight carrier outside the continental USA. The shipping and handling charges automatically added to orders are based on domestic shipping rates. So, if you are requesting International shipping, a PHAG Service Team member will contact you regarding the necessary International delivery cost adjustments needed prior to processing and shipping your order.

If you have selected an item from The White Glove Collection, you will automatically be contacted by a PHAG Service Team member with a quote for your specific delivery location, prior to final order processing and shipment. If, however, you would like to request our white glove delivery service for other items, and pay a surcharge, simply complete the “Contact Us” form and a PHAG Service Team member will assist you with white glove delivery costs for a specific order. Be certain to reference your order number when you submit your initial form regarding this special delivery service.

Your privacy is important to us. To better protect your privacy the following notice explains the information we collect, how it is used, how it is safeguarded, and how to contact us if you have any concerns. As part of the order process, the following information is collected from shoppers:

Name, Shipping/Billing Address, Email address, Phone number, and Credit/Debit Card Information

How That Information Is Used: All information collected as part of the order process is used strictly for the purpose of accurately fulfilling the order. Once fulfilled, contact information becomes part of PHAGs active customer database, qualifying the customer for routine e-mail updates, VIP offers, and promotional mailings. Information in PHAGs customer database is never sold or shared with third parties.