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CustomChess.com General Information & FAQs:

 

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Shipping & Packing

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Security and Privacy

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Payment options, Types of Payments Accepted, & Placing Orders

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Warranty

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Lead Time & Order Status

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Prices

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Wood

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FAQ's





Shipping & Packing:
 

Domestic Shipping:
Orders in the U.S. are shipped via UPS or USPS.  During checkout, you can select the desired carrier and service type and the shipping amount will be shown.  Full insurance is included in the shipping price.

International Shipping:
Shipping is available to most countries via the United States Postal Service.  The normal shipping service used is USPS Priority Mail International and usually takes around 7 to 14 business days in transit.  During checkout, you will be provided with the exact shipping amount.  The cost is usually between $80 and $140, depending on the size and weight of your board.  If you have any questions about shipping methods and costs, please send us an e-mail.  USPS international mail services are very reliable and secure.  Over the years we have shipped dozens of boards to countries all over the world without a single problem.

Packing:
All items are packed extremely well to prevent damage during shipping.  Most items are packed in thick foam lined boxes. However, some large, heavy items are packed in stronger containers such as these foam lined wooden crates.

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Security and Privacy:


Security - Personal Information (name, address, phone, e-mail, etc):
If you are using a security-enabled browser (almost all modern updated browsers such as Internet Explorer and Firefox are), all the personal information you send us during checkout is encrypted, making it extremely difficult (if not impossible) to read in the event that it is wrongfully intercepted.  Our checkout system utilizes industry standard SSL technology to encrypt your sensitive personal information. An unbroken key or closed padlock icon will appear in the status bars of most browsers indicating that SSL encryption technology is in operation. You will see this on our checkout pages where you enter your personal information.

Security - Credit Card Information:
If you are paying for your order online, after entering your personal information (name, address, phone, etc.), you will be taken to either Authorize.net or PayPal.com to complete your payment.  We do not receive or store your credit card information on our own site or servers in any way. If paying via credit card through Authorize.net, your credit card information is submitted over their highly secure server. In fact, we are not even permitted access to your credit card information. We can issue refunds through the Authorize.net system, but can not issue new charges. If you paid online and need to make a further payment, you will have to go though our checkout again. If you are paying via PayPal, the transaction is likewise completed on PayPal's secure system. You can read more about the security at Authorize.net here, or about the security at PayPal here.  If you are paying via credit card over the phone, your information will be promptly entered via Authorize.net's secure online server. After the information is entered, any credit card information we wrote down is immediately destroyed (burned), unless you request that we keep your information for future transactions. In that case, we will store you information in our safe (credit card information taken over the phone is not stored digitally or on a computer).


Privacy Policy

What information do we collect?

We collect information from you when you place an order or subscribe to our newsletter.

When ordering or registering on our site, as appropriate, you may be asked to enter your: name, e-mail address, mailing address or phone number. You may, however, visit our site anonymously.

NOTE: we DO NOT collect any financial information (credit card numbers, etc.) though our website or keep any financial information in electronic form.  Please read the information regarding security above.

What do we use your information for?

Any of the information we collect from you may be used in one of the following ways:

; To process transactions

Your information, whether public or private, will not be sold, exchanged, transferred, or given to any other company for any reason whatsoever, without your consent, other than for the express purpose of delivering the purchased product or service requested.


How do we protect your information?

We implement a variety of security measures to maintain the safety of your personal information when you place an order

We offer the use of a secure server. All supplied sensitive/credit information is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our Payment gateway providers database only to be accessible by those authorized with special access rights to such systems, and are required to?keep the information confidential.

After a transaction, your private information (credit cards, social security numbers, financials, etc.) will not be stored on our servers.

Do we use cookies?

Yes (Cookies are small files that a site or its service provider transfers to your computers hard drive through your Web browser (if you allow) that enables the sites or service providers systems to recognize your browser and capture and remember certain information

We use cookies to help us remember and process the items in your shopping cart.

Do we disclose any information to outside parties?

We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information. This does not include trusted third parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential (an example would be providing your name and address to UPS or USPS for shipping). We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others rights, property, or safety. However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.

Third party links

Occasionally, at our discretion, we may include or offer third party products or services on our website. These third party sites have separate and independent privacy policies. We therefore have no responsibility or liability for the content and activities of these linked sites. Nonetheless, we seek to protect the integrity of our site and welcome any feedback about these sites.

Childrens Online Privacy Protection Act Compliance

We are in compliance with the requirements of COPPA (Childrens Online Privacy Protection Act), we do not collect any information from anyone under 13 years of age. Our website, products and services are all directed to people who are at least 13 years old or older.

Your Consent

By using our site, you consent to our
privacy policy.

Changes to our Privacy Policy

If we decide to change our privacy policy, we will post those changes on this page.

This policy was last modified on Wed, Nov 9th, 2011

Contacting Us

If there are any questions regarding this privacy policy you may contact us using the information below.

www.CustomChess.com
E6445 Gheller Drive
Bessemer, MI 49911
United States
orders@customchess.com
(715) 513-7041

This policy is powered by Free Privacy Policy and Rhino Support. Compare Rhino Support to Active Campaign and save!

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Payment Options
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Types of Payments Accepted:
You can pay for your order online via PayPal or Credit Card (credit cards processed by Authorize.net).  Or, you can pay with a credit card over the phone. U.S. customers can also pay with a personal check, business check, or money order through the mail. We accept VISA, MasterCard, and Discover Card.

Pay online via PayPal: on the checkout page, select "PayPal" from the drop-down list under the "Payment Method" field (located on the bottom of the page after entering name, address, etc.).  After clicking "continue" on the final checkout page on our site, you will be forwarded to PayPal to complete your payment.

Pay online via Credit Card: on the checkout page, select "Credit Card" from the drop-down list under the "Payment Method" field (located on the bottom of the page after entering name, address, etc.).  After clicking "continue" on the final checkout page on our site, you will be forwarded to Authorize.net to complete your payment.

Pay via Credit Card over the phone: on the checkout page, select "Phone Credit Card Payment" from the drop-down list under the "Payment Method" field (located on the bottom of the page after entering name, address, etc.).  After clicking "continue" on the final checkout page on our site, the online portion of your order will be complete. Then, please call (715) 513-7041 to make your payment. Please note, I miss many call due to being in the shop with equipment running or being out of service, if you get the voicemail, please leave you name, number, order number, and a good time to call and I will call you back asap.

Pay with Personal Check, Business Check, or Money Order via mail (U.S. customers only): on the checkout page, select "Check or Money Order" from the drop-down list under the "Payment Method" field (located on the bottom of the page after entering name, address, etc.).  After clicking "continue" on the final checkout page on our site, the online portion of your order will be complete. Then, please make checks or money orders payable to "CustomChess.com" and mail them to the address on our contact page here.  Please include your order number with the payment.  All checks will be held until they have fully cleared which may delay shipping of the completed item.

 

Placing Orders:
If you are building a board using the Windsor or Dover model pages, or are choosing one of the Popular Designs listed in our Store, simply add the item to the shopping cart and proceed to checkout.  You can complete the entire process online.  If you are interested in a design that is not listed in the Store, please contact us for information on how to proceed with the order.

 

Order Cancelations and Refunds:
Due to custom nature of the projects we build, items are often not readily salable to other customers.  Therefore, once materials have been ordered or significant work has been completed on a project, it is not possible to offer a full, 100% refund in the event of an order cancelation.  If you wish to cancel your order, please contact us as soon as possible. If materials have not been ordered, or significant work has not been completed, it may be possible to refund the full amount paid.  However, as a general rule, once materials have been ordered or significant work has been done on the project, then 30% or the total project price becomes non-refundable.  For example, if the project price is $1,000, then $300 would be non-refundable.

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Warranty
 

All items, unless otherwise notes, are covered by a One Year Warranty. The one-year warranty covers defects occurring from expansion and contraction of the wood and/or material problems. This includes cracking, warping, checking, separation of squares, separation of joints, separation of the board layers, or any other condition that significantly affects the appearance or usability of the item. All wood items will undergo changes over time do to the natural expansion and contraction of the material. Chess boards are especially subject to this, given that they are composted from many dozens of individual piece of wood. All boards and other items are built using special techniques that allows the material to change over time without significantly affecting the appearance or usability of the board or item. However, given the nature of the material, it is possible that some small changes may occur over time.  These small changes would not be covered under warranty and would include, but are not limited to: slight changes in material elevation such that a once perfectly flush joint between two pieces of wood can be felt with a finger; separation of joints that is less than 1/32" and less than 1/2 the width of one playing square (playing squares are joined with splines that prevent major separation); changes in the flushness of the raised playing square vertical edges of up to 1/16" on the left and right sides of the playing square panel (this sometimes occurs from the different colored playing squares expanding at different rates and is normal); micro-cracks along the playing square end grain edges that are less than 1/32" wide and less than 1" long; micro-cracks in solid hardwood bottom panels that are less than 1/32" wide and less than 2" long; unevenness of the bottom that is less than 3/16".  Additionally, damage resulting from misuse such as exposure to moisture, excess heat, excess cold, or excess sunlight; or dropping and/or striking is not covered. For domestic customers, the warranty period starts on the day the item is received by you.  For international customers, the warranty period starts three weeks after the item is shipped.

If damage occurs, the item will be shipped back at the buyers expense. Then the item will then be repaired, replaced, or your money refunded. The method (repair, replace, refund) will be our choice. Due to the custom nature of most of our projects, it may not be possible to repair or replace an item.  Additionally, we may not be physically able to repair or replace an item in some cases.  Therefore, in those situations, a refund may be the only viable option. If the item is repaired or replaced and you are in the U.S., we will pay to ship the item back to you via a carrier of our choice. If you are outside the U.S. we will pay $30.00 of the cost of shipping the item back to you via USPS Global Priority Mail.

Most changes to an item, if any occur, will happen within the first year as the wood stabilizes.  However, although rare, if a condition arises after the warranty period has ended, or if the item is damaged in some other way (dropped, etc.) please contact us.  In most cases repairs can be made inexpensively.

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Lead Time and Order Status


Lead Time:
All custom orders are hand built to order from scratch and so require time to complete.  Also, because of the large variety of unique woods species available, we do not stock a large inventory of wood and in most cases have to order the specific wood necessary to complete the specific project.  Also, orders are completed in the order they are placed, usually one at a time, so lead times will vary depending on the number and complexity of outstanding orders.  Currently, the lead time is approximately 12 to 16 weeks for new chess boards orders.  Very rarely we have pre-built, fully completed boards and other projects available.  When available, the will be posted on the home page and in the Store.  If you want to be contacted when new pre-built projects become available, please sign up for our newsletter.

Order Status:
For an updates regarding your order's progress, please contact us via e-mail.  Updates will usually be limited to information regarding the remaining time left before the project is completed and whether the project is on schedule.  We generally do not provide a "percentage completed" of the physical item.  Please note that a given lead time for a project is usually NOT the same as the amount of time it will take to physically build the project, but rather it is the amount of time before a project CAN BE completed and shipped out.  For example, if it is expected to take 12 to 16 weeks to complete a project, usually more than half of that time is used for ordering and waiting for materials to arrive and completing other projects that came before it.  In most cases the physical construction of a project can not be started for many weeks after the order is placed. 

 

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Prices

Because of frequent fluctuations in the prices of lumber, we do not post prices on all the pictured boards and tables at all times.  Additionally, because of the custom nature of most designs, custom prices must be calculated.  However, in the Store section of the site, you can find find current prices listed for some of the most popular chess board designs.  Just click on the design and you will find a summary of the specifications and the price located at the bottom of the page.  Also, on the Windsor and Dover model pages in the Store section, you can calculate the prices of boards in a variety of woods and accent combinations.  To do this, simply take note of the wood choices and accents choices you wish to use, go to the appropriate model page, and use the drop-down menus to input your specific choices for each element of the chess board (the Chess Board Design Page provides information on the different elements of the boards).  The price will be displayed at the bottom of the page and will update in real time as you make changes using the drop-down menus.  If the design you are interested in is not a Windsor or Dover model, you can still use those pages to estimate the price, since many similar designs will be similarly priced (please e-mail us for final, exact prices).  If you are interested in a design that is not similar to anything in the store, or if you have any other questions, feel free to e-mail us for a price quote.

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Wood

The wood is so important is has its own page! Click on the link below to explore the woods we use.

The Wood Page

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FAQ's

Q: Do you ship internationally?
A: Yes, for more information on domestic and international shipping, please review the Shipping and Packing section on the Information & FAQ's page.

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Updated:
Wed, Mar 12,  2008

 

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