Customer Service
Artisans of the Berkshires (AotB) are continuously trying to improve our website, so please tell us what you think. Your thoughts and opinions are important to us! If you have any questions or concerns please email us or call us at (413)429-7172 Monday–Friday 8:00am–8:00pm, Saturday & Sunday 12pm–5pm EST. All phone calls and emails will be responded to within 24hrs. We look forward to hearing from you!


Ordering
If you interested in purchasing an item, you can either select the "Buy Now From CCNow" option (for those select items available for purchase through CCNow), or contact us directly at (413)429-7172 to make your purchase over the phone. We accept all major credit cards for purchases through CCNow or over the telephone. Additionally, if you are interested in mailing or e-mailing an order to us (for an item you're seeking to purchase from Artisans of the Berkshires), there is an order form in PDF format (Customer Order Form) which you can download, print out and fill in, then send to us either as an e-mail attachment (jgardner@artisansoftheberkshires.com) or through the US Mail service (send to: Artisans of the Berkshires; 578 West Housatonic Street; Pittsfield, MA; 01201). If you are shopping though the CCNow service, after you choose the option to purchase, it will take you to the CCNow website shopping cart where you can proceed accordingly or select "Continue Shopping" to go back to AotB to view and purchase additional items.
CCNow is a shopping cart service which AotB has chosen to make purchasing of many of our items on our website as convenient as possible for you. While you pay no extra fee for the CCNow service, Artisans of the Berkshires does build in applicable fees for shipping and packaging, as well as a 5% charge for shipping insurance purposes.
If your shipping address is in the Commonwealth of Massachusetts, you are subject to a 6.25% sales tax for your purchase. You will receive a confirmation email from us with an order number and the date your order was shipped. Please contact AotB directly if you have any questions or problems with your order. Please use your order number for reference and NEVER put your credit card information in an email. You will get a response within 24hrs.


Shipping & Handling
AotB ships anywhere in the United States through our CCNow shopping cart service and anywhere around the globe through our handy phone service! We strive to keep shipping costs to a minimum while providing you with quick shipping times and accurate tracking information. All Shipping Charges are based on estimates by UPS and/or USPS according to shipping weight and destination. All order delivery times vary according to the product. For custom/special orders, this time may vary. Please see product page for availability and delivery times. Please NOTE: When choosing a faster shipping method other than UPS Ground, this DOES NOT speed the production of that particular product (unless otherwise noted) — this only speeds the delivery time of the product. At AotB, we go out of our way to select handcrafted / one-of-a-kind merchandise that in most cases is not mass-produced. We make EVERY effort to have enough inventory to accommodate all orders. However, there may be times where we sell out of an item before we have time to indicate that status on our site. Therefore, please understand that many, but not all, of our featured items are selected and available in limited quantities. If you order an item that is out of stock or on back order you will be notified by email informing you of the date we expect to have that item. You will have the option of waiting for the item, changing or canceling your order.


Shipping Insurance
AotB does charge extra to insure shipments (5% of total item purchase price). It is very important to us that you receive the product you want, in the condition you expect it to be in. Unfortunately, shipping companies are not perfect despite our best efforts to package the items you purchase safely and professionaly. To protect you, AotB, and the shipper, we insure everything we send out and incorporate that fee into the shipping & handling cost you pay for when you purchase your item(s).
If you have any questions or concerns about the shipping insurance fee, please do not hesitate to e-mail (jgardner@artisansoftheberkshires.com)or call us (413-429-7172).


Returns & Exchanges
At AotB, we believe in 100% customer satisfaction guaranteed! To that end it is our objective to ensure that every customer is completely satisfied with products purchased from us. We offer a 30 day Money Back Guarantee on almost every product we sell. Please call us at (413)429-7172, in advance to obtain an RMA number (Return Merchandise Authorization) within 30 days of purchase date. NOTE: Returned items sent without a RMA number will be returned to sender and no credit will be issued. Send all return merchandise (with RMA number) to: Artisans of the Berkshires (include RMA number here), 578 West Housatonic Street Pittsfield, MA 01201-6618 Unfortunately, we are unable to refund custom-made items so please pay special attention when ordering these products. If an item is received damaged, please contact us immediately at (413)429-7172 so we can either replace or exchange the item as soon as possible. Again, custom-made products, holiday items and/or sale items are non-returnable and/or refundable. Should you decide to change or cancel your order, please call us at (413)429-7172 immediately to expedite the change or cancel order as soon as possible. The customer assumes all costs in shipping to us, and we assume the cost in shipping back to the customer. All replacement products are shipped via UPS Ground unless a rush is requested. The cost of such a shipping upgrade is to be paid by the customer prior to shipment.


Warranty Disclaimer
This site and the materials and products on this site are provided "as is" and without warranties of any kind, whether expressed or implied. To the fullest extent permissible pursuant to applicable law, www.ArtisansoftheBerkshires.com disclaims all warranties, express or implied, including, but not limited to, implied warranties of merchantability and fitness for a particular purpose and non-infringement.


Product Display
The colors depicted as well as the display and color capabilities of your particular computer monitor will greatly affect the colors you actually see on your screen. We have done our best to display as accurately as possible the colors of the products shown on the AotB website. AotB cannot be held responsible for the limitations of your monitor and cannot guarantee that your monitor's display of any color, texture, or detail of actual merchandise will be accurate.


Out of Stock Policy
The most important thing to keep in mind when ordering is that our stock balances fluctuate throughout the day with sales demand and stock that we receive from artisans. Items are constantly being sold and our stock is constantly being replenished. If the item is identified as "Out of Stock", we can special order the item for you and ship it as soon as we get it. Under these circumstances, most items ship within 2 weeks. Just because the item you ordered is NOT identified as out-of-stock does not necessarily mean that it will be in-stock at the moment you order it. We will notify you if the item you ordered is out-of-stock. We first try to reply via email and give you 3 days to reply. If we have not heard from you we will then try to call you at the numbers you provide with your order. Be sure to give us your current email address and phone number. Some items are listed for sale on our website that have not been released from the artisan yet. We place these items on the website so that consumers may pre-order the items. Preorders are reserved with payment up front on a first come, first served basis. You may also request to be placed on a “notify list” and we will let you know when products are in-stock and available for delivery. Be advised that prepaid orders always get priority for delivery. Many out-of-stock items are excellent products and are available for purchase, but we do not always stock these items in inventory. We will be happy to special order these items for you in a timely fashion. Again, most items ship within 2 weeks.