| CUSTOMER SERVICE POLICY & PROCEDURE |
| Policy Version / Effective Date: Version 1, September 20, 2005 |
1. General Customer Service Policy
1.1 We Pursue Customer Satisfaction
To stay in business, grow, and prosper, we believe that most customers must be pleased every time they do business with us. It is not easy to always please the customer, and
clearly we will lose a customer from time to time because we failed. But, it won't be because we did not try.
We believe that if we sell great product, and treat our customers fairly and reasonably, we can flourish. Most of our customers want to conduct business with us in a fair and
balanced way. Regrettably, not all customers embrace this concept. So, we have to establish some transaction rules to minimize the potential impact of unfair practices by a
few customers.
So, in order to ensure that we stay in business to serve all customers optimally, we have established the following process policies, which are covered by our Terms of Use
Agreement.
If you believe that any of our policies are too strict or unfair, we would be happy to have dialogue with you on the policy. And, if we ultimately agree with your position, we
will modify our policy(ies) accordingly.
We are always willing to work with customers on a fair and reasonable basis.
Please read all of our policies and rules before placing an order.
1.1 We Pursue Customer Satisfaction
To stay in business, grow, and prosper, we believe that most customers must be pleased every time they do business with us. It is not easy to always please the customer, and
clearly we will lose a customer from time to time because we failed. But, it won't be because we did not try.
We believe that if we sell great product, and treat our customers fairly and reasonably, we can flourish. Most of our customers want to conduct business with us in a fair and
balanced way. Regrettably, not all customers embrace this concept. So, we have to establish some transaction rules to minimize the potential impact of unfair practices by a
few customers.
So, in order to ensure that we stay in business to serve all customers optimally, we have established the following process policies, which are covered by our Terms of Use
Agreement.
If you believe that any of our policies are too strict or unfair, we would be happy to have dialogue with you on the policy. And, if we ultimately agree with your position, we
will modify our policy(ies) accordingly.
We are always willing to work with customers on a fair and reasonable basis.
Please read all of our policies and rules before placing an order.
2. Order Process
We use the following general process to fulfill orders, and guide the process with the referenced policies:
2.1 Customer Order / Shopping Cart
The ordering process is essentially the same as most other e-commerce site ordering processes.
The product on the site is categorized by type, and there is a product page (see example, below) within the different categories for each product offered on the site. In general,
drop down menus are included for each product, covering one or more of the following customer options:
--- Silhouette (sometimes called "style" or "cut"),
---- Color,
---- Wash,
---- Decoration,
---- Size.
Once the customer makes his/her selection on these options, clicking the "Order Now" button will put the product selection into the Shopping Cart. The customer is free to
navigate around the product selections portion of the site and add as many items to the Cart as he/she wishes to purchase.
We use the following general process to fulfill orders, and guide the process with the referenced policies:
2.1 Customer Order / Shopping Cart
The ordering process is essentially the same as most other e-commerce site ordering processes.
The product on the site is categorized by type, and there is a product page (see example, below) within the different categories for each product offered on the site. In general,
drop down menus are included for each product, covering one or more of the following customer options:
--- Silhouette (sometimes called "style" or "cut"),
---- Color,
---- Wash,
---- Decoration,
---- Size.
Once the customer makes his/her selection on these options, clicking the "Order Now" button will put the product selection into the Shopping Cart. The customer is free to
navigate around the product selections portion of the site and add as many items to the Cart as he/she wishes to purchase.
2.2 Shopping Cart
The Shopping Cart holds all items that the customer has placed in it. At any time, prior to clicking on "Send Order", the customer may remove any item he/she does not
want, or cancel the order completely.
The Cart gives the customer the opportunity to view the Unit Price, the Quantity, and the (Extended) Cost of the Items on the Order, the Options the customer has
selected, and the Total Cost of all Items on the Order.
The Shopping Cart then appears on all four Check Out Pages, on the right-hand side of the Page.
The customer may continue his/her shopping experience by clicking on "Keep Shopping." However, it is probably faster just to click on the browser Return Arrow in
the top left hand corner of the browser screen.
Once the customer is ready to checkout and place the Order, he/she may click on the "Checkout" button on the Cart Page.
Please note that the Cart has links for the customer to be able to review the Yahoo and Navajo Jeans Privacy Policies at any time.
The Shopping Cart holds all items that the customer has placed in it. At any time, prior to clicking on "Send Order", the customer may remove any item he/she does not
want, or cancel the order completely.
The Cart gives the customer the opportunity to view the Unit Price, the Quantity, and the (Extended) Cost of the Items on the Order, the Options the customer has
selected, and the Total Cost of all Items on the Order.
The Shopping Cart then appears on all four Check Out Pages, on the right-hand side of the Page.
The customer may continue his/her shopping experience by clicking on "Keep Shopping." However, it is probably faster just to click on the browser Return Arrow in
the top left hand corner of the browser screen.
Once the customer is ready to checkout and place the Order, he/she may click on the "Checkout" button on the Cart Page.
Please note that the Cart has links for the customer to be able to review the Yahoo and Navajo Jeans Privacy Policies at any time.
2.3 Shipping
After the customer has clicked on "Checkout", the Shipping Screen (below) appears. This screen allows the customer to enter a "Shipping Address" and a "Shipping
Method".
Navajo Jean's uses major shippers like FEDEX, UPS, and we reserve the right to use any shipper for any particular order. We will always seek to ship at competitive rates.
The customer has the option of shipping either Ground, Two-Day Air, or Next Day Air. Nominally, Ground delivery is 3 to 5 days from pickup by the shipper to delivery,
and Air is as stipulated. But, since the definition of these services can modify slightly from time to time, we request that you access the UPS Company site (www.UPS.com) to
check the exact definition.
Again, please note that the Shipping Page has links for the customer to be able to review the Yahoo and Navajo Jeans Privacy Policies at any time.
Once the customer has entered this information, he/she may click the "Continue" button, which brings up the Payment Screen. The customer may also cancel the Order by
clicking on "Cancel".
After the customer has clicked on "Checkout", the Shipping Screen (below) appears. This screen allows the customer to enter a "Shipping Address" and a "Shipping
Method".
Navajo Jean's uses major shippers like FEDEX, UPS, and we reserve the right to use any shipper for any particular order. We will always seek to ship at competitive rates.
The customer has the option of shipping either Ground, Two-Day Air, or Next Day Air. Nominally, Ground delivery is 3 to 5 days from pickup by the shipper to delivery,
and Air is as stipulated. But, since the definition of these services can modify slightly from time to time, we request that you access the UPS Company site (www.UPS.com) to
check the exact definition.
Again, please note that the Shipping Page has links for the customer to be able to review the Yahoo and Navajo Jeans Privacy Policies at any time.
Once the customer has entered this information, he/she may click the "Continue" button, which brings up the Payment Screen. The customer may also cancel the Order by
clicking on "Cancel".
The Payment Screen (below) gives the customer the opportunity to enter the "Billing Address" and "Payment Method" information. If the "Billing Address" is the same as the
"Shipping Address", the customer may so note by clicking on the radio button and skip the entry of a second address.
Please note that we use the highest level of security on credit card information. This means that:
--- the credit card must be valid and in service,
--- the customer's name must be identical to that on the credit card,
--- the credit card number, obviously, must be identical,
--- the CV Number (at the end of the CC number) was be identical,
--- the billing address on the order must match the billing address on the card account,
--- and, the expiration date on the card must be later than the transaction date, and must be correct.
Otherwise, the card will be rejected.
We pass through ALL Shipping and Tax Costs to the customer, at cost. Our goal is to neither lose money on these costs, or make money, but to break even.
2.4.1 Estimated Shipping Costs
On this Screen, we will show you the estimated Shipping Costs. We believe that these costs may be very close to the actual costs, but will not know until we receive our
statements.
As a result, we reserve the right to levy an additional charge to the customer's credit card if the actual exceeds the estimated by more than $ 3. In no case would we levy a
charge that, in total, exceeded the actual shipping charge, per our shipper's published rates and our statement. If we levy an additional charge, it will be within 2 months of the
ship date, and we waive our rights to levy the charge after this time.
Conversely, if the estimated/billed shipping cost exceeds the actual cost by greater than $ 5, we will credit your account. If the over bill is greater than $ 7 for a given order,
you may request a refund. Otherwise, the over bill will be credited to your account, and you will have a year to apply it to a future purchase.
2.4.2 Sales Tax
State tax requirements on e-commerce sales are in a bit of a state of flux. Like many large companies, we collect sales tax for the Ship To address, and remit the funds to the
applicable state. We rely on Yahoo tax percent by state tables to compute this tax. If you believe we are using an inaccurate percent, please advise us by e-mail.
2.4.3 Other
The customer may also enter his e-mail address, which is highly recommended in the event we have an issue with the Order, and wish to communicate. Otherwise, we will rely
on the customer to be in touch if issues develop with the order.
Again, please note that the Payment Page has links for the customer to be able to review the Yahoo and Navajo Jeans Privacy Policies at any time.
Once the customer has entered this information, he/she may click the "Continue" button, which brings up the Review Screen. Or, the customer may cancel the Order by
clicking on "Cancel".
2.5 Review
The Review Screen (below) gives the customer the opportunity to review all aspects of the order before submitting it. At this point, the customer has the option to edit
the Order, or cancel the Order, or approve the Order for entry.
Clicking on the "Send Order" button will enter the Order into our system, and bring up a Confirmation Screen
The Review Screen (below) gives the customer the opportunity to review all aspects of the order before submitting it. At this point, the customer has the option to edit
the Order, or cancel the Order, or approve the Order for entry.
Clicking on the "Send Order" button will enter the Order into our system, and bring up a Confirmation Screen
2.6 Confirmation
After clicking on the Send button, the customer will receive a Confirmation Screen (below).
This is the customer's record of the transaction, and should be printed (or saved) for record keeping purposes.
Once an order is Confirmed, we do not accept order cancels.
After clicking on the Send button, the customer will receive a Confirmation Screen (below).
This is the customer's record of the transaction, and should be printed (or saved) for record keeping purposes.
Once an order is Confirmed, we do not accept order cancels.
3. Shipping
The delivery timing --- the time from order placement to order receipt by you --- of Cutter and Buck product (principally, Tops) depends upon whether or not it will
be embroidered. Unless a rush is requested, it normally takes 3-days for the product to be embroidered, after which it will be shipped. So, depending upon embroidery
and Shipping Method, the delivery timing on a Cutter product is from 2 to 9 days. Cutter product ships from Renton, WA (98055).
Reed product (Jeans and Bottoms) is usually same-day or within 1 day of the customer order. So delivery will depend upon the Shipping Method selected and where
you live. Nominally, the shipping time on Reed product will be from 2 to 8 days. Reed product ships from Tupelo, MS (38804).
We weigh all shipments so we can compute the approximate theoretical weight of the shipment and compare it to the actual weight.
The delivery timing --- the time from order placement to order receipt by you --- of Cutter and Buck product (principally, Tops) depends upon whether or not it will
be embroidered. Unless a rush is requested, it normally takes 3-days for the product to be embroidered, after which it will be shipped. So, depending upon embroidery
and Shipping Method, the delivery timing on a Cutter product is from 2 to 9 days. Cutter product ships from Renton, WA (98055).
Reed product (Jeans and Bottoms) is usually same-day or within 1 day of the customer order. So delivery will depend upon the Shipping Method selected and where
you live. Nominally, the shipping time on Reed product will be from 2 to 8 days. Reed product ships from Tupelo, MS (38804).
We weigh all shipments so we can compute the approximate theoretical weight of the shipment and compare it to the actual weight.
4. Returns Policy
By using the Site, customer agrees to the following Navajo Jeans Returns Policy.
4.1 Two-Week Window / First Quality Returns
The customer may return all or part of his Order for any reason within 2 weeks of the receipt date, subject to the following conditions:
a) The return must return ship to us within 14 days of receipt by the customer, as per all applicable proof-of-delivery documentation. For example, if a particular order
was received by the customer on February 1, then it must be return shipped by any major carrier by February 15. (The customer has the responsibility for proof of
shipping and delivery, and should keep and be able to produce copies of all applicable records.)
b) The customer must provide the following information in order to obtain a refund:
c) The customer is eligible for a refund which includes the cost of the item and the associated tax (hereafter, "full refund"). We do not refund shipping costs.
The customer is obliged to pay both outbound and inbound (return) shipping costs. We do not refund any shipping costs.
d) In order to receive a full product cost refund, the product must be unworn, fully tagged / bagged, re-stockable, and able to be resold (legally) as a first quality
product.
e) If the product is received in non-first quality condition, Navajo Jeans reserves the right to treat the Return according to the terms and conditions of Paragraph 4.3
below. Navajo Jeans will be the sole determiner of the condition of returned product.
See Contact page to see where to return goods; different product types have different return locations since we use multiple suppliers.
4.2 After the Two-Week Window
After two weeks, and within 6 months of purchase, the customer may return a product only for defects in workmanship or materials. In order to return a defective
product, the customer must obtain a Return Authorization Number (RAN) from Navajo Jeans Inc. This may be accomplished by sending an e-mail to our Customer
Service Department (See Contact), with the following information:
Upon receipt, Navajo Jeans will issue a Return Authorization Number (RAN).
Once a RAN is obtained, the customer should enclose a copy of the RAN e-mail or letter containing the above information and the RA Number, and ship the product to
the appropriate return location.
We will not process a return request claim unless a RAN is requested, issued, and attached to the product. If we receive a claims shipment from a customer requesting
defect refunds without a RAN, all such product becomes the property of Navajo Jeans, without recourse by the customer. We reserve the right to either donate such
product to charity (after cleaning) or destroy the product. Refunds will not be offered for returned product that is not accompanied with a Return Authorization, and
customer agrees that Navajo Jeans has no obligation to do so.
4.3 Defective and Non-First-Quality Returns
We will assess a returned product for defect in workmanship and material, and make a determination as to the validity of claim. We do not consider normal wear and
tear a valid reason for a return. In addition, we do not consider unusually rough handling, including harsh laundering, a valid reason for a return. And, finally
we will view garments which have been mutilated in any way as not eligible for refund.
Navajo Jeans will be the sole determiner of the validity of a defect claim. Our commitment to the customer is to be fair and reasonable.
If we find the claim valid, we will issue a full refund to the customer. A full refund is defined as the purchase price of the product on the customer's order + any
applicable taxes. We do not refund the cost of outbound (from us) or return (to us) shipping.
If we find the claim only partially valid, we will issue a refund that ranges from $ 5 (per item) to a full refund. Navajo Jeans will be the sole determiner of the validity of
the claim and the determination of the refund value. Our commitment to the customer is to be fair and reasonable.
4.4 Return Claim Rejections
If we totally reject a Return Claim, we will ask the customer via e-mail what he/she would like us to do with the product. The customer will have 2 weeks following the
request for instructions in which to provide them. If we do not receive instructions within a two week window, the product will become the property of Navajo Jeans
Inc., and we will denote the product to charity or we will destroy it.
4.5 Waiver of Two-Week Window Requirement on Christmas/Holiday Purchases
Any goods that are purchased in from December 1st to December 25th of the year may be returned up until January 15 of the new year without a Return Authorization.
These goods must meet all of the other conditions of a Two-Week Window return (Paragraph 4.1) in order to receive a full refund.
Any such goods that are received in a non-first-quality condition will be handed in accordance with the terms of Paragraph 4.3, above.
By using the Site, customer agrees to the following Navajo Jeans Returns Policy.
4.1 Two-Week Window / First Quality Returns
The customer may return all or part of his Order for any reason within 2 weeks of the receipt date, subject to the following conditions:
a) The return must return ship to us within 14 days of receipt by the customer, as per all applicable proof-of-delivery documentation. For example, if a particular order
was received by the customer on February 1, then it must be return shipped by any major carrier by February 15. (The customer has the responsibility for proof of
shipping and delivery, and should keep and be able to produce copies of all applicable records.)
b) The customer must provide the following information in order to obtain a refund:
- customer name
- customer address
- order number
- product number or name (color, decoration, & size are useful)
- reason for return
- request for refund or exchange (which option do you wish ?)
- e-mail address (or mailing address)
c) The customer is eligible for a refund which includes the cost of the item and the associated tax (hereafter, "full refund"). We do not refund shipping costs.
The customer is obliged to pay both outbound and inbound (return) shipping costs. We do not refund any shipping costs.
d) In order to receive a full product cost refund, the product must be unworn, fully tagged / bagged, re-stockable, and able to be resold (legally) as a first quality
product.
e) If the product is received in non-first quality condition, Navajo Jeans reserves the right to treat the Return according to the terms and conditions of Paragraph 4.3
below. Navajo Jeans will be the sole determiner of the condition of returned product.
See Contact page to see where to return goods; different product types have different return locations since we use multiple suppliers.
4.2 After the Two-Week Window
After two weeks, and within 6 months of purchase, the customer may return a product only for defects in workmanship or materials. In order to return a defective
product, the customer must obtain a Return Authorization Number (RAN) from Navajo Jeans Inc. This may be accomplished by sending an e-mail to our Customer
Service Department (See Contact), with the following information:
- customer name
- customer address
- order number
- product number or name (color, decoration, & size are useful)
- price paid
- statement of defect
- e-mail address (or mailing address)
Upon receipt, Navajo Jeans will issue a Return Authorization Number (RAN).
Once a RAN is obtained, the customer should enclose a copy of the RAN e-mail or letter containing the above information and the RA Number, and ship the product to
the appropriate return location.
We will not process a return request claim unless a RAN is requested, issued, and attached to the product. If we receive a claims shipment from a customer requesting
defect refunds without a RAN, all such product becomes the property of Navajo Jeans, without recourse by the customer. We reserve the right to either donate such
product to charity (after cleaning) or destroy the product. Refunds will not be offered for returned product that is not accompanied with a Return Authorization, and
customer agrees that Navajo Jeans has no obligation to do so.
4.3 Defective and Non-First-Quality Returns
We will assess a returned product for defect in workmanship and material, and make a determination as to the validity of claim. We do not consider normal wear and
tear a valid reason for a return. In addition, we do not consider unusually rough handling, including harsh laundering, a valid reason for a return. And, finally
we will view garments which have been mutilated in any way as not eligible for refund.
Navajo Jeans will be the sole determiner of the validity of a defect claim. Our commitment to the customer is to be fair and reasonable.
If we find the claim valid, we will issue a full refund to the customer. A full refund is defined as the purchase price of the product on the customer's order + any
applicable taxes. We do not refund the cost of outbound (from us) or return (to us) shipping.
If we find the claim only partially valid, we will issue a refund that ranges from $ 5 (per item) to a full refund. Navajo Jeans will be the sole determiner of the validity of
the claim and the determination of the refund value. Our commitment to the customer is to be fair and reasonable.
4.4 Return Claim Rejections
If we totally reject a Return Claim, we will ask the customer via e-mail what he/she would like us to do with the product. The customer will have 2 weeks following the
request for instructions in which to provide them. If we do not receive instructions within a two week window, the product will become the property of Navajo Jeans
Inc., and we will denote the product to charity or we will destroy it.
4.5 Waiver of Two-Week Window Requirement on Christmas/Holiday Purchases
Any goods that are purchased in from December 1st to December 25th of the year may be returned up until January 15 of the new year without a Return Authorization.
These goods must meet all of the other conditions of a Two-Week Window return (Paragraph 4.1) in order to receive a full refund.
Any such goods that are received in a non-first-quality condition will be handed in accordance with the terms of Paragraph 4.3, above.
5. Delivery Policy
By using the Site, customer agrees to the following Navajo Jeans Delivery Policy.
5.1 Delivery by Navajo Jeans
We use UPS, FEDEX, and other major Shippers, as needed and as determined by us, to deliver customer orders. We require that the Shipper track the order and
obtain an appropriate signature at the customer's address when the order is delivered.
We pass ALL shipping charges, related to an order, to the customer. The only exception to this rule is, if we mis-ship an order, we will pay the cost of shipping the
return and re-shipping the order, as entered.
5.2 Tracking Number
We require that our Shipper provide Navajo Jeans a Tracking Number, and we will provide this number to the customer.
5.3 Failure to Deliver
Our Shipper will attempt to deliver the order per the Shipper's specific policies. Typically this will involve one or more attempts to physically deliver the order.
If the Shipper has been unsuccessful in delivering the order after their policy number of attempts, they will return the order to Navajo Jeans, and may charge us for the
return shipment. If we are charged for the return shipment, we will bill the return shipment cost for the order to the customer.
5.4 Waiver of Signature
If the customer, or any person at the customer address, signs for the order delivery, ownership transfer of the order takes place at the time of the acquisition of the
signature by the Shipper.
If the customer has waived delivery signature with either Navajo Jeans or the Shipper, ownership transfer from Navajo Jeans to the customer takes place at the time and
place of delivery of the order by the Shipper.
Navajo Jeans specifically has no responsibility to replace or reimburse the customer for lost or misappropriated shipments. Navajo Jean's only obligation in the case of
missing order deliveries is to provide the Shippers Tracking Number, and make reasonable efforts to determine the track of the shipment.
5.5 Redelivery
If an order is returned to Navajo Jeans because it cannot be delivered, we will redeliver the order on request at the customer's expense. The customer must initiate the
redelivery process by e-mailing or calling us and authorizing redelivery.
If we have not received a redelivery authorization within 2 weeks, we will automatically return the product to stock and credit the customer's credit card account for the
price of the product.
By using the Site, customer agrees to the following Navajo Jeans Delivery Policy.
5.1 Delivery by Navajo Jeans
We use UPS, FEDEX, and other major Shippers, as needed and as determined by us, to deliver customer orders. We require that the Shipper track the order and
obtain an appropriate signature at the customer's address when the order is delivered.
We pass ALL shipping charges, related to an order, to the customer. The only exception to this rule is, if we mis-ship an order, we will pay the cost of shipping the
return and re-shipping the order, as entered.
5.2 Tracking Number
We require that our Shipper provide Navajo Jeans a Tracking Number, and we will provide this number to the customer.
5.3 Failure to Deliver
Our Shipper will attempt to deliver the order per the Shipper's specific policies. Typically this will involve one or more attempts to physically deliver the order.
If the Shipper has been unsuccessful in delivering the order after their policy number of attempts, they will return the order to Navajo Jeans, and may charge us for the
return shipment. If we are charged for the return shipment, we will bill the return shipment cost for the order to the customer.
5.4 Waiver of Signature
If the customer, or any person at the customer address, signs for the order delivery, ownership transfer of the order takes place at the time of the acquisition of the
signature by the Shipper.
If the customer has waived delivery signature with either Navajo Jeans or the Shipper, ownership transfer from Navajo Jeans to the customer takes place at the time and
place of delivery of the order by the Shipper.
Navajo Jeans specifically has no responsibility to replace or reimburse the customer for lost or misappropriated shipments. Navajo Jean's only obligation in the case of
missing order deliveries is to provide the Shippers Tracking Number, and make reasonable efforts to determine the track of the shipment.
5.5 Redelivery
If an order is returned to Navajo Jeans because it cannot be delivered, we will redeliver the order on request at the customer's expense. The customer must initiate the
redelivery process by e-mailing or calling us and authorizing redelivery.
If we have not received a redelivery authorization within 2 weeks, we will automatically return the product to stock and credit the customer's credit card account for the
price of the product.