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 WE ARE PLEASED TO OFFER FREE SHIPPING ON U.S. ORDERS OVER $50! SEE BELOW FOR DETAILS. Damages
Museum Source DOA Policy does not cover any physical damage that your product may incur in transit. Be assured that we pack items carefully and adequately for normal shipping conditions. If you receive a product that is damaged in transit, follow these instructions:
- Note any damages on the receipt
- Refuse the shipment (if possible) so that it is returned to Museum Source for freight claim processing. For partially damaged shipments or concealed damage, note damage on receipt and refuse damaged item if possible. Damage claims are the responsibility of the consignee. The shipping cartons, packing and content should be retained in the same condition as received.
Discrepancies
Upon receipt of merchandise, you have three (3) business days to fax or use any other overnight method to reply in writing regarding any discrepancies.
Refused Orders
Customers will be responsible for a 20% Returns Processing Charge for refused orders in addition to all freight charges that we incur. No future orders will be shipped unless this charge is paid.
Lost Shipments
You will be e-mailed your USPS tracking number shortly after placing your order. Track your shipment online at USPS.com. If it has been lost, please contact us.
Shipping Charges/Free Shipping
We offer free standard shipping to the United States, including Alaska and Hawaii for orders over $50. However, large, heavy or bulky items such as globes may not be eligible for standard shipping and may incur significantly higher freight charges than are shown. We endeavor to provide you with the lowest shipping charges possible. Please contact your Museum Source Customer Service Representative for more information through the “Contact Us” section of this website.
Backorders
All orders not in stock at time of order will be placed on back order unless purchase order specifies otherwise. Backorders will automatically be filled as the product becomes available. You will be notified only if your backorder has been outstanding for more than (4) weeks.
Do you ship internationally?
We do ship internationally, but free shipping does not apply to international orders.
Has my order shipped?
You can check the status of your order by clicking the "My Account" button at the top of the page. Once you are in the "My Account" page you will see all your recent orders. On the right side of the order, you will see its status.
Pending Your payment is pending. This status is used when payment information was received, but the payment has not yet been processed.
Processed
Your payment has been received and the order is being processed for shipment.
Shipped
Your order has been shipped. Please note that if an item is on backorder and we shipped a partial order, it will still show as shipped. We will contact you before we place an item on backorder.
When will my backorder arrive?
Backordered items will be shipped as soon as they are received by our warehouse. You will be contacted when you have placed an order for an item that we can not ship within 48-hours Monday through Friday. At that time, you will have a choice to either cancel the item or place it on backorder. We will also give you an estimate of when the item should be received by our warehouse.
My order never arrived.
If you have not received your order in the expected time period, check the tracking information on the shipment. All shipments are shipped using signature confirmation. If it shows it was delivered and you have not received the package, please e-mail our customer service department through the “Contact Us” section of this website. Please be sure to include the order number. If the shipment is still showing a "processed" status and it has been longer than 2 business days since you placed the order, check your e-mail for either a backorder notice or question regarding the order. If you haven't gotten an e-mail from us or if you still have questions about the order, e-mail our customer service department through the “Contact Us” section of this website.
How do I cancel my order/item?
Orders may be canceled within 30 minutes of placing them. To cancel an order, you must send an e-mail through the “Contact Us” section of this website. Please be sure to include the order number and write cancel in the subject line. You will also have to option of canceling individual items when notified that they must be placed on backorder due to lack of stock.
Items/parts are missing from my shipment or I received the wrong items.
All shipments are double checked before shipping. First, check the shipment tracking details for you order under the "My Account" section. At certain times we will ship orders in more than one box. If you have received all the boxes for your shipment and there are still items missing or you received the wrong items, you must send an e-mail through the “Contact Us” section of this website within 48 hours of receiving the last box. You must include in that e-mail, the order number and detailed description of what was missing or incorrect. In the case of missing items, we will do an internal audit and confirm if the item was shipped or not.
How much is my shipping?
We offer free shipping on all orders sent to the United States, including Alaska and Hawaii. Orders under $50 incur an $8 shipping charge. Please see the Shipping Charges/Free Shipping section above for further details about oversized items. Shipping charges are shown during checkout. If you are curious what the shipping charges would be on the items you have selected in your cart, login or create an account and proceed to checkout. Make sure you do not process your order before you are ready. Once you hit the process order button, the order is sent to the warehouse. In the rare event that there is a problem with your shipping charges, we will contact you prior to shipping the order. In no case will we ever charge you more than your actual shipping charges to send an order if your order ships internationally.
When will my order ship?
Orders generally ship within 72 hours for in-stock items. Special order or custom items may take longer. We will notify you of delayed ship times. Please note that our warehouse ships only on Monday thru Friday and does not offer Saturday delivery. If an item or order is placed on backorder, the order will ship out as soon as the product is received by our warehouse.
Returns
How do I return my product?
Before you return any product, you must get a RMA number. If you have not received your RMA number or have any questions, please e-mail our customer service department through the “Contact Us” section of this website.
Pricing and Billing
When will my card be charged?
Your card will be authorized the moment you process your order; however, we will not charge your card until the day your order ships. If your order shows a pending status, that means your card has not yet been charged since the order is still being processed. If you have any questions, please e-mail our customer service department through the “Contact Us” section of this website.
I have a question about my charges.
If you have any questions about the charges placed on your credit card, or would like us to review your record, please e-mail our customer service department through the “Contact Us” section of this website.
Do I have to pay sales tax?
No. We are located in Anchorage, Alaska which does not have sales tax. Cool, huh?
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