Click these links to immediately view information on any of the following:
Hours of Operation
Ordering Information
Discounts / Wholesale
Pricing and Availability / Pricing Structure
Sales Tax
Payment Information
Order Processing
Shipping Information
Return / Cancellation Policy
Privacy / Security Assurance
Our Company
Hours of Operation
We are an online business located on the east coast of the United States in Jacksonville, Florida. While we have no retail store for our customers to visit, we are generally available for customer phone service from 8:00 am - 7:00 pm EST Monday through Thursday and 8:00 am - 5:00 pm EST Friday. Any office closings (such as those for holidays) that will impact customer service availability are announced at the top of the home page the week prior to the event.
If you don't get an answer -
Occasionally when you call, we may be tied up on all lines with other customers and if that is the case, you will get our voice mail. This is especially likely to occur after 5:00pm EST, when we are down to just one person answering the phone or over the weekend when our office is officially closed. Please leave us a message and we will return your call as soon as possible - often within just a few minutes. For emails, particularly those that come in over the weekend, please allow a 24-hour response time. Typically, you will receive a reply much sooner than that but we can't always anticipate what may impact the possibility of a more immediate response.
Ordering Information
We have 4 convenient ways to order and there are no minimum requirements!
1. Order from our webpage
You will have an option to call in your credit card number or pay by check if you do not wish to enter your credit card number online.
2. Phone in your order to 1-888-rat-tail (1-888-728-8245) or 904-683-4123
3. Click here to download the order form to FAX. You may fill out the form and fax it to us at 866-354-6896 or mail it to:
La Stella Celeste, Inc.
8132 Renault Drive South
Jacksonville, FL 32244
For fax orders, if you don't receive an e-mail confirmation within 1 business day, please call to confirm that we received it.
4. Click here to e-mail your order. Please don't e-mail credit card numbers. Just indicate whether you'd like us to call for your payment information or whether you'd like us to send you a PayPal invoice.
Discounts / Wholesale
We sell to individuals and businesses alike and have no minimum order requirement. We try our best to keep costs low and affordable for our customers with many of our products being sold as close to wholesale prices as possible (and even below in some instances!). We provide an additional cost break by means of giving quantity discounts on a number of our products (just click on the picture of the item you desire to see if it has quantity discount availability). We also provide sales specials frequently plus we periodically provide additional discount coupons through our email newsletters for those customers who have signed up to receive them.
Pricing and Availability / Pricing Structure Price and availability of products are subject to change at any time without notice. While we strive to be as accurate as possible, all merchandise measurements are approximate. In the event that a product is listed with an inaccurate price or inaccurate product information due to clerical / typographical error, error in pricing, or error in product info provided to us, we reserve the right to cancel the order for any product with such errors. Although we do our best to keep items in stock, there are times when we may be temporarily out of an item and it must be placed on backorder (meaning that it must be sent from the manufacturer to us before we can then send it to you). While a number of our items display an available quantity for you before you make a selection, some high-demand products do not display this information and may be subject to backorder. If it is critical to your project that no item be placed on backorder then either make a notation in the comments section of your order or contact us before placing the order to verify availability of the product you are concerned about. A note about our pricing structure: In order to provide the largest selection of satin cord and related products, we obtain our products from many different sources. In some cases, we manage to obtain a bulk sale purchase of a few items, and in that case, we pass the savings on to you by lowering the price of those particular items. In other cases, we add some additional colors just to increase your selection choices, but the additional colors come from a different supplier at a higher cost to us. Rather than raising the price on all of our items to keep the pricing consistent, we sell the items at the same profit margin to keep the prices as consistently low as possible for our customers. You may notice that for some similar items, such as twisted cord necklaces, some colors have nice quantity discounts and some don't. Likewise, on the nylon satin cord, the 200-yard spools are $9.95 and some of the 144-yard spools are also $9.95. We hope that you will appreciate the savings that we are able to pass on to you whenever possible, and we also appreciate your understanding that we can't always give the same across-the-board discounts on all items.
Sales Tax There is no sales tax added to your order unless you are a resident of our state, Florida. By state law, all Florida residents must pay a 7% sales tax unless you are a Florida business requesting tax-exempt status. To receive tax exempt status, please fax a copy of your Florida tax id to us at 866-354-6896, and create an account. We will set your account up as tax-exempt and when you login to make your purchase, you will not be charged Florida sales tax.
Payment Information
Credit Cards - We accept Visa, Mastercard, Discover and American Express on our webpage which is secure. If you would prefer to place your order online and then phone or fax in a credit card number, just select the option to call us with your credit number and after you complete the checkout, give us a call (888-728-8245 or 904-683-4123) or send your number by fax (866-354-6896). The bill will appear on your credit card statement as The Satin Cord Store or robin@satincord.com
A note about credit card payments: Credit card companies will put a temporary authorization on your card when you attempt to make
a credit card payment. For some companies, this authorization will appear whether the card payment is
successful or declined. Therefore, if you have one declined charge and one successful charge, you may see two charges temporarily on your
credit card if you check your card account info online. This temporary authorization will expire in a day or two and your card will NOT actually be charged for both. If you have any doubt, please
contact us if you want to confirm that you were only charged one time for your order, but in most cases, the temporary authorization will expire in a day or two.
Other Methods - We also accept PayPal payments, personal checks and money orders. If you would like to place your order online but pay by check, just select the 'Check' option in the payment section. You will be asked to fill in a check number. Please make checks payable to La Stella Celeste, Inc. and mail to the address above along with a printed copy of your order. For check orders, if we haven't yet become acquainted with you, we will wait till your check clears before shipping your package. Return customers in good standing will have your package shipped upon receipt of your check. Purchase Orders - We accept purchase orders from approved institutions. Please call for approval.
Order Processing
Most orders are processed within 1 - 3 business days (barring any unforeseen circumstances that may disrupt normal business operations) and in the order in which we received them. Custom orders may take longer, particularly if it is a large volume order. Orders placed when the office is closed (such as for holidays, weekends, or temporary closures) will be processed as quickly as possible when the office re-opens and in the order that they were received.
Shipping Information
General Shipping Info - Typically, most orders are ready to ship within 1 - 3 business days after receiving them (when processing is complete). The time it takes to ship a package once it is ready to send depends on the shipping method selected. When selecting your shipping method, please take into account that shipping time is in addition to the time it takes to process the order. We use both the US Postal Service and UPS and typically these mailing services pick up our packages each day at 4:00 pm EST. Therefore, if you select an expedited shipping method and the timing is critical, please call to ensure that your order can be sent out the same day. Any office closings (such as those for holidays) that will impact customer service and shipping availability are announced at the top of the home page the week prior to the event.
Estimated Delivery Schedule - See shipping selection page at checkout for UPS delivery info (click on UPS icon to pull up ground transit map). For US mail, the following shipping times are estimations only and are NOT guaranteed by the US Post Office nor ourselves. Typically, first class takes approximately 5-10 days, Priority Mail takes approximately 3-4 days, and Express Mail takes approximately 2-3 days. Again, these are estimated timeframes to aid you in your shipping method selection and are in no way a guarantee of delivery times.
Expedited Shipping - If you place an order with a time constraint, please call to ensure that we can get it out the same day. Please note that if the desired day of delivery falls on a US postal holiday (or UPS postal holiday), even expedited shipping will NOT be delivered by these agencies until their next regular mail day. International Shipping - Please click the International Orders link above in the tool bar at the top of the page and read our international shipping policy for your country. Please note that we can only control the timing of when a package is shipped from our store and have no influence (beyond the shipping method selected) in regards to a guaranteed delivery time or your country's custom office and their regulations. Express Mail International is the only shipping method that has tracking information and capabilities for international packages. To repeat: If you do not have your order shipped by Express Mail, we can not track your package. If for any reason, you feel your package has been unusually delayed, please contact your custom's office first as we have found that to be typically where most delays occur. Please note that we ship packages overseas on a daily basis and hope to keep doing so for a long time, therefore, we appreciate not being asked to misrepresent the value or contents of your package. We adhere strictly to this policy and will not make any exceptions. To break that policy would place our company in a situation that could cause us both legal violation fines and revoke our rights to export to your country.
Shipping Costs - The shipping options available for your shipping destination, along with the associated cost, will be displayed during the checkout process before you enter your credit card/payment method, allowing you to choose the shipping option/cost most appropriate for your needs. Please note that the weight of the items being shipped, as well as the package's destination, directly impacts the shipping cost. Rolls of cord are fairly heavy and unfortunately, heavy items cost more to ship than light items. For example, one roll of boxed nylon satin cord weighs well over 1 lb but not quite 2 lbs, however, it is rounded up to 2 lbs for shipping calculation purposes. This rounding up to the next whole number is both a UPS and USPS standard rule and not one of ours, therefore we must comply accordingly. We do our best to keep shipping costs down, and if we can, we will fit your shipment into a flat-rate box to save you a little money. If you are charged excessively more for shipping than it actually costs us to ship, we will issue a refund.
Return / Cancellation Policy
Please call or e-mail for an RMA (return merchandise authorization) number before sending items back to us. We accept returns for refunds and exchanges on most items except for custom-cut lengths of cord, custom-made necklaces and a few other items (such as clearance items), for up to 60 days after shipping your order. Items must be returned unused, intact (in good condition) and in their original packaging. Any defective items MUST be reported and returned within 60 days of shipping to receive a replacement item. Items returned beyond the 60-day window can only be exchanged for other items we carry, no refunds are available beyond the 60-day window. No exchanges are accepted/allowed beyond 180 days from the date the order was shipped as all sales are final at this point. Shipping fees are non-refundable.
Please be sure to include a copy of your invoice/sales receipt inside the return package along with the action you are requesting take place and write the RMA# on the outside of the package so it can be directed to our returns department. The customer is responsible for postage on all return packages. If an error on our part necessitates an exchange of items, we will ship the replacing items at our cost for regular delivery (this does not include a request to expedite the package such as an overnight shipment) otherwise, shipping expenses are charged to the customer. We are not responsible for lost packages on returns, therefore, we suggest that you insure your return package for the full value of the merchandise inside as your protection against loss.
Please note there will be a 20% restocking fee / surcharge under the following conditions: 1. Returns of more than three items, 2. Items that have to be repackaged or are damaged and cannot be resold as originally sent (such as returned items possessing cigarette odor), 3. For orders returned without contacting us first and receiving an RMA number, 4. For cancelled custom orders including custom-cut lengths of cord or necklaces in which the cord has already been cut in preparation for assembly, and 5. For items returned AFTER their return window has expired such as when returning items from a recent order but adding in "expired" items (older than 60 days on refunds or 180 days on exchanges) from a past order as part of the recent order's return.
Timeliness of Refund/Exchange Processing - Due to time constraints of daily business operations, refunds/exchanges for returned items are generally processed only once per week so if your returned item(s) arrived on a day after that processing day, your refund/exchange will not occur until the following week. However, at times when daily operations increase and become more hectic, refund/exchange processing may take longer - especially during holiday seasons - and could possibly take as long as 3-4 weeks to be resolved. Please do not worry, we have not forgotten about your return. We extend no less than a 60 day window for your return, we politely request the same amount of time to process the refund/exchange.
For cancelled orders, we stop the processing of your order immediately once you have notified us of your intent to cancel. If you already paid for your order, you will receive a refund for the full amount (provided it does not fall into the category #4 noted above concerning the 20% surcharge). If you paid by credit card or paypal, our ordering system will not allow a refund until at least one day has passed from the placement of the order as the funds have not yet been officially collected, therefore, it can take several days from the cancellation of the order before you actually see the refund return to your card/account. Also, please keep in mind that while refunds for cancellations are processed as quickly as possible, most refunds are processed once per week so it may take several days before your refund is enacted.
If there is a problem with your order, we will do our best to fix it for you, so please contact us and allow us the opportunity to do so.
Privacy / Security Assurance
Our website uses Authorize.net to provide the highest level of transaction processing security, safeguarding customer information and combating fraud. Also, we have an opt-in e-mail list protected through SafeScribe for which you have the option to sign up and which you may opt out at any time. We take your privacy very seriously and won't in any way give, share or sell any of your personal or financial information. We hate spam as much as everyone else and absolutely won't do anything to contribute to it.
Our Company
The Satin Cord Store is a division of La Stella Celeste, Inc.
Based in Jacksonville, FL on the east coast of the United States, we are an online store that ships worldwide to our customers. Globally, we have the largest selection of satin cord colors available in one location and are happy to supply our customers with all their satin cord needs. We have been listed in several craft books and websites by well-known knotting artists such as Suzen Millodot, Becky Meverden, and Kim Sang Lan as their main resource for the satin cord used in their projects. We appreciate our customers and make every effort to ensure that their experience with our company is a successful and pleasant one. |