Customer Service

 

Billing

The Penn State Elms Collection accepts Visa, MasterCard, American Express and Discover for payment of orders. When entering in your billing information at checkout please be sure the address you enter for your billing information is the address that matches your credit card billing information including street address, city, state and five-digit zip code. A miss-match of your billing address may cause your credit card to be declined.

 

Shipping
 
The product price of all Elms Collection items includes shipping and handling charges for the continental U.S. For shipping outside the continental U.S. please contact us for more information. Larger furniture items will be shipped with a White Glove furniture delivery service while smaller items will be shipped via UPS or USPS. Since the majority of the Elms Collection items are made as ordered there will be some lead time before shipment. This will vary depending on the product, please see the individual product description for the product lead time. Any items that are custom made must be charged before production can begin on the items.

Please feel free to call our toll free number 1-877-778-7467 or email 
pselmscollection@psu.edu if you have any questions or concerns about delivery. Our staff will be happy to assist you. 

For any items damaged in shipment please contact us immediately.
 
 
Returns and Exchanges
 
We take great pride in the Penn State Elms Collection being high quality, heirloom pieces. If for any reason you are not satisfied with your purchase, please contact us so that we can work with you to correct any issues.
 
Returns and Exchanges on Non-Furniture Items
Items in original condition may be returned within 60 days of the date of purchase for a full refund. After 60 days from the date of purchase the item may only be returned as an exchange for a store credit. Since the majority of our items come directly from the manufacture to you, please contact us before sending in any exchanges or returns so that we can ensure they are delivered correctly. For any return or exchange items, the customer is responsible for the cost of return shipping. If an exchange is required, there will be no additional shipping fee charged to ship the replacement item.Please Note—Any diploma frames where your diploma is mounted into the frame by our framing company partner are non-returnable and non-refundable since they are considered a personalized item.
 
Return and Exchanges on Furniture
If a return or exchange is required for a custom made furniture item, please contact us so that we can work through this on a case by case basis with you. These items are not easily shipped so we will work on an individual basis to provide the best solution to any issues that may arise.
 
 
Cancelation of Orders
 
Gift Items
Orders of gift items may be canceled at any time. If the item has already shipped, the customer is responsible for returning the unwanted item as we are not always able to stop an item once it is in transit.For any diploma frames orders where the diploma is mounted into the frame by our framing company partner cannot be canceled once you have submitted your diploma for framing due to the custom nature of the product.
 
Furniture Items
Orders of furniture items may be canceled within two weeks from the order date at no charge. After two weeks, the order may be subject to a cancelation fee of $100 depending on if manufacturing of the piece was started. 

 

 

 

 

 

 

 

 

 

 




 

 







 

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