Customer Service

Holiday Ordering Information

Elms Collection items are custom made and require production time before shipping. Please see the individual product pages for holiday ordering deadlines. 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.

The Penn State Alumni Association and The Elms Collection office follow  the same holiday schedule as Penn State. Our office will be closed and observing the following dates: 

  • November 23 and 24, 2017 (Thursday and Friday) – Penn State is closed. Orders can be placed on line and will be processed on Monday, November 27.
  • December 21, 2017 (Thursday) – Last day Penn State is open for 2017. Customer Service for the Elms Collection will close at noon. Voicemail for the store will reflect winter break closure information and state that any returns or other issues will be addressed after January 2, 2018, when Penn State re-opens. Any orders placed after 11am on December 21, 2017, will be processed on January 2, 2018.
  • December 22, 2017-January 1, 2018 – All Penn State offices are closed for winter break. Orders can be placed on line and will be processed on January 2, 2018.
  • January 2, 2018 (Tuesday) – Penn State and the Alumni Association offices re-open.

Billing

The Elms Collection pieces are limited to the wood supply on hand. As Elm yellows disease is stabilizing on campus, we are becoming limited in our supply of wood. Once your piece is ordered, we will work with the manufacturer to confirm the availability of wood for your piece and provide you updates about your order. Please note that your credit card will not be charged until we verify that we are able to produce your piece.

We accept Visa, MasterCard, American Express and Discover for payment of orders. When entering 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. The lead time will vary depending on the product. Please see the individual product description page 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 manufacturer 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—diploma frames that were custom fitted with a diploma, 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.
 
 
Cancellation of Orders
 
Gift Items
Gift item orders may be cancelled at any time. If the item has already shipped, the customer is responsible for returning the unwanted item. For any return or exchange item, the customer is responsible for the cost of return shipping. If an exchange is required, there will be no additional shipping fees charged to ship the replacement item.
 
Furniture Items
Orders of furniture items may be cancelled within two weeks from the order date at no charge. After two weeks, the order may be subject to a cancellation fee of $100, dependent upon the manufacturing stage of the piece.