Answers:
I need advice or an appraisal. Can you
help me?
Due to the high volume of e-mails we receive each day, we
regret that we cannot offer assistance with these requests. However, we
can recommend a FREE service called Ask
The Experts, an online site with over 160 antiques and collectibles dealers
who donate their time to help buyers and collectors with their questions.
You might also want to take a look at our Research
Help page for more referrals. Or, if you'd prefer to do your own research, take a look at our antiques and
collectibles Book Recommendations.
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I
need help finding something. Can you help me?
Possibly, but it depends on several factors. Please see our
Custom Searches page for more information on
this topic.
Can I make you an offer?
Absolutely. We may not always accept your offers, but we are open to hearing them. As market demand for most items fluctuates frequently, prices do too.
With hundreds of items listed, it's difficult for us to keep up with these constant changes. If you think an item is priced too LOW,
by all means jump right in and buy it! But, if you think the price could be better, please
write to us
with a specific Dollar amount offer. It never hurts to ask. Item prices
and postage quotes are subject to change without prior notice.
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Can I combine items into one
shipment?
Yes! After you submit your order through the shopping cart and pay by credit
card through PayPal, we will pack your items and determine the safest way to combine
them for shipment. As our shopping cart charges postage for EACH ITEM
ordered, we will manually calculate the reduced shipping cost and credit your
PayPal account for the difference, if any. For example, let's say you buy 3 items
with individual shipping costs of $5, $10 and $8, for a total of $20. You
will be charged $20 shipping when you pay for your order, but we will provide a
refund based on the combined shipping costs.... probably between $5 to $10 in
this example. Combined shipping of more than two items is almost always
less (average of 25%) than the cost to mail the items separately, so you
will probably receive a shipping refund if you buy more than one item. If you'd like
to know the combined shipping cost before you place an order, please feel free
to
e-mail us for a quote.
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How do I place an order?
If you live in the continental United States and want to pay by credit card,
please use our PayPal shopping cart. If you would prefer to pay by check,
US Postal Money Order, you can place an
order by using the Manual Order Form, or by
sending us an e-mail with a list of the items you want to buy. To
request a layaway, use the Manual Order Form.
We will hold items pending receipt of mailed payments for 10 DAYS. The Sale
Pending hold status will be removed on the 11th day, and item(s) not paid for by
that time will be returned to the shop. In most cases, we will confirm
receipt of your order and/or payment within 1 business day, and ship within 2
business days. If you mail us a check or Money Order, it must be
made payable to us personally (not the business name). Because
over 95% of our orders are made online by credit card, we do not have a separate
business bank account. Payments made payable to Trojan Horse Antiques will
be returned, as we cannot cash them. Items listed for sale should be
assumed to be one, unless the listing specifically states that multiple
quantities are available. We do not ship
outside the USA.
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How
are items packed?
We take great care in packing your purchases
so they arrive safely. Everything that leaves here is protected with
plastic, bubble wrap and/or floated in a bed of styrofoam peanuts. You
will never receive an item wrapped in newspaper like yesterday's garbage!
Items that are especially fragile or of high insurance value will also be
double-boxed as necessary. We generally use recycled boxes to help reduce
shipping costs, but they are always sturdy and of the appropriate size to
protect the contents. Large items, and those with special packing needs,
may be sent to a professional packing/crating service..
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Can I put items on layaway?
We are happy to offer layaway terms of 2 months on
purchases over $50, 4
months over $150, and 6 months over $250. A 20% deposit is required within 10
days of the order to hold the item, with equal payments over the
remaining months. As we are committing to hold items for long periods of time,
layaway payments are NOT refundable for any reason. However, payments may
be converted to store credit if the layaway is canceled or cannot be completed.
The maximum layaway period is six months. If full payment is not received
within 6 months, payments will be converted to store credit, and the item(s)
will be put back up for sale on the website. No layaways on items under $50.
Discounts, sales and special promotion pricing is not available on layaway
items. Layaways cannot be processed through the shopping cart feature.
We do not send payment reminders, so please make note of your
layaway payment due dates and remit them accordingly. Use the
Manual Order Form for layaway purchases, or
feel free to
e-mail us your order.
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What is your return policy?
Due to the nature of the antiques and collectibles business, nearly everything we sell is in used condition,
with the exception of
most of our collectible Barbies. As with most physical "brick-and-mortar" antique shops, items are sold
AS IS and all sales are final.
Please read the descriptions carefully, take a good look at the photos, and ask
questions before placing an order. We do our best to describe each item carefully,
so you'll know exactly what you are buying
before you place an order. If you'd like to see additional photos, or need
a more detailed description of any item before placing an order, please
e-mail
us your request. We will be happy to provide whatever information we
have available.
Since you are relying on our photos and descriptions to make your purchasing decision, we do
occasionally bend the "no returns" rule. We are not experts in any
collecting category, but we do our best to provide accurate information. If you feel the item you received is
substantially different from our description, or if we made an error of some sort, please contact us and we'll do what we can to fix the problem.
If we've made a mistake in describing an item, we will refund
the purchase price of the item upon its return, but do not reimburse for
shipping, handling or insurance costs in either direction, in most cases. Our goal is to make you happy and earn your business as a repeat customer. If we ever fall short of that goal, we
encourage you to bring it to our
attention and give us the opportunity to resolve your concerns.
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When is my payment due?
Full payment (or a 20% layaway deposit) is due within 10 days of a submitted order,
unless other arrangements are made in advance. Items not paid for by the specified due date will be returned to the
shop, and are subject to re-sale. If you would still like to purchase the item after that time, you will need to process a new
order.
To prevent duplicate orders, please
contact us via e-mail if you are placing a
new order for the same item.
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What forms of payment do you accept?
We accept online payments through our shopping cart, mailed Money Orders, personal checks, and major credit cards online via PayPal. As we do not have credit card equipment in our office, credit
card payments can only be charged through online processing
through the services listed above -- we *cannot* charge your card over the phone
as the online credit card services do not allow this for security
reasons. Please do NOT send us your credit card
information via regular e-mail. E-mail is easily accessible by hackers, and
it is NOT a
secure mode of communication for this sensitive information.
Important note: Our shopping cart feature is linked
directly with PayPal's SSL encrypted credit card processing service. If you would like
to pay by any other method other than credit card through PayPal, please use the
Manual Order Form or e-mail
us to place an order. Please tell us what payment method you prefer,
but please do not send us any credit card info by e-mail.
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How do I pay with a check or Money Order?
The
shopping cart feature can ONLY be used when paying online with a credit card
through PayPal. If you live in the USA and would like to pay by check, cash
(not recommended,
unless you are a local customer), Western Union or a Money Order, please use the
Manual Order Form or e-mail
us to place an order. After we
confirm your order and provide the total amount due, you can mail your payment
to us. Checks and Money Orders must be made payable to us
personally (not the business name). Because over 95% of our orders
are made online by credit card, we do not have a separate bank account in the
business name. Payments made payable to Trojan Horse Antiques will be
returned, as we cannot cash them. Mail payments to: 25101 Bear Valley Road # 209, Tehachapi CA 93561. Be sure to
include shipping costs as outlined in the item listing.
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How do I pay by credit card?
Add the
item(s) to your shopping cart as you browse. When you're
done shopping,
click the "checkout" button. You will be prompted for your
credit card information by PayPal during the checkout process. The
shopping cart and credit card checkout features provided by PayPal are SSL
encrypted for safe transmission of your personal information.
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Can I call you
to provide my credit card number?
Unfortunately, no. The online credit card processing companies we use do not allow phone-in charges for security
reasons, because we cannot personally see your credit card or confirm your
identity by a Driver's License or other ID.
Please do not send us your credit card number via regular e-mail.... it is NOT secure.
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When will my item be shipped?
We ship only ONE DAY PER WEEK, on Friday afternoons. Items paid for by personal check are shipped (10) business days after
they are received to allow the check to clear both banks. We will send an e-mail confirming when your
item has been mailed so you know when to expect it. Payments
received after 5pm on Thursday will be shipped on the Friday of the following
week.
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When will I
receive my shipment?
We ship via USPS Parcel Post, which can take up to 14 days to arrive, depending on your distance from
Southern California. We will notify you when your shipment has been sent.
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Is your street address
the location of your store?
No.
As our business is conducted entirely online, we do not publish the location of our warehouse.
The address shown on the home page is our mailing address -- we do not have a
brick-and-mortar store that you can visit. If you would like to write to us,
the address is: Trojan Horse Antiques & Collectibles, 25101 Bear Valley
Road #209, Tehachapi CA 93561. Our e-mail is
info@trojanhorseantiques.com.
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How do I know I can trust you?
We have been doing business online as Trojan Horse Antiques & Collectibles since
June 1998. We have an established reputation on the major auction
and sales sites, including eBay, Yahoo, Bargain & Haggle, Amazon, and
Ancient Faces, in
addition to our website sales. If you go to any of these sites and do a "Seller Search" for "trojanhorseantiques"
(we're "trojanhorse" on Bargain & Haggle) you will find thousands of positive comments about us written by people we have done business with over the years.
Visit our website's Feedback page for more
information on this topic.
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How am I protected
against fraud?
We are a Verified Premier Business account holder with
PayPal, our shopping cart's credit card service. Buyers who pay us by credit card through this service are protected by PayPal's Buyer Protection
Guarantee, and your
PayPal account is insured up to $100,000 by Traveler's Insurance. If you purchase an item from us and do not receive it (or an insurance reimbursement for loss/damage), you are entitled to a full refund of the purchase amount up to $5000 per year.
This policy is subject to change by PayPal, so please visit their website for more
information about this fraud protection program and other PayPal
Terms of Service & Use.
Thanks For Visiting
Trojan
Horse Antiques & Collectibles
Please Come Back Soon!
