Customer Service FAQ's
HOW LONG DOES IT TAKE YOU TO SHIP ORDERS?
We attempt to fulfill and ship orders as quickly as possible. In general, in-stock orders are shipped within two days of order placement. Orders placed on weekends and holidays will ship the next business day. Your credit card is not charged until your order ships.
WHAT IS YOUR POLICY ON RETURNS AND EXCHANGES?
At One World Projects Inc, we want you to be completely satisfied with your purchases. We know that in our business, extraordinary customer service is dependent on serving as the bridge between the artisans and high quality products. That is why if for any reason you are not satisfied with a product, you can return it within 30 days of receipt. If you would like to exchange one product for another, you will need to follow the return procedures and then submit a new order for the product(s) you would like to purchase. For full details and step-by-step instructions on how to return an item, please see The One World Projects return policy.
Please know that your return will not impact whether or not an artisan will get paid. Our 100% Satisfaction Guarantee is based on accepting full responsibility for all aspects of your order and the artisan(s) gets paid regardless of your return. You should also know we are one of the few Fair Trade organizations that pay our artisans up-front, prior to the product arriving at our warehouse.
WHAT DO I DO IF I DON’T RECEIVE MY ORDER?
Please be sure to first check the tracking information that you receive from us upon your order placement. The tracking information will show the date the package is to be delivered and if there were problems experienced during the shipping or delivery process. One World Projects is not responsible for items that were shipped if the customer gave us an incorrect address or change of address. We will do what we can to find your package and have it re-routed if possible at your expense. Of course if the shipping address error is ours, we will pay for the re-routing. Be sure you are giving us the correct mailing address when you are completing your order form. If you would like to ask us about a status of your order you can also e-mail us at: orders@oneworldprojects.com
WHAT IF MY ORDER IS INCOMPLETE?
If you believe part of your order is missing, please contact our Customer Service Department by sending an e-mail to orders@oneworldprojects.com or calling: 585-343-4490. If you e-mail us, please include your complete name and order number in your e-mail. If it is determined a portion of your order is incomplete, the missing portion will be sent to you at no additional charge.
WILL I BE REQUIRED TO PAY ANY IMPORT TAXES OR DUTIES AND TO OBTAIN IMPORT PERMITS FOR ITEMS I ORDER?
One World Projects covers all import taxes, duties and permits for customers in the United States. Orders being shipped outside of the United States may require the recipient to pay duties. Customers outside of the United States are encouraged to contact their local customs bureau or courier about import requirements for specific items being ordered. For all orders being shipped outside of the United States, it is the customer’s sole responsibility to inquire about special import formalities (and any related fees) that may be required to import goods purchased into the destination country.
WHAT IF MY ORDER ARRIVES DAMAGED?
Should an order arrive damaged, you are entitled to a replacement of the item at no cost to you or a full refund. You will need to return the damaged product to One World Projects at our expense. Please see our Return/Exchange Policy for details.
HOW DO YOU HANDLE BACKORDERED ITEMS?
If an item you ordered is temporarily out of stock, it will be placed on backorder and shipped to you once it is back in stock. If an item is backordered, it will be marked as such on the Packing Slip contained in your package. To cancel a backorder, simply contact us by phone (585) 343-4490 or e-mail us and we will adjust the payment accordingly.
DO YOU GIVE OUT PERSONAL INFORMATION TO THIRD PARTIES?
One World Projects completely respects your privacy and will never release any personal information (including home address, e-mail and phone number) to any third party. Please see your Privacy Policy for full details.
HOW CAN I TELL THE ACTUAL SIZE OF A PRODUCT?
Each of our featured products has the dimensions as part of the product description including height, width, circumference and weight as appropriate for that particular product. Since photos of a small vase and a large vase may look the same size in a photo, it is important that you look at the dimensions of each item to make sure it is the size you desire. Of course, once you receive a product and it is not the dimensions you expected, you can always return it.
IS IT POSSIBLE TO PLACE CUSTOM-MADE ORDERS OR PRODUCTS FROM A SPECIFIC PART OF THE WORLD THAT I MAY NOT CURRENTLY SEE ON THE ONE WORLD PROJECTS WEBSITE?
Yes, if there is a specific product you are looking for but don’t see it on our website, please feel free to e-mail us at: sales@oneworldprojects.com and include your contact information and as much detail as possible about the type of product you are interested for purchase at One World Projects. Should we start carrying the product you will be one of the first to know.
For custom-made products, we have minimum order requirements. Please contact sales@oneworldprojects.com for requests for custom-made orders.
DO YOU OFFER GIFT CERTIFICATES?
Yes, we offer gift certificates and make a great way to shop ahead so you don’t miss any important dates such as birthdays, anniversaries and holidays. Plus, when you're not sure of what item to purchase for someone else, a OWP gift certificate makes a great gif that also gives back. There are no gift certificate fees however, please know that Gift Certificates are non-refundable. Items purchased with a Gift Certificate may be returned or exchanged, unless otherwise stated.
One World Projects Gift Certificates may be used solely for purchases on our website.
Learn more on our Gift Certificate page.
WHAT PAYMENT METHODS DOES ONE WORLD PROJECTS ACCEPT?
We accept American Express, Discover, MasterCard, and Visa credit cards and The Global Marketplace gift certificates. You’ll be asked to input your Credit Card Verification number (“CCV”) for security purposes each time you check-out. The CCV is the 3-digit number found immediately behind the credit card number on the backside of all Visa, MasterCard and Discover cards. For American Express cards, the 4-digit CCV is imprinted on the front of the card above the account number.
If you wish to pay by check or money order, you may send your order to One World Projects, 43 Ellicott Ave, Batavia, NY 14020, USA. A valid phone number or email a
