Questions and Answers About the Jill Store

Q: When can I expect to receive the items I order?
A: It varies, depending on the item. We do our best to get orders out to you as soon as possible, but please keep in mind that we are a very small operation. Among other things, this means that it can take a few days for us to process orders if we get a lot of orders at once (because we're staffed by part time people), and orders may take longer to get shipped when Jill is on tour (because some of our staff are the same people who help Jill out when she's on the road). In addition, we stock some of the items we sell in relatively small quantites, and we sometimes have to obtain more from our suppliers before shipping to you. For all these reasons, we ask that you allow 3-4 weeks for your order to ship. We are often able to do better, but we'd rather not promise you things we cannot always deliver.

Q: But my credit card is (was) charged the moment I place (placed) my order. Waiting several weeks for my merchandise to arrive doesn't seem fair.
A: We know. And if we had a way to hold off charging you until we actually shipped your stuff, we'd do it. Unfortunately, we're not big or rich enough to build the kind of expensive, sophisticated order and credit card processing system it would take to do this. We use PayPal, and we think they do a great job for us for a minimal cost, which allows us to ensure that Jill gets practically every penny of profit made on the items we sell. Unfortunately, the flip side of this is that we have to have to accept some of PayPal's limitations, and one of those limitations is that your credit card is always charged the moment an order is placed. There is no way to delay the charge. We thank you for your patience and understanding.

Q: You used to indicate what the shipping cost was for each item in your catalog. You no longer provide this information. Why? What do you charge for shipping now?
A: We've recently revised our shipping charge policies; shipping charges are now based on the total amount of your order and your location. Partly, this is because our shipping costs have increased overall, but they have also tended to "flatten out" a bit; that is, the difference in shipping costs for large orders vs. small orders is less than it used to be. Our new shipping and and handling policy is as follows:

Total Amount of Order	Shipping charges: US	Shipping charges: Canada & Mexico	Shipping charges: Other Countries
$0.01 to $30.00	$7	$11	$15
$30.01 to $60.00	$10	$15	$20
$60.01 and up	$14	$20	$30

Q: I've changed my mind about my order. Can I cancel it?
A: You can cancel your order if we have not shipped it yet. If you really want to cancel, send an e-mail to us at sales@jillsobule.com. Tell us you want to cancel your order, and include the PayPal confirmation number for your order if you have it handy. We will cancel your order and refund your money if your order has not yet shipped. Either way, we will send you a confirmation e-mail letting you know that we did (or did not) cancel.

Q: Can I cancel part of my order?
A: Sorry, no. If you want to do this, we ask that you cancel your entire order, wait for a confirming e-mail from us saying that your order was canceled, and then reorder the items you still want.

Q: I would like to ask a question, file a complaint, or send you a poem of glowing praise about something you're selling, or about an order I placed, or about the order processing system on the web site. To whom do I write?
A: For correspondence about the merchandise itself, or questions about an order you placed (if you want to check on its status, cancel it, etc.), please write to sales@jillsobule.com. For questions about or problems with the web site, write to Webmaster Tony Camas; his address is webmaster@jillsobule.com. At the moment, the same person (Tony) answers mail to both addresses, but this could change, so please try to use the correct address if possible.

Q: I find e-mail cold, impersonal, and devoid of the expressiveness of verbal communication. Can I call you on the phone?
A: We're happy to talk to you this way if you really want, but please understand it may take a day or two for us to get in touch, because most of us have full time jobs that occupy us during much of the normal business day. Please send us an e-mail (as described above) if you would like to be contacted by phone. Please don't forget to provide us with your phone number and some information about the best time to reach you. We'll contact you at the earliest mutually-convenient opportunity.

Q: Is there anything else I need to know?
A: Please read our Terms and Conditions of Sale (below) for some more official policies and information.

Terms and Conditions of Sale

We want you to be thrilled with your purchase from the Jill Store, but please be aware of the following Terms and Conditions that apply to anything you buy from us:

1. We use PayPal as our sole provider of payment processing. Payments are accepted via all major credit cards, direct debit from your bank account, and several other payment methods. You will need a (free) PayPal account (and a valid e-mail address) to order from us. Please see the PayPal web site for more information about PayPal.

2. Privacy Policy: We use personal information we collect from you (name, address, etc.) only to fill your order and/or contact you in the event of a problem. We do not keep this information for advertising purposes, and we will never give or sell your information to a third party. Note that, in using PayPal, you are subject to PayPal's privacy policies as well as ours.

3. Except in the case of defective or damaged merchandise (which we will replace or refund, at our discretion, promptly), all sales are final.

4. Items sometimes run out of stock before we can update the website to indicate this. If you order something that we no longer have available, we will either cancel your order and refund your money, or we will write you and offer you an alternative, if we think there is one that might make sense. Please do keep an eye on your e-mail box (for the e-mail account you used when you ordered) for communications from us. If we try to contact you about a possible alternative to out of stock merchandise and we are not able to reach you, we will refund your money and cancel your order.

5. We are required to charge 8.25% Sales Tax for all purchases shipped to addresses in California.

6. INTERNATIONAL ORDERS: Please note that, in our experience, shipment to other countries (even Canada sometimes) can be a hit-or-miss proposition. Your government may charge you duty or some sort of import fee, or they may not. Often, this depends on the value of the shipment, so we encourage you to keep your orders small, as our experience is that orders with a small monetary value are the most likely to get through without difficulty. We cannot control or predict the behavior of your country's customs service, but we will do our best to get your merchandise to you. Occasionally, though infrequently, we have had overseas orders "disappear" with no explanation -- they simply do not get delivered. If this happens to you, we will try to ship your order a second time; if it is not delivered the second time either, we will have no choice but to refund your money and cancel your order. Finally, please be advised that our shipper requires a phone number for International orders. You must provide us with a phone number (home, work, mobile, whatever you have) or we cannot ship your merchandise under any circumstances.

7. All prices are in U.S. Dollars. If your credit card, bank account, or PayPal account is in a different currency, amounts will be converted to your home currency according to policies and exchange rates currently in use by your card provider, bank, or PayPal.