General Questions:

1. How can I place an order?
You may place an order 24/7 on our secure website. If you prefer, you may also place your order by phone or fax by calling customer service at (216) 255-6651 or by faxing this Order Form to (440) 777-2430.

2. Is your website secure? I don’t like putting my credit card number online.
It is completely safe and secure to place an order on our website! All credit card transactions are processed through Authorize.net and are encrypted and protected for your security. You can look for the little "lock" on your browser as well as the "s" in "https://" in the url during the checkout process. (Please Note: These security features appear only during the checkout process, not while browsing the product list.)

3. I forgot my password, what should I do?
Go to the login page and click the link "forgot password" and follow the steps for password retrieval.

4. Can I pay with a check or money order?
No, we are unable to accept those forms of payment. You can however, pay with an E-check with PayPal.com. PayPal is a 3rd party payment company that will convert your checking account payment into an electronic payment our system can accept.

5. The product I am looking for is out of stock. Is there a waiting list or can I preorder/backorder?
We do not back-order or have a waiting list on the majority of our products. When a product is out of stock we generally will add an expected restock date under that item. Although this is not a restock guarantee, most products arrive within the expected time frame. Although, from time to time we will have pre-order opportunities for our customers on special items. When you pre-order you will be first in line to get the product when it becomes available. Your credit card will be charged immediately upon purchase. If you do not wish to pay until item is in stock, please do not place your order until that time.

6. Do you sell individual parts for the lamp? (ie: new stockings, shades, etc)
At this time we only have replacement shades for the 45” or 50” full size lamps. Replacement shades are available only to customers who have purchased their leg lamp through our gift shop. Prior purchase of a leg lamp through our gift shop will be verified before lampshade is shipped. Occasionally if we have some open box returns or slightly damaged parts, we will list them on eBay at a discount. Please look for user name "achristmasstoryhouse".

7. My email address has changed, how do I update my account?
Unfortunately you cannot because your email address was the main piece of information used to create the account. You can continue to use the outdated email address to log into your account history, and you can create a new account to use for future orders.

8. I did not get an order confirmation email. Did my order go through?
Log into your account on our website and click on Order History. If you see your order, then it was placed correctly! There may be a few reasons why you did not get the email. You may have misspelled your email address, or the email got caught up in a spam filter. Also, many customers are using spam blocker software which requires us on our end to add our email address to an approved list. Since our order confirmation emails are automatic we are unable to do this, and your email will not go through. Even if the confirmation email never makes it to your inbox, the order is still placed. You can track it in your order history.

If you have logged in and discovered there is no order history, please check your credit card for a charge. If both places show no record of the order, please place the order again. Some customers forget to click the "authorize payment" button on the final page, or close their browser too soon. Please do not close your browser window until you are given an Order Confirmation Number! This number will also be emailed to you for your records.

Shipping Questions:

1. Do you ship to gift addresses?
Yes. We will ship to any domestic address specified by the customer.

2. What are my options for shipping candy?
Candy can be shipped by two methods; standard and priority shipping. During summer months, or in warm climate areas priority shipping is highly recommended to guarantee temperature control. Priority candy orders are shipped FedEx Express Overnight, while standard shipping is FedEx Express 2 Day Air or another 2 day shipping method. Regardless of method, candy is frozen prior to shipping and packed with cold packs. Due to factors beyond our control we cannot guarantee temperature control if you choose standard delivery so melting may occur. Please also note if ordering other items, the candy may be shipped separately.

3. Is a receipt or invoice shipped in the box?
No. Since many items are purchased as gifts an invoice is not included in the box. You will receive an electronic copy of your purchase via email. Please print this invoice and keep it for your records.

4. How long does it usually take to get my order?
Generally orders are fulfilled same or next day. Based on shipping location, most orders arrive within 2-6 business days. Priority shipping service is available if you need your order more quickly.

5. Only one half of my leg lamp arrived, where is the second half?
Our Full Size Lamps ship in two boxes (lamp and shade). Although they are shipped together occasionally they will get separated in shipping. Please allow 1-2 business days for the other box to be delivered. If you still do not receive it please call or email us.

6. How can I track my order?
Please log into your account on our website (that you created when placing the order) and click on Account/Order Status at the bottom left. Under the orders section you will find all applicable tracking information. Review means your order is under review, Approved means your order has been processed and approved and is being prepared for shipping, and Shipped means your order has been shipped. If your status is marked Shipped you should find tracking numbers below. With your tracking numbers you can then go to FedEx.com or USPS.com to view shipping information.

7. Do you ship internationally?
Our partner site www.leglamps.ca does ship within Canada. Please visit www.leglamps.ca if you live in Canada. Unfortunately at this time we are unable to ship internationally, but will gladly ship to any United States address.

8. Do you ship to FPO and APO addresses?
Yes. When entering the shipping address please follow these instructions:

· City field: Enter "APO", "FPO", or "DPO".

· State/Province field: Select the two-letter code for the region where the recipient is stationed. Typically the code is "AE" for recipients stationed in Europe, Canada, Africa, or the Middle East; "AA" for recipients stationed in the Americas; and "AP" for recipients stationed in Asia or the Pacific.

We use USPS to ship to military addresses, so at this time we are unable to ship full size crates to military addresses due to their size.

9. Which shipping carrier do you use?
Our leg lamps and larger orders ship via FedEx. Occasionally smaller items may ship via USPS.

10. Why can’t I use my PO Box?
Only the USPS can ship to PO Boxes. Since we use FedEx as our main carrier they need a physical address to deliver to.

11. I live in the area. Can I come pick it up?
We do not allow for local pickups at our warehouse. If you would like to purchase an item locally you can visit the gift shop at the A Christmas Story House & Museum in Cleveland. Please note that their prices and sales vary from our website and they are unable to price match online prices

12. My box/crate arrived dirty from shipping. Can I get a new one?
No, the boxes/crates are considered shipping cartons and minor damage is to be expected during shipping. Although please make us aware of any severe damage or damage to inside contents, as that is not typical and a claim may need to be filed.

13. My package arrived but some items were broken or missing - I believe the damage/loss was caused during shipping. What should I do?
Please contact us within 10 days of the receipt of your package. If you have broken or missing items contact customer service right away for specific instructions based on your situation. Do not contact FedEx to file a claim. FedEx requires us as the shipper to file all damage claims. We will be unable to replace items that are broken or missing if not reported within the 10 days of receipt. Please inspect all packages as soon as they are delivered.

Leg Lamp Questions:

2. Do the leg and shade light up independently or together?
Yes. The leg and shade can light up on their own or at the same time. Both lights are controlled by a single three-way switch on top of the leg.

3. What is the overall height of the full size lamp with the shade?
The Deluxe is 50 inches and the Standard is 45 inches.

4. Can the internal leg bulb be replaced when it burns out?
Yes. The internal leg bulb can be replaced by following the simple steps detailed in the instructions found on our website. Bulb Replacement Instructions

5. What is the recommended light bulb wattage for the lamp?
The main socket on top of the leg is rated for 60 watts and the internal leg bulb is rated for 15 watts.

6. Are your Leg Lamps UL listed?
Yes. All of our leg amps are UL listed. This means that UL has tested our lamp and it meets their requirements for safety.

7. I ordered my Leg Lamp in the Full Sized Wooden Crate. It arrived today, how do I open it?
If you purchased the Full Size Wooden Crate (where both lamp and shade are inside) the TOP of the crate is the lid.
If you purchased the Leg Only Wooden Crate (where just the leg portion of the lamp is inside and shade ships in cardboard box) one SIDE of the crate is the lid. You will need to look for the nail heads to determine which side is the lid. (nails, not staples!)
If you purchased a small crate for the 20" or 26" leg lamps, the TOP of the crate is the lid.

With all crate sizes you will need to use a crowbar or the hook of a hammer to gently lift up the nails and remove the lid.

8. How do I go about returning my leg lamp in a wooden crate?
Unfortunately at this time we are unable to accept returns/exchanges on wooden crates. (no exceptions) Once a wooden crate leaves our warehouse it cannot be returned, even if "refused" upon delivery. In the event of a refusal or failure to deliver, we will be unable to refund you for the cost of the crate. You can however return the lamp, please refer to the return/exchange page or contact us for details.

9. Can I get a leg lamp delivered in a wooden crate to Alaska or Hawaii?
Due to the increase of shipping rates and the difficulty of delivering such a large item outside of the continental USA, we can no longer send full sized wooden crates to Alaska or Hawaii. We CAN ship the small desktop crates to AK or HI. Full size crate orders placed with shipping destinations outside of the lower 48 will be canceled and refunded.

10. Can I get a leg lamp delivered in a wooden crate to a military address?
Not at this time. FedEx is unable to deliver to military addresses or military bases, overseas or within the USA. The United States Postal Service is the only carrier able to deliver to these addresses however they are unable to deliver crates due to their size and weight.

Return and Exchange Questions: