First of all, Customer Service is the number one policy! If you feel the way you are being / have been treated is anything less than the best, please call (770) CT-HOBBY or email me personally. While there are always things beyond a person’s power to repair, I promise I will do anything I can do to make things right. We value every person God has created, and until we value you as much as He does, we need to be doing better. Please give us a second chance to do just that!
Second, and all our local pickup Customers hear this in person, “we don’t make any money unless you’re successful. So it’s in our best interest to do whatever we can to make you successful.” Please tell us about your business, and your experience with our business, and give us a chance to help you ensure that your Customers are better off working with you, than your competition. Two of the obvious ways we can help are higher quality and lower prices.
Lastly, know that our goal is ALWAYS to provide the VERY BEST in terms of RESPECT, QUALITY, and PRICE. In order to do this, we often ask many (MANY) detailed questions about the design and intended use of your product. These questions drive most people crazy. Please understand, the precise nature of our custom work means we can produce a fleur-de-lis, for example, that is 6 feet, 4.732 inches tall, if that’s what you need. Or 0.27 inches tall. However, “medium size” and “regular script font” are not detailed enough to even price, much less produce, exactly what you want. We sincerely appreciate the fact that many of you “trust me” to make these decisions for you. However, our number one goal is for you to be thrilled with your purchase, and I don’t trust myself to do that without understanding more about what you want. We apologize for asking so many questions! However, these are in no way meant to sound like a “third degree,” a “grilling,” or being evasive. We just want to make sure you don’t get MDF (for example), if you intend to stain your product.
Many of our Customers have heard us say, “an order, without a payment, is a wish.” Please know that we will not accept your payment, until / unless we are reasonably certain we can deliver what you are purchasing. Often, that may involve sitting down with you, or your Customer, to understand exactly what is is that will be more than worth the cost to you, before we can determine what that cost is.
With that said, once we accept your payment, we will do everything in our power to ensure you are happy with your purchase–or at least refund your payment. On the other hand, we cannot be obligated to deliver something that has not been paid for.
CT Hobby–both www.cthobby.com and our brick-and-mortar store in Louisville, KY, process payments through the Square payment processing system. We can accept cash in person as well. We charge, and pay, Kentucky sales tax as required. We do not accept PayPal (due primarily to higher costs of PayPal).
Our Social Distancing Policy
Our store doors are slowly opening back up as we try to make sense of what the government is insisting we do to remain open. According to CDC recommendations and KY Governor’s Orders, if you’re vaccinated you don’t need to wear a mask. Since we are growing and understaffed (interested?) we are often not up front so the front door is still locked sometimes. Just call or text and we’ll come up front and let you in to pick up your order, browse and shop. We also provide curbside pickup of your order for safe distancing.
Many of our orders are placed through this web site. Just find the “search” function at the top left, and type in as few letters or words as you can (usually 3 or 4). Or just text us at (770) CT-HOBBY (284-6229) for assistance! In some cases, we can invoice you via email for custom orders. But it’s cheaper for you to order directly from the web site.
When your order is ready, you’ll receive an email (or text for special orders) from us. Call or text us to set up a pickup appointment. Then, 5-10 minutes before you arrive, call or text us (pull over first!) and let us know you’re about 5 minutes away. We’ll roll your order out to the parking lot in that lonely shopping cart. If you’re more than 10 minutes late for your appointment, we will be bringing your order back inside so it doesn’t sit out in the sun (or rain) for very long. Also please note, when rain is imminent, we will make every attempt to keep your order dry. However, we cannot be responsible for damage to your items due to rain or humidity. If rain is possible, we strongly suggest you reschedule your pickup appointment for another time.
For more details on our Local Pickup policy, please text us at (770 CT-HOBBY.
We strive to ship in an efficient and timely manner, with packing such that your order arrives quickly, safely, and with as little expense to both you and us as possible. Most orders are shipped within one week of receiving a paid order through our web site, or three weeks of receiving a special order in-store or via paid invoice. While we cannot guarantee immediate shipping of items not already on our store shelves, our pledge to you in this, as well as other areas, is to always do our best.
Our goal is same- or next-day shipping, but we just don’t have the space yet to maintain any significant inventory. As a result, busy crafting seasons and order backlogs sometimes delay our processing. We will work hard to get your order out as quickly as possible ! Almost all orders ship within 1-2 weeks, even at our busiest times.
We regularly fill orders for paint parties and larger events, and have filled orders as large as 250 door hanger-sized pieces within a week. We do request that for orders of 25 total pieces or more, you allow us a week to ship. For orders over 200 pieces, please allow up to 2 weeks.
CT Hobby offers free shipping on web site orders of $200.00 or more. While we hope this is VERY short-lived like the Fed believes, we have had recent cases where shipping costs more than doubled, and we were losing money on every order with free shipping. Our contracted rate with UPS means that larger orders normally ship at lower cost than regular rates, but obviously something is wrong in today’s economy. When comparing costs potential orders, please consider the total cost–our order cost plus our shipping cost, compared to our competitors’ order cost plus their shipping costs. Most of the time, total costs will be lower with CT Hobby.
We’re Crafters, just like you! We understand that every need to return something is a special case, and we’ll always love a chance to correct our mistakes when necessary. We cannot accept returns of custom work or damaged items, because another Customer deserves the same quality selection you received. We also can’t accept that we sold something with a mistake in it to a Customer! If you feel you need to return something due to our mistake, please contact us and let’s talk!
We accept returns of normally stocked items still in good, unaltered condition, with a 20% restocking fee.
We respect the privacy of our Customers! We certainly don’t knowingly let anyone else have any information about you without your permission ahead of time!
Name, billing and shipping addresses, and phone numbers are saved in your User Account on our web site and used to contact you regarding orders you have placed. Your account is required to have a password, which the web site system saves while your account is active, but we cannot see. If you ever have password troubles, we can reset your password to a known value and text it to you, but we recommend you promptly change it to something we do not know.
Credit and debit card numbers and related information is only stored by our payment processor (Square), in their entirely separate system, IF YOU CHOOSE to save it there. We will NEVER have access to your payment card number, expiration, secrecy code or anything else related to your credit card. To guarantee this, we NEVER take credit card information over text, phone, email or any other method.
Credit Card information
We will never take your payment information over the phone or any other means, except through secure payment systems which prevent us, as well as anyone else, from unauthorized use. No credit card or bank account information is stored anywhere on our website, our store, or any system under our control. Please understand, the purpose of this is to be able to confidently say, we never had your information, so there’s no possible way we could have mishandled it.
Your password to our web site cannot be viewed by us. Please store your passwords in a safe place, such as Password Manager software. In the event of a lost or forgotten password, we can reset your password for you, but we can never see what your current or past password is/was.
In some cases, proprietary product information is made available on our web site for specific people/companies to order. In these cases, specific passwords may be created to gain access to products which are only available to certain Users. We can set, and see, these passwords which control access to certain product information only, but not the User’s password.
Phone / address / email
We do ask for, view, and use, information like your address, phone number and email address. We do this to ensure shipping costs are not charged when you might prefer “local pickup” options, to make sure we ship to the proper place when you request shipping (our shipper requires it, in case of a problem locating your ship-to address but does not use it for any other purpose), to let you know when your order is ready, and to reach out through alternative methods if an order isn’t picked up in a reasonable time. We only use this information to help you get your order quickly, accurately, and at the lowest price. We have no phone marketing system, and don’t provide this information to anyone else, so you’re not in danger of being added to robocalls from us.
Again, our shipper requires full address and phone number information from us in order to ship your order. Please be sure your address and phone number information is complete and accurate in your User Account.
Our email system is an “opt-in” system. Other than Order Status emails, you will not receive any unsolicited emails from us. If you choose to be added to our (semi-)regular email list, you must first request to be added. In that case, you will receive a confirmation email, which you must open, and click on the link inside it, before we can add you to ANY email list under our control.
I PROMISE I don’t have time to create a lot of emails no one wants to read!