National Heritage Gallery warrants and guarantees that the miniatures provided are free of production defects and are as displayed on this web site. However, because the miniatures are handmade, they are subject to small variations in appearance.

To order an Open Stock item, select the appropriate category and item and click "Order Item." If you are ordering a Matched Number Set, select one of the four plans under the Cades Cove Matched Number Sets category and then make the desired selection by clicking on "Order Item" under the selection. Once you have ordered an item, the Shopping Cart containing the item(s) ordered will be displayed. If you wish to order additional items, click "Continue Shopping" and repeat the process. When you have finished shopping, click "Checkout Now."

If you want to remove any item from the cart, click the remove box.
If you wish to order more than one of any item, change the quantity to that desired.
The shipping/handling charge and any taxes (TN only) will be shown on the Review Order page.

This is a cookie-based ordering system. If your cookies are disabled, when you click on "Checkout Now", you will be returned to a page stating that "Your shopping cart is empty." This occurs because without cookie activation, the server doesn't see the items you ordered in your cart. In that case, activate your cookies. If you do not know how, consult someone who knows how to edit the preferences in your browser.

Clicking on "Checkout Now" takes you to a secure Order Form page. If your order is for an item(s) in a matched Number Set, enter your number at the top of the page.

Fill in the billing information. Please be certain that you have entered all the necessary information in the fields marked with an asterisk.
If the shipping address is the same as the billing address, click on the "My Billing Address" box. If not, fill out the information below it.

In step 3, select the method of shipping. See the shipping information on this page for more information.

Step 4 is the selection of method of payment. If you plan to pay by credit card, select the appropriate card type, enter the card number and expiration date. Your credit card information will be encrypted using the latest SSL technology (see Security on this page.) If you prefer to phone in your credit card information, click the "Phone" option and call the number listed. If you prefer to pay by check, click that option, keeping in mind that processing of your order will be delayed until the check clears.

When all the necessary information has been entered, click on "Continue." This will display the information that will be used for processing your order. Review it carefully. You will also note that the shipping/handling and tax information are displayed, as well as the total amount of the order. If you wish to make any changes before proceeding, press the back button on your browser, make the changes and resubmit. When the information is correct, click "Send My Order." You will receive an email confirmation of your order.

Once your order has been received and your payment verified, the items ordered will be packed and shipped via UPS in 2 to 7 days. We pack these fragile miniatures carefully, using bubble wrap, peanuts and multiple boxes. Open your package as soon as it arrives, noting any damage to the outer container. If there is damage to any of the items received, please notify us immediately using the Contact Form to describe the damage in detail. You must also contact UPS and report the damaged contents. This report should be filed with UPS and National Heritage Gallery within 7 days of delivery. UPS will provide you with the necessary forms and numbers for receiving reimbursement from them for the damaged items and shipping. You may then reorder the item(s) from us as described in the Return Policy Section.

If you have selected UPS ground shipping, you can expect delivery within their normal shipping schedule. If you require and have selected an express shipping option, we will ship as soon as the piece is ready, usually no more than 24 - 48 hours. Keep in mind that the shipping costs are much greater for the express options.

Return Policy
Miniatures damaged in shipping - After reporting the damaged item(s) to both UPS and National Heritage Gallery, you will receive instructions from UPS on how to file a claim for reimbursement of the cost of the miniature(s) and the shipping. You will not receive reimbursement from National Heritage Gallery and your credit card charges will remain. When you have been reimbursed by UPS, you may reorder the item by shipping back the damaged piece(s) using UPS Ground with no additional insurance plus proof of return shipping charges. Your reordered item will be billed at the same rate as the order for the damaged piece(s) and you will be credited for the return shipping charges.

Miniatures that are defective from causes other than shipping, not as ordered or not as displayed - After notifying National Heritage Gallery of your concerns using the Contact Form, the rejected piece(s) should be returned prepaid and packed as in the original shipment. If National Heritage Gallery at its sole discretion, finds the returned miniature(s) are not as guaranteed, your account will be credited the full amount of the order plus shipping and the return shipping charges (equivalent to UPS ground with no additional insurance) will also be reimbursed (your credit card will be credited or a check sent to you.)

Miniatures for which you are requesting replacement or repair - Items that have been damaged due to causes other than shipping or defective workmanship may be repaired or replaced with the same number as the original. You must first request the repair or replacement using the Contact Form to describe the damage that needs repair. National Heritage Gallery will contact you with estimated cost of the repairs by email and may call you for more information and suggestions. If you proceed, you must pay for shipping both ways plus the cost of the repairs.

Miniatures that the customer does not wish to keep - If you wish to return any purchased miniature you must first notify us within 30 days of receipt using the Contact Form and when you have received approval from National Heritage Gallery you may ship the item(s) back to us at your expense. If the item(s) are received in satisfactory condition your account will be credited for the original cost of the miniature(s) but not the original shipping.

Open stock miniatures returned for replacement with Matched Number Set items - If you have decided to start a Cades Cove Matched Number Set you may return miniatures purchased as Open Stock for identical miniatures with your matched set number AFTER you have initiated your Matched Number Set following the instructions in the catalog. If you have selected the "Purchase of Individual Pieces as Desired" plan you may trade in any Open Stock pieces even if they are listed in Group B and you haven't completed purchase of all Group A items. You must first contact National Heritage Gallery with a request for trade using the Contact Form. When you have received approval, you may return any undamaged Open Stock miniatures prepaid and with adequate packing and insurance. You will not be reimbursed for return shipping costs. Any miniatures received in good condition will be replaced with identical items carrying your matched set number and shipped to you at no cost.

Security
Submitting credit card information over the Internet has become much safter with the advent of modern SSL technology. We have that security in place on this site, provided by Thawte, one of the leaders in SSL technology. Click on the Thawte logo for more information. This technology encrypts the entire order form, including the credit card information while in transit. More importantly, National Heritage Gallery does not retain any credit card information on any computer accessible from the Internet. If you select a program where monthly charges are placed on your card, the information is retained only on hard copy in a locked file cabinet. In all other cases, unless you request otherwise, your credit card information is discarded. We do not use any information you provide us in any way other than to process your order and conduct business with you (see our Privacy Policy, below.)