Customer Service

Customer Service Customer Service representatives are available Monday through Friday, 9 a.m. to 5 p.m. Eastern Standard Time. You may contact us by telephone (1.800.243.0743) or by email catalog@monticello.org. If you would rather place your order by phone, our order line is available 24 hours a day, 7 days a week. 800.243.1743. Delivery of your order:
Unless express shipping is requested, your order should arrive in 5-10 business days. A physical shipping address is required. Some items ship directly from our manufacture and require additional shipping time. Please check the item description to see if this applies to your order. Orders are delivered by UPS, Monday through Friday. Orders will not be processed or delivered on the weekends or any Federal Holiday. Holiday Shipping Schedule:
Order before 2:00pm Eastern Time on 12/20 and use 2nd day shipping
Order before 2:00pm Eastern Time on 12/21 and use next day shipping

Please note: Orders placed after 2:00pm Eastern Time on 12/21 will not be processed until 12/26/12.
Standard shipping and processing charges:

Up to $25 $6.95
$25.01 to $50 $9.95
$50.01 to $75 $12.95
$75.01 to $100 $15.95
$100.01 to $150 $17.95
$150.01 to $250 $24.95
$250.01 to $350 $27.95
$350.01 to $400 $30.95
$400 and over $35.95
Note: For orders to Alaska and Hawaii, add $4.00 to the above chart. Express delivery:
Next Day: Add $25.00 in addition to the regular shipping charge.
Second Day: Add $15.00 in addition to the regular shipping charge.

Orders must be placed before 2 p.m. Eastern Standard Time, Monday – Friday. Orders placed after 2 p.m. Eastern Standard Time will not be processed for shipping until the following business day. Orders are not processed or shipped on weekends or any Federal Holiday. Plant and Seed Shipping Restrictions:
Due to individual state shipping restrictions we cannot ship plants and/or seeds to the following:
Seeds – We cannot ship seeds to Arizona
Plants – We cannot ship plants to Arizona, California, Oregon, Washington, Canada, or Hawaii.
Plants & Seeds – We cannot ship plants or seeds outside the United States. International Shipping:
A customer service representative will contact you via phone or email within two business days to inform you of your shipping cost. Furniture Delivery:
Some furniture items, because of the size and weight, cannot be delivered via UPS. These pieces are delivered via motor freight carrier. Freight carriers schedule deliveries Monday – Friday 9 a.m. to 5 p.m. A phone number is required when placing your order. You will be required to sign for the shipment, please carefully inspect your order and note any damages on the delivery receipt. You may refuse delivery if you discover damages. Backordered Items:
Sometimes items sell better than expected causing our inventory to be depleted faster than anticipated. We make every effort to notify customers quickly of a delay in their order, and to keep customers updated should the backorder date change. Backorders ship via the same method as the original order at no additional charge. You may cancel your backordered item at any time by contacting Customer Service: 800.243.1743 or catalog@monticello.org. Canceling or changing an order:
If you need to cancel or make a change to your online order, please contact Customer Service 800.243.0743 or catalog@monticello.org. We can cancel or make a change to any order that has not been sent to the warehouse for packing. Please note: If you request to change the shipping address of an order already in the UPS system an additional $10 charge will be accessed. Order Status:
After you place your online order you will receive an automated email confirmation they we received your order. If you do not receive this email, please contact Customer Service to ensure we have your order. To check the status of your order, please contact Customer Service, 800.243.0743, Monday – Friday, 9 a.m. to 5 p.m. Eastern Standard Time or email catalog@monticello.org. Once your order has shipped you will receive and email from UPS supplying the tracking number and expected delivery date. Returns Policy:
The Monticello Unconditional Guarantee: Every item comes with Monticello’s unconditional assurance of quality. If for any reason you are not completely satisfied with your purchase, return it unused in its original packaging for a full refund or exchange. (Shipping and personalized items are not refundable.) Mail returns to:
Monticello Catalog
Attention: Returns Department
556 Dettor Road, Suite 107
Charlottesville, VA 22903
Fill out the back of your packing list and attach the pre-addressed section to your return. For your protection, return merchandise via UPS or Insured Mail. If requesting a refund, please allow 3 weeks for a credit to be applied to your credit card. If your order arrives damaged please contact Customer Service, 800.243.0743 Monday – Friday, 9 a.m. to 5 p.m. Eastern Standard Time or email catalog@monticello.org as soon as possible. A replacement for the damaged merchandise will be sent immediately. We ask that you hold onto the damaged merchandise for two weeks. A shipper’s representative may want to inspect the damage. Payment options:
We accept Master Card, Visa, American Express and Discover Card. Virginia State Sales Tax:
In accordance with Virginia State Sales Tax law, a 5% Virginia Sales Tax will apply to all customers whose billing address is in Virginia, and also to any order that is shipping to Virginia. The Sales Tax may be in addition to the calculated amount shown in order checkout. Gift Certificates:
We offer gift certificates in multiples of $25. Please contact Customer Service, 800.243.0743 Monday – Friday, 9 a.m. to 5 p.m. Eastern Standard Time or email catalog@monticello.org. Unfortunately at this time, gift certificates cannot be purchased or redeemed online. Monogrammed & Personalized items:
A few of our items can be personalized. Please follow each item’s instructions carefully to ensure the item is personalized correctly. Please contact Customer Service if you are unsure. Personalized items are non-returnable. Privacy and Mail Preference Service:
Occasionally, we make portions of our customer mailing list available to other carefully selected organizations. If you would rather not receive such mailings, please send us an email with your name and address and request that we not share your name.
Gift Wrap Information
Image of gift-wrapped boxes

We will wrap your gift in our silver gift paper, trimmed with a red ribbon and bow, and include a hand written gift message. The charge is $6.95 per item.

Each item will be wrapped and charged individually. You cannot elect to have multiple quantities wrapped together when ordering through our website. If you wish to do so, please call us at 1-800-243-1743 to place your order.

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