Customer Service Policies

Privacy:

This site is owned and operated by Frances Denney and The Stephan Company.

We only collect information entered into our shopping cart by our on-line customers.
We do not attempt to collect personal information from our website users in any other way.

We collect the following information in our shopping cart:

> Customer name
> E-mail address and phone number
> Shipping and billing address
> Credit card information
> Items purchased, sales tax and shipping charges
> Any optional feedback and comments you may wish to provide

> We use your e-mail address to keep you informed on the status of your order.
> We request your phone number in case we encounter problems processing your order.
> We will not normally call you unless absolutely necessary and your feedback and comments are optional.
> All other information collected is needed to process your shopping transaction and is fully secured and encrypted .

We use a temporary cookie stored on your computer to accumulate the contents of your shopping cart. This cookie is removed from your computer when you checkout or terminate your on-line session. We do not attempt to permanently store any information on your computer system.

Your credit card and other personal information is stored in a secure location until your transaction is completed and then this information is then fully removed.

We consider all information provided to us by our customers to be both private and confidential. 
We will not provide this information to third parties without your expressed permission.

We will however, cooperate fully with Law Enforcement, US Government, or similar agencies who can demonstrate a clear legal requirement on our part to disclose information. This Privacy Policy has been in effect since January 1, 2004. Any future changes to this policy will be posted on this web page under the heading "Privacy".

If you should need further information, please feel free to email us at fdinformation@francesdenney.com.
 

Shipping & Handling:

We normally ship within 4 business days of receiving your order.
We are currently able to ship to all street addresses in the Continental US. We no longer ship to Canada due to the high cost of duties, taxes and other fees.

Our shipping rates are as follows:

> Continental US orders will be charged $8.98 for shipping and handling.
> Express Shipment will be at actual cost, you will be notified of cost by a Customer Service Representative.
> All orders for Alaska, Hawaii and Puerto Rico will only be shipped by USPS and actual shipping rates will apply.

All orders are shipped by us from Tampa, Florida 33605 
Please visit the UPS web site at http://www.ups.com for transit times to your location.

Please contact us directly at fdinformation@francesdenney.com for orders to other overseas locations. 
 

Sales Tax:

We are required by law to collect sales tax on orders shipped to Florida.
Sales tax will not be charged on orders shipped to other USA locations.

Returns:

We understand that choosing a "personal" product on-line can be difficult, and that mistakes may be made.  For this reason, we offer a 15 day, no hassle, product return   policy. If you are not completely satisfied with a product purchased from this site, you may return it within 15 days of the shipping date for a full refund of the product cost.

We are not able to refund the cost of return shipping. We do however, reserve the right to refuse returns from anyone who we feel is abusing our return policy.

General:

We want you to be happy with our products, and with the experience of shopping with us on-line. 
If you should experience a problem, please let us know, and we will work with you to resolve the problem to your satisfaction.

For information about Frances Denney, its products, or to place an order by phone:
Please call 1-800-6-DENNEY.

Frances Denney
4829 East Broadway Avenue
Tampa, Florida 33605