Shop Frequently Asked Questions

COVID-19 Update

Update: 11/26/20

If you want the best chance to have your packages arrive before Christmas you need to purchase before Dec 15th. All efforts will be made to deliver what we can, when we can but there are supply chain issues with securing enough stock, getting items shipped to us in a timely manner and receiving items into the warehouse due to Covid restrictions.

We have seen some delays with the carriers like UPS, FedEx, and USPS due to their volume being higher than ever.

We are still having trouble with getting a few inventory items back in stock. This is causing some delays where an out of stock item might normally take a week to come back in, but instead it is taking two, or something like that. In addition, orders for puzzles and items that were on backorder at the time of order are taking much longer than expected. Please see special note on that below. We appricate your continued patience in this difficult time and we make sure we get every order taken care off as quickly as we possibly can.

PUZZLES: If you are waiting on a puzzle, I'm sorry, I know it has been a VERY long wait for some of you. Puzzles have been the hardest thing to get in the country after medical equipment. With a huge percentage of the country stuck at home and manufacturers unable to produce, it caused a very large supply and demand issue. That problem is, very slowly, getting better. We're working with our puzzle manufacturers to ensure we get the items back in stock as soon as possible. We appricate your continued patience in this matter. If you have already placed an order for puzzles and would like to see our in stock list of puzzles to switch to a different design, please contact us and we'll be happy to assist. Otherwise rest assured we will fulfil your order as soon as we get those designs back in stock.

BACK ORDERS: Some of you may have ordered an item that was on back order that was due to come back in stock in October or December. Obviously there have been some delays due to COVID. We are working with the manufacturers and factories to get these items here as quickly as possible. As soon as they come back in we'll be getting things out to you. If you would prefer to switch to a different item instead of waiting for the one on backorder, please contact us and we'll be happy to help you with that. We do allow for refunds on all none shipped items as well.

Thank you to everyone who has been so patient with us while we try and work through this unique time in our history.

The Fairy Glen Team FairyGlen.com

-----------------------------------------

March, 2020

Thank you so much for your business. We really appreciate your business at this difficult time. At this time we are experiencing shipping delays due to the Coronavirus. We use an outside warehouse company for most of our shipping. They have been having some staffing issues due to restrictions placed on them as far as the number of workers in the building. In addition they service other customers who sell essential items and they are prioritizing those shipments at the moment. While we are happy to know the warehouse is serving those on the front lines and providing essentials to those who need them, we absolutely understand the frustration that comes with the delays on your order. We are working as hard as we can to get every order fulfilled as soon as possible, but unfortunately certain circumstances are out of our control. We expect this order to ship within the next few business days or so. We apologize about the delay. Thank you very much for your business and your patience in these difficult times.

In addition to this All shipping carriers such as USPS, UPS, FedEx, etc. Are experiencing delays. Everyone in the world is ordering online right now and that has caused Christmas level volume without the staff for them to handle it. Because of that, we've seen some shipments take a little longer to arrive at their destination than normal. We appricate your patience!

Due to the COVID-19 outbreak we have to make a few changes to our normal policies:

1. We are not accepting any returns right now. This is for the health and safety of our staff as we do not know the health status of the person the return is coming from. That being said if anything is damaged, you only need to supply a photograph of the item and we'll send a no cost replacement.
2. The majority of our staff is working from home and our warehouse are working with small crews than normal to reduce the number of people working together at one time. This may cause your order to take a few extra days to leave our warehouse than normal. We're still working to make sure every order that can go out does go out. Things are just taking a little longer than normal.
3. Items that are on back order will take longer to come in than normal. Supply chains have had serious disruptions during this situation. If you are waiting on an item that was on back order, please expect it to take a few more months than originally stated due to the delays.
4. Made to order items are also taking longer. Some of our US based artists who hand make each product are not able to go to their workshops at this time. This is causing a delay in those items being made. Please be patient with the adjusted timeframes.

Thank you very much for your patience and understanding in this dificult time!

Frequently Asked Questions

Will I get my order by Christmas? (HOLIDAY TIME ONLY)
We advise ordering as early as possible to ensure you get your items in time for the holidays. However if you need to order closer to Christmas, take a look at our Holiday Shipping Guide for ship times and tips.

Do you have a catalog?
No, we do not have a printed catalog. We have over 3500 items on our website and a printed catalog would be much too large. You can use our website as a catalog and order by Phone, by Mail, or Online.

Do you have a physical store?
Not any longer. We did have a location in Smithville, NJ. However that location had to close after Hurricane Sandy.

Do you ship outside the US?
Yes. We ship to Canada, Australia, Europe, and many other countries in other parts of the world.

How much is shipping?
Orders over $75 get free economy ground shipping (continental US only). For orders under $75, shipping costs are calculated in real time by UPS. It all depends on what you order and where it is going. To calculate your shipping costs, add the items to the shopping cart and use the Shipping Calculator at the bottom of the Shopping Cart page. More information is on our policies page in our shipping policies section.

How long does economy shipping take?
Economy shipping usually takes about 3 - 8 business days to arrive after your order has shipped. However in rare cases it can take longer.

What is your Return/Exchange Policy?
All products are inspected for damage & defects before they are shipped.  If you receive a damaged item, we will replace it at no cost to you. Please e-mail or call us before sending any items back. We will also gladly exchange any item which you are not satisfied with, just let us know what we can do to help. Please note that we cannot exchange items which were not purchased from Tate & Company. All returns or exchanges must be reported within 14 days of receiving your order.  We offer a 100% satisfaction guarantee. If there is anything else we can do for you, please let us know.  More details can be found on our policies page.

What if I'm buying a Christmas Gift and need to return/exchange after Christmas?
We do extend our return/exchange policy for 14 days after Christmas so you can shop early and not have to worry about the reutnrs.

Do you offer Gift Certificates?
Yes we do. Please visit our Gift Certificates section for that information.

Can I pay by check or money order?
Yes you can. Please mail your check or money order to Tate & Co., 16 Christopher Dr., Howell, NJ 07731. Include a note with the items you wish to purchase, shipping address & phone number (include your e-mail address for notification of shipment). We will ship your products as soon as your check clears. If your order is under $75.00 Please use the shipping calculator on the shopping cart page to find your shipping costs.

Do you sell wholesale?
Please e-mail us for wholesale info.