Return Policy

Shipping Terms and Freight Damage

All orders ship FOB Factory. This means that ownership and responsibility for any loss or damage during transit transfers to the customer at the time the product ships. If damage or loss occurs during shipping HM Direct will file a freight claim on behalf of our customer if the damage or loss is reported within the time frame required by the carrier and the carrier is one of our many preferred carriers. Credit for the damage or loss will be given once the claim is settled and will reflect the settled amount paid by the carrier. No credit will be given if the claim is denied by the carrier. In all freight claim situations, the carrier determines the disposition of the damaged item. Replacement orders for freight damaged items will be processed only upon the customers request.

Warranty Returns

Replacements and Repairs.
All situations involving defective merchandise must be communicated to HM Dircet prior to any action being taken. If Howard Miller determines that an item is defective, we will repair, replace or discount the defective item at our discretion, per the terms of the manufacturers standard warranty. All requests for warranty returns must be pre-approved by the manufacturer and have a RMA (Returned Merchandise Authorization) issued for the return. Items returned under warranty must be packaged sufficiently to avoid damage during transit and the customer is responsible for any loss or damage that occurs during transit due to insufficiently packed items. HM Direct will not assume any responsibility for any products returned without authorization. Replacement orders for defective items are normally processed at a charge and are credited once the defective item is returned. 
Parts for warranty situations will be supplied at no charge - non-warranty situations will be at a charge.

Non-Warranty Returns

Requests for non-warranty returns must be pre-approved by the manufacturer and have an RMA (Returned Merchandise Authorization) assigned. Non-warranty returns for custom built products will not be allowed. Authorized returns of non-defective products will be subject to a restocking fee of 15% + all outbound and inbound freight charges. The customer and carrier are responsible for any loss or damage that occurs during transit. If carton and/or packaging was destroyed a new carton and packaging can be obtained from the manufacturer at cost. No credit for outbound or return freight will be given for non-warranty returns. Neither HM Direct nor the manufacturer will assume any responsibility for any products returned without authorization.

Important! - Immediately upon delivery of your product from HM Direct, make sure there is no sign of damage to the packaging or the product. If there is any damage to the packaging and/or the product, make sure the shipper documents the damage on the return bill of lading. It is recommended that you keep all the original packaging in the event you need to return the product in the future.

Return Merchandise Authorization Request Form

Order Cancellation.

Once your order is submitted we may may not be able to cancel it if the order has been processed for shipping. In that case, you would need to refer to the return policy.

Order Changes

If you decide to change your order and contact us by phone before your order is processed for shipping, we will do our best to change the order for you.

Back Orders

If your order is sold out at the time we get your order, you will be notified via email that your order is back ordered and when to expect your order to be filled. If you would like to cancel a back ordered item, please call and we will cancel the order for you.

Refunds

All orders properly returned are eligible for a refund. If you have questions about any charges, please call us before you contact your credit card company.

Shipping Policies

Our products will be shipped via a reliable and reputable trucking freight company. Once the item is shipped, normally, it will take approximately 5 to 10 business days or more for delivery depending on customer shipping address.  Once the item has arrived within proximity of local area, the trucking company will call you to arrange the delivery time with you.

It is the customer’s responsibility to open the box and carefully inspect the item upon arrival, before signing the delivery papers and before the freight carrier leaves.

Please inspect the outer shipping box very carefully. If you see any damage or possible damage condition on the shipping box, it is important to select “YES” on the “Is there damage to the exterior packaging?” field. If this option is not available on the delivery paper, please make a note that there was damage to the exterior of the packaging on the delivery papers that you will sign upon delivery. Then call us immediately at (570) 863-8535 so that we may be able to guide you through the steps of resolving the problem. It is critical that these steps be followed, or it will be customer's responsibilities to resolve any issues at customer's cost.

Order Tracking

To track your order please contact us via phone at (570) 863-8535 or via email at info@hicksclocks.com and we will contact the trucking company that is handling your order and get the tracking information for you. If the shipper has an on line tracking system that can be accessed by the customer we will give you the location where you can access that information.

Clock Not Working Properly

Most products require slight adjustments and some assembly in order to make them work properly.  Refer to your manufacturers documentation for set up and adjustment instructions. Please contact us for support at (570) 863-8535 if you believe your item is not working properly. If we are not able to solve any operating problems with phone support we will refer you to the manufacturers technical support. If the manufacture determines there is a problem with your clock, they will instruct you on how to resolve the problem or if the clock will need to be returned to the manufacturer for replacement or repair. Any concerns about your clock not working properly must be reported within 90 days from the date of delivery.

Sales Tax

Sales Tax is included in our on line prices.

Product Policy

We are the Authorized dealer for all products we sell and all of the products we sell carry a manufacturer’s warranty. Actual color or finishes may vary from product photography shown on this web site. Distressed finishes are done to give a look of aged to a painted, stained, or pre-finished surface. Each individual products with distressed finishes are unique will have a variation from the photo shown on our site.

Privacy Policy

We do not share your information with any 3rd parties beyond what is required for a normal order transaction.

Policy Change Note:

Our prices, product specifications and policies including return & exchange policies are subject to change without notice.  Customers agree to our current posted policy when an order is submitted by internet, phone, email, mail or any methods.  We do our best to provide you with the most accurate and current information on our website. When typographical errors occur and we become aware of this we will correct the information immediately.  Errors in discounts, pricing, stocking etc. will not be honored.  We will continually and consistently strive to provide the most current and accurate information on a consistent basis.