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Frequently Asked QuestionsDO YOU OFFER GIFT CERTIFICATES? Gift Certificates are available through our online store. There is no additional charge to have certificates mailed or emailed directly to recipients. Gift Certificates contain a discount code for online orders, or can be mailed in with an order form, available under the "Fax Orders" tab on our homepage. They are lovely and make beautiful gifts. Gift Certificate purchases do not qualify toward our Free Gift Offers, but they will count toward those offers when they are actually used. Gift Certificates are valid for one year from the purchase date. DO YOU OFFER GIFT WRAPPING? Gift Wrapping on any order is available for an additional charge of $6.95 per box, and includes an Israeli designed gift card with the message of your choice. Just fill out the message field on the checkout screen. The Gift Wrapping option may be chosen from the checkout page. Please note that some large and fragile items cannot be wrapped, as they require special handling. Additional charges may apply if more than one box or basket is required to properly present your order. CAN YOU MAIL ME A CATALOG? We have not yet produced a catalog, both because our product lineup keeps growing and because we are donating all profits (and printing is expensive.) We do have catalog pages for many of the products already available, and will be happy to mail them to you (or email them in PDF format) so you can pass them along to friends and family without internet access. Alternatively, you can print pages directly off our website. Do send us your mailing address so we'll have it for future mailings. We also periodically send promotional emails with coupons, sale announcements and more. To be added to our print or email lists, send your info to service@israeliproducts.com. We never share your address with anyone else. WHAT IS YOUR RETURNS POLICY? Your satisfaction is important to us. If you have a problem with your order, please contact us within 14 days of receipt. In case of damaged items, please retain all original packing materials. An RMA authorization must be obtained before sending back merchandise. Returns without prior authorization will not be accepted. Certain items are not refundable. Returns must be received in original condition and packaging. Shipping and return shipping will not be refunded (except in cases where products arrived damaged or defective, or where there was an error on our part. This includes our cost on orders that were shipped free.) A restocking fee of 15% may be applied to cover our costs. Restocking fees are waived for gift exchanges. We do not accept returns on used items, opened cosmetics, toiletries or food items. Items that arrive spoiled or damaged are the only exceptions. We reserve the right to determine if an item qualifies as spoiled or damaged. Please note that imported cans of food are often dented in transit, and dented cans will not be considered damaged or refundable, unless contents are compromised. To take advantage of a manufacturer's warranty, please contact the manufacturer directly. We will provide contact info for you. To get the fastest response, email our Customer Service Department at: You can also call us (see the "Contact Us" tab on our homepage for departmental info) but service lines are not always staffed. You will have the option of leaving a message. If you do so, please speak clearly and leave detailed contact information. We'll do our best to make right any errors, defects or service issues. We cannot take responsibility for typos in advertising or supplier-provided product descriptions, or for any third party ads or links from our site. IS YOUR STORE SECURE?... Yes, we have state-of-the-art security built in. See our "Privacy" section for detailed information. You will see the "HTTP" on our informational pages turn to "HTTPS" when you enter the checkout area, or any pages where security is needed. In some browsers, you may see the lock icon. We also have a GeoTrust certificate. WHY DO THE CONTENTS OF MY SHOPPING CART DISAPPEAR? Like most web-based stores, our merchant software uses a temporary "cookie" to store cart contents while you shop. You must have cookies enabled in your browser to order from our store, or the basket will "forget" your order. You may be able to find a lost order by clicking on "Basket Contents" at the top of the page. WHY CAN'T I SEE ALL YOUR PRODUCT IMAGES? If you have a slow internet connection, or not enough processor memory available, some images will not display. If you quit out of all the programs you have open and then open only your browser, this will often correct display problems. If you want to see our most recently added products and images, you may need to empty your browser cache file. Set your cache to empty often for more enjoyable, problem-free internet shopping. ABOUT US- You can read all about who we are and what we hope to accomplish in the "Our Goals" section of our store and in our online press release. Many of the charities we donate to are also listed there. We are a privately owned U.S. based retail store and are not run by any religious or political organization. Our store owners and workers are shomrei mitzvot. We are closed on Shabbat from sundown Friday EST, and on all yomim tovim. |
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