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Customer Service topics and FAQ's
Please allow 1-2 business days for in house processing of any personalized
Then you must allow for the delivery time to
This means if you are placing a personalized order it will not ship same day
if you choose express shipping.
Non Personalized Orders:
If you place your Non Personalized order by 9:00am Central standard time (M-F)
UPS next day air your order
will ship same business day (M-F). Orders shipping 2 day, 3day
priority mail leave
our warehouse in 1-2 business days.
UPS does not consider
holidays and or weekends delivery or shipping days.
Shipping Delays Due To Adverse Weather Conditions:
We can not guarantee service when adverse weather conditions disrupt the
normal delivery schedule for UPS or USPS.
How much does freight cost?
Freight is determined by several factors, which carrier you choose when
you check out, the weight of the parcel as well as the destination. Please
use the shopping cart to calculate freight costs. Remember nothing is
final until you submit your order. We reserve the right to
method to another carrier or type of service for arrival of your gift on
What about international shipping?
Sorry, currently we do not ship internationally, but we do
ship to military APO/FPO addresses.
What about FPO-APO?
YES! We do ship to FPO-APO addresses. A delivery confirmation will be sent
when your order has been processed and is ready to ship.
The US Postal Service DOES require a customs
form which we are required to fill out. When sending to APO or FPO or any
military base abroad you send at your own risk.
Address Correction Fees:
Please carefully review your order and especially the bill to/ship address when checking out. If an
apartment number/suite number or address is incorrect or missing UPS will
charge us a correction fee. This can be $6.00 for ground correction
changes and $12.00 for air service or express service. This fee, if
assessed by UPS and charged to us against your shipment, will be charged to your credit card.
Please check and double check your order for inaccuracies. Orders marked
for engraving but customers not checking the engraved option will be
charged for engraving.
Do I have to pay by credit card?
No you can pay via Paypal as well. Choose the option you prefer at
If I make a mistake can I change it?
If you need to alter anything you can just by making the necessary changes
on screen before you hit the final submit button.
I am just not comfortable ordering online, can you help?
All orders must be placed on our secure online website.
Right of Order Refusal:
If we receive an order paid via credit card that we feel
looks suspicious or does not
match our address verification filter, we reserve the right to cancel and
void that transaction.
Charge backs and Retrievals:
If you submit a chargeback to your credit card company disputing a valid
purchase you will be charged whatever fee is charged to us by our credit
card merchanting company. Normally this is $30.00 for charge-backs and
$10.00 for retrievals. 99.9% of the charge backs are because our customer
that the credit card statement will appear as The Kemper Lake Group. We post
this information all over our website, and at checkout. We also provide
this information with your final confirmation giving you the tracking
information on your order and on your sales slip.
I am worried that my phone number, email address will be given out what is
Read our Privacy Statement
What about your shipping, do you send in plain boxes? And what does the
return label say?
We greatly value our customers privacy and understand the sensitive nature
of all of the products you see on the One Passion Place website. All
of our shipping boxes and labels will give no indication of what you are
buying. The return label indicates our parent company name "The Kemper
Lake Group, Inc"., and our address (for tracking) and will arrive in a
brown box .
All orders must be placed online.
Engraved items are not returnable. On most other products we have a 15 day from when you receive your
order return policy.
If you find
there is a defect in a NON returnable product please email us for
manufacturer information. For merchandise that is returnable, product
must be returned in original condition, unopened and
in manufacturers packaging (if applicable). Loose items must be
returned in original condition. Return authorization must be given before
sending any items back. Returns are subject to a 20% restocking fee and
possibly being refused by our warehouse if prior authorization is not
given. If the parcel is refused by our warehouse it is because there was
no RA number assigned. All returns MUST have an RA#. Please call or email
before sending any item back. We do not refund freight unless we have
caused the error in shipment. Returns for large orders or (over 6 pieces of
the same item) are
subject to a 20% restocking fee if returned.
Sentimental Messages Gift Bottles:
All of our Sentimental Messages Gift Bottles are for decorative use only.
In addition, if we find a letter or poem to be derogatory or overly
perverse in nature we reserve the right to refuse to print that
Cancellation Of Order
Once an order has been placed, depending on where it is in processing it
may be able to be altered or canceled. If 30 minutes has passed since you
placed your order we can not alter or cancel it. Due to our quick turn
around and streamlined ordering system, if your order is an
engraved/personalized or custom item it CAN NOT be canceled. If you have made a
mistake on your order please call us at
1-800-747-8304 and let us know
your name and order number, what is wrong with the order and we will try
and fix it. Again, it depends on where your order is in fulfillment.
During peak times such as Christmas or Valentine's Day it may be
impossible to alter any order once it is placed. Call us or email and we
will try and help if at all possible. Cancellations, (if we can pull the
order back) especially those of advance orders are subject to a 20%
restocking/cancellation fee. Any Message Bottle order, if cancelled, are
subject to a 10% cancellation fee.
All prices quoted are in U.S. dollars. Our minimum shipping charge is $7.95
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