TMB Studios Terms and Conditions

In order to ensure a smooth transaction, and a positive shopping experience for our customers, we ask that you read the information below before continuing. By placing an order through our online shopping cart using any of the payment methods offered, you are agreeing to the terms and conditions set out herein.

Payment methods

We offer credit card payment by Visa, Mastercard, Discover, or American Express, all processed through our secure online shopping cart. We never see your credit card and banking information, and it is never saved anywhere on our online store.  In addition, we offer payment through Google Checkout, Paypal, and Amazon Payments, as well as Credit Card by fax or mail, and Money Orders or Personal Checks by Mail. 

Online Credit Card payments: Our payment processor verifies your billing/shipping address and the CVV (security code) on your credit card transactions, and notifies us of any mismatches.

Paypal payments: When you choose to pay by Paypal Express, you will be taken to the Paypal site for completion of the checkout process. You are NOT required to have a Paypal account to pay for your purchase using this method; however you must provide a Confirmed Address, or we must be readily able to verify your billing/shipping address and phone number in order to process your order.  Please note that payments made by Paypal eCheck require 3-4 days additional processing time, as shipment will not be made until your payment clears.

Google Checkout: When you pay by Google Checkout, you will be taken to their site for completion of the checkout process.

Credit Card by Phone or Mail: When you specify Credit Card by mail, your confirmation e-mail will contain a link to a downloadable form f or mailing your information to our office to complete the transaction. When you specify payment by phone, we will phone you to obtain your Credit Card information for processing through our virtual terminal.

Please enter your information carefully. We reserve the right to contact you to request additional information for any order where we are not able to verify all the details. We check all orders carefully, for both our own safety, and that of our customers. We reserve the right to cancel any order not meeting our security requirements. If this happens, we will notify you, and issue a full refund on the card used to place the order.

Money Order/Personal Check by Mail: When you specify Money Order/Personal Check by mail, you will be provided a link to download a printable order form to mail to TMB Studios with your payment. Please be aware that payment by this method may significantly delay your order, as we must wait for payment to clear before processing of your order will begin.

Shipping & Handling Policies

Other

Discontinued Items: We make every effort to keep our product listings up to date, but sometimes a supplier will discontinue an item without notifiying us. If this should happen, and an item you order is permanently out of stock, we will notify you by e-mail and give you the choice of substituting a similar item or receiving a refund of the purchase price on that item, plus any applicable shipping charges and taxes.

Back-ordered items: If an item is temporarily out of stock, this will be noted on your online order status, along with the expected date of availability. If we expect a long delay, we may also contact you personally by e-mail. You will then have the option of waiting for the item to be in stock or substituting a similar item. If no suitable substitute can be found, we will offer you the option of cancelling your order for a full refund of the purchase price on that item, plus any applicable shipping charges and taxes. You may notify us of your wishes by contacting Customer Service. Please note that your shipping costs are based on all items in your order being shipped together, so if one item is on short-term back-order, we may wait until that item is available for shipping and ship your entire order together.

Returns: All returns must follow the procedure outlined herein to be eligible for refund or replacement. In addition, some of our items are not returnable, including custom-made items. See below for more details.

When you receive your order, please examine it immediately, and retain all original packing materials.

If you receive an item that is damaged in shipping, defective, or an incorrect item, contact Customer Service by e-mail within 7 days of receipt of your order. We will arrange for a replacement. You may be asked to hold the item for a period of time, pending a claim with the manufacturer or shipper. Not covered: Batteries, or any problem that is caused by abuse or misuse of the product.

The following products may only be returned in exchange for the exact same product: Electronics, binoculars, cameras, sound monitors, battery or electrically operated merchandise, window-mounted bird feeders. Or at the sole discretion of TMB Studios, we may offer a store credit for the cost of the merchandise only.

Items returned for reasons other than the above may be offered one of the following, depending upon our supplier for that item: 1)Store credit for cost of merchandise only, good toward the purchase of any merchandise from the TMB Studios Shop section from which the original item was purchased; or 2)refund for the cost of the item only, less a restocking fee. Amount of restocking fee is determined by the item's supplier and may be up to 20%. Items with "Free Shipping" or "Shipping Included" will have our actual shipping costs deducted before calculating your credit. Applicable refund will be applied provided the procedure outlined above is followed, the item is returned promptly once we have given authorization, is in its original packaging (if it came with commercial packaging), and is in re-sellable condition. Cost of return shipping is the responsibility of the customer.

After 7 days, items covered by manufacturer's warranty must be handled through the manufacturer. Please contact us if you require manufacturer contact information and we will try to assist you. DO NOT return any item without authorization.

Order Cancellation/Changes: Orders cannot be cancelled once they have been processed. We make every attempt to process orders quickly. If you realize that you made a mistake on your order, contact Customer Service to see if cancellation is possible. Orders that are cancelled after shipment are subject to additional fees for package intercept and re-stocking. Orders that are refused by the customer at time of delivery will receive only partial refunds to cover these additional costs.

Chargebacks: Chargebacks cost everyone money. In the unlikely event that you have a problem with an order, please contact Customer Service to resolve the issue. We fully pursue wrongful chargebacks. In the event that a chargeback is determined to be wrongful by our payment processing service, we reserve the right to assess an additional $15.00 surcharge in addition to the recovery of the funds in question.

Pre-Orders: "Special Offer" or "Limited Edition" items made available for pre-order and pre-paid by Credit Card or Paypal Express will be charged upon ordering. Items paid by Google Checkout will place a hold on funds, but will not charge until item is available for shipment. Dates for expected shipment on pre-order items are estimates, subject to change due to supplier delays. If you have pre-paid and shipment cannot be made within 1 week of expected availability, you will be notified by e-mail.

Live Food Items: Orders for Live Food: Live food items (mealworms/wax worms) are shipped from our supplier's location. We insist that someone is available to receive the shipment when the delivery carrier arrives. Our carriers have been instructed to not leave the shipment unless someone is available to sign for the shipment and ensure that the product is rushed to optimal temperature for storage. If an unfortunate circumstance should arise, and your order does not arrive in good condition, you must notify us within 24 hours of the delivery in order to file a valid claim for reshipment.