Sterling Valley Maple Policies
We make every effort to ship orders within a timely fashion. Generally, our order processing takes place in the early morning between 5 AM and 7 AM Eastern, with orders transported to the post office by mid-morning. This means that most orders will leave our facility within one day of being placed. We ship USPS Priority Mail because it delivers fast (2-3 day), is trackable, and offers insurance on most orders. We also take pride in supporting our local post office, which provides a vital service to our rural community.
Syrup in our plastic jugs ships at no additional cost to you. If your order consists primarily of smaller, less expensive items we include a shipping charge on your order to cover the cost of packing and shipping these to you.
If your order is a mix of small items and plastic jugs, or contains several different sizes of plastic jugs please contact us at email@example.com. The shipping algorithm isn't always able to take into account our ability to pack multiple items into the same box and we may be able to save you significantly by manually calculating a shipping cost.
If you are local to the Croghan, NY area, attend one of our farmers markets, or will be traveling through Northern New York please contact us to arrange pickup or delivery. At your request we can offer contacless delivery at our facility or at a few local businesses throughout Croghan. You'll get your syrup faster and will be able to save on shipping costs.
Returns and Refunds
We believe our product tastes great, and we want you to be 100% satisfied. We don't pack or ship any syrup that we wouldn't use on our own table.
If you aren't satisfied with the quality of our maple syrup, please contact us at firstname.lastname@example.org so we can address your concerns. Depending on the circumstances we will offer a refund or replacement product, and may request that you return the unused portion of your syrup to us so we can determine what problems you may have experienced.
- Time: Issues with your product should be reported within 6 months of ordering.
- Method of refund: Depending on the circumstances, including the product, size, shipping cost, and your specific complaint, you may or may not be asked to return the product to us (at our expense) and we may either issue a refund (to the same payment method originally used) or mail you a replacement product (of equal or greater value).
- Product Condition: Refund or replacement is generally only issued for problems with the product. We may ask you to return the product so we can asses the causes of the problem or dispose of the unused portion.
- Refund Contact: use the "Contact Us" link at the bottom of every page for our e-mail or phone number.
- Charges: We want you to be 100% satisfied. There are no charges for a refund or replacement.