Frequently Asked Questions - The Basket Lady

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Frequently Asked Questions

ORDERING

What methods of payment do you accept?

We accept Visa, MasterCard, American Express, Discover, and PayPal.

Can I place my order over the phone?

Yes, you can call our toll-free number, 888-742-4172, and a customer service representative will assist you. Please be sure to have the following information ready when you call: item #, size, color, and quantity.

Can I place my order by fax?

Yes, you also have the option to fax us your order, 888-519-4572. Please use the attached form when submitting a fax order. Please note that the billing address must match the address that your credit card bill is mailed.

Do you collect sales tax?

By law, we are required to collect sales tax for orders that are being shipped to Connecticut (6.35%), Philadelphia county, PA (8%), and Pennsylvania (not Philadelphia county) (6%).

Can I use a coupon AND get free shipping?

Unfortunately, you cannot use both a coupon and get free shipping.

Can I use a multiple coupons?

Unfortunatley, you can only use one coupon per order.

Can I order custom baskets?

Yes, we do offer custom manufacturing and design services. Due to our production methods, typical minimum order quantities are in the 50 to 100 piece range. We charge a $500 fee for each set of design and samples, which is then used as a credit once an order for direct import has been placed.

 

RETURNS

What should I do if an item arrived damaged?

We pack all of our baskets so that they arrive snug, safe, and secure. If an item does arrive damaged, please CONTACT US us immediately, so that we can figure out what steps need to be taken. It is helpful for us to know if the carton the baskets were in was also damaged.

What should I do if I don't like my purchase?

Please refer to our Returns & Refund Policy for further information.

Can I return a SALE ITEM?

No, sale items are not returnable and final sale.

 

SHIPPING

How much does it cost to ship my order?

Our shipping cost is calculated based on the subtotal of your order. You can view our shipping rate table here.

I need my order immediately; can I get 2nd-Day or Next-Day delivery?

Due to the bulky nature of baskets, it is typically not practical to consider express shipping services. Often times the cost for shipping would be 2 or 3 times the cost of the basket itself. If you absolutely have to have your order shipped express, either call or e-mail your needs and we will provide you with a quote for the shipping cost.

Do you ship to Hawaii, Alaska, or Puerto Rico?

We do ship to Hawaii, Alaska, and Puerto Rico via UPS Ground, however our shipping rate table does not apply. If you live in one of these locations and would like to order baskets, please CONTACT US to determine the shipping cost and to place the order. Note that you will not be able to place your order online.

Do you ship to Canada?

We do ship to Canada via UPS Ground, however our shipping rate table does not apply. If you live in Canada and would like to order baskets, please CONTACT US to determine the shipping cost and to place the order. Note that you will not be able to place your order online. Please note that for Canadian orders there is an additional handling fee for completing the required customs paperwork. The customer is also responsible for paying any customs duty.

Do you ship internationally?

At this time, we only offer shipping to the US and Canada. Unfortunately, we do not ship elsewhere due to extremely high shipping costs.

 

ABOUT THE BASKETS

How accurate are the dimensions that you list?

Baskets are woven by hand and the dimensions will vary slightly from basket to basket. They typically will not vary more than ½" to ¾" on smaller items and possibly an 1" to 1 ½" on larger items. See the section on BASKET MEASUREMENTS for more information.

I want to buy a basket that must fit into a limited size spot. The dimension I need is a critical size and just a bit different than the size that you list.

If you have a particular need that requires a critical dimension we offer Custom Selection Service. Please note that this is NOT a custom manufactured basket, but a service where we individually measure the dimensions of the already manufactured baskets to find the one that meets your size.

Here is an example of how this works: A customer has a cubby that is 16" wide and wants a basket that has a stated dimension of 15.5" wide. The customer could request that we ship baskets that are no more than 15.5" wide.

Please note our measurement accuracy is to 0.25"; do not request sizes that are to the 1/8 of an inch. If you need to take advantage of our Critical Size Service, you will first make your selection and then proceed to checkout. You will then enter your information in the Critical Size Request box in your shopping cart. Be sure to note the critical size requirements as an acceptable range.

Please also understand that we will do our best to find baskets to meet your requirements but we cannot guarantee availability. If we are unable to meet the requirement, we will contact you to decide how to proceed.

Do the colors of the baskets vary?

Because the baskets are handmade and hand-dyed, the color can vary from piece to piece and particularly between dye lots. If you need all your baskets to match as close in color as possible, we recommend that you buy them at the same time to ensure the least amount of color variation. You should also note this requirement in the "Notes to The Basket Lady" box on your shopping cart page.

Where are the baskets made?

All the design work is done at The Basket Lady offices outside of Philadelphia, Pennsylvania. The basket are all hand-woven and hand-dyed by skilled artisans in Indonesia, using high quality Indonesian rattan.

From what material are the baskets made?

Most of our baskets are made using high-quality Indonesian rattan, recognized worldwide as the best rattan. To give greater strength or a straighter shape, some of our baskets are made from rattan woven over a wire frame.

What is rattan?

Rattan is a vine-like palm native to the tropical regions of Africa, Asia, and Australasia. Rattan, unlike bamboo, is solid all the way through the reed and also has the ability to grow up to hundreds of meters long. In forests where rattan grows, its economic value can help protect forestland, by providing an alternative to loggers who forgo timber logging and harvest rattan canes instead. Rattan is much easier to harvest, requires simpler tools and is much easier to transport. It also grows much faster than most tropical wood.

 

VOLUME PRICING/CORPORATE ACCOUNTS/CUSTOM BASKETS

Do you offer a discount if I buy multiple baskets?

We work very hard to provide the highest quality baskets at prices that are affordable. For that reason we sell our product direct to the public at prices that would typically be at the wholesale level without the additional mark-up room for a typical wholesale or volume discount. We do offer a 10% discount to orders with subtotals above $500.00.

Do you offer wholesale pricing?

We do offer wholesale prices to our customers with corporate accounts. Please CONTACT US by phone or email to further discuss this option. Learn more about Corporate Sales.

Do you offer corporate or trade accounts?

We have a long, successful working history with the interior design, hotel, restaurant, and retail display industries and offer special accounts to these clientele. Services offered include custom designs, direct importing, and distribution. We gladly accept purchase orders and can extend payment terms upon completion of our corporate account application and credit history review. Learn more about Corporate Sales.

Do you make custom baskets?

We do offer custom manufacturing and design services. Due to our production methods, typical minimum order quantities are in the 50 to 100 piece range. We charge a $500 fee for each set of design and samples, which is then used as a credit once an order for direct import has been placed.