"Are
your CLAY Gnomes actually 'Hand-Crafted in the USA' or just imported from
overseas?"
We actually do make every single CLAY gnome here at Kimmel Gnomes by hand (i.e.,
'hand-crafted') right here in the beautiful Black Hills of South Dakota, USA.
This is why it does in fact take us a bit longer to ship out our higher quality
products. In addition all our CLAY gnomes and mushrooms are made of the finest
quality High-Fired Stoneware Pottery.
"What is the best way to
order Kimmel Gnomes from you?"
We highly recommend ordering
through our website. Ordering through the website is safe and secure, and access
is available 24 hours a day / 7 days a week. In addition you will receive an
order confirmation and shipment notice at the e-mail address you have provided.
Ordering through the website is easy, convenient, safe, and much faster.
"Where can I find books and
publications shown in this website?"
All publications mentioned in
this website can be obtained through your local bookstore, Amazon.com or eBay.
"Do you have unfinished (without color) CLAY gnomes available?"
Yes. Just specify 'Unfinished (without color)' by immediately e-mailing Customer
Service after placing your order. Be sure to include your name and order
number with the request. Prices and shipping rates are the same as finished CLAY
gnomes.
"Do you sell or share my
private information with anyone?"
Absolutely NOT! Your private
information is kept PRIVATE! We despise being SPAMMED every bit as much as you
do, so we most certainly will not be in turn doing it to others!
"Do you have the Travelocity™
Gnome available or can advise as to where to purchase?"
No, sorry. The Travelocity™ gnome is a registered trademark of the Travelocity
Corporation. Please contact them directly for further information.
"Can you change the color of my CLAY Gnome's clothes and/or skin
color?"
No, sorry. Gnomes shown are as they are and we cannot and will not alter them.
"Do you buy Antique Gnomes?"
If you have an old Gnome that you would like to sell, please e-mail
us with photos showing all angles of the Gnome. Tell us what you think it's made
of and anything you know about the Gnome. We need to know price your asking,
size, and where you are.
"I'm ordering a Gnome as a
Gift, can you please Gift Wrap the Gnome?"
No, sorry ~ Gift Wrapping is NOT available.
"How long will it take to
process my order?"
U.S. Order Processing / Shipment
Times: 7 to 14 BUSINESS DAYS to process i.e., to create the CLAY gnomes plus 3
to 7 BUSINESS DAYS TO SHIP. Please allow for additional time during Holiday
periods. Please also note: "Business Days" refers to Weekdays, Monday
through Friday - Weekends (Saturday & Sunday) and Holidays are NOT business
days.
"If after reading the above
answer I send an 'urgent' message by e-mail, then can I get it faster?"
No, sorry. The CLAY gnomes still
take us 7-14 BUSINESS DAYS to process plus 3-7 BUSINESS DAYS TO SHIP. Please
allow for additional time during Holiday periods.
"If I request by e-mail /
shopping cart / etc. that my order be shipped by Overnight-Air, 2-Day-Air, etc.,
and add a 'Shipment Deadline' to that, then can I get my order faster?"
No, Sorry. Due to the hand-crafted and labor intensive nature of our CLAY
products, we CANNOT accept requests for Overnight Air, Next-Day Air, etc.
delivery, NOR can 'Shipment Deadlines' ("must have by a certain
date.....") be accepted. Please do NOT ask - such requests will have to be
refused.
"How much will it cost to
ship my gnome?"
For Shipping Rates within the
United States please click HERE.
"I purchased a painted CLAY
gnome before August 2004 - can I get an a current updated glazed CLAY gnome for
free?"
All painted finishes have been
discontinued as of August 2004 (Please click HERE
for more information). Maintain your painted gnome with a coat of varnish each
year or replace with a glazed, no maintenance CLAY gnome.
"Do you give or sell my name
to any third parties (i.e. Spammers)?"
NO! Not under ANY circumstances would we ever or have we ever given out and/or
sold names, e-mail addresses or mailing addresses to any Third-Parties aka
Spammers, nor shall we ever! If you are receiving spam currently or might be in
the future, it was NOT a result of ordering from Kimmel Gnomes!
"Do you have any faster shipping options available?"
No, sorry! Our only offered shipping methods are by UPS Ground for USA (lower-48
states). This policy allows shipping costs to be affordable for everyone.
Average Delivery Time (AFTER completion of order) is 7 Business Days. Please
allow for additional time during Holiday periods.
"How do I stabilize my Gnome
on uneven ground?"
Place Gnome on a stick or twig
pushed firmly into the ground.
"Can you make up a special gnome to resemble a person (from a photo)?"
No, sorry. We do not offer this service.
"Can I visit Kimmel Gnomes?"
Kimmel Gnomes is not set up at this time to accept visitors.
"WHY HAS MY CREDIT CARD BEEN BILLED BUT I DO NOT YET HAVE MY GNOME?"
CREDIT CARDS WILL BE BILLED THE DAY YOUR ORDER IS PLACED. IT TAKES OVER TWO
WEEKS THIS END TO RECEIVE OUR FUNDS. CHECKS RECEIVED IN THE MAIL WILL BE
DEPOSITED IMMEDIATELY (DUE TO THE 3-4 WEEKS IT TAKES TO CLEAR OUR BANK).
"How do I return item(s) to you for exchange or refund?"
We offer a 30 Day Money Back Guarantee on all our CLAY Gnomes (original shipping
charges / return postage non-refundable) if not completely delighted with your
purchase. Merchandise must be returned in the same condition as it was received,
postage-paid and insured. Products MUST be returned within 30 days of receipt.
NO returns will be accepted without prior authorization. All returns MUST
include a copy of your invoice and explanation as to why it is being returned.
Any returns not meeting the aforementioned criteria will be returned to the
sender at the sender's expense. If you ship merchandise to us you MUST pack it
carefully and INSURE it - you must file a claim with your own carrier if we
receive the merchandise damaged.
"Why do the colors of the
CLAY gnome I received look different from the picture of it in your
website?" (OR) "Have you sent me a Painted Gnome by mistake?"
Our glazes look like paint. Please know we have not sent you a painted gnome by
mistake. Though your gnome looks hand-painted he is glazed (the color is fired
into the clay at extremely high temperatures). Only small details not glazed are
gold color, white dots on mushrooms and red stain enhancement (over the red
glaze) on cap. We do this to ensure the color remains vibrant for the life of
the gnome with no maintenance issues. You may leave your gnome outside all year
round. If you would like a shiny, smooth finish simply varnish.
Regarding CLAY Gnome
Finishes - ALL CLAY GNOMES & MUSHROOMS ARE NOW GLAZED! Our finishes
effective August 2004: We color our gnomes & mushrooms with a matt glaze and
only use acrylic paint for small details on some gnomes and all mushrooms. The
glaze finish ensures true color and zero maintenance for the life of the gnome
& mushrooms. CLAY Gnome & Mushroom maintenance: All gnomes &
mushrooms purchased before August 2004 have painted finishes. We advise a coat
of varnish once a year. Gnomes & Mushrooms may be repainted with acrylic
paint.
"I placed my order a few
days ago but haven't received a shipment notice yet - why?"
All our CLAY Gnomes require 7-14 BUSINESS DAYS to process plus 7 BUSINESS DAYS
TO SHIP. Please allow for additional time during Holiday periods. You will be
sent a shipment notice at the e-mail address you have provided after your order
ships. NOTE: Due to the e-Mail Filtering Programs used by most ISP's (Internet
Service Providers) including AOL, MSN, Earthlink and others, after placing your
order you may not receive either your Order Confirmation or your Shipment
Notification at the e-mail address you have provided. As we have NO control over
this we strongly recommend that either prior to or immediately afterwards, that
you contact your ISP directly and request that the domains of kimmelgnomes.com,
yahoo.com and ups.com specifically not be blocked.
All customers are e-mailed an
order confirmation and shipment notification. If you do NOT receive these it is
due to arbitrary interference from your ISP, and not the fault of Kimmel Gnomes.
If you do NOT receive these e-mails, YOU must contact THEM to have the block
removed, as Kimmel Gnomes has NO jurisdiction over this. IN ADDITION, IF YOU
HAVE AN ANTI-SPAM E-MAIL PROGRAM INSTALLED IN YOUR COMPUTER, BE SURE TO CHECK
YOUR E-MAIL DELETED FOLDER FOR BOTH ORDER CONFIRMATIONS AND SHIPMENT
NOTIFICATIONS!
"Why haven't I received an order confirmation / tracking number / answer to
my questions (etc.)?"
While NO system is 100% fail-proof, odds are good you were in fact e-mailed an
order confirmation and/or tracking number, and ALL questions put to Kimmel
Gnomes are answered WITHOUT exception! Unfortunately the problem lies in most
all of the 'Anti-Spam' software that is now being used, either privately
(installed directly in your computer) or worse still, being used by your ISP
(internet service provider). With all the virtual TONS of spam mail we all seem
to receive, it's no small miracle that the small amount of things we'd like to
get through, manage to reach us at all!
For our customers who have anti-spam software installed directly, please check
your 'Deleted Items' folder first before assuming you haven't received a
response from us - we just might be in there! For people who's mail is being
filtered by their ISP, please request directly to them that all mail coming from
the domain 'kimmelgnomes.com' be allowed through! However, if all else fails
please do not hesitate to contact us for order confirmations, tracking numbers,
and anything else of concern! We keep very good records here and if there's a
problem, we will find the answer!
"Can you help me understand why it may take several weeks for my order to
ship? Do you individually make gnomes as they are ordered?"
That is correct in fact, we do make up CLAY Gnomes as required which can often
takes several weeks to complete each one. We work very hard to get these CLAY
Gnomes out to everyone ASAP during the course of our 7 day per week / 18 hour
day / no holidays schedule. So given these facts we surely DO appreciate your
business and Thank You for being a Kimmel Gnomes customer!
"Can't you just grab a Gnome off the shelf and ship it to me right NOW /
this minute!?"
Nope, sorry! All our CLAY Gnomes are made 'in-house' right here in the U.S.A.
"Can I place an Online Order using DiscoverCard, PayPal, or online
Check?"
YES, you can pay directly using Visa, MC, or Amex ~ OR pay through PayPal using
Visa, MC, Amex, DiscoverCard, etc. or Online Check.
"Can you identify and/or evaluate my Gnome?"
We're sorry, we don't offer identification or evaluation of antique Gnomes.
"If I have questions about my order status, who should I contact?"
Please contact our resident
Worker Gnome in our Shipping Department for all questions pertaining to your
order status. For an expedient and courteous answer click HERE.
"Do I have to order through the website?"
No, alternatively you can order
from us thru the mail, and mail in your order.
"When will my order ship?"
7-14 BUSINESS DAYS to process
plus 7 BUSINESS DAYS TO SHIP. Please allow for additional time during Holiday
periods.
"How long will it take for my order to arrive?"
Most U.S. orders will take 7
business days to arrive from the shipping date. Please allow for additional time
during the Holidays.
"Can you ship my order by UPS Overnight or 2nd
Day Air (etc.)?"
Our only shipping method for (lower-48 states) USA orders is by UPS Ground,
which has been on average arriving within 7 business days after being shipped.
We do NOT offer an alternative shipping method due to the HIGH costs involved.
For example UPS Overnight costs an additional $100-$150 or more, or UPS 2nd Day
an additional $75-$100 or more! For Foreign orders the aforementioned shipping
costs for UPS WorldShip can be double or more! We strongly advise shopping ahead
of time for that upcoming birthday, anniversary, or holiday gift, regardless
where you are located and/or are shipping to!
"Can you bill the shipping
charges to my Fed-Ex / UPS / Airborne / etc. account?"
No. Corporate Policies covering the rural area we are located in do not allow
for 3rd party billing of shipping charges.
"Do you have molds to sell
or can tell me where to buy molds?"
We do not sell molds nor can we
recommend as to where to buy molds. We make all our own molds from scratch,
which is a time consuming and very expensive process. If you wish to pursue this
route, expect to make an investment of $500. to $1,000. per mold, and be
spending many hours perfecting the craft.
"What should I use to paint
my Gnomes?"
We do NOT recommend the
re-painting of any of our CLAY gnomes as this will surely decrease their value
in the future, but for those who insist: Use any stains or paints suitable for
ceramics then cover with 3 coats of exterior varnish such as Delta Ceramcoat™
Matte Exterior/Interior varnish, or you may use Patio paint.
"Where can I find patio
paints and other paints and supplies?"
At most hardware stores or at
craft supplies stores.
"What about CLAY Gnome
Maintenance?"
All our gnomes are now glazed and
do not require maintenance. However for those who insist you may apply a coat of
varnish once a year.
"Why was my Credit Card
billed an additional amount?"
ALL shipping addresses are verified through the UPS databases prior to shipment
and MUST be correct! UPS charges us a $8.00 Service Charge for every incomplete
and incorrect address they receive. This fee will in turn be passed along to the
customer! Floor / Apartment / Suite (etc.) numbers MUST be included with the
Shipping Address! We cannot ship to P.O. Boxes!
"I purchased a painted CLAY
gnome before August 2004 - can I get an a current updated glazed CLAY gnome for
free?"
All painted finishes have been
discontinued as of August 2004 (Please click HERE
for more information). Maintain your painted gnome with a coat of varnish each
year or replace with a glazed, no maintenance gnome.
"What is your Delivery
Time?"
Our CLAY Gnomes are made to order, meaning that as we receive your order each
piece is hand crafted, hand decorated and then fired in our kiln. This process
normally takes two to three weeks. As we get closer to the holiday season you
will be looking at a 3 to 5 week turn around time.
"I'VE BROKEN MY CLAY GNOME -
WHAT DO I USE TO REPAIR HIM (OR HER)?"
WE'VE HAD VERY GOOD SUCCESS
REPAIRING OUR OWN ANTIQUE CLAY GNOMES WITH A PRODUCT CALLED 'TITEBOND II'
(MANUFACTURED BY FRANKLIN INTERNATIONAL) AND AVAILABLE THRU AMAZON. SIMPLY PLACE
THE GNOME ON A TABLE IN SUCH A POSITION AS TO OFFER SUPPORT TO THE DAMAGED AREA,
APPLY PRODUCT TO BOTH BREAK SURFACES, JOIN PARTS AND HOLD TOGETHER A FEW MINUTES
- GENTLY WIPE OFF EXCESS GLUE IMMEDIATELY WITH A PAPER TOWEL AND ALLOW TO SIT
FOR 24 HOURS. AFTER DOING SO GNOME CAN BE PLACED OUTSIDE AS MATERIAL IS
WATERPROOF. IN THE MANY YEARS OF USING THIS PRODUCT WE'VE NEVER HAD A FAILURE.
NOTE: WE SPECIFICALLY RECOMMEND USING TITEBOND II - WE CANNOT ACCOUNT FOR OTHER
VERSIONS OF TITEBOND AS WE'VE NEVER USED THESE.
"Why are your CLAY gnomes
only guaranteed for one year instead of forever?"
We guarantee our CLAY gnomes for
only one year because it has been our experience that people expect us to
replace a gnome that they have run over with their car, or their kids have used
as target practice, etc.. We use extremely frost resistant stoneware pottery
which made to be placed outside all year round. But it is pottery and therefore
pottery gets broken in a variety of ways. We are restricting our guarantee so
that in 50 years we are not liable for a gnome that was run over with the
lawnmower! Our CLAY gnomes are extremely hardy but like anything else, they are
not bomb-proof but as close as we can come given the medium (clay) in which we
work.
NOTICE: ALL PAINTED GNOMES WERE
DISCONTINUED AS OF AUGUST 2004 (Please click HERE
for more information).
Still have more questions? Please
contact our Customer Service Department by clicking HERE