FAQ

WHY DON'T YOU HAVE SOUND CLIPS ON YOUR SITE?
We get this question frequently, as obviously the sound of a bell is very important, and we've considered adding sound. In experimenting, we found that the quality of our bells did not come across in audio clips as they are heavily reliant on the quality of both the speakers being used by the viewer and the volume the speakers are set on. Many computer speakers---particularly on laptops---have very "tinny" sounding speakers that tend to make a bell the size of the Liberty Bell sound like a Salvation Army hand bell.

Many customers often want to know "how loud" a bell is, which cannot be determined in an audio file for a few reasons. First, a bell can be rung vigorously or very lightly, which greatly influences the "loudness" of the bell. Secondly, even if your speakers are turned up full force, you cannot get the true sound volume of many of our bells. We're happy to ring a bell for you over the phone if you'd like. Please note that any bell can be returned for a full refund (minus shipping) if not completely satisfied. Also, keep in mind that if two bells are similarly sized, the heavier one will have a deeper tone. Bells are basically deeper in tone and louder the larger they are.

HOW DO I KNOW MY ORDER IS SECURE?
We use the same state of the art encryption (SSL) that is used by some of the largest retailers to ensure your safety, and our website is hosted by a respected, professional company that also uses the latest technology for their servers. UniteU hosts many large retailers with revenues many times the size of ours and has had no problems in the past. In addition, most credit card companies limit your liability for on-line purchases (generally to $50).

WHEN WILL MY ORDER SHIP?
Most in-stock orders are shipped within 48 hours, and often the same day! On engraved purchases, we ask that you add one business day. But please call us toll-free at 1-866-417-2355 if you need something shipped even more quickly, and we'll do anything we possibly can to rush your order at no charge. Also call if you would like your order shipped air and we'd be happy to give you a guaranteed delivery date.

WILL I BE NOTIFIED WHEN MY ORDER SHIPS?
If you have supplied us with a valid email (and your spam filter does not block us) you should get an emailed tracking number when your order ships. If you do not receive this tracking number within 3 business days, feel free to contact us. Earthlink subscribers or other email programs that require us to fill out a form will not get the email unless they set up their program to accept mail from customerservice@brassbell.com. Sorry, but we're a well oiled machine and filling out all those forms would require skipping meals!

WILL THERE BE AN INVOICE IN THE BOX?
Because many of our products are gifts, we do not put an invoice in the box showing price, only a packing slip and (if you choose) a gift card. The emailed order acknowledgement you receive after ordering has the total cost of the order on it and can be printed if you need a receipt. If you forget, please email us and we'd be happy to send you one!

WHAT IF MY ENGRAVING IS WRONG?
While we make every effort to minimize mistakes, humans (and unfortunately we are) have a nasty habit of occasionally screwing up! Please call or add special instructions in the comment box of your order if necessary and we'll call or email you if we're unsure of your personalization order. If we make the mistake, we will rush you a correct replacement at no charge to you. If the mistake is yours, we will either significantly discount the replacement or in some instances (nameplates) will give you the correct replacement free of charge! On many bells, we can re-engrave the other side of the bell and "flip" the bell so that the incorrect engraving faces the wall and is not noticeable. We'll do the correction for free if you elect this method and you will only pay to ship to us (we'll get the return shipping)!

CAN I ENGRAVE MORE THAN TWO LINES?
You might notice that some of our items show more than two lines of personalization, but have boxes only showing two lines. At this time all of our online engraving boxes are set up to accept two lines of personalization, but if you see more than that on the sample we can probably do that for the same price. You can either make a note in the customer comment section when placing your order or phone your order to 1-866-417-2355. If we have any questions, we will call or email you.

CAN I FAX IN MY ORDER?
If you prefer to fax in your order, please fill out this form and fax it to 1-919-336-3157.

DO YOU SHIP TO APO BOXES?
Yes, we gladly ship via the U.S. Postal Service to our military customers with APO boxes and at the same prices we quote for U.S. shipping.

CAN YOU SHIP TO FOREIGN COUNTRIES?
We have shipped our product to many different countries, and often take orders from our neighbor to the north, Canada. As these orders are not a large percentage of our total orders, setting up separate shipping charts for each country would be cost prohibitive at this time. Most (not all) items can be shipped, but if you would like a shipping quote you can call us at 1-919-336-3154, or email us (customerservice@brassbell.com) for a quote. Orders can be phoned in or you can print and fax your order. We highly discourage sending us credit card information through emails, as that information is not secure.

WHAT IS YOUR RETURN POLICY?
Order with confidence, as we offer a 30-day money back guarantee on most items we sell. If you're not happy with your purchase for any reason, just call 1-866-417-2355 (toll-free) or e-mail customerservice@brassbell.com, and we'll give you instructions on how to return your item for a full refund (minus shipping). Unfortunately, on personalized items such as engraved bells, we cannot offer a refund if the mistake was made by the customer, so please double check when ordering! We will replace, at no charge, items that are personalized incorrectly by us.

WHAT IF MY PRODUCT ARRIVES DAMAGED?
While we package well and consider ourselves dang near perfect, unfortunately the gremlins at UPS or the postal service occasionally manage to trip us up. If that happens, please keep the item its original packaging and contact us. If you want a replacement, we will send one out immediately at our cost, or we will refund your total purchase price (including shipping) if you prefer.

WHAT IS YOUR PRIVACY POLICY?
Brass Bell does not share your information with ANY third parties! The only email or mail special offerings you will receive will be from us and only if you opt-in to receive these offerings. If at any time you receive an unwanted email from us, just reply to that email with "unsubscribe" in the subject box, and we will remove your name from future mailings.