CONTACT US: 1 (855) 245-3650 (TOLL-FREE)      OUTSIDE THE U.S. 1 (919) 285-0930

E N G R A V E D   G I F T S  in time for  C H R I S T M A S !

Frequently Asked Questions

If you need further assistance, please call our Customer Service Department, toll free at: 1-888-851-9088.

WHY DON'T YOU HAVE SOUND CLIPS ON YOUR SITE?

We realize the sound of a bell is very important and we've considered adding sound. However, through experimenting, we've found that the quality of our bells doesn't 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 at which the speakers are set. 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. Essentially, the larger the bell, the deeper in tone and louder in sound.


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WHY DON'T YOU HAVE SOUND CLIPS ON YOUR SITE?

We realize the sound of a bell is very important and we've considered adding sound. However, through experimenting, we've found that the quality of our bells doesn't 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 at which the speakers are set. 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. Essentially, the larger the bell, the deeper in tone and louder in sound.


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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).


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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 1-888-851-9088 if you need something shipped more quickly, and we'll do anything we 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.



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HOW DO I TRACK MY ORDER? 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.


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WILL THERE BE AN INVOICE IN THE BOX?

Because many of our products are gifts, we only include a packing slip. We do not put an invoice in the box showing price. 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!


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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 a reduced cost. See the Shipping page for price chart.


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CAN YOU SHIP TO FOREIGN COUNTRIES?

We have shipped our product to many different countries. Although, as these orders are not a large percentage of our total orders, we do not have separate shipping charts set up for each country. Most items can be shipped to outside the US, and if you would like a shipping quote you can call us at 1-919-285-0930, 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.


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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 engrave a new bell at no charge within one business day and immediately ship at our expense via FedEx or USPS. Please make sure you order engraved bells in plenty of time to correct possible mistakes, as we cannot upgrade replacement shipping to air delivery at no cost. 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)!


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WHAT IS YOUR RETURN POLICY?

If you receive the wrong items, or your item is misspelled please retain the product and box and call us at 1-855-245-3650 We will replace the product or issue a complete refund (including any shipping). It's your choice! We will also pick up the incorrect item at our cost, with our apologies.

If an item is damaged in shipping, please contact us immediately at 1-855-245-3650 Save the box and all packing materials until after FedEx has inspected the package. We will send a replacement immediately, or issue a refund if an item is a 'one of a kind.'


Packages must be opened and inspected within three days of delivery as FedEx will not honor any claims made after a reasonable time. Sorry, but we cannot be responsible for damages discovered weeks or months later.


If you want to return the product for any other reason, please ship to the address below. Please write 'return' on your original packing list and put it in the box, along with a short reason if possible. It should be shipped in original packaging and insured. We will refund your original purchase price, minus shipping, when it arrives at our warehouse.


Ship Returns To:

Brass Bell

118 International Drive, Suite 103

Morrisville,NC 27560


Note to our holiday shoppers: For Christmas gifts purchased in November or December, we offer full returns for up to 60 days after Christmas.


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WHAT IF MY PRODUCT ARRIVES DAMAGED?

While we package well and consider ourselves dang near perfect, unfortunately the gremlins at FedEx or the postal service occasionally manage to trip us up. If that happens, please keep the item its original packaging and contact us. Packages must be opened and inspected within three days of delivery as FedEx will not honor any claims made after a reasonable time. Sorry, but we cannot be responsible for damages discovered weeks or months later. 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.


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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.


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WHAT IS BRASS?

Brass is an alloy consisting of varying amounts of copper and zinc, known since ancient times as a metal prized for its beauty and durability. It is easily worked with and can be finished with many patinas.


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HOW DO I CLEAN/CARE FOR BRASS?

We coat most of our brass bells with a clear lacquer finish that makes them more impervious to moisture and acid (like that found on fingers). If not handled often and in a clean/dry environment, the lacquer will hold up for many years. Outdoors, depending on the amount of sun exposure and moisture, the lacquer may need to be replaced eventually.


Lacquered bells should never be polished using brass polishers or any other solvent! Instead we recommend cleaning/dusting occasionally with a damp wet cloth, with any remaining moisture wiped off with a dry cloth. Lacquer can be removed without damaging the brass by using paint remover or lacquer thinner and reapplied if desired (after re-polishing the brass).


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WHY ARE YOUR NICKEL FINISH BELLS MORE EXPENSIVE? ARE THEY BRASS?

Our nickel finish bells are brass, but as they contain up to 20% nickel they are silver colored throughout (not just on the outside). While this does make them a little more expensive, it also gives them superior tarnish resistance and makes them even more difficult to crack.

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DO YOU HAVE EXAMPLES OF ENGRAVING?

Although we cannot provide previews of how every engraving will appear on every bell or brass plate, we do have photos that show a variety of our bells and bell finishes with text and logo engraving. Click here to see engraving samples.