HILL VIEW FARMS
CUSTOMER SERVICE - FACTS & TERMS
Customer question: Why do you not have online shopping? As consumers ourselves, we know that there are fewer mistakes, returns and dissatisfaction when dealing directly with the consumer. This is why we have a TOLL FREE phone and fax number for you to use. We can ask questions of each other and get your order exactly right. When you call us you will get us directly. If for some reason we are out of the office, we will tell you by machine and will return your call as soon as possible. We are here for the most part 7 days a week 24 hours a day and we are always happy to receive your call. There is no bad time to call. This is our job and we do it for you! Because we are consumers just like you!
The HVF Brand - what it means to you: As a contract manufacturer, we have learned A LOT through the years and the most important thing we have learned is not to blindly trust manufacturers trying to sell us a line of goods stating “quality”. We do our own research and CONTRACT only those manufactures that will supply the QUALITY we require and build goods to our specifications. It is ONLY this product that will carry the HVF Brand - exclusively, with no other manufacturer mark. This Branded Product in itself will carry a 2-year warrantee against defects, natural wear and tear, but not customer abuse or neglect.
For more on holding manufacturers accountable for quality click here.
Custom leather or textile work: We would be happy to entertain special requests for contract work. You must be able to provide the pattern work and or a sample, including a material list in order to receive a quote. Once approved, billing time for production is $50.00 an hour. (Materials not included).
Hill View Farms is a small family business and we welcome input on how we can better accommodate and serve you. We pride ourselves on prompt, friendly, and knowledgeable customer service. If you have any questions or concerns about your order or a product that you are interested in, please feel free to call us at our toll-free number: 866-723-5937. Any member of our staff can assist you. If you prefer to communicate via email, you may do so by emailing us at: firstname.lastname@example.org. Our mission is to provide only the very best products, all of which have been thoroughly field tested.
Ordering: Order: by phone, mail, email, or fax. In order to avoid mistakes, your invoice may be emailed to you for your confirmation before shipping. This is especially true if you email your order instead of using the forms provided.
Payments Accepted VISA, Master Card, Discover, American Express, check, cashier check, money order, wire and cash. A 2% discount for Cash and Check Payments is available for thrifty shoppers - ask when ordering.
Returns Items for return or exchange must be in new and unused condition, with their original packaging. A re-stocking fee or refusal of return may occur if these requirements are not met Some items may be offered to repair rather than exchange – based on mfg., recommendations. Any item returned beyond 30 days will not be accepted. Any items returned in a "used" condition will not be accepted. For all custom orders there is no return unless it was found to be a mistake made by Hill View Farms ®. Once a return is received in house a credit will be issued within five business days. All returns are to be sent to Hill View Farms *41564 Co. Hwy 4 Morgan, MN 56266. Returns not sent to this address will take 10 days longer to process. All returns must be made within 30 days of purchase and must be accompanied by the receipt or a copy of. Shipping charges are non-refundable. It’s recommended to use an insured and track-able shipping company (UPS, FEDEX or USPS Insured). Purchases paid by check will be refunded by check unless return is under $10.00, in that case an in house credit will be issued (allow 10 business days for payment). Credit card purchases must be refunded to the same credit card used for payment. If you are unable to provide a copy of the CC #, the credit will be applied toward future purchases. We are not able to look up accounts other than yours to determine purchase history. Sales are FINAL and non-refundable on clearance and deep discounted products items so please make sure you have the right size & color.
Shipping: Orders via UPS ground UPS shipping map. Allow up to 5 business days unless it is a drop-ship in which case it can take up to 10 days for delivery or US post unless otherwise requested. If you would like us to ship your order overnight or via some other carrier, just call us at our toll-free number 866-723-5937and we will make those arrangements.
Special and Custom Orders: If we do not have the exact item that you need, we may be able to order it for you. If it is not an item that we normally stock, we will require an advance deposit. Otherwise, you will not be charged for any item until it is being shipped to you or your designated recipient. Many of the products are made exclusively for Hill View Farms and will carry the HVF brand which maybe customized for little to no charge. For other custom orders on all products other than a saddle, which are canceled, there will be no returns unless item is found to be defective or a mistake by hill view farms. For a saddle, their maybe up to a 50% restocking fee.
Pricing: All prices and availability are subject to change without notice.
Sizing Information: We know how hard it can be to figure out sizing not only for your own clothing, but also for the wide variety of clothing and equipment for your horse. That is why our staff is available to help you, by telephone or email, with sizing information. We have customers all over the world -- consequently, we have devised creative ways for measuring all kinds of things "from a distance"
Saddle and Strap Goods Repair and Custom Saddlery Work: We are happy to offer repair services for your saddles and strap goods. Please give us a call regarding these services at our toll-free number: (866) 723-5937
Saddle Trials: We understand how hard it can be to find the right saddle for you and your horse. Accordingly, we do allow a trial period and provide written guidelines for you to follow to help you care for the saddles while they are in your possession. Before we ship a saddle to you, we ask that you call us 866-723-5937. We have knowledgeable and qualified staff members available to answer any fitting questions that you might have. You have 30 days after receiving the saddle to “trial” and check the fit. Please remember the saddle must be protected during riding and be kept in the condition it was shipped to you in case you need to return or exchange it. A credit card deposit for the price of the saddle, shipping and sales tax (if applicable) are required before shipment. Do, wrap you leathers in plastic or a tube sock, Don’t wear your tall boots or chaps-they might mark the saddle, Always use a pad to prevent sweat marks and Please do not oil or clean the saddle unless you plan to buy it.
Saddle Orders: To order a saddle you must call in so that your order can be customized for you and your horse. Orders placed require a 50% deposit. Once the saddle is completed payment in full is required within 30 days or your deposit will be returned, less any custom charges. The prices listed are base, and may or may not include various items such as tooling, die charges, pad, rear flank cinch, girth, seat and horn style, stirrups, extra seat padding etc. So CALL for the exact price. Because of the manufacturing production costs, saddle prices may vary. Trial period on saddles will be 30 days, (unless other terms are negotiated). Any saddle returned in a used condition will be assessed 25%. Any item returned beyond 30 days will not be accepted. We offer a 30 day MONEY-BACK guarantee less shipping on the saddles.
Lay-a-way: Will require 25% down with the balance due prior to shipment. A 10% charge will be assessed on lay-a-way orders canceled or returned within the time period for money back. 50% will be assessed on custom ordered items. Lay-a-way items must be paid for within one year, if not it will become the property of hill view farms and monies paid will be returned less the assessment.
Out of Stock /Back Orders: Items will be ordered and shipped when received from the vendor. We’ll keep in touch with you to let you know the status of your order.
Gift Certificates: For the hard to shop for two or four legged friends we offer gift certificates available in any denomination. Gift certificates are valid for one year after the purchase date.
Privacy and Security: We collect customer information through our web site and retail store. We use this information to process orders, enhance your shopping experience, and communicate with you about our products, services, and promotions. Please be assured that we will not sell any customer information to outside parties under any circumstances.
Bad Check/Credit card policy: If we receive a bad check or are told “the check is in the mail” when it isn’t, bad credit card or someone has product not paid for, the person’s name, city and state will be listed on the web site until the debt is paid. Click for the sneaky list.
Product Warrantees: If one is provided – extend to the manufacturer only. Hill View Farms ® sells retail and is NOT liable for any defective or warrantee product made by any manufacturer other than the HVF brand that Hill View Farms ® manufacture themselves. All warrantees from any manufacturer are limited to the original purchase price of the product and to the original purchaser who must have a copy of the original receipt for the item in question.
Wholesale: Hill View Farms ®distributes ToeStoppers, Aluminum cheek pieces for hackamores, Evolutionary saddles, Breast Collars, Head Stalls, Girths, Saddle Sox and misc. items nationally for re-sale. For further information please call.
Appointments: There is no charge for appointments / consultations made. However, due to the extreme demand on our time and the needs of other waiting customers, appointments made with Hill View Farms ® / Cathy Sheets Tauer must be confirmed by a credit card. Appointments made, may be cancelled or rescheduled within 24 hours to avoid the Non-refundable $50.00 no show penalty fee.
Disclaimer: We have done our best to accurately portray the products listed. Contact us if there is something that is not correct so that it can be corrected. The photo’s used in on the website and Catabook are of our horses, all whom have been imprinted and desensitized from birth. We are professionals; do not try to duplicate any of the stunts shown without properly training your horse or using the proper safety equipment such as helmets, vests, stirrups and foot ware. The purpose of the website and catabook is to further educate and entertain. The producer Cathy Sheets Tauer and Hill View Farms ® LLC disclaim responsibility or liability directly or indirectly in regard to any loss or damage incurred as the result of this information.
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interesting perspective on price: Written by John Ruskin, who
lived between 1819 and 1900.
It's unwise to pay too much. But it's worse to pay too little.
When you pay too much, you lose a little money, that is all.
When you pay too little, you sometimes lose everything, because the thing you bought was incapable of doing the thing it was bought to do.
The common law of business balance prohibits paying a little and getting a lot. It can't be done.
If you deal with the lowest bidder, it is well to add something for the risk you run.
And if you do that, you will have enough to pay for something better.
There is hardly anything in the world that someone can't make a little worse and sell a little cheaper - and people who consider price alone are this man's lawful prey.
On another issue - We have wrestled with the pricing issues for what we do. Some people seem to keep asking us to give them a discount or special treatment and some accept our fees. We have come to believe that it is not fair to the ones who don’t ask for price reductions to give discounts to the ones who do. Therefore, we have established some objective criteria that we use - based on the complexity of the situation, which we can judge by number of accounts, and the totals size of the assets we manage.
As we've started our manufacturing business we've evaluated every aspect of our business. Part of this process involved consulting with a number of current customers as well as some outside experts. We were very satisfied to learn that we were doing most things really well - that we deliver quality and value, that our service and guarantees are well above industry norms, and that our customer satisfaction ratings are very high.
Our financial consultant has advised that we establish some clear pricing practices. Some people seem to believe that the prices we quote are the starting point for negotiation and from time to time we have been drawn into that. That will no longer be the case. We will continue to offer high quality merchandise, personalized service and guarantees at prices that are fair, competitive and firm.
From time to time, to reduce inventory we will mark down some items. "Sale" and closeout items will be noted on the website.
Thank you all for your continued support.
For more on Hill View Farms ® click Our Journey
Web Master - Cathy Sheets Tauer