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Thank you for supporting our small family business. We genuinely appreciate your patronage! We run our online store out of a very real retail shop. Online and in person, we always strive to provide the best service. Please know that we will do our very best to accommodate you. This page contains our contact information and important store policies.
 
Contact Us
Phone: (510)204-9801
Fax: (510)204-9802
Email: shop@castleintheair.biz
Weblog: blog.castleintheair.biz
Press Contact: Becca Blanco, (510)444-9602, becca@rubypr.com
 
Store Location and Mailing Address
Castle in the Air
1805 Fourth Street
Berkeley, CA 94710
 
Regular Store Hours
10am–6pm Monday through Saturday

11am–6pm Sunday

Holiday Season Store Hours (Between Thanksgiving and New Year's)
10am–6pm Sunday, Monday, Tuesday,
Wednesday
10am–7pm Thursday, Friday, Saturday
 
Holidays
Castle in the Air is closed on New Year’s Day, Easter, Thanksgiving, and Christmas Day. We are also closed for five days in early January for inventory.
 
Online Customer Service Hours
10am–5pm (Pacific) Monday through Friday
 
While it is not unusual to reach someone outside of these hours (especially during the holiday season), our Manager of Online Affairs is generally the best person to answer your questions regarding online orders and merchandise. If you leave a message, please let us know the best time to return your call, and do include your time zone.
 
Traditional Mail Order
If you prefer not to order through the internet, we are happy to take your order by phone, fax, or mail. If we are unable to take your call, you may safely leave your order on our voice mail.
 
Please include the items’ names and quantities (a printout of your shopping cart is sufficient for mail or fax orders), and be sure to give us your billing and shipping addresses if they are different. Your shipping address should be a street address (including your apartment, suite, or floor number), as UPS will not deliver to post office boxes.
 
We accept Mastercard, Visa, American Express and Discover. We will need the credit card number, expiration date, and the three-digit security code on the back (last three numbers in signature strip). AMEX cards are slightly different, having a four-digit security code on the front of the card.
 
Please also include your phone number and email address so that we may reach you in the event of a problem with your order.
 
Shipping
We ship mail orders Monday through Friday via the US Postal Service or UPS Ground, depending on package weight and size. Please allow eight to ten business days (or more, during the holidays) to receive your order. If you would like your order sent via a different carrier or sent using an express service, please mention this in the "Notes" section of the checkout form. Express orders and international orders are subject to charges exceeding our standard shipping costs. If additional shipping is needed, we will contact you with an invoice via email.

We use the following shipping schedule to determine shipping costs within the United States:

Order Total Shipping
Up to $15.00 ($7.00)
$15.01 - $30.00 ($9.00)
$30.01 - $60.00 ($11.00)
$60.01 - $80.00 ($12.00)
$80.01 - $100.00 ($14.00)
$100.01 - $200.00 ($17.00)
$200.01 and up ($18.00)

In addition to the above shipping costs, shipments with a billing or shipping address (or both) in California are subject to sales tax of 8.75%.

Packing Materials
We pack many of our orders in shipping materials recycled from our own deliveries. Please reuse them or call the Plastic Loose Fill Council toll-free at (800)828-2214 to find businesses in your area that will recycle them. Retail shipping stores can often make use of them.
 
Back Orders
We do our best to keep all products in stock and our website up to date. We will email or phone you if any part of your order is unavailable.
 
Returns
We thank you for your order and hope that everything is as you expected and meets with your approval. Our wish is for you to be happy with your purchase. If for any reason you are not completely satisfied with any of our products, please call us right away so we may promptly replace or exchange the item, arrange for store credit, or issue a merchandise refund.
 
We will gladly accept returns within 30 days of purchase. Please call within five days of receipt.  We will credit your account, less shipping charges, upon receipt of your item. All returns must be in original condition. Please understand we cannot accept returns of cut ribbon, opened or used items, sale items, or fountain pens that have been charged with ink.
 
Privacy
All of us at Castle in the Air are passionate about pens, stationery, and mail in general, and we are committed to supporting the proper use of the postal system. We, like most people, dislike and discourage unsolicited messages, whether physical or electronic. Rest assured that, unless compelled under law, we will never share your information with anyone.

We provide crafting classes at the store, and do send out an announcement mailer to interested customers who have asked for it. We also have an email newsletter which features information on upcoming classes and a link to a seasonal craft project. We will not add your postal or email address to these lists unless you specifically request us to do so. If you are currently on the mailing list and want to be taken off, please let us know.

If you have any questions or comments regarding this or any of our policies, please contact us.

 
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