Customer Care
Ordering Process
Once your order is submitted, you will receive an email confirmation with your order number, which you should print for your records. If we have any questions regarding your order, we will contact you directly by email or phone.
We recommend you register in My Account, which will save your information and make the checkout process more efficient. It will also allow you to check on your current order's status, as well as view your past orders for reference or reordering.
If you have selected UPS Ground as your shipping service, please expect 1 to 3 business days for your order to be processed and shipped. If you selected UPS Expedited and your order arrives before 10:00 AM Eastern Time, your order will be processed and shipped the same day. Orders that arrive after 10:00 AM will be shipped the next business day.
After your order is shipped, you will receive an email directly from UPS with the tracking number so you can follow the status from our Michigan location.
Workshop Registration
Register for our workshops by selecting the workshop(s) you would like to sign up for. You will receive an email confirmation notifying you that you have been registered for those workshops. If the class is full, you may still register, however, you will be placed on a waiting list. Your credit card will not be charged unless you are contacted and accept an opening. Approximately one week before your workshop, we will send you an email reminder of the workshop and confirm any required materials or supplies. For detailed information regarding workshop registration, click here.
Payment Methods
We accept Visa, Mastercard, Discover, American Express, and Hollander's gift certificates as online payment. Please note that we do not accept purchase orders, money orders, business checks, or personal checks for website payment. In-store pickups must be paid for in advance. For security purposes, your credit card information is not visible to us and is not processed until your order is complete and ready to ship.
Michigan State Tax and International Duties
A 6% sales tax is included on orders billed to a Michigan address only. If the billing address is not in Michigan, there is no sales tax applied. All in-store sales or pick-ups are billed with sales tax, unless you provide us with a tax-exempt number.
Duties for all international purchases should be handled directly with your local customs authorities. We cannot be responsible for additional charges that may occur as a result of international shipments.
Shipping Information
We provide you with a shipping cost in the Shopping Cart. The cost is based on the weight, shipping service, and your location. We will contact you for approval if the cost is greater than 10% of the calculated cost provided by our UPS and USPS software.
Domestic Shipping - UPS Ground Service
All UPS Ground orders shipped in the contiguous United States (not including Alaska and Hawaii) and over $100 in product value, will receive an automatic $10 shipping credit at checkout. This credit applies only to the shipping cost. For all orders up to $100, the shipping cost is based on UPS rates and is determined by weight, destination, and selected service.
Domestic Shipping - UPS Expedited Service
Our Expedited Shipping options include:
1. 3-Day Select, 2nd Day Air, Next Day Air Saver (3:00 pm Delivery) and Next Day Air (10:30 am Delivery) Expedited orders placed before 10:00 a.m. Eastern Standard Time, Monday-Friday, will ship the same business day. Orders placed on Friday after 10:00 a.m. Eastern Time will ship the following Monday. Weekends and major holidays are not included in delivery time.
International Shipping
We offer both USPS (United States Postal Service ) and UPS for international shipping. Our rates include the standard USPS or UPS shipping charges and insurance.
Saturday Delivery
UPS delivers on Saturdays to domestic destinations only (not including Hawaii and Alaska.) This service must be requested and there is additional UPS fee that is quite expensive. Include SATURDAY DELIVERY in the Shopping Cart comments to ensure a Saturday delivery. We recommend you also call our store to assure we recieve this notification in time.
Insurance
All shipping rates include insurance.
Damaged Parcels
Occasionally a package may arrive damaged and a claim will need to be made. If this occurs, please contact us immediately and report the damaged package to UPS. We might request a digital picture of the damaged box in order to make a claim. We will ship a duplicate order as quickly as possible.
In-Store Pick-up
Items may be ordered online and held for pick-up in the store. Please indicate this option in the Shopping Cart and include your anticipated pick-up date in the COMMENTS BOX on the last checkout page. All In-store pick-ups must be paid for in advance.
Back Orders & Partial Shipments
We generally stock large quantities of our papers, book cloth, most bookbinding supplies, and other items. Occasionally, an item may be out-of-stock before we can reorder or update our website. We will contact you if there is something significant missing from your order, otherwise we will not hold your order unless you tell us to do so in the COMMENTS BOX on the checkout page.
We do not Back Order (ship out of stock items after they are received.) You must reorder them. Please note that a shipping credit from a previous order will not apply on reordered items unless the new total order reaches the $100 required minimum.
Merchandise Return Policy
We accept returns on all of our products in their original condition within 30 days of purchase with the exception of paper and book cloth, due to the fragile nature of these items. All returned merchandise is subject to the original shipping and handling fees, and the customer is responsible for the cost of return shipping. A receipt of purchase must be provided.
We pride ourselves on providing excellent customer service to all of our customers. If at any time there is a problem, please contact us immediately and we will work with you to resolve it as quickly as possible.
Samples
We offer sample books of book cloth, book board, and leathers. We do not offer samples of our papers. No shipping fees apply if you are ordering only sample books and you have a US mailing address. Unfortunately, we do not offer free shipping to international destinations.
Custom Cutting Services
We offer custom cutting services for our book board and papers. For information, click here.
Discounts and Sale Events
On all U.S. orders over $100, we offer a $10 credit on UPS ground shipping only. This credit does not apply to UPS expedited orders or international shipments. Please note that cutting services and some products do not qualify for a shipping credit. These are listed on the website.
We have sale events and periodic promotions. To learn about these and be notified of upcoming events, sign up to receive our website sale events announcements.
Gift Certificates
You can purchase a Hollander's gift certificate on our web site. Please contact us if you have any questions regarding using an old gift certificate from our previous webstie.
Website Security
Our website uses the latest in SSL encryption and security features for secure online credit card use. See our Privacy, Security, and Terms policy for detailed information. We do not store your credit card number and do not have access to it at any time.