Delivery time
If you order something by mail, the law requires the company to ship the goods within the time promised. The Federal Trade Commission’s Mail Order Merchandise Rule also states that if the company does not say when the product will be shipped, then it must be shipped within 30 days. This rule applies when you order by mail, regardless of whether your product comes by mail or by a private carrier such as UPS. The rule does not apply to: magazine subscriptions (except for the first order), photo developing services, seeds and nursery products, book and record clubs, and any C.O.D. (cash on delivery) orders.
If the company does not ship your goods within the time required, it must notify you of the delay and remind you that you have the right to cancel your order and receive a full refund, or wait for a new shipping day. The company must give you a free way to notify them of your choice: a postage-paid, pre-addressed post card or a toll-free number you can call. If you decide you want to cancel, you must notify the company—silence on your part means you’re willing to wait for the new date.
If you decide to cancel, the company must refund your money within 7 business days of cancellation. If you purchased by credit card, the company must adjust your statement by the next billing period.
If your order is delayed a second time, the company must notify you again and must assume you want to cancel. If you do not want to cancel, you must notify the company.
If the company does not follow the law, you should notify the Federal Trade Commission, 600 Pennsylvania Avenue NW, Washington, D.C. 20580.
For more information on consumer issues or problems, contact the Vermont Consumer Assistance Program through the process described below.
Seeking Help
The Public Protection Division is part of the Attorney General’s Office in Montpelier. Its primary responsibility is to enforce Vermont’s Consumer Fraud Act, which prohibits “unfair methods of competition” and “unfair or deceptive acts or practices.” Its Consumer Assistance Program (“CAP”), located in Burlington, mediates numerous consumer complaints each month. The scope of the activities of the division are governed by legislation, and there are certain things that the division, by law, can and cannot do.
60 On Your Own, 2008 Edition
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