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FAQ

1. How does shipping work?

2. Will my order all come in one package?

3. My shipping cost seems high. What’s up with that?

4. How does customer service work? Whom do I contact if I have a problem?

5. How do I get a refund?

6. Do you ship outside the U.S.?

7. Do you charge sales tax?

8. What forms of payment do you accept?

9. What do you do with my personal information?

10. Do I have to create an account in order to make a purchase?

11. How can I find out about nutritional information for food products?

12. What does it mean for a product to be “Pure” Catskills anyway?
 



1. How does shipping work?
When you make a purchase on Pure Catskills Marketplace, you are buying directly from the vendor. This means that each vendor ships their own products according to their shipping policy. Because of the diversity of vendors and products, Pure Catskills Marketplace allows vendors to set their own shipping schedules to accommodate their businesses. Vendors are expected to follow whatever shipping policies they set. You can view a vendor’s shipping policies both on their Item Pages and on their Profile Page. Vendors are encouraged to contact you via email when they ship your items, and they are encouraged to use a shipping method that includes package tracking.

2. Will my order all come in one package?
Your order may come in one package if all of your items were purchased from the same vendor.  If you purchased items from multiple vendors, however, your items will come in separate packages from each vendor.

3. My shipping cost seems high. What’s up with that?
Because you are buying directly from the vendors on Pure Catskills Marketplace, we do not have a central warehouse. Instead, each vendor ships their own products separately from other vendors. As a result, if you are buying items from multiple items, you will be paying for multiple packages, which will likely increase your shipping cost. In addition, because our vendors focus on farm, food, and wood products, many of their items have characteristics, such as perishability, that require more expensive shipping.

4. How does customer service work? Whom do I contact if I have a problem?
If you have any questions about products or problems with a particular sale, the vendor is the best choice to contact. They know the most about their products and can help you address your concerns quickly.  If you have problems navigating this website, or if for any reason a vendor is nonresponsive, please contact Pure Catskills Marketplace via our Customer Support feature.

5. How do I get a refund?
Much like shipping, vendors set their own return policies for their products.  You can view these return policies on vendors’ Profile Pages. Vendors are expected to follow whatever return policies they set. If you need to return an item, the first step is to contact the vendor and confirm that the return can be made. Refunds are then issued directly through the Pure Catskills Marketplace.

6. Do you ship outside the U.S.?
This will vary from vendor to vendor and product to product. You should check with a vendor’s Profile Page and the Item Pages of the products you wish to purchase to determine if an item can be shipped internationally. If you are buying from outside the U.S., please be aware that shipping may take longer than the domestic rates noted in vendors’ shipping policies.

7. Do you charge sales tax?
For New York residents, sales tax is assessed on purchases. Sales tax is calculated automatically at the time of sale based on shipping address.  Tax-exempt products, such as food, will not have this tax assessed.  In most cases, sales made to customers not living in New York will not have sales tax collected, as our vendors are primarily small businesses with no presence in other states. That said, you may be required by your state’s tax code to report online purchases for the payment of use taxes; consult your tax professional. Vendors are responsible for collecting, reporting, and submitting all sales taxes collected on Pure Catskills Marketplace.

8. What forms of payment do you accept?
Pure Catskills Marketplace accepts all major credit cards as well as PayPal.

9. What do you do with my personal information?
We know your personal information is important to you, so Pure Catskills Marketplace won’t sell, give away, or otherwise abuse your email address or any other information you provide.  For a more detailed explanation, please see our Privacy Policy.

10. Do I have to create an account in order to make a purchase?
You may create an account if you wish to speed future orders, but you are also welcome to check-out as a guest without creating an account.

11. How can I find out about nutritional information for food products?
Some of this information may be found on an item’s Product Page. For more detailed information, you may need to contact the vendor.

12. What does it mean for a product to be “Pure” Catskills anyway?
Pure Catskills means that for a product to be listed on Pure Catskills Marketplace, it must have been produced or manufactured in one of the six Catskills counties of upstate New York: Delaware, Greene, Otsego, Schoharie, Sullivan, or Ulster. 

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CONTACT

(607) 865-7090
purecatskills@nycwatershed.org

© 2017 Watershed Agricultural Council, All Rights Reserved

FUNDING STATEMENT

Pure Catskills Buy Local campaign is an
economic initiative of the Watershed
Agricultural Council with funding from NYC
DEP, USDA, U.S. Forest Service and other
sources. EOE/EOP ©WAC JULY 2016

Made in the Catskills