Customer Care

ORDER STATUS

If you created an account when placing an order you can track your order here.

Order Confirmation and Tracking Numbers

You will receive an order confirmation email shortly after placing your order. This confirmation will give you the order number and indicate the total value of your purchase.

You will also receive a shipping notification email when your order ships (although there are a few exceptions in cases where your item ships from an off-site distribution center or is shipped by truck). For most orders, the shipping notification will include information on how to track your shipment.


CONTACT US

Monticello is dedicated to providing our customers with the greatest level of service. If you have a question or need assistance, please contact us by email, telephone, or postal mail.

catalog@monticello.org
Order line: 800.243.1743 (24 hours a day)

Customer service: 800.243.0743 (M-F, 9 a.m. to 5 p.m. EST)

Mailing Address:

Monticello Shop
P.O. Box 318
Charlottesville, VA 22902

Correspondence received outside of our normal business hours will be returned the following business day.

Privacy and Mail Preference Service:
Occasionally, we make portions of our customer mailing list available to other carefully selected organizations. If you would rather not receive such mailings, please send us an email with your name and address and request that we not share your name.


DELIVERY SCHEDULE

Unless express shipping is requested, your order should arrive in 5-10 business days. A physical shipping address is required.

Orders are delivered by UPS, Federal Express or the USPS Monday through Friday. Orders will not be processed or delivered on weekends or any Federal Holiday.

Orders placed after 2 p.m. Eastern Standard Time will not be processed for shipping until the following business day.

Some items ship directly from our manufacturer and require additional shipping time. Please check the item description to see if this applies to your order.

Please allow an additional 2-3 weeks for personalized and engraved items.

Furniture Delivery:

Some furniture items, because of size and weight, cannot be delivered via parcel carriers. These pieces are delivered via motor freight carrier. Freight carriers schedule deliveries Monday – Friday 9 a.m. to 5 p.m. A phone number is required when placing your order. You will be required to sign for the shipment, please carefully inspect your order and note any damages on the delivery receipt. You may refuse delivery if you discover damages.

Plant and Seed Shipping Restrictions:

Due to individual state restrictions, we cannot ship plants and/or seeds to the following:

Seeds – We cannot ship seeds to Arizona

Plants – We cannot ship plants to Arizona, California, Oregon, Washington, Canada, or Hawaii.

Plants & Seeds – We cannot ship plants or seeds outside the United States.

Plant Shipping:

Please check the item description for information on when you can expect your plant to ship.

Bare root plants ship March to April. Potted plants ship April-May. Apple Trees ship dormant February to March.

Backordered Items:

Sometimes items sell better than expected causing our inventory to be depleted faster than anticipated. We make every effort to notify customers quickly of a delay in their order, and to keep customers updated should a backorder date change. Backorders ship via the same method as the original order at no additional charge. You may cancel your backordered item at any time by contacting Customer Service: 800.243.0743 or catalog@monticello.org.

Canceling or changing an order:

If you need to cancel or make a change to your order, please contact Customer Service 800.243.0743 or catalog@monticello.org as soon as possible. We cannot cancel or make a change to any order that has been sent to our warehouse for packing. Please note: If you request to change the address of an order that has already shipped a fee of $17 will be assessed.


Shipping & Handling

Standard delivery:

We ship orders as received and notify you promptly of any delays.  Most items will ship to arrive in 5-10 days.

Standard shipping and processing charges: 

Merchandise Total Shipping per Address
Up to $25 $7.95
$25.01 to $50 $10.95
$50.01 to $75 $14.95
$75.01 to $100 $17.95
$100.01 to $150 $20.95
$150.01 to $250 $27.95
$250.01 to $350 $32.95
$350.01 to $450 $36.95
$450.01 to $550 $41.95
$550.01 and over $51.95

 

For orders to Alaska and Hawaii, add $4.00 to the above chart.

Express delivery:

Next Day: Add $30.00 in addition to the standard delivery shipping charge.
Second Day: Add $25.00 in addition to the standard delivery shipping charge.

Orders must be placed before 2 p.m. Eastern Standard Time, Monday – Friday. Orders placed after 2 p.m. Eastern Standard Time will not be processed for shipping until the following business day. Orders are not processed or shipped on weekends or any Federal Holiday.

Sales Tax:

Sales tax on the merchandise total is charged for items shipped to the following states and US territories: AK*, GA*, IA, IL*, IN*, KY*, KS*, LA*, ME*, MI*, MN*, NC*, NE*, NJ*, NV, OH*, OK, PA*, RI*, SD*, TN*, UT, VA*, VT*, WA*, WI*, WV, and WY*.

States and US territories marked with an asterisk also collect taxes on shipping and processing charges.


Our Guarantee

If for any reason you are not completely satisfied with your purchase, please return it within 60 days (unused in its original packaging) for a full refund or exchange.

Shipping costs and personalized items are not refundable.


Returns & Exchanges

We are happy to help you with a return or exchange.  Please contact us for a return shipping label.  Returns and exchanges through UPS, FedEx or the USPS are $10.00 per package.

Personalized products, food, beverages, and sale merchandise ending in $.99 may not be returned.

If your order arrives damaged, please contact Customer Service, 800.243.0743 Monday – Friday, 9 a.m. to 5 p.m. EST or email catalog@monticello.org as soon as possible. A replacement for the damaged merchandise will be sent immediately. We ask that you hold onto the damaged merchandise for two weeks. A shipper’s representative may want to inspect the damage. 

For your protection, return merchandise via UPS or Insured Mail. If requesting a refund, please allow 3 weeks for a credit to be applied to your credit card.


Gift Services

Placing a gift order:

If you would like your order mailed directly to a friend or family member, please type the gift recipient’s name and address in the shipping information section during checkout. Include a contact phone number for shipping purposes. Gift messages are available even if the gift wrapping option is not requested or available. Type your message in the order comments box during check out (max 185 characters). Your message will be printed on the gift recipient’s packing slip.

Gift wrapping:

An elegant look for any occasion. We will wrap your gift in white gift paper, trimmed with red Thomas Jefferson signature ribbon, and a bow. We include a hand-written Monticello gift card to add a personal touch. Include your message in the order comments box provide during check out (max. 185 characters). Gift wrap charge is $7.95 per item. Unfortunately, some larger items, and items shipped directly from our manufacturer cannot be gift wrapped. Check for gift availability on each product's page or contact Customer Service (1.800.243.0743) for more information.


Corporate Orders

We’re here to help you find the perfect gift for everyone on your list. Send exclusive, classically beautiful and delicious gifts inspired by Thomas Jefferson’s house and gardens. Shop knowing your purchase provides indispensable support for Monticello’s mission of preservation and education.

  • Complimentary gift card with your personal message.
  • Signature gift wrap and hand tied ribbon available for $7.95.
  • Hassle free business gift services: volume orders and list management.
  • Imaginative gifts for every budget.
  • On time delivery.

Connect with us today at giftservices@monticello.org or (800) 243-0743