From...

December 23, 1999
Web posted at: 9:36 a.m. EST (1436 GMT)

by Eileen Smith

(IDG) -- When it comes to online shopping this holiday season, it's not really the thought that counts. It's the fine print in the company's return policy.

More people than ever are dancing the online shopping shuffle, and most experts agree that researching e-shops before throwing down the plastic is one of the smartest moves consumers can make.

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"Some problems developing to date are sites that can't keep up with their stock or can't get things out as early as indicated," says Russ Bodoff, chief operating officer of Better Business Bureau Online. "We always encourage consumers to look into guarantees and exchange policies on sites before they shop, or they'll be in for a rude awakening."

Shoppers should check sites for either the Trust-e symbol or Better Business Bureau Online seal, according to Consumer Reports Online. These seals identify the merchant as consumer-friendly.

"A lot of businesses are brand new," Bodoff says. "They haven't fully developed their customer service. Every company goes through a learning curve -- unfortunately, that often happens during the holiday season."

Your order's in the mail

"Companies need to be honest," Bodoff says. "There are only a few days left until Christmas."

The Massachusetts Office of Consumer Affairs and Business Regulations echoes the importance of scrutinizing return and shipping policies.

"A big issue we're seeing this holiday season deals with the policy of the vendor," says Jennifer Davis Carey, director of consumer affairs. "The law in this area is still evolving -- there may be jurisdiction issues and there are certainly enforcement problems."

For starters, Carey advises shoppers to steer clear of sites without readily displayed customer service phone numbers and real street addresses. (It's difficult to return an item to a post office box.) People should also educate themselves on consumer laws in their own state.

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"Sometimes giving turns into returning," Carey says.

You can still shop on Internet time

eToys guaranteed Christmas delivery on products ordered up until midnight last Saturday.

"Returns are almost a non-issue for us," says Jonathan Cutler, an eToys spokesperson. "We're able to provide the consumer with so much information and informative content, and pictures that truly display the product, so consumers are able to find what they're looking for."

"Every shipment includes pre-paid postage," Cutler continues. "All consumers have to do is slap it on and throw it in the mailbox--it beats standing in line at the mall."

Really last-minute options

Gift certificates are an option at Amazon.com, and you could still order gifts through Wednesday and use overnight shipping to get it there by Christmas. If you were buying a book, that would have cost you $8.00 in shipping plus $2.99 for any additional item.

"We go to a lot of effort to help people make the right purchase decision in the first place so they don't have to return it," says Bill Curry, an Amazon spokesperson. "But if they do want to return it, it's friction-free -- we don't fight with our customers."

You can return holiday gifts in their original condition to Amazon.com through January 31.