Customer Service

City on a Hill Studio recognizes the privacy interests of children, and we encourage parents and guardians to take an active role in their children’s online activities and interests.  This Site is not intended for children under the age of 13.  City on a Hill Studio does not target its Services or this Site to children under 13.  City on a Hill Studio does not knowingly collect personally identifiable information from children under the age of 13. 

We may use small text files called cookies to improve the overall Site experience. A cookie is a piece of data stored on the user’s hard drive containing information about the user. Cookies generally do not permit us to personally identify you. 

The Site may track the total number of visitors to our Site, the number of visitors to each page of our Site, browser type, and IP addresses; and we may analyze this data for trends and statistics in the aggregate, but such information will be maintained, used and disclosed in aggregate form only and it will not contain personally identifiable information.  We may use such aggregate information to analyze trends, administer the Site, track users’ movement, and gather broad demographic information for aggregate use. 

We may provide your personally identifiable information and the data generated by cookies and the aggregate information to the vendors and service agencies that we may engage to assist us in providing our Services to you.  Such third party entities may be obligated to use your personally identifiable information solely to provide the services to us.  We will disclose your personally identifiable information if we reasonably believe we are required to do so by law, regulation or in cooperation with any governmental investigation.  We will not sell your personally identifiable information to any company or organization; except we may transfer your personally identifiable information to a successor entity upon a merger, consolidation or other corporate reorganization in which City on a Hill Studio participates or to a purchaser of all or substantially all of City on a Hill Studio’s assets to which this Site relates.  

We may employ procedural and technological security measures that are reasonably designed to help protect your personally identifiable information from loss, unauthorized access, disclosure, alteration or destruction.  City on a Hill Studio may use encryption, password protection, and other security measures to help prevent unauthorized access to your personally identifiable information. 

If an item is damaged:

Any item damaged in shipping may be returned within 30 days of receipt. We will pay for shipping back to us (if necessary), and send you a replacement item for no additional charge.

If an item is defective:

Any item that is defective (referring to technical problems with a DVD, caused by City on a Hill) may be returned within 90 days of receipt. We will pay for shipping back to us (if necessary), and send you a replacement item for no additional charge.

If an item is not what you expected/no longer wanted:

If you are not satisfied with an item (wrong size, not what you expected, etc.), you may return it within 30 days of receipt. After City on a Hill has evaluated the state of the product (whether it is in re-sellable condition), we will issue a refund or exchange it for the same item (or in some cases, an item of equal value).

Items are re-sellable if they are unopened, or have no wear-and-tear; this is subject to the discretion of City on a Hill.

A re-stocking fee of $1.55 per order and $0.45 per item will apply.

We cannot refund original shipping charges. City on a Hill will not reimburse for shipping back to COAH.

How to return an item:

YOU MUST CONTACT CITY ON A HILL before returning an item for ANY reason. Every return must be accompanied by an RMA (Return Material Authorization) number, which you will receive when contacting COAH about your return. To receive your RMA number, as well as instruction on how/where to ship your return back to us, please call (502)245-2425, ext. 25.

If material is returned to City on a Hill without an RMA, the return will be subject to additional processing fees.

Please note that it may take up to 3 weeks to process a return from the date we receive it. We will notify you via email when we receive your return, and do our best to credit your account in a timely manner.

We can only accept returns that were originally purchased from City on a Hill. If you purchased a COAH product from another store, please contact them for their return policies.

If you use the Site to purchase a product, payment must be received by City on a Hill Studio prior to City on a Hill Studio’s acceptance of an order, unless otherwise agreed by City on a Hill Studio. City on a Hill Studio may need to verify information you provide before City on a Hill Studio accepts an order, and may cancel or limit an order any time after it has been placed, including but not limited to the event that a product is listed at an incorrect price due to typographical or other errors. If payment already has been made and your order is canceled or limited, City on a Hill Studio will refund any payment you made for the product that will not be shipped due to cancellation or limitation of an order in the same tender as the original purchase. City on a Hill Studio expressly conditions its acceptance of your order on your agreement to the Terms.

In ordering products through the Site, you agree to provide only true, accurate, current, and complete information. You hereby certify that any e-mail account you provide to City on a Hill Studio is registered to you. City on a Hill Studio shall have the right to bar your access to and use of the Site if it has reasonable grounds to believe that you have provided untrue, inaccurate, not current, or incomplete information to City on a Hill Studio. You agree that if you are ordering or purchasing products on behalf of a company, that you have sufficient authority to bind that company to the Terms. You agree that your placement of an electronic order on the Site is sufficient to satisfy the Statute of Frauds, and no further writing is required.