1. Lead times
Our products are all custom hand crafted and made on demand. We do stock some of our most popular products. However, when choosing customizations, your choices may affect whether or not a product is stocked. For instance, if you choose one of our Toilet Paper Holders, that would be a stock item, but only in unfinished, primed or white. If you choose Light Brown, we do not stock that color choice. With over 10,000 products, multiplied by many different customization options, it creates millions of possible combinations. Your order will enter the queue with every other order we receive. Typical lead times can range anywhere from 2 weeks to 6 weeks depending on multiple factors such as the type of product you are ordering, as well as the volume and complexity of all other orders we are trying to produce at the same time. We spend the proper amount of time on each product to ensure our high quality standards. We understand that sometimes, the longer lead times of custom products doesn’t always fit into your particular project timeline. If you need to get your product on a faster timeline, we MAY be able to help with that for an RUSH fee, depending on the type of product. For products which have doors, we may or may not have doors in stock, so they must be ordered and that will affect the overall lead time. Just give us a call at 913-829-6000 and we can tell you what options you may have.
If cancelling an order, it absolutely MUST be done in writing. We will not accept any order cancellations or order changes over the phone. It is too easy for miscommunications to happen. Therefore, it needs to be in writing. This protects both you and us from any miscommunications and/or lost or misdirected emails, letters in the U.S. Mail, etc. If cancelling an order, we will provide you with an confirmation number for cancellation, and will honor your request. Cancellation is NOT valid or confirmed without that cancellation confirmation number from us. When cancelling an order, be advised that there will be a restocking fee of up to 75% of the product cost depending on how far along the product is in the manufacture process and/or if we have already ordered any doors or other parts for your product. But the minimum cancellation fee will be 25% of the total product cost (not including shipping). We’ve already invested some labor time in working your order into our production queue, and we may have even ordered parts for it. We should be compensated for that lost productivity. If you refuse shipment of an order, NO CREDIT WILL BE ISSUED.
If there is an issue with a product received, you agree to contact us FIRST so that we can try to resolve that issue for you. Rest assured, that whatever remedy WG Wood proposes, it will be more than fair, and that it most definitely will solve your issue, and it will be the remedy you automatically agree to. By placing your custom order and agreeing to our terms and policies, you agree to waive any rights to disputing charges with your credit card provider and allow us to resolve the problem. Depending on the problem, remedies may include replacing parts on up to replacing an entire order if that is deemed necessary to solve the problem (this would be in limited circumstances). You agree to keep the product you received along with all of its packing materials and boxes for a minimum of 10 days or until we determine whether we want to ship that item back to us or not. If we are returning anything to us due to an error on our part, we will pay the return shipping.
4. NO RETURNS ARE ALLOWED
These are custom products and are built exclusively for you with your options and choices. When you purchase the product and it is delivered to you, you own it. In the unlikely event that we do agree to return a product that is not damaged, unless due to our error, you agree that you will be responsible for the return shipping and that you will insure that package against damage. If it gets damaged coming back to us, you will be filing a claim to recoup your costs. We will not pay any credit for damaged products coming back to us. If you return an order to us without a written authorization from us, NO CREDIT WILL BE ISSUED.
5. Change Orders
Change orders are allowed, however you will pay a change order fee of not less than $30 and could be more depending on what the change is. If the change requires new doors to be ordered, that will cost more because we will still have to pay for and take delivery of doors which are now incorrect.
We insure all of our shipments and we pack them extremely well! If there is a damaged product received, you agree to contact us immediately so that we can try to resolve that issue for you. We will handle filing any claims for damages with our insurance provider. You agree to provide us with as many photos as we require so that we can file claims for the damages and recoup our losses. Additionally, you agree to provide us with a sworn statement that the product was received damaged for our insurance company. If it is only partially damaged, we will replace what needs to be replaced and you will use the existing parts you already have to make up the balance of the product. Any damage claim paid on the product will be paid to WG Wood.
7. Incorrect orders
In the unusual event that you receive an item which does not appear to be what you ordered, you agree to contact us immediately and save all boxes and packing materials for at least 10 days. If you fail to do so, you agree to provide sufficient packaging to ensure its safe return to us. We will insure that package coming back to us and if it is damaged in shipment coming back to us, we will handle filing the claim for those damages and any claim will be paid to WG Wood. If we are replacing an incorrect item, we reserve the right to charge you for the second product until such time as we receive the original product back in good condition, then a refund of that second charge would be issued.
8. Estimated Shipping
Most of our products include free shipping. Volume orders and some select items may require estimated shipping. Various options and custom sizing, etc. can cause shipping rates to differ – sometimes substantially. In those cases, we will estimate shipping for you. If we have overestimated, we will refund the difference back to you. If we have underestimated the difference, we will charge that difference to you. In these rare instances where we do charge for shipping, we only charge what it actually costs us to ship the products to you via Fedex Ground. If you require speedier shipping, that can be done and you are responsible for the additional costs. Often times, for these types of products because they are so big and heavy, those shipping costs can double or even triple depending on the shipping speed. You agree that if you paid for your order via PayPal and we must bill you for additional shipping via PayPal, you will pay that additional shipping amount immediately.