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Order Authorization
We require a signature authorization for every custom order we build before any wood is ever picked, or any cutting is ever done. Your order will be built for you, using the specifications and dimensions approved by you in writing. Slight variations in dimensions and tolerances may occur, which is common to millwork and our products. We will work diligently to ship your order on or before your estimated ship date, recognizing that each order is a unique project for our craftsmen requiring time and expertise to complete.
Payment
Due to the custom nature of our product, orders require a 50% deposit at the time the order is placed, and the balance due prior to shipping. Payment methods accepted are Visa, MasterCard, Discover or check. Charges for shipping, handling and taxes will be billed at the time of shipment.
Taxes
Shipments made or picked up in Pennsylvania will be charged 6% sales tax. No sales tax will be charged for shipments made to locations outside of Pennsylvania.
Shipping, handling and delivery
We will select the most appropriate carrier for your order, depending on the size, weight and destination. Delivery is “to the curb”. Please be sure someone is available to sign for the delivery at the scheduled time. We ask that you always inspect your package(s) for damage before signing for the delivery. If the package is damaged but the merchandise looks unaffected, note the damage on all delivery receipts before signing. If you believe the product may be damaged, please refuse delivery and call our Customer Service Department immediately. We are not responsible for concealed damage that is discovered more than seven days after delivery. If you discover a problem within the seven day period after you’ve accepted delivery, please call our Customer Service Department. We may be able to resolve the problem without requiring you to return the item. Please retain all packing material until you’re completely satisfied with the condition of the product.
Returns, Refunds and Cancellations
Due to its custom nature, once a shutter order has been accepted and an initial payment received, it cannot be cancelled for any reason. Changes made during the construction process, if possible, will be billed accordingly. For hardware returns, please contact our Customer Service Department first, who must issue a return authorization number before any items can be returned. Returns without an approved authorization number will be rejected. Hardware must be returned in its original condition to be eligible for credit. Customer Service will inspect the hardware upon return and contact you with a credit determination. Special order items, custom hardware or discontinued hardware is not returnable for any reason.
Back orders
Back ordered items will be shipped to you as soon as possible, and in most instances within four weeks of order date. Any back ordered items that are more than four weeks old can be cancelled at the customer’s request, and payment will be refunded. All refunds will be made in the same manner as payment was received.
Our Promise
We stand behind our products. They’re built to last, constructed using time-honored techniques, superior materials and old world craftsmanship. Because our products are exposed to outdoor conditions, they will experience the normal wear and tear associated with finished exterior wooden products and hardware. If there is a defect in the material or workmanship, we’ll fix it. There is no warranty or fine print to worry about. We’ll take care of you – it’s that simple.
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