FAQs

General Shopping Questions

• What happens if I order an item and it is not in stock?
  We do our best to ensure all items in the storeWALL Marketplace are in stock at all times. Because we accept orders by methods other than the web, some items may occasionally be out of stock. When this happens, you will be notified by e-mail the next business day that some or all of your order may not be available for immediate shipment. At that time you can choose to:

  • Ship the order with items in stock, then ship the backordered items when they become available
  • Choose to wait to ship the order until all items are in stock
  • Cancel the items not in stock
  • Cancel the entire order

  Rest assured that you will not be charged for any items until ship.
• Do you have a catalog?
  We sure do! You can receive a printed catalog along with a free sample kit by filling out a simple form: Catalog Form
  
  Please allow 5-7 days to receive the sample kit and catalog.

Ordering and Payment Questions

• What credit cards do you accept?
  We accept credit and debit cards with the Visa, MasterCard, Discover or American Express logo. Ordering on this website with a credit/debit card is the quickest way to receive your merchandise
• When do you charge my credit card?
  We do not charge your credit card until your items ship. We do get authorization approval for the credit card you use during the checkout process.
• May I order via phone?
  Sure can! Just give us a call – toll free at (866) 889-2502 Monday through Friday from 8:30am to 5:00pm Central Time, and we'll be glad to help!
• Will I be charged sales tax?
  If you live in Wisconsin, we are required to collect sales tax. Depending on which county you reside, there may also be local and county sales taxes. You will see the Sales Tax charged during the checkout process.

Shipping and Delivery

• How much will it cost to ship my order?
  We offer flat rate shipping, according to the following pricing matrix:
  
  

  Order Amount	Flat-Rate Shipping
  $100 or less	$10.00
  $100.01 to $250.00	$20.00
  $250.01 to $500.00	$35.00
  $500.01 to $750.00	$55.00
  $750.01 to $1000.00	$70.00
  $1000.01 to $1500.00	$105.00
  $1500.01 to $2000.00	$140.00
  $2000.01 to $2500.00	$170.00
  $2500.01 to $3000.00	$200.00
  $3000.01 to $3500.00	$230.00
  $3500.01 to $4000.00	$260.00
  $4000.01 to $4500.00	$290.00
  $4500.01 to $5000.00	$320.00
  $5000.01 to $5500.00	$350.00
  $5500.01 to $6000.00	$380.00
  $6000.01 to $6500.00	$410.00
  $6500.01 to $7000.00	$440.00
  $7000.01 and higher	$470.00

  Shipping charges are automatically added to your order total, and available for your review during the checkout process.

• What shipping services do you use?
  We use UPS for most everything except for 8’ wall products. For larger items (like 8’ products) or larger orders (usually over $1500), we may ship via common carrier (truck).
  
  If all or part of your order ships via common carrier, you will be notified by phone when the shipment will arrive. UPS does not call ahead, but they do require a signature before they will deliver tha package. This is for your protection as well as ours.
• How long will it take for my order to arrive?
  That depends on product availability and how quickly you need it. Most in-stock orders will ship the next business day after the order date. Once it leaves our building, the time it takes to be delivered depends on whether the items were shipped via UPS, truck or both.
• Do you ship outside of the United States?
  At this time we are not able to ship outside of the continental United States. For customers in Alaska, Hawaii, or any international customers, please e-mail us at customerservice@storewall.com and we'll help you locate a storeWALL distributor in your part of the world.
• What happens if something is damaged during transit?
  For your protection, we require that all shipments must have a signature. While this might be inconvenient, it ensures that you have access to review the contents for damage prior to accepting them, and it gives you an opportunity to ensure the shipment is complete.
  
  All shipments leaving our warehouse are inspected by our warehouse manager and the shipping company's driver to ensure items leave here undamaged.
  
  If you see visible damage to any package, immediately open the package(s) in front of the driver so that they can also see what might have been damaged. You should then note any damage on the bill of lading (if you received your items via common carrier) or make note of the damage with the UPS driver.
  
  All damage claims must go though the carrier, as they will replace any damaged items. You will not be charged for shipping or pickup of the damaged items. It may take up to 45 days for a freight damage claim to be completely processed.

Returns

• How do I return something?
  It is important to us that you're happy with your purchase, so we're happy to accept returned items for any reasons within 30 days of the date you received the product. We will refund the full purchase price less a 15% restocking fee.
  
  Product Return Guidelines and Restrictions
  
  

  • Please contact our customer service department at (866) 889-2502 Monday through Friday from 8:30am to 5:00pm before shipping your products back. We need to issue a Return Merchandise Authorization (RMA) for our warehouse so they know to expect your product back and why it is being returned.
  • You are responsible for shipping costs for returning the product. storeWALL will not refund the cost of shipping your products back to us, or any shipping costs occurred when your order was originally placed. Also, you are responsible for ensuring the products get back to us in the same condition we shipped them. Because of this we recommend that you use a carrier that offers insurance as part of its service, such as UPS.
  • We cannot accept returns of incomplete packages. For example, if you buy a case of 4' material, we cannot accept a partial case for any reason. We'd be more than happy to accept the entire case of 4' product for return.
• I just returned items from my order. When do I receive a refund?
  As soon as we receive your package, we will immediately process your refund and notify you by email.
  
  You should see this credit appear on your account within 3-6 business days. This processing time varies by financial institution. If you have questions about the amount of time it will take for the refund to post to your account, or if you don't receive the credit within 6 business days, please contact your credit/debit card bank.
• What happens if something is damaged during transit?
  For your protection, we require that all shipments must have a signature. While this might be inconvenient, it ensures that you have access to review the contents for damage prior to accepting them, and it gives you an opportunity to ensure the shipment is complete.
  
  All shipments leaving our warehouse are inspected by our warehouse manager and the shipping company's driver to ensure items leave here undamaged.
  
  If you see visible damage to any package, immediately open the package(s) in front of the driver so that they can also see what might have been damaged. You should then note any damage on the bill of lading (if you received your items via common carrier) or make note of the damage with the UPS driver.
  
  All damage claims must go though the carrier, as they will replace any damaged items. You will not be charged for shipping or pickup of the damaged items. It may take up to 45 days for a freight damage claim to be completely processed.

Security and Privacy

• What do you do with the information you receive from me?
  We don't share it, that's for sure! We keep any information we receive from you away from those who invade your privacy or send you spam. Whatever info you give us is only used to process your order and improve your experience with us. See our Privacy Policy for more details!
• I would like to order, but don't want to transmit my credit card information via the web. What do I do?
  If you're uncomfortable ordering over the web please call our English speaking customer service team. Our Order Desk is open Monday through Friday, 8:30 a.m. to 5:00 p.m. Central Time.
  
  Call us - toll free at (866) 889-2502 or e-mail us at customerservice@storewall.com if you need assistance placing an order.
• Do you use cookies? If so, why?
  We do use cookies. Cookies are very tiny text files that are stored on your computer when you visit certain web pages that record your preferences. storeWALLMarket.com uses cookies to keep track of what you have in your shopping cart. They cannot harm your computer and they do not contain any personal or private information. You must accept cookies to shop at storeWALLMarket.com.
• How does storeWALL ensure my personal information and transactions are safe and secure?
  Ordering online with storeWALL Marketplace is secure and convenient. We recognize that your privacy and security are important and we are devoted to ensuring that your personal information is safe.
  
  We use the latest technology in online security such as site identification and data encryption. With site identification your browser automatically ensures that you are connected only to our Web site. If a problem arises your browser will alert you to the potential loss of security.
  
  The strict data encryption that we use hides sensitive information like your name, address, and credit card information. Our ordering process is protected by the Secure Sockets Layer (SSL) protocol, which encrypts your information and confirms the identity of the storeWALL Marketplace server before allowing your shopping cart to be checked out. Modern browsers support the SSL protocol. We recommend that you use the latest browsers to ensure that you are protected by advances in security technology.

Contacting storeWALL Customer Service

• How do I contact your customer service department?
  Our English speaking customer service team is available for your orders and questions, Monday through Friday, 8:30 a.m. to 5:00 p.m. Central Time.

  • E-Mail: customerservice@storewall.com
  • If you're in North America call: (866) 889-2502
  • If you’re outside North America, please send e-mail to customerservice@storewall.com and we’ll help you find an international storeWALL distributor to assist you!

Installation

• How do I install storeWALL?
  You can download our Installation Guide here: Installation Guide
  
  This is a PDF file, and will require that you have Acrobat Reader installed on your computer. If you don’t have Acrobat Reader, you can download it here: Acrobat Reader
• I’m not sure I can install your product. Do you offer installation assistance?
  To locate a storeWALL Professional in your area, please use our web locator
• I goofed when I started to install my storeWALL panels, and I damaged the panel a little bit. Can I repair the panel myself?
  If you have a few simple tools and some patience, you sure can! Just download our Tips and Tricks guide here: Tips and Tricks
  
  If you don’t find what you need, just give us a call at (866) 889-2502 Monday through Friday from 8:30am to 5:00pm Central Time.

Product Warranty Questions

• What is the warranty on storeWALL Products?
  We offer a 10 year warranty on any extruded product (wall, trim, shelving). Wire accessories (hooks, baskets, shoe shelf) carry a lifetime warranty. Both warranties cover you against manufacturing defects. For complete information, please see details on warranty coverage here.
• I purchased items from the storeWALL Clearance Bin – are they covered under warranty?
  Unfortunately, all items in the Clearance Bin are sold AS-IS, with no warranty offered. Please contact our customer service department if you have any questions:
  
  By phone in the US: (866) 889-2502 By e-mail anywhere in the world: customerservice@storewall.com
  
  Phone support is available Monday through Friday from 8:30am to 5:00pm Central Time.