General Shopping Questions
What happens if I order an item and it is not in stock? We do our best to ensure all items are in stock at all times. If an item you want is out of stock, you can simply check the website periodically or call us at 866-889-2502. We’ll give you an estimate for when we expect it. At that time you can choose to have it put on back order, and it will ship as soon as it arrives. Do you have a catalog? We sure do! Contact us to receive a printed catalog along with additional StoreWALL literature. Ordering and Payment Questions What credit cards do you accept? We accept Visa, MasterCard, Discover and American Express. 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 by phone? Sorry, no. All orders must be placed on our website. Will I be charged sales tax? If you live in Wisconsin, we are required to collect sales tax. Depending on which county you reside in, 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? Shipping charges are based upon the size and weight of the items you order and the destination. Shipping charges are available for review during the checkout process. What shipping services do you use? Most products are shipped FedEx. For larger items (like 8’ wall 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. FedEx does not call ahead, but they do require a signature before they will deliver the package. This is for your protection as well as ours. How long will it take for my order to arrive? We usually ship Orders 24-48 hours from receipt. Once your order leaves our building, the time it takes to be delivered depends on several factors (delivery method, destination, etc). Do you ship outside of the United States? At this time we are not able to ship outside of the continental United States. For international customers, and those living in Alaska or Hawaii, please contact us and we'll help you locate a local StoreWALL distributor. What happens if something is damaged during transit? All shipments are inspected by our warehouse manager and the shipping company's driver prior to shipment to ensure that they leave here undamaged. For your protection, we require a signature for all shipments. While this might be inconvenient, it ensures that you have the opportunity to review contents for damage prior to accepting them and confirm that the shipment is complete. 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 delivery receipt (if you received your items via common carrier) or make note of the damage with the FedEx driver. All damage claims must go through 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. Please refer to our returns policy for information on returning items.
Returns
How do I return something? If you need to return an item, please contact us at (866) 889-2502 Monday – Friday, 9am to 5pm CST to secure a Return Merchandise Authorization (RMA). We will accept returned items for any reason within 30 days of the date you received the product and refund the full purchase price less a 15% restocking fee. You are responsible for return shipping costs. Products must be unused, undamaged and in original packaging material. We recommend that you use a carrier that offers insurance as part of its service, such as FedEx. Returned products with missing parts or accessories will not be accepted. Please note: If your package arrived damaged, you must submit a claim to 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. I just returned items from my order. When do I receive a refund? As soon as we receive your package in resellable condition, we will immediately process your refund and notify you by email. The credit should appear on your account within 3-6 business days (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 a signature for all shipments. While this might be inconvenient, it ensures that you have the opportunity to review contents for damage prior to accepting them and confirm that the shipment is complete. 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 delivery receipt (if you received your items via common carrier) or make note of the damage with the FedEx driver. All damage claims must go through 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? Whatever information you give us is only used to process your order and improve your experience with us. We do not share customer information. See our Privacy Policy for more details. I would like to order, but don't want to enter my credit card information online. What do I do? If you're uncomfortable ordering over the web, please call our customer service team. Our order desk is open Monday through Friday, 9 a.m. to 5:00 p.m. Central Time. Call us - toll free at (866) 889-2502 or e-mail us at sales@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. StoreWALL.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 storeWALL.com. How does StoreWALL ensure my personal information and transactions are safe and secure? Ordering online with StoreWALL 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 website. 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 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 customer service team is available for your orders and questions, Monday through Friday, 9:00 a.m. to 5:00 p.m. Central Time. E-Mail: sales@storewall.com If you're in North America call: (866) 889-2502 If you’re outside North America, please send e-mail to sales@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 tips here: Installation Tips 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 Please refer to our Resources Tab for product information. 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 dealer locator.
Product Warranty Questions
What is the warranty on StoreWALL Products? The Company warrants its Products commencing with the date of sale for a period of 10 years thereafter, the Products to be free from defects in workmanship and material. If, within such warranty period, the Product shall be proved to the Company’s satisfaction to be defective, it shall be repaired, or at the Company’s option, replaced F.O.B. Company’s warehouse, without charge. No warranty shall apply to Products used by anyone other than the first end-user nor to Products which have been repaired or altered by others so as to effect the same adversely; which shall have been subject to negligence, accident or improper care, installation, maintenance, storage or other than normal use or service, during or after shipment; or which have been transferred from the first end-user. THE FOREGOING WARRANTY IS IN LIEU OF ALL OTHER EXPRESS OR IMPLIED WARRANTIES (EXCEPT OF TITLE) INCLUDING BUT NOT LIMITED TO, ANY WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. UNDER NO CIRCUMSTANCES SHALL THE COMPANY BE LIABLE FOR ANY INCIDENTAL OR CONSEQUENTIAL OR OTHER DAMAGES, EXPENSES, LOSSES OR DELAYS, HOWEVER SO CAUSED. INCLUDING WITHOUT LIMITATION, DAMAGES FROM DECREASE IN INCOME, INCREASE IN COSTS OR ANY DESCRIPTION OR DECREASE IN PROFITS, OR FROM FAILURE OF ANY PART OF THE PRODUCT FURNISHED HEREUNDER. ALL LIABILITY OF THE COMPANY ON ACCOUNT OF NEGLIGENCE OR IN TORT IS HEREBY WAIVED. THERE ARE NO WARRANTIES WHICH EXTEND BEYOND THE DESCRIPTION ON THE FACE HEREOF. No return shipments will be accepted unless the Company has given its approval in advance.