What are your terms and conditions for billing?

Order Information

*Minimum order is $20.00 excluding freight. For orders less than $20.00, an additional fee of $10.00 will be applied.

*Catalog prices (USD) and product specifications are subject to change without notice. Current pricing is reflected on our website.

*Terms are net 30 days from date of shipment for approved accounts. A 1.5% per month service charge will be applied to past due balances.

*There is a $40.00 charge for returned checks.

*American Express, MasterCard, Visa and Discover are accepted. Online orders paid by credit card are processed and charged at the time the order is submitted.

*All orders are F.O.B. from any Window Curtains Guys shipping point.

*For any product that Window Curtains Guys performs warranty service on, transportation charges are not included in warranty.

*A fee may apply on wire transfers.

*Any COD orders will be charged a minimum $14.00 fee in addition to freight charges. To avoid the COD fee, faxed checks are accepted.

*Additional charge for delivery to residential addresses also applies.

*Customer is responsible for freight charges on refused and undeliverable orders.

*Orders placed via FedEx Ground before 3pm ET on in-stock items are shipped same day.

*State Tax Exemption Certifications must be provided and on file for tax exempt states.

*Window Curtains Guys is not responsible for printing or typographical errors within the catalog, website or other published information.

Merchandise Returns & Exchange

*Returns must have and reference a Return Merchandise Authorization number (RMA#), be returned in original package and be resalable as new.

*All returns made after 30 days from date of purchase, except for defective products, will be charged a minimum 20% restocking fee.

*No returns will be accepted after 60 days from date of purchase.

*Any product returned without a RMA# will not be issued a credit.

*Credit will be issued on merchandise only, not freight.

*Return shipping is customer’s responsibility and should be sent prepaid. Window Curtains Guys does not accept COD’s.

*No returns on Finestra Custom Decorative Hardware, Custom Solutions, clearance, discontinued or cut yardage items.

Claims

*Claims for merchandise shortages, damages and discrepancies must be made within 10 days of receipt of goods and must have original shipping carton.

After placing an order, may I change or cancel it?

Once an order has been submitted, you will not be able to edit or cancel it.

What are your hours?

Window Curtains Guys’ customer service representatives are available from 8am until 6pm ET, Monday through Friday.

Do you offer same day shipping?

Yes, all orders placed before 3pm ET using FedEx will ship out the same day. The only exception may be batting, which requires compression to meet shipping guidelines. For same day shipping on batting, please place orders before 2pm. During the checkout process, you will be given the lead time for your order based on all the items in your cart.

All orders placed after 3pm will ship the following business day.

How are shipping charges calculated?

FedEx rates are calculated based on package dimensions and weight and zone location.  Surcharges may apply on oversized and residential addresses.

Can I ship via a carrier other than FedEx?

Yes, we will ship via other carriers, but due to pick up schedules, these orders may ship on the next business day. Please, call 1-866 623-4215 to request alternative shipping methods.

Can I use my FedEx account number?

Unfortunately, we can’t ship your package using your FedEx account number when purchasing online. However, our Customer Experience Center can arrange to use your account number when ordering by phone. Please, call 1-866 623-4215.

Can I place international orders with shipping outside the US online?

Orders placed through the website can only be shipped to addresses in the US and Canada. If you require international shipping, please place your order by calling our Customer Experience Team. View our International Customers section for more details.

Do you ship to P.O. Boxes?

No, our freight carriers are unable to deliver packages to a P.O. Box.

Do you offer pick-up for local customers?

Not for online orders. Please download our Printable Order Form to fax in or call us at 1-866 623-4215 to place your order. If you fax or call your order in and are local or just passing through, we invite you to drop in and pick up your items. We like being able to put a face with a name.

Can I print off an Order Form online and fax in my order?

Yes, fill up the Order Form, you can fax to us with your order.

Complaint Handling Procedures

 1 – We Listen to the complaint

Thank the customer for bringing the matter to our attention. Apologise and accept ownership, don’t blame others and remain courteous.

2 – We Record details of the complaint

Go through the complaint in detail so we can understand exactly what the problem is. Keep records of all complaints in one central place or register. This will help us identify any trends or issues.

3 – We Get all the facts

Check that we have understood and recorded the details of the complaint correctly. Ask questions if necessary.

4 – We Discuss options for fixing the problem

Ask the customer what response they are seeking; it could be a repair, replacement, refund or apology. Decide if the request is reasonable.

5 – Act quickly

Aim to resolve the complaint quickly. If they take a long time they tend to escalate.

6 – Keep our promises

Keep the customer informed if there are any delays in resolving their request. Don’t promise things that we can’t deliver.

7 – Follow up

Contact the customer to find out if they were satisfied with how their complaint was handled. Let them know what we are doing to avoid the problem in the future.

Make sure our staff are trained to follow our procedure when handling complaints and that they have the power to resolve issues as quickly as possible.

Encourage our customers to provide feedback and complaints so that they let us know when there is a problem and give us the opportunity to resolve it.

 

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