Customer Service Overview
Providing a quality customer service experience is paramount to Wall Woodworks Company. We treat people the way we wish to be treated, in a kind, thoughtful, and professional manner. At times we have had to go out of our way to accomplish this. For example by making a special trip to the post office for a super rush delivery. Re-cutting a whole puzzle because colors were reversed. Answering customer phone calls, emails, or messages at 2 a.m. for an overseas rush order. These are all things that we have done. What is important us is a 100% Genuine Customer Experience!
We keep all channels open… Facebook, e-mail, phone, or snail mail. We try to answer all forms of communications as fast as possible. In addition we try to relay a reasonable time frame of completion for each project. Normally we are able to respond to inquiries within a few minutes. The only time you may not hear from us right away electronically is if we are in the wood shop using a power tools and can not hear the phone. We will return your message as soon as possible.
95% of the products we provide are customized and are needed before a certain date. We are used to the pressure and knock on wood, we have not missed a deadline yet. If it is possible for us to complete something for you by a certain time we will tell you it is. If it isn’t possible we will tell you it isn’t.
At the present time we accept all major credit/debit cards Visa, Mastercard, Discover & American Express as well as Paypal. If your order doesn’t not fit into the criteria of the products we have listed we will create a custom invoice for you via Paypal. The invoice is due and payable before work is to start. If you have questions about an order or just need to get a few things ironed out feel free to give us a call.
Most orders take on average of 5-10 business days to process and ship. With the fastest production time on Rush Orders being 1 day.
Shipping & Delivery
We ship 90% of our products 3-5 Day Priority Mail through the USPS. East Coast customers normally receive their orders a little earlier due to the fact that we are located New Jersey. The USPS now provides Priority Mail shipments with a tracking number at no extra charge. You will receive a tracking number once your order ships. If you need faster shipping let us know and we will put a Rush on the order for you.
Typically we handle all orders in the order they are received. It is always best not to wait till the last minute but sometimes a Rush Order is required. When a client needs a rush order there is a 15% charge + any additional shipping charges based upon the order total. At our discretion Wall Woodworks Company may decline a rush order if our schedule does not permit delivery in timely manor. The Rush Order Fee is basically a skip ahead in line fee. If we have to we will drop what are doing and work through the night to get a rush order out to you the next morning (We have done this many times).
Clients outside of the United States are required to be familiar with their own countries import regulations as well as any fees, taxes, VAT, and surcharges that are associated with that country. The law in the United States does not permit Wall Woodworks Company to mark a products that we sell as gifts. We could be fined in excess of $10,000 per item and incur other penalties if we were to do this. When filling out customs forms we declare the full value of the item(s) being shipped less shipping expenses. Then it is the customers responsibility to pay any and all, which may be limited to or include, importation handling fees, import taxes, V.A.T. (Value Added Tax), and surcharges that are imposed on you by your government within the country of that your product(s) will be shipped to.