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Q. Some of your buttons on your
web site don't seem to work. What
do I do?
Q. I placed
an order, but it doesn't show
up in my order history.
What
happened?
Q. What are your
units made of?
Q. Are the units
easy to assemble?
Q. I received
my product and it's not exactly
the same as described on your web
site. Why is this?
Q. How do I care
for my storage unit?
Q. The tracking info for my recent
order shows that it was delivered
over
a year ago. What's going on?
Q. I placed an order a few days ago. Why isn't
there any tracking info available
yet?
Q. What
should I know about shipping?
Q. What do I
do if I received damaged goods
or
missing parts?
Q. Can I return
the unit if I just don't like it?
Q. What if I
change my mind and want to cancel
my order?
Q. Some of the
other web stores say "Free
Shipping", but you say shipping
is "Included" in the
price. What's the difference?
Q. What about tax
on my order?
Q. What forms of
payment do you accept?
Q. Is your web
site secure?
Q. Some
of your buttons on your web site
don't seem to work. What
do I do? top
While
in your web browser, press and
hold down the Ctrl button on your
keyboard, then simultaneously click
on your
browser's Refresh button. If there
is still a problem, try deleting
you browser's cached content.
Q. I placed
an order, but it doesn't show
up in my order history.
What
happened? top
A. Chances are
there was a problem with your payment.
If you used a credit card as the
method of payment, the problem
is likely due to an incorrect billing
address, expiration date, or CVV
number (card's security code).
Please contact us
right away so that we may complete
your order without delay!
Q.
What are your units made of? top
A. Our product
catalog is organized in categories
that separate solid wood products
from products that are made of
composite woods, metal, and plastic.
Composite wood products are made
from a combination of "engineered
woods" -- a mixture of high
quality hard and soft wood materials,
which generally come from the surplus
of the original lumber processing.
These materials are bonded together
with a synthetic resin, in a process
that combines high heat and pressure
to make a very stable, environmentally
friendly product. The result is
dense, strong panels of particle
board which are then laminated
with durable attractive finishes.
These materials are then further
manufactured into furniture components
in a precision, state-of-the-art
manufacturing facility.
Some products are made of Duralumin,
which is a lightweight and durable
state-of-the-art alloy usually found on
high-performance aircraft.
Q.
Are the units easy to assemble? top
A. Unless otherwise
specified, some assembly is required.
Such units come with detailed assembly
instructions and one person can
assemble most of them in under
an hour. The only tools required
are a medium Phillips-head screwdriver
(+) and a small hammer to tack
the back panel where applicable.
Other types of units come already
assembled
or
require only minor assembly.
Q.
I received
my product and it's not exactly
the same as described on your web
site. Why is this? top
A. Many of our
products are hand-built &
finished, and therefore are not
always exactly the same
as described on our web site. Dimensions
may vary as may the finish appearance.
We make every effort to ensure
that this match is as close as
possible, but our manufacturers
sometimes make changes without
notice even for products
that are not hand-built. We cannot
be held responsible for
these subtle
changes.
Q.
How do I care for my storage unit? top
A. For laminated
products, we recommend that you
simply wipe your units
with a clean damp cloth and then
dry immediately with another clean
cloth to maximize the life span
and look of your unit. Do not
use cleaners or polish except for
parts of the product that are made
of
solid wood.
Q.
The tracking info for my recent
order shows that it was delivered
over
a year ago. What's going on? top
A. UPS recycles
tracking numbers and the one assigned
to your order still shows status
for another, older order. When
your package(s) leaves the warehouse
within the
next few business days, UPS will
scan
your package(s) and this number
will then show an updated status
specific to your delivery. We apologize
for any confusion.
Q.
I placed an order a few days ago. Why isn't
there any tracking info available
yet? top
A. Please remember
that it typically takes 2-5 business days to process an order. When
an order is processed and product
is in stock, tracking information
will be available
in
your account.
Q.
What should I know about shipping? top
A. Here are the
important points to understand
about shipping:
- We ship only within the 48
contiguous United States.
We currently do not ship to Alaska,
Hawaii, or Canada.
- For
most products, orders are processed
usually within 2-5 business
days of receipt of payment. Please
see the details web page for
each product for more precise
processing times, as they can
vary.
- Products are shipped to your
door in most cases via
ground carrier, so please allow
7-10 business days
transit time.
- The
following applies only
to products specifically
mentioned in their individual
product listing that
it requires
Freight Truck
Delivery:
For some of our heavier
products, those items will
be delivered by freight
truck, and someone must
be present to accept delivery.
Freight truck deliveries
are "tailgate" deliveries,
which means that you are responsible
for carrying the shipment
from the truck's tailgate. We
strongly recommend that you be
prepared or arrange
for personal assistance to carry
these items from the truck. Delivery
drivers
will usually carry your packages
from the tailgate for you
for an additional fee to be paid
by you at the time of delivery.
Once you have your tracking
information, you can contact
the shipper directly to arrange
for
any additional services that
you would like. Please
note that only
products that mention Truck Freight
Shipping in our online
catalog will be shipped this
way. Otherwise, a common carrier
such as UPS will be used to deliver
the product.
- Please note we cannot ship
to PO
Box or APO/FPO addresses.
The ground carriers used by our
manufacturers will not deliver
to these types of destinations,
therefore we require a physical
street address for shipping.
- The above time estimates are
based on average shipments bound
within the continental United
States. Shipment delays may be
caused by holidays, weekends,
severe weather conditions, and
other factors beyond our control
for which we cannot be held
responsible.
- For a status of your delivery,
please feel free to contact us.
Q.
What do I do if I received damaged
goods or missing parts? top
A.
If, for any reason your order arrives
with
damaged, defective, or missing
parts, you
must contact us
within 5 business days and
wait
for further instructions.
Do not
refuse delivery or arrange
to have the merchandise returned.
Do
not rely on the
shipping carrier to inform us of
your delivery issue, because they
rarely do. By doing so, you risk
incurring product
replacement
and shipping costs due to delays. Also, please note that
many of our products are packed with scrap wood in
order to protect the actual product components.
These scrap pieces will sometimes
get damaged in shipping and should
not
be confused with actual
product components. Please inspect
your shipment's full contents before
determining that damage actually
occurred. If you do discover damaged
components, we
are entitled to replace them for
free. If you refuse
to accept replacement parts and
wish to return your product, the
transaction will be treated
as a product return under
our return policy stated below.
For some of our products, the customer
must contact the manufacturer
directly
to obtain the free replacement
parts. If the shipped product does
not include the manufacturer's
contact information, we can provide
it to you upon request.
Freight
Truck deliveries should be inspected
by you at the time of delivery,
if you suspect damage. If you have
any reason at all to be concerned
about damage, please write "PRODUCT
ARRIVED DAMAGED" clearly
on the sheet that the carrier asks
you to sign. This simply insures
that if there is any damage, it will
be easy to resolve later.
Q.
Can I return the unit if I just
don't like it? top
A. Yes. If you
are not satisfied with your merchandise,
you may return it with the following
conditions:
- You must contact us within
15 days of delivery for authorization
and further instructions. All
return shipments must first have
a
Return
Merchandise Authorization
(RMA) number assigned by us.
- The merchandise must be in
new condition, have no missing
parts, and be returned in its
original packaging. Products
that require assembly and have
been partially or completely
assembled, cannot be returned.
- Special
order items cannot
be returned under any circumstances.
If this type of product arrives
damaged, we can arrange for free
replacement parts (see above).
- We can arrange to have the
merchandise picked up or you
can arrange the return delivery
with the same carrier yourself.
In either case, merchandise
is returned at
the customer's expense.
This also includes a 20%
restocking fee.
- The
original shipping and handling
charges, which are included
in the quoted prices of our
products, will be deducted
from the authorized refund.
Q.
What if I change my mind and want
to cancel my order? top
A. Once an order
has been accepted by us, it may
not be possible to cancel the order
before it is shipped, should you
change your mind. If you find yourself
in this situation, please contact us
immediately and we will do our
best to cancel your order, but
please be aware that restocking
charges may apply on the unshipped
order. If an order is already in
transit, we cannot cancel that
order. The delivered merchandise
may be returned under our return
policy described in the previous
question. If
you refuse delivery, original shipping
charges, return shipping charges,
and a 20% restocking fee will
be deducted from the authorized
refund.
Q.
Some of the other web stores say "Free
Shipping", but you say shipping
is "Included" in the
price. What's the difference? top
A. "Included" simply
means that our listed price includes
the cost of shipping, which is
non-refundable in the case of a
returned item or refused delivery
(see above).
In order for an original shipping
cost to really be free, it should
not be deducted from a refund when
an item is returned. It's supposed
to be free! Be sure to check a
web store's return policy before
making a purchase.
Q.
What about tax on my order? top
A. We do not charge
tax on any order.
Q.
What forms of payment do you accept? top
A. We currently
accept the the following:
Visa
Mastercard
Discover Card
American Express
PayPal (we are verified)
Purchase Orders (subject to approval and processing fee. We do NOT accept orders
for "blind" shipments)
We also gladly accept Certified Checks and Money Orders
(in US dollars drawn from a US bank). Please make payable
to: W3STORES
and send to:
W3STORES
2700 MISSION COLLEGE BLVD.
SUITE 140-W
SANTA CLARA, CA 95054-1218
Q.
Is your web site secure? top
We
are very strongly committed to online
privacy, and we have established
important procedures to protect the
information you share with us.
We
use up-to-date encryption technology,
from GeoTrust�, to safeguard your
private information during electronic
commerce transactions.
We
will NEVER redistribute your credit
card information to ANY third party.
We
will NEVER reveal your personal information
(name, phone number, email, etc.)
to ANY external organization that
is not directly related to your transaction,
unless authorized by you or required
by law.
Your
privacy is our priority, and we will
always conduct business in a manner
consistent with our promise to keep
your information secure, using it
only for purposes of fulfilling your
order.
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