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Ordering
When
ordering from us we ask that it be either faxed
or emailed. This provides a paper trail for the
ordering process & is less prone for mistakes
to occur during the order process. Order & Quote Forms. Our Orlando showroom
is open by appointment only. Please call the number
below to make an appointment. We would be glad
to have you come in and see our products.
Phone:
407-971-6049
Fax:
407-366-3314
Email:
Info@eaglebaywood.com
Confirmations
When
an order is placed we require a signed confirmation
before we will proceed to production. A confirmation
is a itemized list of the products or services
you are ordering. It list such things as the cost
of each item, the details of each item (wood specie,
custom size & so on), the method of shipment
& other pertinent information to the order.
All confirmations are faxed to you & require
your signature. If you are unable to receive faxes
you may call any of our sales staff to work out
an alternate means of confirming your order. Orders
WILL NOT go into production without the return
of the confirmation. A delay in returning the
confirmation will result in a delay of your order.
Any confirmations received before 10:00 A.M. EST..
will be processed the same day. TOP
Measurements
We
accept measurements in fraction or decimal form.
We do not accept measurements in metric. When
providing measurements please be certain to provide
the size of the finished product. We are unable
to calculate exact size from your opening sizes.
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Quotes
We
will be happy to provide a quote to you before
ordering. You may print & fax an order form
from our order forms,
there is a check box within the form for you to
enter "Quote Only" or "Order". Whether you fax
or email your information to us be sure to let
us know that it is a "Quote Only" , quotes take
up to 24 hours. Quotes are valid for 15 days.
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Packaging
Packaging is an additional charge to the cost of
the goods & starts at $15 and increases depending on
the complexity of packaging & the amount of
packaging required to secure the items for shipment.
If a pallet is necessary to ship your order, a
$25/pallet fee will be added into the packaging
charge. Minimum charge for packaging is $15.00.
The exact cost of packaging will be itemized in
your confirmation. TOP
Shipping
We
ship to all part of the globe from our facility
in Orlando, Florida, USA. We ship either UPS or
Truck Line (common carrier). Common Carrier is
the method of choice & historically has resulted
in fewer damages. Large doors, multiple drawer
boxes & some other bulky items will always
be shipped via common carrier. When we ship
items via common carrier they will be placed into
a box, onto a pallet, wrapped & banded.
The carriers responsibility is limited to moving
the material to the back of the truck. From there
you can then easily remove the product without
a forklift by simply cutting the plastic bands
& unloading the items by hand. It is in your
best interest to have products shipped to a business
address because all of our carriers charge a fee
for entering into a residential neighborhood.
Fees range from $35.00 to $75.00, this fee is
imposed by the carriers NOT by Eagle Bay Wood
Products. The choice of which carrier to use is
based on our knowledge of which carriers deliver
to various parts of the US (and beyond) the fastest,
the least expensively & have the fewest cases
of damage. We will, only if you request,
try to use your carrier of choice when possible.
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Damages
While
we make every effort to ensure that your product
arrives in the condition it left our facility
it is inevitable that product will be damaged
in shipment from time to time. When you receive
your order inspect the package carefully for any
signs of damage. If the package appears to be
damaged take a moment & open the package in
the presence of the driver to see if the product
has been harmed. It is the responsibility of the
customer to file for any and all damages or shortages
with the delivering carrier. We will provide you
with numbers & any information we have to
help in this process. If any portion of the product
needs to be replaced a new invoice will be created
at the same rate as the original items, the customer
is responsible for reordering the products needed
& filing a claim for refund with the carrier.
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If
damage is found, do the following:
-
Note
description & extent of damage on delivering
companies paper work.
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Get
the name of the delivering driver
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Note
the name of the delivering company
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Call
us for further instructions.
Shortages
If
you are to receive more than one package or pallet
in a shipment all packages will be marked with
information indicating how many packages should
be present in the shipment. Marking would be written
as box 1 of 3, 1/3 or likewise. If one or
more packages does not arrive to you it
may simply be a case of being separated from the
other packages during transit. Note with your
driver on the bill of lading or other paperwork
the number of packages that are missing then contact
us so we can provide you with the tracking number
(s) of the missing package (s). Since all products
are billed before they leave our facility &
become property of the customer we require that
the customer file for refunds or shortages with
the carrier & then reorder any parts or pieces
they may require. TOP
If
your shortage is for one individual piece within
an order, and the package arrived unopened, contact
our office directly for instructions. If package
is opened refer to Damages section above. We count
all products twice before they leave our facility
so we handle these claims on an individual basis.
It is your responsibility to advise us within 15
calendar days of your order shipping if there are
any discrepancies in the shipment.
TOP
If
any portion of the product needs to be replaced
a new invoice will be created at the same rate
as the original items, the customer is responsible
for reordering the products needed & filing
a claim for refund with the carrier. TOP
Terms
Our
terms are:
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Pay by credit card - Visa, Master Card,
DISCOVER & American Express
FYI for American Express users: a 3% surcharge
will be added to your total bill to account
for American Expresses higher merchant
processing fees.
For orders less than $500, we require the entire
balance due to start production. Orders over $500
will require a 50% down payment to start
production and the remaining balance will be
charged upon shipping your order.
We
DO NOT accept personal checks or have any open
credit terms.
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Change Orders
Change
order must be in writing via fax or email. If
the manufacturing has already started you will
be charged a percentage of the cost of the goods
based on how far along the process is. If the
product has been completed or has been stained
you will be responsible for the full cost of the
goods plus the change order. TOP
Lead Times
Our
lead times as a general rule are (days given are
working days):
Unfinished
or RTF items: 10-12
Standard
or Clear finished items: 15-16 days
Specialty
finishes, custom matches, distressing & glazing:
please call for information TOP
Lead
times are also listed on your confirmation to
reflect the current speed of our operation at
the time your order is placed. If you are preparing
to order product between September & January
allow for extra lead time. This is our busiest
season plus we also have various holidays that
we acknowledge & our company closes on the
last Friday before Christmas & does not reopen
until the first Monday after New Years day.
Extended lead times are not always required during
this time but we suggest that you keep this in
mind as you schedule your project. TOP
Returns
There
are no refunds for any custom items that we make
and since the vast majority of our items are made
to your custom specifications they are not refundable.
Custom items are any items that are cut and ordered
to your specifications. Any items that have been
stained or altered are not returnable. Any damaged
items will be replaced but the fact of them being
damaged does not make them returnable. Some moldings
& other stock items are returnable, you may
ask our sales staff when ordering. Any items returned
to stock will carry & 20% or $20.00 restocking
fee (whichever is greater), must be prepaid freight
& must be acknowledged by office as being
returned. TOP
Cancellations
Our
cancellation policy is as follows. Should
you need to cancel an order then you would need
to call our office and have one of our staff fax
you a cancellation notice. This will need to be
signed and faxed back to us within 24 hours for
us to be able process the cancellation.
A percentage of the order will be due at the time
of cancellation. This amount will vary for reasons
that it will reflect where the job is at in production.
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