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ORDERING
Our ordering process starts when you fax or
email the quantities and dimensions required in order
for us to provide an estimate. This provides a paper trail for the
ordering process & is less prone for mistakes
to occur. We prefer
that you use our forms to submit your request for
a quote.
Click here
for our Order & Quote Forms.
Note:
Florida residents will be assessed 6% sales tax.
If you are
tax exempt, please fax or email us a completed copy of your current
exemption certificate.
Phone: 407-971-6049 / 800-229-1769
Fax: 407-366-3314
CONFIRMATIONS
When
an order is placed, we require a signed estimate
BEFORE we will proceed to production. A signed
estimate is a confirmation 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 estimates are faxed and/or emailed to
you & require your signature to confirm your
order.
Orders WILL NOT go into production without the return
of the signed estimate and a completed credit
card payment form.
A delay in returning the confirmation will result in
a delay of your order.
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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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ESTIMATES
We will be happy to provide an estimate to you before
ordering. You may print & fax an order form
from our
order forms
page. There is a check box
on 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. Estimates are valid for 15
calendar days. Please note, a minimum order
fee may be applied for Door orders less than 9
items (excluding hinges) or 20 sq ft; or
Dovetail Drawer Box orders less than 5 boxes.
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PACKAGING
Packaging is an additional charge to the cost of
the goods. Price 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
$50/standard pallet (40"x48") fee will be added into the packaging
charge. If you order requires an oversized/custom
pallet, a fee of $100 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.
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SHIPPING
We
ship through out the United States and
internationally from our facility
in Orlando, Florida, USA. UPS or
Truck Freight Line (common carrier).
Common Carrier is
the method of choice resulting in fewer damages. Large doors, multiple drawer
boxes & other bulky items will always
ship common carrier. The carrier is only
responsible to move
the material to the back of the truck. It is in your
best interest to have products shipped to a business
address. All carriers charge a fee
for entering a residential neighborhood.
Fees range from $65.00 to $125.00. This fee is
imposed by the carriers NOT by Eagle Bay Cabinet
Doors & Drawers. The choice of carrier to use is
based on our knowledge of delivery to various parts of the US (and beyond). 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
and filing a claim for refund with the carrier.
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If
damage is found, do the following:
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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
-
Call
us for further instructions.
SHORTAGES
If
more than one package or pallet
is shipped, 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 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. 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 the
customer file for refunds or shortages with the
carrier; then reorder any parts or pieces
they may require.
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If
your shortage is for one individual piece within
an order, and the package arrived unopened, contact
our office directly for instructions. If a package
is opened, refer to Damages section above. We count
all products twice before they leave our facility
and handle all shortage claims on an individual basis.
It is the clients responsibility to advise us
within 15
calendar days of your order shipping if there are
any discrepancies in the shipment.
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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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TERMS
Our
terms are:
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Pay by credit card - Visa, Master Card and
Discover
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Cash
For orders less than $500:
Payment is required in full before we start
production.
For
orders over $500:
A 50% down payment is required to start
production with the remaining balance being
charged upon completion of your order.
We
DO NOT
accept personal
checks or have any open credit terms.
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CHANGE ORDERS
All of our products are custom manufactured to
meet your needs. We will accommodate changes
whenever possible. If
the manufacturing process 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. ALL CHANGE
ORDERS MUST BE WRITTEN AND DELIVERED BY FAX OR
EMAIL!
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LEAD TIMES
Our
lead times as a general rule are (days given are
working days):
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Thermofoil: 7-14 days
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Unfinished: 5-10 days
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Standard,
Stained or Clear finished items: 10-12 days
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Specialty finishes, custom matches, distressing &
glazing: Please call for current lead time.
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Lead
times are 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.
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RETURNS
There
are NO REFUNDS for any CUSTOM ITEMS we make.
The vast majority of our items are made
to your custom specifications and are not refundable.
Custom items are any items that are cut and ordered
to your specifications. It is the nature of real
hardwood to have a variety of colors and grain
textures. Because these variations are the real
natural beauty of hardwood, unusual or wild
grain patterns and/or color differences will not
constitute a reason for replacement. We cannot
control color variations which occur naturally
in wood, therefore we will not guarantee the
uniformity of color. Any items that have been
stained or altered are not returnable. Any damaged
items will be replaced or repaired, but the fact
they are
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 a 50% or $20.00 restocking
fee (whichever is greater) and must be returned
at customer cost via freight
or delivery. Items must be acknowledged by
office before being returned.
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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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WARRANTY
Eagle Bay Cabinet Doors & Drawers warrants all
of its products against manufacturing defects for
a period of one year from date of invoice.
The beauty of nature and natural wood does allow
for minimal amounts of natural characteristics
such as mineral streaks, burls, grain patterns,
etc. to be present as appropriate to wood
species and grade specified. We cannot
control color variations which occur naturally
in wood, therefore we will not guarantee the
uniformity of color.
We
do not warrant nor do we accept responsibility for
any damages resulting from the use or improper
installation or modification of our products. This
warranty does not cover, among other things,
labor, travel, shipping, storage, finishes,
related products used on, with, or in conjunction
with our products, or any other incurred cost. We
are not liable for, among other things, damages
resulting from purchaser or end-user related
issues such as normal wear and tear, improper
surface preparation, improper
storage and/or handling, excessive humidity,
marketability, etc. or any other issues that could have
been prevented by the purchaser or end-user. No
other warranties are written or implied.
It is the clients
responsibility to advise us
within 15
calendar days of your order shipping if there are
any discrepancies or damages in the shipment.
Wood expands and contracts with its environment.
This may sometimes cause joints to crack open on
unfinished wood products. This natural reaction is
not considered to be a manufacturer defect and is
not covered by warranty. If you anticipate this
reaction, it may be minimized by applying a sealer
and top coat to the items as soon as they arrive
or by storing them in a low humidity, stable
environment. It is also highly recommended that
all wood products be equally finished on both
sides.
Size tolerance on doors and drawers boxes will be
+/- 1/16". A warp or bow, not to exceed 1/8 inch
from diagonal corners, shall not be considered a
defect. Doors wider than 21 inches and/or longer than
39 inches are not warranted unless manufactured as
multi-panel doors. Drawer fronts and slab doors
larger than two square feet, are not warranted
against warping or bowing.
Eagle Bay Cabinet Doors & Drawers reserves the
right to have defective products returned for our
inspection and claim approval.
Upon approving a warranty claim, Eagle Bay Cabinet
Doors & Drawers, at our discretion, will
repair/replace the defective product or refund the
original cost of the product. Eagle Bay Cabinet
Doors & Drawers will expedite production of
replacements or repair of defective products as
they were originally ordered and ship as soon as
possible. Eagle Bay Cabinet Doors & Drawers will
not be liable for costs incurred by the customer
for finishing, installation, or labor to remove or
install warranty items.
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