Customer Service
Customer Service
- Shipping & Delivery
- We ship to all 48 continental states .
- 100% SAFE DELIVERY GUARANTEE We fully guarantee the safe arrival of your teak furniture to your home free of any shipping damages whatsoever. If by chance your teak furniture is damaged during shipment, all you have to do is call us immediately (toll free) upon inspection and we will take care of all the necessary arrangements with the freight company to pick up the damaged product in its original shipping carton. We’ll then have a replacement shipped to you freight prepaid , after we receive the returning furniture, so you won’t be unduly charged any additional shipping charges..or if you prefer….issue you a refund once we receive the damaged item back.
- Most of our teak furniture is shipped KD (knocked down) and requires some assembly. Also standard freight shipping is a Tale Gate / Curbside Delivery for pallets of furniture….(Curbside Delivery would not include bringing the pallet up to, into, down the driveway ,or around the back of the residence, just a Curbside Drop.. Any other shipping service other then a Curbside Delivery may be available but for an addition cost…please inquiry with us )
- Shipments that Require Ferry Service….If your shipments require a ferry service to your location please indicate this on your order, so that we may let you know if there are additional shipping charges.
- CANCELLATIONS OF ORDERS WITH LEAD TIMES
- Canceling orders that have been on hold for delivery with lead times will incurr a 15% cancellation fee , unless the order is cancelled within 3 business days of placing the order…….then there’s just a 2.5% cancellation fee if paid via credit card if canceled within 3 business days.
- RETURNS
If you must return an item during the 30 Day Money Back Guarantee period the cost of all the Actual Shipping Costs (to the customer’s shipping address and also Back to our Delaware Warehouses) are to be paid by the customer, even if the product was purchased on a Free or Discounted Shipping Promotion, And the item must be in it’s original unassembled and unused condition and packaging. The customer will then receive the full refund of the purchase price of the product less all shipping costs. We currently are offering Shipping at 9% to our customers, but it often costs 15% “Plus” for each leg of the shipment…to the customer and back to our warehouses……. or as much as 30% of each leg of the shipment.. to the West Coast, then back to our Delaware Warehouses.
NON RETURNABLE / NON REFUNDABLE ITEMS
Personalized Items , custom cushions , and items that have been assembled , a finish applied, or modified in anyway are Non Returnable/Non Refundable Items once they have been in production and or shipped.
ITEMS IN TRANSIT
#1) If ordered items are in transit and you cancel your order for any reason, you will be responsible for the actual shipping cost to and from your location…A.) even if you bought on a Free Shipping Promotion..B) .or the freight companies have an unexpected delay in delivery.
#2) If ordered items are in transit and you then ask us to ReDirect the shipment to another address ..and if we’re able to affect this request with the freight companies, there will be a Change of Address charge incurred from the freight company and you will be responsible for that added charge… even if you bought on a Free Shipping Promotion.
All items are shipped FOB Selbyville, DE. The customer is responsible for receiving the shipment once it has shipped. The carrier makes several attempts to contact you. If the carrier cannot make contact with you, the shipping liability is yours, since the shipping organization has performed their service (of getting the goods to you). The carrier normally holds the goods for up to 3 business days while trying to make contact unless otherwise arranged. If you need special arrangements please contact us or the shipping organization and we will try and accommodate your special requirements. If you refuse the shipment with prior cancellation, the shipping liability is the customer’s both ways.
- Warranty Information
- 5 YEAR LIMITED WARRANTY Windsor Teak Imports warrants to the original purchaser, that our teak furniture is free of defects in material and workmanship for a period of 5 years. If you find a defect in material or workmanship, we will, at our option, repair or replace the defective part for you, or replace the entire furniture piece at a discounted prorated price. A picture of the product defect, either mailed or emailed to us, along with proof of purchase, will be required. We reserve the right to inspect the picture and furniture entirely, to determine if it is covered under our stated warranty. This warranty does not cover defects or damage caused by, but not limited to, improper assembly, alterations after purchase, misuse, negligence. Also not covered under warranty is normal wear and tear, which includes weathering or damage that was a direct affect of weather related conditions, as well as shipping/delivery and packaging costs of the item under warranty back to our warehouse for repair work or exchange plus return shipping. Cushions have a 1 year warranty. Galtech Umbrellas have a 1 year warranty.
- After Warranty repair work is done at $75 an hour.
- COMMERCIAL WARRANTY All Windsor Teak Imports furniture warranties are limited to 1 year of commercial use.
- 30 DAY MONEY-BACK GUARANTEE You must be satisfied! If for any reason you are not 100% satisfied, return your unused and unassembled items in its original unused condition and original shipping carton/pallet for a prompt and full refund of purchase price of the product…. less all the shipping charges… No questions asked! No excuses given! You will be the one and only judge if you want to return any item within the first 30 days!. Non Returnable items……..Cushions that are custom made per order and teak furniture with a custom optional teak finish are non returnable as well as assembled or modified items from their original condition.
- Lowest Price Guarantee
- LOWEST PRICE GUARANTEE At Windsor Teak Imports, we’re committed to offering you the highest quality products at the lowest possible prices. Because of this commitment, we guarantee that you won’t see any of our furniture that we offer advertised elsewhere for less. If you do, just send us the advertisement within 30 days of receiving your furniture. We’ll refund or credit the difference to you.