Placing an Order
You may order any of the items in this catalog through our
web site 24 hours a day, 7 days a week. Additionally, you
may use the order form in the price list to fax your order
to us at 800-816-8492. Finally, if you’d prefer the human
touch, you may contact our catalog department at 800-950-1047.
The catalog department is available to assist you from 7:00 A.M. to 6:00 P.M.
Pacific Time Monday through Saturday. We are closed on Sunday.
If you need a copy of an order form, click
here
to view a PDF version (or right-click to download the file).
Delivery Times
Most of our orders ship
complete within 24-48 hours. Depending on the particular product
or size of the order it can take up to three weeks to ship
an order. For this reason, we ask that you allow four weeks
for delivery. This applies only to orders shipped UPS ground
and not to air shipments.
Back Orders
We work very hard to ensure the products you want are on our
shelf and available for delivery when you place your order.
However, from time to time it is necessary for us to back
order an item. Back ordered items can take anywhere from one
to four months to ship (yes, four months). Many of our hardware
pieces are custom produced and finished, and unfortunately
this takes time. We will let you know if an item is expected
to take longer than eight weeks.
Shipping & Handling
All orders are shipped UPS ground freight unless special shipping is requested or
required. Shipping charges can be obtained from the shipping
schedule located on your order form in the price list. These
prices apply only to standard UPS shipments in the contiguous
United States and include the additional cost of handling.
All shipping charges are paid for in full at the time of the
order and are not refundable. Ask your sales representative
for correct shipping charges on shipments outside of the contiguous
U.S. We will be happy to ship air freight at your request.
Please ask your sales representative for shipping charges.
Orders placed for air delivery before 12:00 P.M. Pacific Time
are shipped the same day. Orders placed after 12:00 P.M. are
shipped the following day. Keep in mind we do not guarantee
delivery times, so shipping charges, even for late deliveries,
are not refundable for any reason.
Our rates for shipping & handling are as follows:
| Order Totals | Include |
| Up to $24.99 | $6.90 |
| $25.00—$49.99 | $9.90 |
| $50.00—$99.99 | $13.90 |
| $100.00—$199.99 | $17.90 |
| $200.00—$399.99 | $23.90 |
| over $400.00 | $29.90 |
Note: UPS or USPS shipments to 48 contiguous states only. Call for expedited or overseas S&H rates
Damage In Shipping
As soon as you receive your order, please open the box and
make sure nothing is damaged or broken. If, upon opening,
you find your products are damaged or broken, save everything
and call the carrier (UPS, USPS, etc.) immediately. Do not
send your damaged goods back to us for replacement until you
have notified the carrier and our catalog department. Damage
in shipping is the carrier’s responsibility and they need
to inspect your merchandise, as well as the packaging it was
shipped in, before we can send you replacements.
Returns & Exchanges
You may return any returnable item for a full refund, less
shipping charges, for up to 45 days after the order was shipped.
This means if the order was shipped to you on January 1, you
have until February 14 to return it without any penalty. All
returns must include a copy of the sales receipt, along with
a brief description of why it is being returned. Additionally,
all returns must include all parts, fasteners, packaging,
etc. Any return not meeting the aforementioned criteria may
be assessed a restocking fee or the return may simply be refused.
Restocking fees can range anywhere from 5-50% depending on
the nature of the return. Prior to shipping, all returned
goods must be packaged carefully, preferably in the original
packaging. Damage or loss that occurs in shipping an item
back to us is not our responsibility. For this reason, we
recommend using a carrier with freight insurance. Finally,
due to the nature of our products, we cannot accept any items
for credit or exchange that have been installed or otherwise
rendered non-sellable. Generally, the same rules apply to
exchanges as to returns. Most exchanges are welcomed and readily
handled. We will not refund your shipping charges unless you
are exchanging a defective item or an item that was incorrectly
shipped to you.
Warranty
We will gladly replace or repair any merchandise due to mechanical failure for up
to one full year after our shipping date. Sorry, but we cannot
guarantee finishes. Please enclose a copy of your sales receipt,
along with a brief explanation of the defect. We are not responsible
for damage or product failure due to improper product usage
or installation.
Privacy
Crown City Hardware does not at this time, nor has it ever,
shared its customer information or customer lists with any
other vendor or marketing company. We have the utmost respect
for your privacy and will continue to keep your personal information
confidential.
Customer Support
We realize the world of restoration hardware can be daunting
and confusing. We are here to help! We’ve been doing this
for over 80 years and are happy to assist you however we can.
You may contact our customer service department for assistance
with your hardware or restoration related problems by phone
or email. We typically reply to all email inquiries within
24-48 hours. The email address for problems or questions is questions@restoration.com.
If you wish to talk to someone directly, please call (626)
794-0234 anytime between the hours of 9-5 Pacific Time Monday
through Saturday.
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