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Order by Phone 1-800-333-9953 |
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We've put together the most common questions asked after an order has been placed.
1. What's my order number?
Your order number is a numeric number and is shown in several ways. First it is shown on the online order confirmation immediately after you place your order. Second, it is shown in the confirmation email. Please hold on to this number as it makes it much easier to identify your order if you need to make changes. Also, if you should need to return something, this will become your RMA number.
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2. How do I track my packages?
You will receive an e-mail when your package is shipped. It will tell you which carrier was used (UPS or FedEx), what your tracking number is, and a link back to the Web site so you can track the package.
You may not receive an e-mail if we drop ship from the manufacturer. In this case, simply e-mail service@xylemdesign.com and request the tracking number for your order. Be sure to include your order number.
3. May I change my order?
Yes, you can revise your order by sending an e-mail to service@xylemdesign.com if you placed the order in the last business hour or so. Please reference your order number on the subject. You can add or delete items from your order. We may adjust the shipping accordingly. However, we cannot guarantee that the changes will be made on time since we process and ship orders very quickly during business hours.
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4. May I combine two orders to save shipping?
Yes, if you want to add to your original, simply place a second order, and in the comment box under the shipping information simply reference the order number of the first order. Shipping will be adjusted manually. We can not assure that orders will go together, but we will try. Some orders cannot be combined due to their size and dimensions.
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5. When will my order be shipped?
We try to process orders within 48 business hours. Expedited orders will be sent out the same day if received before noon otherwise they will be shipped the next day. If you are ordering after noon, Mountain Standard Time, and need something shipped that day, please call us at 800-333-9953. There is an extra charge for expediting late orders.
See Shipping Policy for more details.
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6. When will I receive my packages?
The UPS shipping confirmation should tell you the estimated delivery date; however, UPS does not guarantee Ground delivery to any addresses or air delivery to residential addresses. Click here to see an estimated UPS Ground delivery date.
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7. Why didn't I receive my e-mail confirmation for my order?
This happens most often because a wrong email address is entered in the order form. An order confirmation should be sent within 1 hour after a firm order is placed. If you don't receive the e-mail confirmation of your order, you most likely will not receive the shipping confirmation either. We suggest you to contact us immediately by sending us an email service@xylemdesign.com.
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8. I placed my order one week ago. What's the status of my order?
Most often you should have received the package within 5-10 days. However, orders may be partly or entirely delayed for the following reasons. We do try to contact customers by e-mail if there is a known delay.
- Your credit card information cannot be verified and we can't get hold of you by phone or e-mail.
- One or more of the items you ordered were back ordered.
- You chose a wrong shipping method for your shipping destination. Examples: UPS Ground does NOT deliver to Hawaii or Alaska addresses.
- Your shipping address is wrong or no one was there to accept packages.
- The item you ordered is a drop-shipping item, which often requires more time to arrive.
- Sometimes, shipments are delayed during transit by shipping companies, especially during holiday seasons.
Please use the tracking number for your order before you contact us. If the package is not in transit let us know and we will investigate the delay.
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9. Somehow I placed duplicate orders. How do I cancel one of them?
Please send an e-mail to service@xylemdesign.com to cancel one of the orders. We sometimes detect such identical orders and may contact customers to verify if both orders are valid.
To avoid accidentally duplicating orders, please do not use the "Back" button on your browser on the online order confirmation page. Please use any of the links or the "CONTINUE" button on that page.
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10. Why is there no shipping charge on my order?
Three most likely reasons: (1) Shipping method does not match the destination, such as when UPS Ground is requested for a Hawaii, Alaska, or Puerto Rico address. (2) The overall weight of all items exceeds 150 lbs. (3) International shipping. (4) The package is oversize and the software can't figure the shipping. Shipping for these orders will be added manually.
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11. The shipping charge seems high.
The overwhelming majority of our customers think that our shipping and handling fee is fair and reasonable. The complaints we receive are almost exclusively from "small orders" - orders for less than $50. The shipping charge as a percentage of the total order or on a per unit basis goes down significantly as the order amount increases. Also, we add a $10 processing fee for any order under $45.
If you have any question or comments about the shipping charge, you can leave a note in the Comment section of your order page. All comments and requests are screened before orders are charged.
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|
Order by Phone 1-800-333-9953 |
| Display Easels | Artist Easels | Office Easels | Store Fixtures |
| Home > Help > After placing your order | |