STOREWALL FREQUENTLY ASKED QUESTIONS:
General Shopping Questions
What happens if I order an item and it is not in stock? We do our best to ensure all items are in stock at all times. If an item you want is out of stock, you can simply check the website periodically or call us at 403-519-0074. We’ll give you an estimate for when we expect it. At that time you can choose to have it put on back order, and it will ship as soon as it arrives. Custom Orders are available for items that are not stocked in Canada Do you have a catalog? We sure do! Contact us to receive a printed catalog along with additional StoreWALL literature. Ordering and Payment Questions What credit cards do you accept? We accept Visa, MasterCard, Discover and American Express. When do you charge my credit card? We do not charge your credit card until your items ship. We do get authorization approval for the credit card you use during the checkout process. May I order by phone? Absolutely! Please call 403-519-0074 Monday to Friday from 7:00 am to 5:00 pm Mountain Standard Time Will I be charged sales tax? We are required to collect sales tax. Depending on which province you reside in, we will apply the appropriate GST/HST and or PST. You will see the sales tax charged during the checkout process.
Shipping and Delivery
How much will it cost to ship my order? Shipping charges are based upon the size and weight of the items you order and the destination. Shipping charges are available for review during the checkout process. What shipping services do you use? Most products are shipped VIA Canpar. For larger items (like 8’ wall products) or larger orders (usually over $1500), we may ship via common carrier (truck). If all or part of your order ships via common carrier, you will be notified by phone when the shipment will arrive. Canpar does not call ahead, and they may require a signature before they will deliver the package. This is for your protection as well as ours. How long will it take for my order to arrive? We usually ship Orders 24-48 hours from receipt. Once your order leaves our building, the time it takes to be delivered depends on several factors (delivery method, destination, etc). Do you ship outside of Canada? At this time we are not able to ship outside of Canada. For international customers, and those living in the United States, please contact us and we'll help you locate a local StoreWALL distributor. What happens if something is damaged during transit? All shipments are inspected by our warehouse manager and the shipping company's driver prior to shipment to ensure that they leave here undamaged. For your protection, we require a signature for all shipments. While this might be inconvenient, it ensures that you have the opportunity to review contents for damage prior to accepting them and confirm that the shipment is complete. If you see visible damage to any package, immediately open the package(s) in front of the driver so that they can also see what might have been damaged. You should then note any damage on the delivery receipt (if you received your items via common carrier) or make note of the damage with the Canpar driver. All damage claims must go through the carrier, as they will replace any damaged items. You will not be charged for shipping or pickup of the damaged items. It may take up to 45 days for a freight damage claim to be completely processed. Please refer to our returns policy for information on returning items.
How do I return something? If you need to return an item, please contact us at (403) 519-0074 Monday – Friday, 7am to 5pm MST to secure a Return Merchandise Authorization (RMA). We will accept returned items for any reason within 30 days of the date you received the product and refund the full purchase price less a 15% restocking fee. You are responsible for return shipping costs. Products must be unused, undamaged and in original packaging material. We recommend that you use a carrier that offers insurance as part of its service, such as Canpar. Returned products with missing parts or accessories will not be accepted. Please note: If your package arrived damaged, you must submit a claim to the carrier, as they will replace any damaged items. You will not be charged for shipping or pickup of the damaged items. It may take up to 45 days for a freight damage claim to be completely processed. I just returned items from my order. When do I receive a refund? As soon as we receive your package in resellable condition, we will immediately process your refund and notify you by email. The credit should appear on your account within 3-6 business days (processing time varies by financial institution). If you have questions about the amount of time it will take for the refund to post to your account, or if you don't receive the credit within 6 business days, please contact your credit/debit card bank. What happens if something is damaged during transit? For your protection, we require a signature for all shipments. While this might be inconvenient, it ensures that you have the opportunity to review contents for damage prior to accepting them and confirm that the shipment is complete. If you see visible damage to any package, immediately open the package(s) in front of the driver so that they can also see what might have been damaged. You should then note any damage on the delivery receipt (if you received your items via common carrier) or make note of the damage with the Canpar driver. All damage claims must go through the carrier, as they will replace any damaged items. You will not be charged for shipping or pickup of the damaged items. It may take up to 45 days for a freight damage claim to be completely processed.
Security and Privacy
Contacting StoreWALL Customer Service
How do I contact your customer service department? Our customer service team is available for your orders and questions, Monday through Friday, 8:00 a.m. to 5:00 p.m. Mountain Time. E-Mail: [email protected] If you're in Canada / North America call: (403) 519-0074 If you’re outside North America, please send e-mail to [email protected] and we’ll help you find an international StoreWALL distributor to assist you!
How do I install storeWALL? You can download our Installation tips here: Installation Tips This is a PDF file, and will require that you have Acrobat Reader installed on your computer. If you don’t have Acrobat Reader, you can download it here: Acrobat Reader Please refer to our Resources Tab for product information. I’m not sure I can install your product. Do you offer installation assistance? To locate a StoreWALL professional in your area, please use our dealer locator.
Product Warranty Questions
What is the warranty on StoreWALL Products? The Company warrants its Products commencing with the date of sale for a period of 10 years thereafter, the Products to be free from defects in workmanship and material. If, within such warranty period, the Product shall be proved to the Company’s satisfaction to be defective, it shall be repaired, or at the Company’s option, replaced F.O.B. Company’s warehouse, without charge. No warranty shall apply to Products used by anyone other than the first end-user nor to Products which have been repaired or altered by others so as to effect the same adversely; which shall have been subject to negligence, accident or improper care, installation, maintenance, storage or other than normal use or service, during or after shipment; or which have been transferred from the first end-user. THE FOREGOING WARRANTY IS IN LIEU OF ALL OTHER EXPRESS OR IMPLIED WARRANTIES (EXCEPT OF TITLE) INCLUDING BUT NOT LIMITED TO, ANY WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. UNDER NO CIRCUMSTANCES SHALL THE COMPANY BE LIABLE FOR ANY INCIDENTAL OR CONSEQUENTIAL OR OTHER DAMAGES, EXPENSES, LOSSES OR DELAYS, HOWEVER SO CAUSED. INCLUDING WITHOUT LIMITATION, DAMAGES FROM DECREASE IN INCOME, INCREASE IN COSTS OR ANY DESCRIPTION OR DECREASE IN PROFITS, OR FROM FAILURE OF ANY PART OF THE PRODUCT FURNISHED HEREUNDER. ALL LIABILITY OF THE COMPANY ON ACCOUNT OF NEGLIGENCE OR IN TORT IS HEREBY WAIVED. THERE ARE NO WARRANTIES WHICH EXTEND BEYOND THE DESCRIPTION ON THE FACE HEREOF. No return shipments will be accepted unless the Company has given its approval in advance.