What is a Satisfaction Promise?

I think the word "guarantee" is over-used, under-supported, and much too insincere. For VeneerSupplies.com, I'd prefer to call our level of quality and service a promise and that is something that requires trust, courtesy, and dedication.

Buying an item without seeing it directly in front of you doesn't make the decision easy but with the popularity of Internet ordering, it's something that most of us have had to come to deal with. I want you to know that I fully understand the trepidation of online shopping and I'll do my best to make sure that your purchase is simple, secure, and fully backed by my personal promise that I will do whatever it takes to earn and keep your business. This is not just some business slogan mumbo-jumbo. If you have any questions or concerns about your order, you can work directly with me (Joe) to find an answer or solution. No customer support representatives, no salesmen, no excuses... if your order isn't exactly what you thought it would be, contact me and I will personally work with you to make it right.

Returns

I believe that the veneers and other products offered at VeneerSupplies.com must live up to your highest expectations and I want you to be completely satisfied with your purchase. You are welcome to return any product from your order within 30 days of receipt of your order. However, the following conditions apply:

• No returns will be accepted after 30 days.
• Items must be received in the condition which they were sent.
• An RMA be must requested before submitting your return.
• Returned items must be in new and resellable condition. Items which are used or otherwise unsellable will be deducted from your refund amount.
• Each item should be appropriately protected and packaged for a safe transit.
• Packages may be returned postage-paid and insured via USPS, UPS, or FedEx.
• Any return that is damaged during shipment will receive a credit reflecting any damages including cracks, splits, and weather/humidity related rippling or curling.

Restocking Charges

• Vacuum press kits and parts: none
• Veneer glue and all other liquid products: none
• Tool and supplies: none
• Raw wood veneers: 15%
• Paper-backed, copper, and 2-ply veneers: 30%

Sending Your Return

You can return your items with a few simple steps.

1. Email us for an RMA number.
2. Upon completion of this form, a return shipping address will be provided.
3. Pack the items securely in a box.
4. You can use the box that the items arrived in or another box if you prefer.
5. Please allow 5 days processing time after we have received your item for credit.

Receiving Credit

All returns are acknowledged by email. Refunds will be made within 5 days of receipt of the returned items.
Shipping and handling charges cannot be refunded.

If Your Order Is Damaged In Transit or Missing Items

If you receive a shipment that has obvious damage to the box or the box rattles when shaken, please do not accept or sign for it until after you open the box and verify that the contents are in good condition. Should your package arrive damaged, please ask the delivery person to make a note of it. Then notify me immediately and I will work to resolve the situation as quickly as possible.

If an item is missing from your order, you must notify me within 3 days of receipt of your package. A replacement item will be sent immediately.

Canceled Orders
Orders that are canceled before shipment are subject to a 10% re-processing fee (not to exceed $10) to cover the time and expense of canceling the order and issuing a refund.

Refused Orders and Non-Deliverable Addresses
Orders that are refused or not received when delivery was attempted will be subject to a $12.00 return and restocking fee. This is to cover the cost of the return shiment and the labor involved in re-handling your order.

Packages returned to us because of a non-deliverable address can be re-shipped to an alternate address at the customer's expense. To avoid this, please be certain that your shipping address is deliverable by USPS, UPS, and Fedex. If customer chooses to cancel the order, a refund of the item costs will be made (less any applicable restocking fees).The shipping and handling charges for that order will not be refunded.