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, call or email 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. With the exception of the paper-backed, wood on wood and copper veneers, I do not charge a restocking fee for items safely and correctly returned within 30 days of purchase.

• Raw wood veneers may be returned provided they have not been altered in any way (sanded, stained, cut, etc.). Any veneers returned with new splits or cracks will be charged a re-stocking fee of 5% to 15%.
• Paper-backed and wood on wood veneers are charged a 30% restocking fee by the manufacturer.
• Copper veneers are subject to a 25% restocking fee by the manufacturer. Copper sample sheets are non-returnable.
• Any items returned between 31 and 45 days after purchase are subject to an additional 15% restocking charge.

Conditions

• No returns will be accepted after 45 days.
• Items must be received in the condition which they were sent.
• Vacuum press systems and kits must be in new and resellable condition. We do not offer partial refunds.
• Veneer should be double-covered in bubble wrap to protect it during shipping.
• An RMA form must be submitted with your return. This form is very simple but it is a critical part of issuing your refund.
• Any returned items which are not accompanied by an RMA form will be subject to a 10% restocking fee.
• Packages may be returned to VeneerSupplies.com via USPS, UPS, or FedEx.
• All packages must be sent postage paid and insured for their original purchase value.
• Any return that is damaged during shipment will receive a credit reflecting any damages including cracks, splits, and weather/humidity related rippling or curling.

Sending Your Return

You can return your items with a few simple steps. All returns require an RMA.

1. Email us for an RMA number. You will receive an RMA number within 3 business days along with a link to our online return form.
2. Upon completion of this form, a return shipping address will be provided.
3. Pack the items securely in a box. Double boxing is highly recommended.
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.
Please note: 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% restocking fee.

Refused Orders
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 shipping back to us and the labor involved in re-handling your order.