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| Home > Customer Care > Order Issues |
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Customer Care Center
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> ORDER ISSUES
My Order Arrived Damaged:
This is something that doesn't happen often, but when it does it can be a big disappointment. Please be assured that if any item arrives damaged you will not be alone. We will be there to make sure the problem is rectified and done so in a timely fashion.
If a package arrives with the outer box looking extremely tattered and abused, do not assume that the items inside are damaged. We take great pains in making sure your order is packaged extremely well. Chances are the items inside are just fine.
Open the package and carefully inspect each item for damage. If you find that there are items damaged then call our Customer Care Team at 1-800-353-1906 during office hours and we will immediately begin to correct the problem.
Please do not throw away any of the original packaging materials or damaged items for 8 business days or until you have been told that it is okay to do so. These items may be needed to be picked-up by the shipper. If the package is leaking, please store in a plastic trash bag in an area where floors or carpet can not be damaged.
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I Never Received My Order:
We take pride in the urgent way we handle orders. All orders are shipped either the same day they are placed or the next business day. Orders are shipped by either UPS Ground or by Priority Mail through the U. S. Post Office.
If you live in the 48 adjoining states, you can expect your order in 1 to 6 business days. For orders shipping to Alaska, Hawaii and U.S. Possessions it will take between 6 and 14 days.
If you have not received your order within these timeframes, then you can track the package online by using the information contained in the shipping confirmation email.
Shipping confirmations are sent by email when each package is shipped. These emails have the information needed to track your order including the tracking number and links to the appropriate site for online tracking.
If you did not receive this information, you can call the Customer Care Team during office hours at 1-800-353-1906 and they will provide you with the information as well as track your package for you.
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My Order Arrived Incomplete:
It is important that you go through all of the packaging materials before determining if an item is missing or not. Many of the items we package are wrapped in shipping paper for protection. Smaller items may be attached to, or folded up inside, the invoice. Sometimes items can get rattled to the very bottom of the package during shipping.
If you did not receive all the items you ordered, determine exactly what items are missing and how many. Find the order-blank that is in the package to see if you were charged for the missing items.
Once you have this information, call our Customer Care Team at 1-800-353-1906 during office hours and we will get the missing items on the way to you immediately.
If you were not charged for the items originally, you will then be charged at the time they are shipped. You will not be charged for any additional shipping or packaging.
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The Wrong Item Was Sent:
We take the task of filling your order very seriously. After your order has been filled, it is checked twice before it is packaged and shipped. This makes it virtually impossible for the wrong items to be sent. However when it does happen, you can be assured that we'll take care of our mistake swiftly.
If you believe that you were sent a wrong item, just go through the invoice provided in your package to verify specifically which item(s) were sent incorrectly and which item(s) you were charged for--the correct item(s) or the wrong item(s).
Once you have this information gathered, call our Customer Care Team at 1-800-353-1906 during office hours and they'll get the right item(s) on the way--right away.
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I Need To Change My Order:
Once an order has been placed, we will make every effort to accommodate you with changes that need to be made to it. Once an order has shipped we will no longer be able to make changes to the order.
Since most orders are shipped the same day they are placed, this leaves a very small window of opportunity to make changes.
To make changes to your order you will need to contact our Customer Care Team at 1-800-353-1906 during office hours. They will be more than happy to change the items on the order or the shipping address while they can.
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Can't Find The Answer? |
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| Our friendly customer care representatives are always happy to help you. |
1-800-353-1906
Monday - Friday 8 am - 5:30 pm
Saturdays 9 am-1 pm
(Central Standard Time)
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| Copyright © Kraus Sales, L.L.C. 2002 - 2009. All Rights Reserved. |
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