CTW Home Collection Terms and Conditions
You can order with full confidence from CTW Home Collection. We have been serving customers through our parent company, Colonial Tin Works, Inc, for more than 40 years and we pledge to continue our tradition of quality and customer service.
For fast, courteous service, call us toll-free at 1-800-433-5054. We are available from 8:00 a.m. – 4:45 p.m. Eastern Standard Time, Monday-Friday. Your customer service representative will be glad to help you with any questions about your order. We ask that you have your order as complete as possible when you call, along with your customer I.D. number and your credit card information if using a Visa, Master Card, Discover or American Express. Your account will be charged when your order is shipped, not before.
Our web site at www.CTWHomeCollection.com is available 24/7. Please indicate any special instructions for your order in the comments section at checkout. Also indicate on your order if you do not accept backorders. Prices are subject to change without notice. We try to honor all prices published online, but in the event of a pricing mistake, please be understanding. Freight is not included with your total online and will be added when your order is invoiced.
Fax your completed order to 1-866-735-5846. To avoid a duplicated order, please send your order only once. While we make every attempt to catch duplicated orders, we cannot be held responsible for returns associated with orders submitted twice. If you have submitted an order online or by fax and are unsure if we have received it, please call before sending it again.
PROBLEMS WITH ORDERS
We have a toll free “Quick-Fix” line so we may better take care of problems you may have with an order. This toll-free number is 1-888-695-3668. We ask that all claims be made within 10 days of receipt of your order. Regretfully, we do not ship replacements by air for shortages or damaged merchandise.
We pack your orders with great care. If you should receive an order in broken or damaged condition, please call our “Quick-Fix” line immediately for instructions. In the event that a UPS claim is made for damage to merchandise, the original packing material must be held for two weeks for inspection by UPS. Please call our “Quick-Fix” Line: 1-888-695-3668.
We require a minimum order of $100 per ship date. For instance, our new items for early 2019 are split into three future ship dates: January 15, February 13, and March 14. Please be sure your orders total $100 minimum in each future ship date group from which you order. The $100 minimum order also applies to items that are available to ship now or on a day of your choosing.
CANCELLATIONS, RETURNS & SHORTAGES
Orders may be cancelled by phone. Cancelled orders will be subject to a 20% restocking fee if the order has been picked and packed. Returned orders may be subject to a 20% restocking fee. Return requests should be made through our toll-free “Quick-Fix” line at 1-888-695-3668. No returned merchandise will be accepted without authorization. Shortages and damage claims must be reported within 10 days of receipt of merchandise. On domestic packages refused by the customer, shipping charges to the customer and shipping charges back to CTW Home Collection will be added to the customer’s account. Our return policy is subject to change without notice.
All of our prices are wholesale, in U.S. dollars. Prices are effective January 1, 2019. These prices supersede all previous prices and are subject to change without notice.
CTW Home Collection is required to have your state sales tax certificate with the state sales tax number on file.
Unless prior credit arrangements have been made, we will promptly ship your order handling payment in one of the following manners:
- Credit Card (Visa, Master Card, Discover, and American Express)
- Net/30 (Approved credit). Should this be of interest to you, please ask your customer service representative for a credit application.
International orders are handled on a credit card basis only. Payment may be made using Visa, Mastercard, Discover or American Express.
ON-SITE ORDER PICK-UP
To save on freight charges, feel free to pick up your order at our office. Please give us a 24-hour notice on business days before coming to pick up your order. All pick-up orders must be picked up within three business days after the order is placed. Any orders that are not picked up in a timely manner will be placed back in stock and the order will then be subject to a 20% restocking fee. We are located at 7609 Canoe Rd., Greensboro, NC 27409. We do not have an on-site showroom at this time.
$35.00 will be added to your account for each occurrence of a returned or stop payment check.
SHIPPING & HANDLING
All orders are shipped UPS from Greensboro, N.C. Cost of shipping will be added to your invoice. Shipping costs are the responsibility of the customer and are determined by weight, dimension, and destination of the package.
Future ship items are not considered backorders; we will ship those on or around the date promised. Backorders under $75 will be canceled. Backorders over $75 will be shipped when available. Please indicate at the time of ordering if you do not accept backorders. Shipping costs for backorders are the responsibility of the customer.
We make every effort to ensure accuracy in our catalogs and on our website. However, mistakes can happen. In the event that there is a mistake, please be understanding. Prices and specs are subject to change. Please see our website for the latest information.
We offer dropshipping services at no additional charge. Even if we have dropshipped orders for you in the past, please go to ctwhomecollection.com/drop-shipping-your-order/, to register as a dropshipper. You may also find the link at the bottom of our homepage, ctwhomecollection.com, under “Drop Ship Your Order”. You must first complete a form that identifies you as a dropshipper on our site. Failure to do so may result in your order not being processed.
We strive to offer our customers the highest quality items at exceptional values. In our painted items, we make every attempt to ensure our color is consistent, but slight variations may occur. Because our items are handmade, occasionally there are slight variations in the finished size and color.
We do not lend or sell our mailing list.
Our items contain recycled materials.