Terms and Conditions
CTW Home Collection
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 website, www.CTWHomeCollection.com, is available 24/7. Please indicate any special instructions for your order in the comments section at checkout. A single order placed on our site will ship to a single address. We cannot accept an order with instructions to divide and ship to multiple addresses. This would be multiple orders and should be entered separately as such. Please 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-Sell-Tin (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 for shortages or damaged merchandise by air.
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 2018 are split into three future ship dates: January 25, February 22, and March 23. Please be sure your orders total $100 minimum in each future ship date group that you order from. 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 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, 2018. 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.
A late charge of 1½% per month (18% APR) will be added to all past due invoices.
International orders are handled on a credit card basis only. Payment may be made using Visa, Mastercard, Discover or American Express.
$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 cancelled. 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.
Regretfully, we are not accepting any additional Dop Ship customers. No exceptions will be made. If you have already been approved as a Drop Ship customer, we will continue to handle those orders on your behalf.
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.
• Our items contain recycled materials.
• We do not lend or sell our mailing list.