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Wrought Iron Haven > Frequently Asked Questions (FAQ's):
Frequently Asked Questions (FAQ's):

Wrought Iron Haven is dedicated to giving exceptional customer service and we guarantee our products. This section describes how to use our web store and how to deal with most shopping related issues. Below are some of our most frequently asked questions:

BEFORE YOU BUY FAQ'S
>>>1. How do I search for Wrought Iron Products?
>>>2. How can I find out more about a product?
>>>3.
Do you have other styles/sizes that are not shown?
>>>4. Do you have my item in stock?
>>>5.
If I buy more than one item is there a discount?
>>>6. Can I see the products in a showroom?
>>>7. How do I contact customer service?
>>>8. Can I get a catalog?
>>>9. Do you do custom work?

ORDERS FAQ'S
>>>10. How do I place an order online?
>>>11. Can I track my order?
>>>12. How do I know my order is confirmed?

SHIPPING FAQ'S
>>>13.
When will my order be delivered?
>>>14. Can I pick up my order at the warehouse or head office?
>>>15. Do you ship to Canada or other countries?
>>>16. How do I know what shipping option to select?
>>>17. How is the shipping cost determined?

PAYMENT FAQ'S
>>>18. When do I make payment?
>>>19. What forms of payment do you accept?
>>>20. What credit cards do you accept?
>>>21. What taxes do I have to pay?

ORDER CHANGES & ERROR MESSAGES FAQ'S
>>>22. What if I want to make a change after I've placed my order?
>>>23. What if I want to make a change to an item in my order during the checkout process?
>>>24. I received an error message during checkout, what do I do?
>>>25. My computer froze in the middle of checkout, what do I do?

ORDER STATUS FAQ'S
>>>26. How can I tell if my order has shipped?
>>>27. What's the status of my order?

RETURNS FAQ'S
>>>28. What is your return policy?
>>>29. How do I return a product?
>>>30. There is a problem with my order, what do I do?

PRIVACY POLICY FAQ'S
>>>31. What information is collected about me when I purchase online?
>>>32. How is my privacy protected?

SECURITY FAQ'S
>>>33. Is my information secure?
>>>34. I do not feel comfortable giving my credit card info over the internet. Can I make a
>>>>>purchase some other way?

ANSWERS

1. How do I search for Wrought Iron Products?
There are two ways you can search for products. Navigate through the website to search by category. The second way is to use our search box. Type in a keyword or part number to have our shopping cart provide products that match that search term.

2. How can I find out more about a product?
By clicking on a photo or the title of a product, a product page will show you complete details.

3. Do you have other styles/sizes that are not shown?
-all of the varieties in our inventory are shown with an individual listing page for most of the products. Any thing we offer is in the store. If it is not listed we do not sell it.

4. Do you have my item in stock?
We usually have a large stock of all products but if you purchase a product we have on back order, an email will be disbursed alerting you to the day that particular item will be available and when your order will ship in full. This will usually happen around the holiday season.

5. If I buy more than one item is there a discount?
On each product page you will see a bulk discount chart that calculates the discounted cost according to your quantity. When you add your product to the cart it will show you the regular price crossed out and then your wholesale trade cost. The multiple items must be of the same product ID to receive a discount. Discounts are on regular priced items only and are not featured on sale items or with other discounts.
For most large quantities, we require at least 2 weeks to fill orders. Feel free to contact our office to check for immediate availability of items.

6. Can I see the products in a showroom?
Unfortunately we do not allow pick-ups; all orders are sent out by a traceable method. For this reason viewing products is also unavailable. We do offer a money back guarantee. If you are not satisfied you may return it. See our return policy for details.

7. How do I contact customer service?
Should you have any questions, please contact one of our friendly customer service reps at +1(281)509-9985.

8. Can I get a catalog?
Unfortunately we do not supply printed catalogs but we do have an online catalog for our customers. See our online product catalog.

9. How do I place an order online?
Checkout involves four steps. Add items you wish to buy to your cart. Provide your shipping and billing addresses. Select a shipping method and then enter payment information. Upon confirmation you will be directed to the receipt page that you should review and print for your records.

10. Do you do custom work?
Unfortunately we do not offer custom work at this time but are open to new ideas for product lines. We would love to hear them. For any custom work we would recommend your local iron worker as they would be able to oversee your project from start to finish.

11. How do I know my order is confirmed?
After you click the place order button you are directed to a confirmation page that will give you order details including your order number. A confirmation of your order is also emailed to you.

12. Can I track my order
Once a tracking number has been added to your order and is emailed to you, tracking of the package is available. By using the UPS website ups.com you are able to see the exact whereabouts of a package.

13. When will my order be delivered?
Most orders will arrive at your door within 4-10 business days. If your order is for a custom furniture item it will take 2-4 weeks to arrive.

14. Can I pick up my order at the warehouse?
Unfortunately we do not allow pick-ups from our warehouse or our head office; all orders are sent out from our NY or GA warehouse by a traceable method. For this reason viewing products is also unavailable. We do offer a money back guarantee. If you are not satisfied with your purchase you may return it. See our return policy for details.

15. Do you ship to Canada or other countries?
We do ship our Genuine Collection to Canada and other countries however we do not ship the GMC Custom Furniture Collection outside the US. All shipments outside the continental US are sent USPS Global Express Mail (EMS) . The shipping fee is based on weight automatically calculated through our shopping cart. All shipping times quoted are based on the time it leaves our warehouse(2-3 days for the Genuine Collection). We can not offer 2nd day or overnight services outside the US due to border/customs delay.

16. Do I know what shipping option to select?
To calculate your arrival date add the processing time(2-3 days for the Genuine Collection and 2-4 weeks for the GMC Custom Furniture Collection) and add it to the UPS option for faster service. UPS ground is most common unless you need your order rushed. Orders outside the US do not have an option other than USPS Global Express Mail (EMS) and will take approx 10-14 days for delivery.

17. How is the shipping cost determined?
Your shipping cost is calculated using real time quotes from UPS or USPS based on you zip code shipping from our warehouse.

18. When do I make payment?
Once you have added all your items to the cart and are ready to checkout your credit card or PayPal information will be attained. Once the order is placed the payment is instant. If you are placing an order with a money order, instructions on where to send it will be available on the confirmation page. If you chose telephone as your payment method you will need to contact our accounting dept to provide your credit card information.

19/20. What forms of payment do you accept?
We accept VISA, Mastercard through our Moneris payment gateway and PayPal payments. With PayPal you may also pay with AMEX, Discover and direct debits from your bank account with their Echeck feature. If your credit card is declined there may be a few reasons why: the card has no funds available, you entered the wrong CCS security code, the card is expired, you entered the wrong billing information, the card does not allow internet purchases (card not present purchases), there is a hold on the card. In any event by calling your issuing bank they can tell you why the card is declining. If you continue to have issues try a different credit card.We only accept credit cards with the Visa or Mastercard symbol and 16 digits through our payment gateway. We can also accept American Express and Diners through Paypal. If you wish to speak to one of our billing customer service representative please call +1(281)509-9985. Feel free to place a new order with an attempt on another credit card if you recieve a declined message.

21. What taxes do I have to pay?
Shipments anywhere within the 48 continental United States including Alaska & Hawaii are not billed tax. Sales tax (HST or GST) will only be assessed for orders that are shipped to Canada. This is due to the fact that our corporate office is in Vancouver, BC, Canada.

22. What if I want to make a change after I placed my order?
Once orders are placed they can not be canceled or altered if they have been sent to our shipping dept. There is a small window of time that allows for alterations. Call our customer service for these requests. You usually have until the end of the day for an alteration to your order.

23. What if I want to make a change to an item in my order during the checkout process?
You can delete items, update quantities and add new items before you complete your checkout process.

24. I received an error message during checkout, what do I do?
If you didn't get a confirmation number after you pressed the "place order" button. The order most likely didn't go through. If you check the cart and your items are still there, continue to checkout once more. Any credit card that is declined will be show as to the reason for the decline. If you are still unsure if your order was placed or if you've made a duplicate order, a rep will be able to inform you if your order has been completed.

25. My computer froze in the middle of checkout, what do I do?
Orders that are not checked out completely are not valid, although our cart should hold your items for approx 30 days allowing you to complete checkout. If the error happened after you clicked the "place order" button, a rep will be able to inform you if your order has been completed or if you need to place the order once more.

26/27. How can I tell if my order has shipped?
If you created an account you can log on and check the status of any order you have placed with our site. A customer service rep will also be able to inform you of the status of your order if no account was created.

28. What is your return policy?
If you need to return something, please send an email torreturns@wroughtironhaven.com or call us within 7 days of receiving your order for an authorization # and return shipping address information. We will accept authorized returns within 7 days as long as you have received a return authorization #, the items are unused and in the original packaging. Upon receipt and confirmation of the return, the Customer's credit card/account will be credited for the amount of the purchase price of the item and the tax paid (if any), less shipping charges including return shipping. A 15% restocking fee is charged on return items, unless the product is a GMC Custom Furniture Collection item, in which case the restocking fee is 25%.

29. How do I return a product?
Once you have alerted us of your return and have attained a return authorization number. Instructions will be sent to you on how to return.

30. There is something wrong with my order, what do I do?
If you have received your package and have issues or questions about the purchase call our customer service center to speak with a rep to address your concerns.
Call us at +1(281)509-9985 ext 5

31/32/33. What information is collected about me when I purchase online?
We use SSL protection paired with Hacker Safe technology to give our customers high security when shopping. See our privacy policy for complete details.

34. I do not feel comfortable giving my credit card info over the internet. Can I make a purchase some other way?
We have telephone representatives standing by to provide you express ordering by telephone. A small fee of $2.95 will be assessed for orders where payment is provided by telephone. Call us at +1(281)509-9985 ext 3



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1321 Upland Drive Ste 1614 Houston, TX 77043
Customer Service: +1(281)509-9985