Customer Care

Ordering

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1. How do I place an order?
Ordering on vandykes.com is simple, easy, and secure. Simply select the color, size, personalization options (if applicable), and the quantity then click the "Add to Cart" button on the product detail page. The Shopping Cart page will then display the items in your cart and will allow you to change the quantity of each item you've selected or remove items. From the Shopping Cart page, you can either proceed to checkout or continue shopping.

When you have finished shopping, click on the "View Cart" or "Checkout" icon at the top-right of the page to review your selections. When you are satisfied with your order, click the "Proceed to Checkout" icon to complete your purchase.

Note: If you experience any problems with items disappearing from your shopping cart, make sure you have Cookies enabled in your web browser.

2. Can I order by fax or mail?
Our secure online ordering process is the preferred and most expedient method of ordering from Van Dykes Restorers. However, we understand that there may be times when you would prefer to order by fax or mail. To order by fax or mail, download our printable Order Form. When you have completed the order form, mail or fax it to:

Van Dykes Restorers
P.O. BOX 52
Louisiana, MO 63353

Fax: 573-754-8608

Email: customerservice@vandykes.com

Or call to place your order: 800-558-1234

We will begin processing the order as soon as it is received. Please include an email address to receive an order confirmation and tracking information on your shipment.

3. How do I track my order?
With the exception of special order items, all customers will receive a shipping confirmation email that includes a tracking or delivery confirmation number. To track an order after it has been shipped, click on the "Order Status" icon at the top right-hand corner of the navigation bar. Then enter your order number and email address or billing zip code.

You can also track your order via Fed Ex tracking number at http://www.fedex.com/Tracking. USPS does not provide order tracking, only delivery confirmations.

4. What forms of payment does vandykes.com accept?
Van Dykes Restorers accepts payment by Discover, Visa, MasterCard, and American Express for online orders. When ordering by mail or fax, we accept payment by the aforementioned credit cards as well as by check or money order.

If you are purchasing with a debit card, it is standard procedure to request a pre-authorization from your bank before your order is processed. The pre-authorization will confirm that your bank account has sufficient funds available to cover your purchase amount. The funds are not actually removed from your account until we ship the order to you. You may see both the pre-authorization and the charge on your account, but this is not a duplicate charge. The pre-authorization will be removed within a few days, depending on your bank. At that time, you will have only been charged for the item(s) that have been shipped.

Vandykes.com will charge for the processed in-stock items, plus the entire amount of shipping & handling costs. Payment for any backordered items will be charged upon shipment. You will not be billed any additional shipping fees for backordered items.

5. Does vandykes.com charge sales tax?
Van Dykes Restorers is required to charge sales tax on merchandise and shipping charges in California, Missouri and South Dakota. The amount of sales tax charged is based on current local tax rates. Sales tax will be refunded for returned items.

State and local sales tax rates are subject to change at any time.

6. How do I use a promo or coupon code?
In the "Other Information" section at the bottom of the Checkout page, enter your offer code in the "Promo Code" box and click "Apply" to update your order subtotal. Limit one promo or offer code per order. Promotional discounts do not apply to drop shipped or wholesale orders.

7. How do I use a gift certificate code?
In the "Other Information" section at the bottom of the Checkout page, enter your code in the "Gift Certificate Code" box and click "Apply" to update your order subtotal. Multiple gift certificates can be used on a single order.

8. What if an item is not in stock?
On occasion, demand for a product will exceed the quantity in stock. If this is the case, you will see a message about the availability of that item when you hit the Add to Cart button. In addition, if you order an item that is currently out of stock, we will notify you by e-mail that the product is back ordered and let you know when it is expected. We will often give you the option of replacing the item with a different one (i.e. a different color).

If you have ordered multiple items, in-stock items will be shipped immediately via your requested shipping method, so as not to delay your entire order. Back ordered items will be shipped without incurring additional shipping charges.

Note: If you are using e-mail filters and/or blockers, be sure to add vandykes.com to the safe sender list in your address book to ensure that you receive our notifications and updates.

9. How can I cancel or change my order?
Please remember that in stock items ordered before 2PM CST will ship the same day! If you need to cancel or change an order, please email customerservice@vandykes.biz as soon as possible with your request. We use automated order processing and warehouse systems to provide you with the fastest service possible, so we may not be able to cancel or modify your order before it is processed. Cancellation or change of an order usually involves return of merchandise or additional shipments. We apologize for any inconvenience. Please refer to our returns policy for additional information.

10. What if vandykes.com is unable to accept my order?
Please note that vandykes.com may be unable to accept or may need to cancel certain orders. We reserve the right, at our sole discretion, to refuse or cancel any order for any reason. Situations that may result in your order being canceled include limitations on quantities available for purchase, inaccuracies or errors in product or pricing information, or problems identified by our credit and fraud avoidance department. We may also require additional verifications or information before accepting any order. Vandykes.com will contact you if all or any portion of your order is canceled or if additional information is required to accept your order. If your order is cancelled after your payment has been processed, vandykes.com will issue a credit to your payment method in the amount of the charge.

11. Is shopping at vandykes.com secure?
You can feel completely secure when ordering from vandykes.com. All online transactions at Van Dykes Restorers are handled with an industry-standard technology called Secure Sockets Layer (SSL), which encrypts (or encodes) sensitive information before it is sent over the Internet.

12. Computer Monitor Color Accuracy?
We do our best to accurately represent the appearance of the products we sell on our online store. However, please keep in mind that if your monitor color settings have been changed or are not set to the default standard settings, a product's true colors may not appear as they should on your screen.
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Shipping

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1. How will my order be shipped?
Van Dykes Restorers ships via FedEx SmartPost Ground delivery service. This service utilizes both FedEx and the US Postal Service for handling. In most circumstances, your package will be delivered via the US Postal Service. All standard delivery packages can be tracked at http://www.vandykes.com/tracking.html or at http://www.fedex.com/tracking. All P.O. Box addresses are sent via FedEx SmartPost.

FedEx Premium Ground utilizes the FedEx ground delivery network from door to door. This service will deliver your package to you faster than any other ground service.

2. How much does shipping cost?

Shipping Costs - USA (Contiguous 48 States)

(Includes the cost of Shipping + Handling + Insurance)

Order Amount: Smart Post Premium Ground* 3-Day Air 2-Day Air** Next Day Delivery
FROM TO
$0 $10.00 $6.99 $9.99 $12.99 $21.99 $36.99
$10.01 $30.00 $8.99 $11.99 $14.99 $23.99 $38.99
$30.01 $50.00 $11.99 $14.99 $17.99 $26.99 $41.99
$50.01 $70.00 $13.99 $16.99 $19.99 $28.99 $43.99
$70.01 $100.00 $14.99 $17.99 $20.99 $29.99 $44.99
$100.01 $150.00 $16.99 $19.99 $22.99 $31.99 $46.99
$150.01 $250.00 $19.99 $22.99 $25.99 $34.99 $49.99
$250.01 $500.00 $31.99 $34.99 $37.99 $46.99 $61.99
$500.01 $1000.00 $59.99 $62.99 $65.99 $74.99 $89.99
$1000.01 and up $79.99 $82.99 $85.99 $94.99 $109.99

Shipping Costs - Alaska and Hawaii

(Includes the cost of Shipping + Handling + Insurance)

Order Amount: Smart Post Premium Ground* 3-Day Air 2-Day Air** Next Day Delivery
FROM TO
$0 $20.00 $16.99 N/A $22.99 $31.99 $41.99
$20.01 $30.00 $19.99 N/A $25.99 $34.99 $44.99
$30.01 $50.00 $20.99 N/A $26.99 $35.99 $45.99
$50.01 $70.00 $21.99 N/A $27.99 $36.99 $46.99
$70.01 $100.00 $22.99 N/A $28.99 $37.99 $47.99
$100.01 $135.00 $25.99 N/A $31.99 $40.99 $50.99
$135.01 $175.00 $27.99 N/A $33.99 $42.99 $52.99
$175.01 $250.00 $29.99 N/A $35.99 $44.99 $54.99
$250.01 $500.00 $39.99 N/A $45.99 $54.99 $64.99
$500.01 and up $59.99 N/A $65.99 $74.99 $84.99

* Premium Ground Service is only available in the 48 contiguous United States. Not available in AK and HI.

** 2-Day Air is not available when shipping to a P.O. Box address. Your order will be delivered on the 2nd Business Day (Business Days are M-F excluding Holidays) after date of order if the order is received by 2:00pm CST.

(Note: The schedule above is ONLY an estimate, not a guarantee. All shipping is out of St. Louis, MO.)

Shipping Costs - Canada

Taxable Amount Rate*
Up to $20.00 $24.99
$20.01 to $30.00 $28.99
$30.01 to $50.00 $30.99
$50.01 to $70.00 $32.99
$70.01 to $100.00 $33.99
$100.01 to $135.00 $35.99
$135.01 to $175.00 $38.99
$175.01 to $250.00 $41.99
$250.01 to $500.00 $49.99
$500.00 and up $64.99

* 18% Duties & Taxes will be added to your order at the time of purchase. This amount will be shown in the text field on your order confirmation.

Canadian Deliveries: Packages will be delivered within 4-10 Business Days (Business Days are M-F, excluding Holidays) from date of order -- depending on destination

Canadian Customers: By ordering goods on this website, you hereby authorize a licensed Canadian customs broker chosen on your behalf to act as your agent, and to transact business with Canada Border Security Agency (CBSA) to clear your merchandise, account for applicable duties and taxes, and if required, to return the merchandise to the merchant and to prepare and submit refund claims on your behalf for any merchandise that is returned. In the event of a return, CBSA will send any refund of duties and taxes that were paid on the returned merchandise to the broker and you will obtain the refund directly from us. In this connection, you also authorize the customs broker to endorse any refund check issued by CBSA in your name, so that we may process the reimbursement.

(Note: The schedule above is ONLY an estimate, not a guarantee. All shipping is out of St. Louis, MO.)

Shipping Costs - All Other International

Mexico, Japan, Italy, Netherlands: Add $3 US Dollars per item plus the rate below.

All Other Countries: Add $10 US Dollars per item plus the rate below.

Taxable Amount Rate*
Up to $20.00 $24.95
$20.01 to $30.00 $29.95
$30.01 to $50.00 $31.95
$50.01 to $70.00 $32.95
$70.01 to $100.00 $34.95
$100.01 to $135.00 $38.95
$135.01 to $175.00 $41.95
$175.01 to $250.00 $59.95
$250.01 to $500.00 $68.95
$500.01 and up $79.94

* International customers are responsible for paying any additional taxes, duties, or customs fees charged by their local government. Additional shipping charges may also apply in some cases.

International Deliveries: Packages will be delivered within 7-14 Business Days (Business Days are M-F, excluding Holidays) from date of order -- depending on destination

(Note: The schedule above is ONLY an estimate, not a guarantee. All shipping is out of St. Louis, MO.)

3. When will I receive my order?

Order Placed Order Ships Order Delivered

Most in-stock, non-personalized orders ship in 1 business day. Please allow 3 additional business days for personalization. Depending on the shipping method selected, your order should arrive in 1-8 business days. All standard delivery packages can be tracked at http://www.vandykes.com/tracking.html or at http://www.fedex.com/Tracking.

FedEx Smart Post: Delivered Within 8 Business Days
Van Dykes Restorers ships via FedEx SmartPost Ground delivery service available in the contiguous 48 states, Alaska, Hawaii and U.S. Territories. This service utilizes both FedEx and the US Postal Service for handling. In most circumstances, your package will be delivered via the US Postal Service. All PO Box addresses are sent via FedEx SmartPost. Most orders shipped via FedEx SmartPost will be delivered within 8 business days from your day of order. Business days are Monday through Friday, excluding holidays.

FedEx Premium Ground Deliveries: Delivered Within 5 Business Days
FedEx Premium Ground, available only in the contiguous 48 states, utilizes the FedEx ground delivery network from door to door. This service will deliver your package to you faster than any other ground service. Most orders shipped via FedEx Premium Ground will be delivered within 5 business days from your day of order, if placed by 2:00pm CST. Business days are Monday through Friday, excluding holidays.

3-Day Air Deliveries: Delivered Within 3 Business Days**
3-Day Air Deliveries Orders, available only in the contiguous 48 states, will be delivered on the 3rd business day after your day of order, if placed before 2:00pm CST. Business days are Monday through Friday, excluding holidays.

**Not available when shipping to P.O. Boxes.

2-Day Air Deliveries: Delivered Within 3 Business Days**
2-Day Air Deliveries Orders, available in the contiguous 48 states, Alaska and Hawaii, will be delivered on the 2nd business day after your day of order, if placed before 2:00pm CST. Business days are Monday through Friday, excluding holidays.

**Not available when shipping to P.O. Boxes.

Next Day Deliveries: Delivered Within 2 Business Days**
Next Day Air Orders, available in the contiguous 48 states, Alaska and Hawaii, will be delivered on the 2nd business day after the day of order, if placed before 2:00pm CST. Business days are Monday through Friday, excluding holidays.

**Not available when shipping to P.O. Boxes.

4. How are orders shipped to Alaska, Hawaii, U.S. territories, APO and FPO addresses?
Shipments to Alaska, Hawaii, US territories (Puerto Rico, Guam, US Virgin Islands), APO and FPO addresses are delivered via USPS. Premium Ground Service and 2-day delivery are NOT available to Alaska, Hawaii, US territories (Puerto Rico, Guam, US Virgin Islands), APO and FPO addresses.
5. Does vandykes.com ship to Canada?
Vandykes.com ships to Canada via FedEx SmartPost Ground delivery service. All standard delivery packages can be tracked at http://www.vandykes.com/tracking.html or at http://www.fedex.com/us/smart-post/index.html. All P.O. Box addresses are sent via FedEx SmartPost.

By ordering goods from Van Dykes Restorers, you hereby authorize a licensed Canadian customs broker chosen on your behalf to act as your agent and to transact business with the Canada Border Security Agency (CBSA) to clear your merchandise, account for applicable duties and taxes, and if required, to return the merchandise to the merchant and to prepare and submit refund claims on your behalf for any merchandise that is returned. In the event of a return, the CBSA will send any refund of duties and taxes that were paid on the returned merchandise to the broker and you will obtain the refund directly from us. In this connection, you also authorize the customs broker to endorse any refund check issued by the CBSA in your name, so that we may process the reimbursement.

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Returns & Exchanges

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SATISFACTION GUARANTEED: It's simple. If you're not completely satisfied with any merchandise you have received, just return it within 60 days of receipt for a full refund or exchange, no questions asked. Custom ordered and custom cut items are not returnable unless we have made an error in cutting your ordered item(s) or if the item is defective. All items must be in their original condition with the original packaging, instruction manuals, warranties, and tags. Unfortunately, original shipping/processing charges are not refundable. We will, however, send your exchange with no additional shipping/processing charges.

1. What is vandykes.com’s return policy?
If you are not completely satisfied with any merchandise you have ordered, you may return it within 60 days of receipt for a full refund or exchange, no questions asked.

All items must be in their original condition with their original packaging, instruction manuals, warranties, and tags.

Original shipping/processing charges are not refundable. We will, however, exchange items with no additional shipping/processing charges.

Return Policy Exceptions: Special Orders; Custom Orders (including anything ordered by square inch, square foot or running length); Reference Materials (books and DVDs) and Decorative Grille Samples.

2. What if my item is defective, broken or needs repair?
Vandykes.com partners with reputable manufacturers who stand by their products. However, on rare occasions, a product can have a defect that was undetected by the manufacturer or that becomes apparent during use. If a product you've purchased from Van Dykes Restorers has a manufacturing defect, please contact us at customerservice@vandykes.com.

For repair, maintenance, and warranty service that is covered by a manufacturer's warranty, please contact the manufacturer directly. For a partial list of Manufacturer Warranty Service Centers, http://www.vandykes.com/warranties.html.

3. How do I return an item?
For your convenience, vandykes.com encloses a prepaid shipping label with all orders. If you choose to use our self-addressed prepaid label when returning an item, a $7.99 charge will be deducted from your refund.

Please follow the instructions on the back of your order summary and enclose it with the items you are returning.

All items returned must be in their original condition with their original packaging, instruction manuals, warranties, and tags. Items must be returned within 60 days of receipt.

If an item was ordered as a set, it must be returned as a set.

All shipping/processing charges on returned packages must be prepaid. You will be credited for shipping if the product was damaged or defective, or if the wrong item was shipped. Please include the postal receipt in your return package.

If you do not use our prepaid return/exchange label, we suggest you return the package using a courier who will provide proof of delivery. Please do not use the product box as a shipping container.

Please allow 14 business days to process your return.

4. How do I exchange an item?
For your convenience, Van Dykes Restorers encloses a prepaid shipping label with all orders. If you choose to use our self-addressed prepaid label when exchanging an item, a $7.99 charge will be deducted from your exchange.

Please follow the instructions on the back of your order summary and enclose it with the items you are exchanging.

All items exchanged must be in their original condition with their original packaging, instruction manuals, warranties, and tags. Items must be exchanged within 60 days of receipt.

All shipping/processing charges on returned packages must be prepaid. You will be credited for shipping if the product was damaged or defective, or if the wrong item was shipped. Please include the postal receipt in your return package.

If you do not use our prepaid return/exchange label, we suggest you return the package using a courier who will provide proof of delivery. Please do not use the product box as a shipping container.

Please allow 14 business days to process your return.

5. Where can I get a Return/Exchange Form?
A Return/Exchange Form containing instructions and Van Dyke's Restorers' return address is printed on the back of the invoice shipped with your order. If you no longer have your invoice, click here for a printable Return Form(PDF format document).

6. Are there any items I cannot return or exchange?
Return Policy Exceptions: Special Orders; Custom Orders (including anything ordered by square inch, square foot or running length); Reference Materials (books and DVDs) and Decorative Grille Samples.

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Account Management

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1. How do I log in?
To review your account information, click on the "My Account" icon located in the top right hand corner of the navigation bar. Enter your email address and password to access your Van Dykes Restorers account.

2. How do I subscribe/unsubscribe to Van Dykes Restorers email list?
Subscribing to Van Dykes Restorers email list gives you access to exclusive previews of our special sales events, information about new merchandise arrivals, and key product advice.

Customers are automatically subscribed to our email list when making a purchase on vandykes.com. If you'd like to subscribe without making a purchase, please click here to enter your information.

To unsubscribe from our mailings, click on the "unsubscribe list" link located at the bottom of any of our emails or email your request to customerservice@vandykes.com. Please put the email address that the newsletter is being sent to in the subject line.