F.A.Q.

Contact Us:

Phone: (800) 237-8833
Fax: 1-800-242-0329
International Calls: 573-754-8741
Monday-Friday: 8am-8pm EST
Saturday: 8am-5pm EST

Email Customer Service

Van Dyke's Restorers
P.O. Box 159
Hodges, SC 29653

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.

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 (PDF Format). When you have completed the order form, mail or fax it to:

Van Dykes Restorers
P.O. BOX 159
Hodges, SC 29653

Fax: 573-754-8608

Email: customerservice@vandykes.com

Or call to place your order: (800) 237-8833

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.

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 UPS tracking number at http://www.ups.com/Tracking. USPS does not provide order tracking, only delivery confirmations.

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.

Van Dykes Restorers will estimate Sales Taxes when orders are placed on the web or through our Call Center. Actual Taxes will be computed at the time the product is shipped and you will be emailed with the final order total including actual tax. If no tax is collected you may owe Use Tax to your state on this purchase.

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

*Mississippi State Residents: The amount of sales/use tax above is a collection of use tax as a convenience to you, collected per guidance provided by the Mississippi Department of Revenue.

Colorado State Residents: Van Dyke's Restorers does not collect Colorado sales or use tax. Purchase is not exempt from Colorado sales or use tax merely because it is made over the Internet. The State of Colorado requires purchasers to (A) Report all purchases that are taxable in Colorado and for which no tax was collected by the retailer and (B) pay tax on those purchases.

Van Dyke's Restorers will send purchaser an annual purchase summary of all purchases for the year in order to assist the purchaser in filing their tax return. Detail of how and when to file this return may be found at the Colorado Department of Revenue’s website, www.colorado.gov/tax/usetax. Van Dyke's Restorers is required by law to provide the Colorado Department of Revenue with an annual report indicating the name of the purchaser, the total dollar amount of all the purchaser’s Colorado purchasers made throughout the calendar year and the purchaser’s billing, notice and shipping addresses. Van Dyke's Restorers will not provide any other details of the transaction to the Department.

Alabama State Residents: Seller has collected the simplified sellers use tax on this transaction(s) delivered into Alabama and the tax will be remitted on the customer’s behalf to the Alabama Department of Revenue. Seller’s program account number is SSU-R010195503.

If placing an order with a catalog mail in order form, follow the steps below. If you prefer to have us guide you through this, please call 1-800-292-4769 or easily place your order online and leave the rest to us.

  • Step 1 - If your state is listed below, please click on the state specific link to find your tax region and tax rate. If your state is not listed, you do not need to include estimated sales tax with your order.
  • Step 2 - Multiply the merchandise subtotal from your catalog mail in order form by the state sales tax rate to calculate your estimated tax. Write the estimated sales tax amount on your catalog mail in order form and include it in your order total.
  • Step 3 - Mail in your completed catalog mail in order form with your full payment including estimated sales tax. We will contact you directly with any questions on your order once we receive it.

Click to see tax rates by state: Alabama | Hawaii | Illinois | Indiana | Kentucky | Maine | Maryland | Massachusetts | Michigan | Minnesota | Mississippi | New Jersey | North Dakota | Oklahoma | Pennsylvania | Rhode Island | South Carolina | South Dakota | Tennessee | Vermont | Washington | Wisconsin.

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 wholesale orders.

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.

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.

If you need to cancel or change an order, please email customerservice@vandykes.com 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.

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.

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.

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.

Free shipping will be applied during checkout after selecting Economy Ground or Premium Ground. This promotion cannot be used with other offers or promotions. Free shipping only applies to orders shipped within the Continental United States. International orders are excluded from free shipping promotions.

Van Dykes Restorers ships via UPS SurePost Ground delivery service. This service utilizes both UPS 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.ups.com/tracking. All P.O. Box addresses are sent via UPS SurePost.

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

LTL - All large items such as tubs, vanities, furniture, appliances, etc. that are too large to ship via UPS SurePost or other Ground Parcel services will be shipped by Common Carrier. Van Dyke’s standard common carrier rate includes residential delivery with lift gate service to your curb or sidewalk. If you require delivery of the product into your home, garage, or beyond the curb please call Customer Service for a shipping quote.

LTL Free Shipping - All large items listed as having FREE SHIPPING also receive our standard common carrier delivery with lift gate service to your curb or sidewalk. If you require service beyond the curb or sidewalk you must call Customer Service for a quote.

There are no exceptions to these policies. Customer Service can be reached at (800) 237-8833.

A. Ground Shipping Costs in the USA (Contiguous 48 States)
(Includes the cost of Shipping + Handling + Insurance)

Order Amount: Ground
FROM TO
$0 $49.99 $6.99
$50.00 $99.99 $9.99
$100.00 $249.99 11% of merchandise total
$250.00 $499.99 9% of merchandise total
$500.00 $999.99 8% of merchandise total
$1,000.00 And Up 6% of merchandise total

Ground shipments to Alaska, Hawaii, Puerto Rico, and Virgin Islands will be charged an additional $25.00


B. Expedited Shipping Costs in the USA (Contiguous 48 States)
(Includes the cost of Shipping + Handling + Insurance)

Order Amount: Express Overnight
FROM TO
$0 $9.94 $35.94 $45.94
$9.95 $25.94 $38.94 $48.94
$25.95 $45.94 $41.94 $51.94
$45.95 $65.94 $43.94 $53.94
$65.95 $95.94 $44.94 $54.94
$95.95 $145.94 $46.94 $56.94
$145.95 And Up 20% of merch total 25% of merch total

Express shipments to Alaska, Hawaii, Puerto Rico, and Virgin Islands will be charged an additional $40.00
Overnight shipments to Alaska, Hawaii, Puerto Rico, and Virgin Islands will be charged an additional $55.00


C. International Shipping Costs
(Includes the cost of Shipping + Handling + Insurance)

Order Amount: Ground
FROM TO
$0 $100.00 $65.00
$100.01 And Up 65% of merchandise total

* 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.

* 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 Greenwood, SC.)


Order Placed Order Ships Order Delivered

Please allow 3 business days for personalization. Depending on the shipping method selected, your order should arrive within 8 business days. All standard delivery packages can be tracked at http://www.vandykes.com/tracking.html or at http://www.ups.com/Tracking.

UPS SurePost: Delivered Within 8 Business Days
Van Dykes Restorers ships via UPS SurePost Ground delivery service available in the contiguous 48 states, Alaska, Hawaii and U.S. Territories. This service utilizes both UPS 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 UPS SurePost. Most orders shipped via UPS SurePost will be delivered within 8 business days from your day of order. Business days are Monday through Friday, excluding holidays.

UPS Premium Ground Deliveries: Delivered Within 5 Business Days
UPS Premium Ground, available only in the contiguous 48 states, utilizes the UPS 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 UPS Premium Ground will be delivered within 5 business days from your day of order, if placed by 3pm ET. Business days are Monday through Friday, excluding holidays.

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

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

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.

Vandykes.com ships to Canada via UPS delivery service. All standard delivery packages can be tracked at http://www.vandykes.com/tracking.html or at http://www.ups.com/us/smart-post/index.html. All P.O. Box addresses are sent via UPS SurePost.

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.

VAN DYKES 100% SATISFACTION GUARANTEE RETUN POLICY:
It’s simple. Your satisfaction is 100% guaranteed. If you're not completely satisfied with any merchandise received, just return it within 60 days of receipt for a refund or exchange, no questions asked. Contact Customer Service at 1-800-787-3355 for a Prepaid Shipping label. If the return is requested within 30 Days of product receipt a 10% processing fee will be deducted from your credit. If the return is within 31 -60 days of product receipt, a 20% processing fee will be deducted from your credit. 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 received in their original resalable condition with the original packaging, instruction manuals, warranties, and tags. Original shipping/processing charges are not refundable. Please allow 14 business days for your return or exchange to be processed.


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.

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. 1-800-787-3355

For repair, maintenance, and warranty service that is covered by a manufacturer's warranty, please contact the manufacturer directly.

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. Contact Customer Service at 1-800-787-3355 for a prepaid UPS label. If you return the item within 30 days of receipt a 10% restock fee will be applied. If the item is returned within 31 - 60 days of receipt a 20% restock fee will apply.

You must 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.

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 30 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.

In order to receive credit you must 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.

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) .

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.

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.

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