Terms and Conditions

Customer Service Policy

At Wendover Art Group, we appreciate that our success is determined only by your satisfaction. We strive to improve every day. Please contact our Customer Service Department at (888) 743-9232 with any questions, comments or concerns. All feedback is welcome.

Ordering

Orders can be faxed to (727) 573-1130, emailed to orders@wendoverart.com, or placed by calling our toll free number (888) 743-9232. All orders are subject to a minimum order size of $500. Orders are acknowledged as soon as possible after placement. Please check your order acknowledgements carefully for quantities, pricing, shipping address, shipping dates and carrier.

Lead Time

Our typical order lead time is approximately 4 weeks. However, we ship orders as soon as they are produced. A member from our customer service team will contact you prior to shipment with an expected arrival date.

Payment and Terms

Opening orders must be pre-paid, unless applying for credit. Credit applications for net 30 terms require a week for processing. We do not offer COD orders. Orders will not be processed for production until payment arrangements have been finalized. You may skip the credit approval process if you prepay via check or credit card, but we need your payment information when your order is initially processed. A Tax ID Number is required in either case. We accept Visa, Mastercard and American Express.

Shipping

We box and palletize our product for shipment via commercial carrier. All items are packaged so that they will ship safely to their destination. Unless specific instructions are provided at the time of order placement, our shipping department will use their best judgment when selecting a freight carrier. We take careful watch to ensure that no shipments are interlined by the selected carrier. We do not ship product via parcel services such as UPS or Fedex. At the time of your order, please note should you require any special services such as storage, lift gate, international forwarding, etc.

Freight Program

All orders are FOB Clearwater, Florida. All orders in excess of $2,500 qualify for the Wendover Free Freight Program. The following states qualify for free freight for orders in excess of $2,000: Alabama, Georgia and South Carolina. Shipments within Florida qualify for free freight at $1,750. Please note that special packaging or delivery requirements are not eligible for free freight. In addition, all invoices not settled within 30 days from the date of shipment are subject to freight charges.

Materials

Wendover Art Group utilizes materials of the highest quality. The majority of our mouldings consist of imported Brazilian wood finished by the human hand. Many of our mouldings are exclusive to Wendover Art Group and cannot be purchased elsewhere. As a result, the color, texture and appearance of our mouldings may vary on occasion. In certain circumstances, due to availability, we reserve the right to substitute similar materials.

Order Changes or Cancellation

Any cancellation or changes to your order must be submitted in writing at least 3 weeks prior to the requested delivery date. For orders cancelled within less than 3 weeks notification, a 20% restocking fee will apply.

Backorders

Occasionally, items are backordered due to material or supplier shortages. We will immediately notify you if we believe we will not be able to meet our previously indicated shipping schedule.

Returns

All products are guaranteed to your satisfaction. Should you experience shipping damages, or receive a defective product, please contact us for specific instructions. In all cases a Return Merchandise Authorization (RMA) must be issued by our customer service department prior to any merchandise being returned and accepted. In cases where shipping damages have occurred, we will file any claim with the freight carrier so that the situation can be resolved quickly and efficiently for you. Should you wish to return an item and it is not defective, a 20% restocking charge will apply.

Can I change the design (frames / mats etc.) on your pictures?

We will accommodate changes in design only for special circumstances, largely depending on product quantities and overall order size. However, in most cases, we cannot accommodate change of design requests.

I need product immediately. How soon can you ship?

The majority of our items are made to order. However, there are a number of items that we maintain in inventory. Please contact us to determine immediate product availability or specific lead times.