Customer Service

Ordering | Returns | Shipping | International Orders |Privacy Policy | Contact


Ordering

Placing Your Order

You can place your order on-line even if you are placing an international order. We will be notified immediately of your order when you place it on-line.

If you are more comfortable having us put your order in for you, please feel free to call us at 413-582-6909. The best time to call is between 11:00 AM and 4:30 PM Eastern Time, Monday through Friday. If you get the answering machine, we will call you back as soon as we can.

You can also place your order by FAX: 413-582-6908. Please make sure you have contact information on your FAX so we can get any additional information we need.

If you want rush shipping, please place orders shipping via USPS Express Mail by noon Eastern Time and orders shipping via FedEx Express (any FedEx service besides Ground or Home Delivery) before 1:00 PM Eastern Time. We do not guarantee that rush shipping will be shipped on the day the order is placed, but we do our best if the order was placed by the stated times.

Logging in to Your Account

We ask for your email address when you register or place an order as a guest because we need to uniquely identify you. You can enter a bogus email if you like, but you will not get order placement and shipping notifications and you will have to remember what you used in order to access your account later.

If you have forgotten your password, there is a link for you to follow to get it mailed to you. If you never set a password, you will be prompted to do so.

We do not use your email for anything but order-related communication unless you sign up for our newsletter. We also don't share your email address with anyone.

Payment Options

  • Credit Cards
    • Visa
    • MasterCard
    • American Express
  • PayPal
  • Check or Money Order

Please note that if you pay with a PayPal eCheck we will wait for the funds to clear before processing your order. This usually takes several days.

To pay by check or money order, just check out normally. When you are asked which payment method you would like, just click on the check or money order option. Then you will print your invoice and mail it with your payment to us at Sundial Wire, PO Box 803, Northampton, MA 01061. We will ship your cloth-covered wire when we have received your check or money order.

Credit Card Security

We have a secure web site to ensure that the information you entrust to us is not intercepted or abused. On the pages where you are to enter information that should be kept secure, you will notice a locked padlock icon at the bottom of your browser, ensuring that security protection is enabled.

Declined Credit Card Payments

Unfortunately, credit card payments sometimes fail due to the billing address not matching what is entered on-line. If you make sure that you have entered your billing information identically to how it appears on your credit card statement, call us or send us an email custserv@sundialwire.com giving us authorization to bypass address verification and put the charge through.

Please do not click the "place your order" button over and over. If you do, please be aware that the credit card companies put a hold on the money even though it was declined. This is not something that Sundial Wire has control over and is universally true for all credit cards. The money will appear to have been deducted from your account for about a day and then the declined charges will disappear. This can affect your ability to charge if you have a daily limit on your card.

Problems While Placing Your Order

If you are having any problems with our web site, please click here for information on how to solve them.

Pricing

We reserve the right to change the prices of our products at any time. In addition, it has happened on occasion that we have mis-priced products accidentally. If that should happen and you have placed an order at the incorrect price, we will inform you of the additional amount you need to pay or that we are giving you a refund, whichever is appropriate. If you are unhappy with an increased price, you can remove the product from your order. We are very sorry that this ever happens, but it is awfully easy to drop a digit while entering a price or fill in the number of spools we have remaining, or some other random amount, in the price field.

Returns

Unopened (the tie not untied), uncut, and undamaged spools of wire bought at standard pricing can be returned for refund within 30 days of purchase.

We reserve the right to determine the cost of any damage to the wire, including that it is a total loss, and to charge a restocking fee, usually 10% or 25%, on returned spools, those costs and fees to be determined by Sundial Wire. Please call for a Return Authorization number before shipping any return.

Shipping costs are non-refundable. The customer is responsible for ensuring the wire is packed carefully enough so that damage does not occur during transit back to Sundial. Plastic spools do break if they are not prevented from bouncing around in the box. And the wire can get rubbed, damaging the braid. So lots of padding is required for a successful return. Also, styrofoam, whether peanuts or blocks, gets styrofoam dust all over the wire. Please do not use it.

Any wire purchased as Seconds or "As-Is" cannot be returned.

Any pendants, cord sets, or cut wire, including all wire ordered by the foot, cannot be returned.

Pendants and cord sets are custom-made for each order. In addition to not being returnable, they cannot be removed from the order or the quantity reduced once we have started making them up.

Vintage wire, plugs, and other lamp parts must be returned in the condition in which they were received within 10 days. Bulbs are not returnable. These may also be subject to a restocking fee determined by Sundial.

We will, of course, replace any defective wire, plug, lamp parts, pendants, or cord set at no charge.

Shipping

Order Processing Time/Rush Shipments

Normally we ship orders within a business day or two of their being placed. However, it sometimes takes us a week or more before we process an order. This is rare, but it does happen, so you should not rely on same-day or even next-day processing of your order, especially if you have a critical deadline. Please use express shipping methods if you need rush shipping.

If you want rush shipping, please place orders shipping via FedEx Express (any FedEx service besides Ground or Home Delivery) before 2:30 PM Eastern Time. We do not guarantee that rush shipping will be shipped on the day the order is placed, but we do our best if the order was placed by the stated time.

Also please note that we do not ship on Saturday and that FedEx shipment times DO NOT INCLUDE WEEKEND DAYS. Therefore, if your 2Day order ships on Friday, it will arrive on Tuesday. If it ships on Thursday, it will arrive on Monday. An overnight shipment shipped on Friday will arrive on Monday. This applies to Ground and Home Delivery shipments also, although Home Delivery delivers on Saturday but not on Monday. Ground (to a business) does not deliver on Saturday.

Also, please remember to add a day to the shipping time if your package is Ground or Home Delivery or if you order Express after 2:30 Eatern Time.

Transit Times

Please see our transit times page for full information on how long it will take your package to travel.

Shipping Rates

Shipping rates are calculated when you place your order. These rates are calculated based on your shipping address and the weight of what your have ordered. This process is the same for international shipments. You will see the shipping rates before you commit to your order. A handling charge of $3.00 is charged for international shipments.

Signature Options

Packages ship by default as no-signature-required unless the value of the contents is over $100.00. A signature is required for delivery on all shipments with value over $100.00. If you would like signature-required service on orders of less than $100.00, please call and let us know.

Neither FedEx, nor the Post Office, nor Sundial Wire is liable for a package after it is delivered to your door. If the package value is less than $100.00 and it is to be delivered to an area where you are not sure of its safety if it is left on the doorstep, you should call and tell us that you would like the signature-required option.

Local Pick-Up

We also offer local pickup for our customers in or near Northampton, Massachusetts, where we are located. We do not have a storefront and our insurance does not cover customers on site; however, we have made an arrangement with a local store so that customers can pick up their packages in Northampton. The store is Sticks & Bricks, at 9 Market Street, Northampton. You must pick up your package within 24 hours of our notifying you that the package is at Sticks & Bricks and we do charge a $5.00 charge to cover our having to make arrangements for the drop-off and our arrangement with Sticks & Bricks. Also, you can only pick up your package during Sticks & Bricks business hours. Please check their web site and call them to double-check that they will be open when you arrive to pick up your package.

Also, Sticks & Bricks is a very cool store, which we are sure you will enjoy visiting.

International Shipping Rates

If you are interested in what it will cost to ship and international order, the best way to determine the rates is to put what you are considering ordering in your shopping cart and then look at the options available to you on the shipping page. If you contact us to see what the rates would be, this is the process we will recommend you follow. Please note that all of the services available to your location will be listed on the shipping page. However, if you choose to use your own FedEx account, you can choose any service FedEx provides to your country other than First, which we do not offer domestically or internationally.

International Orders

We ship world-wide. If you are interested in what it will cost to ship and international order, the best way to determine the rates is to put what you are considering ordering in your shopping cart and then look at the options available to you on the shipping page. If you contact us to see what the rates would be, this is the process we will recommend you follow. Please note that all of the services available to your location will be listed on the shipping page. However, if you choose to use your own FedEx account, you can choose any service FedEx provides to your country other than First, which we do not offer domestically or internationally.

Please note that with First Class International shipments, where available, the package leaves the United States it is the customer's responsibility to try to find the package within the destination country's postal system. First Class shipments have no tracking numbers and cannot be tracked. No refunds will be given for undelivered packages that have left the United States.

Unfortunately, credit card payments sometimes fail internationally. If you make sure that you have entered your billing information identically to how it appears on your credit card statement, call us or send us an email custserv@sundialwire.com giving us authorization to bypass address verification and put the charge through. Please do not click the "place your order" button over and over.

Privacy Policy

Any information you provide us is used only to process payments and for no other purpose. Your information is protected by our secure web site. Only if you check the box asking to be on our mailing list will we occasionally e-mail you promotions and news. We will not share or rent your information with any other companies or organizations.

Contact Information

Address: P.O. Box 803, Northampton, MA 01061
E-mail: custserv@sundialwire.com
Phone: 413-582-6909
FAX: 413-582-6908 Please note, we do not accept unsolicited fax advertising. Thank you.

Please note that orders placed through our web site are often addressed faster than those placed via phone or fax. Automated notifications and processes are most efficient when you order via the Internet. However, we do take phone, fax, and mail orders.