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.

Logging in to Your Account

We ask for your email address when you order 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.

Shipping

Shipping rates are calculated based on your shipping address and the weight of what your have ordered. This also is true for international shipments.

Payment Options

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

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.

Returns

Uncut spools of wire can be returned for refund within 30 days of purchase.

Any cut wire, including all wire ordered by the foot, cannot be returned.

Vintage wire, plugs, and cordsets must be returned in the condition in which they were received within 10 days. A 10% restocking fee will be charged.

We will, of course, replace any defective wire or plug at no charge.

Shipping

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.

Shipping Rates

Shipping rates are calculated when you place your order. You will see the shipping rates before you commit to your order. A handling charge of $3.00 is charged for international shipments.

International Orders

We ship world-wide. Internationally, we will ship via the United States Postal Service. USPS services available to your destination will be listed during checkout when your order on-line. We will also ship internationally via FedEx, but only if you have your own FedEx account. We will not ship FedEx internationally using our FedEx account because FedEx will ask us for customs and brokerage fees if the customer does not pay these fees.

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

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.