Policies
We Believe
- That our customers must be given the best possible service.
- That we must keep our operating costs as low as possible--to keep your savings as high as possible.
- That our business ethics must be consistent with the faith of the owners in Jesus Christ and His Word, the Bible.
We invite you to write or call our president, Mike Allen. If what we do does not match what we believe, WE WILL MAKE IT RIGHT.
Order Information
Call and talk with a member of our friendly, trained staff, and they will assist you in placing your order. Please use part numbers. Use our 24-hour FAX line to send your purchase order, (262) 375-7970. This will minimize your phone time and reduce communication errors or e-mail your order to: service@cshardware.com
Will call orders should be called in one hour before pickup to allow adequate time to process orders.
Availability, Errors, and Inaccuracies
We are constantly updating our offerings of products on our websites including but not limited to putnamrollingladder.com, cshardware.com, and our printed/digital catalogs. The products available on putnamrollingladder.com, cshardware.com and printed/digital catalogs may be mispriced, described inaccurately, or unavailable, and we may experience delays in updating information regarding our products on putnamrollingladder.com, cshardware.com and printed/digital catalogs and in our advertising. We cannot and do not guarantee the accuracy or completeness of any information, including prices, product images, specifications, availability, and services. We reserve the right to change or update information and to correct errors, inaccuracies, or omissions at any time without prior notice.
Pictures and Marketing
Customers are welcome and encouraged to send in photos of their product or job site. We love to see what you've done with our product! Please send your photos to marketingadmin@cshardware.com or mail to N169W21008 Meadow Ln, Jackson, WI 53037. Custom Service Hardware LLC reserves the right to use any and all photos/pictures sent in to be used for marketing, social posts, distribution purposes, or other. This includes but is not limited to: Photos/Pictures received through Email, US Direct Mail, etc. This applies to all individuals and commercial entities.
Pricing
We are happy to offer the wholesale pricing on our website & catalog to any and all businesses. Pricing is subject to change and may differ from published catalog pricing.
Payment Terms and Fees
Cash On Delivery - We do not accept C.O.D. orders. Credit cards are accepted (Discover, Mastercard, Visa, or American Express). We also accept Paypal.
Credit terms - To apply, email accounting@cshardware.com for credit application (minimum $500 in purchases per month required). Please allow 2-4 weeks for processing of application for approval.
Additional Charges
- Returned checks are subject to a $10.00 charge.
- Sales tax will be charged where applicable.
- Hazardous material charges will be added to invoice when applicable.
Shipping
Custom Service Hardware uses a variety of shipping methods and carriers range from ground to less than truckload freight, to provide you with the fastest, most cost-effective shipping option.
Ground
Ground deliveries are made with UPS, FedEx, USPS, and Spee-Dee delivery, based on size and location. Tracking information is given with each invoice and can be tracked on the carrier’s website. We advise that you track your package along its journey and stay up to date with its ETA. If you have any questions or concerns about your ground shipment, you may contact us at service@cshardware.com
Less than Truck Load Shipments
Large orders of hardware are scheduled as a less than truck load (LTL) freight shipment. Deliveries will be scheduled as a “curb side delivery” with no liftgate as the default delivery service. Delivery drivers will only be responsible for bringing the product to the end of the truck. It is the receiver’s responsibility to remove and bring products inside. We try to schedule each delivery with a delivery call and signature required, but we advise that you contact the delivery company directly to set up specific delivery appointments. Any additional services requested at the time of delivery, including but not limited to, liftgate request, white glove treatment, in home delivery, asking the driver to help unload the product, changes in delivery location, extended delivery window, or holding shipments for an extended period, without CSH’s written approval will result in additional charges or the service being denied.
Additional or special delivery requests will need to be scheduled and disclosed ahead of finalizing your order so that they can be added to your shipment schedule.
International
International shipments are available upon request. All international shipments must be quoted for shipping. Duties and taxes are not included in the shipping quote, and it is the receiver’s responsibility to cover those costs. Some items may not be available for international shipments. For some LTL shipments, you may need to connect directly to a broker. If you do not have a broker, we can recommend one for you.
Expedited/Rush Orders
Expedited next day and 2-day shipping options are available upon request over the phone for in stock items at an additional cost which will be quoted at the time of request. Rush orders must be paid and submitted before 11:30 AM to make the cut off for our express pickups. Expedited orders only refer to transit times, standard product lead times may still apply.
Shipping Rates (The rates below are for web orders only. Phone-in order shipping rates may be different)
Most items, in stock, are shipped within 48 business hours (Mon - Fri: 8am-4:30pm) with one of our ground shipping partners. If not in stock, our staff will notify you of the expected delivery time. Out of stock items are placed on backorder or alternate items will be suggested.
Shipping rates are calculated based on a variety of factors, included but not limited to size, weight, delivery location, product type, etc. Minimum shipping will always be $13.99. If you believe there is an error in shipping please Contact Us
* These rates are for standard ground orders inside the contiguous 48 states. Additional charges will be applied for orders outside of the 48 contiguous states.
* Some items will have item specific shipping costs associated. CSH reserves the right to charge additional costs for larger and bulky size orders. All customers will be notified first before shipment is sent.
* Cabinet and truckline order shipping rates vary based on order size. Shipping value presented during the order process is the correct figure.
Backorders
We do our best to keep an adequate supply of merchandise on hand, but we sometimes temporarily run short of an item. Backorders will be handled as a new order and will not incur additional freight charges.
Delivery changes
Any changes to the delivery address will need to be submitted in writing and approved by Custom Service Hardware before changes are made with the delivery company. Additional charges may apply. Change requests may be submitted before the package is out for delivery and can be submitted to service@cshardware.com.
Damage/Missing Product
We understand that shipping-related damage may occur despite our best efforts. If a product arrives damaged or there are missing parts from your order, we are committed to replacing it promptly or granting full credit for that item based on the following conditions.
Ground Shipments
For ground shipments, please provide pictures of the box, product label (if applicable), and the damage to the product within 24 hours of receiving the shipment. Missing items should also be reported within the same 24-hour period. We recommend fully opening and cataloging all items before filing a missing product claim. Unfortunately, theft exists. CSH is not responsible for any loss due to theft, which is why it is important to stay up to date with your package’s tracking information. Pictures of damaged product must be submitted to service@cshardware.com
LTL Shipments
For LTL freight shipments, damages or missing items must be noted upon delivery on the delivery receipt with the words “Damaged, missing” and checking any related damaged missing boxes when applicable. It is the receiver’s responsibility to count any packages and ensure that all items from the BOL/delivery receipt have been received before signing. You do have the option to inspect all shipments for accuracy upon delivery, before signing. Failure to sign “damaged, /missing,” or provide the required information limits CSH’s ability to file a claim and will be unable to offer a $0 replacement Please notify CSH of any delivery issues within 24 hrs. of receiving product. Pictures of the specific damage, as well as of the outside of the box must be submitted to service@cshardware.com
Returns
Returns Policy
Returns are accepted within 30 days of order placement. A 15% restock fee to all returns. We will return items due to CSH error (you received an incorrect or defective item, etc.). at no cost and no restock fee.
All returned shipments must have a Return Merchandise Authorization (RMA) from Custom Service Hardware before they are returned. A Prepaid Return label will be provided with each RMA. Unauthorized returns will result in a delay in processing and may be refused. Returns must be clean, in original boxes, unassembled and in like new, sellable condition. Obsolete, discontinued, special order, custom, or clearance items cannot be returned. Original shipping is not refunded.
Special Orders/Custom
Special order products and tools are non-returnable unless goods are determined to be defective under the manufacturer’s warranty. Cancellation of special-order products will result in a fee of no less than 50% of the price of that item.
Dropship Returns
Dropship returns are subject to Manufacture specific restock fees.
Credit
Allow up to 3 weeks to process and issue any credit once return is received and approved.
If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.
Warranty
Custom Service Hardware Warranty Policy -
All Products are Produced to Standard and Commercial Tolerances. We Warranty products to be free from defects in materials and manufacturing. When we have determined that a product is defective, it will be replaced. At our discretion, credit may be issued instead of a replacement. No other Warranty is implied, and we will disclaim any implied warranty, including merchantability or fitness for a particular purpose. Proof of purchase is required.
Specific Custom Service Hardware (CSH) products are covered by a limited warranty for the original homeowner against defects in material and manufacturing intended use, wear, and tear as follows for the below listed products.
This warranty is a warranty of replacement only. CSH does not guarantee the removal or installation of new hardware or cover any costs associated either. This Warranty does not cover hardware which has been incorrectly installed, modified, tampered with, or used in any manner contrary to its intended Purpose. CSH reserves the right to offer credit instead of a replacement or replace a singular defective part of an overall unit at any time. If a product is discontinued, CSH may substitute the replacement with a current offering. No Guarantee of interchangeability is offered.
In order to receive replacements or credit for damaged or defective products under our warranty replacement process, pictures of the product will need to be sent to service@cshardware.com at the time of delivery and or discovery, before installation or any modifications are made to the product. (i.e., trimming, staining, assembling.) Failure to properly report damage, or damage reported after modifications are made, may result in zero or partial credit being offered. Damaged/defective items discovered during the installation process are subject to review, and will be covered, provided that all instructions for installation were properly followed.
Cabinets
Order Changes
Once an order for cabinets has been placed, no changes can be made with very few rare exceptions. Please contact your salesperson immediately if you need to make any changes after ordering and she/he will give you the options we have available. Restocking fees may apply to order cancellations or when removing items from an order depending on where your order is in the fulfillment process.
Returns
Cabinets may only be returned with an authorized RMA from our Customer Service Department. Return freight is the responsibility of the purchaser. Returns must be received at the originating warehouse in sellable, new in the original box, and unassembled condition, and will incur a 20% restocking fee. No returns can be authorized after 30 days. No returns can be made on items noted as Special Order, Made-to-Order, Semi-Custom, or fully assembled cabinets.
Damage
Freight Shipments must have a notation of “damage” for any damage claim to be considered. Any other comments like “subject to inspection” are not acceptable. It is the purchaser’s responsibility to sign the delivery receipt appropriately – not the delivery driver’s. Do not install damaged or defective products. Assembly or modification of the products may void damage claims. CSH is not responsible for reimbursement of labor. To file a claim, please send an email to service@cshardware.com
How to Contact Us
Should you have other questions or concerns about these policies, please call Custom Service Hardware at 800-882-0009 or send us an email at service@cshardware.com.