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Where is my order?
We get a lot of calls to the call center in regards to product orders. Unfortunately our operators do not have order details accessible to them. Below is a very thorough list of questions you are most likely asking or want to know before shipping. Please look here first before calling us. If you really would like to go straight to the shipping department, email us at email@example.com
Did you get my order? When you place an order, you will get an auto response from RTD verifying your order. This places your order in our system which is looked at by the shipping department. If you did not get the auto response, it may have gone to your spam folder. Sometimes customers put the wrong address in as well or make a spelling error. Rest assured if you received the auto response, we got the order.
Where is my order? This is the most common asked question. We go to great effort to print everything on the website, especially about items that take longer to ship. Unfortunately most people do not read the entire product description and get upset. Router tables have lots of parts and lots of vendors for all those parts. Sometimes a small hiccup in aluminum (for example) causes a delay for the whole table. We do not have a steel mill in our backyard, so it forces us to buy parts and fixtures from all over. If we are experiencing a delay with a part or order, we will do our best to notify you. Our number one goal is to have you come back and buy from us again, so it only makes sense that we work hard to attain that goal. Woodpecker router table systems (PRP) tend to take about a week to ten days to ship out, sometimes much less)
I did not get a tracking number update. There is only a couple of reasons you did not. The first is most likely because it has not been entered yet or has not shipped yet. Freight runs at night and sometimes we do not get our tracking information until later after staff is gone. Tracking numbers update after pickup. Occasionally we enter some tracking numbers incorrectly, if so please let us know and we will fix that for your right away.
Woodpecker Products Woodpecker products seem to be more vulnerable to part shortages or delays. We are a direct distributor for them and stock most of the items in our warehouses. However in some cases like the large PRP table systems; there are just too many variations of the table to ever have all items all the time. In those cases we will have Woodpeckers send it directly to you.
This allows them to assemble and make sure that the package is complete. These boxes are also heavy, so they tend to take a bit longer to get ready. If we have sold out of an item, Woodpeckers has agreed to let us send that product directly from them to you. You may notice this, and sometimes they run out as well. Be assured we have not forgotten or lost your order.
Why do some products ship fast and some slow? Some items we have large quantities in stock and are available at all of our warehouses, and some are only available in one or two spots in the country. We choose the best location and ship it from there. If you are enjoying free shipping, this helps us reduce costs.
Shipping services/vendors Certain vendors use certain shippers, for example all Woodpecker and Bench Dog products ship via UPS. This will be the case no matter what shipping service you choose in the checkout page. Keep in mind, we will never ship a router table via USPS. These are large packages and the USPS really does not handle these well.
Shipping centers Our large RTD router tables ship from Los Angeles and can take a few days to arrive on the east coast. Some items ship from our Florida warehouse and some again from Ohio and MN. Each shipping center also has a different pick up time for UPS or Fed Ex. Some are better than others, if your order was placed in the afternoon after the normal pickup, it will go out the next day.
Why do some products ship separately? If we are out of a product, we sometimes will pull it from our Amazon store or from another location to get it to you as quickly as possible.
Amazon We have a presence on Amazon and we do sell some of our products there. IF you bought on Amazon, their TOS requires that you coordinate solely with them. For example if you bought an item and paid a shipping fee on Amazon, you cannot be refunded through RTD for a part you can get for free shipping. Long story short, Amazon orders belong to Amazon and the 900lb gorilla makes the rules. If you bought something on Amazon, and its broken you are more than welcome to email us directly for replacement parts.
Something’s broken If you bought a router table or part, and it arrived broken, we will be more than happy to help you replace it. We know it’s not your fault, but please remember it’s probably not ours either. We will help you, do not worry!
Why does the site give a shipping time and the actual time is different? This is software issue and it kind of stinks. Our store is set on a yahoo store platform and you basically choose the time for shipping as an option. You cannot change the options for one product, it’s kind of all or nothing thing. So if one product ships out same day, and another one states it takes a week to ship, the automated response will say “usually ships in 1 to 3 business days”
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Where is my order?