Store Policies

Ordering Online

Ordering Online with Custom Wagons is safe and secure!

We employ a method of interaction with our visitors that does not compromise credit card information. This online system is 100% secure. We have partnered with Authorize.Net, a leading payment gateway since 1996, to offer safe and secure credit card transactions for our customers.

The Authorize.Net Payment Gateway manages the complex routing of sensitive customer information through the credit card and electronic check processing networks .

A note about the Fair Credit Billing Act. Under this act, your bank limit your total loss and cannot hold you liable for than fifty dollars of reported fraudulent charges. In the event your card is used in a fraudulent manner, you must notify your bank or card issuer immediately and in accordance with its reporting rules and procedures.

We encourage you to feel comfortable using your credit card to conduct commerce on our site. If you wish, you may also send us a U.S. Postal Money Order (only) or a personal checks. Personal checks will delay your order as we must wait for your funds to clear before we ship any merchandise.

If you prefer, we can process your transaction by phone, fax or mail. Call us at 859-887-9432 during our business hours 9:00 AM - 5:00 PM Monday through Friday, fax us at 859-885-1377 or mail your order to Custom Wagons, P.O. Box 808, Nicholasville, KY 40356.

To order by check, just print the order form with your shopping cart contents from the order confirmation page and complete the necessary fields, then mail the form to Custom Wagons, PO Box 808, Nicholasville, KY 40356. Please allow an additional 7-10 business days for shipping of your merchandise if paid by personal check.

Wagon Wheels, Wagon Wheel Chandeliers

Our wagon wheels and the wagon wheels that are used on our chandeliers are real wagon wheels. All of our wheels are made from USA hardwoods, all wood has natural flaws, these flaws can be seen in all wood products and adds to the natural beauty of the wood. No two wagon wheels are identical due to the grain of the wood and the natural flaws. Our wagon wheel chandeliers are made from UL approved material and tested before shipment. All of our wagon wheels and wagon wheel chandeliers are custom made for each customer, therefore, there are no refunds on wagon wheel chandeliers, or any custom order on wagon wheels.

Return / Refund Policy

Customer satisfaction is very important to us and has been for over forty years. That is why we are the only wagon maker and wagon wheel shop on the Internet that is a member of the Better Business Bureau.

Every item we sell is carefully inspected before it is shipped. If your order is damaged during shipping, please notify the shipper immediately and file a claim with the shipper. Please notify Custom Wagons immediately of the shipping damage so that we can be of assistance to you in working with the shipper. Because most of our items are large, custom made, and the shipping somewhat costly, do not return the product to us unless you a obtained a Return Order Number (RON) from us.

If merchandise is defective or damaged upon receipt YOU MUST NOTIFY US WITHIN THREE (3) DAYS via e-mail on our Contact Page, by phone (859-887-9432), or by U.S. Mail at Custom Wagons, P.O. Box 808, Nicholasville, KY 40356 and advise us of any damaged.

We will then provide you with instructions on how to, and where to return the damaged item if it is to be returned and give you a Return Order Number (RON). All packing material must be saved and the item must be packed in the original packing material for return and it is the customers responsibility to insure the item is packed correctly to prevent any further damage.

We do not refund on custom built orders.

Shipping Information

Shipping charges are calculated on a per-product basis. Please make note of the shipping charges associated with each item. All wagon wheels and wagon wheel chandeliers 42" or larger must be shipped by freight. Please contact us for any item that is shipped by freight for the most up to date shipping charges.

Prices

Goods are charged at price shown on the product pages on the date the customer places the order and are exclusive of VAT. Prices are correct at time of publication. Errors and omissions are excepted. Orders will be processed at our published prices, otherwise, in the case of any unexpected change in price, you will be informed and asked if you wish to reconsider your order before proceeding.

Complaints

If we should receive a complaint about any part of our service, or the goods that we offer for sale, by phone, fax, e-mail or letter, then it will be dealt with promptly (we will reply within 3 business days). It will then be dealt with confidentially, and effectively.