Holiday hours:  Closed 12/25 & 12/26. We will not be shipping orders during this time. We will resume shipping on 12/27.

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SHOP WALE

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Frequently Asked Questions

Q.
1. What is your back order policy?
A.

Most back orders will ship with no additional shipping charges. If there are additional shipping charges required, the customer will be notified.

*Excluding Glass tubing and Rod, Machinery, Kilns, items that would ship via freight, and items that would require a seperate box to be shipped.

Q.
2. How long does UPS ground take to get to me?
Q.
3. What if I want to return a package?
A.

Returns:

  1. First and foremost. Our goal is to make sure you are satisfied with our products and service.
  2. To set up a return, please contact us within 5 days of receiving the product. A sales person will help you to make it an easy experience.
  3. Store credit will be issued for returned goods which is valid for 180 days from issue date, or we can issue the credit back to your credit card or Paypal account.

* Returns may be subject to a re-stocking charge.

* If product is defective or incorrect merchandise is received, replacement product will be shipped and invoiced. Upon receipt of defective merchandise, credit will be issued against the original purchase, including freight.

Q.
4. How long has Wale Apparatus been in business?
A.

Wale Apparatus was established in 1970.

Q.
5. Where is Wale Apparatus located?
A.

Wale Apparatus is located approximately 1 hour north of Philadelphia, via PA Turnpike – 15 minutes west of the New Jersey border, via I-78 @ the Hellertown exit. Our showroom and offices are 5 minutes from the exit. – Please call if you need directions!

Q.
6. Do you allow walk-in customers at your office and store?
A.

Yes, we welcome walk-in customers! Our store hours are 9:00 am – 4:00 pm, Monday – Friday. Please come and visit us!

Q.
7. When I place my order online, when will it be received, and when will it be shipped?
A.

We check for online orders throughout our business day, 8:30 am – 5:00 pm, Monday – Friday. If placed after business hours, we will process your order the following business day.

Generally, we will ship your order within 24 hours if the items are in stock.

Q.
8. Can I change or add to my order once it is placed?
A.

Yes, as long as the order hasn’t shipped. Please call (1-800-334-9253) and one of our sales representatives will help you to make that change.

Q.
9. What if an item or items are not in stock when I placed my order?
A.

We will contact you by phone or email to advise of any out of stock or back order items.

Q.
10. How are my shipping costs calculated?
A.

Shipping cost is based on: weight and/or size of box, shipping method, and zip code being shipped to. Our standard carrier is UPS and USPS unless otherwise requested.

Q.
11. What if my package is damaged when I receive it?
A.

Contact us immediately. We are here to help you. Please see our terms and conditions policy.

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