Frequently Asked Questions

 


 

What are your terms and conditions for billing?

Order Information

  • Minimum order is $20.00 excluding freight. This does not apply to samples. For orders less than $20.00, an additional fee of $10.00 will be applied.
  • Catalog prices (USD) and product specifications are subject to change without notice. For current pricing, go to our website www.RowleyCompany.com.
  • Terms are net 30 days from date of shipment for approved accounts. A 1.5% per month service charge will be applied to past due balances.
  • There is a $40.00 charge for returned checks.
  • American Express, MasterCard, Visa and Discover are accepted.
  • All orders are F.O.B. from any Rowley Company shipping point.
  • For any product that Rowley Company performs warranty service on, transportation charges are not included in warranty.
  • Rowley Company is not responsible for printing or typographical errors within the catalog, website or other published information.
  • A fee may apply on wire transfers.
  • Any COD orders will be charged a minimum $11.00 fee in addition to freight charges. To avoid the COD fee, faxed checks are accepted. Additional charge for delivery to residential addresses also applies.
  • Customer is responsible for freight charges on refused and undeliverable orders.
  • Orders placed UPS Ground before 3:00 PM ET on in-stock items are shipped same day. Verify delivery time on truck shipments.
  • State Tax Exemption Certifications must be provided and on file for tax exempt states.

Merchandise Returns & Exchange

  • Returns must reference a Return Merchandise Authorization number (RMA#), be returned in original package, and be resalable as new.
  • All returns made after 30 days from date of purchase, except for defective products, will be charged a minimum 20% restocking fee.
  • No returns will be accepted after 60 days from date of purchase.
  • Any product returned without a RMA# will not be issued a credit.
  • Credit will be issued on merchandise only, not freight.
  • Return shipping is customer’s responsibility and should be sent prepaid. Rowley Company does not accept COD's.
  • No returns on clearance, discontinued or cut yardage items.

Claims

  • Claims for merchandise returns and exchanges, shortages, damages, and discrepancies must be made within 10 days of receipt of goods and must have original shipping carton.

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What are your hours?

Rowley Company's customer service representatives are here from 8am until 6pm ET, Monday through Friday.

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Do you offer same day shipping?

Yes, all orders placed before 3pm ET using UPS will ship out the same day. The only exception may be batting, which requires compression to meet shipping guidelines. For same day shipping on batting, please place orders before 2pm.

All orders placed after 3pm will ship the following business day.

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I am having trouble with the website. Can you help?

Please email Help@RowleyCompany.com or call 1-800-343-4542 or 704-866-0650 for assistance. Someone will be here to help you Monday through Friday from 8:30am - 4:30pm ET.

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Why isn't my old password working?

This new website only allows for a 10 character password. If you old password was longer, enter only the first 10 characters.

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I don't know my User Name.

Your user name is the email address we have on file for you.

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I have an approved open account, but I am not getting that option at checkout. Can you fix this?

Yes, please email Help@RowleyCompany.com or call 1-800-343-4542 or 704-866-0650 for assistance. Someone will be here to help you Monday through Friday from 8:30am - 4:30pm.

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I need an item in a color that I don't see in the catalog. Are other options available?

Yes, often we have or can make other colors or sizes of items. Please, email Sales@RowleyCompany.com with your special order request.

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Do you offer any discounts or large quantity breaks for buying in bulk?

Yes, we have price breaks which save you money, the more you buy. They may not all be listed online or in the catalog. If your project calls for significantly larger quantities than you see listed, please send an email to Sales@RowleyCompany.com with the details.

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How does the shopping cart work?

Just as in a physical store, your shopping cart holds items until you are ready to check out. From the shopping cart you can:

  • Proceed to check out
  • Continue shopping
  • Remove items

You can always get back to your cart by clicking the "Shopping Cart" button found at the top of the page.

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I registered but forgot my password, what do I do?

If you have forgotten your password, click on Sign In and then click Forgot My Password. If you have not established a secret question, click no and then fill out the form with the email address that you registered with and you will be sent an email with instructions on how to reset your password. At that time you can establish your secret question. If you have established a secret question, click yes and you will be prompted for your question and your answer. Once you answer those correctly, you can then reset your password.

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After placing an order, may I change or cancel it?

Once an order has been submitted, you will not be able to edit or cancel it.

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Are all my transactions secure and safe?

We appreciate your concern about putting your credit card over the Internet. We are committed to making the Internet a safe and fun place to shop. Given the SSL (Secure Socket Layer) technology employed by our site, doing business online with us is very safe. Every transaction conducted is encrypted for privacy, and we do not store any credit card numbers.

It is also important to note that credit card companies are very supportive of business on the Internet. Should your card be used fraudulently, credit card companies will investigate, and most likely the internet company will be charged, not the customer. Furthermore, we are committed to fighting credit card fraud, as our future depends on it.

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Where is my merchandise shipped from?

All orders placed on the online store are fulfilled and shipped from one of Rowley Company's shipping points, either in Gastonia, NC or Las Vegas, Nevada.

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How are shipping charges calculated?

We have discounted UPS rates, which are based on dimensions and weight.  Oversized and heavy items have additional surcharges, as well as residential addresses.

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Can I ship via a carrier other than UPS?

Yes, we will ship via other carriers, but due to pick up schedules, these orders may ship on the next business day. Please, call 800.343.4542 to request alternative shipping methods.

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Can I use my UPS account number?

Unfortunately, we can't ship your package using your UPS account number when purchasing online. However, our Customer Experience Center can arrange to use your account number when ordering by phone.

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How much is shipping/handling for international (shipped outside US) orders?

You may be subject to import duties and taxes, which are levied once the package reaches your country. Additional charges for customs clearance must be paid by you; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information. Additionally, when ordering merchandise, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods.

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Do you ship to P.O. Boxes?

No, our freight carriers are unable to deliver packages to a P.O. Box.

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Do you offer customer pick-up of items?

Yes, if you are from this area or just passing through, we invite you to drop in and pick up your items. We like being able to put a face with a name.

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Can I print off an Order Form online and fax in my order?

Yes, please click on the link below for an Order Form you can fax to us with your order.
  Printable Order Form

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