Problem with my Order ?

We do our absolute best to ship you what you have ordered, with the best quality and in a timely manner. If an error has been made we will work with you to resolve the problem. If you suspect you did not receive what you ordered, or if the parcel arrived damaged, please read the information below and proceed as indicated. If you email without going through the process below you will be asked to go through it via email. This will take longer than sending the appropriate information up front. We understand that any error, yours or ours, can be frustrating and can cause more problems for both of us. We will do our best to resolve the situation quickly.

If you need to email use this link only (It will speed things up) ! Make sure to include your order number, we will need it.

If you need to email us, please be brief. Do not send an essay. We just need to know what you see as being wrong with what order. We do not need to know the rings were for such and such a project, and will not work, and your project will be late and your Mom is mad and your customer needs it now etc. In fact you are welcome to make a return without talking to us at all. See below.

Please note: We operate in an abuse free environment. We are more than willing to help you with your order or problem, but please do not send abusive emails. There are people at the other end of your emails. You don't get bonus points for making us cry. Make our day by allowing us to help you in a constructive and mutually beneficial environment.

You are always welcome to use our return policy for any reason. If you are not satisfied with what you have received you do not need to email us the specifics. Just enter the information in our return instructions page. Please make sure you understand the problem before re-ordering. This ensures the error is not made twice.

My rings are the wrong size? - How are you measuring them?

• If you do not have a caliper then close 10 rings and line them up on a ruler. You will need to email us the total length to help us determine if these rings are the correct rings.
• Did you account for springback? The size of a mandrel is not the size of the inner diameter of the rings. The wire is made on a mandrel and depending on the hardness of the material the wire will spring back a small amount. The inner diameter listed for every ring is a nominal inner diameter. This means the 1/4" rings are close to 1/4" but are not exactly 1/4". The rings will always be larger than the ID listed, but will not be significantly larger. Machine cut rings can have a different ID than handcut rings or coils. Stainless rings are larger than aluminum rings in the same size.
• Did you accidentally use the AWG wire system? Please refer to the wire gauge chart to confirm. Our smaller gauges are listed slightly different and may cause confusion if this chart was not read.
• Please make sure you know what rings you have before ordering replacements. This will ensure the same mistake is not made twice.

I got the wrong material? - How are you determining this?

• Some stainless steel may appear duller than you expected. It is not mirror shiny.
• Galvanized steel, mild steel and blackened mild steel are the only materials that are magnetic.
• Some material may arrive with oil on it. This is from the manufacturing process and does not indicate the wrong material. You may wish to ask on The Forum for cleaning instructions.
• Bright aluminum looks dull through the bag. Open the bag. Regular aluminum is very dark gray. Bright is silver colored.
• All saw cut rings have a small amount of lubricant put on the coil while they are being cut. This lube may make the rings look a little dull. The rings shine up with use and can be cleaned quite nicely by putting the finished piece in your pocket and walking around with it for a while.

I received the wrong amount?

• How are you measuring this? If you do not have a calibrated scale accurate to 0.1 lbs chances are the weight you measured is wrong. We use calibrated scales. Our least accurate scale is accurate to 0.02 lbs. We would NEVER intentionally short you on your order. Please keep this in mind if you need to email.
  • Wire and coils cannot be measured as accurately as rings. If you bought by the ounce it will have been measured using an appropriate accuracy. Please note we sell using ounces that are 1/16th of a lb = 0.0625 lbs = 0.91 troy ounces = 28.35 grams
  • If you weighed the order on a bathroom or kitchen scale your number will not be as accurate as you think.
  • If you are looking at the Postal service shipping documentation, it is in kilograms (1 kg = 2.2 lbs)
  • We have a shipping system in place that provides us with a double check on the wieght of your order as well as a record of the weight that left here. This allows us to confirm that your entire shipment left here.
  • All shipping damage claims must be made within 2 business days of receipt of the parcel. UPS or the postal service will require seeing your package and its condition before issuing a claim. All claims are subject to the decision of the shipping company if we have determined that the entire contents left here based on our weight record.
  • Was the package damaged upon receipt? Were any of the bags broken or the box opened? This may account for lost items and we need to know.

The quality is not what I need? We work very hard to achieve the highest quality products possible. Some quality issues are inherent in the specific product. We reserve the right to state when a certain ring is within our quality tolerance limits.

• Look at the detailed notes in the catalog to determine if there is a note about your issue. If there is a note for the product it is your decision alone as to how to proceed.
• Some machine cut rings will at some point show burrs, grooves or a bit of overlap and underlap. Most batches have none of this. Some batches have small amounts. These are things we strive to minimize and unless there are extenuating circumstances with your batch from the manufacturing point of view, you will be asked to make the return decision based on paying for the shipping yourself.
• You are always welcome to use our return policy for any reason. If you are not satisfied with what you have received, you do not need to email us the specifics. Just enter the information in our return instructions page.

 

I received a substitute item or an item was missing. Check the packing slip that was included with your shipment. In order to fill your order quickly and efficiently with items already in stock, we may have removed an item from your order that was not available. We would indicate this on the packing slip. We will always ask you for your input into any changes that need to be made to your order. We will email a minimum of twice and phone a minimum of once. If we do not receive timely communication from you we will send your order with the problem item removed. Under some circumstances we will change the item to an equal substitute. If the order is rush and you cannot be contacted within a couple of days we will make the change. If you have paid via credit card the payment amount will be adjusted and the correct amount charged. If you have paid using any other method you will be sent a gift certificate for in store credit.

It is very important for these reasons that your email address is correct, you can be reached at the phone number given and that you read your email.

My Order Was Late - How are you determining this?

• The amount of time listed for the services can vary by a few days and the times listed are business days. UPS expedited should take a maximum of 3 days, but this is adjusted if there is a holiday or a weekend in the period.
• Did you receive any emails or phone calls regarding a problem with the order? If there was a problem we would have contacted you. Any delay in replying to this correspondence will make your order take longer to process.
• Did you misunderstand rush? Rush is priority handling of your order in the factory and does not imply faster shipping once it has left the factory. Please read the full description of rush for further info.
• Were there any items in your order that take a bit of time to prepare? For example etched aluminum, if not stocked must be etched from our regular aluminum. The etching process takes a couple of days as the rings need to dry.

 

What to do if you determine you made the error?

If you accidentally ordered the wrong product please refer to our return policy for more information. You may wish to consider placing the order for the items you want independent of a return. This will speed the process up significantly.

What to do if we determine we made the error?

We will offer a few things depending on the exact situation. Typical response if the error is ours is to offer store credit for returned items (please refer to our return policy for more information) or we will ship a replacement to you using the service we choose. Typically we will select surface post, air post or UPS ground. We will not upgrade the shipping to a faster service for this type of problem. You are welcome to upgrade the shipping at your expense.

Again please note: We operate in an abuse free environment. We are more than willing to help you with your order or problem, but please do not send abusive emails. There are people at the other end of your emails. You don't get bonus points for making us cry. Make our day by allowing us to help you in a constructive and mutually beneficial environment.