TurnTex, LLC is a full time small American business that provides the primary source of income for a family of 3 and two full time employee. As such, your complete satisfaction with my products and service is very important to me. I believe in treating my customers with respect as I would want to be treated and fully believe in the honor system. You are my most important asset and I hope you always feel that I have treated you that way!
Payments, Returns, Order Confirmation
I accept credit card, Paypal, and checks or money orders. All financial transactions are handled through a 256bit encrypted connection and your credit card information is never sent to or stored on my server in any way. As a matter of fact, I do not even have access to your credit card information at any time.
Returns for Unused Items
Simply put, I will accept returns for a full refund (less shipping) on any unused, undamaged, resellable item you purchase from my normal inventory as long as I am in business, even if you just no longer want or need it! Special orders will be dealt with on a case by case basis. Please contact me for a return authorization and instructions.
You will receive an email confirmation from my system when you place your order and another once your order has been shipped. If your order includes any pre-order items, I do not send out updates so please e-mail or call if you need an update on your order status. Be sure to add info (at) Turntex.com to your contacts or safe senders list so your spam filter will not block these e-mails.
I strive really hard to pack and ship all orders for in stock items within 24 hours or less. In most cases, your order will ship within 1 hour of placing the order during normal business hours. I have daily pickup from both US Postal Service and UPS. The pickup time for USPS is 11:15 am and UPS is 5:00 pm. An order placed before those times will likely get on the truck that same day. Any orders place Saturday or Sunday will ship the following US Business day. As soon as the shipping label is printed for your order, you will be sent an e-mail that will contain the tracking number for your package(s). Please be sure to add info (at) turntex.com to your contact or safe senders list so these e-mails will not be be blocked by your spam filter! This e-mail is completely automated so if you do not get an e-mail from me, you will certainly find it in your spam folder!
Domestic Shipping Methods
Domestic orders are shipped via USPS Priority Mail or UPS per your choice. I do not believe in profiting from shipping so I only charge my actual discounted shipping cost plus the related Paypal costs and do not charge any handling or packaging fees.
I welcome orders from all over the World. All international orders will be shipped via UPS Worldwide Expedited or USPS Priority Mail. Orders that are shipped to countries outside the United States may be subject to import taxes, customs tariffs, and fees levied by the destination country. These charges are the customer's sole responsibility. I have no control over these charges and am unable to estimate them. Tariffs and taxes are neither collected nor included in your price calculation at the time of your order; for an estimate of these fees, which vary by region, contact the customs office in your area.
You are responsible for ensuring that the product can be lawfully imported to the destination country. When ordering from TurnTex, LLC the recipient is the importer of record and must comply with all laws and regulations of the destination country. All international orders will be shipped with the required paperwork including the completed customs documentation, commercial invoice, and a copy of the MSDS.
Freight Collect Orders
When you check out, if your order is large enough, you will be given the option to have me ship in your UPS account. Please provide your UPS account number in the comments section of the cart. If you prefer to use your Fedex or other carrier account, you will need to create the label and e-mail it to me since I only have accounts with USPS and UPS. You will also need to make arrangements for the carrier of your choice to pick up the package from my shop. My shop is out of town and simply can not take the time running all over town trying to find the package drop off location for different carriers! I can contact the carrier on your behalf to arrange pickup but will need your account number since there will probably be a pickup fee. Any pickup fees or additional fees from the carrier are your responsibility. If you choose Freight Collect and do not provide a UPS account number or send a label, your order will be held until I get this information.
Charges for Incorrect Addresses/Undeliverable Orders
All orders that cannot be delivered and are returned to TurnTex, LLC for any reason will be charged any shipping costs incurred as well as the cost to re-ship the order to a corrected address provided by you. If a refund is requested instead of re-shipping, the original cost of shipping will be deducted from the refund. If the item is returned and I am unable to reach you for a corrected address, after 30 days, your order will be cancelled and your money, less the shipping cost and a 5% restocking fee will be refunded. If an international order is returned due to any issues with customs in your country, I will refund the cost of the returned items to you less the cost of shipping. You are responsible for checking the address provided at checkout to assure it is error free. If paying with Paypal, my system does NOT check the address entered on my site against any Paypal address. We ship to the address provided during checkout only.
Occasionally, even with the best of efforts, my stock level can be off a little and some items may not be in stock even though the website shows they are. All items will be held and shipped at one time. I will let you know by e-mail if the back order delay is going to be more than 2 or 3 days.
Damaged or Lost Items
If your order has not been received within a reasonable amount of time after receiving the shipping confirmation e-mail or if it arrives damaged, please contact me. Upon tracking the order, if I find that it is permanently lost or if it experienced damage, I will initiate any insurance claims available for you. If a reasonable settlement is not able to be obtained from the delivery service in a reasonable amount of time, I will issue you a Credit Certificate for use on my site for the amount of the lost items plus shipping.
Pre-Orders, Estimated Lead Times, Notify Me
If you order includes "pre-order" items (items that have to be made such as chambers) or items with an estimated lead time, your entire order will be shipped together once complete. If you need to split orders and want me to ship the portion that is in stock right away, please place two separate orders, paying in full for the in stock items, Additional shipping costs will apply.
Estimated Lead Times
Any item that has a stated Estimated Lead Time is an item that I actually manufacture myself. Quality and attention to detail is the most important thing to me and I refuse to cut corners to get stuff out the door quickly. As a result, I frequently have a waiting list for some items.
This estimated lead time is an estimate only and in no way a guarantee of delivery time. It is nearly impossible for me to predict how production will go from day to day so it could be longer or shorter. I am the only one who makes these items and all it takes is one day out of the shop due to illness or taking a day off to spend with my family to completely mess up my schedule. If you are in a bind and need the item quickly, I may be able to accommodate your needs on a case by case basis. I DO NOT send updates on the status of your order as that would be counter productive! Please don't e-mail before the estimated lead time is past to ask where your order is. I don't mean to be rude but I will not reply to such e-mails due to time demands!
If, at any time, you get tired of waiting on your order and want to cancel, just let me know and I will issue a refund of any money paid right away. I very much appreciate your business and value you as a customer. Rest assured, I will diligently be working to complete your order in the shortest amount of time I can without compromising my high quality standards.
If you see the Notify Me button in place of the Add to Cart button on any item, that means I am temporarily out of stock on that item. If you click the Notify Me button, you will be prompted to enter your e-mail address. As soon as the item is back in stock and we update inventory, you will automatically be sent an e-mail letting you know. Please be aware that this is just a notification list, not a waiting list. In other words, availability of that item is not guaranteed when you actually go to the site to purchase. If there is limited inventory, other customers may buy all items in stock before you get there!
Site Specific Policies
I take internet security very seriously. My entire site is running under an SSL certificate using the HTTPS protocol. All information you enter on my site is transmitted between your computer and my server through a 256 bit encrypted connection to prevent data interception and misuse. I spend a lot of money every year on a powerful dedicated server to make sure my site has adequate bandwidth and resources so the use of the SSL certificate does not slow down your shopping experience.
I also take issues of privacy very seriously. I only ask for such information as is necessary to complete your order. I will not sell or share your information with anyone at any time for any reason without your permission unless required by legal subpoenas. When you create an account with me, your personal data is stored in an encrypted database to prevent access to anyone but me. I will not discuss who my customers are with other potential customers without your permission. I also do not use any tracking software that tracks you movement once you leave my site like some of the larger sites do.
Copyright and Use of Content
All content on this website including images, text, concepts, description, instructions, and ideas are copyrighted with all rights reserved. Unauthorized use or duplication is strictly forbidden.