Customer Service

Contact Us

For all of your customer service and technical support needs, please contact our Customer Service Center by e-mail at woodmarksupport@robertsonmarketing.com or by phone at 800-678-0014 x 206 between the hours of 8:00 AM and 7:00 PM Eastern Time.

Purchasing

The Woodmark Store accepts the following methods of payment:

Credit Cards accepted -

  1. Visa
  2. Master Card
  3. American Express
  4. Discover

We are unable to accept checks or cash.

If we are unable to process your credit card, please check to ensure you entered the correct card number and expiration date, and that the billing name and address match exactly what is on your credit card statement. Please contact your credit card company with any further questions.

Custom Orders/Special Events

This site provides in stock, ready to ship, American Woodmark Corporate branded merchandise. In addition we offer various custom order options for special needs or events. See an item on this site that you like, but need a larger quantity than the amount currently in stock? We can help with that. Just use the Large Quantity Request form to let us know what you need. Don’t see what you need on this site? Check out our catalog of additional pre-approved items with additional pre-approved branding options. See link on our Home page. Complete and submit the form and we will contact you. Need some creative ideas for a special event? Just reach out to our Merchandise Specialists via the link on the Home page or contact jmahanes@robertsonmarketing.com.

Inventory Availability

Although we make every effort to have items available in stock, occasionally we may list inventory as backordered, indicating that the item is temporarily out of stock. Inventory levels are displayed on the product page where an item is selected to be added to your cart. A backorder message will appear in your shopping cart as confirmation of out of stock items. You may continue to order this item but understand that it will be backordered. In an effort to keep shipping costs down we will consolidate your items into one shipment and ship your order when all items are available. If any of the items you are purchasing are not in stock, you might have to wait a bit longer for your order to ship but you save on shipping charges. If you need us to split up the order and ship available items now, backordered items later – just contact customer service by e-mail at woodmarksupport@robertsonmarketing.com or by phone at 800-678-0014 x 206 between the hours of 8:00 AM and 7:00 PM Eastern Time.

Shipping

Standard Shipping

Please allow 48 hours for processing of your order of in stock merchandise by our warehouse. Orders with backordered items will ship when all items ordered are received and in stock. To ship available items right away, you can place one order for in stock items and a second order for backordered items or if placing one order please contact customer service to have available items shipped now and backordered items shipped later. Shipping charges will apply to all shipments.

Transit time, via standard UPS Ground service, is 3 to 5 business days. Express shipping services are available at an increased cost. We do not ship to Post Office (PO) boxes.

Express Shipping

Orders for in stock merchandise, placed by 3:00 PM Eastern Time, can be shipped the same day pending credit card authorization. Various express shipping options are available to choose during check out.

Packing Slip

All orders should arrive with a packing slip. Please confirm that all the information on the packing slip is consistent with the materials in the box.

Also make note of any damage to the box should you find a discrepancy.

International Shipping

International shipping is not available at this time.

Order Status/Tracking

Checking Order Status

You can check the current status of your order by selecting Order Status. You will need your e-mail address and password to login to Order Status.

Tracking Packages

We will send you a shipment confirmation email with a tracking number. We will also include this shipment tracking number on your order status page. You can track the package by clicking directly on the tracking number. Please note that it may take up to 24 hours before tracking information appears on the UPS website. If we have a question about your order, we will contact you by phone or e-mail. Likewise, if you have any questions or changes to your order, please call us at 800-678-0014 x 206 or e-mail us at woodmarksupport@robertsonmarketing.com.

Shipping Rate Table

Domestic Shipping

Merchandise Total

Ground

3 Day Select (EOB)

2nd Day (by EOB)

Next Day Saver (by 3:00pm)

Next Day  (by 10:30am)

Up to $10.00

$             8.91

$        15.27

$           16.27

$               40.20

$               45.20

$10.01 to $25.00

$           11.61

$        16.65

$           18.65

$               57.32

$               63.22

$25.01 to $50.00

$           12.76

$        20.96

$           20.78

$               73.23

$               79.32

$50.01 to $100.00

$           13.78

$        25.74

$           24.47

$               81.70

$               87.70

$100.01 to $200.00

$           18.47

$        36.78

$           35.30

$             111.07

$             117.70

$200.01 to $300.00

$           35.96

$        67.74

$           64.01

$             222.53

$             229.54

$300.01 to $400.00

$           41.30

$        80.79

$           99.55

$             254.74

$             260.82

$400.01 to $500.00

$           50.74

$      102.79

$        139.84

$             307.47

$             313.74

Each Additional $100.00

$           12.00

$        36.78

$           42.30

$             111.70

$             117.70

Returns

Unwashed, unworn or defective merchandise may be returned within 30 days from the date of purchase with an original receipt.

To return please include original packing slip and circle the item(s) that you are returning. For a return, we will credit the card used to place the order. If you do not have the original packing slip, please write this item information on a blank piece of paper and include your name and contact information and/or the name of the person who placed your order.

Pack and seal your return securely, in the original package. Packages must be returned prepaid – we do not accept COD deliveries.

Return the package to:

RETURNS DEPARTMENT/Woodmark
Robertson Marketing Group
359 Kesler Mill Road
Salem, VA 24153

We will only refund shipping charges if we've sent the wrong item, or if the item sent is damaged or defective.

Security

We have made every effort to safeguard the information transmitted to this site. Below, we have provided some technical information that will help you understand the safeguards we have instituted for your protection.

We are utilizing the industry standard SSL (Secure Sockets Layer) security protocol that our database uses to interact with secure browsers. The secure browsers we support include Microsoft Internet Explorer 9, Firefox 5, Chrome 10.5, Opera 10.5 and Safari 5. Don't worry if you are not sure if your browser supports SSL. We have designed our catalog so that it will not allow you to transmit the order without SSL functionality.

Many parts of the database are used only to view information. The view only areas contain information that is not proprietary and does not contain confidential information. In order to gain maximum speed, these areas are not designated as secure areas. This is a common practice among all internet commerce sites.

In areas such as the check-out area, vital information is exchanged. In this area we use the SSL protocol to safeguard the data. In most browsers, your URL address will change from "http" to "https". This is your cue that you have entered a secure area. Some browsers will even notify the user once they leave a secure site. A pop-up window will appear letting you know you have left a secure area. Do not be concerned if this message appears during your electronic session.

After your information has been transmitted, we process your order on a different server that is not connected to the internet. This server does not have any outside modems or links to the outside world. All information on this server is protected with multiple layers of software security. If you have any technical questions or concerns, please email us. We will be happy to respond.

Privacy

When you make a purchase from The American Woodmark Online Store, we use the information you provide to process your order. We will send you e-mails to confirm your order and may need to contact you by phone, postal mail or e-mail if we have questions about your order. We respect your privacy and will not sell or rent your information to third parties or market to you without your permission. For your convenience, we use cookies that help us recognize you for future orders. The cookie will remember your system, access level and preferences -- it is not used to record any personal information. They are encrypted and cannot be read by any other web page. The cookie itself actually contains no personal information, just a unique identifier for The American Woodmark Online Store to recognize your browser.

About Robertson Marketing Group

RMG is the promotional partner for American Woodmark. They are responsible for the management of this website and the merchandise program. The Robertson Marketing team is dedicated to providing the best promotional ideas, price and distribution services possible.

Robertson Marketing is headquartered in Salem, Virginia. The closest big city is Roanoke. They offer in-house screen printing, embroidery and fulfillment services, and some of the best technology in the promotions industry.