FAQ

Is my information secure on Wallguard.com's website?

All personal and confidential information that you submit to Wallguard.com’s website is secure. Simply look for the lock icon in the website address bar of your browser. Clicking on the icon will reveal details about the validity, permissions, and type of connection you have with the server.

Our site is secured with 2048-bit SHA256 RSA Encryption.

 

What are your terms and conditions?

When placing an order online, customers are asked to acknowledge agreement with the following Terms and Conditions Return Policy:

We do not accept returns of the following material and products:

  • Drilled or taped products
  • Stainless steel corner guards other than Ready to Roll program qualifying material
  • Aluminum corner guards
  • Cut to size material less than stock 8'
  • Rub rail strips
  • Adhesive
  • Any material shipped 6 months or more prior to request date
  • Non-standard wall covering sheets and rolled wall covering
  • Wood products
  • Custom run, custom colored profiles
  • Any shortages or damages should be noted on the delivery receipt or bill of lading and reported to WGDC customer service at 877-943-6826.

Written authorization must be obtained for ALL returns.

If authorization is approved a 40% restocking fee of the original material invoice will apply and customer pays the return freight either via Call Tag issued by Wallguard.com and deducted from the credit amount or sent back using the carrier of your choice with the RMA # clearly marked on the package/s.  

 If your material qualifies and is approved for return (with an RMA number issued by one of our customer service representatives):

  • Any material received after 90 days of the Return Material Authorization date of issue will be considered invalid and the material will be refused.
  • All returned material will be inspected by Quality Assurance for damages. Credit will not be issued for damaged or missing pieces.

Wallguard.com is not responsible for return freight charges.

 

How do I change or cancel my order?

Please contact us immediately from 8am to 5pm (EST) Monday through Friday at (877) 943-6826 or via email at sales@wallguard.com.  Many products are custom made to order and before cancellation is approved, Customer Service will need to check the order progress.   If you call when we are closed please leave a detailed message including your order number and name along with what you need to change/cancel and a phone number to get back to you at.

 

How do I check the status of my order or track a shipment?

Our website is set up to take the orders and humans take over after that.  The rest of the communication regarding confirmation and expected ship date is managed via email.

If you would like to check the status of your order you can refer to the Acknowledgement document you received via email as a .pdf attachment the night that you placed the order with us.  The bottom left of this will show the expected ship date of your order from New York state.

If the ship date does not work for your schedule feel free to contact us and we can put in an expedite request with production to see if the item/s can ship sooner.  Please keep in mind that most of our products are custom made to order and have work orders associated with them that take time to complete.  We also are happy to recommend a suitable substitute product profile or color choice if we have something in stock that may meet your needs as well.  Please contact us at (877) 943-6826 or sales@wallguard.com for any information regarding your order and we will do our very best to help!

If you need to track your shipment –

The night that your order ships out our system will email you with the UPS tracking number or the PRO # for the truck that was used to send your order out.  The PRO # and carrier name for trucks is located on the Invoice document we email you near the top on the right hand side (under the ship-to address).  Click on the carrier's logo below to go to their tracking page:

 

 

Again, any questions please call or email and we will be happy to help!

 

How do we get a copy of your company's W-9 for accounting purposes?

Please email sales@wallguard.com with your request or call (877) 943-6826 and we will be happy to email or fax it to you.
 

What products can be ordered online?

Corner guards, handrails, door protectors, wallguards, wallcovering sheets, and cart guards can all be ordered through the website at your convenience.

Items that are highly specific and custom fabricated will require special measurements/information/field dimensions, shall be quoted first. Once approved, the quote is converted to an order. Payment and payment terms are determined through one of our knowledgeable sales representatives. An example of a custom fabricated product would be any of the wood Sequoia Series Handrails, or the metal crash rails.

 

How is tax on my order calculated? 

How do I place an order if I am New York sales tax exempt?

 

Wallguard.com collects tax on material and freight for orders shipping within New York State only. If your company has New York Tax Exempt status, please see instructions below about how to place an order if you are NY tax exempt.

HOW TO SUBMIT YOUR CERTIFICATE - We do not charge sales tax for any state but New York.  If you are tax exempt in New York state please fax the certificate to (877) 943-2926 or email it to sales@wallguard.com.  You can then use the PHONE ORDER option to place your online order without a credit card.  We will contact you for payment details (minus sales tax once we have your certificate in hand).

 

If I order vinyl samples what will I receive?

We are happy to send samples so that you can make a decision on what would work best for your project!  When a rigid vinyl profile is requested, the sample will be in the color Linen White. When a flexible vinyl profile is requested, it will be in a random color that the Sample Department currently has stock on. We do not send color specific samples. They must be purchased.

We will however, send specific color chips or full color chains if you need to select from all 70 colors of the vinyl or 7 colors of the flexible vinyl.

The majority of our samples ship via USPS Priority Mail which has a 2-3 day transit time.  If you have an urgent need for your samples to be expedited,  please contact us  (877-943-6826). These requests need to be processed over the phone.

 

How can I reprint a receipt?

After each order ships, we email a PDF attachment of the invoice/receipt.

or

Log into your profile at www.wallguard.com. Choose “Print Order Details” to reprint your receipt.

If for some reason neither method provides the receipt, please call 877-943-6826 and we will be happy to send a copy via fax or email!

 

I am located outside the United States. Can I still use Wallguard.com's Online Store?

The shopping cart is currently for United States and Canada orders only. However, we do quote, sell and ship projects and material worldwide.  Please email your requirements or questions to sales@wallguard.com.

 

Can I submit a credit application?

We accept purchase orders from schools and government agencies on Net 30 day terms.   For all others interested in applying for Net 30 day terms, please print out and complete our credit application and return by fax to 877-943-2926 or email to sales@wallguard.com. If your Accounting Department has a standard form that provides the same information that we request, we will accept your form in lieu of our completed form. If you have any questions, please call 877-943-6826.  

Terms can generally be established same day!

 

Can I save my shopping cart to access later?

Your items that have been added will save in the cart when you log off from the site, and will still be there when you return.

 

What payment methods are accepted?

At Check Out all major credit cards: MasterCard, Visa, Discover, and American Express are accepted.  In addition we accept PayPal Credit, and eCheck at Check Out.

Other forms of payment accepted when orders are placed through Customer Service (877-943-6826) and the quoting process are: check in advance, wire transfer and Letters of Credit.

 

How do I order?

Orders can be placed online, over the phone 877-943-6826, by email sales@wallguard.com or by FAX – 877-943-2926.