TurnTex Woodworks is a full time small American business that provides the primary source of income for a family of 3 and one 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. As you will see by my policies outlined below, if you have a problem with any of my products, you word is all I need as proof!
Industry Leading Guarantees
PEN AND OTHER BLANKS
Unconditional Quality Guarantee
If you are unhappy with any blank made or sold by TurnTex Woodworks, for ANY reason, please let me know and I will issue a merchandise certificate good for 100% of the value of the blank or refund your money, including shipping. This includes defects, too many bubbles in blanks, and even if your finished project just does not “wow” you like you thought it should! I do not need to see pictures for proof, your word is all I need!
Project Completion Guarantee
My project completion guarantee helps ease the pain of any mistake you may make with one of my blanks. If you mess up a blank in any way, maybe you cut it too short or got too aggressive and overturned or over sanded it, just let me know and I will send you a merchandise certificate good for 50% off a replacement of your choice! I want all of my blanks to end up as nice works of art! Once again, no pictures necessary, your word is good enough!
Cactus Juice and Stabilizing Chamber Guarantee
All Cactus Juice Stabilizing Chambers are guaranteed for one year against defects. This includes leaks, structural failures, or component failures. Normal wear items such as gaskets, crazing of fogging of the acrylic, or damage due to misuse are not covered. To obtain warranty coverage, simply contact me with your order number and problem and we will discuss the best option to get your chamber fixed or replaced at my expense. Purchase 2 gallons of cactus juice in a 12 month period and your chamber warranty will automatically be extended for an additional year at no cost, indefinitely!
All Cactus Juice resin has a guaranteed shelf life of 12 months from the date your order is shipped. If you have resin that is not performing as it should during the guarantee period, please contact me for a merchandise certificate pro-rated for the amount of resin that has gone bad.
Payments, Returns, Order Confirmation, and Shipping
I use Paypal to process all online payments. You can use your credit card through Paypal even if you do not have a Paypal account. All financial transactions are handled through Paypal’s secure server and I do not have access to any credit card or financial information at any time. I also accept checks or money orders and can take a credit card number over the phone if you just do not like using Paypal. All credit card numbers given over the phone are stored in a password protected, encrypted file until the order is ready to ship. At that time, your card will be ran and once approved, the file will be permanently deleted from my system. I do not keep called in credit card numbers on file any longer than necessary to process your order.
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, including pens, 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. Of course if you order is placed on Friday afternoon, it may not ship until Monday and 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 Ground for Cactus Juice and USPS Priority Mail shipping for blanks. I only charge actually 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 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 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 Woodworks the recipient is the importer of record and must comply with all laws and regulations of the destination country.
Charges for Incorrect Addresses/Undeliverable Orders
All orders that cannot be delivered and are returned to TurnTex Woodworks 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 you order includes "pre-order" items (items that are out of stock), your entire order will be shipped together once the "pre-order" item becomes available. 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 and only paying the deposit for the Pre-order items. Additional shipping costs will apply.
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. This mostly occurs with dyes. For domestic orders, the in stock items will ship as normal and the dyes will ship as soon as they become available. For international orders, all items will be held and shipped at one time. I will let you know by e-mail if the backorder delay is going to be more than 1 week.
Damaged or Lost Items
I self insure all of my blank shipments. 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, I will send you a gift certificate for the amount of the original purchase, including shipping so you can choose new blanks.
All pen and Cactus Juice orders will be shipped insured. If a pen or Cactus Juice order is lost or damaged, I will initiate the insurance claim 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 full refund or send you a replacement at no additional cost to you.
Site Specific Policies
I take issues of privacy and security 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 a database with 128 bit encryption to prevent access to anyone but me. I will not discuss who my customers are with other potential customers without your permission.
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.