Pinewood Pro Support

Shipping Questions

• When will my order ship?
• When will I recieve my order?
• I did not recieve an e-mail reciept
• I did not recieve my order, what should I do?
• There is a mistake in my order, what should I do?
• How do I return unused items?
• Phone support

Payment Questions

• My first payment failed, I re-entered information and the order went through. It looks like I was charged twice.

Shipping Answers

• When will my order ship?
• Your order ships the same day if it is received before 1:30PM on a business day.
• Orders received after 1:30PM on Friday and weekend orders ship on Monday. We do not ship on Holidays.
  
  
• When will I recieve my order?
Most questions relate to slow USPS 1st class mail deliveries. We can not predict USPS delivery times! The USPS can sometimes take 10 to 14 business days because of winter snow storms and extremely heavy mail volumes in Dec and Jan.


• UPS OVERNIGHT is delivered the next business day if your order is placed before 1:30PM. Friday OVERNIGHT orders are delivered on Monday and do not include holidays.


• UPS 2nd DAY and 3rd DAY are guaranteed, but they do not include Sat, Sun or Holiday deliveries. Start counting days the day AFTER you recieve your tracking number. Thus, a 2nd DAY order placed before 1:30PM on a Monday is delivered on Wed, but orders received after 1:30PM would be delivered on Thurs.


• UPS GROUND is not guaranteed. We ship from New York and Nevada so states neighboring NY and NV will receive shipment the next business day! If you are not a neighboring state, you will receive a ground shipment within 3 business days.


• USPS Priority Mail is not guaranteed nor trackable. In our experience, deliveries times vary widely. As a guideline allow 3-5 business days, however it sometimes takes longer. States closer to NY and NV will receive deliveries faster.


• USPS 1st Class mail is not guaranteed nor trackable. Deliveries vary widely. As a guideline, allow 5-10 business days, though they sometimes take longer due to winter storms and heavy mail volumes in Dec and Jan. States closer to NY and NV will receive deliveries faster.



I did not recieve an e-mail reciept…
• There are two reasons for this:


1. There was a typo in your e-mail address. If you think you typed you e-mail address wrong, send us an e-mail and we will resend your reseipt.


2. You have a spam blocker that is blocking e-mail from pinewoodpro.com. Check your spam e-mail box to see if your e-mail receipt is there.



I did not recieve my order, what should I do?
• Note that it will take time to send you another package, so it is faster if we locate the original package.
• The following are the things that I've found cause lost orders:


1. First, if you ordered via USPS regular mail or Priority mail, it can sometimes take a week to 10 days to receive a package! Severe weather conditions in trucking routes will delay the mail. Heavy volumes the week before and week after Christmas will delay mail deliveries.


2. Check your receipt. Are your shipping address and zip code correct? If not, you will not receive the replacement package either! Call us to correct your address.


3. Next verify that someone else in the household, or a neighbor hasn't received your package.


4. Verify that the dog hasn't taken the package to his favorite hiding place (this has happened!)


There is a mistake in my order, what should I do?
• Check your receipt to be sure you ordered the correct items and quantity.
• If you verified the error, call us for a replacement.



How do I return used items? (Must be within 60 days of purchase)
• Repackage items and you must include a note explaining why you are returning them so we know if there was a product defect or some other reason. Include the packing slip or order number so we can trace your order to issue credit.

Send to this address:
Pinewood Pro
10 Highwood Pl
Trumbull, CT 06611


Phone support
If you can not find quick answers above, feel free to call 203-362-8342 between the hours of 9AM and 9PM EST and we would be glad to help you.

Payment Questions

My first payment failed, so I re-entered information and the order went through. Now it appears that I was charged twice.
• You were not charged twice. Your bank, not Pinewood Pro, puts a temporary hold on funds from failed transactions. Your bank will release the funds automatically within a few days. There is nothing for you to do and nothing for Pinewood Pro to do.


• If your transaction failed twice, your bank will put a temporary hold on both failed transactions! Be patient, it will clear up automatically in a few days. If there is any question, call your bank.