Ordering Process

ORDER PLACEMENT:

The order desk hours are Monday to Friday 7:00 am to 3:30 pm Eastern Standard Time. Orders may be placed by email, telephone or fax. A confirmation of order is sent to the customer and production starts after receipt of a customer signed back confirmation.

PAYMENT:

All orders are cash or certified cheque until credit has been approved. A deposit of 50% is required at the time of order. Credit and debit card payment accepted.

LEAD TIMES:

Given as accurately as possible but are not guaranteed. The customer will be notified if their order will be late along with an approximate revised ship date.

CHANGES AND CANCELLATIONS:

Can only be made before production has started. Once production has started the order becomes the responsibility of the customer.

FREIGHT:

Orders are FOB our plant, Mississauga, Ontario.

SHORTAGES:

All orders must be inspected upon delivery. Claims for shortages will only be reviewed if made within 3 business days of delivery.

DAMAGES:

Goods damaged in shipment are the responsibility of the carrier. Do not destroy packaging or product until it has been inspected by the carrier. Carrier is to issue credit to the customer directly.

RETURNS:

Product may only be returned if it is defective or a manufacturing error has been made. You must receive prior authorization from Venlam before returning any product.

RUSH ORDERS:

If an order is required before the standard lead time, we will try to accommodate your request. These orders carry a 25% upcharge. Rush orders may not be possible for all product styles.