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Frequently Asked Questions
If you are having trouble ordering or you have a question that is not listed below, e-mail us at assistance@ewdir.com and we will be happy to assist you.
- Who is EW Direct?
EW Direct offers an extensive array of products and inventory from
some of the finest manufacturers in the industry. We provide the full benefit of ordering
products, via the website, at true wholesale prices.
- What if the item I am searching for is not on your site?
Our merchandising group adds new products on a weekly basis. Nevertheless, if you are looking for a particular item and
cannot find it on our website, please e-mail us using the Project Quotation Form. We will do our very best fill your exact requirements, or suggest a quality substitute item.
Keep in mind, we have full access to the complete Kohler, Moen, Delta, In-Sink-Erator,
and Grohe product lines, and numerous other manufacturers.
- What forms of payment are accepted?
We accept Visa, MasterCard, and Discover Card. Payment by check is also
available.
- How do you handle backorders?
If you place an order and an item is out of stock, we will contact you via e-mail with an estimated lead time. We notify you by e-mail after your back-ordered item has shipped.
- How safe is it to use my credit card online?
Our site is secured by Thawte (a Verisign company), a leading provider of digital trust services. The Thawte logo at the bottom of each page is a clickable link that allows customers to check the site security at any time. Thawte ensures that all information sent to and from this site is encrypted, protecting against disclosure to third parties. Please read our Privacy section for more information.
- Does ewdir.com charge a sales tax?
EW Direct only collects state taxes if the item is shipped to Wisconsin. For those who live outside of Wisconsin, a state sales tax will not be collected by EW Direct.
- What happens if, for some reason, I receive damaged products?
When packing your order, our manufacturers take extra precautions to ensure that it will arrive undamaged. However, in the event that you receive a damaged or defective product, we will be happy to replace the item ASAP at no extra cost to you. See Returns for further instructions.
- Can I return something if I do not like it?
We realize that it can be somewhat difficult to judge a product from its picture. For this reason, we do accept returns on uninstalled products for up to 30 days from the date of delivery. Please see Returns for further details and instructions.
- Can I send a package to a different location?
Yes, our checkout function allows you to enter a shipping address different than your billing address so you can send product to friends and relatives.
- How do I cancel an order?
After you receive your e-mail order confirmation, you may cancel the order by simply sending us a return e-mail stating that you would like to cancel your order. If EW Direct has not begun the shipping and handling process of the order, we will be happy to cancel the order and refund the total amount. If the order has been processed within the shipping department, it will be required to be treated as a return. Please see Returns for further details and instructions.
- Why do some items have shipping charges which exceed the standard $10.00 per item fee?
Due to size and/or weight, some products cannot ship via UPS and must be shipped via motor freight. Additionally, due to weight perimeters, some UPS shipments have a surcharge added to the freight cost.
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We Are Growing!
EW Direct continues to expand our list of available products. Watch for new and exciting items and manufacturers to be introduced in the 3rd quarter of 2008. In the meantime, if you have a specific requirement or a suggestion for a product, please contact our customer service department.
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Do-It-Yourself Tips and Helpful Hints
EW Direct wants to make sure your home improvement projects go smoothly. We offer great information and general tips on installation, including toilet installation and pedestal/lavatory installation to name a very few. For more valuable information and helpful hints, visit our link below.
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