Customer Service

Customer Service

We are committed to providing you with a secure and enjoyable shopping experience from our website. If you can’t find what you need, or have suggestions about our line, then please contact us. We’re always interested in hearing from you.

United States:
The majority of our items are in stock or are drop-shipped from our suppliers. You will be immediately notified of any issues, not in stock, and given options. We ship by FED EX from our warehouse in Dallas, and the below map shows the business days it takes to arrive at you based on standard ground delivery.

 
International:
 
Wiedamark ships worldwide via a variety of shipping services.  To estimate shipping costs, register on our website as an international customer and place items in the shopping cart.  As you begin the check-out process, you will be able to view shipping options and pricing.  

Merchandise purchased from Wiedamark may be returned within 30 days of purchase. We require that it be shipped back in the original box, in perfect condition, with proof of purchase (original receipt and packing slip) included. A return authorization form must be filled out and before shipping back to Wiedamark. Once the return authorization form is filled out online, you will receive a confirmation number and information via email by the end of the same business day. Return authorization forms submitted on Friday will receive a confirmation email that following Monday. Refunds will be credited to the credit card used for purchase. 

 

Returns authorized after 30 days by Wiedamark will be subject to a restocking fee and the customer will pay all transportation costs associated with the return, including taxes, customs, and duties, if applicable.

The product returned in the original condition will be assessed a 15% restocking fee. If the product is found to be damaged, missing manuals or parts, or original manufacturer’s carton is damaged or missing, a minimum 25% restocking fee will be charged.

The product will not be approved for return or credit under the following conditions:

  • Product has been altered.
  • If power plug has been cut off and hard wired to an electrical source.
  • Product was not installed or maintained under the product specifications.
  • Product was subject to unusual physical or electrical stress, misuse, or negligence.
  • Product defect was not related to Wiedamark product functionality, including third-party modifications.
  • Product damage caused after receipt of the product by customer.
  • Product that has been custom cut such as fiber optic cable or rope lighting.
  • Product that was custom ordered for a project.

By choosing to request an RMA from Wiedamark, it is implied that customer agrees to the terms of the Return Policy as stated above.

To return merchandise, please indicate the reason for the return on the original receipt or packing slip and securely pack the merchandise in the box. For your protection, we suggest you ship to us via an insured or trackable method, as unfortunately, we cannot be responsible for your return if it is lost in transit. If you no longer have your packing slip, please indicate the order number, your address, and your phone number on a separate piece of paper and include it in the package.

Send package to:

Wiedamark
4016 Harry Hines Blvd
Dallas, TX 75219

Please note: Customers are responsible for all postage costs on returned merchandise. Wiedamark will not reimburse for shipping and handling charges.

INTERNATIONAL BUYERS – Please Note:

Import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the buyer’s responsibility.

Please check with your country’s customs office to determine what these additional costs will be before purchasing the products.

Wiedamark will replace defective or dead on arrival (DOA) products with like product. Wiedamark will not provide a credit on Defective/DOA product – unless no suitable repair or replacement is available. Wiedamark will cover shipping charges incurred by customer up to the amount of a standard FED EX Ground charge for the return of Defective/DOA product and the shipment of a replacement product. For purposes of clarity, Wiedamark will not reimburse or pay for labor or other costs associated with removal of the product, even if it is ultimately deemed to be defective or DOA.

Wiedamark warrants to the buyer that each product manufactured and sold will be free from defects in material and workmanship in its intended use (normal wear and tear excepted) for a period of one year from date of buyer’s purchase (the invoice date) . Wiedamark’s warranty flows only to the buyer. If any product covered by this warranty is returned by buyer in accordance with Wiedamark’s Products Return Policy, including without limitation its return authorization provisions, within the applicable warranty period set forth above, and upon examination Wiedamark determines to its satisfaction that such product was defective in material or workmanship at the time of delivery to the buyer, Wiedamark will, at its option, repair or replace the product or the defective part thereof, or reimburse buyer for the purchase price. For purposes of clarity, “repair or replace the product or the defective part thereof” does not include any reinstallation costs or expenses, including without limitation labor costs or expenses. If Wiedamark chooses to replace the product and is not able to do so because it has been discontinued or is not available, Wiedamark may replace it with a comparable product. The foregoing notwithstanding, Wiedamark will not be responsible for damage to any product resulting from misuse, negligence, acts of God or accident or resulting from repairs or alterations made by any person or firm not duly authorized by Wiedamark in writing. Buyer shall convey with each product distributed to end users this WIEDAMARK’S LIMITED WARRANTY, and if Wiedamark determines that the appropriate remedy for a defective product is refund of buyer’s purchase price, buyer shall refund to the end user (or arrange for the refund to the end user of) the full purchase price paid by the end user for such defective Product.

We've Made

You have probably noticed that we’ve made some big improvements to our website.  If you notice anything that is not working correctly, please use our contact form and let us know.

If you are past customer, you will need to use the “Forgot Password” button to refresh your password on the new site.  Sorry for any inconvenience.