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Customer Service

Customer Service



    Low Price Guarantee:
    The Towel Warmer Outlet is committed to selling all of the products found on our website at the lowest possible price. To that end, the company offers a low price guarantee. If you find and purchase any item that we sell on our website at a lower price from any factory authorized internet retailer (price must include freight and shipping & handling costs as well as any other assorted fees and restocking charges) we will refund the difference between their price and what you paid for the item. You must identify the item within seven days of the date of your order. In order to receive your credit, simply fax or email the copy of the invoice from your order on the other website to customerservice@towelwarmeroutlet.com, and we will review your claim. So shop with confidence, knowing that you are getting the best possible deal!
    Sales Tax:
    The Towel Warmer Outlet only charges sales tax to items shipped to the States of Maine and Texas. We will not collect sales tax for items shipped to all other locations.
    Volume/Trade Discounts:
    The Towel Warmer Outlet has extensive experience working with trade professionals, electricians, real estate developers and interior decorators, as well as homeowners looking to light their entire home or a new addition. Should you need assistance on a large project and/or would like a price quote, please contact us at 888-368-5817 or customerservice@towelwarmeroutlet.com and one of our design professionals will contact you within one business day.
    Stocking information:
    Virtually all items will ship within 5-7 business days, with the exception of some imported lines such as Wesaunard which are made to order and are subject to a lead time. If an item is backordered, we will inform you and you can elect to wait or to cancel the order. With our general lead times, most stocking items should arrive to all domestic locations within 3-5 business days from date of shipment if shipped via standard USPS or UPS ground shipping. If an item is no longer manufactured or discontinued we will notify you within 24-48 hours and you can elect to purchase a substitute fixture or cancel the order altogether.
    When the item(s) that you have ordered ship, you will be emailed your tracking or pro number so you can be advised of an estimated delivery date. On orders that have multiple items, there may be multiple shipping dates. Additionally, a select few items will be drop shipped directly from the manufacturer’s warehouses and therefore will arrive to your location at different times.
    Return Policy:
    The Towel Warmer Outlet offers a competitive return policy. If for any reason you would like to return the items you ordered, you can do so with a minimal re-stocking charge of 15% item is in resalable condition and is in its original condition and original packaging.

    Some items are custom made and therefore are not eligible for restocking. Returns must be made within 21 days of receipt of the item. The Towel Warmer Outlet will deduct 15% of the original cost of the items you are returning and we will not credit the outbound shipping charge to send you the items. In addition, return shipping is the responsibility of the purchaser, unless the item is defective or damaged, in which case The Towel Warmer Outlet will pay the return shipping fees. If you receive a damaged package please make a note of this when the driver delivers the package. Contact us regarding the damaged fixture and please make sure to retain the packaging as this will be required in order to make a freight claim with the shipping company. Without the original packaging we will not be able to replace the damaged item.

    The Towel Warmer Outlet will not accept returns that have been installed or are no longer in the original packaging. If the item was direct-shipped from the manufacturer, please do not ship the item back to the manufacturer, ship the item back to The Towel Warmer Outlet as our manufacturer partners will not accept returns and therefore we may not be able to issue you credit for these items.

    If you would like to return an item, please contact The Towel Warmer Outlet immediately at customerservice@towelwarmeroutlet.com for the issuance of a Return Merchandise Authorization and package the item and all related components in the original packaging for return to our showroom. We will not accept returns that have been installed, are not in their original packaging or following the 21-day restocking period. In addition, we cannot accept returns without an RMA form, so please contact us prior to sending anything back.

    Special order and custom items are not returnable. Please do not refuse a shipment as this incurs additional shipping charges and fees. If a shipment is refused the return shipping cost and any applicable fees will be passed along to the the customer.
    Clearance Items:
    All sales are final on clearance items and are sold “as is” and are not returnable.
    Trade/Volume orders are excluded:
    The Towel Warmer Outlet will not accept returns on trade/volume orders. In addition, The Towel Warmer Outlet will not accept returns on items that are sold in quantities of greater than ten (10) or where the aggregate sale price exceeds $2,000.00. In addition, all sales are final on clearance items, and we do not issue trade discounts on clearance items.
    Security:
    The Towel Warmer Outlet understands the seriousness of your privacy and security when it comes to financial and personal information. To that end, we will never sell your information to mailing lists to companies not affiliated with The Towel Warmer Outlet (we hate junk mail and spam, too!). In addition, you may shop with confidence with respect to your credit card information, as your customer information is protected using a Secure Sockets Layer (SSL) utilizing 128-bit encryption, which complies with Visa security requirements and is the highest level of encryption available in commercial web browsers. Our web hosting platform provides industry-standard physical and electronic security at our data centers to help prevent theft and other intrusions that could jeopardize your data. However, we appreciate that some of our valued customers do not feel comfortable transmitting information via the web and therefore can fax a printout of your order form and credit card information to our fax number at 207-985-4569. Or, one of our trained customer service representatives can take your order over the phone should you so desire.