Home>>Order, Payment & Shipping


How You Place Orders


Email us:
order@dowellusa.com
Visit us:
www.dowellusa.com
Distribution Center
800 Old Country Road Westbury, NY 11590
Business Hours
Monday to Friday
8:30AM to 5:30PM EST (pickups until 5:00PM)
Saturday
9:00AM to 5:00PM EST (pickups until 4:30PM)

How You Pay Us

We accept the following forms of payment:
Cash
We accept cash payment at time of pickup, Email us at order@dowellusa.com to arrange an order for cash on delivery.
Bank/Wire Transfer
Call us at 516-667-0088 to get the information that you will need to make a transfer to our bank account.
Check
Orders paid by business/personal check will be held until funds are placed in our account, which typically takes up to 3 to 5 business days. Orders paid by check will ship when the check clears.
Credit/Debit Card
We accept Visa, MasterCard and American Express and any debit card. All credit/debit card payments are subject to a 4% handling charge.
Credit Card Hold & Check
In order to receive an order before your check clears, we can place a hold on an authorized credit card for the amount of the order plus a 4% handling charge until your check clears. For orders of at least $500,When the amount of your check is deposited into our bank account we will release the hold on your credit card and you will not be charged the 4% handling charge. If your check doesn't clear within 5 business days, we will process your credit card hold into a payment.

How You Cancel Orders

You may cancel your order, for any reason, and receive a full refund provided your order has not been packaged /shipped. Please call us during business hours at 516-667-0088 and we will confirm whether or not the order can be cancelled for a full refund. Once an item is packaged / shipped, the terms of our Return Policy will apply.

How We Ship Orders

We ship orders in one of three ways:
Via Courier Delivery
We use FedEx, UPS and/or USPS to ship orders whenever practical, typically to destinations in the US and Canada for packages that are small- or medium-size. We will send you an email with your shipment tracking number so you can follow the progress of your order. Please refer to the courier's website for more information about its shipping terms and policies.
Via Dowell Delivery
We use our own trucks to deliver orders whenever practical, typically to destinations within driving range of our warehouse for orders that include multiple cartons or are on pallets. We will arrange delivery details with you by phone and/or email. Our shipment terms are FOB Destination, Freight Prepaid and Added. Please refer to the section "When You Receive Orders" for tips on how to minimize issues relating to potential shipping/freight claims.
Via Third Party Freight
For larger orders outside of our delivery range (typically packaged on pallets) we use third party freight carriers with terms FOB Origin, Freight Prepaid and Added. We will send you an email with your shipment information. Unless otherwise noted, all third party freight shipments will originate at our warehouse. You own the goods in transit and must file claims for loss and damage with the carrier. Please refer to the section "When You Receive Orders" for tips on how to minimize issues relating to potential shipping/freight claims.

When You Receive Orders

Regardless of how the order is shipped, when you receive an order from us please be sure to do the following:
Count and Visually Inspect Your Order
Count the number of cartons and/or pallets in the shipment and compare this amount to the quantity listed on your delivery receipt. Note any discrepancies on the delivery receipt. Check for damage to cartons and or/pallets in the shipment, such as crushing, tears/punctures, opened/repackaged cases, etc.
Open Visibly Damaged Cartons
Open any carton that is visibly damaged and determine whether or not the enclosed item is damaged. You should accept delivery of any item that is not damaged.
Refuse Delivery of Damaged Items
You should refuse to accept delivery of any item that is delivered to you in damaged condition. You should accept delivery of any undamaged items that are delivered as part of an order that includes a damaged item. Make sure to note any specific damage on the delivery receipt, as this will help in processing your damage claim with the carrier. If possible, take pictures of damaged cartons before and after opening as this can facilitate the claims process.
Sign Your Delivery Receipt
If there are notations of damage or shortages, ask the driver to sign or initial copies of the delivery receipt. Then sign the delivery receipt yourself.
When you sign the delivery receipt, you are signing for the goods as having been delivered in good order except for the specific notations that you made on the delivery receipt. Failure to note damage or shortage at the time of delivery greatly reduces your chances of collecting a shipping/freight claim.
Contact Us Whenever There is Any Shipping Problem
Whenever you receive an order from us with any shortage or damage, please contact us immediately at 718-939-2688 so that we can work on your behalf with the carrier to track any missing items and help document and process any claims.

How to Handle Concealed Damage

"Concealed Damage" exists when an item is discovered to be damaged after you accepted the delivery and signed the delivery receipt without notation of damage. As per the NMFC rules as amended on April 18, 2015 by the National Motor Freight Traffic Association, you have five (5) business days from the date of delivery to report any damage to the carrier. Please contact us immediately at 516-667-0088 so that we can work on your behalf with the carrier to help document and process any claims. You will need to retain all packaging and items until the concealed damage claim is resolved.

Return Policy

We accept only items in new, unused and saleable condition for refund/exchange. Used, damaged or discontinued items cannot be returned.