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Home > Help Desk > FAQ

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Frequently Asked Questions



We hope the following Questions & Answers prove helpful. Also, please see the information links at our Help and How To sections, and please don't forget our comprehensive Online Porch Guide.

Specific product information is found at each product's section online. Once at the main page for a given product category, look for an Information link.

And if you still have questions, please contact us.
We are always eager to help!


GENERAL QUESTIONS

    1. How do I use this website?
    2. How long will it take to receive a woodwork order?
    3. Do you have Gift Certificates?
    4. Do you have an 800 number?
    5. Do you offer any guarantees?

ADVICE
    1. Can you recommend a good architect, contractor, carpenter, etc?
    2. How do I install your product?
    3. May I send a photo of my project to get some advice?
    4. Can you help design my interior stairs?
    5. Can I use your product if I have vinyl siding?

FINISHING
    1. How do I finish your product?
    2. Do you offer your product pre-finished?
    3. Can you give me some color scheme ideas?

LITERATURE
    1. Do you have a printed Catalog?
    2. I have an old catalog. Can I still order from it?
    3. Does your Porch Book or other literature include plans?


MATERIALS
    1. What material choices do you offer?
    2. Do you offer any alternatives to wood?
    3. Can I order samples of wood and/or PVC?
    4. Can I order all products in any wood and/or PVC?

ORDERING
    1. What methods of payment do you accept?
    2. Do you accept foreign (non-U.S.) funds?
    3. May I buy patterns of your products?
    4. Do you offer discounts, wholesale pricing, etc?
    5. Do you have local distributors?
    6. How can I get a quote online?
    7. Do you charge Sales Tax?

RETURNS
    1. Can I return literature I ordered?
    2. Can I return merchandise I ordered?
    3. Will I be reimbursed for return shipping?

SHIPPING
    1. Where do you ship?
    2. How is shipping to Canada handled?
    3. How is shipping to Hawaii handled?
    4. How much will shipping cost?
    5. How soon will my order ship?
    6. How do I track my shipment?

MISCELLANEOUS
    1. Do you have CAD drawings of your product?
    2. I found your site looking for Old Wagon Factory. Why?
    3. Do you have showrooms?
    4. What trade shows do you attend?






GENERAL QUESTIONS

1. How do I use your website?
Please review our Website Usage page for instructions including Getting Around, Searching, and Ordering.
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2. How long will it take to receive a woodwork order?
That depends upon what you order and how busy we are at that time. Our goal is ship every order as quickly as possible. We'll let you know what to expect when we confirm your order. If you're in a rush please let us know.

You can view our current shipping schedule at our Shipping Information page.
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3. Do you have Gift Certificates?
Of course. Click here to order Gift Certificates
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4. Do you have an 800 number?
We offer free phone consultation before, during, and after the sale. Sometimes people need to talk to us for a long time, even when it doesn't result in an order. And that's OK. We've even been known to talk someone out of ordering, if we don't think it's right for them.

If we had an 800 number we'd either have to charge for our consulting or raise our woodwork prices to cover the phone expense. We decided it's better to let those who need to talk to us pay for the phone call. That way, everyone can continue to benefit from our lower product prices. We'd love to talk about your projects, so don't hesitate to contact us!

Phone: 1-903-356-2158
Fax: 1-903-356-3023
mail@vintagewoodworks.com
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5. Do you offer any guarantees?
Absolutely! If you are not totally satisfied with our work and with our service, just let us know before finishing and installation. We'll send a prompt and courteous refund! (Custom sizes and custom items are not returnable unless made incorrectly.)
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ADVICE

1. Can you recommend a good architect, contractor, carpenter, etc?
It is difficult to advise on specific installations at long distance. Therefore, we recommend you check with a local professional. We don't maintain a list of professionals. In addition to your phone book, your local newspaper often has a listing for carpenters and handymen in the classified section, and of course, there are online recommendation websites.
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2. How do I install your product?
Please see our Installation Recommendations page.
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3. May I send a photo of my project to get some advice?
We are most eager to help with some suggestions. We can give the best advice after looking at a picture(s). You may email, fax, or mail to us.

If you email, please be aware that to help slow the spread of computer viruses, we are currently opening only email attachments in the following formats:

.bmp .doc .gif .jpg .pdf .tif .txt .xls or a .zip containing the previous file types

We'd be very grateful if you could please send your attachment in one of the above formats. We apologize for any inconvenience this causes. Thanks for your understanding as we work to combat computer viruses.

If it's more convenient, please feel free to fax your information to us at 903-356-3023.

If you mail pictures, please send to:
Vintage Woodworks
PO Box 39
Quinlan, TX 75474-0039
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4. Can you help design my interior stairs?
There is quite a bit of info online but for a comprehensive visual guide for stair parts and stair construction, please consider ordering our detailed and illustrated Stair Building Guide. This instruction manual is the first comprehensive visual book on stair building. It contains over 400 black and white photographs with detailed instructions, illustrations, and reference tables.
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5. Can I use your product if I have vinyl siding?
Yes, many of our customers use our wooden products on vinyl-sided houses. For most items we recommend 'round-head' (also called 'pan-head') brass screws, with screw heads left exposed. Screws allow more adjusting than nailing, avoid damage from hammer blows, and permit easy removal for maintenance.
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FINISHING
1. How do I finish your product?
Please see our Care & Feeding of Millwork page. Includes information on storing unfinished woodwork.
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2. Do you offer your product pre-finished?
Our product is all unfinished, solid wood. We do not do any priming nor painting.

Our products are shop sanded and ready for final hand sanding. Many of our customers do finish our products without additional sanding, but for the best results, we recommend some hand sanding upon receiving.
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3. Can you give me some color scheme ideas?
Before the 1890's, many houses were solid white, beige, or gray. Beginning at the end of that century, many homes became much more colorful. Sherwin-Williams and many other paint stores have brochures showing various color schemes.
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LITERATURE
1. Do you have a printed Catalog?
See Catalog.
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2. I have an old catalog. Can I still order from it?
Of course. If our prices have changed we'll let you know before we finalize your order.
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3. Does your Porch Book or other literature include porch plans?
We do not provide detailed porch plans, as porches should be designed specifically to fit the house to which they are intended. However, our Online Porch Guide (and Porch Book) include instructions for drawing your own plans!

Our Porch Design book illustrates a number of suggested porch configurations, complete with porch floor plan and elevation (front view) for each style. It also includes a section on the structural components of a typical porch, including many drawings that will be very helpful to anyone designing or building a porch. Our 208 page Porch Design Book can be ordered online .

Additional information is available online with porch photos, porch information, our Porch Design Book for sale, and our Posts, Balusters, Rails, and more for your porch.

We are most eager to help with the aspects which we can assist you with. We cannot give structural advice nor the type of advice that an architect or contractor would give. We can help with design issues and selection of Posts, Railings, and Gingerbread.
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MATERIALS
1. What material choices do you offer?
We offer many different wood species and several synthetics that look and feel like painted wood. Please see Product Options.
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2. Do you offer any alternatives to wood?
Yes! Most of our items are available in Cellular PVC for the same price as Oak. We also have many items Polyurethane . Please see Product Options.

3. Can I order samples of wood and/or PVC?
Yes, you can order wood samples at Plain Boards. Use the Length dropdown and select Sample.

PVC samples can be ordered at PVC Samples. Polyurethane and Polyethylene samples are available at specific product listings which include those materials.
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4. Can I order all products in any wood and/or PVC?
Most of our items can be ordered in your desired material. Exceptions are listed with each product category.
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ORDERING
1. What methods of payment do you accept?
We accept Paypal, Visa, MasterCard, Discover, money order, or personal check. If you prefer, you may call to give your card number. Payment must be made in full prior to shipment.
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2. Do you accept foreign (non-U.S.) funds?
Payment must be in U.S. funds. We accept Paypal, Visa, MasterCard, and Discover credit cards, money orders, and personal checks from a U.S. Bank.
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3. May I buy patterns of your products?
We do not sell any patterns. Our patterns are copyright protected and may not be reproduced without written consent.
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4. Do you offer discounts, wholesale pricing, etc?
We sell at "manufacturer's direct" prices, with the same price to all. However, a number of stores buy our product and mark it up for resale. We also have an online Bargain Room that may be of interest.
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5. Do you have local distributors?
We do not use distributors, as we prefer to sell directly to those using our products. All of our products are available online.
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6. How can I get a quote online?
You may use the Shopping Cart to generate quotes. An actual order will not be generated until you click the Checkout button and give us your payment information.

For each product you wish to include in your quote, select the options you want, and then click the Put in Shopping Cart button. You may change the quantity and click the Update Quantities button to recalculate your Order Subtotal.

When you've completed your quote you can click the Keep Shopping button. Items will remain in your Cart for a while and can be reviewed or purchased later by clicking on the 'Shopping Cart' button. Or you may use the 'Remove' link to remove each item in your Cart.

7. Do you charge Sales Tax?
Only Texas residents must pay Sales Tax (6.75%)
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RETURNS
1. Can I return Literature I ordered?
We're sorry our literature didn't work for you. Yes, you can mail it back. Once we receive it, we'll issue you the credit for the literature amount.

Our return mailing address is:
Vintage Woodworks
PO Box 39
Quinlan, TX 75474
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2. Can I return merchandise I ordered?
Generally, as long as you have not altered our product in any way (painting, pre-drilling holes, etc), it can be returned. Once we receive it in good condition, we will issue you a refund or credit your card for the product amount. Custom sizes and custom items are not returnable unless made incorrectly. Please contact us before returning any items.

If you are paying the return shipping, the method of return shipping is your choice, but we suggest FedEx Ground or UPS Ground. Please inquire about damage/loss insurance policy with your return shipping company.

Our return address for FedEx, UPS, and Motor Freight deliveries is:
Vintage Woodworks
9195 Hwy 34 South
Quinlan, TX 75474

Our return address for US Mail shipments is:
Vintage Woodworks
PO Box 39
Quinlan, TX 75474
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3. Will I be reimbursed for return shipping charges?
If our products are defective, we'll pay return shipping charges. Please contact us before returning any items.
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SHIPPING
1. Where do you ship?
We ship within the USA (including Alaska, Hawaii, & Puerto Rico), Canada, and the Caribbean. We do not ship outside North America at this time.
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2. How is shipping to Canada handled?
Shipping charges to Canada may be more than our standard shipping fee. We ship by economical FedEx Ground when possible (and sometimes Parcel Post), but some items are too large or long and must travel via R + L Carriers.

When shipping FedEx Ground, there may be a duty tax charged to you once it reaches the border. FedEx cannot tell us the duty tax before it reaches the border. This depends on the broker, the item, its value, and where the package is shipped to. Once the package reaches the broker, he fills out the paperwork and determines the duty tax. FedEx will collect that duty tax directly from you.

When shipping Parcel Post, there are no duty taxes. However, Parcel Post is slower at delivery and their maximum weight, length, and girth limits are less than FedEx. Therefore, some items cannot ship by Parcel Post and would have to go via FedEx Ground.

Please provide us with the stock numbers of the items you are interested in, along with the lengths needed and your address. We will then be able to give you an estimated cost for shipping.

SHIPPING TIMES (based on normal customs clearance):
FedEx International Priority (1-3 business days)
FedEx International Economy (2-3 business days)
FedEx International Ground (3-7 business days)
Air Parcel Post (5-10 days)
Econo Parcel Post (4-6 weeks)
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3. How is shipping to Hawaii handled?
Shipping charges to Hawaii may be more than our standard shipping fee. Our methods of shipping to Hawaii are:

FedEx Standard Overnight (Next business day by 3:00pm)
FedEx 2-Day (2nd business day by 4:30pm to businesses and by 7:00pm to residences)
FedEx Ground (3-7 business days)
Parcel Post (USPS)
Priority Mail (USPS)

Please provide us with the stock numbers of the items you are interested in, along with the lengths needed and your address. We will then be able to give you an estimated cost for shipping.
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4. How much will shipping cost?
Please visit our Shipping Information page.
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5. How soon will my order ship?
Please visit our Shipping Information page.
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6. How do I track my shipment?
Please visit our Shipping Information page.
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MISCELLANEOUS
1. Do you have CAD drawings of your product?
We're sorry, but we don't have CAD, DXF or DWG drawing formats available at this time. We recognize the need and hope to have this at some time in the future.
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2. I found your site looking for Old Wagon Factory. Why?
The Old Wagon Factory has gone out of business. You can no longer order from them. We produce many Screen/Storm Doors similar to those The Old Wagon Factory produced.

You may view our selection online or in our Catalog. We can also make custom Screen/Storm Doors.
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3. Do you have showrooms?
Our Texas Showroom is the only physical location you can purchase our products.

We would love to have you visit our showroom. We are open Monday through Friday from 8:00 AM to 4:30 PM. Please call about holidays. We are located in Quinlan, Texas, 30 miles East of Dallas, on Highway 34, halfway between Greenville (I-30) and Terrell (I-20).

More specifically, we are just outside of the city limits sign when you're headed towards Terrell on Hwy 34 South. We are a large metal building and there is a sign with our name, Vintage Woodworks, out by the highway.

You can sometimes purchase items when you visit, but since most of our items are made to order, we recommend that you call in an order first and allow us to call you when it's ready. Or, just drop by sometime to learn about our products and/or order in person.
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4. What trade shows do you attend?
We don't attend trade shows. You can see our Products online.
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