Policies, Terms and Conditions

Please read and understand prior to placing orders. By placing an order with us you are entering into a purchase agreement and are accepting and agreeing to be bound by these Policies, Terms and Conditions. If you do not wish to be bound by these Policies, Terms and Conditions, in their entirety and without modification, please do not order from us.

Order Placement...

Order may be placed through our Secured Server, FAX, or mail. Our Quality Control plan requires that all manufacture orders be placed in a written and uniform fashion. These policies are in place to help reduce or eliminate the chances for mistakes or production errors that cause inconvenience for you, the customer, and CSW, Inc. In part, our policy states:  "To eliminate or lesson the chances of order entry errors, all production orders must be written and submitted in a uniform format. All customers must submit manufacture orders either by means of our web server or by submitting our prepared order form(s). No other form or method of order submission is acceptable."

Payment & Terms...

All orders are to be paid in full prior to or at the time of shipment dependent upon order.

1) All orders for Standard Stock Items are charged at time of shipment.
2) All manufacture orders are charged a 50% non-refundable deposit at time of your orders placement onto our production schedule with the remaining balance being charged at time of shipping.
2a) Customers who are to pick up their orders or are having their order picked up by a non-standard shipper will have their balance due charged at time of order completion - not at time of pick up. Any storage charges due will be assessed at pick up.
3) Special order items are fully pre-paid.  Packing and shipping charges will be charged at time of shipping.

Open accounts are not offered. Major Credit Cards and checks are accepted. Overseas customers may pay by Credit Card or Bank T/T.

Pricing...

Prices listed on this web site are retail - web orders only - and do not include shipping, packing, handling, or other charges which may be applicable.  All prices shown are in United States dollars.

Product Samples...

Stock frame and screen material samples are available free of charge. Customer must pay all shipping charges associated. Samples are ship by UPS or USPS Priority (w/t confirmation) only. Minimum shipping charge is $8.00 per sample package.

Price Changes...

All prices are subject to change without notice.

Order Fulfillment Schedule...

Any stated order turnaround time is an estimate based on our past experiences and is in no way a guaranteed delivery time schedule. These schedules do not account for your contract cancellation window, seasonal rushes, out of stock items, breakdown in sources of supply, delays in delivery, or other similar or dissimilar occurrences that may delay our ability to fill your order in the time frame(s) stated. At no time shall Connecticut Screen Works, Inc. be held accountable or liable in anyway for delays in filling orders placed. All quotes issued by Connecticut Screen Works, Inc. will contain an ESTIMATED lead-time that is in no way a guaranteed delivery schedule. ALL ORDERS AND EXECUTED QUOTES SUBMITTED ARE SUBJECT TO PRIOR PLACED ORDERS AND PRIOR EXECUTED QUOTES. We do attempt to ship all orders complete - this means we may hold your entire order until all ordered items are in stock and ready for shipment. At times, and based solely on your placed order, we may ship partial orders provided that a multiple package delivery will not increase the shipping charges you would have incurred if the order was to have shipped complete instead. Additionally, orders for:

- Standard Stock Items: Standard shipping time for non-manufactured items (screen material, frame material, small parts, etc.) is normally stock to 15 business days.

- Manufactured Goods: Shipping time for manufactured items is dependent upon actual order placed and will vary by order and time of order placement. Any item that is ordered cut to size is considered a manufactured item - this includes frame materials.

Special Order Items...

Special order items are NOT stock items. These products are supplied or produced specifically for your placed order. As such any item noted as a "Special Order" item is:

• Not cancelable after 24 hours from time of order placement
• Not Returnable for any reason other than defect

You will be charged fully for Special Order items after passage of the  24 hour cancellation window. Shipping and packing will be charged at time of your orders shipping. Standard lead times do not apply to Special Order Items. Shipping time for special order items are dependent upon actual order placed and will vary by order and time of order placement.

Refusal or Cancellation of Order by CSW...

Connecticut Screen Works, Inc. reserves the right to cancel or reject any order placed for any reason what so ever and at anytime.  Connecticut Screen Works, Inc. shall refund, by check and in full, any deposit(s) paid by customer to Connecticut Screen Works, Inc. within 10 days of cancellation or rejection. At no time shall Connecticut Screen Works, Inc. be held accountable or liable in any way for the cancellation or refusal of any order placed.

Cancellation of Order by Customer...

Customer may cancel orders for standard in stock items anytime prior to shipping. Once your order leaves our dock you must follow the return policy below. Orders for special order items, drop ship items or any manufactured, or cut to size items cannot be cancelled for any reason after 72 hours from the time of order placement.

Back Orders...

Any standard stock item that does not ship within our normal lead time (stock to 15 business days) -or- any part of a standard stock item order that does not ship with a partial order shipment is considered a back order. Back orders may occur at anytime and for a variety of reasons. We will not contact you with regards to back orders unless we are aware of an extended or unusually long restocking schedule. Please be aware that we handle all back orders as follows:

- Standard Stock Items that do not ship within the standard lead-time: Your order will be automatically placed on back order after the standard lead time passes and will remain on back order for a maximum of 60 days. Items that do not return to stock status after this time will be cancelled. You may cancel back orders for standard stock items at anytime prior to shipping. To cancel a backorder simply contact our office by email or by phone. Please have your order number ready when calling. You may also request that we keep your back order active past the 60-day cancellation point in cases of unusually long restocking schedules. Since we fill back orders from oldest to newest, it is wise to keep back orders active - once you cancel an order your order will be placed at the end of the back order list if you reorder. We will confirm all cancellations by email to the email address submitted with the original order. 

- Partial shipments of Standard Stock Items: Your packing slip will indicate what items are on backorder. These items will remain on backorder for a maximum of 60 days. After 60 days we will consider the order "complete" and cancel the backorder. You may cancel back orders for standard stock items at anytime prior to shipping. To cancel a backorder simply contact our office by email or by phone. Please have your order number ready when calling. You may also request that we keep your back order active past the 60-day cancellation point in cases of unusually long restocking schedules. Since we fill back orders from oldest to newest, it is wise to keep back orders active - once you cancel an order your order will be placed at the end of the back order list if you reorder. We will confirm all cancellations by email to the email address submitted with the original order. 

Minimum Charges...

There are no minimum order requirements for off the shelf parts, full rolls of screen material, lengths of metal, etc. Minimum charges are charged for special order items, drop ship items, and manufactured goods. Minimum charges, when applicable, are clearly posted on applicable web site pages.

Shipping Charges...

Shipping charges are an additional cost and will be added to all orders. Our standard shippers are: UPS, USPS, BAX Global, BTX, and New Penn Motor Freight - we normally do not use any other shippers. Customers may arrange for the pick up and delivery of orders (also see Customer Pick-Up). Unless otherwise directed by customer in writing, we will always attempt to ship your order at the most reasonable rate and the safest method. Cost of delivery will take precedence over speed of delivery unless expressly directed by customer in writing. Safety of products shipped will always take precedence over cost of shipping. All products ship FOB Origin: Wallingford, CT 06492 and/or nearest production facility / warehouse.

Customer Pick Up...

Customers may elect to pick up their orders at our warehouse when ready. (You still must select a shipper during internet checkout) Contact our office by email after placement of your order and advise us of your order number and that you wish to pick up.  When your order is complete we will contact you AND charge any outstanding balance due to your supplied credit card. Customer pick ups are provided with minimal packaging.  Please advise up if you require transport packaging - you will be charged accordingly for these services. Orders must be removed from our property within 5 business days from the date you are notified that your order is ready. After 5 business days we will charge a storage charge of 1% of your total order cost for each 24 hour period that your order remains on our property. Storage charge(s) will be applied to your supplied credit card prior to your order being released.

Customers may elect to arrange for the pick up and delivery of their orders by a delivery service or trucking company we do not normally use. Contact our office by email at time of order placement and advise us of your order number and transporting service selected.  (You still must select a shipper during internet checkout) When your order is complete we will advise which location your order will be held at for pick up AND charge any outstanding balance due to your supplied credit card. The responsibility to make all arrangements required for pick up, transportation, delivery, etc shall rest solely on the customer - Connecticut Screen Works, Inc shall not be involved in anyway whatsoever, other than verifying the fact that your order left our facility in proper order, in situations where customer has arraigned for pick-up and/or delivery.  Orders must be removed from our property within 5 business days from the date you are notified that your order is ready. After 5 business days we will charge a storage charge of 1% of your total order cost for each 24 hour period that your order remains on our property. Storage charge(s) will be applied to your supplied credit card prior to your order being released. Responsibility for the entire pick up and delivery process, including transportation and damage problems shall rest solely and completely on customer.

Calculation of Shipping Charges / Shipper Selection...

Automatic calculation of shipping costs is not possible. Our web site, as well as our staff, cannot determine actual shipping costs until your order is fully packaged and ready to ship. Shipping cost shown during web order checkout, or estimated by our staff on a written quote, is the minimum shipping cost for shipping based upon your ship to location and estimated order weight - on that date. Exact size and weight of your order are not known until fully packages. Additionally, costs shown do not account for overall package size duties, damage insurance, fuel surcharges, etc. - all of which are additional. All additional duties will be added to your invoice.

Actual shipping cost will most likely be more than the minimum costs provided by our staff or detailed on your web order paperwork. We will, without prior notification, adjust your invoice at time of shipping to reflect proper shipping cost for your order.

Minimum shipping costs are as follows:
· UPS or USPS Priority: Minimum-shipping charge is $8.00.
· BAX, BTX, and New Penn: Minimum-shipping charge is $85.00.

We ship at the lowest rate available from our standard shippers based upon your order. At times, and based solely on your placed order, we may ship orders using a combination of our standard shippers.

NOTE: If, during web checkout process, you select an incorrect shipping method for your submitted order we will, without prior notification, adjust your selection to the proper shipping method. Any additional charges (or reduced charges) will be added (or subtracted) to (from) your order total. Example: If UPS shipping is selected for a Freight order we will change order to Freight shipping, If Freight shipping is selected for a UPS shippable order we will change to UPS shipping, etc.

Please contact our office if you would like a rate estimate or if you would like to know if your order requires "Freight" delivery. We will need to know your entire order contents and the shipping location zip code to provide a verbal or written estimate.

Packing Charge...

Packing charge(s) are an additional cost and will be added to all orders. Larger orders - by quantity ordered and by physical size will have larger packing charges added.

Minimum packing charges are as follows:
· ALL ORDERS – Minimum packing charge is $5.00 PER ORDER.
· METAL SCREEN MATERIAL – Packing charge is $15.00 PER ROLL.
· MANUFACTURE ORDERS – Minimum packing charge is $35.00.

The web store cannot automatically figure packing charges. This charge will not be displayed on your web-generated invoice. We will adjust your invoice at time of shipping to reflect the packing cost for your order. This cost will be displayed in your final emailed invoice sent after your order ships. Quotations provided by our staff will include your actual packing charge.

Cutting Charge...

Cutting charge is an additional cost and will be added to any item that is cut down from a standard stock size. We charge $5.00 per cut for each group of 50 pcs or less.

The web store cannot automatically figure cutting charges. This charge will not be displayed on your web-generated invoice. We will adjust your invoice at time of shipping to reflect cutting costs for your order. This cost will be displayed in your final emailed invoice sent after your order ships. Quotations provided by our staff will include your actual cutting charge - if applicable.

Insurance Charge...

Insurance is obtained on all orders and is added to your shipping charge.

The web store cannot automatically figure insurance charges. This charge will not be displayed on your web generated invoice. We will adjust your invoice at time of shipping to reflect the actual insurance cost for your order. This cost will be included in the shipping cost displayed in your final emailed invoice sent after your order ships.

Shipping Confirmation...

You may email to check on your order. Orders that ship UPS or New Penn will have an automatically generated email sent with all tracking information. Since most items are shipped at the most economical ground rate it could take several days for your shipment to arrive.

Liability for Errors...

We highly recommend that all customers carefully fill out our fax and/or mail order forms. Handwritten fax and/or mail order forms are submitted at the customer's own risk - we shall assume no liability or responsibility for mistakes, improperly filled orders, or delays caused by illegible information.

Damaged or Lost Products...

Be sure to inspect your order fully upon presentation by the shipper for damage or shortage prior to accepting delivery. If an order arrives damaged or short be sure to document the damage or shortage on all delivery papers while the driver is still present. If you find concealed damage after delivery, notify Delivery Company immediately. 

If you need to file a claim for damage or shortage with a carrier please do so as fast as possible. Additionally, please advise our office of the occurrence since we do track shipper performance. We will be happy to provide additional help, documentation, etc. for your dealings with the carrier.

Damaged Product Replacement...

We will not ship any replacement products without full payment. Reimbursements for damaged materials are to be paid to customer by the shipping company and not CSW, Inc.

Damaged Product Refund...

We will not ship any replacement products without full payment. Reimbursements for damaged materials are to be paid to customer by the shipping company and not CSW, Inc.

Lost Product Replacement...

We will not ship any replacement products without full payment. Reimbursements for lost materials are to be paid to customer by the shipping company and not CSW, Inc.

Lost Product Refund...

We do not issue refunds for lost shipments. Refunds for lost materials are to be paid to customer by the shipping company and not CSW, Inc.

Delivery Authorization...

We highly recommend that "Freight" orders delivered via an over the road freight company be personally accepted for delivery so your shipment may be inspected for damage (see delivery inspection below). Do not authorize delivery without your attendance. If you do authorize delivery without your attendance, either in writing or verbally, our obligation to provide a replacement order will be based solely upon the determination of the shipper's investigation if a claim for damage is submitted. It is highly unlikely that claims of damage will be honored by the shipper if you authorize delivery without your personal attendance. Freight carriers will provide you with a delivery window (from 8am to noon, etc.) for delivery at no charge. If you request, or accept, a delivery appointment (certain time delivery) there will be an additional service charge for delivery imposed  - $25.00 minimum. You will be charged for appointment service under a separate sales order by CSW, Inc.

Tail Gate Delivery...

All "Freight" orders are shipped as tailgate loads. This means the drivers responsibility is to get the load to the tailgate - not unload your freight. Actual unloading of freight is the sole responsibility of the customer - not the driver. The driver may, as a courtesy, assist you in unloading your order. The shipper may notify you, when you are notified of your pending delivery, that a lift gate truck or other means of unloading might be better than hand unloading. These services are additional cost items which are not included in the cost of delivery. If you elect to receive these additional services from the shipper you will be charged under a separate sales order for these additional services by CSW, Inc.

Delivery Inspection...

We highly recommend that orders be opened and inspected for damage in the presence of the delivery person. Each and every package and each and every item should be inspected prior to signing any acceptance papers. If you do not inspect your order at time of delivery the shippers obligation to provide a reimbursement will be based solely upon the determination of the shipper's investigation if a claim for damage is submitted. Once acceptance papers are signed it is highly unlikely that claims of damage will be honored by the shipper.

Post Delivery Inspection...

We highly recommend that orders be inspected for manufacturing accuracy as soon as possible after delivery. In the unlikely event of a production error please contact our office as soon as possible so we may initiate an internal error investigation and resolve the problem as fast as possible. In no event, will we honor a claim of improper manufacture after 30 days from date of delivery.

Returns...

Returns are accepted only under limited circumstances. No products will be accepted for return except defective products and returns authorized in the sole and absolute discretion of CSW, Inc.  Nothing is accepted without a return authorization number. Contact our office by email for this number and return shipping address prior to return. We will inspect all returned items. Used, damaged, or non-resalable items will not be accepted for return. A 20% or $25.00 (whichever is greater) restocking charge is assessed on all accepted returns. Return order refunds normally take 2 weeks to process.

Original shipping costs (out bound), packing charges, handling charges, and cutting charges are non-refundable.

Return (in bound) shipping costs are the sole responsibility of the customer whether or not customer has accepted or refused delivery.  We are not, in anyway, responsible for lost or damaged items during transportation. To reduce the risk of return problems use only quality shippers such as the original delivering services. Be sure to insure your package contents in the event of loss or damage and request proof of delivery service with signature. Save all shipping paperwork until your refund arrives.  In situations where customer has refused delivery we will automatically deduct all shipping, cutting, packing, handling, and restocking charges, as well as an additional special handling charge of $10.00 from any refund that is due. (also see 4 below) Refused order refunds take 6 to 8 weeks minimum to process.

Special order, drop ship, cut to size, and manufactured items are non-returnable except as a result of damage in transit.  Any item with an item number, including but not limited to those, ending in "-M" or "-SO" are a special order, drop ship, cut to size, or manufactured item. Since most of our products are custom made to your specifications please be sure of your order before placing it. In situations where customer has refused delivery of a special order, drop ship, cut to size or manufactured item(s), we will charge you the return shipping cost(s) and an additional re-handling charge. Refunds will not be authorized. 

In the event of a mistake on our part you will not be responsible for return shipping or restocking charges.  Please contact our office by email in such event.  We will, after return inspection, issue a credit, refund, or replace the item(s) in question whichever you request.

All sales are final after 30 days from the date of shipment from our facility.

All refunds are made by check from our corporate headquarters.

Modification and Tolerance...

Measurements supplied by you when ordering are not modified by CSW in any way. This means: what you order is what you will receive. Standard tolerances: + 0" to - 1/8".

Screen Materials - Other Information...

Full rolls of screen material are almost always as stated - 100 foot, 500 foot, etc. continuous running length of  product. Rolls may, at times, contain 2 or more sections of material totaling over 100'. This splicing occurs during the manufacturing process which we have no control over nor are we aware of which rolls are continuous or spliced. Spliced rolls are not considered defective or incorrect in anyway nor will they be excepted for return. 

Strand splicing occurs in almost every roll of screen material. This occurs during the manufacturing process which we have no control over nor are we aware of which rolls have strand splicing or where it may exist within a roll. Rolls with strand splices are not considered defective or incorrect in anyway nor will they be excepted for return. 

Out of line fill strands may be present in coated stainless steel materials. This occurs during the manufacturing and coating process which we have no control over.  These rolls are not considered defective or incorrect in anyway nor will they be excepted for return. 

Price Quotes...

No information provided by Connecticut Screen Works, Inc., it employees, representatives, associates, or any other person or business acting on our behalf or at our request is a "Quote" and is in no way to be assumed or interpreted to be a "Quote". This includes email correspondence, conversations, discussions and any or all other method of communications.  Price quotes are actual hard copy documents and are only issued after a customer has requested a price quote. Additionally, we do not issue quotes for orders that can be placed through the web server and total under $1000.00.

Our Quality Control plan requires that all quote requests be placed in a written and uniform fashion. These policies are in place to help reduce or eliminate the chances for quoting mistakes or production errors that cause inconvenience for you, the customer, and CSW, Inc. Our policy reads, in part, "All manufacture quote requests shall be submitted in a written and uniform format by means of our prepared quote request form(s). Written manufacture quotes shall not be issued for verbally submitted requests."

After placement of your quote request, you will receive a hard copy "Price Quote" for your review via email, fax or mail.  "Price Quotes" normally expire within 30 days from date sent by us as listed on our server. Shipping and packing charges may be estimated on price quotes and will be adjusted at time of shipping to reflect actual shipping and packing costs required. Our quote will contain all required ordering information.

Internet Sent Quotes...

The original hard copy "Quote", located in our in house files, shall prevail in any and all situations in the event of mistakes, attacks, hacking, or other similar or dissimilar malicious or non-malicious acts of vandalism or accident which cause an internet sent quote to be incorrect or inaccurate in anyway.

Sales Receipts...

No confirmations, receipts, acknowledgements, etc. are sent by normal ground mail services. Please remember: Your computer generated sales statement / invoice supplied at time of web order placement, your emailed sales confirmation and the packing slip provided with shipment may not reflect the total cost for your order. Prices indicated on these forms are adjusted at time of shipping to reflect order minimums for manufactured screens (if applicable), cutting charges for stock or other frame materials (if applicable), packing charges (all orders), and actual shipping costs (all orders). Manufacture orders will be adjusted to reflect total items ordered (for multiple item orders) and corrected if cost information has been entered inaccurately (quantity entry / UI cost mistake). Sales tax will be added to all orders as required by state law(s). Your final sales receipt will normally arrive by email within 8 to 14 days from the date of your orders ship date - by email. Please be sure your entered email address is correct. We will not research or re-attempt to send undeliverable or returned emails.

Special Materials Policy...

Policy requires that we allocate production use of Special materials in full roll units only. Remaining, usable, portions of these rolls are forwarded with your order for your future repair needs.

A "Special Material" is any material listed as "special order" on our insect screen materials page. If you have any questions please contact our sales staff prior to placing your order or quote request.

Customer Supplied Materials Policy...

We allow customers to provide their own specialized screen materials for installation into frames that we are manufacturing. Our staff will install your material provided the following policy provisions are adhered to. These provisions are firm and apply to all customers.
1) Your material cannot be a material we sell or stock.
2) You must provide a 3 foot square sample of the material for approval and labor quoting with your projects quote request.
3) Our staff will advise the sizes and amounts you will be required to provide.
4) You must secure purchase of materials and inbound shipping to our warehouse.
5) You must submit a custom screen material form with your order placement.

Unused portions of any customer-supplied materials will be returned with your manufacture order. If you have any questions please contact our sales staff prior to placing your order or quote request. 

Customer Privacy...

Information gathered by us during the order process is used exclusively by our firm to fill your order and to track sales trends. We do not sell, trade, or in any other fashion share customer information with any other business, solicitor, etc.

- Credit Card Information: Credit card information is held as long as required to complete your transaction. You will need to resubmit your credit information each time you place an order.

- Email addresses: Your email address is used only as required to fulfill your order or question. We purge standard customer email addresses every 180 days.

- Hard copy transaction files are destroyed after 5 years while electronic master files are held indefinitely for warranty purposes.

- Hard copy quotation files are destroyed after 60 days while electronic master files are held indefinitely.

Wholesale Customers: Please review your informational packages for additional specific information that relates to you and our use of your information.

Liability & Responsibility...

Customer agrees to indemnify and hold harmless Connecticut Screen Works, Inc. and its employees from and against any and all claims, demands, actions, causes of action, costs, expenses, and attorneys fees arising out of or in connection with any and all injury, including death, to any person or persons, any and all damages to or loss of any property, and any and all other damages recognized at law or in equity, caused by or resulting from in whole or in part, any act(s) or omissions, negligent or otherwise, of customer. Customer shall take no court action against Connecticut Screen Works, Inc. or its employees, should customer fail to follow common safety practices. 

Collections / Delinquency...

CSW, Inc. shall, at our sole discretion and without warning to customer, initiate collection action at customers expense to collect on delinquent accounts or non paid sales. Returned checks, non-honored checks, unapproved or refused credit cards, successful chargeback actions and any and all, fees, fines and additional collection costs incurred by CSW, Inc. are the sole responsibility of customer and customer agrees to pay these debits in full. In the event that your credit card or check payment is not honored by your issuing bank - for any reason - we will contact you for immediate payment. If you fail or refuse to pay any outstanding amounts owed to CSW, Inc. we will initiate collection action without any notice to you. In the event that you refuse the delivery of a special order, drop ship, cut to size, or any manufactured item (for any reason other than damage) you will be held responsible for all additional shipping, handling, and storage expenses (see Returns also). If you file a chargeback claim through your credit card issuer after refusing the delivery of  a special order, drop ship, cut to size, or any manufactured item (for any reason other than damage), we will initiate collection action without any notice to you. Customer agrees, in all cases, to pay all costs, interest charges as well as any and all reasonable costs associated with collection efforts by CSW, Inc. Interest shall be charged at the maximum amount allowed by law on any outstanding balance. CSW, Inc. reports credit activity to credit recording firms through our collection agency.

Controlling Law...

The validity, construction, and enforcement of the purchase agreement between Connecticut Screen Works, Inc. and Customer shall be governed and interpreted under the laws of the State of Connecticut. In the event that the applicable law prohibits enforcement of any section, term or part of this document, as written, then it is agreed that only the applicable section, term, or part of this document in question shall be modified to provide the maximum indemnification and relief to Connecticut Screen Works, Inc. and all other parts, sections and terms of this document shall remain in full effect. It is agreed that the State and Federal courts located in New Haven County Connecticut shall have exclusive jurisdiction to settle disputed matters with respect to this document, and any and all other matters between customer and Connecticut Screen Works, Inc.. In all matters, the transaction between customer and Connecticut Screen Works, Inc. is agreed to have taken place in New Haven County Connecticut.