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How
to order – and other important questions
How
can I place an order?
- By
toll-free phone: (800) 799-8301 (within US and Canada)
8 AM to 4 PM, Eastern Standard Time. At other times,
our voice mail will provide the chance to leave a targeted
message.
- By
international phone: (716) 877-9518, 8 to 4 PM, Eastern
Standard Time
- By
e-mail: goto@wildco.com
- By
toll-free fax: (800) 799-8115 within US and Canada,
24 hours a day
- By
international fax: (716) 874-9853, 24 hours a day
- By
mail, the old-fashioned way, sent to: Wildlife Supply
Company, 95 Botsford Place, Buffalo N.Y. 14216
How
do I place my first order?
- When
you call in your first order, please let us know that
you’re a new customer. Our representative will be glad
to assign you a Customer Identification Number.
- We’ll
be glad to accept your Purchase Order if you’re an
educational institution or government agency in good
standing within the US and Canada. In these situations,
please submit three credit references.
- If
you place your first order on-line or by fax, we will
automatically assign a Customer Identification Number
when we enter the order.
- Then
it’s all over – but the sampling.
How
do I purchase custom or made-to-order products?
- Our
customer service representatives specialize in designing
the custom samplers that meet your specific needs.
We have a full engineering staff and machine shop and
can construct nearly anything you need, particularly
custom plankton nets, custom dip nets, custom box corers,
and custom water bottles. Since we manufacture nearly
all of our samplers, making changes or additions is
a simple matter in most cases. Production times do
vary so please ask your customer service representative
for exact time frames.
- Custom
products are non-returnable (unless our error) so please
call (800) 799-8301 with any questions.
- We
select one customer-service representative to serve
as a contact point between you and Wildlife Supply
Company. This way, someone will understand your needs
and be able to work closely with you to get the products
you need.
- We
also offer an automated program on this website to
allow you to customize plankton nets to meet your needs.
- Customized
product specifications and drawings are kept on file
for at least three years after your order date, allowing
you to easily reorder from Wildlife Supply Company.
What
are your terms and conditions of sale?
Is
your on-line order form secure?
- Order
without fear! As is good business practice, we use
SSL encryption to protect your order information. Your
data is automatically encrypted, keeping it private
and protected. And, we may add, we do NOT sell our
mailing list to any other firms.
Do
you have representatives who can visit me?
- We
consider our catalog to be our representative. As a
small manufacturer, we do not use sales representatives.
On the plus side, this keeps our pricing realistic,
since we have eliminated that source of high overhead.
- We
DO have a very fine team of customer service representatives,
including aquatic biologists, engineers and educators.
We hope to serve you so well over the phone you’ll
feel you know us.
- And,
indeed, you might – since we attend many trade shows
throughout the industry, chances are we’ll meet up
with you one of these days.
- Please
note that our owners are always interested in finding
enthusiastic dealers overseas. We welcome visits from
such potential partners and would be glad to visit
you to learn more about you.
Can
I use the toll-free number outside the U.S. and Canada?
- Sorry,
the toll-free number (800) 799-8301 can only be used
inside the U.S. and Canada. For all other phone calls,
please use (716) 877-9518. Remember, we’re here from
8 AM to 4 PM, Eastern Standard Time. At all other times
you’ll get our voice mail with many options for leaving
a message.
- For
international sales, please contact Sarah Bell, our International
Sales Manager, at (716) 877-9518 ext. 14.
What
if I don’t speak English?
- For
a small company, we’re surprisingly multi-cultural, if
you’re willing to wait for us to bring our workers to
the phone. At this time we can speak with you in Ukrainian,
Vietnamese, and Lao.
- For
international sales, please contact Sarah Bell, our International
Sales Manager, at (716) 877-9518 ext. 14.
Can
I get a sample?
- First
of all, we will gladly send a free swatch of Nitex fabrics
to any customer interested in a custom net. With so many
mesh sizes available, it can be difficult to determine
just which is best for your project.
- It
may be possible to send a sample of certain items on a
case by case basis. Please contact us by phone, fax or
e-mail for more details.
How
can I obtain credit from Wildlife Supply Company?
- Wildco
accepts purchase orders from educational institutions
and government agencies in good standing within the
US and Canada only. All other orders must be prepaid.
We accept Mastercard, Visa, American Express, money
orders, checks, COD (at additional charge) and wire
transfers.
Do
you provide NAFTA certificates?
- We
provide NAFTA certificates for those products that qualify.
For further information, please e-mail Sarah Bell, International
Sales Manager at goto+export@wildco.com.
- Can
I place a blanket order? I order the same items frequently.
We would be glad to ship to you at regular intervals.
All you would need would be one purchase order, with the
requested ship dates and quantities clearly specified.
This can save both of us time and inventory space. We’ll
be glad to be on your schedule.
Can
I order products not listed in your catalog?
- Wildlife
Supply manufactures most of the samplers in our catalog.
We may not be the best source for other items. We are
not a general equipment provider – we have our own
special niche. However, if, you are looking for a product
similar to one in the catalog, give us a call! If we
cannot manufacture it, we will point you to the place
you can find it.
If
I place an order now, when will it ship?
- Hopefully,
exactly when you need it. We stock most items for just
such emergencies. If you place your order by 1:30 p.m.
E.S.T, it’s on the way to you by the very next day in
most cases.
- Need
it even faster? Our priority ship methods include overnight
or second-day. Please give us a call – we’ll be glad
to research the possibility of priority shipping and
quote the approximate additional cost.
When
can I expect to receive my shipment?
-
Most shipments within the continental US arrive 2 to 7
working days after the order is placed. Canadian orders
tend to arrive in 5-10 working days.
- In
a real hurry? Use overnight or second-day delivery. For
an additional charge, you can choose between next day
and second day options, if ordered before 1:30 p.m. E.S.T.
What
happens if my shipment is considered hazardous?
- We
won’t say never, but this situation is certainly very
infrequent. In those rare instances when this may apply,
we will gladly fax Material Safety Data Sheets (MSDS)
whenever requested.
How
can I obtain technical support?
- Come
here to ask questions about our products – their uses,
advantages, disadvantages, components. We have a knowledgeable
team of aquatic biologists, engineers, educators and
product managers to answer your questions – or find
the answers. Simply contact us!
- Because
our products have been around since 1938, there is
quite a body of literature regarding their use in field
research. We’ll be glad to pass on what we know. Or
to learn something new from you.
- Also,
we have posted Frequently Asked Questions about our
products right here on this
site!
What
are your shipping terms?
- Orders
are shipped FOB our plant in Buffalo, N.Y. or factory,
at our discretion, unless otherwise agreed to by Wildlife
Supply Company. We generally prepay and add shipping
charges unless you request otherwise.
- We
also ship to Canada and other international destinations
and will gladly supply a freight quote if requested.
We regret that we cannot be responsible for customs,
duties or additional taxes that may be charged. See international info
for more details about overseas shipping.
- Please
note that shipments to Canada may require additional
customs charges and delays. In such instances you may
wish to contact our Canadian dealer, Hoskin
Scientific.
Do
you ship to locations outside the U.S?
- We
have many international customers and appreciate the
opportunity to quote on your overseas needs. Please
note that we cannot be responsible for customs, duties
or additional taxes that may be charged.
- Before
ordering, please contact Sarah Bell, International Sales
Manger, at goto+export@wildco.com.
She will determine if shipment to your destination is
feasible at a competitive freight rate.
- Please
note that shipments to Canada may require additional
customs charges and delays. In such instances you may
wish to contact our Canadian dealer, Hoskin
Scientific.
What
if my order is damaged in shipment?
- We
take great care in manufacturing, filling, testing
and packing your order. However, mistakes will always
be made. If a damaged shipment is received at your
facility, we recommend refusing delivery. If delivery
is accepted, please note the damage on the delivery
receipt and obtain an inspection report from the truck
line immediately. Then call us for a replacement shipment.
What
if I need to return an item or have it repaired?
- It
doesn’t matter how long you’ve had it – chances are
we can fix it. Because these products have been used
in the field since 1938, many of our parts and procedures
have changed only slightly. This means it’s likely
we can repair a sampler - even if it’s obsolete.
- Please
call to describe the problem. Faxed drawings and photos
are always a help. We’ll fax back a free estimate,
including labor and parts costs and a realistic turnaround
time.
- To
return an item, please call first for a return number
(RMA). Place the RMA inside and outside the shipping
box. There will be no charges when the error is ours.
- Return
the item to us via a traceable method (UPS or Fedex
preferred) for your protection. We will be glad to
help you determine which ship method to use.
- To
reduce the chance for confusion, returns are only accepted
within 30 days of purchase. For this reason, please
look at your purchase promptly upon receipt.
- We
cannot accept returns on Made-to-Order products, product
modifications, and custom products unless our error,
since we cannot sell these items to others.
- We
reserve the right to apply at least a 20% restocking charge
to any returned products except those resulting from our
error, based on invoice cost plus shipping. As a small
manufacturer, we adjust our production to meet the specific
needs of customers. Returned items often mean other customers
have had to wait.
- We
make every effort to work with you if our product does
not meet your expectations. Most of our customers have
been customers for years. We’re in this for the long
haul.
Do
you have a restocking or return fee?
- If
the mistake is ours, there is no charge to you. We will
move heaven and earth to correct our error. However, if
the mistake is not ours, we reserve the right to apply
at least a 20% restocking fee.
- This
is because we often adjust our production schedules
to meet customers’ specific deadlines. If you order
something and then change your mind, this may mean
other customers have had to wait.
- However,
you will always find us interested in resolving all
problems. We want you as our customer for life.
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