Customer Service
Order Status
If you have a question about an order, please call us at (207) 729-4050 between 9:30 am and 7 pm Eastern Time Tuesday through Friday, or between 9:30 am and 6 pm on Saturday. We are closed on Sunday and Monday.
For online orders, you may register for an account and track your orders through our web site.
Payment Methods
In our store we accept cash, Visa, MasterCard, and personal checks with photo identification. Online, we accept all major credit cards, PayPal and Google Checkout.
Shipping
We ship by United Parcel Service (UPS) and the U.S. Postal Service.
Standard shipping delivery times east of the Mississippi range from 6 to 10 business days. Deliveries to addresses west of the Mississippi can take up to 12 business days. Shipments to Alaska and Hawaii will take longer.
Supplier Direct Shipping
If your order includes an item that is shipped directly from our supplier, that item may take longer to arrive (typically 1 to 3 weeks) and will arrive separately from other items you may have ordered.
No Shipping Outside the U.S.
We only ship to U.S. addresses. If you live outside the U.S. and decide to order with us, we will require a name and U.S. address of someone stateside who can accept the order on your behalf.
Returns and Exchanges
When returning or exchanging product, original shipping fees are not refundable. You are responsible for return shipping charges. We do not accept COD deliveries. We highly recommend you insure your return shipment. We do not issue refunds for products that never make it back to us.
Please refer to the easy-to-follow steps outlined below on how to return products.
- Be sure to check the date on your receipt. Refunds are granted within 30 days of your order.
- Ensure that the product being returned is in its original packaging (along with manuals or accessories). In the case where packaging is no longer in its original condition (ie: damaged, cut, broken), a 25% re-stocking fee will apply.
- Include your receipt with the item you are returning.
- Ship product in original packaging to:
F.W. Horch Sustainable Goods & Supplies
56 Maine Street
Brunswick, ME 04011
We'll notify you of your refund via e-mail after we've received and processed the returned item. You can expect a full refund (minus shipping and restocking fees, if applicable) in the same form of payment originally used for purchase within 7 to 14 business days after we receive your return.
Special Orders
You may special order items by phone or in store. Special orders for items that we don't normally carry may incur additional shipping charges (i.e. you pay to have the item shipped from the manufacturer).
For special orders over $100, we require a 50% deposit. You can pay the balance when you pick up your order. For expensive or unusual items we special order for you, there may be a restocking fee if you decide you don't like the item even if you return it in perfect condition. We will let you know when you place an order if a restocking fee will apply. Please think carefully before placing a large special order!
