SMG Service Commitments

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On-Time/Every-Time. Our commitment to customers is to deliver quality products when and where you need them. Turn times vary by product but typically turn in 14 business days and some products can go from order to in-hand in much shorter times. Wherever possible, we source our products from locally based manufacturers to keep turn-times and shipping costs to a minimum.

 

We believe in transparency. Should we determine, in the ordering phase that the product cannot be delivered in the requested time frame, we immediately notify the customer of available options which generally include:

·       Alternative delivery date

·       Utilization of a different manufacturer

·       Rush requests (customer is notified of associated rush fees prior to finalizing the order)

·       Product substitution

·       Order cancellation

 

In 19 years, we have never missed a delivery date. We are proud of this track record and accomplish it by taking the extra steps of confirming product availability and turn-time with the manufacturer when deadlines are tight. 

 

RETURN/REPLACEMENT Policy & Procedure

 

Our goal is to exceed our customer expectations in every way possible, and that includes ensuring they are satisfied with the products they receive. Our manufacturers are selected based on our experience with their consistent quality, service, and responsiveness to issues. They generally provide limited warranties appropriate for the product produced and we regularly review their performance and eliminate manufacturers that do not live up to their promises or do not stand behind their products.

 

Our first step in creating a positive customer experience is to ensure our customers understand the limitations of the products they order. Our expertise, understanding of the customer needs, and management of the customer expectation work to prevent dissatisfaction with the product received.

 

If a product is damaged or does not meet the quality standard for that product, a simple phone call to 503-270-7857 or email to operations@stewartmarketinggroup.com begins the resolution process. We will provide instruction on where to ship the damaged product at our expense. Note: Time is of the essence in submitting claims for defective product, so we ask that our customers inspect their product on delivery and notify us of issues as soon as they are discovered. However, we do understand there are cases when defects are not discovered on the initial inspection.

 

Issue resolution varies by product, manufacturer, and customer preference and can result in either replacement of the product, a credit, or a full refund. Stewart Marketing Group, LLC will do everything in our power to ensure our customers have a satisfactory resolution to their issues. Our motto is “In all things, do the right thing”.

 

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