(859) 291-3800Bellevue, KY
Frequently Asked Questions
How long will it take for my order to ship?
Orders are typically shipped within 2-4 business days (M-F) of receiving the order.
The website states there are no shipping options.
Shipping is calculated on the cart page. You must enter the Country, State, and zip code you are shipping to and click calculate shipping for the shipping options to appear. The system should choose the cheapest option first but you must click the button next to the shipping option you would like before proceeding to the check out page. See click link below to view images for additional help.
Website Cart Page
What are my shipping options?
We ship by United States Postal Service and UPS.
The pricing given for shipping is just a quote, we have done our best to get the freight quotes as accurate as possible but we cannot give an exact price until the order is packaged completely. Freight is adjusted before we complete the charge, we cannot charge you more than the amount you approve so it is important that we are approving enough to cover the shipping costs.
What are my International Shipping Options?
We ship by United States Postal Service and UPS, pricing given a quote and your totals will be adjusted before we process the payment.
Thompson Enamel is not responsible for any shipments sent out of the United States without insurance. The customer is responsible for the expense if any items are lost or damaged during transit will be at the.
If you choose USPS Priority Mail Express $200.00 of insurance is included. We recommend this option.
Customers receiving international packages are responsible for all duties and taxes, these are not included in the shipping charges.
All out of the country orders are subject to a processing and handling fee of $5.00.
Why does shipping seem so high?
The pricing given for shipping is just a quote, we have done our best to get the freight quotes as accurate as possible but we cannot give an exact price until the order is packaged completely. Freight is adjusted before we complete the charge, we cannot charge you more than the amount you approve so it is important that we are approving enough to cover the shipping costs. After you complete the order items cannot be added to your order. Please verify that your order is accurate before submitting.
What do you do if we order something and you are temporarily out of stock?
Any out of stock items will be cancelled from you order. Your credit card will only be charged for the items in stock and the actual shipping charges.
What if my order is damaged in transit?
We are not responsible for damage caused by the carriers. Please be sure all address information is correct and complete. If a package is returned to us due to incorrect mailing information, the fee and any further shipping charges will be charged to your account.
What is your return policy?
Upon receipt of your order please inspect contents and notify us immediately of any discrepancy or damage by calling one of our sales representatives for a return authorization at 1-859-291-3800. This will allow us to serve you in a more efficient manner. We can replace, exchange or refund any purchases which are incorrect, damaged or defective in any way. Refunds are subject to a 15% restocking fee. MUST BE REPORTED WITHIN 30 DAYS OF RECEIPT OF ORDER. We cannot accept returns of Books, DVDs, and VHS.
What method of payment can I use when ordering?
We accept MasterCard, Visa, Discover, and American Express.
How safe is my credit card information?
Our secure server uses 256 bit encryption, the level of security that most banks use in their online transactions. We do not store your credit card number you enter via the website on our servers, we never have access to it. The information is transmitted directly to our bank who protects it with industry tested bank level security.
How will I know you received my order?
We will update your order with a note, letting you know we received the order.
What will you do with my private information?
We never share your personal data with any individual or company. We keep it confidential. We reserve the right to send you promotional emails or direct mail from time to time.
Do you guarantee pricing?
We do not have a price guarantee. Prices are subject to change without notice.
What if I need technical help?
You can find a variety of tips on our “HELP” page. Our technician is also available by phone at 859-291-3800 during business hours; Monday – Friday 8:00 AM – 4:30 PM Eastern Standard Time. The technician can also be reached via email at email@example.com.
How can I register for classes?
Classes are held at the W.W. Carpenter Enamel Foundation, click the link or call 859-291-5901 to find out more about workshops/classes.
We have limited quantities of color charts available; these are the older color charts. We are still working on updating the color charts and catalog, if you would like a catalog without a color chart you may download the new catalog via the website!