Feel free to request a quote through our website, contact us by phone at (800) 232-8353, or e-mail. You will receive a quote within a couple of hours, up to a maximum of 24 hours or 1 business day! For contractors with large quotes, please allow up to 2 business days.

If you receive a quote via phone, you will be able to place your order immediately! If you request a written quote, we will email you a letter explaining your cost and options. You can request this into an order through phone or email. We may need to call you (or you can call us) to finalize the order and make certain that everything will work for you.

Written Quotes: If you need a formal written quote, proposal, or bid, please call us (800) 232-8353. We cannot complete these requests via e-mail. This is to ensure that we’re able to get all of the information that we will need. We also cannot guarantee a 24-hour-turnaround on these type of requests. If you do e-mail us regarding your situation, be sure you mention the following factors: Wood Species Needed (or at least if it will be Stained or Painted), Fit Type (self-rimming or flush mount w/surface thickness), Design/Style, and location (floor, wall, cabinetry, etc.).

If, for some reason, you need to change or cancel an order, feel free to contact one of our sales representatives either via phone at (800) 232-8353 or e-mail.

Note: If you order has already been placed into production, we may not be able to make the change that you request. For example, if your piece has already been cut, we will be unable to change the overall measurements of the vent. At that time, however, we would be able to add or remove a stain or finish from the order, as it would not yet have been applied.

We have compiled some basic information to help you know how we process your order when we have received it.

* You can request a check on the status of your Order Here.

If you have any questions, or if you need a more detailed answer regarding your order, give us a call at (800) 232-8353, and we’ll let you know exactly where it is.

• When we receive your order, we place it onto our Master Production List; a dynamically-edited document available to our entire sales, production and administrative staff. This document details the exact specifications for your order, and lets the team know that we should get ready to make it!
• Once your individual pieces have been cut, we move your order throughout the rest of the production process. Each individual piece is trackable by our sales and administrative staff.
• At the end of every day, we receive a list of orders that are being prepared for shipment; we charge the credit cards that we have on file for those orders, and then they ship out within 24 hours.
• When your order is shipped, you’ll receive an e-mail from us with your tracking number, so you’re able to plan your shipments. Typically, we ship via UPS Ground, but if you’ve made other arrangements, they’ll be reflected there.

Note: We respond to all changes within 24 hours; if you do not receive confirmation of a change to your order, please give us a call at (800) 232-8353 to make sure that we have the change.

American Wood Vents typically ships through UPS Ground, however, we are able to accommodate requests to ship using another carrier. All international shipments (except to Canada) are shipped via the United States Postal Service, and then transferred to your country’s postal service for final delivery.

Note: Due to the nature of our product (and the size), American Wood Vents does not ship to P.O. Boxes.

We want you to feel comfortable when placing your order – therefore, we promise that we will exchange or replace any vent that, due to an error on our part, does not fit, breaks within 90 days of your receipt, or is otherwise damaged by freight. However, we cannot guarantee a replacement if there is an error in your order specifications which you have previously approved. After you place your order, you will receive an invoice detailing our exact specifications, within 24 hours. If you do not receive this invoice, please contact us. We will assume that the measurements are correct and approved, if we do not hear otherwise within 3 business days. In some cases, we are able to give refunds for our orders. We will not typically grant refunds for custom orders. In the event that we do grant a refund for an order, we will need the vents returned to us in pristine, unmodified condition. We cannot grant refunds of the shipping cost, materials or labor. Depending on the size of your vent, we may charge up to a 10% restocking fee. Please be sure to read your invoice carefully, as our production department builds to the specification on your invoice. You’ll want to look over every detail of your invoice to make sure every measurement is accurate, the wood species, shipping address, etc. We cannot be held responsible for incorrect measurements that were approved.

You can re-order by calling or sending an e-mail with a request to duplicate a specific order number.

If you are calling in, American Wood Vents typically keeps order information on file for two years, so you should be able to re-order a vent within that time period. Please have the order number ready when you contact your sales representative so that we can look up your previous order.

American Wood Vents is based in Raleigh, North Carolina, and must charge sales tax for orders placed within North Carolina.

This will be reflected on your invoice. We do not, however, charge sales tax for orders shipped to any other state, or for orders sold to resellers. If you are a reseller in North Carolina, please be sure to mention this to your sales representative so that you are not charged tax. You will also be required to complete the NC E595E form for our records, available here. This form can be faxed to us at (888) 468-0239. Please do not submit this form without referencing your order number.

Your orders are also covered under the North American Free-Trade Agreement as wood products, so duties should not be charged on your order. If you live in the European Economic Community, you will be responsible for paying Value-Added Tax (VAT).

American Wood Vents accepts all major credit cards (Visa, MasterCard, Discover, American Express), as well as PayPal. All of our invoices are PayPal-enabled, meaning that you are able to pay for them in full (and automatically!) without giving us your credit card information over the phone. There is no extra charge (beyond merchant fees) to this service.

At this time, we can only accept industry-related checks, which must be mailed to us by special arrangement. We cannot offer a Net-30 service except in very rare cases. Payment is due in full before we are able to ship your order.

If you choose to pay by credit card, you will be charged by our parent company, Marine, Lee & Associates, Inc.

American Wood Vents now offers the ability to purchase credit for another customer!

To do this, we will need the name and home address of the person that you are purchasing credit for. We’ll send them a notification (either through e-mail or USPS – your choice!) and they will be able to use their credit for any type of product that they wish! To find out more, or to purchase credit, please contact one of our sales representatives.

Please note that we do not allow refunds under any circumstances for credit. This is non-negotiable.