Help Center

If you are ready to request a quote, feel free to request a quote though our website or contact one of our sales representatives either via phone at (800) 232-8353 or e-mail. You will receive a quote within a couple hours up to a maximum of 24 hours or 1 business day!

If you receive a quote via phone, you will be able to place your order immediately! Otherwise, we’ll call you (or you can call us!) to finalize the order and make certain that everything will work for you.

Note: If you need a formal written quote, proposal, or bid, you will need to 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, 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 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.

If you are interested to see an estimate as to your shipping cost, you can click here for UPS’ shipping calculator, click here for FedEx’s shipping calculator, or click here for USPS’ shipping calculator. We ship from ZIP code 27603 in Raleigh, North Carolina.

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

You can re-order though the Orders Tab or Link in the My Account area of our website.

If you are calling in, American Wood Vents typically keeps order information on file for two years, so you should be able to reorder 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.