Frequently Asked Questions (FAQs)

Gratz Industries FAQ

How will I receive my refund?

Refunds are issued in the original form of payment. Please note that a refund issued to your credit or debit card may take up to two weeks to be acknowledged by your financial institution.

Will you repair my item, or replace it?

Repair is always our preferred course of action. However, if after evaluating your item it is deemed not repairable, you may need to replace your product. Repairs are made to preserve the strength and integrity of the product. Based on the amount of labor involved, some repairs may incur a charge. You will be notified if this is the case prior to any work being done on your item. If your damaged product requires replacement, please be advised we cannot also return your original product to you.

Where are your products made?

All assembly and shipping occurs within our workshop in Philadelphia, Pennsylvania. 80% of all materials and components are sourced within Pennsylvania and New York City. We hand craft many of our products starting the day after the order is processed. Expect lead time to vary on where we are in the production schedule. We will do our best to inform you of your lead time at the time of your order. 

What if my order is damaged in shipping?

Please examine condition of cartons before signing delivery receipts: Our products are thoroughly inspected and carefully packed before leaving our facility. Should you receive products in a damaged condition apparent or concealed, claims for damage must be made writing within 5 days of receipt of goods. If damage has occurred in shipping all packaging must be retained by receiver. Take lots of clear, well lit photos of the packaging prior to opening and any damage to the equipment. Include photos of each side of the box including shipping label is required. Failure to do so may invalidate any claim.

Apparent Damage: Should visual inspection upon the receipt of a shipment show damage, it must be noted on the delivery receipt and signed by both you and the driver. Failure to do so will result in the carrier refusing to honor your claim. Retain all packing materials and notify carrier within immediately that you wish an inspection report made.

Concealed Damage: When damage is not apparent until the product is unpacked, then a claim for concealed damages must be made immediately. Retain all packing materials and notify carrier that you wish an inspection report made so you can proceed to make claim against carrier.

Damage or Defective Items: If you receive a damaged or defective item, contact a Customer Service Representative as soon as possible at 1-215-222-1225 or 1-800-930-9900. Please supply the Representative with your order number and item number from your original confirmation e-mail that we sent you. We'll make every effort to replace the item promptly.

Wrong Item: We apologize if an item you receive is different from what you originally ordered. We would like you to contact us before returning your item, so that we ship the correct item promptly. Before you call, please have your order number available. In addition, please be prepared with a detailed description of the difference between the item you ordered and the item you received before contacting us.

Will I be charged sales tax?

We are required to charge sales tax on the merchandise & shipping total for items shipped to New York State addresses unless a valid resale certificate is presented at time of order. Sales tax will not be charged on orders shipping to non New York State addresses.

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