Customer Service

Customer Service Contact

1-888-389-4752 Ext 101 (Toll Free)

Frequently Asked Questions

What is included in the prices listed on this site?

Prices quoted on cwimachinery.com do not include shipping charges or applicable taxes.

On our U.S. site, all prices are quoted in U.S. funds including any applicable fees or duties. Only shipping, delivery and unloading costs will be added to the cost of the goods. All delivery costs will be discussed and approved by customer prior to any transaction of funds.

On our Canada site, all prices are quoted in Canadian funds. GST or HST will be charged to Canadian customers in their applicable province. PST will be charged in Manitoba, Saskatchewan and BC. All delivery costs will be discussed and approved by customer prior to any transaction of funds.


What are my payment options?

CWI Woodworking Technologies accepts Visa or MasterCard for deposits on orders or a full transaction up to $5000.00 in value. For sales over $5000.00 we prefer bank wire transfers but will also accept a cheque or money order. Purchases paid by cheque or money order will result in a two-week delay in shipping to allow the bank to verify funds.

If there is a delay in shipping your order, due to a temporary lack of stock, for example, we will notify you immediately. We will not process your full credit card payment until the order is ready to be shipped to you unless the payment is for a deposit on a sale.

When you place an order for equipment that will be customized to your requirements, or machinery which is being manufactured just for you, a deposit or payment in full will be required prior to manufacturing. We will notify you of this prior to us processing your payment.


How do you ship your products?

We work with North America’s leading delivery providers to give you insured reliable service.

Please provide us with your delivery address and we’ll e-mail you an order confirmation, inventory status, expected delivery date and applicable shipping, delivery and unloading costs. Once customer has agreed to all costs of the purchase from CWI Woodworking Technologies and has agreed to proceed with the purchase, we will confirm payment status.

For your protection, we require a signature for receipt of the shipment at the time of delivery. On large truck shipments, the courier will call you to tell you how to obtain your order. You may need to make special arrangements for delivery by a tailgate truck, forklift, boom truck etc., depending on the size of shipment and the access to your shop. These deliveries carry extra costs so confirm arrangements with the courier service prior to delivery.

Shipment must be thoroughly inspected at time of arrival for any damage inside or outside of packaging. If any perceived damage has taken place in shipment then customer must document the damage on the Bill of Lading along with customer signature.


What if delivery service to my door is not available?

In this case, you will need to make other arrangements to pick up your order at the courier warehouse closest to your shipping address.

Delivery of large items to customers in certain remote locations may not be possible. In these instances, a customer service representative will contact you to discuss the handling of your order.


What is the cost of delivery?

Delivery cost is based on the size and weight of the order as well as the destination and speed of delivery service.

ALL COSTS for shipping and delivery will be discussed and approved by email or phone with customer prior to any transaction of funds. Normal shipping costs would include delivery to the customer’s address or the closest transport terminal for customer pick up. There may also be extra costs for tailgate truck delivery and or home delivery service if not being delivered to a commercial address.

For larger equipment where normal tailgate delivery is unavailable, customers may need to make arrangements at their own expense for forklifts, boom trucks etc to unload equipment from the delivery vehicle.


How do I track my order?


A tracking number can be provided on your e-mailed shipping confirmation along with the delivery service provider’s name and contact information. In most cases, you can track the shipment yourself on the website of the delivery service provider.

If you have any questions, call our customer service line at 1-888-389-4752 Ext. 101(toll-free) or send an email, and we’ll do our best to help.


How do I cancel an order?


Use our customer service toll-free line at 1-888-389-4752 or send an email to check the status of your order. If your order has been shipped, we cannot cancel it. If you have ordered custom machinery or machinery that is being manufactured just for you, we cannot cancel your order or payment once it has been entered into our system.


What is your return policy?

We will accept returns and exchanges of new, unused products only. The product must be in its original condition and packaging and be accompanied by the original sales receipt that you received with your shipment. The return shipment must be made via pre-paid freight.

You must notify us prior to shipping the returned product so that you can include a return authorization number with your shipment. You must also advise us of the shipping method and approximate date of arrival.

Upon receipt and inspection of your returned shipment, we will credit you via the method of your original payment for the item (e.g. If you used your credit card, we will credit your account.).


What should I do if the product I ordered arrives damaged or broken?

Inspect the shipment thoroughly and then sign the Bill of Lading that the shipment is damaged and needs further inspection.
Please contact us immediately via e-mail at feedback@cwimachinery.com or call our customer service line at 1-888-389-4752 (toll free). We will make arrangements for repair or replacement as needed.


What is the warranty on your products?


Standard warranty is for a period of five years from date of purchase on most of the CWI Woodworking Technologies products.

There are exceptions for commercial or educational use and electronic products. Please visit our warranty section for appropriate information.

We stand behind what we sell. If you need to make a claim under warranty, please e-mail feedback@cwimachinery.com or call 1-888-389-4752 (toll free) and we will make arrangements to rectify the problem.


How can I reach you with a question or comment?


We welcome your feedback regarding cwimachinery.com. Please contact us by email, or by phone at 1-888-389-4752 (toll free).