WORKING TOGETHER
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We pledge to be the best partners we can be and we’re committed to servicing you with integrity and responsiveness to help make your job easier.
Our seasoned team of industry experts is at your service with one goal in mind – your success.
Your primary contact is your Area Sales Manager. They will work with you to help grow your business by sharing product knowledge and industry expertise, and assist you in becoming more successful and more profitable.
// Customer Support and the Order Process
Our Customer Support Department provides you with product information, receives and processes all orders, and assists in handling repairs and returns.
Hours of Operation
8:00 am – 8:00 pm
Eastern Time, Monday - Friday
Contact Information:
altacustomerservice@custombrandsgroup.com
800-669-6333
eORDERS
eOrders provides much more than just a means to place orders. It is also an essential business management tool that allows you to:
— Place orders
— Generate quotes for customers
— Receive immediate order confirmations
— Compare prices of same size products
— Check order status anytime day or night
— Track shipments
— View your discounts
— Manage your orders by product type and sales person
— Manage your profit margins
If you haven’t already signed up, you can self-register online.
Go to altawindowfashions.com, click on Dealer Login at the top of the screen, then Create an Account using your account number. For questions and additional information, please contact customer support at 800-669-6333. Press #1 for customer support, then #4 for eOrders.
Your Area Sales Manager will be happy to conduct one-on-one training for you and your sales staff.
PHONE ORDERS
Call 800-669-6333
• We are always happy to receive your order, whether placed by telephone or by fax. Our phone order desk has been equipped with recorders to help ensure accuracy.
PLEASE NOTE: The customer is responsible for the accuracy of all orders placed by telephone.
• Customer Support will enter your order into a set computer format, so please let them guide you through the process. Our system requires that we enter and read back your account
number first.
At the end of each order, the Customer Support Representative will read back the order to be sure that the requested blind/shade specifications and options have been entered.
FAX ORDERS
800-316-6076
• All fax orders are entered within 24 hours of receiving, excluding weekends. Weekends may take up to 72 hours.
• Faxed orders that are missing information will be put on hold.
— We will email, fax or phone you to advise of any issues that need to be resolved.
— Orders are not valid until all pertinent information has been received.
• Fax Order Confirmations
— Order confirmations can be received via email (preferred)
or via fax. Confirmations are sent for all orders placed and
orders on hold. For this service, you must have a dedicated
fax telephone line. Contact your Area Sales Manager or
Customer Support to get set up for your selected method
of receiving confirmations.
EMAIL ORDERS/CONTACT
You may email orders or contact Customer Support
using the following email address:
altacustomerservice@custombrandsgroup.com
ORDER COMPLETION DATE
Each order is assigned an estimated completion date at the time the order is placed into our system. This date is automatically calculated based on the current production schedule and may be subject to change.
TO CHECK ORDER STATUS
Log in to eOrders and you can check order status any time, day or night. You can also give us a call and check via phone prompt.
// Credit & Collection Department
Credit Department Hours:
9:00 am – 7:00 pm
Eastern Time, Monday - Friday
•The Credit/Collection Department establishes all customer
payment terms based on financial information provided on
the Credit Application you submit to us.
• We currently offer the following payment/terms:
— Auto A/R – can use a credit card or checking account for
payment method. Any invoice that has shipped will be
combined with open credits on your account and the net
amount will be charged automatically. This is the most efficient
method because your orders are not reviewed for credit.
— Open Credit-Prox Terms – can use a checking account for
payment method only - no credit cards. Invoices that are
dated the 1st through the 15th of the month are due on or
before the 10th of the following month. Invoices that are
dated the 16th through the 31st of the month are due on or
before the 25th of the following month. This method is also
efficient as long as you do not have past due invoices.
— Prepay – can use a credit card or checking account. Once you
submit an order, we charge your card or account on file and
release the order. The pre-payment method takes up to 24
hours after placing the order before it is released to the plant.
E-INVOICING AND E-STATEMENTS
• All invoices are sent via email when the order ships. For Open Credit-Prox Terms customers, the monthly A/R statement is also sent via email.
PAYMENTS
• When paying an invoice, please indicate the customer account number on the check and include remittance advice to ensure that your payment is applied accordingly.
• Online billpay may be available. If you’re interested, contact the Credit Department to discuss.
// Repairs/Remakes and Cancellations
REPAIRS
• Prior to sending blinds/shades in for repair, please contact
Customer Support to ensure that your repair will be properly
identified and processed. The appropriate information will
be taken and entered into our system and a repair number
will be issued immediately.
— To prevent freight damage, pack blinds securely.
— Please write the repair number on the outside of the box
for easy identification.
— If the product is not returned, the claim will be canceled.
— We will complete the repair within 48 hours of date received (depending on availability of material).
REMAKES AND REQUESTS FOR CREDIT
• To process your request for remakes, please complete the online remake form here.
• Remakes will be scheduled for production and shipment within
72 hours of the date the claim is approved (excluding out of
stock materials or specialty blinds.)
• To process your request for credits, please call or fax the following
information into Customer Support:
— Your original sales order reference number
— Your account number
— The reference number of the blinds(s)/shade(s) for credit
— Detailed reason for the request
Please Note: Credit(s) that have been approved will be
posted to your account prior to the next billing period.
RETURNS (may be required for quality purposes)
• It may be necessary to return the product for inspection.
— Customer Support will issue you a Return Goods
Authorization (RGA) number for that particular claim
and will help make arrangements for the product on
your claim to be returned.
— For easy identification, please write the RGA number
on the outside of the box.
FREIGHT DAMAGED ORDERS
• Time is of the essence for orders that are received with Freight Damage. Many carriers will not honor claims that are made later than one week after delivery. Contact Customer Support immediately so that we may issue credit to your account and file a claim with the carrier.
CANCELLATIONS
• Because production may begin as quickly as 4 hours after
receipt of your order, if it is necessary to cancel an order,
please do so immediately.
— Once production has begun, the order cannot be changed
or canceled.
— Once status verification of an order has been determined,
and if production has not started on your order, you will
be issued a “Cancellation Number.” You should keep that
number and the name of the Customer Support
Representative you spoke to on file. Any order without
a cancellation number will be your responsibility.