Customer Service: West Coast Warehouse
Located on the West Coast? You'll receive your orders within 1-3 business days with our West Coast Warehouse! Here's everything you need to know about the warehouse and your fast-arriving orders!
Frequently Asked Questions:
Q: How will I place my orders?
A: You can place orders as you always have, thru the web, phone, fax or email.
Q: Who will be my main contact?
A: Your Territory Sales Rep (TSR) will continue to be your main contact. How you communicate with Gare will not change AT ALL. You will call either Kim at ext. 252, firstname.lastname@example.org; Beth at ext. 226, email@example.com; or Deborah at ext. 219 firstname.lastname@example.org.
Q: Where is the WCW located?
A: Click here for a map and directions to the warehouse.
20153 Paseo Del Prado
Walnut, CA 91789
Q: Can I pick up my orders from the WCW?
A: Yes you can! You can pick up your order the day after you place it. Pick-up hours are 9am-3:30pm (PT). Come to the main entrance where you will be greeted by staff and directed where to go for pick-up.
Q: How do I know if my orders will now be coming from the WCW?
A: If you are located in one of the following states, then you can expect your orders to ship from the WCW: AZ, CA, MT, ID, NV, OR, UT & WA.
Q: How soon will I get my orders shipping from the WCW?
A: These are the estimated times.
Q: What Products will be stocked in the WCW?
A: All our active bisque items and all new bisque items will be stocked in the WCW. The exception being seasonal items. Click here for a complete list of items not stocked in the WCW. Seasonal items will start arriving about 2-3 months before the season starts. Our Bumpy Doodles, 8 oz and Pint Fun Stroke Products, and clear glaze products will be available in the WCW, as well as our most popular accessories.
Q: What Products will NOT be stocked in the WCW?
A: Click here for a list containing the items NOT available in the WCW. These will be available to you, but shipped from the East Coast Warehouse (ECW). Your TSR will be calling you in the coming weeks to review this with you. You can also call your TSR at any time if you misplace your list. We will put this list on the web asap for you to download at your convenience. For easy reference here are the items not being stocked in the WCW:
- Bisque scheduled to be discontinued
- 4oz and Pints of Pottery Glaze Products, Surface Coats and Nontoxic Glazes
- Pebeo Products, various brushes, kiln products and accessories
Q: Will these products ever be available in the WCW?
A: If there is a demand that warrants them being carried in the WCW, yes we will stock them there.
Q: Can I still order and receive items not stocked at the WCW?
A: Yes, we will ship these items separately from our ECW (East Coast Warehouse).
Q: If I am ordering $300 worth of product from the WCW and $200 worth of product from the ECW, will I still be eligible for the $500 Free Freight?
A: Absolutely! Your order only needs to meet the $500 requirement, regardless of where it is shipping from.
Q: What if an item normally stocked in the WCW is out of stock? Will you ship it from the ECW?
A: Unfortunately, if an item is inventoried in the WCW but is out of stock, we are unable to ship it from the ECW because we need to keep our inventory for each location separate. This will also help us determine quickly the appropriate inventory levels needed in the WCW. We ask for your patience as we quickly get our inventory items up to our necessary levels.
Q: How will I be advised of what is shipping from the ECW?
A: Besides keeping your list handy, you will be getting an invoice(s) from where your order is shipping from with tracking numbers(s). This will tell you the estimated arrival date of the products and it will say where the products are shipping from. If you get two invoices and you only placed 1 order, you will know that some of the products shipped from the ECW.
Q: How soon after I submit my order will it ship?
A: You will still get excellent service and all orders will ship within 24 hours.
Q: How will I know if an item is out of stock?
A: Our "Quick Order Form" which can be found when you login, will guide you as to what is in stock. Simply go to products-quick order form-bisque. You will see items may say "Currently Unavailable". You can call your TSR to see when we expect that item to be in stock.
Q: How will I know how my orders are shipping?
A: Our same policies will apply with the new warehouse. Orders under 120lbs will ship via UPS GROUND. Orders over 120lbs will via freight carrier. If you have any delivery issues , please contact Deborah Neal at 888-289-4273 ext 19 or email@example.com.
Q: Can I add on to an existing order?
A: All add on's will be considered new orders and be subject to our order minimums and freight policies.
Order minimum is $100
Orders between $100 - $249 = 25% freight
Orders between $250 - $499 = 15% freight
Orders over $500 Free Freight - (tailgate delivery. Not including extra services such as inside delivery, liftgate, residential , etc.)
Q: When will I receive my confirmation and invoices?
A: You will receive your confirmation "Thanks A Million" email immediately after placing your web order. You will receive your invoices with tracking information the morning after the order ships. (For studios whom are a one-day ship, check your emails first thing in the morning as your delivery will be arriving the same day invoices are sent.)
Q: Who do I call to report damages or mispicks?
A: You still call us directly at Gare! Damages and mispicks should be reported to Deborah Neal at ext 19, firstname.lastname@example.org.
Q: Do I still need to order a minimum of $100, free shipping at $500, etc?
A: All of our ordering & shipping policies remain the same regardless of which warehouse your order ships from. Our Ordering & Shipping policies can be found in the back of our Bisque & Color catalog or on our website at the bottom of the homepage under the "Customer Service" section on the "Ordering & Shipping Info." page.
Q: What if I have further questions?
A: Feel free to contact your Territory Sales Representative for any questions you may have. We are happy to help!