If you believe your order to be short, we will need two bits of information from you in the form of an email message to firstname.lastname@example.org before we will entertain a shortage issue. First, we will need you to weigh your item, which should include the purchased item(s), the shipping box, and all packing materials (i.e. – peanuts, etc.). Second, we will need you to verify that our imprint markings are on both ends of the wire.
The weight you provide us will be compared to the weight we logged for your package at the time your order was shipped. As part of the investigation process, we will compare the weight of your order to the average weight of other orders for the same wire type. We keep an updated database containing the average weight per foot for all the wire types we sell so, in cases like this we can simply multiply the length of wire you ordered by the average weight per foot for that wire type as recorded in our database, and compare that calculated weight to the actual weight of your order. Since the “per foot” weight of electrical wire does not fluctuate greatly, this comparison will provide strong evidence as to how much product you were sent. Also, as an additional 3rd party comparison, Southwire makes the nominal weight per 1000’ of electrical cable available on its website so you can see our weight measurements are on par with those of the manufacturer. This information can be found at the following website address: southwire.com/ProductCatalog/XTEInterfaceServlet?contentKey=prodcatsheet6
The verification of our brand markings on each end of the cable ensures that you are actually in possession of the entire length of wire we sent you.
If the wire is returned to us in an acceptable condition and our imprint markings are present on both ends of the wire, we will re-measure the wire using our certified wire length counter. If the actual length of the wire is shorter than what was ordered you will be provided a full refund. If the actual length of the wire is NOT shorter than what you ordered, you will be assessed charges as outlined in our Refund Policy.
If the wire is returned to us in an acceptable condition but our imprint markings are NOT present on both ends of the wire, the following restocking fees will be deducted from your full refund:
If you have any questions about any of our policies please contact us through one of the methods listed on our Contact Us page.