Customer Service Policies

HOW TO ORDER VIA PHONE OR FAX:

CALL 1-800-321-5336 or FAX: 1-800-634-4035

Diamond Products Ltd. does not sell direct.  You must have an established account to place orders directly.

The Customer Service Expert Will Need:

  • Company name and billing address
  • Shipping address, if different
  • Email address
  • Your Purchase Order No. and/or name
  • Your Diamond Products Customer No.
  • Date Needed
  • Resale, Tax or other special situations
  • Special Instructions
  • Product(s) desired:

Order Example:

Quantity Catalog # Description
1 12462 4” X .250 Standard Gold Dry Tuck Point Blade
1 01789 M-1 with CB748 Complete Combo Rig

FREIGHT POLICY:

Freight is paid on orders that include the following:

  • Three or more pieces of complete equipment (shipped within the continental U.S. is freight paid including FastCut® saws, hydraulic hand saws, CB500 hand held motor, Weka® hand held drill motors and hydraulic/pneumatic hand held motors. Applies to hand held motors only - not mounted motors. Parts not included)

  • Diamond blades, bits and abrasive orders totaling $500.00 or more net. (freight paid via ground or truck -excluding carbide core bits and threaded caps and barrels. Premium shipping (i.e. 2nd day or overnight is always charged.)

  • Diamond blade, bits and abrasive orders totaling $950.00 or more net that include equipment parts (freight paid via ground or truck. Parts on the same order will be freight paid but must have the $950.00 in diamond tools included. Factory freight fee is waived under this guideline. This does not apply to: transmissions, motors or engines, hydraulic pumps or fuel cases. This also does not apply to equipment parts from our Nampa, ID facility.)

    Other Freight Policy Details:

    Equipment being picked up or shipped from a warehouse is subject to additional freight charges. Equipment parts are charged freight. Shipments to Puerto Rico have a minimum of $4,000 (abrasives), $3,000 (diamond blades and bits).

SALES TAX:

Sales tax will be charged where applicable unless a tax exemption certificate is provided.

REPAIRS:

Items returned for repair should be carefully packaged and accompanied by a Packing Slip with the following information:

  • Your company name, address, phone and email
  • List of items for repair
  • Returned Goods Authorization
  • Explanation of repair(s) needed
  • Original invoice (warranty only)
  • (RGA) number obtained from the Returns Dept or Customer Service Dept.

TRIAL POLICY:

Purchase orders are requested and full payment is expected on all trial materials. Trials will be invoiced on the basis of normal ordering quantity that the customer is expected to purchase if the trial is successful. Orders must specify the exact number normally purchased and be invoiced on that basis. Trials proving only partially satisfactory, but usable, will be credited on the basis of the value received. Trials proving completely unsatisfactory receive full credit. The efficiency of the trial performance is the decision of the customer.

REPLACEMENT/REFUND:

All catalog items returned to stock are subject to a 15% restocking fee. Non-catalog items, special order items and any item beyond two (2) years from original invoice date are subject to a mandatory 50% restocking fee. Discontinued items and/or items purchased beyond four (4) years from original invoice date cannot be returned. Items returned for replacement or refund should be in original cartons and must be accom- panied by a packing slip with the following information:

  • Returned Goods Authorization (RGA) number obtained from Returns Dept or Customer Service Dept.
  • List of items returned ·
  • Reason(s) for return(s) ·
  • Copy of original invoice(s)