Customer Service
Welcome to Wind River's Customer Service page. We've tried to provide you with a complete list of our customers' most frequently asked questions. But if you don't see your question here, please give us a call at (877) 444-4820 any time Monday through Friday, 9:00 AM to 5:00 PM PST and we'll be happy to help you out!
Shipping & Delivery
Ordering
Products
Returns
Gift Cards
Gift Purchases
Payment Options
Registration/Mailing Lists
Data Security
Technical Support
Art Tiles
What are your shipping rates?
Wind River standard shipping rates are as follows:
Total Up To Shipping Charge
$15.00 $5.95
$25.00 $6.95
$45.00 $7.95
$65.00 $9.95
$100.00 $11.95
$125.00 $13.95
$175.00 $15.95
$200.00 $18.95
$250.00 $21.95
$1,000.00 $24.95
Standard shipping orders will generally arrive in 5-10 business days. For expedited shipping, Wind River also offers priority shipping (3-5 business days) or rush shipping (1-3 business days). For priority shipping, add an additional $10 to the shipping charges noted above. For rush shipping, add an additional $20 to the shipping charges noted above. For overnight shipping, please contact Wind River Customer Care for a rate quote specific to your shipping location.
When will my order be shipped?
Wind River tries to ship all orders placed by 1:00 PM PST Monday through Friday the same day. However, due to order volume and inventory constraints, your order may take up to 48 hours to process. If it will be delayed further, we will contact you.
How long will it take for my order to arrive?
Standard shipping orders will generally arrive in 5-10 business days, priority shipping orders in 3-5 business days, and rush shipping orders in 1-3 business days. These are general guidelines, however, and we can't guarantee that there won't be a delay with our shipping carriers.
We do understand how frustrating it can be if your order does not arrive on schedule. So, if you haven't received your order within the timeframe for the shipping option you chose, please contact us and we will do everything we can to help you track it down.
Do you ship outside the United States? What about Alaska, Hawaii, or Canada?
Wind River ships primarily to locations in the continental United States. We ship to addresses in Hawaii, Alaska, and Canada for an additional $10 fee.
Ordering
How do I order?
There are two ways you can place an order from Wind River:
1. On our website, go to the product page of the item you want, select the quantity, and click the "Add to Bag" button. On the Shopping Bag page, click the "Go to Checkout" button and follow the instructions to complete the checkout process.
2. Call us at (877) 444-4820. Please note that our Customer Care office is open Monday through Friday, 9:00 AM to 5:00 PM PST, so you will only be able to place a phone order during those hours.
How do I change my order?
You may change your order at any time before you click the final "Make Payment" button, simply by clicking the "Back" arrow on your Web browser. If you want to change your order after you've submitted it, please call us at (877) 444-4820 (9:00 AM to 5:00 PM PST, Monday-Friday) and we will do our best to accommodate your request.
How do I cancel an order?
We want you to be completely satisfied with your Wind River shopping experience. So if you want to cancel an order, please call us at (877) 444-4820 (9:00 AM to 5:00 PM PST, Monday-Friday). If we have not yet processed your order, we will cancel it. If we have already processed your order, we cannot cancel it. However, we do offer a 100% satisfaction guarantee on all of our products, so you can return the item once it has been delivered. You can also refuse to accept the package and it will be returned to us.
Do you send order confirmations?
We automatically send you an email confirmation of your order, usually within an hour of when your order was placed. If you don't receive a confirmation within 24 hours, send us an email and we will check our system for your order. Our Customer Care team answers email inquiries from 9:00 AM to 5:00 PM PST, Monday through Friday. Please provide us with your last name, your billing zip code, and the date you placed the order.
What about backorders?
Our products are sometimes backordered. In these cases you will be notified by email that the item is currently on backorder and when it is expected to be restocked. If that timeframe isn't acceptable to you, you can reply to our email and request that the backordered item be cancelled. If the timeframe is okay with you and the backordered item is part of a larger order, we will send the currently available items to you and the backordered item when it is restocked. You will not be charged for backordered item(s) until they are shipped to you.
Products
How do I search for a product?
You can search for a product in two ways:
1. You can browse through the product categories listed on the left side of your screen. (Click the product category name to see a list of subcategories, which will help you browse quicker.)
2. You can type the brand or type of product in the Search box above the product category names, and then click the "Search" button.
I received my product, and it doesn't look exactly like it does on your site. Why?
We do our best to accurately represent our products on the site. However, sometimes colors can look different on different computer monitors, depending on their color settings. Also, some of our products are hand-made, and some variation between individual products should be expected. In addition, many of our products are designed to look distressed, weathered, or rustic. This is natural and nothing to be concerned about. We think it's part of the charm and uniqueness of our products.
However, if you don't like the appearance of a product, or if there is a true defect, please return it and we will gladly give you a full refund. We want you to be 100% satisfied with your purchases from Wind River.
In your store, I find products that I absolutely love! However, I don't see them on your Web site. Am I missing something?
We are adding more products to our website all the time. But unfortunately, because our store is large and contains so many products, and because some of our products are one-of-a-kind or produced only in limited quantities, they will never be available on our site.
We can, however, accommodate your orders over the phone. If there's a particular product you've seen in our store and would like to order it, please call us at (877) 444-4820 any time Monday through Friday, 9:00 AM to 5:00 PM PST.
Returns
What is your return policy?
Wind River offers a 30-day money-back guarantee. If for any reason your purchase does not meet your expectations, please return it within 30 days of your purchase and we will exchange the product, credit your account, or issue a refund. If any products you have purchased are damaged or defective, or part of an incorrect shipment, we will contact UPS or FedEx to have them picked up. Please allow 1 to 2 business days for an item to be picked up. If you have any questions, please send us an email or call us at (877) 444-4820 between 9:00 AM and 5:00 PM PST, Monday through Friday, and speak to one of our Customer Care agents.
How can I return something I bought from Wind River?
You can return merchandise to us in two ways:
1. If you live locally, you can return the item in person to our Ellensburg store.
2. You can ship the item postage paid and insured to:
Wind River
1714 Canyon Road
Ellensburg, WA 98926
Wind River will provide a full refund, less shipping costs, as long as the item is returned in original condition within 30 days of your purchase.
What if I want to return a gift?
To return a gift, ship the item postage paid and insured to:
Wind River
1714 Canyon Road
Ellensburg, WA 98926
We will issue you a gift card for the amount of the purchase, less shipping costs.
Gift Cards
Can I buy a gift card online?
Not yet. We are currently working on adding gift cards to our website, and you should be able to buy one online soon. In the meantime, call us at (877) 444-4820 (9:00 AM to 5:00 PM PST, Monday–Friday) to purchase a gift card.
Can I use my gift card toward an online purchase?
Not yet. We are currently working on adding this functionality to our website, and you should be able to use your gift card for online orders soon. In the meantime, we can process gift card orders by phone. Please call us at (877) 444-4820 (9:00 AM to 5:00 PM PST, Monday–Friday).
Gift Purchases
Can I send a gift to someone else in addition to myself?
Not on the same order. To order a product and send it to two different people at different addresses, you will need to place two separate orders.
Do you provide gift wrapping for online purchases?
Yes, we do. Please request gift wrapping service in the comments area when you check out. A $5 fee will be added to your total.
Can I write a gift message?
Yes, you can. Just leave your message in the comments area when you check out, and we will make sure to include it in the package.
Payment Options
What form of payment do you accept?
Wind River accepts Visa, Master Card, American Express, and Discover.
Can I use my gift card toward an online purchase?
Not yet. We are currently working on adding this functionality to our website, and you should be able to use your gift card for online orders soon. In the meantime, we can process gift card orders by phone. Please call us at (877) 444-4820 (9:00 AM to 5:00 PM PST, Monday–Friday).
Do you charge sales tax?
We charge sales tax only to Washington state residents, because we have a retail store in Ellensburg, Washington.
Registration/Mailing Lists
I've changed email addresses recently. How do I change the address associated with my account?
Log in to your account and click "My Account". On the My Account page, click "Update Account Details". On the Modify Account page, enter your new email address and then click the "Submit" button. Your email address will be updated.
How do I change the information associated with my account?
Follow the same process as for changing your email address: Log in to your account and click "My Account". On the My Account page, click "Update Account Details". On the Modify Account page, enter your updated information and then click the "Submit" button.
Do you share my information with other businesses?
Absolutely not! We respect your privacy, and share your information only as necessary to complete your order. For example, we share your information with our shipping carrier so that they may deliver your package to you. We never share your information for marketing purposes. To learn more about our commitment to privacy, please read our Privacy Policy.
How do I sign up to receive notification about upcoming sales and store events?
When you create an account with us, at the bottom of the registration form is a checkbox for "Wind River Mailing List". Simply check that to receive emails from us.
If you would prefer not to register with us, you can also enter your email address in the "Join our email list" box in the lower-left corner of our site and click "Subscribe".
How do I remove my name from your mailing list?
All of our emails include an option to unsubscribe. You can click that link in any of our emails to remove your name from our email list. You can also log in to your account, click "My Account," click "Update Account Details," scroll down and uncheck the "Wind River Mailing List" box, and click the "Submit" button. Your name will be removed.
Data Security
Is it safe to use your site?
To prevent unauthorized access or misuse of our customers' data, all transactions on WindRiverAtHome.com are protected with up to 256-bit Secure Sockets Layer (SSL) encryption, with our identity verified using a Thawte Web Server Certificate. We have also had our transaction-related information security tested and confirmed by McAfee.
Is my credit card information secure?
Our credit card transactions are processed by a "payment gateway processor" that is Visa CISP and MasterCard SDP compliant—the highest level of data security. There is no card data stored locally by Wind River that could ever be used to compromise our customers' credit card information.
Technical Support
I'm having trouble reading the small font on your site. What can I do?
We're sorry you're having trouble, but fortunately, you can easily adjust the size of the font for easier reading in Microsoft Windows Internet Explorer 8, our preferred browser, or Mozilla Firefox. If you're using Internet Explorer, go to the Page menu and select "Text Size". Our site is set to Medium as a default, but you can increase the font size simply by clicking "Larger" or "Largest". If you're using Firefox, go to the View menu and click "Text Size," then select "Increase". Note that adjusting the font size in your browser may impact the site's formatting a bit.
I established an account. Why can't I log in?
You may be entering the wrong username or password. If you receive an error message that your username or password is incorrect, or if you simply can't remember either one, click the "Forgot your password?" link on the login screen. We will email you your login details.
Art Tiles
Can the art tiles be used outdoors?
While the tiles were originally designed for indoor use, we have had many customers successfully use the tiles outdoors for years. Where and how these tiles may be used outdoors really depends on your unique circumstances. Outdoor use is not recommended in areas with extreme temperature changes or extended freezing periods. If you do wish to use the tiles outside, we recommend that the tiles' backings be removed, as the natural elements could break down the water-soluble adhesive.
If you have questions about your specific use/need, please contact us and we will do our best to assist you. Please note that exposing the tiles to elements can result in damage to the finish. We will do our best to work with you if you do not feel the tiles have met your expectations, but we do not warrant the tiles for anything but decorative indoor use.
Can the backing be removed?
Yes, the backing can be easily removed by simply soaking the tile in water. The backing is adhered with a water-soluble adhesive that will break down with the soaking. We put the tiles in a container with hot tap water and let them soak for a few hours (we do not reheat the water). The amount of soaking time required will vary by tile size and type but the backing will remove easily when it is ready.
For your convenience, Wind River can remove the backing for you before shipping the tiles. Please note that tiles are not returnable to Wind River once the backing has been removed.
Can they be installed like a normal tile?
Yes, many of our customers have used the tiles as accent pieces in a standard tile installation. The backings need to be removed, but once that is done they can be used as normal tiles. The outer measurements for the tiles are accurate within 1/16". Wind River does not sell standard plain accent tiles, but your local tile store should be able to assist you in matching colors/palettes.
Can the tile be used as a trivet?
The tile may be used as a trivet, but you assume some risk in doing so. Long-term exposure to heating/cooling can result in fine hairline cracks on the surface.
My tile arrived with small cracks in it. What should I do?
Hairline cracks, called "crazing," are a natural effect of the tile's high heat firing process and glazing. To understand what causes crazing, it helps to understand how the tiles are made.
First, raw clay is formed into a bisque. The artist draws the picture onto it and applies the raised line work by hand. The artist then paints the colors in layers, giving the tile its rich depth perception. Finally, the tile is fired at 1800 degrees Fahrenheit for at least 22 hours. Because the construction of the clay and the paint/glazing materials are very different, varying temperatures both during and after the creation process can cause minute amounts of shrinkage and expansion to the materials. This can sometimes result in crazing.
Crazing can happen at all stages of a tile's life—even years after it is made. Crazing is not considered a defect, but rather a sign of the unique character of each piece. Master craftspeople consider crazed tiles to be alive, and even liken crazing to tiles as wrinkles are to people.
However, if you feel that the crazing is too extreme or impacts your enjoyment of the tile, please let us know. Also, crazing is different from cracking that can occur during shipping. In either instance, please contact us and we will do whatever we can to make you happy.
Do the tiles have texture?
Yes, they do. The images are not flat and there is some relief to their surfaces. The variation is not huge (probably less than a millimeter or so), but it is enough to give the tile a tactile quality. The ridges usually occur between color changes if there are black or other border definition colors used.
Can I submit my artwork to be used on a tile?
Unfortunately, no. Our manufacturer cannot accommodate custom design orders at this time.