Q: Can I order online?
A: Not at the present time. If this is important to you, please let us know for future consideration.
Q: Who can help me with my request? Is Tech Support available?
A: Our sales team will work with you to identify whether further technical filtering is needed and research or refer you to our technical braintrust. Once your specific needs are deduced, our sales team will work out the best offer of samples, stock inventory, or a custom build as needed.
Q: Why did/do you ask so many questions about my request for my item?
A: Our products are placed in very unique applications and may be confused with similar ceramics in appearance, material of construction, or design. We want you to be fully informed of limits and welcome your exploration of the edges. You do not need to reveal your proprietary information of course. We will do our best to assist your project, and make any referrals that we can offer.
Q: How do I know the order is received, processed, and placed correctly?
A: Each order is acknowledged with an Order Acknowledgment form, (OA), sent to you as a .pdf or fax if possible. (Telephone placed verbal orders might omit the OA step, especially if shipped same day). The OA specifies delivery dates and breaks out partial deliveries as line items for your information and presumed consent. Please review them carefully for errors that may be caused by misunderstanding your needs or simple entry mistakes. The specified Carrier should be validated, as this mistake cannot be fixed once it is picked up.
Q: The (price/item no./schedule/etc..) on the OA doesn’t match my P.O.. Which is it?
A: Please bring discrepancies to our attention immediately. When we receive an order with an outdated price, we will send the OA with the updated price as well as a NOCR (Notice of Contract Revision). Additionally, we attempt to call your attention to it with the email or verbal correspondence in the transaction as well.
Q: Where is my order / Can you check on it?
A: You can check on the status of your order at any time by contacting our sales team.
Q: Can I pay an expedite fee?
A: We attempt to accommodate expedite orders when possible a fee is sometimes charged. The sales team can assist with expedite requests. The ability to expedite your order is not guaranteed but we will do our best to supply our customers needs.
Q: Can I order directly from the Factory? Flip side: Can I order through a rep/agent
A: Orders can be placed directly from Tateho Ozark in Webb City as well as through our agents listed on our locations page.
Q: Can I order/correspond in Spanish/French/German/other?
A: Our sales team can receive your order via email in any form necessary.
Q: What are the new customer payment policies?
A: Generally new customers are set on a prepayment term until a relationship is established. Our sales team can give more details.
Q: What are acceptable forms of payment?
A:
Check
MC/Visa/Discover/AMEX – 3% fee charged for orders over $500.
Wire Transfer
