Thank you for visiting our Customer Care Page.
PLEASE NOTE: THERE ARE TWO WAYS TO PURCHASE TIDEWATER WORKSHOP FURNITURE IN 2017, FAST OR INEXPENSIVELY. If you want your order FAST, please order through one of our many, many online or retail affiliates, including the most popular shopping website. Google us for our online partners and you will have your order promptly. You will pay substantially more.
If you want to pay 50-100% less than our online partners and you are willing to wait patiently and order INEXPENSIVELY, please order directly from this, our factory wholesale website. Please do not be surprised if your have been waiting a while since we are happy to take online orders on this site for wholesale customers who do not require a lot of hand-holding and multiple email/phone contacts AND ARE WILLING TO WAIT!
THAT SAID, IF YOU ARE HAVING AN ISSUE OR YOUR ORDER HAS BEEN DELAYED MORE THAN 5 WEEKS, PLEASE EMAIL THE CEO AT HELP@TIDEWATERWORKSHOP.COM. PLEASE BE ADVISED WE MAY BE TAKING 6 WEEKS OR SO FOR MANY OF OUR POPULAR ITEMS. This is normal for this time of year. If you have been given multiple shipping dates, have a quality issue or need a complex problem solved, there may be a processing or communication problem with your order, so email our customer service at firstname.lastname@example.org or our CEO at email@example.com with a brief message. This email goes directly to the cell phone of the CEO, so please be assured that your issue will revive immediate attention if not an immediate personal reply. The CEO help account is set up with an auto responder so please don't create a loop by complaining about it. Less than 1% of the customers take issue with the auto response and 100% are satisfied after the fact. You will be satisfied as well.
This page is designed to give you the all the information you will need and as much information as you would get if you were to call us at
(800) 666-8433 or email us at firstname.lastname@example.org
Please do not send us emails requiring immediate attention between 4:30 on Friday until 8:30am on Monday. We don't charge enough for our products to provide around the clock and weekend customer service. Thank you for your understanding. Also PLEASE read the Terms & Comditions page carefully if you are frustrated and need immediate attention.
Tidewater Workshop typically ships MOST items in 3-4 weeks BUT in the middle of the summer we are taking 3-4 weeks longer than that. If your order has the online order prefix of 709-780 or a phone/mail prefix of 299-305, please note that your order is in queue and has either shipped or is being prepared to ship. (update date: today)
Please be aware that we are re-building Tidewater Workshop customer service from the ground up as we adapt to the migration form mostly phone/mail orders to a greater number of internet and affiliate sales/orders. We are creating infrastructure to provide timely tracking and shipping information but we are not there yet. We have had some difficulty with this transition but please be patient as we should have everything in place shortly.
If you have been given multiple shipping dates due to a processing error, please note that we have prioritized these orders and anticipate have them 100% shipped by the end of the week after the order expiration date shown on the upper right corner of this website. If it appears you may have to wait longer than 6 weeks for your order, you should receive a mailed postcard in which you can accept the revised shipping date or cancel the order.
Some items, including sale items or items that are part of large orders, can take a little longer. During some months, and especially the weeks after January 1st, it may take up to 6 weeks for delivery of some items. Because of this, our staff sometimes has difficulty keeping up with the volume of phone calls and emails regarding status. Please be patient. We refuse to hire inexperienced staff to help with the brief spike in contact because the service you would receive would be less than if you waited for a return call or email. Please note that we answer the phones M-F (except business holidays) from 10-2 EDT. We have added additional staff between 10 and 2 Monday through Friday so if you need to reach us, these are the best hours. In the unlikely event you do not reach our office staff on your first try, please rest assured that your call will be returned or handled in the order in which it was received.
A note from Peter Caporilli, Founder and CEO:
If you are in need of top-level assistance with a quality or shipping issue, please email me at email@example.com.
TIDEWATER WORKSHOP IS COMMITTED TO 100% CUSTOMER SATISFACTION ON EVERY ORDER FROM EVERY CUSTOMER. PLEASE BE SURE TO CHECK THE "FAQ" LINK ON OUR WEBSITE FOR THE MOST UP-TO-DATE INFORMATION ABOUT YOUR TIDEWATER WORKSHOP ORDER.
IF YOU ARE HAVING AN ISSUE THAT REMAINS UNRESOLVED AFTER CHECKING THE "FAQ" TAB ON OUR WEBSITE OR SPEAKING WITH OUR CUSTOMER SERVICE STAFF ON THE PHONE, EMAIL US AT OUR NEW CUSTOMER CARE CENTER:
Please note that we only bill your order after the order has been shipped EXCEPT that custom orders, very large orders, delayed shipping orders of sale price merchandise, orders for certain clearance and/or limited-time offer sale items may require billing at the time the order is placed and/or require a deposit. In some cases (depending upon your credit card or issuing bank) your card may be pre-authorized. If you believe your order has been billed and your order not yet shipped, PLEASE call us M-F 10am-2pm EDT. If you have a billing issue, PLEASE contact us either by phone or email to firstname.lastname@example.org.
Please note: Credit card charges that are disputed with the cardholder bank (chargebacks) are very expensive for everyone involved. Please do not dispute charges without contacting us first. We may be forced to pass along fees and charges incurred back to you. Please call or email us PRIOR to any charge dispute.
If you are unable to get a satisfactory resolution on the phone or by checking the "FAQ" tab on our website, then email us at email@example.com. If you have any questions regarding your order, a refund or credit, or issues with delivery and quality, please email us at firstname.lastname@example.org. We check the email to this account M-F 8am-11:59am excluding business holidays. If you are at the end of your rope, PLEASE email the CEO at email@example.com
Email. Also Orders, Cancellations and Refunds:
email to customers @ tidewaterworkshop.com (remove spaces.
PLEASE NOTE: WE DO NOT MAINTAIN STAFF TO PROVIDE EMAIL RESPONSE FOR ORDER SHIPPING-RELATED EMAIL QUESTIONS. OUR EMAIL STAFF IS TRAINED TO READ THE EMAIL PROMPTLY AND EITHER HAVE A TELEPHONE STAFF MEMBER CALL OR AN EXECUTIVE RESPOND TO THE SPECIFIC REQUEST. WE GENERALLY DO NOT REPLY VIA EMAIL BUT WE READ AND RESPOND TO EACH AND EVERY ONE. ALL SHIPPING-RELATED QUESTIONS SHOULD BE DIRECTED TO OUR TRAINED TELEPHONE STAFF BY CALLING OUR 800 NUMBER.
Orders cannot be placed or canceled via email. Orders can be placed online through our online store or by calling 1.800.666.TIDE (8433). Orders can only be canceled by contacting our customer service representatives during regular business hours. Voicemail and/or email cancellations are not accepted. Should you find it necessary to cancel an existing order, you will be given an order cancellation number from our representative at the time of your call. If your order has been billed prior to cancellation but not yet received by you, please allow us to track your order and process the appropriate credit. Charges disputed with your credit card company prior to receipt of a cancellation number and confirmation of the appropriate credit from Tidewater Workshop are subject to a non-refundable $50 processing fee plus any discrepancy in the amount disputed and the correct refund owed.
Telephone & URGENT Contact/Action Requests:
All of our departments are open from 10AM to 2PM, Eastern
Time, Monday through Friday. All calls placed outside of those
hours or during peak call times will have the option to leave voice mail, which we check
and reply to as soon as possible in the order in which the calls are received. This time of year we experience a spike in telephone order, status, inquiry, and question-related phone calls. If you need to leave a voicemail, please very briefly provide in this order; YOUR NAME, ORDER NUMBER, TELEPHONE NUMBER, and HOME STATE along with exactly what you need and SPEAK VERY SLOWLY. We have had a number of callers complain about the lack of a call back who failed to leave a message with the above information stated clearly and slowly.
We are currently running at least 4-6 weeks behind our original estimated order ship dates on SOME items, longer on a few, and shorter than a week behind on most others. Please be patient as we are working 2 shifts daily and anticipate having all orders shipped at the original estimated date with the next couple weeks. We appreciate your business and, since most of our customers are repeat buyers, look forward to hearing from you again soon. For more information about "WHERE'S MY ORDER?" click on the FAQ link at the top of every page.
place an order: 1-800-666-TIDE (8433)
Customer Service: 1-800-666-8433
executive offices and local callers: (609) 241-8916
Our postal mailing address is:Tidewater
Workshop PO Box 456 Oceanville, NJ 08231
may be addressed to that address.
Service correspondence may be put to the attention of that
to the owners of Tidewater may be put to the attention of
the Caporilli Family.
physical address is:
Tidewater Workshop 1100 Doughty Road
Pleasantville, NJ 08232
- If you
would like to visit us in person, please call 609-241-8916
for our current Retail hours.