EPS SOLUTIONS ENIGINEERED PLASTIC STYSTEMS LLC

800-480-2327

Customer Service

Placing An Order
Perennial Park Products® - Online orders can be placed 24 hours a day, 7 days a week on the epsplasticlumber.com website. Online ordering is straightforward and convenient; simply click the “Add to Cart” button from any product page on the website and then follow the subsequent instructions. Freight is included in the price of all Perennial Park Products® orders shipped within the continental United States and quantity discounts are available. Shipping and freight will be charged for international orders and orders shipped to Canada, Alaska and Hawaii. Please call for shipping pricing outside of the contintental United States. Telephone orders can be placed Monday thru Friday 8:00AM – 5:00PM (CST) by calling (800) 480-2327.
 
Bear Board® - Requests for quotes may be submitted at any time on the epsplasticlumber.com website. Once a request has been submitted, you will be contacted by an EPS representative to complete your order within 24 to 48 hours. Please make sure that all of your contact information is valid. Telephone orders can be placed Monday thru Friday 8:00AM – 5:00PM (CST) by calling (800) 480-2327.
 
Payment and Sales Tax

Presently, EPS accepts credit card payments from Visa and Master Card. Because EPS operates in Illinois, we are required to collect 8.25% sales tax on orders shipped to an Illinois address. Those who live outside Illinois will not be charged sales tax for orders placed on the EPS website, but may want to consult applicable tax laws in their state. Please call our toll-free number if you feel more comfortable placing your order over the phone. (800) 480-2327
 
Order Status/My Account
Orders become live once we receive a credit card number or a check if the terms of the order are "Check in Advance." We will not start on an order until we have received a credit card number or a check for orders termed "Check in Advance."
 
If you’d like to check the status of your order, we encourage you to refer to your order online, or call us at (800) 480-2327. Shipping transit times may vary depending on the item, shipping method used and destination.
 
You may also check your My Account profile for updates on the status of your order. Once an item has been shipped, this information will be reflected in My Account.
 
International Orders
EPS ships all products internationally. If you have questions about our products or your order and would like to speak to a customer service representative, please fill out the Contact Us form and indicate a time to set up a phone conference. We operate in U.S. Central Standard Time Zone.
 
Cancellations

EPS works to ship orders as quickly as possible. For this reason, we cannot guarantee that we will be able to cancel your order after it has been placed. If you need to cancel your order, please call us ASAP at (800) 480-2327 and we will do our best to cancel your order. If you order has already shipped, please see our Returns policy for further instructions.
 
Your Shipment

EPS takes great care in packaging your items to ensure safe transport to your home or business. Although these items are packaged properly, in some instances transit-related damage may occur. It is imperative that you inspect your order carefully when it arrives. Take the time to note any damage to your products and to the packing materials on the delivery receipt. Do not sign the shipping documents without recording details of transit damage.
 
You are responsible for unloading your lumber or furniture shipment off of the truck. If you are unable to unload your order, special arrangements will need to be made with your EPS representative. Additional costs may apply.
 
Damages
If damage occurs in transit, the customer must make note of any damages on the bill of lading. It is imperative that you inspect your order carefully when it arrives. Take the time to note any damage to your products and to the packing materials on the delivery receipt. Do not sign the shipping documents without recording details of transit damage.
 
Our products are extremely durable and very rarely suffer any real damage by the carriers. Light scratches can be fixed by waving a propane torch over the scratch for about 30 seconds.
 
Upon inspection, if you find that your merchandise is damaged, you may choose to refuse the delivery. Damages must be reported to EPS at the time of delivery by calling us at (800) 480-2327.  EPS will be unable to assist you in repair or replacement of damaged merchandise if it is not thoroughly inspected and documented as described above.
 
If there are damages to your shipment, we require photographs of the damage to process claims with the carrier that caused the damage. We can not settle any freight problems without pictures. Digital images are preferred.
 
In most cases, we will send you a replacement of the damaged parts/furniture via UPS in a couple of days.
 
Returns

We stand behind our high-quality plastic lumber products, however, should you need to return your lumber simply ship the item back to our warehouse. We will issue a prompt refund less a 20% restocking fee. Please note that we do not cover the return shipping cost.
 
Your satisfaction is our top priority. If any problems arise, please contact your EPS sales representative so that we may work to correct the issue.
 
Custom Orders
Custom orders can't be cancelled or returned. This includes tongue and groove, groove and groove, and any other special work to the board.
 
Requesting a Sample

EPS will gladly send you a sample of our plastic lumber in any color you choose. Please call your EPS representative or fill out our Request a Sample form on this website. We ship samples anywhere in the U.S. free of charge and internationally for a small fee.
 
Security and Privacy

We understand your concerns regarding privacy and designed this policy as part of our strong commitment to you. Cookies are used on the site to help customers access and track items in their shopping cart. A cookie is sent to the individual to identify them when they return to the site for the purpose of viewing items left in their shopping cart.
 
When registering as a member of EPS, we may ask you to provide certain details about yourself. We do this in order to offer you a full range of information, products and services. To register as a member, we will ask you to provide your name, email address and mailing address. We will use this information to notify you of site changes and provide you with valuable offers from EPS and its brands. All newsletters and promotional emails have an "opt-out" feature. When you order products, we will also need your billing and shipping information. This information should be as accurate as possible because we will use it f or all contact, billing and shipping purposes.
 
Because members and their privacy are top priority at EPS, we use the most secure transaction software available. All credit card orders on the EPS website are processed on a secure server. Any credit card or other personal information you provide EPS is protected by encryption using Secure Socket Layer Protocol (SSL). Only EPS can decrypt this secure information. If you prefer not to place your order online, we would be pleased to take your order by phone. Please call our customer service team toll-free at (800) 480-2327. One of our customer service representatives will be happy to assist you.
 
Terms & Conditions

When you complete EPS’ member registration process, you agree to all of the terms herein. EPS may update these terms and will notify you via e-mail or a prominent posting on this customer service page. Your continued use of EPS after such notification indicates that you accept any and all changes. Users who do not subscribe to our e-mail are encouraged to check this page periodically for any changes.
 
When placing orders, charges reflected in your Shopping Cart, including merchandise prices, are subject to correction in the event of calculation or printing errors. If a pricing error occurs, EPS will contact you before proceeding with your order.
 
While the EPS team works diligently to review the safety of all products, EPS cannot be held liable for accidents resulting in personal injury that involve a product purchased on the site. In addition, EPS is not responsible for copyright, registration or licensing infringement of products sold on the site.

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Engineered Plastic Systems, LLC