How much weight can my pedestal hold?
We generally recommend no more than 200 lbs. However the real concern is how stable your display is rather than how much weight is on the pedestal. Read our blog post on this topic to learn more about how to create a stable display.
How do I return a defective product for replacement?
We want you to be happy so we try to make this as painless as possible. The first step is to call 800-333-9953 to get some help and/or to confirm that the product is indeed defective. If it is, you'll be given an RMA number and instructions on how to ship it back to us. Please make sure that all parts are rewrapped and protected in the box. A refund or exchange will be sent when the original product is received. Please let us know if you need expedited service.
How do I get my replacement fast?
Our general policy is to send out replacements only after we have received the defective product. We then ship the product regular ground. If you need the product quickly, you may purchase the new product, have it sent, and then we will credit your account once the original product is received and inspected.
How do I return a product for a refund?
Pedestals are custom items, therefore not returnable, so please make your selection carefully. Please call and talk to a service representative at 800-333-9953 for any further information.
Something is missing in my order.
Thoroughly check the entire package and box. Kits are sometimes attached to packing materials and occasionally overlooked. If you can't find something, call our customer service number 800-333-9953, and let us know what you're missing.
Something is damaged during shipping.
Always inspect a package as soon as it arrives. If the delivery driver is still present, have him note the damage. This will make it easy to process a claim with the shipping company. Call us and let us know about the damage so we can file a claim with the shipper and get your product replaced. You will be given instructions on the phone about how to return the damaged product
Note: You must file this report within 5 business days after receiving the order.
You may have charged my order twice
We keep an online log sheet for all credit card charges. Our online transaction software does not allow charges to the same credit card twice. If such charges are confirmed, we will issue a credit quickly. Please call us before you call your credit card company. If there is an incorrect charge, we will help rectify it immediately.
What I received is different from what I ordered.
Please call customer service at 800-333-9953 and let us know what you're missing. If we made a mistake, we'll fix it immediately.
My package arrived one day after the estimated date; may I get my shipping refunded?
No. FedEx does not guarantee ground shipping to residential addresses. Some air shipments are guaranteed but it is extremely difficult to get a refund for late delivery. Shipping refunds for late air shipments will be decided on a case by case basis.
I canceled my order, but it was still shipped.
Once you hit the buy button an order is created. You must call to cancel an order. If the package has already been sent, you will be given instructions on how to proceed.
What's the status of my order?
Most orders are processed and shipped within 1-2 business days. Out-of-stock items ship in 1-3 weeks. You can use the FedEx in-transit map to help determine when a package will arrive. When your package is shipped, you'll receive an e-mail from FedEx with your tracking number. You can then come back to this site and track you package.
I called your office but no one answered.
Our business hours are 8:00am - 5:00pm Mountain Standard Time (MST), Monday-Friday. No one will answer phone calls out side business hours. We try to answer all calls, but occasionally you will get the answering machine or answering service. Please leave a message and we'll respond as soon as possible. If your question isn't immediate, send us an e-mail and someone will usually respond in a few hours. Our office is closed during most national holidays.
If you have a question, please see if you can find an answer online at our web site first. 95% of the questions asked through telephone and email already have an answer at our web site.
I sent an email twice but received no reply.
E-mails will be answered only during business hours. Our normal e-mail response time is 2-24 business hours. During peak time such as Monday, response to emails may be delayed.
Ordering outside the continental United States
Since shipping charges vary for orders shipped outside the continental United States, you need to first provide us with your appropriate information so we can supply you with a quote. You can provide us with this information by phone 1-970-493-2594.
Shipping Time: Your deadline is our first priority! If you have a deadline just call us on the Toll Free #: 800-333-9953. Any order that needs to go out within 72 hours will be charged a rush fee. A standard product with laminate, under 10 units, can be shipped out as soon as next day. Wood veneers and acrylic will require extra processing time, up to four days. Any custom order will need to be discussed to determine an appropriate timeline. If there is no hurry, our standard production time is 2-3 weeks. All orders outside of Continental U.S. must call 970-493-7458 to receive accurate shipping rates.
When your order is received, an order confirmation email will be sent to the email address you provided. Please review this information and be sure to get in touch with us as soon as possible if anything in your order appears to be incorrect. Please note that for custom pedestal orders, PedestalSource.com requires an email confirmation from the customer in order to start production.
Xylem Design currently ships to the United States (including Alaska and Hawaii) and most U.S. Territories. Domestic orders are typically sent via Federal Express (FedEx). When pedestals are considered "oversized" or are ordered in large quantities, we may opt to ship the products via a trucking company in order to reduce shipping costs.
All FedEx Ground orders will ship within 1 business day after the product(s) have been produced. Depending on your distance from our headquarters in Fort Collins, CO, you will receive your FedEx Ground order within 1-7 business days after it ships.
All FedEx Overnight orders (First Overnight, Priority Overnight, Standard Overnight) consisting of three (3) or fewer pedestals/cube tables received by 10:00 a.m. MST (Monday-Thursday) will be processed and shipped the same business day. Expedited orders received after 12:00 p.m. MST will be processed the following business day.
When your product is shipped, a shipping confirmation email will be sent to the email address you provided. Included in that email will be a FedEx tracking number. If you do not receive your FedEx notification, please check your spam folder.
FedEx Delivery Options
- FedEx First Overnight®: Guaranteed overnight delivery by 8:30 a.m. to available zip codes.
- FedEx Priority Overnight®: Guaranteed overnight delivery by 10:30 a.m. to most locations.
- FedEx Standard Overnight®: Guaranteed overnight delivery by 3:00 p.m. to most destinations.
- FedEx 2Day®: Guaranteed delivery to most destinations in 2 business days by 4:30 pm.
- FedEx Express Saver®: Guaranteed delivery to most destinations within 3 business days by 4:30 p.m.
- FedEx Ground® & FedEx Home Delivery®: Delivery to most locations within 1-7 business days. Delivery day based on distance and destination.
PLEASE NOTE: To ship same day, orders of three (3) or fewer pedestals must be received no later than 10:00 a.m. MST (Monday - Thursday). All orders entered after 10:00 a.m. MST will ship the following business day.
Intra-Alaska shipments are not guaranteed.
All sales are subject to our 'Terms and Policies' document posted on our website:
Upon delivery of your order, please inspect the packaging as well as your items before signing the Proof of Delivery receipt. Note any damages on the receipt or write 'Refused Due to Damage' if you are refusing a delivery. Should you not have time to inspect it, please sign the receipt as 'Uninspected' instead of your signature. This is important so that credits and claims can be made if necessary.
- Pedestals are not returnable, so choose your items carefully.
- Made-to-order items, custom orders, and special orders are NOT returnable
- Returns from Canada are not accepted
- Items marked as 'Minimum Order' cannot be returned
If a product is damaged in transit, we will help claim insurance from the shipping company, but this must be done within 5 days. If you allow this time to elapse no claims can be made and the return cannot be accepted. If you intend to store an item for later use you must unpack the item and examine it for possible hidden damage, as claims CANNOT be done for orders older than 5 days.
If your delivery is by truck (not DHL, or Fedex), a representative from the freight company will contact you by phone to make arrangements within a specific 4-hour time period.
Please be aware that freight deliveries are to the curbside only. Inside delivery can be arranged for additional cost.
DO NOT SIGN FOR YOUR ORDER UNTIL YOU HAVE PHYSICALLY INSPECTED IT. This will allow you the chance to refuse the item if it is damaged or defective. By applying your signature, you are signing a document stating that you have inspected the item and it is in good condition. In this case, the claim must be filed by you with the freight company as we will have no recourse when the item is signed for.
Custom, Special Order and Made-To-Order goods may not be cancelled after three days. Goods already shipped may not be cancelled.
Purchaser determines suitability of all product usage and assumes all risk & liability. Neither the seller or manufacturer shall be held liable for any injury, loss or damage from use of such product.
Product Image Disclaimer
Due to the variances in computer monitors and users' personal settings, we cannot guarantee that the color represented in the image on your monitor is exactly as the item appears in the physical world.
We respect our customers' privacy! Xylem Design WILL NOT share ANY customer information or our database with ANY other company or identity.
We do not believe in spamming. From time to time we may e-mail our current customers with specials and updates. However, you will be able to opt out of these e-mails, and it is usually no more than once a month.
Xylem Design hosts its site on its own secure server. Your personal information and credit card number are encrypted with Secure Sockets Layer (SSL) security. Since credit card and personal information is only entered on the Order Form, only the Order Forms and Shopping Basket are secure.
The secured pages will show a secured URL ("https://") and a lock symbol on your browser. When you enter your credit card number into the Order Form, it is transmitted across the Internet in an encrypted (scrambled) form, then decoded when it gets to the server.
If you are not the kind of person who worries about being hit by lightning as you're crossing the street, you probably don't have to worry that your credit card number will be intercepted on the way to a secure Web site. According to CNN, "The prevalent opinion...is that online credit card use is actually no riskier for consumers than traditional "low-tech" transactions." We order products online all the time, both as a company and as individuals. When we use a credit card to buy something online, we feel at least as safe as we would using one in a store or restaurant.
Additionally, your credit card information is not transmitted via e-mail, which is not encrypted. Our online credit-card processing software does not allow more than one charge to the same credit card number or for the same order number.
If you just don't feel comfortable with sending credit card numbers through the Internet no matter what, you can call us to place your order and give us your credit card number over the phone. We would then charge your credit card manually.
Xylem Design uses "cookies" for its shopping cart. What are cookies? A cookie is a bit of digital information that some websites send and store on your computer so they can remember who you are on subsequent visits. By assigning you a number, the shopping cart program can remember what you ordered as you move around the site.
Our server only reads and writes its own cookies. It cannot access anything else on your computer, nor can anyone else view our cookies. You can view the cookies on your system by going to C:/Window/Cookies and opening them with Notepad. If you have further question or concerns about cookies, try CookiesCentral.com, which has excellent coverage on the subject.
This Site and the materials within it are © 2018 Xylem Design, Inc, PedestalSource.com, EaselsDirect.com, and PlatestandSource.com.
Xylem Design, Inc., PedestalSource.com, PlatestandSource.com, and EaselsDirect.com grant you permission to view this Site and to print individual pages from this Site for your own personal, noncommercial use, provided that you agree to and accept without modification the notices, terms and conditions set forth in this agreement. You may not modify, copy (except as set forth in the preceding sentence), distribute, transmit, display, perform, reproduce, publish, license, create derivative works from, transfer or sell any information, material, software, products or services from this Site.
Your use of this Site constitutes your agreement and acceptance without modification of the notices, terms and conditions set forth herein. In addition, as a condition of your use of this Site, you represent and warrant to Xylem Design, PedestalSource.com, PlatestandSource.com, and EaselsDirect.com that you will not use this Site for any purpose that is unlawful, immoral or prohibited by these terms, conditions and notices. If you do not agree and accept without modification the notices, terms and conditions set forth herein, do not use this Site. Other than this agreement and agreements between you and Xylem Design, PedestalSource.com, PlatestandSource.com, and EaselsDirect.com relating to the sale of products or services to you through this Site, Xylem Design, PedestalSource.com, PlatestandSource.com, and EaselsDirect.com will not enter into any agreement with you or obligation to you through this Site and no attempt to create such an agreement or obligation will be effective.
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While we will use our best efforts to fulfill all orders, Xylem Design, PedestalSource.com, PlatestandSource.com, and EaselsDirect.com cannot guarantee the availability of any particular product displayed on this Site. Xylem Design, PedestalSource.com, PlatestandSource.com, and EaselsDirect.com reserves the right to discontinue the sale of any product listed on this Site at any time without notice.
Product prices offered on this Site may vary from other advertised prices due to varying conditions in different geographic markets.
The prices displayed on this Site are quoted in U.S. dollars and are valid and effective only within the United States, and such prices do not include shipping and handling or sales taxes, if applicable, which will be added to your total invoice price. You are responsible for the payment of any shipping and handling charges and state and local sales or use taxes that may apply to your order.
While our goal is a 100% error-free Site, we do not guarantee that any content is accurate or complete, including price information and product specifications. If we discover price errors, they will be corrected on our systems, and the corrected price will apply to your order. Xylem Design, PedestalSource.com, PlatestandSource.com, and EaselsDirect.com reserves the right to revoke any stated offer and to correct any errors, inaccuracies or omissions (including after an order has been submitted and accepted).
For further information about purchasing products from Xylem Design, PedestalSource.com, PlatestandSource.com, and EaselsDirect.com, please read our FAQ: General Information About Products and our Product Return Policy carefully.
Links to Third Party Sites
This Site may contain links to Sites owned or operated by parties other than Xylem Design, PedestalSource.com, PlatestandSource.com, and EaselsDirect.com or Xylem Design, PedestalSource.com, PlatestandSource.com, and EaselsDirect.com. Such links are provided for your reference only. Xylem Design, PedestalSource.com, PlatestandSource.com, and EaselsDirect.com does not control outside Sites and is not responsible for their content. Xylem Design, PedestalSource.com, PlatestandSource.com, and EaselsDirect.com's inclusion of links to an outside Site does not imply any endorsement of the material on the Site or, unless expressly disclosed otherwise, any sponsorship, affiliation or association with its owner, operator or sponsor, nor does Xylem Design, PedestalSource.com, PlatestandSource.com, and EaselsDirect.com's inclusion of the links imply that Xylem Design, PedestalSource.com, PlatestandSource.com, and EaselsDirect.com is authorized to use any trade name, trademark, logo, legal or official seal or copyright symbol that may be reflected in the linked Site.
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Our company's entire liability, and the purchaser's exclusive remedy, shall be a refund of the price paid or replacement of our products, at our option. We limit replacement to thirty days. All remedies are limited to the United States.
SOME STATES AND/OR JURISDICTIONS DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE EXCLUSION MAY NOT APPLY TO YOU.
If you have any questions about this agreement, please call us at 1-800-333-9953, fax us at 970-493-7468, log on to www.xylemdesign.com/contactus, or write us at:
Xylem Design, PedestalSource.com, PlatestandSource.com, and EaselsDirect.com, Inc.
Attention: Internet Customer Service
309 Hickory St
Fort Collins, CO 80524
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