We are not your sometimes encountered "fly by night" or hobby historical repro business, and prefer to have friendly, professional business communications with our customers. Please understand we are different, we will communicate with you and do what we say. We aren't perfect, but strive to be the best in customer service.
South Union Mills's customer service goal is simple: We are committed to providing our customers total satisfaction. Every time. Contact us at custserv@southunionmills.com. We will return your email and find this is a much more efficient way of opening communication rather than phone calls. Please check your SPAM emails, as well, if you email us and are waiting for a reply. We cannot force an email through your SPAM filter. If you must call by phone, our number is 615-598-8208. Please leave a message. I work a full time job and return emails in the evenings and on weekends.
How long will it take for my order to be shipped? We strive to ship all in stock items as quickly as possible. SUM is a part time pursuit, but we are able to provide first quality customer service. We usually ship all in stock orders within 1 week of order. Any item that is ordered and is not in stock at the time of order may take 6-8 weeks, sometimes longer. We will process your order and get it to you as soon as possible, but many of our items are hand made and things such as this do take time. If you are in a have a "have to have" situation for an event, please communicate this to us early in the ordering process.
Just like all other e-commerce businesses, you are charged for your order at the time the order is placed. This is done automatically. We understand you might have to wait several weeks for your order, but we cannot charge you at the time the order ships. That would be an accounting and logistical impossibility. Please understand this at the time you choose to order.
What if your package arrives damaged? All packages shipped by Priority Mail have an automatic $50 of insurance applied to them. Therefore, if your order is for more than $50, please request special handling for insurance. Otherwise, if your package arrives damaged, please contact the USPS and handle according to their process.
What methods of payment do you accept? We accept all major credit cards, Paypal, checks, and money orders. If you prefer to pay by check, please order through our normal shopping cart feature and then check "paying by check" and mail the check to Chris Utley, SUM, 7450 Delbridge Road, Murfreesboro, TN 37127. NOTICE: We sometimes get inquiries about orders that are requiring a wait with comments such as "you already billed me", etc. Your credit card will be charged at the time the order is placed, whether the item is in stock or not. This is not something within our control, but is controlled by our Ecommerce platform, Bigcommerce. Thank you for your understanding.
Please feel free to drop us a line to share your thoughts on the site, all comments welcomed.