By Phone
Please note that submitting orders and requests for service or returns are faster when processed through the online store system.
For those who prefer to order by phone or speak to us direct*:
Customer Service & Phone Orders
Mary Griffin
305-851-7980
Monday - Friday
10am - 5pm EST
*During the off season, we are working on projects and may not be able to answer the skype line - best is to email mary@ginmiller.com with details of the nature of your call. If you would like to place a phone order, please email your billing/shipping information to enter prior to the call back.
If no answer, please LEAVE A MESSAGE for a return call and a preferred time to reach you. You may also request a call back to reduce the charge for the long distance call.
Order Cancellations or Changes Prior to Shipping
Reply back to the email confirmation or submit a Customer Relationship Manager (CRM) request by logging into your account and select "Add Request".
Requests for changes or cancellations may not be an option if you have received the order processing notice unless it is received a minimum of 2 hours before our regular shipping time of 2:00pm EST.
Track Your Package
Available Order Tracking
All domestic USPS orders are shipped with delivery confirmation. This is not the same as tracking - it only confirms that the package reached its destination.
Tracking is NOT available for packages shipped via global priority mail to Canada and other international orders.
We are using Endicia for USPS shipping and you should recieve your delivery confirmation number by email. If you have not received it, it may be that orders had to be shipped direct from the Post Office and we have kept on file a copy of the delivery confirmation receipt.
UPS and FedEx tracking numbers sent will need to be checked on the respective websites for the carriers. We are in the process of setting up the necessary APIs that will allow you to track these packages direct in our store.
Customer Relationship Management (CRM's)
For undelivered packages or other concerns, this new system allows us to better manage your inquiries.
- Please first check your package by logging into your account and select "track my package" (See available tracking info above)
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Verify that the shipping address is correct
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Use the ADD REQUEST option in your account through our Customer Relationship Manager (CRM) system - this method is preferred as it better allows us to track your request and keep you informed
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Or reply back to the shipping notice after verifying your address and a CRM will be issued for you
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If inquiring direct through email or the contact page, please remember to include your order number
Return Merchandise Authorizations (RMA's)
RMAs for returns can be requested for the following reasons:
- Defective
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Damaged in Transit*
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Not what I ordered
*If possible, packages that are clearly damaged in transit can be refused and the carrier will return the product to us.
Once received, an RMA number will issued and you will receive instructions on how to return the product. If deemed appropriate, a return envelope with postage will be sent for incorrect order fulfillment, damage and defects. Pre-paid postage is not an option on any international orders.
While we prefer to address order issues or problems through CRMs or RMAs, we can address any such concerns by direct email or over the phone during our regular business hours.
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