Customer Service – 100% Satisfaction Guaranteed!
We are committed to providing the best products and friendliest customer service with convenient options to fit your needs. If you have any questions about new or existing orders, about any of our great products like Parts and Accessories for the Dual Saw, please feel free to contact us online, or via the information provided below.
Email Customer Service is perfect for on-the-go people, like do-it-yourself enthusiasts, or average people who prefer the convenience of getting a response in writing from one of our Customer Service Specialists without waiting on a phone, or speaking with someone when they could be doing anything other than talking to someone from our Customer Service Department. Although they are highly trained, friendly, and enjoy providing support services—sometimes talking on the phone is inconvenient, and seems like a chore. We conveniently created a system to process customer emails, that will save you time and offer the convenience of the freedom to ask a question, and receive a response in less than 24 to 48 hours. Why wait on the phone? Every email will be addressed by a member of our Customer Service Team within 24 to 48 hours from receipt during business days, and sometimes these emails are escalated to customer service management or our corporate headquarters for a response—guaranteeing that every email is responded to, with an answer and/or resolution. Click here to Email Customer Service!
Live Web Chat is an amazing online support service that links directly to our Customer Service Department. Customer Support Specialists are available to chat with you, so you don’t have to call to connect with a member of our team. Online at DualSaw.com, simply click on one of the Live Web Chat links and you’re connected almost immediately, so you can communicate whatever time is most convenient for you! The Live Web Chat links are located on our homepage and also below. The Dual Saw Customer Service Team is standing by for you right now! (Available during business hours Monday-Friday, 6:00AM to 5:00PM PST) Chat about anything you need—questions, concerns, for information, to place an order, or for any reason at all. In the event your question requires research, it will automatically be forwarded to management or our corporate headquarters. And, during weekends, or after business hours when the customer service department is closed—click the Live Web Chat links and it will allow you to send an email so that will be waiting for a Support Specialist when they return on the next business day. It’s simple and convenient! Online web support saves you time and money—try our convenient Live Web Chat service we know you’ll love it! Click here to Chat Live Now!
Track Order Status provides you convenient online access to track the status of your order once it has been processed (24 – 48 hours from the date it is placed) and shipped! Find out where it is, and when it will arrive so you can try the Dual Saw, and put it to the test of cutting virtually any material, saving time and money without changing blades, or purchasing various tools and blades for different projects. Visit online: www.trackorderstatus.com/dualsaw to see where your shipment is, for example, making sure that you don’t ruin that birthday surprise, or plan a trip out of town the day your order is scheduled for delivery! All orders are shipped with tracking, no signature required so please make sure you track your order, as we are not responsible/liable for your order once it is delivered to the shipping address provided. Our shipping service is standard UPS Ground for all orders, and UPS Next Day Saver (by 3PM) for orders with Rush Shipping—an option available for your convenience at a reasonable surcharge. Click here to track your order!
Call Customer Service if you need to speak with a Support Specialist for any reason, though please consider the above options. If it is urgent, by all means—our agents are standing by Monday – Friday, 6:00AM to 5:00 PM PST for your call. If your call requires a long explanation, or is an issue you would consider a management decision, please note that these are most often transcribed and forwarded via email. Depending on the purpose of your call—some of the above options will be more helpful, we guarantee it!
Phone: 1-800-261-9088
Fax: Available upon request.
Write Us a letter, or send us pictures or video of yourself, your friends, and/or your family using the Dual Saw, or send us before and afters of projects the Dual Saw helped you complete!!! We love customer letters and read all of them—whether they are compliments, comments, suggestions, or constructive criticism. Please forward complaints via email—as they are immediately escalated to our corporate headquarters. If this is not an option, please note the letter may be received and addressed with 7-14 days delay.
Omni Dual Saw
7850 Ruffner Avenue
Van Nuys, CA 91406
Return and Exchange Important Information:
Returns. In the event you would like to return your order, please carefully review the Dual Saw Return Policy printed on the back of the packing slip shipped with your order. If the back of your packing slip is blank, please carefully read and understand the information and instructions below titled “DUAL SAW RETURN POLICY.”
30 Day Money Back Guarantee. We offer a convenient 30 Day Money-Back-Guarantee beginning the date your order was shipped. Additionally our 14-day trial offer begins the date your order was shipped. There are no exceptions allowed, unless approved by our corporate headquarters. Refunds are less trial fees, applicable shipping and handling, and restocking fees. Please adhere to all of the policies, terms and conditions, and the instructions provided below.
Trial Offer & Restocking Fees. We reserve the right to issue Restocking Fees (Also, Damage Fees, Repair Fees, Rework Fees, etc.) for an amount to be determined and issued on a case-by-case basis, per the conditions set forth when placing an order, on the order packing slip back (if applicable) and provided below. Please understand that any trial offer is intended for customers to properly use, and handle the Dual Saw product and accessories. Customers will be held liable for damages, loss, or failing to adhere to proper return policies. Any negligence or intentional misuse will result in fees assessed in the amount of 20% or more of the total order value. All returns are subject to the terms and conditions set forth, including the aforementioned fees that may, and most likely will be applied to customers that return products without an RMA# (issued by Customer Service), or returns with an RMA# that are received after the 15th day from the RMA issue date (or shipment postmark date). Fees may also be assessed to customers returning products that are damaged (visibly and/or functionally); partial returns (missing components); returns received in non-original packaging; or if original packaging is damaged (non-normal use); returns received in unacceptable packaging (for example, a jiffy bag, or display box rather than a protective mail order corrugated box) potentially ruining the Dual Saw without protection from standard transit; and also, but not limited to, returns that are shipped without required tracking through an unapproved carrier service as a comparable service including shipment tracking is required. Customers assume liability for all fees assessed as a result of damage, and/or misuse requiring restocking, repairing, reworking, or salvaging the Dual Saw product, including all accessories products. There are no exception to these fees, and any customer disputes require documentation and a complete explanation, mailed to the return address via certified mail, and must be resolved as agreed upon by OmniResponse, Inc., or no refund will be issued and legal action may proceed.
Exchanges. In the event you receive a defective product, please contact customer service, and an exchange will be issued upon corporate approval.
Warranty. The Manufacturer’s warranty is limited to the terms set forth in the Warranty Card provided in the product instruction manual, and must be completed and returned per the instructions within 60 days from the order date. The Extended 1-Year warranty begins 1-year or 365 days from the date of the order, however, may be deemed null and void if the manufacturer’s Warranty Card provided in the product instruction manual is not completed and returned per the instructions within 60 days from the order date. A replacement instruction manual, as well as the Warranty Card, is available upon request. It is our goal to guarantee your satisfaction—and we will in most cases honor the warranty and extended warranty per the terms including any limitations.