Support & After-Sales — East West Commercial Company

Knowledge Base

Understanding Your Product

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Moisture & Climate

Why 8–12% moisture content matters in Manaus: how humidity swings affect mouldings and jambs after arrival, and how to acclimatise material before installation.

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Handling & Storage

Flat stacking, off-floor storage with spacers, and protection from direct sun and rain — what to check on arrival and before installation.

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Care & Maintenance

Cleaning primed surfaces, touching up scuffs, re-sealing cut ends, and checking joints after the first humid season.

Service

Warranty, Replacement & Claims

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Warranty Claims

Submit a claim with your order number and photos of the affected pieces. Our after-sales team coordinates with the mill for replacement or credit. Ask the AI assistant →

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Replacement & Credit

Damaged or out-of-spec pieces are replaced in your next container or settled by credit note — whichever is faster for your project schedule.

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Service Tickets

Every after-sales request gets a ticket number with tracked status — open, parts ordered, resolved — visible to your account manager.

FAQ

After-Sales FAQ

My mouldings arrived slightly bowed — is that normal?

Minor bowing within 3mm per 2.4m is normal for kiln-dried softwood after a long sea voyage. Store bundles flat, off the floor, with spacers, in the room where they will be installed for 5–7 days; the material settles as it acclimatises. Bowing beyond tolerance is covered by our claim policy.

What moisture content do you ship at, and does it change in transit?

We ship at 8–12% moisture content, measured and recorded at pre-shipment inspection. Container humidity during a 40-day voyage can raise surface moisture slightly; the core moisture is unaffected. Always acclimatise for 72 hours on site before installation and never install straight out of the container.

What warranty do the products carry?

Manufacturing defects — wrong profile, dimension out of tolerance, machining errors, glue failure — are covered for 12 months from delivery. Natural colour variation and grain differences are not defects and are normal in wood products.

How do I get replacement pieces quickly?

Two channels: (1) urgent short quantities by air courier (5–10 days); (2) economical replacement consolidated into your next container. For ongoing projects, we recommend ordering 2–3% extra length per profile to cover cutting waste and site damage.

Who installs the product — do we need a specialist?

Mouldings and jamb sets are installed by any finish carpenter; our installation guides cover cutting, mitring, shimming and fixing schedules. For custom millwork and stair parts, we supply shop drawings so the local joiner can pre-assemble before fixing on site.

Support & After-Sales Center

Step-by-Step Installation