Temporary Policies & Limited Operations
Due to ongoing concerns related to the COVID-19 pandemic, we continue to follow the State of Vermont's guidance on operations while conducting business. We support all efforts to help contain this outbreak. And, we greatly appreciate the participation of our customers and employees in following these best practices as we collectively do our part to preserve good health and promote well-being.
Here is a summary of our policies while we prioritize the well-being of our employees, customers, and community:
- ONLINE ORDERS & ORDER FULFILLMENT: We continue to accept orders placed through our website. Online orders will be prepared for fulfillment in the order they are received. Due to increased demand and fluctuations in material availability, our current lead time for order fulfillment is 3-5 business days. At this time, we will not be fulfilling requests for any expedited shipping services or special orders. We will make every effort to communicate any prolonged order delays or stock outs for specific items. As always, we encourage customers with a more immediate needs to find and contact a local distributor.
- WALK-IN BUSINESS & ONSITE STAFFING: To help minimize direct contact with our onsite staff, we will be limiting access to our storefront and office for walk-in business and order pickup. Please consider calling prior to arriving in person and wear a face mask while on premises. If you will be traveling from out-of-state, please respect the State of Vermont's directives governing out-of-state visitors.
- PRODUCTION & PRODUCT AVAILABILITY: Our production is operating at full capacity, but we continue to experience ongoing delays from our primary suppliers. This, in addition to high seasonal demand, will continue to cause disruptions to product availability. We will make every effort to provide notice of stock-outs as needed and offer recommended substitutions when possible or appropriate.
- RETURNS & REPAIRS: In an effort to prioritize the safety and capacity of our staff, we are making an effort to limit incoming shipments. Please contact us prior to sending in returns or repairs. If you would like to notify us of a repair or return, please do so through our online contact form. We be in touch to discuss options or coordinate next steps.
While we anticipate these limitation to be temporary, we appreciate your continued support and patience as we navigate the unique challenges of these circumstances.
2020 marked Trow & Holden's 130th year of manufacturing and selling stoneworking tools. Our customers and employees have always been our top priority. During this unprecedented moment in History, we are proud to do our part to support the collective good health and well-being of our broader community. We wish you the best, and we appreciate having the opportunity to continue servicing our stoneworking family.