FAQs - Frequently Asked Questions
Will you hold the order and ship it at a later time?
We regret that online orders cannot be held for later shipment. We can, however, delay shipment if the order is placed through our Customer Service Center. Please call 1.312.714.3000 and a sales associate will be happy to complete your order (See Store and Customer Service Hours).
Can I order by telephone?
You can always place an order by telephone Monday-Friday during the store hours of 7:30AM to 5PM (CST) or on Saturday 10AM to 5PM (CST) by calling 1.312.714.3000. Orders may also be placed by fax at 1.773.278.5389.
What are the hours for Customer Service and Store Sales by the telephone?
You can reach our Customer Service team and Sales Department by telephone Monday-Friday during the store hours of 7:30AM to 5PM (CST) or on Saturday 10AM to 5PM (CST) by calling 1.312.714.3000.
What forms of payment are accepted for online purchases?
We accept Visa, Mastercard and American Express. Checks and money orders can accepted through our store and customer service at 312-714-3000
What type of internet browser do I need to shop on the website?
Our site is optimized for Microsoft Internet Explorer versions 6.0 or higher and Mozilla Firefox version 2.0 or higher. If you are using AOL and are experiencing problems, try using Internet Explorer or Mozilla Firefox while connected to AOL. If you are using a Macintosh computer, our site is compatible with OS9.0, OS10, and Safari version 3.1.1 or higher.
For Windows Internet Explorer 6.0 and higher
. Click the Tools menu. (For Internet Explorer 7.0, click on the Tools button).
. Click Internet Options to open the Internet Options dialog box.
. Click the Security tab.
. Click the Internet symbol (a globe).
. Click the Custom Level button to open the Security Settings dialog box.
. In the Settings list, scroll down to Scripting.
. Under Active Scripting, click Enable so that a dot appears next to it.
. (If you are unsure about the other Security Settings, please check with your Network Administrator).
. Click OK to close the Security Settings dialog box.
. Click Yes in the Warning! Message box.
. Click OK to close the Internet Options dialog box.
Firefox 1.5 and higher
. On the Tools menu, click Options.
. Click on the Content icon.
. Click OK.
For Mac Safari 2.0 and higher
. Click Safari; then click Preferences.
. Click the Security icon.
. Close the window.
Firefox 1.0 and higher
. Click on Firefox.
. Click on Preferences.
. Click on Web Features.
. Click OK.
Will Old Plank send an order confirmation via email?
Yes. If you provide your email address when placing an order, we will send you a message confirming your order within 24 hours.
How can I find out the status of an order placed online?
Your order becomes available for online status-tracking 24 hours after it is placed. You can track your order status online by visiting the "Order Tracking" page. You'll need your order number and billing ZIP code to use this service.
How can I make a change my order?
To make a change or cancel your order, please contact Customer Service at 1.312.714.3000. We cannot accept returns on monogrammed, personalized, final–sale or special–order items, antique items already shipped or on items damaged through normal wear and tear.
What is Old Plank's return policy?
At Old Plank Antiques, we take great pride in the quality and craftsmanship of our products. Attention to design, materials, safety and construction is our priority. We carefully inspect your order prior to shipment. Upon receipt, please inspect your purchase and notify us of any damage the day of delivery; we will arrange for a prompt replacement.
Old Plank will accept returns and exchanges on any reproduction item within 14 days of purchase (exclusive to the web and internet sales only). Customer is responsible for the proper packaging, return and shipping costs to send the reprodcution item back to Old Plank Road. All exchanges and/or returns must have a return authorization number before the item is to be returned. Please call Customer Service at 312.714.3000 before starting this process, other options maybe available. Old Plank reserves the right to refuse a return based on merchandise damaged upon return delivery.
We cannot accept returns on monogrammed, personalized, special–order items, antiques or on items damaged through normal wear and tear. We also cannot accept returns of final–sale items which are identified by the word antique or vintage in the description and/or title of the product. We provide at least eight pictures of each antique or vintage item through a professional photographer with an interior design and art school background. We will point out by photos and description any variances from we believe are noticible differences in the product that may have happened during the life span of the product. These are obviously not defects and Old Plank is not responsible for the wear and tear a piece of furniture may have had previous to the sale of the item.
What do I do if a problem has occurred with my antique, furniture or delivery?
For detailed procedures for solving any issues, please contact Customer Service at 1.312.714.3000 Monday-Friday, 8:00 am - 5:00 pm CST.
Can I save items in my shopping cart for purchase at a later date?
Yes. Items placed in your shopping cart and not purchased immediately will remain there for 30 days. Your saved shopping cart is accessible only via the computer that created it, unless you change computers. If you add items to your cart while you are logged into your account, you can access your saved shopping cart by logging back into your account on any computer for 30 days. Until items are purchased and an invoice is generated, no item is held in a shopping cart.
In order to add items to my saved shopping cart, do I need to sign in?
If you are using the same computer, you will not have to sign in. However, in order to access a saved cart from a different computer, you will need to log into your account before you add items to the cart, and then log back into your account when you return to see your saved items.
Why is my saved shopping cart empty?
After 30 days, items saved in your shopping cart are removed.
Why is the price of an item in my saved shopping cart different from when I selected it?
Prices are subject to change — including temporary reductions as well as permanent increases. The prices of items in your cart represent the current price for which you will be charged.
How is Sales Tax Charged?
Sales tax on the merchandise total is charged for items shipped to the following states and US territories: IL
Can orders be shipped to a P.O. Box?
Yes, items can be shipped to a P.O. box. However, we regret that rush orders, extra large items and those shipped directly from our vendors cannot be sent to a P.O. box; please call 1.312.714.3000 for information.
When I submit credit card information online, is it secure?
Old Plank Antiques has an encryption and authentication tools to protect the security of your credit card information, and we will do our best to protect its security on our systems. Specifically, every page in the oldplank.com ordering process that requests credit card information uses Secure Socket Layer (SSL) encryption, which is designed to render information unreadable should anyone try to intercept it. However, we cannot guarantee or warrant the security of any information you transmit to or from our Web site, and you do so at your own risk. To help ensure others will not have access to your credit card information while on our Web site, we urge you to sign off your account and close your browser window when you have finished your visit, especially if you are sharing a computer with someone else or are using a computer in a public place.
What is the credit card verification number?
This number printed on your card provides a safeguard when a purchase is made using your credit card. For Visa and Mastercard, it is the last three digits printed on the back of the card. For American Express, it is the four digits printed above the account number on the front of the card.