FAQ

Below you’ll find answers to the most common questions you may have with The Prestwick Companies or your purchase.

General Questions

If I need to provide a copy of my logo, how should that be submitted / what is a vector graphic?

If a copy of your logo needs to be provided, it must be either a raster or vector file type depending on what is needed. A Raster file (either .jpeg, .tif, .gif, .png, or .bmp) can be provided for any logo that will be used for an overlay. This cannot be used for any engraving of your logo. If your logo will be engraved, a Vector file (either .eps, .ai, .svg, and some .pdf’s) must be provided. See the Logo Artwork Standards sheet for more information.

Who are The Prestwick Companies?

The Prestwick Group is an umbrella company that consists of Prestwick Golf, Prestwick Limited, Max-R, and Nex-Terra. Sister Bay Furniture is our sister company. All furniture orders will be invoiced separately.

Do you sell direct?

We manufacture and sell direct to ensure you receive the best prices. Additionally, we provide direct service to the end user due to the customized nature of our product. However, we do work with designers, architects and other firms as well as certain distributors.

Material Questions

What material do you use for your products?

Our recycled plastic material is made of post-consumer HDPE; primarily recycled milk jugs. It’s 95% pure recycled post consumer plastic – no fillers are added, only bonding agents, colorant, and UV inhibitors to ensure longevity.  We also use Ipe hardwood, an exotic wood from tropical America. This wood is also referred to as Iron Wood due to it being the toughest wood species known to man; almost twice as dense as most woods and up to five times harder. This makes the products built from this wood long lasting and fairly easy to maintain.  Our new line of Inspire Bins can be made from a variety of materials and finishes such as stainless steel, premium laminate, brushed aluminum, and other mixed materials for a beautiful, sophisticated look.

Can I paint my recycled plastic product?

We don’t recommend it. In fact, few paints will actually adhere to it because of the simple nature of the material and its low-porosity. We see this as a benefit as it will stay vibrant for years and will not require any painting.

What options do I have for adding my logo?

We can add your logo to nearly all of our products. This can be an overlay (sticker type material, cheaper but easy to replace), resin pour / engraved (we use an epoxy resin and can mix it to any matt color. We also offer metallic colors in gold, aluminum/silver, and bronze. This is a permanent addition that looks professional but is more difficult to replace), and laser engraved (if your product is wood, we can burn your logo into the wood using a laser engraver. This can be beautiful on its own or you can add any matt color paint to spice it up! This will be more difficult to replace)

Production Questions

What are your lead times?

Production lead times start once all approvals and down payment is received, if applicable. Lead times may vary depending on seasonal fluctuations, order complexity, and material availability. Please contact us directly for more information.

Are your products all made in the USA?

Yes! All of our manufactured products are made in the USA. We partner with as many local suppliers as possible, including our raw materials and many in-unit accessories.

Shipment Questions

How will my order be shipped?

Your products can ship either on a pallet (shipped on a full-sized truck) or in a small package. If your order is shipping in a small package, we use UPS as our preferred carrier but can also use USPS or FedEx. If your order is shipping on a pallet or multiple pallets, we use the most economical carrier. You are also welcome to use your preferred third party carrier for any shipment.

How long are transit times?

Domestic shipments typically arrive within 2-6 business days after your product has left our facility. However, this may vary depending on the carrier, weather or other problems that are out of our control. Tracking information will be provided on most shipments to help assist with making your delivery as smooth as possible.

Where is my order shipping from?

The majority of our products are built and shipped from our headquarters/manufacturing facility located in Sussex, WI, USA. We also drop ship select products from other locations around the country.

Is shipping cost included?

Shipping & handling charges are not included in most of our product prices. Shipments are “F.O.B. Destination” meaning Prestwick assumes liability in transit. Shipping costs are determined based on your location and the products that are being shipped. Additional delivery services are available upon request; associated fees may apply.

How are shipping costs calculated?

Prices are determined based on quantity of pallets, dimensions, weight, and class of the shipment. Additional shipping costs may be added if those options are requested.

What is “standard” shipping?

All standard shipping & handling charges include delivery from our facility to a single specified location. It is your responsibility as the receiver to remove your order off the delivery truck (a formal loading dock or forklift will be needed on all shipments. A pallet jack may be used for smaller shipments) and dispose of any packaging materials. Any necessary additional shipping requirements must be requested prior to your product leaving our facility (additional charges may apply).

How do I determine special shipping requirements?

Depending on the size of your order and the capabilities of your receiving location, different delivery options may be necessary. Please check with your shipping/receiving department to confirm if their facility can handle such a shipment – If a formal loading dock is not accessible, a forklift or liftgate will be needed. Other additional options are available (driver assistance, delivery appointment, limited access delivery, etc) for additional costs. Please contact us if you need more information.

How are international shipments handled?

We utilize our freight forwarder for all international shipments. You can also use your own preferred forwarder. We can handle customs clearance, duties and taxes, as well as meet international pallet standards. Air or ocean freight options are available. Have confidence in your order; we have experience shipping manufactured products to 65 countries and counting in Asia, Africa, South America, North America and Europe!

After-Shipment Questions

How do I clean my recycled plastic products?

While our plastic is virtually maintenance-free, there will inevitably be times you’ll want to tidy it up. Simply wet a rag with a mild detergent and wipe it clean (we recommend SimpleGreen(R), available at most hardware stores). If there’s dirt caught in the faux-grain edges of the material or in any engraved section, use a plastic bristle stiff brush to free up the residue and wipe clean. For more heavy-duty cleaning, to remove permanent marker for instance, try Miracle Solution. See Plastic Maintenance Sheet on our Maintenance Instructions sheet for more information.

How do I clean my Hardwood (Ipe) products?

While Ipe Hardwood is naturally resistant to rot and decay, we do recommend periodic cleaning of your Ipe Hardwood products to help maintain their original appearance and prevent build-up of hard water, dirt, and other grime. We also suggest that, after staining or oiling your Ipe, you apply a wax or similar Hardwood sealer to help prevent cracking, moisture build up, and to keep your product looking brand new. A wide variety of Ipe cleaners and waxes can be sourced from your local hardware store or paint supply store.

How do I clean and take care of the resin on my product?

Depending on where the product is placed will determine the frequency the resin will need to be cleaned. To clean the resin, we recommend using warm water and mild dish soap (we recommend using SimpleGreen). Please see Care Of Resin on our Maintenance Instructions sheet for more information.

My product arrived damaged! What should I do?

It is rare that items are damaged during transit. However, if items arrive with any noticeable damage, please note this on the Bill of Lading or other applicable documents. Please note: if items are missing or have been damaged, claims must be filed within 48 hours of receiving your shipment. If you would like to report missing or damaged items, please contact Customer Success at 800-505-7926 ex. 2014; Monday – Friday, 8:00 AM – 5:00 PM CST.

Will my products arrive fully assembled or will some assembly be required?

Depending on the product, some minor assembly may be required. Any products requiring installation or assembly will include instructions. If instructions are missing, please check this FAQ page for info or reach out to our Customer Success team for assistance.

Questions? Comments?

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