FAQ
PRODUCT INFORMATION
Q: What are the product dimensions of every turner? (they will also be added to the product descriptions)
A: Original & Quick dimensions Dimensions (L x H x W)
1 Arm: 6" x 11.5" x 8"
2 Arms: 12" x 11.5" x 7"
3 Arms: 18" x 11.5 " x 7"
4 Arms: 24" x 11.5" x 7"
5 Arms: 30" x 11.5" x 7"
6 Arms: 36" x 11.5" x 7"
8 Arms: 48" x 11.5" x 7"
10 Arms: 60" x 11.5" x 7"
Mini 1 Cup & 2 Cup
1 Cup: 4.75" x 11.5" x 5"
2 Cup: 9.5" x 11.5" x 5.75"
A: Our turners are made from cellular PVC Trim board which is fire resistant. It won't crack, rot or split. It is also insect and moisture resistant. It can be painted using paints that are 100% acrylic latex and with a light reflective value of 55 units or greater.
Q: Is the motor being enclosed a safety issue because of how hot the motors get?
A: Our motors are inside the turner but NEVER touch the board. They are held out away from it with a spacer and we position our drying racks for heat to escape out of the top.
Q: Why does my turner make noise sometimes?
A: As much as we want every turner to be so quiet you can't hear it, it's just not possible. Some motors may have some clicking in them but are perfectly fine to use and it does NOT affect the functionality of the turner.
Q: How long are the arms on each turner?
A: Our original arms are 9.5” and our quick release arms are 11”.
Q: How long do the motors last if they’re being used daily?
A: Motors should last a long time if used properly.
Q: Does this Motor get Warm/Hot?
A: Yes, these Motors do get warm, but completely normal. It is important to keep them in a well-ventilated area. They do over time get a little noisy, that’s all normal from wear and tear.
Q: Can this Motor Be Replaced?
A: Yes, you can replace these motors. Replacement motors are available on the Add On's page.
Q: Do you make the motor?
A: We do not make these motors, over torqueing the arm can cause damage we are not reliable or held responsible for
Q: How do I take care of my motor?
A: Keep motor in a well-ventilated area. Motors do get warm that is very normal and to be expected. WE DO NOT WARRANTY THE MOTOR! We make sure all motors work, and are tested and ran for 2 hours prior to shipping. These Motors can run back-to-back, but you do need to have a cooling period between each cup. Otherwise, you will over heat your motor. Let motor cool for at least 10 minutes in between to ensure you don’t burn out your motor. After time motors will make noise, that’s normal wear and tear.
Q: How do I take care of my arms/rods?
A: Don’t screw the detachable arms in all the way. They are NOT meant to go all the way on, just a few turns. If you turn it too much it will lock on, and then you can damage the motor trying to get the arm off. When you attach the arms to the adaptor on turner, HOLD the adaptor as you are screwing in the arm so you don’t put too much pressure on the motor. DO NOT ALLOW MOTOR TO TURN WHEN TIGHTENING THE ARM ON, you will over torque it and burn out the motor. Repeat this process when taking arm off the turner as well.
Q: Will I receive instructions with my turner?
A: Yes, please make sure you read the turner instructions that will be given to you with your order.
Q: What’s the difference between 2/3 RPM and 5/6 RPM Motors?
A: The only difference between the Motors, are the 5/6 motor is a little faster. It spins a full rotation 2 times to every one time of the 2/3 motor. So, it’s twice as fast.
Q: What motor speed is better for me?
A: If you are just looking for a basic turner to epoxy then the 2/3 would be your best bet. If you’re a beginner, we recommend the 2/3 Motor as well. This is usually just a preference; some people just prefer and like the faster motor.
Q: Can I choose my motor speed?
A: We let our customers choose between the two, to give our customers more options. We let you mix and match too and custom make your turner to your liking.
Q: Do the motors only turn one direction or both directions?
A: Our motors turn both directions by clicking the switch until it changes directions. NEVER hold the arm to switch the direction.
Q: Are there any tricks on troubleshooting an arm that is rubbing?
A: We put felt under each arm to keep it from squeaking. If your arms start to rub check your felt and replace.
Q: What is the difference between the mini and the regular? How much space is between each arm and is this changeable by request?
A: Mini turners are just that. MINI. They are for tight places and smaller cups. The spacing between the arms is 6” on center. (meaning from the middle of one arm to the middle of the next) You may request 8" or 10" spacing for an extra fee.
Q: What is the difference between the regular turner and quick release turner?
A: Our original turners screw in and our quick release turners can be slid on and off. The quick release turner was thought of with Sandy in mind. She is having a hard time screwing in the arm of the original and I came up with a one handed button that anyone can use.
Q: Will my turner need to be assembled when I receive it?
A: No, your turner will come ready to be plugged in and ready for use. Each arm is already leveled and ready for you to start creating. It is always a good idea to check the level of your tumbler to make sure its completely level before epoxy. Depending on your preferred cup inserts you may need to adjust your tumbler.
GENERAL INFORMATION
Q: How often does the website restock?
A: Restocks happen weekly and there is a limited quantity available to keep shipping times down. Restocks usually happen Saturday mornings. Please make sure you have joined our Deno's Tumbler Turners LLC Facebook group to keep up with any restock changes as days and times can vary.
Q: What are your turnaround times?
A: Turnaround times vary, and are more frequently updated in our Facebook group. All turners and inserts are made to order items, and will need time to make. We do NOT keep inserts in stock since we provide a wide variety of options. So PLEASE make sure you can wait our Estimated Turnaround Times before purchasing. We try to keep the turnaround time posted on the front page of your website to ensure you are aware before you purchase.
Q: Are there times your turnaround times are extended?
A: Yes, there are times where we will need to extend turnaround times up to 14 business days. It is not common, but during some holiday seasons, orders are more frequent, therefore the turnaround time is extended.
Q: What does the turnaround time include?
A: Turnaround time begins from the first business day your order is received and paid for until the order has shipped. Turnaround time does not include shipping or transit.
Q: How can I get ahold of Deno's if I am still having issues or can't find the answer to a question I'm looking for?
A: You may email us at denostumblerturners@gmail.com or give us a call at 812-459-9113. Please allow up to 24 hours for a response. Any emails or phone calls received after 5PM Central Friday will be returned on the following Monday.
RETURNS/REFUNDS/CANCELLATIONS
Q: Do you accept returns?
A: We do not accept returns. We will stand behind our product, and will help you resolve your matter in a timely manner from the date of delivery. Must provide video/picture proof, so we can assess to see if this is a warranty issue within 30 days of receiving your product.
Q: Can I cancel my order?
A: We do not accept cancellations. Due to the nature, materials, and work into making these turners, you are not able to cancel your order at any time.
SHIPPING
Q: Can you tell me the status of my order after it has been shipped?
A: I can only tell you what your tracking number shows. Once your package is received by either UPS, it is in their hands and I no longer have responsibility of your order. You will receive a tracking number once your order has shipped which you can check with the shipping carrier, and see any shipping updates. Otherwise, I don't have any more access or knowledge of your order than you.
Q: What is ROUTE and why is it automatically added to my cart?
A: Route is additional shipping insurance for your product. Route automatically connects to everything you’ve ordered from all your favorite retailers while allowing you to visually track your packages, anytime, anywhere. Add Route Package Protection at checkout and unlock full package protection and seamless resolution for order issues. Route is not required but is highly recommended. Route offers you "peace of mind" package protection for all of your orders at an affordable price. The cost to you is only around 1.5% of the cart value to fully protect your package in the event that it is lost, damaged, or stolen. Route must be added to all carts when purchasing turners. If it is not, you will be sent an invoice for it. In the event the invoice is not paid, your order will be cancelled.
Q: Who do you use for shipping?
A: We currently use UPS to ship all of our products. Add On’s will be shipped USPS if not ordered with a turner.
Q: How will I know when my order has been shipped?
A: You will automatically receive an email with your tracking number once your shipping label is created. After your shipping label is created, it may take up to 5 business days for your order to go into transit, and tracking to be updated.
Q: Are there ever shipping delays?
A: Shipping delays are common with any small business, especially during holiday seasons. Shipping delays are not something we can control, but we do our best to get our product to you as fast as possible.
DAMAGES
Q: What if my turner is damaged during transit?
A: First things first, take pictures of the damaged area and the box it came in showing where the damage is. Once you have pictures, send an email to denostumblerturners@gmail.com, with the pictures and your order number. Pictures of the package, item and all of the original packing material is very critical in order to file a claim with UPS as well as Route shipping insurance (if you bought the extra insurance at checkout). It is the buyer’s responsibility to start a claim with Route and UPS. If your claim is approved, we will begin on a replacement turner. You will be responsible for sending the original turner back to us to receive a new replacement turner. If you refuse to send the original, damaged cup back to us, you will not receive a replacement turner. You must write return to sender on the damaged box with all contents that came in the box and send it back before we move forward with sending a replacement turner.
Q: Are you able to repair any damages if something happens to my turner over time?
A: Yes. Customers are responsible for shipping cost to us if you would like us to repair any damages. Customers will also be responsible for any additional materials cost needed to repair any damages. We will do the repairs free of charge.