FREQUENTLY ASKED QUESTIONS
Q) What shipping methods do you offer ?
A) We only ship via FedEx Ground
Q) Do you offer overnight shipping ?
A) No, we do not offer overnight or 2nd day shipping options
Q) Can I use a Post Office Box as a shipping address ?
A) No, we have to have a street address to ship your order to as FedEx will not ship to P O Boxes.
Q) When will my order ship ?
A) In most instances, orders shipped before 4PM CST will ship the next Business day.
Q) How do you define "Business Day" in terms of your shipping policies?
A) Monday through Friday EXCEPT on holidays. Weekends do not count as "Business Days"
Q) Do you ship Internationally ?
A) No - We only ship to the lower 48 Continental United States. If you place an order to be shipped outside of this area, it will be cancelled and you will be refunded.
Q) What payment methods do you accept ?
A) We accept Visa, MasterCard, American Express, and Discover.
Q) How do I get tracking information ?
A) FedEx Ground Tracking information will be emailed to you as soon as it is available from the shipping warehouse. If you have signed up for an account, you may also access tracking by signing into your account and clicking on the "Orders" tab to view your order information and tracking. You may also reprint a copy of your invoice from this location.
Q) Can I add to an my order once it has been finalized and confirmed ?
A) No, after an order has been confirmed it cannot be added to. Please ensure that your order is correct and complete before finalizing and confirming it.
Q) How long does it take FedEx to deliver my order once it is shipped ?
A) FedEx normally delivers shipments within 2-6 business days of shipment.
Q) I tried to call via telephone with a question but I was sent to voice mail. What do I do ?
A) Either send an email with your question to email@example.com or call back and leave details about your question such as the item SKU# or Invoice # and a detailed message. Your email or phone call will be answered (via either a return email or call) usually within 1 business day.
Q) Do you offer Free Shipping ?
A) No, we do not offer Free Shipping.
Q) What is the best/fastest way to receive a response to a question concerning an item or order from your website ?
A) Please email firstname.lastname@example.org and send a detailed description of your question including item SKU#, Invoice #, etc. Your email will be answered usually within 1 business day. Email is the preferred method of communication as it leaves a written record for all parties concerning the question.
Q) Do you have a minimum order size ?
A) Yes, the minimum order size is $15 of product price. (this excludes the shipping amount). The website will not let you place an order for less than this amount.
Q) Why must certain items be ordered in certain quantity multiples ?
A) The case packs of certain items cannot be broken at the shipping warehouses. Therefore on these items you must order in certain quantity multiples. The website will deliver a message to this effect if this is this concerns your order.
Q) What are your Customer Service hours of operation ?
A) Monday-Friday (excluding holidays) from 10AM CST till 4PM CST
Q) How can we contact your company via email ?
Q) Do I have to sign up for an account to place an order ?
A) No, you can place the order as a guest. However, in order to reference your order information, print your order, track your order, etc online you will need to create an account.
Q) I need to return an item ? How do I do this ?
A) You will need to receive an RMA (Return Merchandise Autorization) before you can return any order. After you fill out this online form, you will be emailed detailed instructions on how to return the item. If the order was damaged or defective we will email you a FedEx return label via email at no charge to you. You must return the order within 30 days. After 30 days the order cannot be returned. If you return an item and it was not defective or damaged, you will pay original shipping and return shipping (product price only will be refunded). You will need to fill out the following form :
Request Return Authorization Form
Q) My item(s) were damaged/defective ? What do I do ?
A) In order to return or receive credit for the items, you must fill out a Damage Claim Form online at :
Damage Claim Form
After you submit this online form we will email detailed instructions concerning the process.
Q) How do I cancel my order ?
A) Orders must be cancelled before 4PM CST on the same day that you placed the order. If the order is not cancelled by this time, you will have to return the order at your expense. You must fill out the following online Cancel Order Request Form:
Cancellation Request Form
Once you have submitted this online form you will be emailed confirmation of the cancellation if it has been requested within the proper time constraints.
Q) Can I change the shipping address on my order ?
A) Yes, but it must be changed before 4PM on the same day that you place the order. Also, you must fill out the following online Shipping Address Change Form :
Shipping Address Change Request Form
After the online form has been submitted within the proper time constraints you will be emailed confirmation of the shipping address change.
Q) Do you offer volume discounts ?
A) Yes, if the appropriate volume levels are reached. Please email us at email@example.com to request a quotation.