Introducing our Frequently Asked Questions (FAQs) section! Here, we have compiled a list of the most commonly asked questions and their answers in one convenient place.
Our FAQs section is designed to provide our customers with quick and easy access to information about our products and services. Whether you have a query about shipping and delivery, payment options, or product specifications, you will find the answers you need here.
Our FAQs section offers you the opportunity to be proactive in addressing any potential questions or concerns you may have about our products and services. We strive to make the purchasing process as smooth and convenient as possible, and our FAQs section serves as a valuable tool to help achieve this goal.
We regularly update our FAQs section to ensure that we continue to provide our customers with the most up-to-date information. If you cannot find the information you are looking for, our customer service team is always available to assist you.
So, take a few minutes to browse our FAQs section today and find the answers to your questions. Our goal is to provide you with the best possible customer service experience!
Yes, we ship orders out daily. Shop online 24-7.
We have started this FAQ for your information about our operations. This page will be updated as our operations change and as needed:
Office - Hours of Operation: Customer service is available by phone Monday through Friday from 9 a.m. to 10 am., Eastern Standard Time. We are closed for lunch from 12:00 p.m. to 1:00 p.m. daily.
Warehouse – Hours of Operation: The warehouse center picks, packs and prepares shipment of orders from 7:30 a.m. to 4:00 p.m. UPS typically picks up boxes packed throughout the day with their last pick up time at 3:00 p.m. While customers may receive an email that their order has shipped, the freight trucks carrying your box may not arrive to the UPS terminal until after 6:00 p.m. We suggest accessing UPS tracking after 7:00 p.m., Eastern Standard Time.
Order Processing Times:
Are your operations up and running? What is your current ship/ processing time? Our operations are up and running normally. Thanks to our terrific team here, our processing time keeps improving! We strive to process all orders as quickly as possible. Approximate processing times are displayed; in business days, and can be found in the cart and throughout the checkout process. Business Day 1 is the business day after your order is placed. Processing times will vary depending on current order volume. We sincerely appreciate your business, and your patience.
After orders are placed we do not allow cancellations. (We review cancellations on a case by case basis.) There will be a max of 35% restocking fee on any cancellation. See our About Us page for terms and information on cancellations and returns.
When will your local store pick up option be available again? We will no longer support local pick up. Due to terms and conditions in place by payment systems, pick up options are not covered for seller protection.
What's that mean? In the event of a chargeback for product not received, the customer will always win on orders placed for pick-up. Payment processors do not cover pick-up orders due to the lack of evidence order was picked up by purchaser.
Can you add to an order? No, once an order is placed we can not add, subtract, substitute any items in that order. During checkout you have to accept these terms prior to being able to complete your payment. We do not cancel orders due to items being forgotten.
Discount Codes: It is the responsibility of the customer to add their discount code during checkout. We cannot apply a coupon or discount code to completed orders. We do not refund, credit, cancel orders due to a coupon not being used.
Can you change my address? No, we can not change the address on any order. We have taken the measures to ensure customers double check their addresses, prior to being able to complete their purchase. So please, read all messages when check marking the appropriate boxes during checkout. Payment processing chosen during checkout prevents the option to change any shipping address
Check order for your Correct Addresses -You MUST make sure you put the correct address on your order, and you must make sure that if anything changes in your area and you can not accept a parcel or a shipment, you'll need to contact us immediately to let us know what to do. In any event that we are able to change the address, someone must also be at the address to accept the delivery. If your order has already shipped, there is a change of address fee of $20.
RETURNS- Due to the nature of our products- We do not have a return policy during the current and ongoing COVID19 outbreak and we do not allow returns or refunds. If an order ships it can not be returned for a refund or store credit. When a package is returned to us it will be disposed of. If you can not accept a package and it is returned to us it can not be shipped back to you. It will be destroyed as unsalable merchandise. If you order something and it has shipped and it was not our mistake there are no returns or refunds given. There are no exceptions.
When I am placing my order, is there anything else I need to think about? Yes, two important things to remember; you must make sure that the address you are shipping to is accurate and that there will be someone there to accept the order. If your community has a lock down and "quarantine in place" and you do not update the address and there is no one to accept the order, it will be shipped back to us and you'll need to pay for the order and for the shipping again. We do not want this to happen so please check your address and make sure you, or someone, can accept the package or pallet. We currently do not accept returns, and there will be no refunds on orders during this time. We can not accept any returns of any packages. If a shipment, any package, is returned to us it will go in to a special "quarantine area" and will be marked as unusable merchandise and be destroyed. You will have to reorder.
Reward Points: In order to receive your reward points, you must always log in prior to placing your order. We cannot adjust reward points for orders placed without logging in first.