I saw an item on your website, is it possible to get it in a different color, size, or configuration? No, all the items are shown on the web site. If optional sizes or configurations are available they will be shown in the description or listed as a separate item number.
How much will the shipping charges be for my order? The best way to see the shipping charges is to add the items you want to the shopping cart and then use the shipping calculator and the shipping options will be displayed. These are also summarized on on shipping information page.
What if my package goes to the wrong address and is returned to us? If a package is returned by USPS or UPS as the address is invalid we will contact you by email to request clarification on the address you entered. If the address you gave us was incorrectly entered by us we will ship the package back to you free of charge, if you entered the address incorrectly we will offer to ship back to you and charge you the revised shipping costs.
How do I track my package? You will receive an email with a tracking number and every package we ship has been designated with a tracking number and delivery confirmation, so can be tracked online via USPS and UPS.
What if my Package is Damaged on Arrival? If the package is damaged on arrival, refuse the package and ask it to be returned to us. When it arrives we check out the package and contents and will file an insurance claim if an item is damaged. We will you ship a new item to you upon receipt of this original package. if you choose to accept a damaged package, there is nothing we can do.
Can I place a COD order? No, sorry we do not accept COD orders.
Can I get a Credit Account for Net 15, 30 or 45 days? Yes this is possible, but only for long established customers with a good payment history
How long will it take till I receive my order? It depends on when we receive the order from you and what method of shipping you choose. We ship all orders as fast as we can in the order we receive them. See our shipping policies for more information.
Can I return the items if they don't meet my needs? Yes we now have a 30 day return policy for unused/unwanted items, but customer pays for the return shipping. If you have any questions, ask before placing the order to make sure it is what you need.
If you ship me an item that is defective or incorrect what can I do? We will replace free of charge any defective or incorrectly shipped items.
Can you order an item for me that is not on your website? Some standard items from our regular suppliers can be ordered, but are subject to pricing and new stocking costs.
Do you do Bulk Discounts? If you have a larger order that you wish to discuss discount pricing on, please email email@example.com outlining your needs and we will review your request and let you know.
Can I place my order by phone? Yes, you can by calling 408-778-3868 between 10am and 4pm Pacific Standard Time, Monday through Friday. However, if you want to place the order by phone because you don't like to send your credit card information over the internet, please be assured that we use state of the art encryption techniques from Shopify and so we never have access to your specific credit card information.
Can I download an order form and send/fax it to you? Yes, you can using the order form. Please print and complete this and then email to us at firstname.lastname@example.org or fax it to us at 408 778 2558 if you want to use a credit card, or send it to us at the Santa Clara address on the form with a check for the full amount including shipping and tax. We will send the order once the check has cleared.
Do you charge sales tax on my order? Yes currently if your order is being shipped within California. If you are a reseller and have a valid California Resale Certificate please print the Certification Form and email to us at email@example.com or fax it to us at 408 778 2558. Sales tax on orders is changing as more states are in the process of setting up internet sales tax collection.
Which Internet Browsers are Supported? Our customers have used Internet Explorer, Google Chrome, Safari and Firefox. If you are having problems and you want to place the order by email please send the details to firstname.lastname@example.org and we will call you for your payment details. Alternately just call us directly on 408 778 3868 or fax the online form to us at 408 778 2558.