Q: How do I know if my order qualifies for free shipping?
A: We're happy to offer Free Ground Shipping on online orders to our customers who have a total purchase that exceeds our Free Shipping threshold of $99.00. Free shipping is only available to customers shipping Ground in the Continental US. Orders shipping 2 Day, Overnight or Express will not be eligible but can be upgraded at the checkout for an additional cost.
Q: What are my shipping charges if my order doesn't qualify for free shipping?
A: Click here to view all shipping rates and options. You will also see all your options and costs at the checkout process. All prices listed include Shipping, Duty and Brokerage.
Q: How do I know if my item is in-stock or not?
A: Every product has an Availability noted on our website and on your order confirmation email. It’s important to note that standard order processing and transit times are not included in this estimate (see the following two Q&A for more details).
Q: When can I expect my order to ship out?
A: All in-stock orders for which payment has been approved will be processed within 24 hours from Monday to Friday. If you would like detailed lead times, please contact us. If your order has multiple products with varying Availability, your order will be shipped once all the items are available. If you would prefer to break down the order, let us know (additional shipping costs may apply). International shipments take longer to prepare due to the additional paperwork required as well as the additional transit times, you will be contacted with this information. If there's anything special with your order, you will be contacted to go over this.
Q: When can I expect my order to arrive?
A: In addition to the product availability and order processing times noted above, please allow for courier transit times. See here for standard transit times as well based on the method of transport you selected. Our transit estimates are calculated based on the typical transit time from pick-up to drop-off. International orders will require longer transit times.
Q: Will I receive a shipment tracking number for my order?
A: Yes. As soon as your order is processed, we will email you a shipping confirmation notice that will include your tracking number (when applicable). To ensure you receive this as well as other order communications, please add our address to your email safe senders list, address book or contact list.
Q: What are the terms and conditions regarding my order?
A: Prices on the website are F.O.B. our warehouse and are subject to change without notice. Prices do not include applicable taxes and shipping costs. On occasion it's possible that pricing errors occur. We will do our best to honor our advertised prices and make the situation right, however, in certain cases where this is not possible we reserve the right to cancel your order.
Q: Why haven't I received my order & shipping confirmations?
A: These emails go out automatically every step of the order processing from our system. To ensure you receive these emails as well as other order communications, please add our address to your email safe senders list, address book or contact list.
Q: My shipment with my order was returned to sender, what's going to happen?
A: Once we receive the returned order, our customer service team will contact you to confirm your shipping address. We'll make every effort to get your order back out to you in a timely fashion. Depending on what led to the return and who is responsible, there could be additional shipping fees for you to cover. We'll go over this with you when we reach out and if it's our error, we will cover the costs.
Q: What is your return policy?
A: If for any reason you are not 100% satisfied with a product you receive from us, you may return the product within 30 days from the time of receipt, for a full refund or exchange of the product you purchased (less any shipping costs). Within this time, products may be returned; freight prepaid and must be in their original packaging and in resalable condition.
Shipping errors, missing or damaged item(s) must be reported to us immediately (damages should be accompanied by a signed bill of lading acknowledging the damage).
For shipping errors, we’ll ship you a new order with the correct item(s) as soon as possible. However, if the original/incorrect item(s) are not returned to us within two weeks, you will be charged for both orders. Once the item(s) are returned, we’ll issue a credit back to you.
Items returned will be inspected for damage or misuse at which time they may be subject to restocking fees, other fees or refused, prior to the issuance of any credit.
Q: What are my payment options?
A: We accept American Express, VISA, MasterCard, Discover, PayPal, wire transfers/EFT as well as cheques. Accepted methods vary by country. We conform to all PCI compliance policies in order to secure your credit card information and identity.
Q: Can I process my online order with a debit card?
A: We do accept Visa & MasterCard debit cards. However, it’s important to keep in mind that some issuing banks put restrictions on those types of cards, and this isn’t something we have any control over. If yours isn’t accepted, you would need to contact your issuing bank for more information.
Q: What if the image/description on your website doesn’t match what I received?
A: We do our best to keep the images and product descriptions up-to-date. The images we use are for illustrative purposes only. Refer to product description, data sheets or contact a sales technician for more information. If conflicting information occurs, we will do our best to make the situation right (refer to return policy above) however, we will not be held liable for incorrect images or product descriptions.
Q: What warranties do you offer on your products?
A: All items ship with a standard 1 year manufacturer's warranty. Should the item fail within the stated warranty time period, please contact us to make arrangements to have your item repaired or replaced.
Q: Do I need to budget for duty and brokerage fees?
A: All listed shipping charges include duty and brokerage fees. This includes orders qualifying for free ground shipping.
Q: What is the best method for me to get in touch with one of your product experts?
A: Our product experts are available by email and phone Monday to Friday from 8am to 8pm (EST). All emails sent outside these hours are handled the following morning with the highest of priorities.
Q: I need an official invoice for my statement of expenditures. How to obtain it?
A: As soon as your order is processed, we will email you a shipping confirmation notice that will include a copy of your invoice. To ensure you receive this as well as other order communications, please add our address to your email safe senders list, address book or contact list. A copy of your invoice can be sent to you on request. Just send us an e-mail on this matter.
Q: What is your privacy policy?
A: This website uses Google Analytics to help analyze how visitors use this site. Google Analytics uses "cookies", which are small text files placed on your computer, to collect standard internet log information and visitor behavior information in an anonymous form. No personally identifiable information is collected about you unless you explicitly submit that information via a fill-in form on this website. The anonymous information generated by Google Analytics cookies about your use of this website (including your IP address) is transmitted to Google. This information is then processed to compile statistical reports, used to evaluate visitor usage so that we can optimize the content to better meet your needs.
We use Google AdWords Remarketing to advertise us across the Internet. AdWords remarketing will display relevant ads tailored to you based on what parts of the our website you have viewed by placing a cookie on your machine. THIS COOKIE DOES NOT IN ANYWAY IDENTIFY YOU OR GIVE ACCESS TO YOUR COMPUTER. The cookie is used to say "This person visited this page, so show them ads relating to that page." Google AdWords Remarketing allows us to tailor our marketing to better suit your needs and only display ads that are relevant to you.
How to Opt out of Remarketing and Advertising If you do not wish to participate in our Google AdWords Remarketing, you can opt out by visiting Google's Ads Preferences Manager. You can also opt out of any third-party vendor's use of cookies by visiting www.networkadvertising.org/choices/
A: We're happy to offer Free Ground Shipping on online orders to our customers who have a total purchase that exceeds our Free Shipping threshold of $99.00. Free shipping is only available to customers shipping Ground in the Continental US. Orders shipping 2 Day, Overnight or Express will not be eligible but can be upgraded at the checkout for an additional cost.
A: Click here to view all shipping rates and options. You will also see all your options and costs at the checkout process. All prices listed include Shipping, Duty and Brokerage.
A: Every product has an Availability noted on our website and on your order confirmation email. It’s important to note that standard order processing and transit times are not included in this estimate (see the following two Q&A for more details).
A: All in-stock orders for which payment has been approved will be processed within 24 hours from Monday to Friday. If you would like detailed lead times, please contact us. If your order has multiple products with varying Availability, your order will be shipped once all the items are available. If you would prefer to break down the order, let us know (additional shipping costs may apply). International shipments take longer to prepare due to the additional paperwork required as well as the additional transit times, you will be contacted with this information. If there's anything special with your order, you will be contacted you to go over this.
A: In addition to the product availability and order processing times noted above, please allow for courier transit times. See here for standard transit times as well based on the method of transport you selected. Our transit estimates are calculated based on the typical transit time from pick-up to drop-off. International orders will require longer transit times.
A: Yes. As soon as your order is processed, we will email you a shipping confirmation notice that will include your tracking number (when applicable). To ensure you receive this as well as other order communications, please add our address to your email safe senders list, address book or contact list.
A: Prices on the website are F.O.B. our warehouse and are subject to change without notice. Prices do not include applicable taxes and shipping costs. On occasion it's possible that pricing errors occur. We will do our best to honor our advertised prices and make the situation right, however, in certain cases where this is not possible we reserve the right to cancel your order.
A: These emails go out automatically every step of the order processing from our system. To ensure you receive these emails as well as other order communications, please add our address to your email safe senders list, address book or contact list.
A: Once we receive the returned order, our customer service team will contact you to confirm your shipping address. We’ll make every effort to get your order back out to you in a timely fashion. Depending on what led to the return and who is responsible, there could be additional shipping fees for you to cover. We’ll go over this with you when we reach out and if it’s our error, we will cover the costs.
A: If for any reason you are not 100% satisfied with a product you receive from us, you may return the product within 30 days from the time of receipt, for a full refund or exchange of the product you purchased (less any shipping costs). Within this time, products may be returned; freight prepaid and must be in their original packaging and in resalable condition.
Shipping errors, missing or damaged item(s) must be reported to us immediately (damages should be accompanied by a signed bill of lading acknowledging the damage).
For shipping errors, we’ll ship you a new order with the correct item(s) as soon as possible. However, if the original/incorrect item(s) are not returned to us within two weeks, you will be charged for both orders. Once the item(s) are returned, we’ll issue a credit back to you.
Items returned will be inspected for damage or misuse at which time they may be subject to restocking fees, other fees or refused, prior to the issuance of any credit.
A: We accept American Express, VISA, MasterCard, Discover, PayPal, wire transfers/EFT as well as cheques. Accepted methods vary by country. We conform to all PCI compliance policies in order to secure your credit card information and identity.
A: We do accept Visa & MasterCard debit cards. However, it’s important to keep in mind that some issuing banks put restrictions on those types of cards, and this isn’t something we have any control over. If yours isn’t accepted, you would need to contact your issuing bank for more information.
A: We at do our best to keep the images and product descriptions up-to-date. The images we use are for illustrative purposes only. Refer to product description, data sheets or contact a sales technician for more information. If conflicting information occurs, we will do our best to make the situation right (refer to return policy above) however, we will not be held liable for incorrect images or product descriptions.
A: All items ship with a standard 1 year manufacturer's warranty. Should the item fail within the stated warranty time period, please contact us to make arrangements to have your item repaired or replaced.
A: All listed shipping charges include duty and brokerage fees. This includes orders qualifying for free ground shipping.
A: Our product experts are available by email, and phone Monday to Friday from 8am to 8pm (EST). All emails sent outside these hours are handled the following morning with the highest of priorities.
A: As soon as your order is processed, we will email you a shipping confirmation notice that will include a copy of your invoice. To ensure you receive this as well as other order communications, please add our address to your email safe senders list, address book or contact list. A copy of your invoice can be sent to you on request. Just send us an e-mail on this matter.
A: This website uses Google Analytics to help analyze how visitors use this site. Google Analytics uses "cookies", which are small text files placed on your computer, to collect standard internet log information and visitor behavior information in an anonymous form. No personally identifiable information is collected about you unless you explicitly submit that information via a fill-in form on this website. The anonymous information generated by Google Analytics cookies about your use of this website (including your IP address) is transmitted to Google. This information is then processed to compile statistical reports, used to evaluate visitor usage so that we can optimize the content to better meet your needs.
We use Google AdWords Remarketing to advertise us across the Internet. AdWords remarketing will display relevant ads tailored to you based on what parts of our website you have viewed by placing a cookie on your machine. THIS COOKIE DOES NOT IN ANYWAY IDENTIFY YOU OR GIVE ACCESS TO YOUR COMPUTER. The cookie is used to say "This person visited this page, so show them ads relating to that page." Google AdWords Remarketing allows us to tailor our marketing to better suit your needs and only display ads that are relevant to you.
How to Opt out of Remarketing and Advertising If you do not wish to participate in our Google AdWords Remarketing, you can opt out by visiting Google's Ads Preferences Manager. You can also opt out of any third-party vendor's use of cookies by visiting www.networkadvertising.org/choices/
