FREQUENTLY ASKED QUESTIONS
Q) What shipping methods do you offer ?
A) We only ship via UPS Ground
Q) Do you offer overnight shipping ?
A) No, we do not offer overnight or 2nd day shipping options
Q) Can I have an item shipped to my local True Value store from your website ?
NO....We do not offer Ship to Store.
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 UPS will not ship to P O Boxes.
Q) When will my order ship ?
A) Orders normally ship within 3-5 Business days except during periods of Natural Disasters, Weather Upheaval or Global Pandemic.
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, Discover, and Paypal.
Q) How do I get tracking information ?
A) UPS 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 UPS to deliver my order once it is shipped ?
A) UPS normally delivers shipments within 2-6 business days of shipment except during periods of Natural disaster, Weather Upheaval, or Global Pandemic.
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 firstname.lastname@example.org 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 2 business days except during periods of Natual disaster, Weather Upheaval or Global Pandemic.
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 email@example.com and send a detailed description of your question including item SKU#, Invoice #, etc. Your email will be answered usually within 2 business day except during periods of Natural Disaster, Weather Upheaval and Global Pandemic. Email is the preferred method of communication as it leaves a written record for all parties concerning the question.
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 full cases. The product details page will contain a message stating how many of these items comprise a case. The price on these items is stated per case.
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 ?
Beginning with Orders Placed on or after 6/4/2020 we will not accept Returns unless they are damaged, defective, or you received the wrong product. Otherwise, If you order it....it belongs to you.
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 ?
Beginning 6/4/2020 Orders CANNOT be cancelled. Once the order has been processed, it cannot be CHANGED or CANCELLED. Please ensure that you have entered your order correctly with the correct quantities and shipping information before you submit it. Once the order is processed, it belongs to you. We may accept returns on cancelled orders at our discretion but all the associated fees for returning the item will be borne by the customer.
Q) Can I change the shipping address on my order ?
Beginning 6/4/2020 No order can be changed or modified once it has been processed. Please ensure all your information is correct BEFORE submitting your order.
Q) Do you offer volume discounts ?
A) Yes, if the appropriate volume levels are reached. Please email us at firstname.lastname@example.org to request a quotation.