Frequently Asked Questions (FAQs)
How quickly do you respond to emails?
We generally respond to emails the same day if they are sent during business hours (9:00 am to 5:00 pm, Eastern Time (ET), Monday through Saturday).
Is it safe to use my credit card on your website?
Yes, it’s very safe. Sensitive credit card information is encrypted before being processed. All credit card transactions are securely processed. The procession uses the 128-bit SSL encryption and strength encryption to keep your personal and credit card information safe and secure. Sure, it costs us more; but we believe you deserve the best when it comes to our website security and keeping your financial information secure.
We do not share, give, rent or sell your personal information to any third parties for purposes of commercial solicitation. The only time we share your information with other companies is for the purpose of filling your orders, processing payments, etc. For example, we share your shipping address with UPS so that your order can be shipped to you. (See Privacy & Security policy).
Can I cancel my order?
You have the option to cancel your order if it has not yet been processed. If your order has been processed and shipped you have to wait until after the item has been shipped to you for returning item and refund.
Can I edit my order?
If the order has already been processed, it will say "Cannot be changed."
You cannot change the shipping address to an address that would require a carrier change. In other words, if your original shipping address was to the United States, you cannot change it to Canada, because the shipping cost is higher. In a case like this, you would need to cancel the order and then place a new order.
You also cannot change the item number or quantity of items in your order. Again, just cancel the order and place a new one. When you cancel the order, a merchandise credit will be instantly added to your account which you can apply to the new order.
If your order has already shipped and you need to change the shipping address, there is an $11 charge PER carton. Please call or email customer service to change the address on an order that has already shipped. This is called an "intercept" and can only be used for orders that shipped via UPS ground. There is no intercept option for any other carrier.
We collect sales tax on all orders shipped within North Carolina. We do not collect sales tax on orders to any state except North Carolina, but the situation can change when states start requiring the tax.
Do you have weights for the items?
In most cases, yes (in the item description). However, our shipping rates are based on your order total, not the weight of your order.
Is there a Product Guarantee?
Yes. We guarantee that all our products will be free from defect and will be as pictured and described on our website. If you receive a product that does not meet our guarantee, we will ship a free replacement at no charge to you or credit your account. Certain items may have an additional warranty from the manufacturer. If this is the case, it will be stated in the description.
Do we ship outside of the US?
Yes, we ship outside of the United States; however, we ship only in Canada. Please e-mail us for a shipping quote if you live outside of the US. firstname.lastname@example.org
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