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Existing Orders

Backorders

We offer a backorder service for items that are temporarily unavailable at the warehouse.  Most backorders are shipped within a few extra days.  We receive new inventory daily and will resubmit your order to the warehouse for special shipment. Your backordered items will be shipped to you at no additional charge.
 

Canceling or Modifying Orders

We process your order immediately in order to ship your items as quickly as possible.  


Once an order is sent to the warehouse for processing or has shipped, we cannot make any modifications or cancel your order. You will not be able to make any of the following changes: add items, remove items, change the shipping address, or cancel the order. 

 

Damaged Item

If you receive a damaged or wrong item, you must report it to us within 5 days of receiving your package in order to receive a refund. 


This 5 day policy reflects that terms and conditions that our manufacturers and distributors apply to us so please make sure you check your items and get back to us as quickly as possible.

 

Lost Order

If your order does not arrive within 15 business days after being shipped by us, it may be lost.  Please check to see if this information is available and read through the following options:


Tracking information indicates the package has been delivered:
  Please check with your neighbors or family members. Packages are occasionally left with neighbors, a building manager, or are placed somewhere relatively safe such as your porch, garage, or even behind bushes. If you were not home when the carrier attempted to deliver the package, it is also possible that the package is awaiting pick up at your local carrier facility, or Post Office, please check with them directly using your tracking information.
 


Tracking information indicates the package is undeliverable:
  If the package is being returned to us after several attemps to deliver the package to you, or if the address is incorrect, the package is considered an undeliverable package and will be returned to us automatically.  A refund will be processed upon receipt of the returned package.


Please confirm that the Shipping Address is correct when writing us about lost packages: 
If the Shipping Address is incorrect, we will not be able to guarantee a refund unless we are able to get the package returned or if it is automatically returned to us as undeliverable.


No tracking information available:
If your order is still "in process" at our warehouse, the estimated ship date will give you an idea when your package should be shipped.  If the order status is listed as "shipped" and 10 business days has past and you still have not received your order, please contact us.


Please note
:  We can only begin to investigate lost orders once 15 business days have passed since the date of shipment.  All items purchased from us are made pursuant to a shipment contract with our carriers.  This means that the risk of loss and title for such items pass to you upon our delivery of your order to the carrier.  Unfortunately, we will not be able to refund or replace lost packages that the carrier has indicated as delivered.
 

Missing Items

After receiving a shipment, please check all contents before discarding the box and packing.  Review your shipping confirmation closely.  A shipping confirm was emailed to you.


If your shipping confirmation indicates that the item was shipped but it is not in the box, report the problem to us.  A customer service specialist will review your order.  Determination of the status of a refund is based, among other things, on the final ship weight, customer rating and history of past missing item reports.


If your shipping confirmation indicates that the missing item was not shipped.

 

Multiple Shipments

We ship from multiple warehouses across the country. To expedite shipping, your order may arrive in multiple packages. There are no additional shipping charges for multiple shipments.

Order Processing Times

Most orders are processed and shipped within 1-3 business days. However, order processing time is dependent on several factors, including:  the inventory status of the items you have selected, the destination address, the shipping options you've chosen, and how quickly we can obtain and assemble order items for shipment.  Special order items or items that become unavailable during processing your order may take up to 7 days before we're able to ship them to you.  Also, orders for multiple items or multiple copies of a single item can take longer to assemble.  If you would like to see the status of your order, go to the Order Status Wizard >>  (also located at the top of the web site).  Visit Estimated Delivery Date for more information.