Ordering Status FAQs:
Can I add to, delete from or change my order once I submit it online?
No, once an order is submitted, it can only be amended or edited by calling our customer service. Once an order is shipped, the order cannot be voided.
How can I get the status on my order?
Every Order has a tracking number from UPS. The tracking number will be automatically emailed to you next business day.
I did not get an order confirmation. Did my order go through?
If you did not receive a confirmation for the order, but have successfully clicked the submit button, most likely our server did not receive your order. Please call our customer service to make sure your order was received to be safe.
Do you accept phone orders?
Yes, we accept phone orders. For wholesale pricing inquiries, you may contact our sales dept.
How long does it take to process an order?
Orders placed before 1:00pm PDT during weekdays will usually ship the same day. Orders placed between 1:00pm - 3:00pm PDT weekdays may or may not be shipped the same day. Orders placed after 3:00pm PDT weekdays will be shipped the next business day. Orders placed during the weekends or holidays will be shipped the next business day.
What do I do if an item is missing from my order?
Some orders may be packed in more than one box. Please make sure to check all tracking numbers you should have been receiving. Verify you have received all boxes and checked all packing materials for small items. If you are still missing an item(s), call our customer service.
I am afraid that I may have accidentally duplicated my order?
Call customer service. We will void the order for you as long as it has not been processed by our warehouse. If duplicate orders are shipped, obtain all the tracking numbers for the order that you do not want and call 1-800-PICK-UPS to refuse those boxes. You will be refunded when those boxes are returned to our warehouse, except for the shipping charge.
I am having trouble with my shopping cart. What is wrong?
We run into shopping cart problems, for one of the following reasons:
- Cookies are not enabled
- The master clock on the computer is not set correctly
- The terminal you are using is behind a firewall
- You are using a browser less than Internet Explorer 5.1
- Some people have trouble when using any Netscape browser
If all else fails, call customer service.
What happens if something is backordered or out of stock?
If an item is found to be out of stock after the order is placed, our customer service will contact you either by phone or e-mail. You can contact our sales for stock availability.