Customer Support FAQ - Frequently Asked Questions

Shipping

 How much is shipping?
 Do you ship internationally?
 What is your cut-off time for same day shipping?
 Are there any fees and taxes for Canadian orders?
 Do you ship to PO Boxes and military addresses?
 Can I pick up my order?

Billing

 What forms of payment do you accept?
 Do you charge sales tax and how much?
 Do you accept purchase orders (POs)?
 Do you offer any discounts?
 I got charged twice. What should I do?
 How will the credit card charge appear on my statement?

Order Status and Tracking

 Can I track my order?
 I never got the confirmation email.
 My order never arrived. What should I do?

The length of the transit time depends on the shipping method you choose during checkout. Here are approximate transit times for various shipping methods. You shouldn't consider your order lost unless at least double the amount of time has passed from the shipping date. Note that international orders may get delayed due to customs inspections.

Please note: we are unable to guarantee delivery dates on any USPS shipments, including Express Mail and Global Express Mail shipments, due to recent policy changes within the USPS that make it nearly impossible for them to guarantee delivery dates. If you have an order that you must have by a certain date, you must choose UPS for your shipping option to guarantee delivery.  We will not be able to refund USPS shipping costs due to delays, as we are unable to guarantee date of arrivals.

Within United States:



UPS	Ground	4-6 Business Days
UPS	3 Day Select	3 Business Days
UPS	2nd Day Air	2 Business Days
UPS	Next Day Air Saver	Next Business Day by 7 pm
UPS	Next Day Air	Next Business Day by 10:30 am
UPS	Next Day Air Early Am	Next Business Day by 8 am
USPS	Priority Mail	3-4 Business Days
USPS	Express Mail	1-2 Business Days


International:



UPS	Standard/Ground (Canada Only)	5-8 Business Days
UPS	Worldwide Expedited	3-5 Business Days
UPS	Worldwide Express	2-3 Business Days
UPS	Worldwide Express Plus	1 Business Day
USPS	Global Priority Mail	6-10 Business Days
USPS	Global Express Mail	4-6 Business Days

Returns

 How do I return an item?

Received Order Problems

 I received wrong products. What should I do?
 I received damaged products. What should I do?

Checkout Problems and Cookies

 My shopping cart appears empty even though I added items to it. What is wrong?
 What are cookies?
 How do I enable cookies in my browser?

Buyer's Guide

 How do I request a new product?
 Do you have a printed catalog?
 How do I cancel my order?
 Can I add to my order?

Privacy and Security

 Is this a secure site?
 Do you sell or trade my personal information?
 Will I receive junk email if I give you my email address?