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
Received Order Problems
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?
