SHIPPING & ORDER QUESTIONS
Ordering is Easy!
You can check out direct here on the website by adding items to your cart, or you can call us at 800-523-1269 and have any of our representatives take your order. Or click our live chat feature on the right side of the page to have an agent take your order or assist you through the steps as needed. Need to send a PO? Feel free to fax it to 800-235-7743, or email it to email@example.com. Or if you have already discussed your order info with someone here and would like them to handle your order personally, let us know. You can email your PO or order request directly to any of our reps - we're happy to help! If you have special instructions, please be sure to communicate that with us during the order process and we're happy to accommodate you.
You can pay by check, credit card, or set up an account. Payment is required prior to shipping without an open account. To set up an account, please call us to discuss terms and get a credit application.
Tax Exemption (in CA only)
All shipments to California addresses are subject to California sales tax. Clients holding valid California Resale Certificates, and who are purchasing with the intent of reselling our products, are tax exempt.
If your resale certificate is on file with us just click the link during checkout that indicates your status, and tax will be removed from your order upon verification.
To register your Resale Certificate, please fill out this form and fax it to us at 800-235-7743 or 310-376-7650
Shipping & Delivery
96.5% of all orders ship same day. You will receive an automated email update with tracking information after the order ships out. An invoice will be mailed promptly to the billing address on file. In the event that parts on your order are out of stock, customer service will contact you to discuss order details and shipping options. * Orders will default to Ground service (within the Continental U.S.) unless otherwise noted. For expedited shipping options, please include instructions on your PO. When checking out online, please select 'Other' for the Shipping Method and enter instructions in the 'Comments' box. Or you may have Customer Service call you to discuss shipping options and charges. *For urgent Air Order requests, please call 800-523-1269 to ensure same day processing. Additional charges may apply to items that require special packaging, are oversized or heavyweight, or require special handling by the carrier. Freight does not include surcharges such as cartoning, crating or COD charges where applicable. Freight charges will be prepaid and added to your invoice. If you would like to charge freight to your own account, please contact us. We pay ground shipping on all orders for grommets, drawer pulls and coat hooks within the continental USA accompanied by check.
I haven't received my order. What can I do?
You should receive an automated email update with the tracking information after completion of the order. You can track your package online for updates or call the respective shipping courier for details. In the event of a lost package or a shipping error, please contact us and we will be glad to assist you with any reship options as needed.
Can I cancel or change an order?
Yes, but please contact us immediately to process your request as most orders ship out same day. If your order has already shipped before the change or cancellation can be made, you are welcome to return the order upon receipt - just note we will not be able to issue credit until the order has been received and processed. There is no restocking fee on returned items that are received in resalable condition.
*Note this does not apply to custom or made-to-order items. Once a quote has been approved and signed authorizing the custom specifications presented, production will begin immediately on the parts. In the event of any issues, please call right away to discuss further options or possible change order requirements, but we cannot guarantee any changes can be made at that point. Stopping production may result in forfeiture of the deposit payment. Also note custom or made-to-order items are non-returnable after completion.
How do I know if parts are in stock?
96.5% of orders ship out same day, except made-to-order items. You are welcome to call ahead of time to check status or stock/availability on any item(s).
All of our pricing is "net" pricing. We sell directly to you. We don't offer any trade discount, but we do offer volume discounts as listed on the website and in the catalog. For order quantities that greatly exceed our last column pricing listed, please call us for additional discounting. If you're looking to lock in discounted pricing per volume but don't need your entire order all at once, we can set up a blanket order to guarantee your pricing and release on demand. We welcome your order agreement to ship incrementally over 6-12 months. Please call to arrange pricing and terms.
Please always refer to our website for current pricing. Pricing listed in catalogs may be out of date, but in an effort to be as transparent as possible, we always list our current pricing online. Note pricing may change at anytime without notice. If you need a quote, please call or email and request a response in writing. We'll need a written record of who said what to whom in the event of special accommodations or agreements. Otherwise, pricing on the website is standard and we are unable to honor verbal quotes.
How do I set up an account?
Having an open account is not a necessary requirement for ordering, but we do offer net terms for established accounts. Please call or email firstname.lastname@example.org to request a credit application. All other orders can be released on pre-pay terms until an account is set up. Please click here for terms and conditions for open accounts.
What methods of payment do you accept?
We accept all major credit cards. You can also pay by check or we can set up a wire transfer. If you are interested in opening a Net 10 account, please call or email email@example.com for a credit application. Please click here for terms and conditions.
Your order with us is completely risk free. This means no restocking fee and no return shipping costs. Please call us to set up your return at 800-523-1269 and we will provide you with instructions. We accept back returns on any order at any time for any reason, so long as the returned items are in resalable condition upon receipt. Items will need to be packed securely to avoid damage in transit which may potentially result in withholding credit. Once items are received in resalable condition, your return will be processed within two business days. If the entire order is returned in full, we will issue credit for the original freight charge in addition to the cost of the parts. Please notify us immediately if your order was received without the intended items or included damaged or defective parts and we will replace the order and pick up the original package(s) at no charge.
Did we mention we can make anything? We can do custom sizes, finishes, configurations, and more to accommodate your specific needs. Since custom-made items are made to your exact specifications, they require a 50% deposit with order and are not refundable or returnable, of course. Call us at 800-523-1269 or email firstname.lastname@example.org to discuss options or for a quote.
Freight for international orders does not include any applicable duties and taxes. Please be aware that we are not responsible for any additional fees.
Is free shipping available?
Freight charges are not included and are applied to the order as an additional charge during the checkout process. You may call in advance to discuss rates or other shipping options as needed. The only orders that are eligible for free shipping are orders for grommets, drawer pulls, and coat hooks within the continental USA accompanied by a check. Free freight is also available on sample orders, though it may be subject to review. You are welcome to use your own freight account or carrier or pick up at will call at no charge.
Can I use my own Fedex or UPS account for shipping (or any other freight carrier account)?
Yes, of course. Please indicate your request (also include shipping method - i.e. Ground, Air, etc.) and your account information during the order process; either verbally if placing an order over the phone, having it clearly noted on the PO if ordering via fax, or in the Customer Notes section when ordering online.
What are my shipping options?
We can ship any way you want. Please call for a quote prior to placing the order. All orders placed online will default to Ground Service unless otherwise specified. You may select "Other" for the shipping method and include specific shipping instructions in the Customer Notes field (i.e. Overnight, 2nd Day Air, etc.). To use your own account or preferred carrier, please say so during the order process (or include clear instructions on your Purchase Order).
Will I get a shipping confirmation?
An automated email confirmation that includes the order number and tracking information is sent for all orders after the order ships out. When checking out online, you will receive an email acknowledgement that your order has been received and a follow-up email with the order number and tracking info after the order ships. Fax or Phone orders will also receive an email confirmation after the order ships - the email will be directed to the purchasing agent listed on the Purchase Order or to the person who calls in the order. You may indicate an alternate email address for shipping confirmation.