Are deliveries still compacted by COVID-19?
At this time, we and manufacturers are still compacted from the COVID-19 that has disrupted our lives. The COVID-19 recession has crushed certain industries or went completely out of business, resulting in slower deliveries. Update 02/01/23 - It is at this time, slowly getting a little bit better.
Sometimes, our most popular products are temporarily backordered. While this is upsetting for us, we very much understand how inconvenient it can be for you. Ongoing delays in production resulting from manufacturer disruptions and increased demand have resulted in all heavy weight products shipping on delayed schedules. Its best to check the shipping times for the specific product on the product page before purchasing, so you know what to expect and can plan accordingly. Again, information on the shipping timelines can be found on the product page.
Due to high demand, quantities will be limited on certain items; you may also experience out-of-stock and cancelled items. As a result of high shipping volume experienced by our delivery partners, order delivery may be delayed an extra 1-3 days, depending on shipping method and location.
Rest assured, if you placed an order that includes a backordered item/s, we’ll still ship the in-stock items ASAP and the backordered item/s once they ship.
How will I know if my equipment will fit in my space?
All product measurements are provided in each description on the product page.
I am missing assembly instructions, how do I get them?
All assembly instructions are included with your piece. Please check all zippered pouches or compartments first. If you’re still unable to locate the instructions, please contact us for assistance.
Do you have items in stock for immediate delivery?
A lot of products such as apparel, most dryer parts and accessories we do have in stock and ready to ship! However, dryers, dog bathers, cages, tables and other heavy equipment ship from the manufacturer.
Will I be charged for the order at check out or when it ships?
Orders are charged when you checkout.
Can I make changes to my order after placing it?
Once an order has been placed, it is automatically dropped into our order queue and is not able to be edited. As long as the order has not shipped, we can make changes for you. If you need to make a change to your order after its been placed, reach out to us immediately at 936-894-3292 or email us at firstname.lastname@example.org with the subject line "Urgent - Edit Order # (your order number)" and we'll see what can be done. We will email or call you with an updated response.
Do you offer financing options?
At this time, we do not offer financing.
Where do I return my product and get a refund?
Please login to your account to arrange a return and get an RMA#. Return period is within 30 days from date you received. Return shipping costs are non-refundable, unless the item is being returned as a result of our error (damaged, defective, wrong item sent, etc.) However, Clearance items are not eligible for return (no refund). View Returns and Exchanges for more information. Original shipping costs will be deducted from your refund. Customer is responsible for paying return shipping.
Notice** Orders that received Free Shipping:
Any orders that received free shipping will be responsible for shipping cost to send back items that are being returned.
If you’d like to exchange an item for a different color, different size, or different product altogether, we are happy to help you with that! The process is similar to a return (login to your account, and all the same policies listed in our Return/Exchanges apply. There are two ways to exchange an item, depending upon your preference.
Notice** Orders that received Free Shipping:
Any orders that received free shipping will be resposible for shipping back items that are being returned.
Before the return: To receive the new item sooner, you can go ahead and place an order for the new item before you return the old item. We will refund the original payment method once we receive the return.
How long does a Credit Card refund take?
The length of time it takes to receive that refund to your card can vary. Typically, refunds take 3 to 10 business days to reflect back on your card. Some circumstances can affect how long a refund takes. The timetable can be much shorter or much longer, it depends on your card holder..
It might take persistence and patience to secure a refund for a charge on your credit card. But don’t give up. After all, it’s your money.
Keep in mind there’s no set amount of time it’ll take to get the refund. You can stay on top of the refund process by checking your credit card account online or calling the card issuer.
Shipping: Note for international customers:
at this time, we are temporarily unable to ship orders to international countries except Canada. We do ship to Canada. Hoever, free shipping is not available for Canada orders.
Contacting Customer Care:
We experience an extremely high volume of emails and calls; as a result, response time will be longer than usual. Please do not send multiple emails as we are responding to them as quickly as possible and in the order they are received. We appreciate your patience and understanding!
What about Free Shipping:
Free shipping options applies only to states located in the contiguous United States. Excludes the non-contiguous states of Alaska and Hawaii and all off-shore United States territories. No promotion code necessary. Subtotal refers to amount of order before taxes and shipping. Not valid on special orders, prior purchases or return shipments. If your order doesn’t qualify for free ground shipping, your order may contain ineligible items. A special fee may apply to orders that require truck shipment such as; Liftgate, Inside Delivery, and Residential Delivery. Terms and conditions may apply and are subject to change without notice.