Frequently Asked Questions

  1. Q. I've placed my order, but have yet to receive my merchandise, what can I do?
    A: There are a few different options for you. If you have the order number, you can check the status online by clicking on the Order Status link and then entering the order number. If you do not have the order number, please contact us at, with one of the items you purchased and we'll find the information.
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  2. Q: I only received a partial shipment of my order.
    A: Most likely, one of the items was unavailable and would not be in for at least 5 business days so we sent what was available for you. The remaining item(s) will be sent once the order is complete but rest assured, you will not be responsible for any additional shipping charges.
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  3. Q: I would like to return or exchange one or more of the items on my order.
    A: Returns or exchanges must be made within 10 business days from receipt of merchandise. Please email to obtain a Return Authorization from one of our representatives. Once you have this authorization, please send the merchandise to the following address: 

    Program Returns
    Ref. (RA # given)
    12103 Delta St.
    Taylor, MI 48180

    The customer is responsible for shipping costs unless the return is due to our error or damaged goods.
    If merchandise is received without Return Authorization or is returned after the 10-day period, a restocking fee of 10% may be assessed.
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  4. Q: I would like to change or cancel my order.
    A: As long as the merchandise has not left our facility, you may cancel or change your request. All requests for changes/cancellations must be received by 2:00 p.m. Eastern so that we can locate the package and make the changes for you. Once the package has left our building, we can still stop the package and bring it back, usually within 1-3 business days; however a delivery intercept fee of $15 would be assessed.
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  5. Q: I'm in the military or would like to send something to someone who is. Can I send my order to an APO or FPO address:
    A: Yes, for our military personnel we can send to an APO or FPO address
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  6. Q: There's a charge on my credit card that I do not recognize.
    A: Please email us with the Transaction Date, Posting Date and Amount of the transaction. From there, we can work with our accounting department to provide specific information about the transaction.
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  7. Q: I have not received an electronic confirmation of my order placed online.
    A: Perhaps the email address was entered incorrectly or your email filter may have blocked our message. Please check with your System Administrator or you may email us us and our Service Representatives will gladly assist you.
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  8. Q: I have not received a shipment notification email, when will I receive my order?
    A: Your order may not have shipped, but there are a couple of things you can do to verify. If you have the order number, you can check the order status online by clicking on the Order Status link and then entering the order number. If you do not have the order number, please contact us at, with one of the items you purchased and we'll find the information for you that way. We also may have an invalid email address or the message may have been blocked by your email filter.
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  9. Q: What is your shipping procedure?
    A: Orders that are complete with in-stock merchandise will be shipped within one business day. If an item(s) is on back order and is not expected to arrive within 5 business days, we will ship all available items within one business day and all remaining items once the order is complete.
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  10. Q: Do you ship orders internationally?
    A: Yes, we do ship orders internationally. Please know that when shipping internationally additional charges do apply and you are responsible for any applicable duties and taxes. All international orders must be paid in full prior to shipment.

    With regards to duties and taxes, the amount due varies depending on many factors and unfortunately cannot be determined prior to shipment. Once the items reach the destination country, you will be contacted with an exact amount due and will have to provide payment prior to delivery.

    For the security of our customers, we may ask for additional information to verify legitimacy of the order and billing party.

    We can also accept payment via wire transfer, if you decide on this option we will contact you with the pertinent information.

    The total cost of shipping will be charged once we receive the required identification along with your approval of the shipping charges.
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  11. Q: Is my order subject to sales tax?
    A: All applicable sales tax will be charged.
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  12. Q: Can I have the merchandise shipped to my P.O. Box?
    A: Unfortunately, no. We do require a physical street address for delivery. This is done to ensure that the merchandise is delivered and signed for by the recipient.
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  13. Q: Can I have my order shipped express delivery?
    A: Yes, when you are placing your order online you will have three options to choose from on the checkout page. UPS Ground, UPS 2nd Day and UPS Next Day. We have different freight tables established for each of these services so you will know the cost to send express delivery. To accommodate express delivery orders, we must receive them no later than 2:00 p.m. Eastern so that they ship the same day.
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  14. Q: I see a "Page Cannot Be Displayed" message. What do I do?
    A: Please contact your system administrator to ensure all internet settings are correct and please copy and paste the error message in an email us so that we can have our IT department investigate any internal issues.
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  15. Q: How long will it take for my order to arrive once it is shipped?
    A: Please view the map below for delivery times with UPS.
    UPS Shipping map
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  16. Q: Do you sell my personal information?
    A: As a valued customer, we keep your information private and do not sell it to any third parties for telemarketing or sales purposes.
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  17. Q: How can I easily reorder the same items on a recurring basis (i.e. monthly)?
    A: As long as the order remains identical, you can go to the Order Status link, enter a previous order number and then click on the "place re-order" link. This will re-order the exact same order you had entered.
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  18. Q: How do I add an item to my shopping cart?
    A: As you're shopping, simply select the item you wish to add, enter the quantity and click the "add to cart" button. This will be updated in your shopping cart, both on the page you are currently viewing as well as at the checkout page.
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  19. Q: How do I change the quantity of an item in my shopping cart?
    A: You have a couple options available to you. First, as you are viewing your shopping cart, just change the quantity of the item(s) in question and click "Update Cart". The screen will update with any changes you have made. You can also accomplish this at the time of checkout by changing the quantity of the item(s) and clicking "Update Cart".
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  20. Q: How do I delete an item from my shopping cart?
    A: Once an item has been added to your cart, you can easily click the icon on the left that says "DELETE" and then click "CONFIRM." This will remove the line item from your cart.
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