Before making a purchase, we encourage you to read through the following policies and procedures:
If you still have any questions, concerns or problems, please feel free to contact us for additional information.
We’re on a mission to make you happy, and we won’t rest until we’ve succeeded. We will do everything we can to make your shopping experience with us easy and enjoyable. How are we going to do this, you ask? Read on…
Before the Sale
We do our best to make sure our prices are always the lowest online. In fact, every Monday morning we draw straws, and the unlucky team member that draws the shortest straw gets to check the prices with all of our competitors to make sure we are still the lowest!
At the Sale
We sell only the finest quality products from reputable manufacturers who generally back their products with warranties. We sell only new products – no refurbs, no open-box items, no used items and definitely no knock-off's – everything is genuine & brand new. The personal information and credit card information you provide us with is safe and secure, and we promise to protect your privacy.
After the Sale
We’ll ship your order within 3-5 business days (usually faster) and keep you updated on the status every step of the way. You can contact us during regular business hours with any questions you have. Our 'Returns & Exchanges' Policy (below) provides assurance that we’ll take care of you in the off chance that you have any problems with your purchase.
Every product in our online store is guaranteed to be 100% authentic & genuine. Every product we sell is brand new - not used or refurbished - and we never sell "knock off" or counterfeit products.
If we do ever decide to sell an item that is damaged or used, we will do so in a 'clearance' category and clearly mark the item as such.
Shipping Within Mainland USA
All orders being delivered to addresses within mainland USA are shipped for free. Generally, orders placed with us will leave the warehouse within 3-5 business days (typically faster). If your order is placed outside of business hours, we will process the order on the following business day. If an item you order happens to be out of stock, we will contact you within 1-2 business days to inform you. Please realize that we may not have access to your tracking number for 1-2 business days after the item actually ships. Tracking numbers will be sent to you via email as soon as that information becomes available to us. Most items are shipped via freight carriers, but we reserve the right to use any major carrier. The delivery company will generally contact you prior to delivering your item(s) to schedule the delivery with you. Unless you paid the optional lift gate fee, you will be responsible to get the item(s) off the truck upon delivery. Some areas may be outside of our delivery area. If this is the case your order will be canceled and you will be refunded in full.
Shipping to the Outer USA & Internationally
Typically we don't ship internationally or to the outer USA, but feel free to contact us for an exception and shipping quote.
There is often confusion about how freight works and how lift gate deliveries work. Freight is used only when shipments are 120LBS or higher or over sized. I want to make sure that everyone understands how the freight shipments work. The standard shipping is basically called "curb-side delivery" and that is what we use on all our freight shipments.The delivery company will contact you to schedule a delivery appointment for residential customers. Usually you will get a call a day or two ahead of time or at least be given a three to four hour window. The truck will normally pull up to the curb and if the truck does not have a lift gate, you would be responsible for getting the item off the back of the semi truck. A lift gate is just a hydraulic lift that is attached to the back of a truck that can lower freight to the ground.That being said, sometimes the drivers will help but they are not obligated in any way to help. There is no guarantee that the truck will come with a lift gate unless you order a lift gate delivery for an additional charge. The charge for a guaranteed lift gate varies by product or manufacture. We have seen it as low as $25.00 and as high as $125.00.These deliveries will be made with a full size Semi-Truck ranging from 20 to 53 feet in length. It WILL NOT be a box truck like a UPS or FedEx truck. We cannot request a certain length of truck for final delivery, so please assume it will be a long truck. The driver is only obligated to deliver curbside at the end of your driveway, it will be your responsibility from there.Most drivers will deliver to accommodate you up your driveway if they can drive up and turn around but it is up to them to decide that. If you have a driveway or live on a road that is not accessible for a freight truck then you will need to meet the driver at the next nearest point.We get the question all the time from people "how does the delivery company expect residential customers to get the freight off the truck?" The answer is: they expect you to pay for a lift gate delivery. One thing you don't want to do is have a truck come out and try to deliver with out a lift gate and then not have a way to get it off the back of the truck. If you can't get the freight off the truck then there will be a re-delivery fee on top of the full retail lift gate fee. Unfortunately the freight companies have us stuck between a rock and a hard place. Our recommendation is to just get the lift gate delivery unless you have a way to unload the freight. If the freight company shows up with a lift gate even though you did not order it, DO NOT use the lift gate service, even if the driver says its okay. They will bill you $100+ for the lift gate service even though you did not order it or need it.We found a couple video's below to help explain about what lift gate, curbside, and freight deliveries are about. If you have any questions at all about deliveries, its best to ask about them before you order.
*Please note: In some area's freight companies may require lift gate delivery for liability reasons.
Your satisfaction is our top priority. We sell only the finest quality products from reputable manufacturers, so we rarely have problems with any of our products. But if your item is damaged or defective in some way, we'll make sure you're taken care of. Most of our products are backed by a manufacturer's warranty. If your item has a defect, please contact the manufacturer as instructed in the paperwork that came with the product. If you need help contacting the manufacturer, feel free to contact us. If your product was damaged during shipping, contact us and we'll help you get the replacement parts you need or arrange for total replacement of the product at no cost to you.
Please find your specific situation from the list of scenarios below to learn how we handle that particular situation:
- You decided to cancel your order: If the order hasn't been shipped out yet, we can cancel the order and issue you a refund with no penalty. If you do not cancel the order until after the shipping process has begun, your situation will be handled according to situation #5 below.
- You received the product but the product is not working correctly, is missing parts, or is visibly damaged or deformed: If the item isn't working correctly, and it does not appear to have been damaged during shipping, please see the paperwork that came in the original box for instructions on how to file a warranty claim with the manufacturer. The manufacturer is responsible for any manufacturing defects or deficiencies with its products. (If the item is damaged or defective due to shipping damages, please see situation #3 directly below.)
- You received an item that appears to have been damaged during shipping: If a package appears to have been damaged during shipping, the item is oftentimes still okay. If the packaging for your item appears to be damaged, be sure to keep all the original packaging until you've determined whether or not a shipping insurance claim needs to be submitted. If any of the original packaging is thrown away, we cannot file a shipping insurance claim. Discarding shipping materials or box contents waives your right to get your product replaced or repaired. Before contacting us, please test the item's functionality. If everything works okay, there is no reason to contact us or file a shipping damage claim. If your product is not working correctly due to the damages that occurred during shipping and you have kept the original shipping materials, please contact us so that we may submit a shipping insurance claim. Once we have confirmed that you still have the original shipping materials and that the item was damaged during shipping, and after we have officially filed the shipping insurance claim forms, we will send out new parts or a new product at no cost to you.
- You've received the product but you've decided you want to return it: If you receive an item and decide to return it, you can do so if and only if all of the following requirements are met:
- The item must be unopened, unused, and still in the original packaging.
- You must contact us to notify us that you'd like to return the item within 180 calendar days of receiving the item.
- You must contact us to get an RMA Number and return instructions prior to returning the item.
If you return an item without all three of the above requirements being met, the item will be refused and come back to you and no refund will be issued. If you meet all three of the above requirements, your refund will be issued in one of the following two manners (which we will discuss with you):
- You can receive the full amount you originally paid for the returned item (less our actual cost for shipping and handling) as a store credit, OR
- You can get a cash refund for the amount you originally paid LESS a 20% restocking fee and our actual cost for shipping and handling.
- You refuse the delivery of your order, and it comes back to us: If you refuse an item and it comes back to us, you will be issued a refund LESS a 20% restocking fee and our actual cost for shipping and handling. If the item is damaged during the shipping process, no refund will be issued until the shipping insurance claim process is complete. Once the shipping claim process is complete, you will be issued a refund in the amount we are reimbursed by the shipping company (minus the amount the shipping company charges us for the shipment to you and back to us). If the shipping company does not approve the claim, we are unable to provide a refund.
Rest assured that your personal and credit card information is safe with us. We utilize a firewall and also protect all transactions using Secure Sockets Layer (or SSL, sometimes referred to as a secure certificate), which is an encryption technology that works with Netscape, Microsoft Internet Explorer, and AOL browsers. This ensures that only we can view your personal information.
You know how a lot of people are scared of flying, even though it's statistically safer than driving? The same paradox exists for online credit card use versus traditional credit card use. Online purchases are statistically safer than using your credit card at a restaurant or department store. Technical experts state that online purchases are far safer than traditional credit card transactions because the information is immediately encrypted into a scrambled message that can only be decrypted by an authorized computer.
Under the Fair Credit Billing Act, your bank cannot hold you liable for more than $50.00 of fraudulent charges. If your bank does hold you liable for any of this $50.00, we will cover the liability for you up to $50.00. We will only cover this liability if the unauthorized use of your credit card resulted through no fault of your own from purchases made at our site while using the secure server. In the event of unauthorized use of your credit card, you must notify your credit card provider in accordance with its reporting guidelines and procedures.
In an effort to create a better user experience for visitors to this site, we may collect the following information:
- Contact information (including email address)
- Mailing address (for shipping)
- General demographic information (such as post code)
- What pages of our site you visit & how long you stay on them
This information is never stored or shared with anyone else. If you place an order with us, we use information provided (such as name, address, phone number, email address, and credit card information) to process and ship your order, and may contact you regarding your order. If you sign up for our newsletter, we may use your email address to keep you up to date on sales and promotions we have coming up. You can opt out of these updates at any time. We use an SSL encryption (secure certificate) on our site to keep your personal information protected.
What are Cookies?
Cookies are tools that the internet uses to track what sites you’ve visited, and make future recommendations to you based on your interests and preferences. They are designed to create a more customized experience for web users. Our site uses the Google Analytics cookie to collect information, provide a more customized experience for visitors, and help us improve our site for future visitors. To opt out of Google Analytics, click here. If you would like to opt out of all cookies used by websites, you can learn how to do so here. Be aware, however, that many website features need cookies to operate. As such, opting out of cookies may make some site features, such as shopping carts, inaccessible to you. By disabling cookies on your web browser, you will be unable to complete a purchase on our site online. If you do not have cookies enabled, but would still like to make a purchase, you can do so by calling our customer service line at 888-545-4680, and we will be happy to assist you with your transaction.
How Collected Information is Used
Any information collected is used to create a more enhanced and customized user experience for you. Third party vendors (such as Google) use information to show you ads on other sites you visit throughout the Internet, based on your preferences, interests, demographic information, and browsing history. For instance, by visiting our site, you may see an ad for our site on another site you visit in the future. This is in an effort to make better recommendations to web users. No personal information is stored or shared. We may use the following Google AdWords features for a more enhanced customer experience:
- Affinity audiences
- Custom affinity audiences
- In-market audiences
- Similar audiences
- Demographic and location targeting
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