Sometimes we temporarily run out of stock of some items due to high volume of demand. If this is the case for an item you order, we will send you an out-of-stock e-mail within 24 business hours. If you have a time-constraint on your order please send e-mail at firstname.lastname@example.org immediately so that our Order Support team will work with you for a solution. You may also feel free to contact our Customer Service Specialist (Day Time: 01-402-671-3929, Night time: 01-402-812-5616) to check stock on the items you’re purchasing before your order is placed to ensure availability.
Canceling/Modifying an Order
Please contact us immediately if you would like to cancel the order. If an order is already processing in our warehouse and being packed to ship, we cannot guarantee that the order can be canceled. In order to maintain accuracy and efficiency in our order process, we are unable to alter any orders after they have been placed.
If you would like to add to or modify your order in any way, please contact a Customer Service Specialist to cancel the order so you can reorder exactly what you need! Though we don’t ship on the weekends, our warehouse workers do work on the weekends in order to get ready for shipment on Mondays. If the order is packed to ship and billed out, the order will not be cancelled. If we cannot cancel an order because it has already shipped from our warehouse, please see our returns procedures.
Our best means of communication with the customers is via email. We update all the information to customers regarding products and orders through email. Therefore, please provide us with a valid email address. We welcome customers to contact us via email, chat or phone, if you have any questions.
To return items shipped please contact a Customer Service Specialist to request a return within 3 days of delivery. Items must be unused and in the original packaging that was received. Please contact us as soon as possible so a return request can be submitted. Although we attempt to receive a return authorization for all items, please note that some items on our website are made-to-order and cannot be returned.
The return-shipping fee is the responsibility of the customer submitting the request. For international returns, you will be responsible for the brokerage fees, duties, and taxes that may be applied. These fees may be applied after the return has been completed.
Orders shipped via DHL into Canada may incur additional duties, taxes, and other fees to cross the border. These charges will be billed to you directly from DHL. The charge shown on our site’s shipping calculator will not show these fees.
Orders shipped via common carrier require a broker to facilitate the import of your items into Canada. We will contact you before processing the order to inquire which brokerage company you are using if this information has not yet been provided. If you have already determined a broker for your shipment, please note this in the customer comments section of your order.
Keep in mind that we do our best to ship orders to Canada in one shipment but it is not always possible due to stock levels in our warehouses. On the occasion that we cannot ship in one, complete shipment you will be responsible for the extra brokerage fees that your broker may charge.
Damaged/Missing Items – Common Carrier
If any item or packaging is damaged or missing, or if you have any doubt about possible damage, you MUST do the following:
- Note it clearly on the delivery receipt before signing
- Keep your copy of the delivery receipt
- Contact us within 1 business day
- Keep the damaged packing materials for inspection
- Take pictures of the damaged items and packaging
Our warehouse gives great attention to packaging every order for shipment. Unfortunately damage does occur occasionally during transit and we must go to the carrier company to receive reimbursement for these damages. By signing the delivery receipt you are taking responsibility and ownership for the shipment in the condition noted. If part or all of your shipment is damaged and you did not note this in any way on the delivery receipt, we CANNOT guarantee any compensation for damages. By signing your name on the delivery receipt without noting any damages, you are stating that you have received your shipment in acceptable condition.
Damaged/Missing items – Ground
Great care is taken when packing your order, but on rare occasions damage may occur or an item may have been missed. If any part of your order is missing or damaged, please keep the items and packaging, and contact us within 3 business days of receiving your order so we can find a solution for you. Pictures of damage may be requested to help with the process.
Select this FREE service option with your common carrier order at checkout, and the carrier will contact you to schedule a delivery appointment, typically within a 4-hour window. Remember, for residential addresses, a delivery appointment is required.
We do suggest a delivery appointment for our commercial customers if there is any doubt of an authorized recipient being available to receive your order, or if your business hours do not fall within Monday through Friday, 8:00 AM to 5:00 PM (the general timeframe that carrier deliveries occur). If no one is available to sign for the delivery when the driver attempts, there will be additional charges for redelivery to your location. In the event that we are unable to collect the redelivery fees before carrier storage fees are applied, the items will be returned to the shipping location. The returning freight will be processed as a standard return, which includes a restocking fee and return shipping taken from your credit.
Additionally, please keep in mind that if you require a time-specific delivery appointment in which the typical 4-hour window needs to be shortened, additional fees will apply. Be sure to provide a valid phone number during checkout so that your call before delivery does not delay your shipment.
We’re dedicated to getting your order to you as fast as possible, so our warehouse strives to have orders processed and ready to ship within 2-5 business days (Monday through Friday, 8:00 a.m. to 4:30 p.m., CST). Most products ship out of our Omaha warehouse. However, some items will be shipped directly from the manufacturer, in which case the delivery times may vary. Common carrier deliveries range from 1 to 10 days for delivery, depending on your proximity to the shipping origin. Ground shipping can take anywhere from one to seven days. All delivery times are estimates.
For additional shipping charges, Second Day guarantees delivery of your order by the end of the second business day from when the order was picked up from our warehouse. Next Day guarantees delivery of your order by the end of the next business day after your order was picked up from our warehouse. Expedited shipping is not an option for common carrier shipments.
In addition to the United States and Canada, we can ship most items via DHL Express to Australia, New Zealand, Norway, Netherlands, Denmark, UK, Austria, France, Germany, Hong Kong, Ireland, Italy, Japan, Mexico, Singapore, South Africa, Spain, Sweden etc…
Packaging that is used during shipment is designed to keep the contents of your order safe from damage or mishandling of products. On occasion a shipment will be received with damage to the packaging. Because the packaging is designed to protect the products that we ship, compensation will not be offered for packaging damage. If the actual items in your shipment are damaged, please contact us right away so we can arrange for compensation or replacement. Occasionally, we will ship items in recycled boxes, which may contain descriptions unrelated to the products inside in an effort to be more eco-friendly. This practice also allows us to cut costs on packaging, which then is reflected into lower prices on our items. Be sure to inspect the actual items inside of the packaging before refusing a shipment due to incorrect information on the boxes.
Special Order Items
In order to maximize the products we’re able to offer to you, some items on our website are not normally stocked in our warehouses. These items may be shipped directly to you from the manufacturer, or brought into our warehouse with our next stock order from the manufacturer and then shipped to you.
Please note – we are not always able to cancel special order items once the order is placed and may not be returnable.
While we do try to consolidate shipments as much as possible, we cannot guarantee every item will ship together due to where items are sourced. If multiple shipments of your order are required, the full amount of the shipping costs will be charged in the first shipment. If you want part of your order sent expedited and the other part sent using standard Ground, please place two separate orders.