General FAQ (Frequently Asked Questions)
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Phone: (631) 499-3355
Q: How do I register?
A: To place an order, you'll first need to complete the brief registration form. Completion of the the form will help us serve you better in the future and will create your own personalized shopping cart that you may use to build your order. The registration form is located in the top right of the screen. Look in the gray box for the link that says 'Create New Account'. Click that link and follow the instructions on the page.
All of the information you supply is used only to identify yourself to the web site. We will not release any of the information to any third party.
Q: How does the shopping cart work?
A: By clicking on 'Shop' and then 'My Shopping Cart' you'll be taken to your shopping cart. You may be asked to enter the e-mail address and password you supplied in the registration form. You will also be asked if you would like the server to write a cookie to your computer to automatically log you in on your next visit.
Place items in your cart by selecting the 'Add to Cart' button from the product or search results page.
When you are ready to proceed to the check-out process, click the 'Check Out' button.
Q: What's involved in the checkout process?
Step 1: Shipping and billing addresses
We'll ship it where you'd like. Please make certain that the addresses are correct (including zip codes) so that the chosen carrier can deliver your package.
Step 2: Shipping
You will also be presented with a choice of shipping methods depending on the shipping address specified in Step 1.
Step 3: Payment
In this step you will be asked for an e-mail address where we can contact you if necessary. You'll also be presented with an order total. If you chose a shipping method other than UPS, we will e-mail you with a shipping quote as soon as possible. If you are paying by credit card, you will also be asked for that information in this step.
Q: Is it safe to order online?
A: How does a Secure Site work? In plain English here's what happens when you place an order. First, you'll notice that you enter a secure site when a padlock icon appears in the status bar of your browser (usually at the bottom). This states that all of the information passed between your computer and our computer will be encrypted. Our computer will tell your computer how to encrypt all information passed between the two using encryption that can only be decoded on our server. Your computer will do such before sending any information out onto the Internet and eventually to our computer. When it reaches our server, it will be decoded and logged to our database for processing. Without the decoding key on our server, it is nearly impossible to decipher the encrypted data. For more information, click here.
Q: What is your return policy?
A: You may return items within 21 days of delivery for a full refund. We cannot accept returns of certain items, including:
Any item that is returned more than 21 days after delivery.
Any item that is not int its original condition, is damaged, or is missing parts.
Any electrical parts
Returns & Concerns
Sometimes mistakes are made. An item can be damaged in shipping or is defective from the factory. Look over your order and make sure everything is okay. If something is not right contact us ASAP! All defective or incorrect items must be brought to our attention within 7 days. Any items returned to us without authorization will be refused. Pick your situation from the headings below.
Product is damaged or defective because of shipping or manufacturing
Contact us by phone or e-mail and give us details and we will fix the problem.
I've changed my mind and I don’t want it
To avoid and restocking charges don’t open the product. If it is unopened we are happy to take it back and refund the price of the product if returned within 21 days from original order date. Items returned after 21 days will have a 35% restocking fee. Items will not be accepted beyond 60 days. No shipping costs will be refunded.
I didn’t get what I wanted
If you pushed the right buttons and we sent the wrong item, contact us and we will correct it. If you made the mistake we are still happy to trade you for the correct item, but you are responsible for the shipping. In either case don't open the product. You don’t have to open the product package to know its not what you want.
I've opened and bothered, maybe even used it, now I don’t want it.
No problem, we will take it back. We will not refund shipping and there will be a 35% restocking/repackaging fee. Restocking fee on used items may be higher.
Items not returnable
Electrical parts, personal care products & accessories that have been opened are not returnable. It's for everyone's safety and protection. Also a few items that are marked as "non-returnable" because they are marked down as close outs.
Q: Where is my order?
A: Delivery dates vary based on the availbility of the items you ordered. If you need a part or product by a specific date, please tell us when you order. We will do our best. If we cannot we will contact you. If you still have further questions about your order, contact Customer Service at (631) 499-3355 x25. If speed is critical to you recieving your merchandise please select Red Label Overnight for shipping and contact us by calling (631) 499-3355 x22, so we can keep an eye on your order.
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