Shipping & Ordering FAQ

What payment options are accepted?
We accept all major credit cards such as Visa, Mastercard, American Express, and Discover.  We also accept PayPal payments.  Personal checks can be processed by calling our sales department.  Items are shipped when funds have cleared our bank.  In addition, we also extend thirty-day open accounts to select customers on approved credit. If you’d like credit terms please contact our sales department.
When will my order ship?
The same-day shipping order cut off is 12:30 PM Central Time.  Given that the order is placed by 12:30 PM, all items are in stock, and it is a priority shipment, your order will ship the day it is received.  Shipping time is estimated by UPS delivery times.  All estimates are by BUSINESS DAYS ONLY.  Saturday delivery is available in some areas at increased rates.  Free shipping & flat rate promos ship either US Mail, UPS Ground, or UPS Freight to contiguous continental U.S. only.  Alaska and Hawaii orders will be shipped at standard UPS rates and may incur extra fees.  Special order or drop ship orders from factory warehouse may use other carriers and may take additional time to process.

 

Do you charge sales taxes?
Sales taxes will be added to shipments within the state of Wisconsin.
Is my personal information secure?
Although no one conducting business on the Internet can truthfully say that you’re information will never be stolen. We have secured our site with 256 bit SSL encryption. Assuming that you’re using the latest version of IE or Firefox you can rest assured that your information is mathematically improbable to crack even with automated programming methods.Experts agree that online purchases without human intervention are far safer than traditional credit card transactions performed while dining out or shopping at the mall. This is because your credit card information is immediately scrambled into a 256 bit encryption string that can only be decrypted by an authorized computer.
What are Special Order Items?
Special Order Items are ordered especially for you. These are items that we do not stock in our warehouse but purchase on your behalf.  The reasons why we don’t stock the item in our warehouse varies widely; it could be that the item is uniquely customized to dimensions that you specifically require; it could be an item that sells infrequently; it could be an item we are not authorized by the manufacturer to service; or it could be a some other reason.  Special Order Items are non-refundable. Delivery times will vary from a few days to a few weeks (for imports). Our sales department will be able to give you an expected delivery time-frame before you make a purchase. Most issues with the item must be resolved directly with the manufacturer.  When ordering Special Order Items on our website, we will notify you directly when expected delivery time will be. Remember that some special items are imported and may have a longer delivery time than other items available.
SHIPPING
What are the shipping costs?
We ship most of our products via UPS. Although we strive to be as accurate as possible, there are times when ordering large quantities of items that the calculated shipping costs don’t properly add up using UPS 3rd-party shipping quotes. On these rare occasions our service department may call you directly to resolve any shipping cost issues.Our shipping quotes are determined by weight, and not by product dimensions at this time. This may at times create an incorrect shipping estimate when more than 1 package is required to ship your order. There also may be incorrect shipping estimates if our site has incorrectly identified the weight of an item. In the event of shipping miscalculations, even if the error is on our end, we will contact you directly to resolve any shipping issues.For most items, our website obtains shipping quotes directly from UPS. When you place your order with us, we charge shipping fees as accurately as we can. If you notice shipping rates that seem over or under inflated give our sales department a call, we can confirm the shipping charges and fix any problems.There are some items that we charge a Flat-Rate fee. This typically occurs when another shipping method other than UPS is the most economical or when an item is shipped directly from the manufacturer. The shipping carrier is UPS in most cases and is shipped via Ground. If you purchase “flat-rate shipping” item and require faster shipping or insist on our preferred shipping carrier, call our sales department and we’ll be more than happy to change our shipping to meet your needs.  There are also certain items that we sell that are oversized and cannot be accurately calculated online; there are also other items that we don’t ship via UPS; and there are some items that you may insist on shipping via your own carrier. Some Oversized, Special Order, and Drop Shipped items will require you to call to our sales department to obtain accurate shipping rates.[Effective 08/03/2009]

UPS reserves the right to either leave a package or request a signature at the delivery driver’s discretion. If you require a “Signature Only” delivery, please contact us prior to placing your order. If “Signature Only” is not requested and proof of delivery is obtained, we are not responsible for missing packages. We may also put signature on delivery for certain high value items at our discretion for your protection and convenience.  
Real-time shipping rate quotes are now compared with alternate shipping providers. If we discover a cheaper shipping method other than UPS, we will notify and offer you this alternate shipping method and pass the savings along to you. If you select a rapid shipment method, and we discover a cheaper shipping method, we will still make an effort to offer you this alternative before the time-sensitive order ships out of our warehouse. Note: Free shipping promos only apply to UPS ground shipments to the continental United States, certain over-sized items are not included in free shipping promos.  In the event a shipping charge does not appear in checkout for over-sized items, you will be contacted by a customer service representative with a shipping charge estimate before we process the order.  Some special order or dropship items may incur an additional fee from the manufacturer.  Alaska and Hawaii orders may have additional freight charges that do not show up on website shipping calculator.  All delivery dates given are estimates only.

Who pays customs and import taxes?
You are responsible for paying the customs and import taxes for your purchase.Once you place an order that is shipped Internationally. We are not responsible for customs or import tax disputes. It is also your responsibility to know in advance what custom fees and requirements need to be met. Refusal of an order, that has shipped Internationally or any orders that have been confiscated because it has not met your local shipping requirements is not our responsibility.If there are any disputes, we will do our best to provide assistance, but remember that ownership of the package is yours once it has left our warehouse.
Do you ship Internationally?
We ship Internationally on a case-by-case basis. Shipping prices fluctuate quickly and does not take into account any extra packaging that may be required for safe shipments. Real-time quotes on the website for International Orders are considered “rough estimates” and we typically require additional fees for insurance, additional packaging materials, customs, and other unforeseen costs.If you place an order that is outside our typical shipping areas without prior approval through our sales department. We reserve the right to cancel your order and issue a refund, less any processing costs incurred by us. If shipping Internationally please call our sales department toll-free at 1-800-830-8665 before placing your online order.We ship anywhere within the United States, Canada, and the US Territories. Shipping costs are calculated for customers residing within the Continental US. Since we obtain 3rd-party real-time shipping quotes, many items also display correct shipping quotes to Hawaii, Canada, Alaska, and US Territories as well. Freight shipments to Hawaii, Canada, Alaska, and US Territories will need to be calculated by our sales department.  Please call for international shipping quotes for areas outside North America.
What happens if my shipment is damaged or missing any parts?
You have the right to refuse shipments from the shipping carrier where damage during transport is obvious. We encourage you to do this as this makes the “paperwork” details easier for both you and us.  Should you accept the shipment and notice damage, missing or defective parts contact us immediately.  If an item is missing you must contact the carrier as soon as possible in order to resolve a claim.  In order for guaranteed security we recommend that all high value products be requested to be signature on delivery.  You can reach our sales staff by phone or email for requesting signature on delivery immediately after placing your order. In the event of any issues call our service department immediately and we will quickly develop a resolution to our problem.The vast majority of shipments go off without a hitch, we all live in a world where the occasional problem arises which sometimes could be attributed to Murphy’s Law. Our service department excels at turning the tables on Murphy’s Law. We are measured on how well we keep our customers satisfied. We strive at not only satisfying you during these often stressful situations, but pride ourselves with our efforts towards impressing you with our quick resolutions.
How do you handle returns
All returns must be accompanied with a Return Merchandise Authorization (RMA) number. Please contact us before returning your product. Once given, RMA numbers expire after 10 business days.Items returned for reasons other than damage or defects must be returned in resellable condition and will be subject to minimum 15% restocking fee.  Items that are used and/or not in sellable condition may be subject to a higher restocking fee.  Items returned must also be shipped back at customer’s cost.
How do you handle warranty claims?
All product warranties are issued by the manufacturer and are subject to their specific terms and conditions.All warranty claims should be directed to your customer service representative. Warranty claims will require the submission of a warranty claim form and are subject to the decision of the manufacturer as to its validity.During the claim process, we will ensure that the manufacturer honors the full terms of their written warranty and we will assist you with any questions or problems you may have.If you feel that your claim is not being handled well by the manufacturer, don’t hesitate to call our service department. We strive to carry products from only the best and most reputable brands and will be happy to assist you with your claim.

When will my order ship?

Orders will usually ship within 1-3 business days if shipped by standard ground methods.  Expedited orders will receive priority to go out. The order cut off to be shipped the same day for expedited shipments is 12:30 PM Central Time.  Given that the expedited order is placed by 12:30 PM, and all items are in stock, your order will generally ship the day it is received.  (However during certain high volume periods this may not be the case)  Standard UPS Ground shipments usually take 3-5 days to reach most destinations in the continental U.S.  Expedited service is available at standard UPS rates.  All delivery dates given are estimates only.