Frequently Asked Questions

Frequently asked questions about customer service

Frequently asked questions about orders, returns, and shipping

Customer Service

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Do you offer technical support for your products?

Yes, we offer technical support and sales for all of our products. We are NOT just a me-too dealer with a warehouse and a website. We are a full-fledged family-owned industry distribution company that prides itself in knowing its products and offering support. We even offer outside technical sales visits to your facility provided you are in one of our covered territories and are looking for a large volume of products.

How can I contact customer service?

Use our website live chat or our web forms and one of our company employees will be glad to help you with anything needed including quotes, order status, technical questions and stock checking.

What is typical customer service response time to an online inquiry?

We strive to answer inquiries within less than 1 hour during our standard operations between 8 am and 4 pm CT.

Orders

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How can I track an order?

Reach out to our customer service team via the webform with your order # or full company name and the date the order was placed. Our USA-based customer service team will be glad to provide tracking and order status updates.

What are your shipping options?

We offer a wide variety of shipping options with the most popular being FedEx Ground, UPS Ground, and the 2-day and Overnight versions of these services. We also have the capability to ship via USPS (US Postal Service) for very small/light orders, but most orders over 1.0 lbs will ship via UPS or FedEx. WE DO have the capability to also use our UPS and FedEx accounts to ship freight collect/Bill Receiver.

What is your same-day shipping cut-off time?

2 pm CT if the item is in stock.

Where do you ship from?

We have 2 warehouses - One in IL and one In CA to reach nearly the entire country within 3 days of shipping.

Do you ship internationally?

Yes, we do. We are partnered with UPS and FedEx, with FedEx being our preferred carrier for international shipments because of both reliability and price. We DO NOT ship via DHL - only because it can be difficult to obtain same-day pickups in our area with DHL.

Where are your products made?

Our products are made in a variety of countries but mainly the USA, Mexico, Germany, Czech Republic and Sweden - with some other European and Asian countries represented depending on the product line.

What is your return policy?

We can and do offer Free EXCHANGES if you are placing an order for a similar amount of replacement goods. We also can accept standard stock items(non-specials) within 30 days of shipment for a standard 20% restocking fee. We can and do offer Free EXCHANGES if you are placing an order for a similar amount of replacement goods. Any items which are special order/made to order or custom will be considered non-returnable. Shipping fees are also non-refundable.