Help Center

Q: I placed an order but never received an order confirmation?

Many times email confirmations may end up in your spam or junk mail filter. You may log into your account to view your order(s) or simply request a copy using the email form on our Contact Us page.

Q: What should I do if the product I received was damaged, defective or missing parts?

The best way to begin the process is to contact us by phone or live chat. This way we can collect all the information we need from you regarding the replacement immediately.

Q: How do I cancel my order?

Due to the time sensitive nature of order cancellations, it is best if you contact us via phone at 1-888-247-0495 or Live Chat as soon as possible.

Q: What is the procedure if items on my order are backordered?

We specialize in getting you our products in as timely a manner as possible. On occasion, an item may not be readily available and must be backordered from the manufacturer. If any part of an order is backordered, we follow these steps:

  • Items on backorder are charged at point-of-sale in full, just as immediate-shipment items. This is to reserve an item from the manufacturer, in some cases, actually producing it on demand. A refund will be issued if the item is cancelled (See below for info on cancellation).
  • Notify you by email which items are on backorder and the estimated ship date. This email is sent within 24 hours of the order being placed.
  • As the estimated ship date approaches (within 1-2 days of the ship date) we verify with the shipping warehouse or manufacturer that the date is still correct. If the manufacturer has a delay, we update the backorder date and again notify you by email. Production delays for some specialty items do happen - we apologize in advance, but we will do everything to help you get your products as soon as possible.
  • Backordered items can be cancelled if they are confirmed as not-shipped. Items that have left the warehouse (manufacturer) can no longer be cancelled and a return will need to be arranged. If you need to cancel a backordered item, please contact customer service and we will contact the manufacturer immediately, to cancel shipment of the product. A confirmation email or phone call will be made to confirm the cancellation and subsequent credit or change to your order.

Please note that in most cases we send notification by email. To ensure you receive all communication and that our order-notification and confirmation emails are not caught by SPAM-filters, please add to your safe-list or address book. Also, our customer service and specialist staff are always ready to answer any inquiries or assist in helping with your order.