Shipping & Returns
How are shipping rates calculated?
Due to the varying dimensions and the wide variety of products that we sell, we do not calculate shipping charges at the time the order is placed. To provide the most accurate and timely shipping costs estimates, shipping charges are calculated at the time of shipment. Please note that many of our products are long (> 65 inches) and fall under "dimensional weight" pricing with UPS, FedEx, and other carriers. In this case, shipping costs are not calculated strictly by the product weight, but also the dimensional size of the package. For example, a package that weighs 20 pounds, but is 100 inches long will cost more to ship than a small box that is 20 pounds. Many of our products fall into this former example, thus estimating shipping costs by weight alone will not provide accurate results. THE DIMENSIONAL WEIGHT COMPUTATION ON OUR WEB SITE IS NOT CURRENTLY OPERATING. WE ARE WORKING TO GET THIS RESOLVED. If you need an exact shipping quote, please email us: email@example.com
Are the shipping and insurance costs shown in your cart accurate?
Not always. Our shopping cart calculates charges based upon a product's weight only. In some cases with long (over 60 inches) product packages there may be an OVERSIZE surcharge or dimensional weight fee included in the calculation shown. Shipments to residential addresses are also subject to a surcharge. We find the best shipping rate available (UPS & FedEx) on the day your order ships. In some instances the rate shown in the cart may be accurate the day the order is placed, but is subject to change based on the shippers current rates.
How will my order be shipped?
We offer FedEx Ground, UPS 3-Day, 2 Day, and Next Day, UPS Express, and UPS Expedited (to residential and commercial addresses). We CANNOT ship to PO boxes. We also offer USPS for shipping. Note that US Postal Service shipments are NOT always traceable; you assume liability for the package once it has shipped.
Some products are shipped in two packages (each package may arrive separately).
Any product that is longer than 108" when packaged requires shipment by LTL freight. These shipping charges will be calculated on the day the shipment is processed. If you want us to use a particular carrier, please type the shipper's name in the Special Instructions box on the final checkout page.
How long will it take to get my order?
We make every effort to ship your order within two business days after the order is placed, but this is not always possible. We manufacture all our PRO and DIGI branded products in the USA.
All orders ship from North Carolina - orders to the west coast can take 6 business days via UPS Ground.
You will receive an Order Acknowledgement as soon as we enter the order into our production system. The acknowledgement indicates our ESTIMATED SHIP DATE at that time. You will be notified ASAP if your product cannot ship within 10 business days of order receipt.
When planning your shipment, remember that the time in transit begins on the day the product is shipped. If you require delivery on a certain day, enter your requirements during checkout under "Special Instructions".
Can I place my order by phone?
You can place your order using any of the following:
- Online: Use our secure server's shopping cart. You may use a MasterCard, Visa, or American Express for payment 24 hours a day, seven days a week.
- Phone: Call your order in to us at 1-800-233-0580 M-F, 8:30-4:30 EST.
- Fax: Send your order to us via fax, 1-828-654-8824
- Email: Send your order to firstname.lastname@example.org
What if I entered my address incorrectly?
If you enter your shipping address incorrectly, please call us immediately at 1-828-654-7920 to have it corrected.
If you have any reason to believe that your order did not process, or is processed improperly, please call us at 1-828-654-7920.
How safe is my credit card and personal information when ordering from your site?
Our shopping cart uses SSL (Secure Sockets Layer) encryption. This is the internet standard for secure data transmission over the internet. The SSL protocol protects your information transmissions over the internet by adding a layer of encryption. Information you send can be trusted to arrive privately and unaltered to our server. Nearly all modern browsers support SSL. You can tell if your browser is using SSL by the "HTTPS" in the address line, and by the padlock symbol. Orders placed on our web site have credit card information stored in a location even our employees cannot access. We NEVER sell, distribute, or make your information available to any other person or company without first obtaining your approval to do so.
What is the Product Warranty?
Please visit the Product Warranty page here to learn more.
What is our return policy?
- New products must be returned within 30 days of shipment to qualify for credit, must be in new, unused condition, and will be accessed a 15% restocking fee.
- No Refund will be issued if ANY parts are missing, if product is a customized at factory, or if product is improperly packaged for return.
- No Refund will be issued for crating, shipping, or insurance fees.
How to return a product for repairs?
- Products must be safely packed for return. Items received without adequate packaging will not be accepted by our receiving department.
- A detailed note or letter must be INSIDE the package describing why item is being returned. It should have a phone number, email address, reason for return listed, and a contact person name.
- Products returned for repair should have letter inside as well. In rare cases, a fee may apply to evaluate returned products. Please phone us if any questions.
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The information contained herein is designed to be as comprehensive and factual as possible. We reserve the right, however, to make changes at any time without notice.
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