Shipping & Returns
How are shipping rates calculated?
Due to the varying dimensions of the wide variety of products that we offer for sale, 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. In this case, shipping costs are not calculated strictly by the product weight but also its dimensional size. For example, a package that weighs 20 pounds, but has a large dimensional size will cost more to ship than another 20 pound package that has a smaller dimensional size. Many of our products fall into this former example, thus estimating shipping costs by weight alone will not provide accurate results.
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 many 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 will require shipment by LTL freight. These charges will be calculated on the day of shipment. 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 products in The USA.
All orders ship from North Carolina - orders to the west coast can take 7 business days via UPS Ground.
You will receive an Order Acknowledgement once we enter the order. This will indicate our ESTIMATED SHIP DATE at that time. You will be notified if your product can not ship within 10 days of order.
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, type in your requirements during checkout under "Special Instructions".
Can I place my order by phone?
You can place your order using either 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.
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. We NEVER sell, distribute, or make your information available to any other person or company.
What is the Product Warranty?
Please visit the Product Warranty page to learn more.
What is our return policy?
- A RETURN MERCHANDISE AUTHORIZATION NUMBER MUST BE OBTAINED PRIOR TO RETURNING ANY PRODUCTS.
- RMA Product must be returned within 30 days of shipment.
- Product must be in new, unused condition.
- A 15% restocking fee will be accessed.
- No Refund will be issued if ANY parts are missing.
- No Refund will be issued for ANY custom systems.
- No Refund will be issued for shipping and insurance fees.
- Products must be safely packed for return. Items received without adequate packaging will not be accepted by our receiving department.
How to return a product or request repairs?
- A Return for Products ordered through our website can be initiated by signing into your store account.
- From the My Orders section of your account dashboard, you'll see orders that are eligble for return.
- Once you've filled out the return request from you'll receive email updates on the status of your return.
- You can also track your returns from the My Returns menu of your account.
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