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GENERAL
Do you have a walk-in store?
Not at this time. However, since we operate
primarily online, this allows us to stock additional hard-to-find
items not regularly available in most stores. Plus we ship to most US addresses.
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Do you have a catalog?
Yes. Just click on Request a Catalog from our homepage. Keep in mind that prices tend to change after the catalog is printed, so for accurate pricing use our website.
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What do I do if I am not satisfied with a product?
If you
are unhappy with an item please email or call us within 24 hs of receipt of your shipment. Be sure to include your
original order number, name, telephone number, the best time to
get a hold of you if necessary, and a detailed explanation of the
problem. One of our customer
service representatives will contact you within one business day.
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ORDERING
How do I place an order online?
Once you have found your item and viewed the details, select your
quantity and click “Add to Basket”. You can continue
shopping until you have added all the items you would like to your
order. Then, review your selected items and quantities on the basket
page. Next, click “continue checkout” and follow the
instructions to purchase your item.
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I don't feel comfortable giving my credit card information
over the Internet. How can I place an order?
We use the latest in security technology to ensure your sensitive
information is protected. However, you may also place your order
by using our fax order form once you’ve added all your items
to the basket. You can also call toll-free at 877.220.4181, between
9:00am and 6pm EST.
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I have a large order and need to ship to multiple addresses.
What is the easiest way to do this?
Please call us toll-free at 877.220.4181.
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What happens after I place an order?
When your order is placed on the web site, you will see a "Thank
You" page, which will have an online order confirmation number
on it. This is confirmation that your order has successfully been
placed. Your order is then sent over a secure connection to our
local server and you will receive an email confirmation at the address
you provided once your order has been received by us. The order
confirmation e-mail will also contain all the information you input.
We recommend that you review your order and if you notice an error
(such as a transposed address, misspelling, etc.) please e-mail
us the correction, your order confirmation number, and your daytime
and evening phone numbers to facilitate the process. We will be
happy to change any information as long as your order has not been
boxed and shipped. Once your order is shipped we will notify
you via e-mail, with a tracking number so that you can track your
order.
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What if I did not receive an order confirmation via e-mail?
You will receive an order confirmation message via e-mail shortly
after we receive your order. If you do not receive this message
within 30 minutes after placing your order, there might be a delay
on the Web due to traffic. If this happens, please feel free to
contact us at 877.220.4181 to ensure that your order is being
processed.
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How do I find out the status of my order?
You will receive a shipment confirmation via e-mail normally within
one business day of your package shipping. (If you ordered an item
in advance or a pre-order item, your item may not be shipped for
up to 2 weeks.) Your shipment confirmation e-mail will also include
the order tracking number so that you can track the status of your
package.
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Can I cancel an order?
If your order has not already been shipped or personalized, we can
cancel it. To do so, please contact our customer service department
immediately at 877.220.4181. If your order has already been shipped
out for delivery, we will be unable to cancel it.
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Why isn't your site working with my browser?
We try our best to build our site for everyone, however occasionally
there may be issues with a particular browser version that you are
using. If so, please give us a call and ask for technical support.
We will usually be able to solve your problem within minutes. However,
we generally recommend using Netscape Navigator 4.7 or later, Internet
Explorer 5.0 or later, or any version of the Mac Safari browser.
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PAYMENT
What methods of payment are accepted?
We accept a variety of credit cards including American Express,
Discover, MasterCard, and Visa.
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I keep getting a message that there is a problem with
my card. My card is fine. Why does that keep happening?
We have a series of checks we conduct
to verify the credit card is valid and secure. Here are a few items
you might want to check to make sure the information you are providing
is correct: make sure you have selected the correct card type
for the card you are using (i.e. Visa, MasterCard, American Express,
Discover), make sure the billing zip code that you entered matches that of
the credit card you provided, also make sure the expiration date of the card is correct and that you have entered the correct Card
Security Code or Card Verification number, the
last 3 digits over your signature on the back of your Visa or MasterCard, or the four-digit
number to the top-right on the front of your American Express card.
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What was the total charged to my credit card?
When you place your order online, you are presented with the price
of the merchandise, the shipping charge, and any discounts during checkout. This total charge should also be shown on your confirmation
and shipment e-mails that you received after placing your order.
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Do you offer corporate discounts?
We do. Call us at 877.220.4181 before you complete
your order.
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Can you invoice me or can I send a check or money order?
No. We require individuals to use a credit card to make a purchase.
If you are ordering for a company, we can set up a corporate account
and extend credit once you have filled out the corporate account
application (subject to approval).
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Is it safe to use my credit card online?
Yes. We never send personal information, such as your credit card
number, over the network in a way that is readable to anyone but
us. We encrypt your information and send it over the Internet using
SSL (secure socket layer) technology. When your browser is in secure
mode, you will notice an unbroken key or lock icon at the bottom
of the browser window.
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SHIPPING OPTIONS
Do you offer same day delivery?
We do not hand-deliver our product so the earliest that yout
could possibly receive your order is the following business day if you order before 2pm EST Monday through Thursdays.
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Do you ship to Canada, or anywhere outside the U.S.?
We ship only non-perishable items to Canada, call us for shipment quotes. We do not ship internationally at this time.
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Do you deliver to hospital patients?
No. We recommend that you ship the package to the patient's home
or to a family member or friend that can take it to the hospital.
This is for your protection. Our carriers must deliver to the hospital
dock and then the internal hospital staff must get the gift to the
patient. In the past, we found that nearly 50% of the time the internal
hospital delivery department either lost the package or left the
package sitting for extended periods of time which meant they didn't
get it delivered to the patient before they checked out. Since we
have no control over internal hospital delivery, our customers were
often having to pay for reshipment and being frustrated with hospitals
about lost packages.
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Can you deliver to a PO or APO Box?
Sorry, not as this time.
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What are the shipping options?
All perishable items are shipped Overnight to ensure freshness. For any other item you may chose Ground (3-6 business days), 2nd Day, or Overnight.
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If I request Overnight delivery today will my order arrive tomorrow?
Not necessarily. An order may take up to 3 business days to ship, so even though you request Overnight delivery, that only means the shipping method is overnight, not that it will arrive the next day after you place your order. If you have a specific delivery that in mind, call us to ensure we can attain it.
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Why do I only see Overnight as a shipping
option? Can’t I ship my order any other way?
If you only see Overnight as a shipping option, you
most likely have at least one perishable item in your basket. We
only ship perishable items overnight to guarantee freshness.
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What is a Business Day?
A business day is Monday thru Friday with the exclusion of any holidays.
Saturday, Sunday and any National holidays ARE NOT business days.
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Do you deliver on Saturdays?
We deliver on Saturdays for an additional surcharge. The surcharge
amount will be noted once you’ve selected your shipment date
during the ordering process.
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How much will shipping cost?
Please click here to view our shipping costs.
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Can I specify a future delivery date?
We have a shipping calendar during our checkout process so that
you can specify an advanced delivery date on our checkout order
form so you can place orders in advance.
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Are the delivery dates guaranteed?
Ground shipment delivery dates are not guaranteed. 2nd day shipments will arrive the next business day after shipping.
Overnight shipments are guaranteed to arrive by the next business
day after shipping. If an Overnight or 2nd Day shipment is late, we will issue a credit
for the shipping cost.
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