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frequently asked questions

GENERAL

1)   Do you have a walk-in store?
2)   Do you have a catalog?
3)   What do I do if I am not satisfied with your product?

ORDERING

4)   How do I place an order online?
5)   I don't feel comfortable giving my credit card information over the Internet. How can I place an order?
6)   I have a large order and need to ship to multiple addresses. What is the easiest way to do this?
7)   What happens after I place an order?
8)   What if I did not receive an order confirmation via e-mail?
9)   How do I find out the status of my order?
10)   Can I cancel an order?
11)   Why isn't your site working with my browser?

PAYMENT

12)   What methods of payment are accepted?
13)   I keep getting a message that there is a problem with my card. My card is fine. Why does that keep happening?
14)   What was the total charged to my credit card?
15)   Do you offer corporate discounts?
16)   Can you invoice me?
17)   Is it safe to use my credit card online?

SHIPPING OPTIONS

18)   Do you offer same day delivery?
19)   Do you ship to Canada, or anywhere outside the U.S.?
20)   Do you deliver to hospital patients?
21)   Can you deliver to a PO or APO Box?
22)   What are the shipping options?
23)   If I request Overnight delivery today will my order arrive tomorrow?
24)   Why do I only see FedEx Priority Overnight as a shipping option? Can’t I ship my order any other way?
25)   What is a Business Day?
26)   Do you deliver on Saturdays?
27)   How much will shipping cost?
28)   Are the delivery dates guaranteed?

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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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