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Frequently Asked Questions (FAQs)
Contacting our Customer Service Department
Our customers are our #1 priority. Our goal is for our customers to receive their items in a timely manner and as quickly as possible. Customers can contact our Customer Service department at (516) 671-6468 or toll free at (877) 702-9079 (US Only):- MON.-THURS. 10:00AM-5:00PM (EST)
- FRI. 10:00AM-3:00PM (EST)
Can I fax my order in?
At the moment we do not offer faxed orders, but are working on a reliable method to accept faxes in the near future.
How do I return an order?
Because we cannot accept returns of products once they have been opened, before opening each product please check its packaging and label carefully to be sure you received the correct product and version.
If the original packaging is still intact, you may return the product to us within 30 days from when the order was shipped. Return shipping to us is at your own expense. With any return please be sure to include a brief letter containing the reason for return. Unopened returned packages requesting credit will be credited with a deduction of 20% restocking fee (excluding shipping and handling charges).
How do I cancel an order?
An order may be cancelled only if that item is out of stock and within 30 days from when the order was shipped. Any order submitted through the web site, if in stock, will ship immediately and cannot be cancelled. You may return your merchandise when you receive the package if you do not open it. Write "REFUSED - Cancel" on the package and send it back. The post office should return it to us for no additional charge to you. If the post office will not send it back as described, we do not pay for the shipping of an order back to us. Unopened returned packages will be credited with a deduction of 20% (restocking fee). Opened returned packages will be credited with a deduction of 50%. Shipping charges are non refundable.
When will my backorder arrive?
We stock considerable overstock to ensure prompt delivery of orders. In addition, our warehouse receives several deliveries a day. Unfortunately backorders are highly dependent on the manufacturers. A backorder could be (at worst) as late as 3-4 weeks after order placement.