Order FAQs


Do you provide product assistance?

A. For personal assistance with using products provided on this website, please call us at 1 (800) 760-4947. If outside the US, you can contact us at +1 951-639-9708. When calling, please leave a message with your name and contact phone number so that we can return your call and answer any questions that you may have. Office hours are Monday through Thursday, 8 AM to 3 PM Central time.


Why is a phone number required when I order?

A. We require your phone number for the purpose of order questions and product instructions only [read our privacy policy]. We may not be able process your order if a contact phone number is not provided.


How much is shipping?

A. See Shipping Rates here.


How long will it take to receive my order?

A. Orders are shipped via FedEX Monday through Thursday during the week. Orders received after 1PM Central time will ship on the next business day. For some orders, a phone confirmation is required before the package can be shipped.


FedEx Ground delivers packages to US addresses within 3 business days, barring any unexpected weather-related delays. For faster shipping, contact us for a FedEx Next Day or 2nd Day shipping quote. For orders outside of the US, FedEx Air delivers within 2-5 business days.


What payment methods do you take?

A. We accept Visa, Mastercard, Discover and American Express.


Is my online transaction secure?

A. This website is secured with GeoTrust Extended Validation SSL security encryption. This ensures that any personal information entered on a secured page when placing an order is encrypted. You can click on the green lock icon that appears on secure pages in the browser address bar, or on the GeoTrust Trusted Site Seal in the site footer to get real-time confirmation of the validity of the certificate. The green lock icon and GeoTrust Trusted Site Seal allows you to tell at a glance that the website is validated and that transactions are safe and secure.


What about Phone Payments?

A. For orders with Phone Payment selected as an option, we will call you to collect your credit card details directly and process the transaction manually through a credit card terminal instead of online. For orders that require a shipping quote, we will contact you once we have the shipping options to collect your card details to cover the payment of products and/or shipping charges. For our International customers, the only payment option we offer is Phone Payment as our online site does not handle international credit card transactions.


How can I order if I live outside the United States?

A. Learn more about International Orders here.


What's your return/cancellation policy?

A. See Return Policy here.


Why haven't I received the email response or order notification that I was expecting?

A. If you do not receive an email response or order notification that you are expecting, please check your email program's Junk or Spam folders in case the message was redirected there. Responses to customer questions are usually answered within 24-48 hours of receipt. Customers who order on our site also receive notification of their order and tracking information when the order ships. If the email address provided is not correct, that can prevent a timely response.


Do you have coupon codes, discounts, or other offers?

A. From time to time we have various short-term promotional offers available to our customers and newsletter subscribers. These offers, whether in the form of coupon codes, discounts, sale prices, or free shipping, all come with restrictions and expiration dates. These restrictions can include minimum order total requirements, product eligibility requirements, shipping restrictions, or one time use limits for example. Unless noted, offers may not be combined with any other coupon, promotion, or discount. Please refer to the disclaimer associated with the promotional offer you are trying to access for further details.


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CONTACT

  • Office Hours (central):
    Monday–Thursday 8AM-3PM
    Friday 9AM-12PM

  • United States Customers:
    1 (800) 760-4947

  • International Customers:
    +1 951 639 9708

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