Frequently Asked Questions


What is "AVS Rejected"?

This error message appears when the billing zip code entered does not match what your bank has on file for that credit card. Please double check that the billing zip code you’re entering is the correct one for the card you are using. If so, please contact your bank to verify if the zip code in their system is up to date and matches yours.

Why am I being charged shipping if I have a "free shipping" item in my order?

Free shipping applies to promotional items only. There may be a shipping charge for any non-promotional items added to your cart. The shipping is calculated based on the weight of the items in your cart, the zip code they are being delivered to, destination type (residential or commercial) and delivery method selected.

Do you ship internationally?

Currently we only ship within the continental United States. We will gladly ship to a freight forwarder of your choosing here in the U.S. and you would work with them to get the order delivered to your address.


What is Hazmat?

The term Hazmat refers to items that are classified as “hazardous” and can only be shipped using a ground service. Any item with a Hazmat classification cannot be shipped internationally or to any location requiring air service.

What is a Drop Ship?

A Drop Ship is a product or piece of equipment that is being shipped from the manufacturer directly instead of our warehouse. All drop ship orders are sent to the manufacturers for fulfillment the following business day after they are submitted. Manufacturers have 24-48 hours to get the order ready for shipment via your desired delivery method. Some custom items may have longer lead times. Please contact us directly for details.

What is a PO number?

PO refers to Purchase Order. This is an internal reference number used by many clients as a way of labeling orders for their accounting departments. For instance, the purchasing department would create a Purchase Order that would be sent to us for processing. We would process the order referencing the PO number. This PO number would be included on all packing slips included in boxes, and invoices generated by our accounting department.

I want to order a product that is out of stock. Can I order it now and have it shipped to me later when it's back in stock?

You will only be able to place orders for in-stock product. However, if you are interested in an item that is out of stock, please enter your name and email on the product page. (There will be a notification field on the page of each out-of-stock product.) Once more stock has come in, you will receive an email letting you know that the product is now available for purchase.

Why am I being charged sales tax?

We charge sales tax for all orders in the state of AZ, CA, CO, FL, GA, IA, IL, IN, KS, KY, MN, NJ, OH, SC, SD, TX, WA & WI. This list of states is subject to change. If you have a resale certificate, please contact us. We will request a pdf copy of your resale certificate, which will be submitted to our accounting department for review. Once approved, we will apply a tax exemption to your account for future purchases for the term of your certificate.

The item I want to purchase has free ground shipping, but I need the item expedited.

If you wish to have your “free shipping” item expedited, please contact us directly for assistance. In most cases, we will be able to modify the shipping speed internally, but would need to charge separately for the difference of the expedited service selected and the value of the ground shipping service included in the promotion.

Do you ship internationally?

Currently we only ship within the continental United States. We will gladly ship to a freight forwarder of your choosing here in the U.S. and you would work with them to get the order delivered to your address.

I just placed an order and need it to ship today.

Please contact us immediately after placing your order. If an order is submitted before 4pm CST we may be able to prioritize the shipment and have it shipped same day. In most cases, our warehouse team reserves 24-72 hours to ship an order via your desired shipping method. Though we cannot guarantee same day shipping, we will certainly do our best to accommodate any special requests you have.


I need to modify or cancel my order.

If you need to cancel or change your order, please call us immediately. Please note our business hours are Monday through Friday from 8am-4pm CST. If you wish to cancel or modify an order after hours, please contact Customer Service at 866-717-6753 and leave a detailed message with your order information and contact number. We also recommend sending an email to [email protected] to ensure the quickest resolution possible. Once your order is fully processed, it is difficult to prevent shipment and you may be held liable for rerouting charges. There is a $15 reroute fee for address changes once an order has shipped. There is also a 20% restocking fee for orders. These fees are subject to change based on the rates provided by the shipping service used and the manufacturer if applicable.

I need to return something that I purchased.

All of our products, supplies and equipment are made with the utmost of care. However, if you are not completely satisfied with your purchase, you may return new, unopened items within 30 days of delivery* for a refund of the total product price, not including original shipping charges. Return shipping costs will be the customer’s responsibility. Please review our returns guidelines on our Policies & Procedures Page. Items must be returned in their original packaging.


My package arrived damaged.

Please contact us within 2 business days after delivery. If applicable, we will file a damage claim with the shipping provider and send out replacement product. We will require pictures of the damaged product and packaging before replacements are sent. (Note: For Freight Deliveries, you must inspect all incoming freight for damages and notate the delivery paperwork accordingly. In some instances it is recommended to refuse the delivery and contact us immediately. Please contact us for details.)

My tracking number shows my package was delivered, but I don't have it.

Please check with neighbors, close-by businesses or your leasing office if applicable. If you are still unable to locate the package, please contact us within 24 hours from delivery so we can contact the shipping service. If applicable, a tracer will be initiated to recover the lost package. Tracers may take up to 7 business days to be concluded. Each situation is handled on a case by case basis. We will always try to remedy any challenge you may be experiencing with your orders. In the event that the shipping service is unable to recover the lost package, we will seek out alternative solutions for you, such as a replacement order, or store credit if applicable. We will also request that any replacement be sent to an alternative address.