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FAQs


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Not seeing your question?
If you are uncertain if you have ordered the correct item or you have any further questions, you may always contact us at: 866.258.1554, or E-mail us at: sales@installerstore.com. Please see our regular business hours below.

Who can order from your website?
We specialize in servicing the individual, but companies are more than welcome to place orders too. We do not have a minimum order amount, so feel free to order as little or as much as you want!

Do I need to setup an account to place an order online?
No, you don't need to setup an account to place your order. Setting up an account simply allows you to save your billing and shipping information, so you do not have to enter it on every order. An account also allows you to setup multiple shipping addresses, view previous orders, or request a RMA (Return Merchandise Authorization) Number.

I don't like placing orders online. When can I talk to a live person?
Customer service is available Monday through Friday, 8:00am - 5:00pm Central Standard Time.

How can I place my order?
You can place an order several ways:

  • Online: Use a major credit card or Paypal
  • Call us toll free at: 866-258-1554 (Major Credit Card Needed). Please see regular business hours above.
  • Fax us at: 608-243-8240. Select this option at checkout. This saves your order, and allows you to print a copy of it. Then fax it in.
  • Mail-In-An-Order: Select this option at checkout. This saves your order, and allows you to print a copy of it. Then mail it in to us along with a check or money order.
***Please Note: Orders DO NOT ship until payment is received.

Do you ship outside the Continental US?
Yes, we ship to Hawaii, Alaska, and Canada, however you must call us to place an order. Due to higher shipping costs, the Standard Shipping and Warehouse Rush options are not applicable. Please call us toll free at 866-258-1554 if you would like a shipping quote.

What is your return policy?
Please see our Shipping & Returns Policies page for this information.

How do I properly measure for a floor register or grille?
It is an industry standard to measure the . Take out the existing floor register or grille, and measure the length and width of the opening in inches. Still need more help? Read our informative blog on this topic.

Are the colors accurate on your website?
Due to the fact that all monitors show colors differently, we do not recommend that you go by what you see on your computer. Please contact us if you are looking for a specific color. Some of our items have color charts or samples that can be sent to you.

I received an AVS Mismatch Error when checking out. What do I do?
For security reasons we verify the billing address on file with your credit card company. An AVS Mismatch Error could mean one of the following:
  1. The Billing Address you entered does not match what your credit card company has on file. If you have moved recently, it may not have been updated by your credit card company yet.We have no control over this. Try using your old billing address to see if it solves the problem. Please remember that Billing Addresses & Shipping Addresses CAN be different.
  2. Your credit card was not issued in the USA. Our website will not accept orders outside the continental US. Please contact us for additional payment options or for a shipping quote if needed.
  3. You are trying to use a gift credit card. Not all gift credit cards are compatible with gateway transactions (Online Purchases). Please call us, and we can try to manually process your card. Another option would be to use a normal credit card.
I tried to place an order several times but it did not go through. Now my credit card company says that I have been charged all those times. What is going on?
When you attempt to make a purchase using your credit card, the transaction "Pings" your credit card account for the amount of the purchase, whether it is approved or declined. Since each attempt to make a purchase is considered a separate charge (This prevents sellers from initially charging one amount & then going back and changing that amount), this "Ping" tells the credit card company to reserve that amount for each attempt you make.

If the transaction is declined, then these "Pings" will fall off your account approximately three business days after the attempt was made. The amount of time depends entirely upon your credit card company. We have no control over this. If you need these "Pings" off your account sooner, please call your credit card company and they should be able to manually remove them.

I am confused by the pricing system on the product menus. How are your products arranged?
To make our website more user-friendly, similar products are grouped together. For example, our Brass Victorian Floor Registers in multiple sizes can be purchased from the same page.
Installerstore Product Grouping

When you click on the drop-down menu, you will see a list of sizes/colors etc. When you choose the size/color you need, the price (shown in red above the drop-down menu) is updated to show the correct amount. 


I received a coupon / promo code. Where do I enter it?
When you add an item to the cart, you will be taken to the cart page. If you scroll to the bottom of the page, you will see the Redeem a discount coupon area. This is where you will enter your discount code. Click on the thumbnail below to see an example:

Installerstore Coupon Code

I tried to use a coupon code found on an online coupon sharing site but it isn't working. Why isn't it applying?
Third party coupon sharing sites are submitted by the general public and not Installerstore directly, and unfortunately they are not always valid. We strongly advise that you check any offers, discounts or coupons that you may want to use with our sales staff before trying to apply them with your order. All discount code/offer questions can be directed to sales@installerstore.com via email or call toll free 866.258.1554.