| Q: |
How can I place my order? |
| A: |
You can place your order several ways; online with a major credit card or Paypal, over the telephone by calling our toll free number 866-258-1554, by fax at 608-243-8240 or by regular mail. |
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| Q: |
I am an individual, can I still order from your site and do I need an account? |
| A: |
We specialize in servicing you the individual. You do not need to setup an account or have a special number or passwords to place your order. If you choose you can set up an account so each time you order you do not have to enter in your billing and shipping information. |
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| Q: |
I received an AVS Mismatch Error when checking out what do I do? |
| A: |
This error means your credit card company information does not match your entries, incorrect information is in Card Company’s file, or your card is not based in the USA. This happens often if you have moved recently do to the fact that not all computers update at the same speed. Try using your old billing address and your new shipping address. If this does not solve the error please call us and we will be happy to take your order by phone. |
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| Q: |
Do you ship to Canada or other countries? |
| A: |
We will ship items to other countries but this is quoted on a case to case basis. Please call us at 866.258.1554 if there is something that you are interested in.
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| Q: |
What is your return policy? |
| A: |
Please see out terms and conditions page for this information. |
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| Q: |
Are colors accurate on the website? |
| A: |
Due to the fact that all monitor settings can be different we do not recommend that you go by what you see on your monitor when it comes to specific colors.
Please call us if you are looking for a specific color, many of our items do have a color chart that can be sent out.
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| Q: |
I tried to place an order several times but it did not go through now the credit card company says that I have been charge all those times. |
| A: |
About credit card charges:
o Declined transactions are "authorized" against your credit limit. No actual permanent charge is made. Authorizations usually expire within three days.
o The "authorized" or "charged" amount of a purchase is "settled" against your credit card within two to three business days.
o Credits to a credit card usually appear within three to five business days after submission
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| Q: |
I am confused by the pricing system on the product menus. |
| A: |
To make the site more user-friendly, our items are grouped together with similar products. For example, a 32 oz. spray bottle and gallon refill can be purchased from the same page.
When you click on the drop-down menu, you will see a number to the right of some items like this: (+$1.99)
What this number means is that the selected product costs $1.99 more than the first product in the category. When you choose your item, the total price is updated above the menu. |
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| Q: |
I see the wrong item number on my order, how do I know if my order is correct? |
| A: |
This is also due to the way our products are grouped together. On the first page of the checkout process, "Your Cart", you should see the correct item number for the product you ordered.
As long as the correct item number is displayed on the "Your Cart" screen, you can be certain that we received the correct information for your order.
When you reach the payment "Method" screen, you may see an item number that does not match yours. This is the group ID and it will match the first item in that group. This is not necessarily going to match the item you ordered.
On the final "Confirmation" page, you will see a copy of your invoice. For each product, there will be two item numbers that may differ. The first number, listed on the far left, is the group ID. The second number, found under the product description after "Options:" is the item number of the product you ordered.
If you are uncertain if you have ordered the correct item, you may always contact us by phone at 866.258.1554 to confirm your order. You may also send an inquiry by E-mail to sales@installerstore.com |
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