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Frequently Asked Questions (FAQ)

 

In order to provide our customers with the fastest, most accurate service, all orders need to be placed through our website. Using our website to place and receive orders also helps us to keep our operating costs down, which means lower prices for our customers. Online ordering also has the added benefits of improved inventory management, and the ability for customers to save shipping addresses and review past orders if an account is registered online.

We accept approved purchase orders from public schools, universities and government entities. We do not offer open terms for commercial accounts. POs can be either mailed, faxed or emailed to us. Please call us at 1-888-330-6172 for our fax number or email address. Purchase requisitions will not be accepted.

Order changes, additions or cancellations will not be possible once an order has been packed by our warehouse staff. This usually happens within 10-20 minutes of order submission during business hours. This policy is necessary so we can process and ship all orders in a timely manner.

To request a change order, please call us immediately at 1-888-330-6172.

Our order cut-off time for same day UPS ground shipments is 3:30 pm Central Monday through Friday. UPS express orders are processed up until 4:00 pm Central.

Please see our Shipping Information page for more details.

We offer UPS Ground, UPS Express, FedEx Ground and USPS. The availability and price of each shipping method may vary depending on ship to location, value and weight of the order you are placing.

In addition to standard shipping methods, we offer Free Ground Shipping on orders over $149 and flat rate shipping of $9.99. Please see our Shipping Information for full details.

Depending on your location you can expect to receive your order within 1-4 business days using regular ground services. For a more exact time please see our Shipping Information for detailed shipping time maps.

No, not currently.

Yes. If you are local and place an order by 3pm Monday – Friday, you will most likely be able to pick up same day. During checkout just select “Pickup” as your shipping method. Once we have finished pulling your order, we will send you an email informing you that it is ready for pickup. Please be aware if you show up before the order is ready you will have to wait. Our pickup hours are from 10am – 4pm. We do not accept walk in orders, please place the order ahead of time.

IMPORTANT COVID UPDATE

We are not allowing any customers inside the office currently. We are offering curbside pickup for our local customers. When you arrive, there will be a sign informing you to remain in your car and give us a call. We will then place your order by the front door for you to come and get.

Our office and warehouse are located at:
3875 Commerce Drive
Saint Charles, IL 60174

*Please be aware that we are currently not allowing customers inside the office. All orders will need to be placed ahead of time.

As of January 1, 2019, we are required by state law to collect sales taxes on all orders in qualifying states unless we have a valid sales tax exemption certificate on file for your company or organization.

If you have a valid certificate, please view our Sales Tax page for further details on how to register.

First, look through the entire order and separate all the items. Unroll anything that is not on a core as multiple items that are less than 15 ft in length will be rolled together. Also check inside cores for small items.

If the items are still missing check the invoice. The item may be marked as drop shipped from the manufacturer. This means that the item is being shipped to you directly from the manufacturer instead of from us. We do this for out of stock or special-order items. Most manufacturers ship within 1-2 business days so you should receive drop shipped items in a timely manner.

If the packing list indicates that the item was shipped but you did not receive it, please give us a call at 1-888-330-6172 as soon as possible so we can correct the problem. Shipping errors or omissions need to be reported to us within 30 days of purchase in order to be corrected or adjusted. Sorry, we cannot make corrections after this time.

Simply contact us by phone at 1-888-330-6172 toll-free, and we will help you with any issues to correct the problem. If the item is determined to be lost/damaged/wrong, we will promptly replace it free. A return label will be issued to have the damaged/wrong products returned to us at no charge to you.

Your satisfaction with our products and service is our number-one goal. If after receiving your item you determine that it was not what you expected, simply log into your account, find the order and click the Return Items link within 30 days of purchase. If your request qualifies for a return, you will receive an email, within 2 business days, authorizing your return.  Please review our Return Policy before initiating a return.

We do not offer a product catalog. All our products are located on our website. We do sell color charts for most of our popular materials.

Unfortunately, it is exceedingly difficult to describe a color and without seeing your project it would be almost impossible for us to help choose the exact color you are looking for.

We do understand choosing a color based off the samples we have online can still be difficult. Therefore, we sell color charts for most of our popular materials so you can have actual samples available to choose for all your projects.

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