Order Status

 

An item is missing from my shipment.

Our products are shipped from warehouses all over the country. It is not unusual for items from the same order to arrive in separate shipments. Because of this, please allow 1-2 extra days before sending us an inquiry.

To check the shipping status of individual items:

  1. Click here to view your order history.
  2. All of your recent orders will be displayed along with whether or not the order was shipped. If only part of your order has been shipped, Items shipped and Items not yet shipped will be displayed separately.

To report a missing item:

  • Contact Us to report a missing item. (you must contact us within 60 days of the date your order was shipped)
  • Describe the missing item.
  • Please include your order number with your e-mail.

    To find your order number:
    1. Click here to view your order history.
    2. All of your recent orders will be displayed along with their order numbers.

NOTE: Please allow 1-2 extra days before sending us an inquiry. Most of our products are shipped within 24 hours of when the order was received. This means that if you selected to have your order shipped 3 Day, your order should arrive in 3-4 business days. Please allow up to 7-10 days for standard ground delivery.

 

Has my order shipped?

  1. Click here to view your order history.
  2. All of your recent orders will be displayed along with whether or not the order was shipped.

NOTE: If only part of your order has been shipped, Items shipped and Items not yet shipped will be displayed separately.

 

How do I cancel my order/item?

You may cancel your order or remove items from your order up until the time the order has been processed. If you need to remove items or cancel your entire order please CONTACT US as soon as possible. We try to process all orders as quickly as possible to ensure the fastest possible delivery.


NOTE: Once your order has been processed, it can no longer be canceled and is subject to our standard Return Policy.

 

How do I track my order?

  1. Click here to view your order history.
  2. Select the order you wish to track and click the View or change order button.
  3. If a tracking number has been assigned to this order, you will see a link to TRACK YOUR PACKAGE directly below the Order Status . Click TRACK YOUR PACKAGE to view the tracking information for this order. It may take a couple minutes to process your tracking request.

NOTE: In order to reduce the shipping time for you to receive your order, many of our products are shipped direct from the manufacturer to you. Because of this, not all orders will have tracking information listed in the Order Details.

 

I received the wrong product.

If you received the wrong product due to an error on our part we will happily exchange the product for you. We will even pay the return shipping. If you are returning the product for reasons other than error on our part, please see our return policy .

To exchange a wrong product:

  • Contact Us and request an RMA (return authorization number).
  • Describe the wrong product you received. (If there is a part number on the package, please include that as well.)
  • List the item you should have received. (Please include the part number. The part number can be found on your original receipt, or in you order history.)
  • Please include your order number with your e-mail.

    To find your order number:
    1. Click here to view your order history.
    2. All of your recent orders will be displayed along with their order numbers.

NOTE: After you request an RMA, we will send you return instructions by e-mail. Once we have received the returned item, we will exchange it for a replacement.

 

My order never arrived.

  • Contact Us to report a missing order. (you must contact us within 60 days of the date your order was shipped)
  • Please include your order number with your e-mail. To find your order number:
    1. Click here to view your order history.
    2. All of your recent orders will be displayed along with their order numbers.

NOTE: Please allow 1-2 extra days before sending us an inquiry. Most of our products are shipped within 24 hours of when the order was received. This means that if you selected to have your order shipped 3 Day, your order should arrive in 3-4 business days. Please allow up to 7-10 days for standard ground delivery.

 

My product is missing parts.

If you received a product that is missing parts, the fastest and easiest way to resolve this is to contact the manufacturer of that product directly. In most cases, the manufacturer will be able to send the missing parts directly to you much faster than we can.

If you would prefer us to handle the missing parts for you:

  • Contact Us to report the missing parts. (you must contact us within 60 days of the date your order was shipped)
  • Describe that product is missing parts, and exactly what parts are missing.
  • Please include your order number with your e-mail.

    To find your order number:
    1. Click here to view your order history.
    2. All of your recent orders will be displayed along with their order numbers.

NOTE: The manufacturer's phone number can usually be found in the instructions, or on the original packaging.

 

 

What do the different order status definitions mean?

 

  • Approved - We have received and are currently processing your order and verifying inventory/stock on hand.
  • Backorder - One or more of the items on your order are currently on back order from the manufacturer. You should have received an email informing you of the expected arrival dates and, when available other ordering options. If you did not receive this email, please check your junk/spam folder.
  • Declined - The credit card used on your order has been declined. This typically happens when you enter the wrong billing address during checkout, or when the credit card on file in your account has expired. You may update the payment method from the My Account/Order Status screen.
  • Partially Shipped - This typically means your order is shipping from multiple warehouses and part of your order has already shipped. The remaining items should ship soon. This is most common for orders where some of the items on your order are being drop shipped directly from the manufacturer.
  • Pending - This is used for internal purposes, typically meaning a member of our staff is currently working on your order. You will be contacted if any further information is needed.
  • Processed - Your order has been processed. Everything is in stock at one of our distributors/vendors and we are waiting for any items from distributors/vendors to arrive at our warehouse for shipment to you. Your order will be shipped once all items arrive at our warehouse from our distributors/vendors.
    When you originally placed your order, each item would have displayed "Usually ships in X days" information. Your order will typically ship out withing this time frame. If there are any un-expected delays, you should have received an email informing you of the expected arrival dates. If you did not receive this email, please check your junk/spam folder.
    Additional information about shipping times can be found HERE.
  • Ready to Ship - All items from your order are ready for shipment, and are currently being packaged for shipment to you.
  • Returned - We have received your return and all refunds or replacement items have been sent. This order is complete.
  • Shipped/Complete - Your entire order has been shipped and the order is complete.
  • Void - Your entire order has been canceled.

 

 

When will my backorder arrive?

  • Items on backorder will be held for 30 days from when the order was placed. If the product does not become available for shipment within 30 days, the order will be canceled and you will be notified by e-mail.
  • If you still wish to purchase the item when it becomes available, you will have to place a new order for that item.