FREQUENTLY ASKED QUESTIONS
Q: Do you provide a discount to trade members?
A: Trade professionals such as plumbers, contractors, builders, architects and interior designers are eligible for a 10 percent discount on each purchase. Please see our section about trade discounts for more details or give us a call.
Q: Can I easily track my order?
A: Yes; we will e-mail you a tracking number the same day your order ships at the address given at the time of purchase. Please note most of our items take about 1-3 business days to leave our facility, depending on the size/preparation required.
Q: How can I return an item?
A: Our goal is to make the return process simple and quick. All products can be returned for a refund within 90 days of receipt. The item must be in salable condition and you will be responsible for the return shipping cost.
Read more information about returns at the bottom left corner of this page under the “Customer Service” section.
Please call us at 833-482-6828 to start the return process.
Q: Do I pay sales tax on my order?
A: Only residents of Kentucky and Illinois will be responsible for sales tax. However, you must claim items purchased online on tax documents.
Q: Do you provide a warranty and what are the terms?
A: Our unbreakable commitment to quality extends to all of our products. As such, every item we sell is covered under a 10-year guarantee for manufacturing and mechanical defects (to the original buyer).
We will replace the part(s) needed or a complete product depending on the specific situation. Please see more details about our warranty policy under the section devoted to this.
Q: Can you explain the truck delivery process?
A: All orders shipped on a freight truck will require a call prior to delivery. An employee with the truck company will contact you at least 24 hours in advance to schedule a timeline for you to be home. The delivery includes a liftgate/curbside service; this means the truck company associate will drop the item(s) at the edge of your driveway. The driver will not carry the shipment onto the driveway or elsewhere on your property, nor will it be brought into your home (this is due to liability). We recommend having help on-site to aid in moving the order.
You will be responsible for disposing of the container; please make sure to keep this temporarily in the event you decide to return the order.
Q: How can you be contacted?
A: Our staff of eager to assist sales/customer service agents will direct you through the sometimes tumultuous process of selecting new products for your home. You can reach us by phone at 833-482-6828 or through e-mail (firstname.lastname@example.org).
Hours of Operation (Eastern Time):
Mon-Thurs: 8am - 8 pm
Fri: 8am - 6 pm
Sat: 8:30am - 4:30pm
Q: What is your damage policy?A: Please contact us within 90 days if a product arrives damaged or you are missing any components. We will work to fix the problem quickly.