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Order Info

Order Info

Order Processing

Processing

Orders are processed at 7am EST Monday - Thursday (except for on US Holidays and observed holidays where we are not in the office.)

Order Statuses

       Awaiting Payment - The checkout process has been completed, but the payment has yet to be confirmed. Authorize only transactions that have not been captured will have this status.

       Awaiting Fulfillment - The checkout process has been completed and the payment has been confirmed.

       Awaiting Shipment - The order has been pulled and packaged and is waiting to be shipped.

       Shipped - The order has been shipped and completed. Tracking information has been sent and the order is enroute to its final destination.

       Cancelled - The order has been cancelled due to inventory inconsistencies or for other reasons. 

       Declined - The order was declined for the lack of payment or for other reasons.

       Verification Required - The order is on hold and needs to manually confirmed. 

       Pending - The order is placed on hold due to possible short term inventory inconsistencies. 

Shipping

Orders for in-stock items are shipped within 3 business days of when they are processed, although we do our best to ship them the very next business day.

Unavailable Items

Orders for items that are out of stock are left open for a maximum of 30 business days. If we are able to obtain product stock during that time, your order will complete processing and ship. If we are unable to obtain the product, your order will be cancelled. We can't leave orders placed online open indefinitely due to credit card authorization regulations.

When We Charge Your Card

When your order is placed, a hold is placed on the funds for the order on your card. If this is a debit card, you should see the hold immediately. It will not show up immediately on a credit card. We authorize the payment the same business day that we ship your order. If your order is cancelled, we void the authorization or - in the event that we have already authorized payment - issue a refund. You should see a refund within 3 business days. If we voided the authorization, the hold should disappear within 3 business days. Please note that we do not accept the payment unless the order ships. We recommend that you use a credit card rather than a debit card, as the debit card will remove the money from your account immediately. We never see your card information, so if your order has been cancelled and the money is still pulled from your account, please contact your bank. If there is a problem with a hold release or refund, your bank will need to contact us.

 

Changes To Orders

Changes To Orders

We are unable to add items to or combine orders once the order has been placed. 

If you would like to change or cancel an order before it has shipped, please reply to your order confirmation email. If your order has not yet processed, we will attempt to honor your request, but we can't guarantee that we can make the changes or cancel the order. You can always return unwanted items for a refund once they have arrived at your shipping address. If you didn't receive an order confirmation email, please check your spam or junk folder. You can Contact Us by email, but note that you MUST have your 4 digit order number or we will be unable to look up your order. We apologize for any inconveniences. 

Address Corrections Or Problems

We can change the shipping address on your order as long as you contact us before the order processes. The easiest way to do this is to reply to your order confirmation email. If we have already processed and shipped your order, we will be unable to retrieve the order.

We cannot process a change on an international address after the order is submitted. 

If we are unable to ship your item to the address you provided, we will do our best to correct the address within US Mail guidelines and ship it that way. We will email you if we cannot resolve your address problem. If we are unable to contact you to get a corrected address, we will cancel your order and issue a refund.

 

Shipping 

Shipping Procedure

We ship our orders via US Mail. On rare occasions, a large order will be shipped via UPS. These orders will ship with a tracking number and should arrive in 1 to 7 business days depending on your geographical distance from Michigan. Note: International orders ONLY ship via USPS.

First Class Mail

Some orders will note First Class Mail or Fixed Shipping as the method of shipping. These items will ship out with a tracking and/or delivery confirmation number and should arrive within 7 to 10 business days. If you have not received your order within 14 business days and it was sent First Class Mail, please Contact Us to have a replacement sent out. 

Priority Mail

Most orders will note Priority Mail or Free Shipping as the method of shipping. These items will ship out with a delivery confirmation number and should arrive within 2 to 5 business days. International orders should arrive within 7 to 10 business days. If you have not received your order within 7 business days (20 business days for international orders), please Contact Us so we can track your order.

Expedited Order Requests

Unfortunately we do not offer expedited options at this time. We apologize for any inconveniences.

International Restrictions

Please note that some products are noted as being unable to be shipped internationally. If you order those products with an international shipping address, they will be cancelled. We are sorry for any inconvenience.

 

Return Policy

Return & Exchange Policy

You may return a product for refund within 30 days of the order shipment date. The order shipment date and order notification are provided to you by email when your order ships, and are also on the packing list enclosed with your shipment.

Shipping Error Or Damaged Product

If we shipped you the wrong product, or it arrived defective or damaged, no problem. Just contact us to arrange for the return of your purchase. Our customer service department is unable to handle calls about your order. In the event that you do not have email, you may call our customer service department at 866.456.8836 and ask them to take a message for our Internet Order department. Someone will get back with you within 4 business days. We will exchange your product for the correct one or an undamaged one. If you prefer a refund over an exchange, we will refund you for your purchase price and shipping provided the returned item(s) are received back in their original packaging, along with all accessories, warranty cards, manuals, etc., where applicable.

Other Returns Or Refunds

If you ordered the wrong item, wrong size, or simply changed your mind, we will exchange or refund you for your purchase (minus the shipping cost), provided the returned item(s) are received back in their original packaging, along with all accessories, warranty cards, manuals, etc., where applicable, provided your purchase is in "as-new" condition, and the purchased product was not noted as a non-returnable item. Please use the Return and Exchange Form (print a copy). 
 
When your return is received, we will process as directed on the Return and Exchange Form. Please note that we can only exchange items for items of the same value. Any exchange form received with pricing differences will be processed as a return only!
 
Exchanges will be processed and the replacement items shipped, at no additional cost to you, within 10 business days of receipt. If a replacement item is out of stock, we will contact you via email to determine how you would like to proceed. If we are unable to reach you by email within 10 business days, we will process the exchange as a refund.
 
Refunds will be processed within 5 business days, but may take as many as 2 billing cycles to appear on your account. Please contact your financial institution with any concerns, as we do not store your financial information.
 
Please note that you will be responsible for return shipping costs.
 

Hours & Contact Info

Internet Order Department Hours

810.392.3278 ext. 21

Monday - Thursday: 7am - 12pm EST

 

G5 Technical Support Hours

 

810.392.8431 ext. 169

 

Monday - Friday: 8am - 4:30pm EST

 

For Product Information

866.456.8836

Monday - Friday: 8am - 4:30pm EST

 

 

 

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