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Frequently Asked Questions

Looking for quick answers? Browse through our frequently asked questions. If you can't find an answer you may contact us directly!

Questions:
  1. When will you ship my order?
  2. I tried to check my order status link and there was no information.
  3. I have a PO Box and can't receive UPS orders
  4. What if I'm not going to be home when the package arrives?
  5. I placed an order but never received a confirmation email or shipping status update!
  6. Do you charge tax on my order?
  7. Do you accept Purchase Orders?
  8. Can I use my own UPS or FedEx account number?
  9. I need a rush delivery, how much will it cost?
  10. Do you ship to Hawaii, Alaska, Puerto Rico, Apo-AP, or Apo-AE addresses?
  11. Do you ship to Internationally?
  12. Why do your shipping charges seem so expensive?
  13. I am local to your store. May I come pick my order up to save on shipping?
  14. I prefer to pay by check rather than credit card. Can I mail my order in with a check?

When will you ship my order?
We try our best to ship all orders by 3:30PM EST on the same day. Our current on time shipping is at about 97%, our goal is 100%. If we encounter a problem with your order, we will immediately notify you via email.


I tried to check my order status link and there was no information
Occasionally, the order status is not updated. However, you should received a few different emails from us. First, you should receive an order confirmation immediately after placing an order. Then, on the day we process your order, you should receive a notification telling you that we have pulled your order and it is ready to be shipped. Finally, you should receive an email with your tracking information in it. You can begin tracking your shipment the next day.


I have a PO Box and can't receive UPS orders.
If your only shipping address is a PO Box, please choose Priority Mail when checking out. If you do not, we will try to change the order to ship via Priority Mail.


What if I'm not going to be home when the package arrives?
In most cases UPS will leave the package at your door or on your porch. However, in certain areas, UPS will not leave the package without a signature. In this case, you will be notified with a UPS package notice on your door.


I placed an order but never received a confirmation email or shipping status update!
Most likely, our email was blocked by a spam protector. But in some cases, the submit button may not have been pressed or a glitch may have occurred when processing. Please call us at 1-800-443-3645 to verify that the order went through successfully.


Do you charge tax on my order?
Currently, we only charge tax to Connecticut residents


Do you accept Purchase Orders?
We accept purchase orders for all local, state, and Federal agencies and most schools and universities. Please fax your order to 203-248-0009 or call us at 1-800-443-3645.


Can I use my own UPS or FedEx account number?
We will be glad to ship on your account. Please call us at 1-800-443-3645 to arrange it.


I need a rush delivery, how much will it cost?
As a first step, you should check our transit time. You may be close enough to us to receive your package in the time you need it, without paying extra for shipping. If not, you can calculate your rush shipment charges in the shopping cart. Simply click to view your shopping cart and at the bottom of the page there will be a spot to enter your zip code and calculate shipping costs for each method.


Do you ship to Hawaii, Alaska, Puerto Rico, Apo-AP, or Apo-AE addresses?
Yes, we ship to these destinations via Priority Mail. When checking out, please select Priority Mail as your shipping method to avoid any problems.


Do you ship internationally?
Unfortunately, we do not ship outside of the United States. This is due to the high cost & high risk of lost or damaged goods.


Why do your shipping charges seem so expensive?
Unfortunately, shipping costs are increasing drastically with the rise of gas prices and other fees. That's why we've decided to obtain actual UPS & USPS shipping rates for orders. Now, your order is calculated by the weight and the distance it has to travel from Hamden, CT (zip code 06514) to your residence. The two zip codes & weight are sent to UPS & USPS API's to be calculated.


I am local to your store. May I come pick my order up to save on shipping?
yes. We encourage customers in the Southern Connecticut area to come pick up their orders to save on shipping costs. We will refund the entire cost of shipping. If you placed an order online, please contact us to let us know you will be picking it up.


I prefer to pay by check rather than credit card. Can I mail my order in with a check?
Yes you may mail a check in for the appropriate amount. Please use our Mail Order Form.