Frequently Asked Questions
Orders
Yes, you can change your shipping address as long as your order has not shipped yet. Please contact our customer service team as soon as possible with the updated address information. If your order has already shipped, we cannot guarantee that we can make the change, but we will do our best to assist you.
Yes, you can place an order over the phone by calling our customer service team during business hours (803-936-0190). Please have the item numbers and quantities ready when you call.
Yes, once your order has been shipped, you will receive a tracking number via email which you can use to track your package online.
Thank you for your interest in our deals and coupons! We occasionally offer promotions and discounts in our monthly sales flyer, so make sure to check it out to see what’s currently available. You can find our sales flyer on our website, in our email newsletter, or by contacting customer service.
If you need to cancel your order, please contact us as soon as possible at 803-936-0190. If your order has not yet shipped, we may be able to cancel it and issue a refund. If your order has already shipped, we may be able to arrange for a return or exchange.
Please contact our customer service team as soon as possible with any changes you need to make to your order. We will do our best to accommodate your request, but please note that changes may not be possible depending on the status of your order.
If there is an issue with your order, please contact our customer service team as soon as possible. We will work with you to resolve the issue and ensure that you are satisfied with your purchase. If you are near one of our Physical Locations, feel free to stop by and we can resolve your issue in-store.
To track the status of your order, you can check the shipping confirmation email that was sent to you after your order was processed. This email will contain a tracking number and a link to the carrier’s website, where you can track your package in real time. If you have any further questions about the status of your order, please feel free to contact our customer support team for assistance.
Shipping and Pickup
Yes, once your order has been shipped, you will receive a tracking number via email which you can use to track your package online.
Yes, we offer curbside pickup at all of our physical locations. To arrange for curbside pickup, please call the location ahead of time to place your order and let them know that you would like curbside pickup. When you arrive at the location, please call again to let them know that you have arrived, and they will bring your order out to your vehicle.
We do not currently offer same-day delivery. However, we offer a variety of shipping options to meet your needs, including standard, expedited, and overnight shipping.
We apologize, but we currently do not ship internationally. Our shipping is limited to the United States and its territories as well as Canada.
Shipping times vary depending on the shipping method chosen and the destination of the package. Our standard shipping time is typically between 3-5 business days, but expedited shipping options are also available for an additional fee.
Our standard shipping method is ground shipping through UPS. Shipping times and prices may vary depending on your location and the size of your order. You can view estimated shipping times and costs at checkout.
We apologize for any confusion. Due to supply chain issues, we are currently unable to offer free shipping. We appreciate your understanding and apologize for any inconvenience this may have caused.
Returns and Exchanges
No, we do not have restocking fees for normal returns. However, there may be restocking fees associated with returns if returned products are missing or have damaged packaging, or are missing parts. The amount of the fee varies depending on the product and the circumstances of the return or cancellation. Please refer to our return policy or contact customer service for more information.
We offer free returns only if the product is damaged or if there is an error in the shipment. If you need to return a product for any other reason, you will be responsible for the return shipping costs.
To request an RMA, please contact our customer service team or give us a call at (888-947-3682) and an RMA will be emailed to you. Once your return item is received, we will either refund the amount back to your form of payment or credit your account with store credit.
Our return policy varies per item. The typical return window is between 14 and 30 days from the date of purchase. If you need to return an item, please request an RMA number within this timeframe.
For more information on returns. visit our Return Policy
We offer a hassle-free exchange policy within 30 days of purchase. If you received a damaged or defective item, we will replace it with a new one. If you would like to exchange an item for a different one, we ask that you return the original item and place a new order for the item you want. Here is our Refund, Returns, and Exchange Policy.
If an item is backordered, we will provide an estimated timeframe for when it will be back in stock. You can choose to wait for the item to become available, or we can cancel your order and issue a refund.
If you receive a damaged item, please contact us via email or call us (888-947-3682) immediately and we will work with you to arrange for a return or exchange.
You can find our return policy on our website under the “Refunds, Returns & Exchanges” section of our customer service page. Alternatively, you can contact our customer service team for more information.
Business Accounts
To see if you qualify, please contact our customer service team or fill out the business account application form located on the Business page of our website.
Yes, we offer credit terms to eligible business customers. If you currently have an active business account, you can fill out and submit our Business Credit Application. You can also contact our customer service team to discuss your options and eligibility for credit terms
Company Information
Our hours vary by location.
Our South Carolina location is open from Monday to Friday, 7:30am – 5:30pm EST.
Our North Carolina location is open from Monday to Friday, 7:30am – 5:30pm EST.
Our New Jersey location is open from Monday to Friday, 8:00am – 5:30pm EST.
Our Ohio location is open from Monday to Friday, 8:00am – 5:30pm EST.
*Note that all offices and warehouses are closed on major US holidays
We have four physical locations:
South Carolina: 2500 Leaphart Rd. Suite A, West Columbia, SC 29169 (803) 936-0190
North Carolina: 3146 Starlight Dr. Winston-Salem, NC 27107 (336) 283-2083
New Jersey: 199 Firenze St. Northvale, NJ 07647 (201) 285-2135
Ohio: 100 Hayes Dr. Suite A, Independence, OH 44131 (216) 403-8681
We also have six sales offices across the US:
Florida: John Brockhoff | Sales Manager | (941) 721-7111
Georgia: John O’Donnell | Senior Sales Account Executive | (803) 936-0190
Mid-Atlantic: Sharon Bratton | Regional Sales Manager | (410) 999-1767
Southwest US: Jeff Richeson | Regional Sales Manager | (845) 406-0522
Southwest US: Greg Engstrom | Regional Sales Manager | (512) 677-6441
Southeast US: Clint Andrews | Regional Sales Manager | (919) 710-8978
*Please note that each location has its own phone number and address.
Website Support
To reset your password, please click on the “Forgot password” link on the sign-in page and follow the prompts to reset your password. If you continue to experience issues, please contact our customer support team for further assistance.
To sign in to your account, simply click on the “Sign In” button located at the top right corner of our website. You will then be prompted to enter your email address and password associated with your account. If you are having trouble signing in, please contact our customer support team for assistance.
To register for an online account, simply click on the “Sign Up” or “Register” button on the website’s login page and fill out the required information, including your name, email address, and desired password. Once you have registered, you will be able to log in and access your account information at any time.
Product Support
Yes, many of our products come with a manufacturer’s warranty. Please check the product page or contact us for more information on the specific warranty for your product.
Pricing and Payments
We do not currently offer gift cards online or in-store.
We strive to offer competitive pricing on all of our products. If you find a lower price on an identical item from a competitor, we will do our best to match or beat their price. Please contact us for more information.
We accept a variety of payment methods, including major credit cards such as Visa, Mastercard, and American Express, as well as PayPal and bank transfers. We also offer Financing for Qualified Business Accounts
Services
While we do not offer installation or repair services directly, we have extensive relationships with many different installers and contractors across the US and may be able to recommend a trusted third-party service provider in your area. Please contact us or give us a call at (888-947-3682) for more information.