FAQ

 

  1. How do I check out on the website?
    Click on the brass colored "checkout" button located along the top of every page or in your shopping cart.

    If you are a new customer you can choose to checkout without creating an account for a faster experience or create an account so you can track your packages, create a wishlist, and save the contents of your shopping cart.

    After the initial checkout page you will be directed to the final page in the checkout process where you will be asked to choose your preferred shipping and billing method. Once you click the "Submit Order" button you will be directed to the Success Page. This may take a few moments.

    That's it! You have successfully completed your purchase.


  2. International orders:
    Since none of our vendors ship internationally, we must have your order shipped to us first. It takes 1 to 3 business days for the vendor to package and ship your order to us, plus several days of transit until it arrives at our facility. So within about a week, we will ship it to you by Standard Airmail through the postal system unless you select another postal shipping option. While Standard Airmail does not offer a tracking number, we will email you the customs form number in case you have a problem or a delay with the shipping. You can take this number to your local customs office and they can look it up in their system. If you would prefer to get a tracking number, you should consider upgrading the shipping to Express Mail International, it will get to you faster and provides a tracking number that you can use at the USPS website. Due to new restrictions, we are not allowed to ship any DW products internationally. We apologize for the inconvenience.


  3. Tracking says my package is in customs, but it's been too long and I still haven't received it.
    Unfortunately, once the package leaves here and is in the possession of the delivery service we are unable to get more information than what is given to the customer. Your best option is to contact your local customs office with your tracking number and see if there is a problem.


  4. What happens if I ordered an item and it's out of stock?
    We have a 95% fill rate on orders, meaning 95% of the time your item(s) are in stock and will ship in the regular time frame listed below. While we strive to keep the inventory levels listed on our product pages current, and our vendors usually have items in stock, there are occasions where an item is back-ordered. When this occurs we will let you know and will offer these options:

    1. Wait for the back-ordered item(s) to arrive. We will find out from the vendor what the approximate arrival time is for a back-ordered product to arrive at their facility.

    2. Substitute for a different item if the wait is too long.

    3. Refund you for the back-ordered item(s) and the shipping.


  5. What if the product I'm looking for isn't on your website?
    If you can't find what you're looking for it doesn't mean we can't get it! You can contact us and we'll be happy to help you to locate an item or refer you to an allied business who may have it.


  6. How do I make a return?
    To make a return, click here.


  7. My order shipped __ days ago, why isn't it here?
    Shipping times for standard shipping methods (Priority Mail, First Class, and FexEx Smart Post) are not guaranteed. Only USPS Priority Express, FedEx Express, FexEx Overnight, FedEx Second Day, and FedEx Ground have a guaranteed shipping time.


  8. How long will it take you to pack and ship my order?
    Your order will be packed and shipped between one (1) to three (3) business days of your order being placed.


  9. Are you open on the weekend?
    No, any orders placed on a weekend or public holiday will be processed on the next business day, and shipped within the next three.


  10. I selected an express/overnight shipping option but my order didn't ship today, why?
    If you placed your order after our daily pick-ups, your order can't be shipped until the next day. If it is on a Friday, it won't be shipped until the following Monday. If this happens, contact us with how you would like to proceed. The best way to avoid this is to place your order before 3pm Eastern Time.


  11. Are you open for store walk-ins?
    Yes! You are welcome to stop by Monday-Friday from 10 to 6. We are currently set up as a warehouse, but we are slowly making our space more retail-friendly.


  12. Is Saturday included in a guaranteed shipping time?
    No, only business days. If you need a Saturday delivery, Please contact us.


  13. Are there limitations on free shipping?
    We offer free shipping on most orders over $99 in the continental US except for products which have a weight of over 30lbs actual or dimensional weight. Dimensional weight means that the products overall size is considered rather than the actual weight.


  14.  My order is near $99, can I still get free shipping?
    Due to our incredibly low prices, we cannot offer free shipping on any order under $99.

  15. Can I place an order over the phone?
    Yes, you can call us toll-free at
    888-325-6545, or for international customers at +1-412-945-0436 and place an order.

     

  16.  Can I pay by money order if I place my order over the phone?
    Yes, you can.




    More FAQs to come. If you have any other questions or comments, please don't hesitate to contact us.
RSS All Products Feed
Add RSS All Products Feed to Google
Copyright © 2017 drumfactorydirect.com  All Rights Reserved.