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SHOPPING /
ORDERING / SPECIAL ORDERS
How do I find items on your website?
There are eight ways to find an item if you are on our homepage:
- Type the item number, if known, into the "search box"
located in the left top portion of any of our web pages. You do not need to use dashes.
- Type the generic name in the "search box". Fox
example, typing the word "brushes" will take you to all the
listings in the index that use the word brushes or brush.
- Choose the category you want from the Product Groups pull-down menu in the
top left portion of any of our web pages. Clicking on the product group you
want will
take you to a menu of choices within that category.
- Click on any photo on the homepage.
- Click on any highlighted/underlined product description on the homepage.
- Click on any letter in the alphabetical list above and at the top of each
web page.
- Click Product Index located at the bottom of each of our web pages.
- Use the site map which will provide a detailed list of all major
categories and all subcategories.
I see the item I want but no item number or price. How do I find
it?
You haven't scrolled down far enough on the screen. The photo and
description appear at the top of the screen. The item number and price
appear below this.
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page.)
How do I add items to my Shopping Cart?
- Select the item you want, scroll down until you see the item number and
prices. To the right of the prices is a blank box. Add the quantity you want
and click on the word "order". Please note that some items
have minimum quantity ordering requirements.
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How can I remove an item in my Shopping Cart?
It's easy. If you've entered a quantity but haven't clicked on the word "order"
yet, place your cursor to the right of the quantity and use you back button to
eliminate the numbers. If you've ordered the item and are on the "review
order" screen put your cursor to the right of the quantity, use your
back button to eliminate the numbers, then enter a zero in the quantity box and
click on "order".
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How can I change a quantity in my Shopping Cart?
Wherever the quantity appears use your back button to eliminate the numbers,
then put the new quantity in and click on "order". This
overrides the old quantity.
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page.)
How can I see what is in my Shopping Cart if I'm not finished shopping
yet?
Go to the top of any page and click on "review order". This
will show you all items in your shopping cart.
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Do you offer items not shown on your website?
Yes. Although our website is very comprehensive and includes new items and
specials as they become available, we may have items from past catalogs that do
not appear on the website or items that we have not been able to add yet. If you
are looking for a particular item that you can't find on the website either call
us with your request or indicate this in the comments box when you check out.
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How can I tell if an item I've ordered is in stock?
Items out of stock are indicated as No Stock
in the box where you would normally place the quantity you wish to
order.
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How will I know that you have received my order?
After placing an order our system automatically forwards an email
confirmation to you. If you do not receive this confirmation please call us.
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Are items in your catalog and on your website the same?
Yes. Items with the same stock numbers are identical. However, we are
continuously adding new items and specials to our website which will not appear
in the catalog until we reprint it.
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I see what I want but I need a different color etc. Can I place a
SPECIAL ORDER?
For special requests we ask that you phone, fax or email us with your request
and be sure to provide a phone number should we need to discuss your requirements
with you. Please note that if you choose to proceed with a special order it will
require payment in advance. Minimum special orders for domestic items are
$100.00. Minimum special orders for imported items are $2,000.00.
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I need all/some of the items I ordered to complete my project. How can I
indicate this?
Use the comments box when you check out to let us know this. If we cannot
complete your order as required we will contact you.
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I don't have a business or a resale number. Can
I order from you?
Our products are sold by quantity. If you are able to meet the item and total
order minimums we will be glad to process your order.
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here to return to top of page.)
Can I place a small or sample order below your
minimum?
Our Minimum Merchandise Order is normally $19.00 net but we can provide samples
of most items at an additional charge of $7.50 plus the price of the item and the cost of shipping. All below minimum orders must be
phoned or faxed to us. All sample orders must be phoned in as it gives us the
opportunity to answer any technical questions you may have concerning the
product and to determine your exact needs.
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Can I place an order on your website and then pick it up at your
warehouse?
Yes. Complete your order online but be sure to indicate in the comments box,
when you check out, that you intend to pick your order up. We require 48 hours
to process your order. Please be sure to indicate when you expect to pick the
order up. We are open M-F, 9am-5:30pm, EST, holidays not included.
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I like to use your website but prefer to mail my order to you. How do I do
that?
There are two ways to do this:
- Make out your order online. When you check out you will be prompted to
choose a method of payment. Choose either "Credit Card by Fax or
Mail" or "Check or Money Order by Mail". By
selecting one of these your order will appear on the screen. Print it out,
fill in any additional information required and mail it to us.
- Scroll to the bottom of any page and click on "How To Order".
Then click on "Printable Order Form". Use this blank form
to list the items you want and mail it to us with your payment.
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Can you refer me to a dealer in my area that sells your products?
We offer over 5,000 items in an ever changing line. Because of the
complexities of managing such an extensive line we find it more efficient to
have a single distribution point. We are able, in this way, to provide high
in-stock inventory levels and to provide quick service and competitive prices.
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Do your products come with instructions?
It depends on the complexity of the product. On items that we manufacture or
import we evaluate the need for instructions and provide them accordingly. On
products that we distribute such as potters wheels and airbrushes the
manufacturers provide instructions. In a few instances instructions are also
located directly on our web site.
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Do you guarantee your products?
On items that we distribute, many of the manufacturers provide their
own guarantee. For all other items please click on "Terms of
Purchase" at the top of the page and scroll down to "Returns
and Exchanges" for a full explanation.
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PRICING / DISCOUNTS
Are extra discounts available for very large quantities?
In many cases we can provide additional discounts if the quantities are
sufficient to enable us to do this. Please call us so that we can discuss your
needs.
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If I have been offered a special discount how do
I apply it to my web order?
We encourage you to phone or fax your order to insure proper pricing.
However, you can place the order on our website but be sure to indicate the
special pricing you get in the comments box when you check out. Even
though the item's) will be priced at standard pricing we will adjust those
prices when we process your order.
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If an item I ordered is out of stock will it still be used to earn a
combination discount?
Yes. You will get your full discount even though an item may be out of stock.
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Is the pricing on your website current?
Yes. Prices on our website are current.
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How can I get the quantity and combination discounts you offer?
Even though the price for the quantity you order may not initially reflect a
combination discount price, our system is programmed to adjust your price when
you order subsequent items that can be used in combination for a pricing
discount.
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I don't understand your pricing system. Can you explain it to me?
Our pricing is based on quantity. The more you order the more you save.
Across the top of the price columns are various headings. One of them is marked
"unit". This is the packaged quantity in which the item is priced. If,
for example, the unit column says ea. then the item is packaged and priced
individually. If the unit column says "Pkg/10" then the item is
packaged and sold in units of 10. The quantities shown above the price columns
are the quantities required to achieve the price below them. For example: The
unit is pkg/10 and you want 100 pieces of that item. You would order a quantity
of 10 because there are 10 pieces in each package. All items are similarly
priced in the units indicated beside each item number.
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Do you charge sales tax?
Only Ohio residents are subject to a Sales Tax, based on the county of
residence, unless you provide us with your Tax Number. When you check out there is a place where you can enter this number. On
subsequent web orders this information will be automatically entered for you when
you check out. However, we ask that you mail or fax us a copy of your tax
license for our records.
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SHIPPING / RETURNS / TRACKING
How will I know the cost of shipping?
Shipping
Fees:
-
For orders of $199.99 net or less and for delivery within the
contiguous U.S. using STANDARD GROUND SERVICE we will apply an
amount from the Chart shown below based on the value of your order.
Please Note: We ship Best Way, but you may choose UPS exclusively when
you check out. However, this will require an extra fee of $2.00.
-
For orders over $199.99 in merchandise net and for locations outside
the contiguous U.S. include 10% of your order total plus a $3.95
Handling Fee. (Please note that, if necessary,
we will refund any portion of the 10% that is above the actual cost
of postage.)
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If
you mail us your order and want to pay by Check or Money Order please
include the appropriate amount for Shipping as described above.
-
C.O.D.'s are INCLUDED - but we will add the UPS C.O.D. Fee of $10.50
to the appropriate Shipping Rate shown below. Delivering Carriers do
not accept cash for C.O.D. payments. We do not ship C.O.D. orders by
Air Freight. No C.O.D.'s accepted outside the contiguous U.S. No More than
one C.O.D. in a 10 day period will be accepted from the same customer.
Refused C.O.D. orders will not be reshipped.
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The following types of shipments are not eligible for the Shipping
Rates shown in the Chart below and will be charged ACTUAL Shipping cost plus
a $3.95 handling fee:
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Any Accelerated Shipping Option such as Next Day, 2nd Day, Priority,
Expedited, etc.
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Any customer outside the contiguous U.S. - including Alaska,
Hawaii, Puerto Rico, Guam, Foreign etc.
-
Any order requiring Drop-Shipment from the manufacturer.
However, if your order is a combination of Stocked items and Drop-Shipped
items we will use the Shipping Rate Chart for stocked items providing
they are for less than $199.99 net - and will add shipping charges for any
Drop-Shipped items that do not already include the cost of
shipping in their
price.
-
Insurance is included for orders up to $99.99. Note: On orders from
$100 to $199.99 there is an added charge of $2.25 for the additional
insurance required.
Please note that we process orders quickly. For this reason we cannot
accept a change to your order more than 2 hours after it has been
received. Therefore we urge you to carefully examine your order before
placing it with us.
SHIPPING
& HANDLING RATE CHART
For Orders of $199.99 Net or Less.
Orders Over $199.99 Pay ACTUAL SHIPPING
plus $3.95 Handling Fee.
Attention: If you choose UPS exclusively when you check out there
will be an
additional $2.00 charge on orders under $200.00.
NOTE: Shipping Charges on SMALL Orders OUTSIDE
the Contiguous U.S. CAN be Significant.
|
Order |
Amount |
ADD
|
| $19.00
TO |
$24.99........ |
$ 6.45 |
| $25.00
TO |
$29.99........ |
$ 8.95 |
| $30.00
TO |
$49.99........ |
$12.45 |
| $50.00
TO |
$74.99........ |
$13.45 |
|
$75.00 TO |
$99.99........ |
$14.45 |
| $100.00
TO |
$124.99........ |
$15.45 |
| $125.00
TO |
$149.99........ |
$17.45 |
| $150.00
TO |
$174.99........ |
$18.45 |
| $175.00
TO |
$199.99........ |
$19.95 |
|
Double Check Your Shipping Address for Accuracy:
Providing incorrect house numbers, zip codes, apartment numbers, etc. causes
delivery delays and result in additional cost to us charged by the carrier.
Therefore, all address corrections will incur a $6.00 Fee that will be billed to
the credit card used to place your order. If you feel this fee has been applied
in error please advise us so we may dispute this with the carrier.
How soon will I get my order?
That depends on the method of shipment used and your location. Delivery is
generally 5-7 days from placement of your order depending on your distance from
our warehouse and the method of shipment used. We offer a variety of expedited
shipping methods at additional cost if you need your shipment quickly. We also
offer Same Day order processing and shipment at an additional charge of
$12.50. When you
check out after completing your order these choices and an explanation of the
expected delivery time to your location will be provided.
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Can I ship the order to a different address than my billing address?
Yes. When you check out following completion of your shopping, space will be
provided for you to enter both a billing and a shipping address.
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Do you ship to a post office box?
Yes, but UPS will not deliver to a Post Office Box so we have to
send such shipments via the U.S. Postal Service. Please Note: If we must use
the Postal Service there is no way to track the shipment if it goes astray and
we must wait 60 days before we can file a claim with the Post Office. If your
postal address is different from your physical address please provide both.
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Can you ship overseas?
We have many years of experience shipping to overseas addresses. The
processing of your order only takes a few extra days and we provide all the
necessary paperwork so that you will be able to clear customs.
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Can I specify how I want my order shipped?
When you check out after shipping, you will be offered a choice of carriers
and expedited options. Just indicate your preferences and we will follow your
instructions.
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Can I provide my own shipper number?
Yes. A box is provided on checkout where you can enter your own shipper
number. Please be accurate when you enter this number and make sure it
corresponds to the carrier you choose. If an incorrect number is used and the
carrier returns the shipment to us we will charge your credit card or account
for the cost of the return plus any carrier penalties. We will also charge your
credit card or account if you fail to pay the shipping charges when due as this
results in charges to us.
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I see you drop ship some items. How does that work?
Each item that we drop ship will have an explanation on that page regarding
the approximate length of time before shipping and the manner in which the
freight will be handled. Some items are freight collect and others are freight
included.
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How do I track an order placed on your web site?
You can track an order on our website if it has been shipped from
our warehouse via UPS or the U.S. Postal Service and you have given us your
email address. Click on "shipment
tracking" at the top of any screen, then key in the Tracking number
provided on the email confirmation you receive
from us. The screen that appears will show you the steps to take for tracking
your order.
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What do I do if I need to return something to you?
You will need a Return Authorization (RA) from us. Call, fax or email us
requesting an RA and we will send one to you. This will have an explanation of
our return policy. You can also read an explanation of our return policy by
clicking on "terms of purchase".
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PAYMENTS
What methods of payment can I use on your web site?
We offer the following options: MasterCard, Visa, Discover, money orders and personal
checks. Open account is available to approved customers. Bank transfer
is also available for export shipments but these require an additional charge of
$30.00 for bank costs. C.O. D. is not available.
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Can I place an order on your web site and mail you my payment?
If you prefer to mail us your payment there are two ways to do this:
- Make out your order online. When you check out you will be prompted to
choose a method of payment. Choose either "Credit Card by Fax or
Mail" or "Check or Money Order by Mail". Choose
one of these and your order will appear on screen. Print it out. fill in any
additional information required and mail it to us with your payment.
- Scroll to the bottom of any page and click on "How To Order".
Then click on "Printable Order Form". Use this blank form
to list the items you want and mail it to us with your payment.
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Can I open an account with you?
Only well-established firms may apply for open account. Please request a
credit application from us. Establishing an open account can take up to 3 weeks
in order to receive credit information from your references and bank.
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BACK-ORDERS / CANCELLATION / CHANGES
If an item is out of stock do you back-order it?
We do not back-order items with a value of less than $25.00 or if we feel
that the delay of shipment will be excessive. We only back-order items for
shipment within the U.S.
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How are back-orders priced and will I be charged shipping and handling?
Back-orders are priced at current levels. We do not charge handling but you
will be charged for shipping. If you do not want any back-orders please indicate
that in the comments box when you check out.
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How do I know when a back-ordered item will be available?
If you call any of our Customer Service Representatives they will be able to
give you an approximate date when your item should be available.
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Can I change something on my order after I've checked out?
In most cases you can change something if you call us without delay. If we
have not yet produced a packing slip we can probably alter your order. However,
if the order has been processed by our office staff we will ship it as
originally ordered. We urge you to review all the information on your order
before finalizing it as changes after we receive the order are difficult.
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Can I cancel an order after I have checked out?
Make sure you call us right away. If we have not yet produced a packing slip
we can probably cancel it. If our warehouse staff has processed the order we
will ship it as originally ordered. We urge you to review all the information on
your order before finalizing it as cancellations after we receive the order are
very difficult.
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SECURITY / PASSWORDS / TECHNICAL
Why won't your system accept my password?
You are probably using the wrong password. If you are not sure of your
password, when you are on the checkout page enter your email address, press
"continue" and your password will be sent to you immediately. Another
reason may be that there is a technical problem with the server that contains
your data. This is usually a temporary problem. Wait an hour or so and try it
again. If you continue to have problems please contact us and if we cannot
resolve the problem we will put you in contact with our webmaster.
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Why can't I just call you to get my password?
Your password resides on a server containing your database. For security
reasons you are the only one that has access to it.
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How do I change my password?
If you want to change your password a box is provided on the checkout page
where you normally enter your password allowing you to make the change.
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The computer won't let me complete my order. What is the problem?
Most times this is caused by a temporary technical problem in the server that
houses our software and database. Please wait a few hours and try again as these
problems are usually resolved quickly. You may also want to check your computer
to make sure that you have your "cookies" turned on. We require
the information captured by these "cookies" in order to build a
database with your purchase history in it. You can set the "cookies"
in your computer to permit only certain sites to accept them while still
maintaining your security. If you need help with this or if this is not the
problem please contact us and if we cannot resolve the problem ourselves we will
put you in contact with our webmaster.
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How secure is the information I provide you?
The information we capture from your orders is kept on secure servers for
your convenience when reordering. Be rest assured that we do not rent, sell,
exchange or share this data with anyone.
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page.)
CONTACT US
If you still have questions that haven't been answered here you can call,
email or fax us. These numbers are:
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National
Artcraft Co. |
|
300 Campus DriveAurora,
Ohio 44202 USA
Toll-Free Phone 888-937-2723Toll-Free
Fax 800-292-4916
Outside USA Phone 330-562-3500Outside
USA Fax 330-562-3507
Staff on Duty: 8:30 a.m. to 6:00 p.m., E.S.T., Monday through Friday.
E-Mail sales@nationalartcraft.com |
All Contents © , National Artcraft Co. |
