Creative Craft Supplies Since 1949
Tel: (888) 937-2723


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National Artcraft :
Frequently Asked Questions
QUICK REFERENCE (Click on topic to view)

SHOPPING / ORDERING /SPECIAL ORDERS

How do I find items on your website?
I see the item I want but no item number or price. How do I find it?
How do I add items to my Shopping Cart?
How can I remove an item in my Shopping Cart?
How can I change a quantity in my Shopping Card?
How can I see what is in my Shopping Cart while still shopping?
Do you offer items not shown on your website?
How can I tell if an item I've ordered is in stock?
How will I know that you have received my order?
Are items in your catalog and on your website the same?
I see what I want but I need a different color etc. Can I place a special order?
I need all/some of the items I ordered to complete my project. How can I indicate this?
I don't have a business or resale number. Can I order from you?
Can I place a small or sample order below your minimum?
Can I place an order and then pick it up at your warehouse?
I like your website but prefer to mail my order. How do I do that?
Can you refer me to a dealer in my area that sells your products?
Do your products come with instructions?
Do you guarantee your products?

PRICING / DISCOUNTS
Are extra discounts available for very large quantities?
If I have been offered a special discount how do I apply it to my web order?
If an item I ordered is out of stock will it still be used to earn a combination discount?
Is the pricing on your website current?
I don't understand your pricing system. Can you explain it to me?
Do you charge sales tax?
QUICK REFERENCE (Click on topic to view)

SHIPPING / RETURNS / TRACKING
How will I know the cost of shipping?
How soon will I get my order?
Can I ship the order to a different address than my billing address?
Do you ship to a post office box?
Can you ship overseas?
Can I specify how I want my order shipped?
Can I provide my own shipper number?
I see you drop ship some items. How does that work?
How do I track an order placed on your website?
What do I do if I need to return something to you?

PAYMENTS
What methods of payment can I use on your website?
Can I place an order on your website and mail you my payment?
Can I open an account with you?


BACK-ORDERS / CANCELLATIONS / CHANGES
If an item is out of stock do you back-order it?
How are back-orders priced and will I be charged shipping and handling?
How do I  know when a back-ordered item will be available?
Can I change something on my order after I've checked out?

Can I cancel an order after I have checked out?

SECURITY / PASSWORDS / TECHNICAL
Why won't your system accept my password?
Why can't I just call you to get my password?
How do I change my password?
The computer won't let me complete my order. What is the problem?
How secure is the information I provide you?

CONTACT US

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:

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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How do I add items to my Shopping Cart?

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 your 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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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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Can I place a small or sample order below your minimum?

Our Minimum Merchandise Order is normally $10.00 net (contiguous U.S. only) but we can provide orders below this amount or 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. (Samples outside the contiguous U.S. cannot be provided.)
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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:

Can you refer me to a dealer in my area that sells your products?

We offer thousands of 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 items will be priced at our standard prices 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 Quantity 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?

We attempt to maintain current prices on our website. Maintenance errors and occasional delays in posting current prices may occur, however. If a price is critical to the completion of your project you may call us to make certain of the current price. All prices are subject to change at any time. 
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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 & HANDLING RATE CHART
(Standard Ground Service Within the Contiguous U.S.)

For Orders of $274.99 Net or Less.
Orders Over $274.99 Pay ACTUAL SHIPPING
plus $3.95 Handling Fee.
Attention: We determine the best method of shipment. But if
you choose UPS exclusively when you check out there will be an
additional $2.00 charge on orders under $275.00.  
NOTE: Shipping Charges on SMALL Orders OUTSIDE
the Contiguous U.S. CAN be Significant.

*MINIMUM: $10.00 for orders within the contiguous U.S.
$25.00 for Orders outside the contiguous U.S.

         *Order Amount

 ADD

   $10.00 TO   $24.99........ $ 7.30
   $25.00  TO   $34.99........ $ 9.95
   $35.00  TO   $49.99........ $13.55
   $50.00  TO   $74.99........ $15.15
   $75.00  TO   $99.99........ $16.30
 $100.00  TO $124.99........ $17.65
 $125.00  TO  $149.99........ $19.35
 $150.00  TO $174.99........ $20.80
 $175.00  TO $199.99........ $22.45
 $200.00  TO $224.99........ $25.75
 $225.00  TO $249.99........ $29.85
 $250.00  TO $274.99........ $32.75

INSURANCE: All orders are insured. Insurance is included on U.S. orders up to $99.99. For orders over $100.00 there will be an additional charge of $2.70 per $100.00 or portion thereof to cover the cost of insurance. For shipments outside the continental U.S.the charge for insurance coverage is calculated at the time of shipment and added to your order.

C.O.D. ORDERS: We only use UPS for C.O.D. orders. UPS does not accept cash for C.O.D. payments. C.O.D.'s will incur an additional charge of $12.50  which will be added to the appropriate Shipping Rate shown above. 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.

The following types of shipments are not eligible for the Shipping Rates shown in the Chart babove and will be charged ACTUAL Shipping cost plus a $3.95 handling fee:
         
-  Any Accelerated Shipping Option such as Next Day, 2nd Day, Priority, Expedited, etc.
         
-  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 $274.99 net - and will add shipping charges for any Drop-Shipped items that do not already include the cost of shipping in their price. 

AMENDING YOUR ORDER: 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.

International Shipping Fees: 

Shipping Charges on Orders sent outside the contiguous U.S. can be substantial. If you do not request a quote for shipping charges we will ship the Best Way which is usually Priorty Mail because shipments can be insured and tracked. We do not recommend 1st Class Shipping because orders cannot be insured or tracked.

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 - but it must be a UPS number. A box is provided on checkout where you can enter your own shipper number. Please be accurate when you enter this number. 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?

Payment Methods: We accept MasterCard, Visa & Discover Credit & Debit Cards, Money Orders, Personal Checks and PayPal. (PayPal is limited to a maximum $274.99 order and is valid only in the continental U.S.). Please Note: We do not accept Prepaid Debit/Gift Cards from MasterCard, Visa or Discover as payment.
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 for Export Shipments.
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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:

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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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 Drive, Aurora, Ohio 44202 USA
Toll-Free Phone: 888-937-2723   |   Toll-Free Fax: 800-292-4916
Outside USA Phone: 330-562-3500   |   Outside USA  Fax: 330-562-3507
Staff on Duty: M-F 8:30 a.m. to 6:00 p.m., EST
Summer Hours: M-F 8:30 a.m. to 5:00 p.m., EDT
E-Mail: sales@nationalartcraft.com
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