Answers to what buyers actually ask us. If yours is not here, the Contact page has a form and we answer within one business day.
Ordering
Do I need an account to order?
No. You can check out as a guest. An account is worth creating if you order regularly, because it keeps your addresses and your order history in one place and makes a reorder or a return much faster.
Do you offer credit accounts or net terms?
No. Every order is paid in full at checkout by card. We do not invoice, and we do not open trade accounts. It is a deliberate choice: it is what lets a small operation carry real stock rather than carrying receivables.
Can I order a quantity larger than the pack shown?
Yes. Contact us with the part number and the quantity and we will quote a price and a lead time. For anything beyond a few cases, a quote is almost always better than placing the same order several times over.
I am tax exempt. How do I avoid being charged sales tax?
Send us your exemption certificate before you order so we can apply it to your account. We cannot refund tax that has already been collected and remitted without a valid certificate on file.
Shipping
When will my order ship?
Orders placed before 2:00 p.m. Central on a business day ship the same day. After that, or at a weekend or public holiday, they go out the next business day. You get tracking by email at dispatch.
How much is shipping?
It is calculated at checkout from weight, dimensions and destination. Heavy or bulky goods rate as LTL freight rather than parcel. If a rate looks wrong for your address, contact us and we will quote it manually.
What does kerbside freight delivery actually mean?
The driver brings the pallet to the back of the trailer and no further. Getting it into the building is your responsibility. If you have no dock and no forklift, ask for a lift-gate delivery when you order — it costs more and it is much cheaper than a failed delivery and a redelivery fee.
Do you ship internationally or to a PO box?
We ship within the fifty United States only. We cannot send freight to a PO box, and some carriers will not deliver parcels to one either, so give us a street address.
Returns and problems
What is your return window?
Thirty calendar days from delivery for unused stock items in original packaging. Email us first for a return authorisation number — please do not ship anything back before you have one, because we cannot match an unannounced return to an order.
Who pays return shipping?
We do if the return is our mistake — wrong item, wrong quantity, damaged in transit, not as described. You do if it is a change of mind or an over-order, and the original outbound shipping is not refunded in that case.
What cannot be returned?
Opened chemicals, opened protective equipment worn against the body such as gloves, respirators, earplugs and eyewear, first aid consumables, opened tape and labels, and custom or cut-to-length items. Sealed, unopened stock in those categories returns normally, and none of this limits your rights if goods are faulty.
My delivery arrived damaged. What do I do?
Note it on the carrier's paperwork before you sign, photograph the carton and the goods, and tell us within five business days. Keep the packaging until the claim is settled. We file and pursue the carrier claim ourselves and replace or refund at your choice.
How long does a refund take?
We inspect returns on arrival and process within three business days. After that your bank or card issuer controls the timing, typically five to ten business days. Refunds go back to the original payment method.
Products
Are your product descriptions engineering advice?
No. They are commercial descriptions written to help a buyer choose, and they say plainly what an item is not for as well as what it is. Where a standard or a specification governs your application, the manufacturer's data sheet and your own competent person decide.
How do I know a protective item meets the standard I need?
The relevant standard is stated in the listing and marked on the product itself — the marking on the item is what an inspector reads, so check it on arrival. If you are unsure which level applies to your task, write to us with the application before ordering.
Can you help me choose between two similar items?
Yes, and it is the most useful thing we do. Send the part numbers and a sentence about the job. If the cheaper one is the right answer we will say so.