Thank you for your interest in our store! We've done our best to compile a few of our customer's most frequently asked questions; of course, if you have any additional questions which have not been addressed here please feel free to contact us!FAQ
Where are you located?
We are located in beautiful Houston, TX.
Can I speak with someone?
Of course, that’s no problem! We would be happy to assist you in the way that best suits your lifestyle. Our wonderfully dedicated and knowledgeable account representatives are available by telephone from 9:30 AM - 5:00 PM CST, or you can live chat with a rep. through our website. You can e-mail us as well and we guarantee you'll receive a timely response.
How long have you been in business?
We have been incorporated since 2005.
Can I place my order over the phone?
Of course! Our friendly staff is more than happy to answer any questions you may have and assist in placing orders. We can be reached by phone Mon-Fri, 9:30 - 5:00 PM CST.
How will I know if my order has been processed?
As soon as your order is submitted you will instantly receive a confirmation e-mail outlining the details of your order.
What does Pre-order mean?
If the item is marked as Pre-order that means the item is currently out of stock but you can still order it. However, the lead times will be longer (anywhere between 2 weeks to 20 weeks). We will queue you up so as soon as it arrives it will be shipped out to you. Please do keep in mind that your credit card will still be charged at the time of purchase.
When is payment taken for my order?
Payment is taken at time of order. We strongly believe this keeps our business and customers well protected. For your security we do not openly keep any credit information on file. By taking payment at time of order you credit information is no longer viewable within your order yet we are able to properly place your order to insure a timely delivery. However, if at any time you would like to cancel or return your order we are able to credit your card or pay-pal account.
I want to cancel my order. What do I do?
Not a problem. First step is to contact a representative as soon as possible. As long as the item has not shipped we can easily cancel your order, but there will be a 5% cancellation fee (since the credit card processing companies do not refund the credit card fees). In the event that your item has already shipped please reference our return policy. Also, keep in mind that the items that are marked "Pre-Order" indicates that the lead times are longer than expected (anywhere between 3 weeks to 20 weeks). If you place an order for a pre-order item and then decide to cancel then there will still be a 5% cancellation fee unfortunately.
Do you charge sales tax?
No, we have no sales tax imposed on any order unless it is purchased within the state that we are registered with. Please Note: Some states require that taxpayers fill out a “use tax” return and pay the equivalent of a sales tax in their state. Please consult your state law to determine if you have to pay this tax.
Do you price match?
It is our promise to our customers that we have their best interest at heart. We work hard to keep our prices as low as possible, and most often you won’t find anything for less. However, if you do find a lower price please contact a representative to see if we can match it. While comparing prices please be sure you include the shipping costs and any taxes. You will often find a lower advertised price which is then marked up with an extreme shipping cost.
What is your Return Policy?
First and foremost we take great pride in ourselves and our products therefore customer satisfaction is our number one concern. We urge customers to double check their orders before check out but when necessary we do have a 30 day return policy on all pre-manufactured items. The process is quite simple. Please notify a customer service representative of your return to receive a return authorization number and the correct location to send your item. It is essential that each item is in its original condition and packaging. Customers are responsible for the return freight charges and a 20% restocking fee. Once the return item has been received and inspected you will receive a credit for the total of your purchase minus the freight and restocking fees. In cases where the item has shipped but not received by the customer we will try our best to stop the shipping but can't guarantee it. In this case there will still be a 20% restocking fee.
Please Note: Unfortunately we can not receive returns on custom built items. If the item you are purchasing requires manufacturing specific to your order details the item is not eligible for our 30 day return policy.
How do I know this purchase will be a secure transaction?
We are always taking extra precautions to assure our sites are 100% secure. We have partnered with Shopify to guarantee our customers have a reliable, protected transaction when checking out online with a credit card. We also provide the option of using a pay-pal account for your transaction. Our e-commerce website is equipped with 128bit SSL Security and our sites are also tested daily by McAfee Secure. This piece of software reports on the safety of websites by searching the web and testing for malware and spam.
Do you ship outside the continental United States?
Unfortunately, due to a number of complications including shipping cost and manufacturer warranty we do not currently ship outside the 48 contiguous United States.
How long will it take for me to receive my items?
Due to the nature of our product offering, and vast selection of brands, it is too difficult to pinpoint a general ship time. Many of our items are custom built per customer specifications. These made to order items, will obviously take longer to arrive then items which are pre-manufactured and ready to ship. On each item we have listed a “Usually Ships In:” time frame which is specific to that particular item. This listing can be anywhere from 3 days to 8 weeks depending on the product. We strongly suggest you check this average ship time. It is located next to the product images under the name and item number. Please note this time frame is from when the order is placed to when it will ship out. You will still need to allow for time in transit, which can vary depending on the item weight and your location.
How will I know when my order ships?
Once your order has shipped, you will receive a complimentary shipping confirmation e-mail which will outline the shipping details for each item in your order. This will include the ship date, tracking number, and a link to the carrier's website.
How will I know when my order is to be delivered?
You can track your shipment using the information from your shipping confirmation e-mail. For items weighing under 150 lbs the shipment will most likely be delivered without notification from the carrier; however, on larger items weighing over 150 lbs the carrier will often call a day or two before to schedule a delivery time. This usually consists of a 4 hour window.
What does your FREE SHIPPING $99+ include?
Exactly that, free shipping for all orders over $99.00! The price you see for the items is what you will pay, with the exception of sales tax. This will include a standard shipment through the preferred carrier.
What should I do if my order was damaged during shipment?
Our biggest concern is that you are satisfied with your purchase. Please inspect your items upon delivery. In the rare occurrence that your order has been damaged during shipment please note specific damages on the delivery slip with the carrier. Then contact a representative to discuss your options. If your item is partially damaged we will get a replacement piece or touch up paint to you immediately. If your item is non-salvageable please refuse delivery and contact a representative. The item will be shipped back and we will ship you a new item immediately.