FAQs

Ordering and Shipping

How do I place an order?

  1. You can place your order in any of the following ways:
  • Online at <web address here>
  • By phone at 502-514-9252 8 a.m. to 5 p.m. EST, Monday – Friday
  • By email at <insert customer service email here>

Do I need to create an account to order online?

No. But you’ll miss out on features that make checkout quick and easy – like personal shipping and billing options. Creating an account also lets you track your orders, view your order history and create shopping list.

What payment methods can I use?

We accept Visa, MasterCard, American Express and SmartPay (U.S. Government) credit cards. We can also send you an invoice. Terms are Net 30 pending credit approval.

Will I have to pay sales tax?

If your order is shipping to a Kentucky address and we don’t have a Tax Exemption Certificate on file, we will add 6% sales tax to all taxable items and any prepaid freight charges.

How do I know if my order is placed?

After you review your purchases and click the “Complete Order” button, you’ll see your confirmation number. You’ll also get an email within minutes that includes your order details and confirmation number.

How can I check the status of my order?

If you checked out as a guest, click the link in your confirmation email. If you’re a registered user, just sign into your account and click “My Account”.” Then click “Order History/Tracking” in the My Account menu. To get your order status, click the confirmation number.

How will my order be shipped?

You can choose from our standard shipping methods or use a Saved Carrier from your account options during checkout.

Will I get an email when my order ships?

Yes. We’ll send you an email with tracking links the minute your order goes out the door.

What do I do if my order is damaged?

We take proactive steps to insure shipments arrive in good conditions, however, sometimes damages happen. These things tend to happen rarely, but should be addressed properly then they occur. Any damages to the products should be noted on delivery or if there is a complete loss, refuse the entire shipment. Any claim for damage is between the consignee (customer) and the carrier.

Can I change or cancel an order?

We process our orders with lighting speed to make sure you get your shipment fast. If you ever need to change or cancel an order, please call 502-514-9252 or email use at <customer service email> right away so customer service can take care of it.

What is your return policy?

If you ever need to return an item, we’ll take it back – no questions asked. You’ll never need to pay restocking charges or be slapped with hidden fees. It’s all part of our No Muss, No Fuss Guarantee, Every penny. Every product. Every time.

My Account

How do I create an account?

How do I create an account?

What should I do if I forget my password?

What should I do if I forget my password?

How do I change my contact information?

How do I change my contact information?

Can I have multiple shipping addresses? How do I do it?

Can I have multiple shipping addresses? How do I do it?

Can I save payment options? How do I do it?

Can I save payment options? How do I do it?

Can I set up my own carrier accounts and choose them when I check out?

Can I set up my own carrier accounts and choose them when I check out?

How do I view my order history?

How do I view my order history?

What are shopping list and how do I use them?

What are shopping list and how do I use them?

Can I repeat a purchase from a previous order?

Can I repeat a purchase from a previous order?

What happens if I leave items in my cart but don’t check out?

What happens if I leave items in my cart but don’t check out?

How do I write a product review?

How do I write a product review?

Can I save multiple billing addresses? How do I do it?

Can I save multiple billing addresses? How do I do it?

Pricing, Promotions and Special Offers

How do I qualify for a discount?

You may qualify for one of our discount programs if you order in volume or spend a certain dollar amount per year.

How will I know if I’m getting my special pricing?

Your special pricing will appear whenever you sign into your account.

How do I get the promo you’re offering?

Just enter the promo code in your shopping cart and click “Apply” before you check out. If your offer requires a minimum purchase, your promo code will be applied when you reach that dollar amount.

Can I get more than one promo with my purchase?

Sorry, you may only enter one promo code per order.

How can I get special offers?

Just sign up for Gemba email. You’ll get special email-only dealers and exclusive offers on the products you love – and you’ll be the first to get our latest promos. To sign up <follow these instructions>.

If you have other questions

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