FAQ

How do I find my product?

To find the product(s) you're looking for, you may (1) use the navigation menus on the top & bottom of our website. (2) type a keyword into the SEARCH box. If you have any trouble locating a product, feel free to contact customer service for assistance.

How do I navigate the site?

To navigate this website, simply click on a category you might be interested in. Categories are located on the top, left & bottom of our website. QUICK TIP: Place your mouse cursor over anything you think could be a clickable link. You'll notice that anytime you scroll over something that is a link, your mouse cursor will become a "hand". Whereas scrolling over anything that is NOT a link will leave your cursor as an "arrow". You may also type a keyword into the SEARCH box to quickly find a specific product. If you have any trouble locating a product, feel free to contact customer service for assistance.

Watch this short video to learn more.

How do I add products to Frequently Ordered Products?

Creating lists and adding product to FREQUENTLY ORDERED PRODUCTS will help you save time and accuracy on repeated orders. Watch this short video to learn how to utilize.

 How do I use a coupon?

After adding items to your cart, click the "View Cart" link at the top of this site to view your cart. At the bottom of the shopping cart you'll see a box where you may enter your coupon code.

 How do I contact you?

Please click here for our company contact information.

MY ACCOUNT

How do I create an account?

1) Click the "Sign In/Register" link in the footer of our site. or Simply navigate to a product and you will be prompted to sign in or register as a new customer. Watch this short video for assistance.

2) Enter your email address. Then your password.

3) Select "I am a new customer".

Then simply follow the prompts to complete setting up your account. Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.

How do I edit my account information?

Click the"Sign In/Register" link in the footer of our site to edit your account information. Enter your email address and password you used to create your account.

How much is my shipping?

Shipping is flat rate based on the method you choose.  Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices.

I forgot my password.

Click the "Sign In/Register" link in the footer of our site. Under the login box you'll see a link that says "Forgot your password? Click here". That link will send an email to you with your password.

How do I return my product?

If you feel that you have received the wrong product, please contact customer service within 48 hours of receiving the product.

Click the Return Policy link in the footer and follow the instructions on the page to create a Return Merchandise Authorization(RMA) request and to read our complete Return Policy. YOU MUST INCLUDE A CERTIFICATE OF STERILIZATION available by clicking on the link in the returns page. ALL returns must be accompanied by one - even if the item was not used.

When will my order ship?

Please see each individual item page for more information on the availability of each item. Also, after placing your order, you may click the "My Account" link in the footer of our site to track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of shipment.

 

INTERNATIONAL SHIPPING

Do you ship to my country?

Please create an account by clicking the "My Account " link in the footer of our site. During signup we'll ask for your shipping address details including country. If your country is not in the dropdown menu of available countries, unfortunately we cannot ship to your country at this time.

What are my payment choices?

During the checkout process you may choose any of our current payment options and continue to place your order. Currently, you can check out by using MY VOI ACCOUNT. A customer Account Representative will be in touch to collect payment prior to shipping your order. Please note that we will not ship your order until we receive payment from you.

When will my order ship and what are my shipping charges?

Shipping is Flat Rate and cost is determined by the method you select.  Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices. We will ship your order shortly after we receive payment from you.

ORDER PROCESSING EXPECTATIONS

Orders placed after 4 pm will be processed and considered the next business day. If your order was placed after 4pm EST on a Friday, your order will be processed the following Monday. This is especially important for overnight orders.

If you need a Saturday Delivery, please call your order in by 4pm (904-436-6540) to ensure that option is available in your area. 

ORDER STATUS

Has my order shipped?

Click the "My Account" link in the footer of our site to check your orders status. You will also receive a shipping notification via email when your order has shipped.

How do I change quantities or cancel an item in my order?

While your cart is still active, you may adjust the quantities in your cart or remove them. Please note that once an order has begun processing or has shipped, the order is no longer editable. You will need to call 904.436.6540 to adjust this.

How do I track my order?

Click the "My Account" link in the footer of our site to track your order.

My order never arrived.

Click the "My Account" link in the footer of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.

An item is missing from my shipment.

Click the "My Account" link in the footer of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance. Have your Sales Order number handy as well as payment method and order date.

My product is missing parts.

Click the "My Account" link in the footer of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance. Have your Sales Order number handy as well as payment method and order date.

When will my backorder arrive?

Backordered items are those which our suppliers are unable to predict when they will have more in stock, but as soon as they do, we will be able to ship the item to you. Backorders can be added to the cart and will ship immediately when available. This is why you order may ship with a status of partially shipped. We can assure you when your backorder is in, it will be processed and sent immediately.

Why do I see a date for backorders to come back into stock?

We do our best to estimate when a product may be back in stock, but we cannot guarantee it. If you are ordering something you will need by a certain date, and it is backordered, we suggest calling into our office and talking to a Customer Account Specialist to make the best decision for your order.

 

GUARANTIES

Low Price Guarantee

It is our commitment to provide you with the best value, at the best price. We value your business and strive to keep our prices low, and SAVE you money!

Privacy Policy

We value your privacy. Please view our Privacy Policy for complete details on how we use the information we collect.

Security

This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security.

 

PRICING AND BILLING

Do I have to pay sales tax?

No.

I have a question on my charges.

Click the "My Account" link in the footer of our site to review your orders. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact customer service for further assistance.

I need a copy of my receipt/invoice.

Click the "My Account" link in the footer of our site to print orders. 

When will my credit appear on my account?

Credits usually take 7-10 business days from the time we receive your item(s).

When will my credit card be charged?

When your order is submitted, it will be reviewed by our team internally to ensure accuracy. At this time if we do not have a credit card on file, one of our Customer Account Specialists will reach out to obtain that information. Your credit card will be charged within 24 hours after shipment of your item(s).