FAQs

How can I reach a customer service representative?

Should you need additional help, you can e-mail our Customer Service Department at our Contact-Us page or call us toll free at (800) 899-2387.

Please include your last name, billing zip code and order number (if you have it) to aid in locating your order. Our customer service is available from 8:00 - 4:30 CST Monday through Friday.

What are your supported browsers?

Chrome, Firefox 3.6 and up, Internet Explorer 8 and up

How do I find an item I want to buy?

Available items are put into categories depending on their use. Click on the appropriate category to find the available items. If you can not find a needed item please e-mail our Customer Service Department via our Contact-Us page or call us toll free at (800) 899-2387.

I have a suggestion. How can I communicate that to you?

Please e-mail our Customer Service Department via our Contact-Us page or call us toll free at (800) 899-2387 to give us suggestions

How do I find out the status of my order?

All site users can view the status of their current and past online orders by signing in and accessing the Order Status area.

To reach the order status area, click on "My Account" located in the upper right hand corner of the homepage. Click on "Orders", then Sign In if you have not already done so. Note, that order status and history is only available for orders placed as a registered user.

Should you need additional help, you can e-mail our Customer Service Department via our Contact-Us page or call us toll free at (800) 899-2387.

Please include your last name, billing zip code and order number (if you have it) to aid in locating your order. Our customer service is available from 8:00 - 4:30 CST Monday through Friday.

Can I get something personalized?

Absolutely. Minimum and additional charges may apply. Please e-mail our Customer Service Department via our Contact-Us page or call us toll free at (800) 899-2387 to discuss your needs.

How do I change the address for an order?

During the checkout process, you will be given the option to enter a shipping address that is different than your billing address.

How long does it take to process and ship my order?

The time it takes for you to receive your order will depend on your location, the item(s) ordered, and the shipping method you select. All shipments take place in two stages: processing and shipping/transit.

Processing Time: Processing involves the time it takes for us to prepare your order for shipping - either at our own warehouse or at one of our brand partners' warehouses.

We'll let you know the estimated processing time on each item's product page, as well as in the shopping cart. Note that processing time may vary depending on where your order will ship from. If we have the item in stock in our warehouse, processing is usually completed within 3-5 business days.. However, if the item is coming directly from the warehouse of one of our brand partners, processing may take anywhere from 3-7 business days.

Shipping Time: Once processing is complete, the time of transit depends on the shipping method you select when you checkout. Standard shipping typically takes 2 to 7 business days depending on the point of origin of the shipment and the destination point (shipping time may take longer in remote areas or in the case that a package can't be delivered on the first attempt). Shipping to addresses outside the continental U.S. may take longer. Of course, expedited shipping can reduce the transit time to 3 days, 2 days or even overnight. Our shipments go out Monday through Friday (excluding all U.S. national holidays). Once your order ships, you will receive an order tracking number to check on its progress. If the item you order is out of stock or will be delayed, we will email you with an update on the status of your order

Rush orders for inventoried items can be accommodated for same-day turn if the order is submitted, with rush notes, by 11:00 AM CST. Rush orders for made-to-order items are taken on a case-by-case basis, but can normally not be completed any faster than 5 business days. Order cutoff is this same 11:00 AM CST. Rushes are NOT guaranteed and are dependent on volume, items, and other factors (holidays, weather, etc.)

How do I return an item?

Return Policy:
We will gladly issue a refund for the value of the merchandise within 30 days of ship date. Unfortunately, no returns can be accepted on items that have been individually personalized with custom embroidery, or screen print, ex. embroidered or screen printed with "Paul's Auto Supply" or embroidered/screen printed with your name ex. "Sue" or "Joe". Original shipping and handling fees are also not refundable. For international orders, original shipping, handling, duties and taxes are not refundable. Please allow 15 days for us to receive and process your return.

Returning Your Merchandise:
Contact customer service via our Contact us page or phone, to request a Return Form. Complete the Return Form, making sure you indicate the item(s) being returned and reason for the return. Remove all extra labels from previous shipping on the outside of the box. Securely pack your merchandise, being sure to include a copy of the packing slip and the return form. Apply the return label from the Return Form to the outside of the box OR address the box to:

Foxtrot Marketing Group
Returns Department
575 Old Highway 8 SW
Ste 100
New Brighton MN 55112-7742

Ship back your package using the shipping service of your choice, i.e., UPS, Fed Ex, USPS Please note that you are responsible for return shipping costs. We do not issue refunds for your return shipping costs. We do not accept packages sent as Cash On Delivery (C.O.D.). We will process your return within 15 days of receipt, though it may take longer for the credit to appear on your statement. If you provide us your email address, we will notify you via email when your return has been received and processed.

Returning Damaged, Defective or Incorrect Items:
If an item arrives damaged, defective or is not the correct item you ordered, contact Customer Service to have a free return label sent to you. You will be refunded the purchase price as well as any applicable taxes and applicable shipping costs.

Refund for Your Return:
Refunds are provided in the original form of payment for the purchase price of the item, including sales tax, and will be issued within 15 days of us receiving the return. Note that shipping charges are not refunded as part of the return (unless the item is being returned due to being damaged, defective, or incorrect). If payment was by gift certificate, the return will be refunded back to the original gift certificate used.

Shipping Charge For Orders:
Shipping fees are non-refundable. Customers are responsible for the return postage or shipping fees. Unfortunately, we cannot refund original shipping charges unless an error occurred on our part when shipping your order. If an item was damaged or sent in error, the shipping charge will be credited back to your original form of payment.

Duties and Taxes on International Orders:
Duties and taxes are non-refundable. Unfortunately, we cannot refund original duties and taxes unless an error occurred on our part when shipping your order. If an item was damaged or sent in error, the duties and taxes will be credited back to your original form of payment. Canadian customers can file for a Casual Refund with Canada Revenue Agency. The Casual Refund Program manages the refund and adjustment processes for duties and taxes levied on non-commercial importations brought into Canada by mail, by courier or hand carried. The Program also allows for the reimbursement of duties and taxes paid, upon presentation of evidence that the imported casual goods have been returned to the sender. Visit http://www.cbsa-asfc.gc.ca and locate form B2G

Exchanges:
Returns are handled as a separate transaction and are not applied toward new orders. Please place a new order online or with Customer Service. Customers are responsible for all merchandise, shipping and taxes on new orders.

International Exchanges:
Returns are handled as a separate transaction and are not applied toward new orders. Please place a new order online or with Customer Service. Customers are responsible for all merchandise, shipping and duties and taxes on new orders.

What type of payments do you accept online?

You can pay your online orders using American Express, Discover, MasterCard or VISA.

Are shipping charges and sales tax included in the pricing?

No; shipping charges and sales tax, if applicable, will be billed additionally. Your shipping fees are dependent of the method of shipment you choose. The sales tax is dependent on the shipping address and the item.

What are your shipping options?

Our standard method of shipping for each order is UPS Ground, which ranges from 2 to 7 business days, depending on factors such as point of origin and destination.

If you want to expedite shipment, you have the ability during the checkout process to select a different method of shipment. Any costs related to rush shipments are the responsibility of the individual placing the order.

Can you ship gifts directly to recipients?

During the checkout process, you will be given the option to enter a shipping address that is different than your billing address.

Shipping Time: Once processing is complete, the time of transit depends on the shipping method you select when you checkout. Standard shipping typically takes 2 to 7 business days depending on the point of origin of the shipment and the destination point (shipping time may take longer in remote areas or in the case that a package can't be delivered on the first attempt). Of course, expedited shipping can reduce the transit time to 3 days, 2 days or even overnight. Our shipments go out Monday through Friday (excluding all U.S. national holidays). Once your order ships, you will receive an order tracking number to check on its progress. If the item you order is out of stock or will be delayed, we will email you with an update on the status of your order.

Are shipping charges and sales tax included in the pricing?

No; shipping charges and sales tax, if applicable, will be billed additionally. Your shipping fees are dependent on the method of shipping you choose. The sales tax is dependent on the shipping address and the item.

Is it safe for me to use a credit card? Is your site secure?

Yes. To ensure that your credit card security isn't compromised, our site is equipped with Secure Socket Layer technology.

If you access this site using a secure browser, the personal data you send us (name, address, phone number, credit card information, etc.) is encrypted for your protection during transmission process. As a further safeguard, under the Fair Credit Billing Act, your bank cannot hold you liable for more than $50 of fraudulent charges. If you encounter unauthorized use of your credit card, you are responsible for notifying your credit card provider. Note that we will never ask for your credit card information by email and recommend that you do not email any credit card information directly to us as it creates a security risk. If you have any further questions about the security connected with the site, please contact us or call us at (800) 899-2387.

Can I order if I live outside of the United States?

Please e-mail our Customer Service Department via our Contact-Us page or call us toll free at (800) 899-2387 if your order is to be shipped outside of Canada or the United States.