Customer FAQs

How do I get additional information about a product?

We strive to provide our customers with as much information as possible via our website about each product we carry. However, if there are any products that you would like more information about, please call us at (423) 339-8264 or e-mail us.

How do I know if a product is in stock?

On each product page near the price is an availability section which indicates whether a product is in stock. In the event that an item is not in stock, the item will be listed as "Out of Stock". Most items are unable to be purchased when not in stock.

Why should I set up an account?

Having a personal account is the easiest way to order from our store. By creating an account, you'll be able to order at any time without having to re-enter your name, billing information, or shipping details.

Your account is also your access to downloadable items and subscriptions.

Is my account information safe and protected?

Yes. You can be assured that with the use of secure connections and encryption, any information you enter on our server is safe.

We encourage you to review our privacy policy to assure you that any information given to us stays with us. We respect your privacy and are committed to protecting your personal information.

Can I alter my account information?

If you already have an account with us, it is easy to change any of your personal information via the account dashboard.

I've forgotten my password? What can I do?

If you have an account but have forgotten the password, simply click the "Forgot Your Password" link directly below the login form. You will be asked to provide a few account details, and you will receive instructions for creating a new password via e-mail.

How do I check my order history?

To view your order history, login to your account. You will see all of your past orders in chronological order along with the status of each order.

    The payment status of an order is an important part of the information that determines what tasks you need to do for an order. Orders have one or more of the following payment statuses:

    Status Description
    Pending Orders have the Payment pending status for one of the following reasons:
    • During checkout, a customer pays with a different payment method than credit card. In this case, the Payment pending status indicates that the payment provider has started processing, but needs time to complete the payment. The order is created, customers can complete the checkout, and inventory is reserved for the order, but payment isn’t guaranteed.
    • Payment terms have been set.
    • The order is created using a manual payment method.
    Authorized

    The payment provider validated your payment information, however it ben captured yet.
    Overdue Payment wasn't captured before the due date that was set in the payment terms on an order that had the Payment pending status.
    Paid Payment has been successfully captured.
    Refunded The amount of the order has been fully refunded.
    Partially refunded The amount that was returned to you is less than the full amount that you paid for an order.
    Partially paid The payment was manually captured but only a portion of the order was paid.
    Voided An unpaid order was manually canceled.
    Unpaid Unpaid payment status includes orders that are in Authorized, Pending, Expired, and Partially paid payment status.

    The fulfillment status of an order

    • Fulfilled
    • Unfulfilled
    • Partially fulfilled

    When an order is placed, it has an Unfulfilled fulfillment status until it is shipped from our offices. If some, but not all, of the items in an order have been processed, then the order has a Partially fulfilled fulfillment status. When all the items in an order have shipped, it is Fulfilled. 

    Upon what currency are the prices based?

    All prices on our website are charged in U.S. dollars.

    What payment options are available?

    We gladly accepts VISA, MasterCard, American Express, Visa, Discover, Venmo, and PayPal. Your credit card is charged at the time your order is placed. You can also pay via Apple Pay, Meta Pay, or Google Pay.

    Please provide the correct billing information for the card being used. Billing information includes name, address and phone number of the card owner as recorded by the bank or card issuer. If using a shipping address that is different then the billing address, please provide a phone number for the shipping address.