Frequently Asked Questions (FAQs)
How do I know when my order was shipped?
Orders generally ship within 1 business day providing stock is available*. You will receive an order confirmation, via email, shortly after your order has been placed. Please note this is not a shipping notice but. We will email you a second time with a shipping notice/invoice to let you know that your order has been dispatched from our warehouse. We invite you to log into your account online anytime to view the status of all of your orders.
Orders that have incomplete or invalid shipping address may be delayed. A1 will attempt to contact customer for an update on the shipping address. Orders that require manual billing or shipping address verification will be delayed until proper billing confirmation document is provided.
How long will it take to receive my order?
We ship items out as soon as possible, but this won’t always be the same day as your order. Please allow up to 2 business days for processing time. If we anticipate a longer lead time, we will notify you. If you have any questions on a specific item’s lead time, please contact us at email@example.com or call 866-441-2288 with any questions.
All of our orders are shipped via UPS. Delivery times typically range between 2 - 8 business days (UPS Ground). We do have an expedited shipping service (UPS Ground - Priority Processing) available for an additional fee. Please be aware delivery times are estimated based on the point and time of pickup from one of our warehouses.
What is your order processing times?
Our business hours are 08:00 AM - 06:00 PM (Central Standard Time). Monday through Friday but our cut off is at 12:00 PM CST. Any orders placed during non-business hours will be processed on the next business day. Shortly after placing your order, you should receive an e-mail confirming it. If, for some reason, you do not receive that email, please check your spam folder to see if you can locate it. This is important, because if you have not received the confirmation e-mail, you won’t receive the email with shipment information.
What is your return policy?
30 Days - Must be factory sealed unopened (with the exception of LTS - must be in like new condition LTS ONLY). Items must be returned within 10 business days of an RMA issue date, after which the shipment will be refused. Merchandise that has been opened cannot be returned for credit (with the exception of LTS). Once a product is opened, or the factory seal is broken, it is considered used. This includes product that was just installed to test. Merchandise will not be accepted for return (for credit or repair) unless an Return Merchandise Authorization (RMA) number has been issued. It's important to note, however, that if your product has a manufacturer defect - that we will work with you to get a product that is in working condition to you as soon as possible.
Please visit our Return Policy page for more details.
What payment method do you accept for international orders?
International orders can be paid using verified PayPal accounts or wire transfers. There is a 2% surcharge for using verified PayPal accounts (this is the PayPal currency exchange fee). There is no surcharge for paying by wire transfer.
Do you accept international credit cards?
We do not with the sole exception being credit cards from Canada. We use a system called Address Verification Service (AVS) to avoid any fraudulent activity and this service is only available for credit cards issued by American or Canadian banks.
You can always use a verified Paypal account or wire transfer for payments.
How much is international shipping?
Customs and duties vary from country to country. For this reason, we don't quote shipping for international orders, but we can work with your shipper of choice (DHL, FedEx, UPS, TNT, etc.) to schedule a pick-up at our office. The best option is to have a freight forwarder in the United States that we can ship to. Please contact our customer service team if you have any questions.
If an international shipment is refused and/or returned, any taxes, duties, custom fees, brokerage fees, or shipping charges incurred from this return will be the customer's responsibility.
We only accept wire transfers for international orders and returns. To make a return, we need all the following information upon checkout.
- Account Number
- IBAN Number
- SWIFT Code
- Customer Address
- Customer Phone number
- Bank Name
- Bank Address
Refund Request Disclaimer: If you didn't provide us with all the information above, "upon checkout," the "return wire transfer" will bounce; and a fee will be charged. Any fees incurred are the customers' responsibility.
Can you provide export documentation?
Yes. Upon request, we can provide multiple copies of commercial invoices, harmonized system codes (HS Code), certificates of quality, UL certification, material safety data sheets (MSDS), etc.
Do you ship to Canada?
All the time. We use UPS to ship to Canada and you will have the option to see the shipping cost during checkout. If you see anything abnormal, please get in touch with us. Custom requests, such as using USPS, require more specific solutions. Please contact us with any custom requests!
Please note that we ship everything "customs and duties paid by customer." You will need to check with your state regulators on how they would handle customs and duties.
Do you provide any other discounts aside from free shipping?
For our customers in the United States, we offer a 2% discount if the payment is made via wire transfer or check. We end up paying 2% for credit card fees and we would rather have you keep that money then banks taking it. If you are worried about not being able to get refund in case things go south, we have 100% clean record of refunding all our customers based on our Return Policy.
When it comes to projects or large quantity discounts we work with manufacturers directly to offer better pricing. Project registrations vary from place to place and project project, but they often start at $5,000. Obviously, our ability to negotiate large quantity discounts is limited by the individual manufacturer's willingness to offer such benefits. That said, we are quite good at getting our customers what they deserve!
Please contact our sales team at firstname.lastname@example.org to get more information.
Where can I find your W9 form?
Are the products listed on your website brand new?
Yes. Unless explicitly stated, all products you purchase on our website are brand new, factory-sealed, and under manufacturer warranty.
What is the process for tax exempts?
Our system does not charge Credit Cards instantly -- after placing your order, please send us tax exemption certificates via email email@example.com and we will remove sales tax from your order!
Do you accept purchase orders?
Yes. With Net 30 payment terms, we accept PO's for government entities, municipalities, schools, and universities. All other organizations would require approval from our management.