What are your hours of operations?
provide Live Chat and Phone during our office hours.
Monday to Friday from 8:00am to 6:00pm Pacific Time
(11:00am to 9:00pm Eastern Time)
If we aren't around though, do leave us a voicemail or for
faster service, email Customer Service at email@example.com. We do our
best to try and return all customer service inquires and messages the same day
and up to 2 business days maximum.
What currency are the prices in?
prices in the website are in US Dollars.
What countries do you ship
Currently online, we only ship to the United States and Canada.
We do ship internationally but you will need to contact us directly since we
need to arrange shipping options.
What is the fastest way to get customer serivce?
order status or returns are handled fastest through sending an email to Customer
How will my order be shipped?
We normally ship via
Fedex, UPS, USPS, Canada Post or Purloator. We want to provide our customers
with the flexibility to choose their most trusted reliable carrier and to
maximize the shipping services available to them whether it be overnight
shipments, 2 day shipments to ground shipments. For all in-stock orders placed
before 3:00pm Pacific Time, we will ship the product same day. Orders placed
after 3:00pm Pacific Time will be shipped on the next business day. We will not
ship on weekends or statutory holidays.
What payment method do you support?
We support all
major credit cards: Visa, MasterCard, American Express, Discover, and Paypal. If
you choose the Paypal option when you checkout, you will be transferred to their
corresponding site and they will accept all major credit cards as well. Please
note that if you do not have an account with Paypal, please select the "Not a
Member" option and they will just ask for your credit card information. You will
not be required to join.
Do I need to pay sales tax?
We collect (sales and use
tax) for sales shipped to the State of California. Additional states may be
added without notice. We shall not be liable for handling or customs charges for
shipments outside the United States. Currently California State Tax as of July
1st, 2009 is 9.75%.
Will you ship to APO/FPO boxes?
Yes we will ship to
APO/FPO boxes. You must indicate USPS as the shipping carrier to do so. The
delivery times for APO/FPO boxes are much longer and package tracking will not
be available for these shipments.
What if a shipment is damaged or missing
Please open and inspect all items for shortage or damage as
soon as you receive your order. If you receive an item that is damaged, opened,
or missing items please contact us immediately. You must contact us within
5 business days to report damage or shortage. Beyond this period, we cannot
accept claims. All original packaging and paperwork MUST be saved. No claim can
be made if the packaging is not available for inspection. All items are
shipped insured and a claim will be filed with the carrier. As soon as the
carrier accepts the claim, we will re-ship the damaged parts.
Why haven't I received an order or shipping
You should receive an order confirmation as soon as
you place your order. If you don't, you may have entered an incorrect email (Yes
this happens quite often!). You can login to your account and update your
information and view your order there. If you need another confirmation sent
out, please email Customer Service. The same applies to shipping, if you haven't
received a shipping confirmation, most likely the email address you entered was
What is your return policy?
Please visit our Return
What are your shipping options?
Please view our
What is my login?
Your login is your email address.
If you are having problems with your login, please email Customer Service at firstname.lastname@example.org.
Why hasn't my order shipped?
We usually ship out all
in stock items the same day. However, our some products in inventory on the web
site are updated daily and some are updated real-time. Some products that are in
high demand get sold out very quickly and immediately get placed on back order.
Also, some time shipments from our suppliers are delayed or other factors beyond
our control. If you placed an order and it hasn't shipped, don't hesitate to
send us and email to ask where it is! We will be adding the functionality on our
site in the near future so you can see where your products are.
Cancelling an order
Rupaz.'s speed and procurement of
automated billing, shipping and procurement allows our orders to be shipped same
day usually and sometimes in the same hour you place the order. Due to the
variances in time windows of when orders are actually fulfilled, there is no
guarantee that an order will be cancelled even if you have submitted a
cancellation request. In order to avoid any unnecessary charges, we recommend
1) Only place an order if you are absolutely sure you want it. Once the order
has been placed, and it is packed and shipped, you will be responsible for any
returns or restocking fees once the order has been packed. We receive hundreds
of orders per day and different orders get fullfilled at different times
depending on the product.
2) Call Customer Service at (310) 734-0202 or email Customer Service. If the
order hasn't been packed or shipped, it can still be