ORDERING INFORMATION (top^)
Marsupco.com ships most products on the same business day for orders received by 1:00 pm (EST). If there will be a delay for any reason we will notify you via phone call or e-mail. That's why it is important for you to provide that information with your order.
Once your order has shipped we will charge your credit card and notify you via email of the transaction completion and shipping information. Please note that if you don't check your email regularly, you might not see the notice. We do not charge your card until we have started the process to put your items in motion. You will be notified of backorders and given the option to cancel or wait for those items. In stock items will be shipped and charged.
If you have an urgent order, please add that to the message field during checkout.
Orders placed between 1:00 pm (EST) Friday and 1:00 pm (EST) Monday are not processed until Monday. (We do not process orders on Saturday or Sunday.)
SHIPPING INFORMATION (top^)
The shopping cart will calculate the UPS shipping automatically during checkout. Shipping costs are based on the final weight of the items ordered, the destination zip code.
Shipping days are Monday through Friday. Weekends and Holidays do not count in the process. An Overnight order on Saturday or Sunday will not arrive until Tuesday. Saturday delivery is available upon request at an addition shipping charge.
Speed of Delivery is based on the day we ship, not the day you place the order. Please build this into your expected delivery day.
- UPS Ground - 2-14 days depending upon your location. West Coast deliveries will be at least 5 business days. Not available to some states.
- UPS 3 Day Select - 3 business days for most locations in the US. UPS does not count the day the package is entered into their system, so a package shipped on Tuesday usually arrives on Friday. This allows most people to receive their packages before the weekend if they plan ahead. This service may not be available for this service.
- UPS 2nd Day Air - In stock items ordered on Tuesday before 1:00 pm EST generally arrive Thursday. This service isn't available on all items. When in doubt, ask in checkout notes.
- UPS Next Day Air - Order before 1:00 pm EST, get in stock items tomorrow. This service is not available everywhere in the US. Some places, especially Rural America, are 2 day service no matter what you want.
- UPS cannot deliver to a Post Office Box.
Some items are oversized and incur additional charges. We do our best to have the rates reflect this, but occasionally will need to notify you after the order has been placed.
(Note: All shipping costs are non-refundable, unless we shipped an incorrect item per your order.)
SHIPMENT TRACKING (top^)
You can estimate the date of arrival for your order by adding the number of shipping days the date we emailed you that the package was shipping.
Included in the email will be the UPS tracking number. You can visit www.ups.com and choose tracking to track your package. In addition, we enter your shipping information back into the website so that you can log back in and obtain your tracking information at anytime.
ORDER PICK-UP (top^)
If you would like, we offer order pick-up from our warehouse facility. You can order online and have your order waiting on you when you arrive. In order to activate an order pick-up, please choose "Pick-Up" in the shipping window during check-out. In addition, please specify in the message field during checkout of your expected pick-up date. There is no handling or shipping charges associated with order pick-up. Our store hours for order pick-up are: M-F 8:00am-5:00pm EST, Sat. 8:00am - 12:00pm EST.
RETURN OPTIONS (top^)
We do our best to be flexible with returns. We understand that ordering from an online catalog is different from carrying a product to the register.
Return instructions are included with the invoice emailed to you at the end of the transaction. Within 30 days of receipt, you may use the instructions to make a return. If you no longer have the email, let us know and we'll resend it to you.
- Return shipping is refunded only if we made an error in fulfilling your order or if the product is defective. In all other situations, the return shipping is the expense of the customer.
- International shipping costs are not refundable under any circumstance.
- Unopened items in resalable condition may be returned within 30 days for a merchandise refund.
- Opened items that can be repackaged into resalable condition may be returned for a merchandise refund.
- Used or inflated items will be dealt with on a case by case basis. If we cannot offer the item for sale as new, a 15 percent restocking fee may be assessed or we may determine that the item cannot be returned. Items with missing parts cannot be accepted for return. If we can buy the parts needed, the cost of their purchase and delivery will be deducted from your refund.
Contact us for returns on defective items. The return depends upon the warranty. Most items should be sent to us, but some go directly to the manufacturer.
REFUND OPTIONS (top^)
Refunds are issued after the returned product has been received and inspected. Refunds are issued in the same form as payment was received for the original order. Please allow a week from the time the package arrives at our warehouse for the credit to be processed.
For defective merchandise, you only have to pay for delivery once. The replacement merchandise is sent at our expense.
EXCHANGE OPTIONS (top^)
If you need a different item or need to exchange a defective item for a new one, the exchange can be handled in two ways.
· Speed Exchange: We issue an RMA for the merchandise to be returned, charge your card for the new item and ship it right away. You return the original merchandise and a credit is issued when the item is received and processed. This is the fastest way to get a replacement item.
· Normal Exchange: We issue an RMA for the merchandise to be returned. You return the original merchandise and we ship a new item. This takes a bit longer, but does not cost you any additional money up front.
PAYMENT OPTIONS (top^)
We can process your order most efficiently with payment from a credit card. We accept MasterCard and VISA.
We're sorry, but we do not ship any packages on a C.O.D. basis.
SALES TAX (top^)
Sales Tax must be charged on any delivery made inside the state of Florida.
Items for resale are Tax Exempt; however, we must have a valid Exemption Form on file for your company to remove the tax. Our rate calculator will tax your order, but we will adjust the invoice manually during processing.
PHONE ORDERS (top^)
We strongly encourage you to place your order online, since it is a more efficient way for us to process orders and thus save you money.
On the other hand, if you have a question about the products you are about to order or are not sure if you are ordering the correct item please contact via phone to verify. We would prefer to get your order correct the first time.
CREDIT CARD SECURITY (top^)
Our Secure Sockets Layer (SSL) software is the industry standard and among the best software available today for secure online commerce transactions. It encrypts all of your personal information, including credit card number, name, and address, so that it cannot be read as the information travels over the Internet.
CREDIT CARD PHONE-IN'S (top^)
No problem. Just complete our order form online. Check off the "Calling in my card number" on the check out screen. You may call us with your name and order number to give us the card number over the phone.
