Q: What is a special order item?
A: A special order item is an item that we like to be able to offer our customers, but is not regularly kept in stock by our suppliers. These items are ordered directly from the manufacturer as the customer places an order for it. For this reason, there is an extended lead time on these items that range from 3-4 weeks to 6-7 weeks processing time.
Q: How do I know if an item is a special order item?
A: Special order items will be indicated on the product page on the far right side next to the description of the product. It will appear with a box that pops up requiring confirmation that you understand that there is an extended lead time on these products, before you are able to place these items in your cart. This will also be indicated on the thumbnail view in orange writing.
Q: Can special order items be expedited?
A: The processing time on a special order item can not be expedited. The shipping time of an order can be expedited once it arrives at our warehouse and is available to ship. If you would like to expedite the shipping on your special order item, please contact our customer service team.
Q: Can Special Orders Be Canceled?
A: A special order is unable to be canceled once it has started processing with the manufacturer. Once an order is placed, they start processing within one business day.
Q: How will I be charged for my special order items?
A: Special order items with a lead time that is longer than 21 days will be charged up front due to the pre-authorization hold window. If there are other items on the order, those items will charge as they ship.
Q: How will I know when to expect my special order item to arrive?
A: The estimate of 3-4 weeks or 6-7 weeks is listed on the product page to give an idea of when the item will ship. Once the order is placed by our team, the manufacturer then provides a more accurate date for expected shipping. An email will be sent to the customer once this date is received.
Q: What if my special order item is unable to be fulfilled?
A: In the event that a special order item is unable to be fulfilled, if the customer has been charged, they will receive a full refund for that item including shipping and tax on applicable orders.
For orders that have not been charged, the authorization hold will be removed from the customer's card. This can take 3-5 business days to reflect on your statement.