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Frequently Asked
Questions - FAQs |
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| 1. Do you have stock of everything
shown in your website? |
| - No. We drop-ship directly from
our suppliers to our customers over 99% of what we sell. We
publish products based on our suppliers price lists, and our website has
no real-time connection to our suppliers inventories. Although we
continuously work to remove obsolete products and correct mistakes, this
is a time consuming manual process and because of the sheer number of
products we have, there is always a substantial amount of products that
are either obsolete or are out of stock. Therefore, we encourage
our customers to contact us before placing an order, to confirm
availability, price and shipping cost. |
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| 2. If a product is not available,
why is it advertised on your website? |
- We advertise products based on our
suppliers price lists. Our website is maintained manually and it
is not "connected" to our suppliers' inventories. At any given
time our suppliers could have sold out of a particular product.
Although some suppliers email us their inventories periodically, most do
not. The only way to find out about stock with many suppliers is
to call them and ask. When we find out something is not available,
we immediately remove it from our website.
-If you order or call about a product that ends up not being available,
it means we just found out the no-stock when you ordered or called us. |
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| 3. Can I go to your location and
pick up the product I want to buy, so I can avoid the shipping cost? |
| - No. For the same reason
explained in FAQ #1, we don't have stock in our office and we drop-ship directly from
our suppliers to our customers over 99% of what we sell. So we
have no products in our offices in Miami (with very few exceptions). |
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| 4. How much do you charge for
shipping? |
| - Just add the product(s) you want to
buy to the Cart, and then press the CALCULATE SHIPPING button in the
Shopping Cart. Please note that although we try to calculate
shipping adequately, our systems might sometimes calculate too high or
too low. If you think the shipping cost is too high,
contact us to review
it. If we get an order, and we then get a shipping quote from our
supplier and they quote us higher than our system calculated, we will
contact the customer letting him/her know about the discrepancy.
The customer can then decide to proceed or to cancel the order. |
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| 5. I placed an order and it has
been more than a few days and I have not received any other
communication. What is going on? |
| - As soon as we get an order, we check
availability & prices with our suppliers. We have several
employees doing this full time. In many cases the information is
readily available at our suppliers websites, so orders can be processed
quickly. However, in many other cases our suppliers are not so
technologically advanced, and we have to call or email them, sometimes
repeatedly. This process can take a few days, as some suppliers
themselves are drop-shipping from the manufacturers and they too have to
do the same and wait for a reply from the manufacturers. |
| - When a customer places an order that
is shipping to the billing address of his/her credit card, the credit
approval is quick. We authorize the credit card and the Credit
Card processor confirms that the address, zip code and security code (CVV)
all match. However, in many cases customers want to ship to
alternate addresses or the billing address they provided does not match
what their Banks have in their system. In those cases our Credit
Dept takes further steps to confirm that whoever placed the order is the
rightful owner of the credit card. This process might take a few
days, since we continuously receive orders from fraudsters using credit
cards and we are trying to avoid fraud. |
| - We constantly get calls from
customers that placed orders that were cancelled because of lack of
stock, and we did send cancellation emails within a couple days of the
order. However, our email was incorrectly routed by the customers'
computers to a spam or junk folder, so they never noticed the
cancellation email. So please check your spam/junk folder before
contacting us about the status of your order. |
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| 6. I have emailed and/or called
your company several times and I can still not get a tracking number.
How can this be possible? |
| - In the very few cases we ship from
our stock, we usually ship within 24-48 hrs of the order being
processed. But mostly we depend on suppliers to drop-ship to our
customers. When a customer calls or emails, we immediately create
a CASE and send a copy of the Case to the customer. We have a
Customer Service Department who's daily goal is to find the answers the
customers seek and solve any customers' problems that arise. Once
a Tracking Case is created, our Reps will email and call our suppliers
repeatedly, asking for tracking information and/or status. We have
some suppliers that are great and provide tracking immediately. We
have others that take a few days to get back to us, even when we email
them and call them repeatedly. What happens in many instances is
that our Supplier is also drop-shipping, probably from the Manufacturer,
and the Manufacturer takes time to ship and to provide tracking.
Some other times our Supplier was expecting a shipment of that product,
and that shipment got delayed. Some other times our Supplier has
to prepare the product or specially package the product and that takes
time. For these and many other reasons, there might be delays in
the shipping of the products and in providing the tracking for them. |
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| 7. I want to cancel an order.
Why can I just cancel by sending you an email telling you the order is
cancelled? |
- Since we drop-ship from our
suppliers most of what we sell, we cannot always cancel orders.
When a customer wants to cancel for any reason, we first check if the
order has been processed or if we have already worked on it (checking
stock, verifying the credit card, etc). If no work has been done
in an order, then it is very easy to cancel and we email a cancellation
without any major problems. If we have already worked on an order
but the order has not yet processed, then it is still easy to cancel and
we email a cancellation to the customer, but to offset the cost of
having worked on the order we charge a cancellation fee (see our
policies). If the order has been processed, it means that we
already sent one or more Purchase Orders (PO) to our suppliers. So
we must email them asking for a cancellation and they must respond to us
confirming the cancellation. Otherwise, the products might ship or
might have shipped, in which case there's no cancellation possible.
If we succeed in receiving cancellations in writing from our suppliers,
we then email the customer cancelling and also charge a cancellation
fee, to cover the costs of processing the order and cancelling it.
- Even if you sent your cancellation request before the order was
processed, we might not be able to cancel. Cancellation requests
sent via email go to the Customer Service Dept Inbox, and the order
might be waiting to be processed in our order entry Dept. When
Customer Service gets to it (it is not immediate) the order might have
processed, and we have to wait for our supplier to cancel our PO in
writing.
- For the aboe reasons, DO NOT ASSUME that your order is cancelled just
because you sent us an email or called us asking to cancel. |
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| 8. I received a product and it does
not work. What should I do? |
| - If you receive a product that
apparently does not work, the first thing you should do is contact the
Manufacturer, speak to a technician and let him/her troubleshoot the
product over the phone. If after troubleshooting the technician
determines that the product is defective, you can ask the manufacturer
if they can exchange it for you. If they tell you it is OK to do
it through them, then we encourage that option. If they tell you
to exchange it through the dealer, contact us immediately. We will
open a Case, will contact our supplier, will obtain a Return
Authorization (RA) and instructions. We will then email those
instructions to you. You will have to ship the unit back to our
supplier according to those instructions, at your expense. Once
they receive it we will have them ship another unit to you, at our
expense. |
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| 9. I found a product in your
website with a price that is way below any competitor in the market.
Can that be possible? |
- We try to have the most competitive
prices in the market. In many cases we do have exceptional offers.
We work with over 500 suppliers and always look for bargains.
However, there are cases in which prices may be incorrect. We try
very hard to keep our website updated and we have several employees
working full time adding, removing and correcting information.
Sometimes prices may be incorrect in our website because:
1) Our employee made a mistake (typo) when uploading or updating the
price of the product;
2) At a certain point in time there was in fact a supplier selling that
product at a closeout price, but that supplier sold out and all other
suppliers are selling the product at a higher price;
3) The manufacturer raised prices and we did not get to update the
price;
4) We also change prices using software and this is not always 100%
perfect.
- Whenever we find a mistake we will correct it immediately.
- It is our policy not to process orders for items that have an
incorrect price.
- Your online receipt or the “acknowledgement of order”
automatically issued by our system does not signify our acceptance
of your order, nor does it constitute confirmation of our offer to
sell."
- Because of the above reasons we encourage our customers to contact
us before placing an order, to confirm price, availability & shipping
cost. |
