Check Out Help & FAQs
Why does my order status say "Pending Payment"?
If you selected “Pay After Order Confirmation,” your order will show as Pending Payment. This simply means it is being processed in our system. We will contact you directly or apply the payment terms we have on file. The status of your order will only change to once the order is finalized and shipped in our system.
Why does my order status say "Processing"?
If you paid by credit card, your order will show as Processing until we capture the payment. You may see the charge as Pending in your bank account until the payment is finalized.
Why was my order canceled?
1. We attempted to reach you multiple times regarding payment.
2. The customer requested to cancel the order.
3. The items were not available due to an inventory discrepancy.
4. You have placed multiple orders without picking up your previous order that is ready for (PICK UP). Please note that all existing orders must be picked up before new orders can be processed.
Why can’t I check out? It says my tax ID is expired or missing.
You must have an updated and valid tax ID required for your state in order to purchase products with us. Please upload your most resent documents by going to My Account > License > Upload a New License or by clicking HERE. File types accepted are JPG, JPEG, or PNG. Please call us at (586) 486-5479 and let us know you updated so we can update your license expiration date,
How do I update my resale certificate?
Please upload your most resent documents by going to My Account > License > Upload a New License. File types accepted are JPG, JPEG, or PNG. Please call us at (586) 486-5479 and let us know you updated so we can update your license expiration date,
I see “This product is restricted in your region.
Some items can’t ship to your state or ZIP code due to local laws or carrier rules. Please remove the restricted items from your cart to continue to checkout. We actively comply with all state and local regulations, and availability may change in the future. If you believe this is an error, contact support with your ZIP code and the item SKU.
It says “Restricted by trade class.
Some states restrict certain products to specific trade classes (for example, distributor, retailer, or jobber). If your account does not match the required trade class, you will not be able to purchase these items. Please remove any restricted items before proceeding to checkout. If you believe this is an error, contact us with the SKU and your account name.
“No shipping options found” at checkout.
If you see “No shipping options found” at checkout, one or more items may be out of stock or not available in your region. Please review the messages in your cart and remove any restricted or unavailable items before proceeding to checkout.
Why can’t I add the quantity I want?
If you can’t add the quantity you want, make sure it doesn’t exceed the available stock and that the item’s minimum or maximum order rules are met. These limits are shown on the product page.
Why was an item auto-removed from my cart?
The item went out of stock or can’t be back-ordered. Check the product page for current availability or choose an alternative item/variation. If something looks wrong, reach out to support with the SKU, your account name, and your shipping ZIP.
Payment failed or was declined.
Please confirm the card number, expiration date, CVV, and billing address exactly match what your bank has on file. If the payment is still declined, your bank may be blocking the transaction. Contact your bank or use a different card.
Can I ship to a PO Box?
Orders must ship to a business address that appears on your current state tax or resale license. If your address has changed, please update your license and contact us so we can update your business address.
I’m stuck on checkout or the cart looks frozen.
Try a hard refresh (Ctrl/Cmd+Shift+R), clear your browser cache, and make sure pop-up blockers are off on the checkout page. If you bulk-added many items, give it a second to update or refresh the page.
How do I update my business details (store name, trade class, phone)?
Update your license under My Account, then let us know. We’ll take care of updating your business details.
Why am I being charged shipping?
Shipping shown at checkout is an estimate based on live FedEx rates. Free shipping excludes heavy or oversize items. After your order is packed and weighed, if the actual charge is higher than the estimate, we will reach out with the final amount for approval.
