ThreadToolSupply.com
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FAQ

ThreadToolSupply.com's FAQ is a list of the most common questions and their responses as they pertain to ordering, account, contact, shipping and return information.

Ordering

Does ThreadToolSupply.com accept phone, fax, e-mail or snail mail orders?
Orders may be placed online or by telephone.  Faxed or e-mailed purchase orders are acceptable if they are followed up with a phone call to provide payment information.  We do not accept "snail mail" orders.  Please note that all telephone orders are processed the same as online orders.

I think I may have inadvertently placed a duplicate order.  What should I do now?
Call ThreadToolSupply.com Customer Service at (888) 835-0868, Option 3.  We will void the order for you as long as it has not yet been shipped.  If duplicate orders have been shipped, please let customer service know and they will advise you with the best next step to take.

How can I check my ThreadToolSupply.com order status online?
Go to My Account at ThreadToolSupply.com and log in using the e-mail address and password associated with your ThreadToolSupply.com order.  Once inside the "My Account" page you can click on the order you'd like to check on and you'll be given the status of the items in that order.

Can I add, change or remove items from my order after it has been submitted?
If you would like to request a cancellation of an item after the order has been submitted, please call Customer Service at (888) 835-0868, Option 3.  Once our warehouse has shipped an order, products cannot be added or canceled.  A new order will have to be created or an RMA issued to return a product.

How long does it generally take to process an order?
We make every effort to ship Next Day and 2nd Day Air orders the same day if placed by 1pm CST.  Ground, 3 Day Select and Priority Mail orders generally ship within one to two business days.  We do everything in our power to meet or exceed the time frames shown, however, unforeseen circumstances may cause temporary delays.  Orders are not processed or shipped on Saturday or Sunday, except by prior arrangement.

What happens if an item is backordered?
ThreadToolSupply.com tries to accurately estimate ship dates on a product by product basis, but occasionally products will be on backorder from the manufacturer.  If this is the case, ThreadToolSupply.com can ship the item as soon as we receive our shipment from the manufacturer or cancel the order and issue a full refund depending on your preference.

What happens when an item is out-of-stock?
Not all products listed on our site are immediately available for shipment.  We do our best to accurately estimate when items will ship from our facilities.  If a product is out of stock lead times may vary.  A ThreadToolSupply.com Customer Service Representative should be able to help estimate the delivery time of a product based on warehouse and manufacturer information, and from there the customer can figure out whether they can wait or would like to cancel the item.

What payment methods does ThreadToolSupply.com accept?
ThreadToolSupply.com accepts all major credit cards including Visa, Mastercard, American Express & Discover. 
We also accept money orders, cashier’s checks, personal checks, and company checks in U.S. Dollars only.  Orders are processed upon receipt of a money order or cashier’s check.  Orders paid for by check will not be shipped until the check clears.

Does ThreadToolSupply.com charge sales tax?
Only if the products purchased are being shipped to or billed to a Wisconsin address.  ThreadToolSupply.com is located in Wisconsin and therefore these orders are subject to sales tax.

My company is tax exempt, how can I purchase products without tax?
If you are a tax-exempt government agency or have a reseller's permit in Wisconsin, please fax the appropriate documentation to (888) 835-0868 and call Customer Service at 888-835-0868, Option 3 so that a ThreadToolSupply.com representative can set up your account accordingly.

Why would my credit/debit card be declined when I know for certain that I have the funds available?
A credit card can decline due to an incorrectly-entered credit card number, an address mismatch, an incorrect expiration date, a daily limit, insufficient credit or other reasons.  The most common reason is an incorrect billing address - please make sure that the address you enter is where the credit card statement is sent to.  Contact your credit card company for more information.  Please note that authorizations that have been declined, may take 24-48 hours to drop off of your pending transactions.

Account Information

How can I log in to my ThreadToolSupply.com account?
You can log in to your account by clicking on the My Account link towards the top right hand corner of the ThreadToolSupply.com website.  Once on the log in screen simply enter the e-mail address and password associated with your account.

How can I retrieve my password?
If you have forgotten your password or do not know your ThreadToolSupply.com password click on the Forgot Your Password
link.  This will take you to the retrieve your password screen, from this screen enter your e-mail address associated with your ThreadToolSupply.com account and we will e-mail you your password.

Do I have to create an account to order from ThreadToolSupply.com?
Yes.  When you order from us we will collect your name, e-mail address, billing address, shipping address, telephone number, and product selections.   We do this to fill your order and to communicate with you about your order.

Is the ThreadToolSupply.com website secure?  What types of security features are utilized to safeguard my information?
Yes.  In order to most efficiently serve you, credit card transactions are handled by established third party banking & processing agents.  They receive the information needed to verify and authorize your credit card or other payment information.  When you access your account information, the information is kept on a secure server.  All of the customer data we collect is protected against unauthorized access by physical security means.  No credit card information is stored on our server, which is why you must enter it every time you place an order with us.  This is done to provide you maximum security when you shop with us.

Furthermore, as evidenced by the GeoTrust badge in the bottom right hand corner of our web site, sites secured by GeoTrust SSL certificates are providing up to 256 bit encryption thereby offering the highest level of encryption and security possible.  This means you can rest assured that communications between your browser and this site's web servers are private and secure.

What can I use my ThreadToolSupply.com account for?
The ThreadToolSupply.com account you set up allows you to securely store your account information, print order confirmations, track shipments, change your e-mail and password, update your billing and shipping address and view your order history.

Contact

What is the best way to contact ThreadToolSupply.com?
The easiest way to contact a ThreadToolSupply.com representative during normal business hours (7:30am-5pm CST) is by our toll free telephone number (888) 835-0868 or if you prefer, via e-mail at customerservice@threadtoolsupply.com or sales@threadtoolsupply.com

What information should I provide when I call or e-mail ThreadToolSupply.com?
When contacting ThreadToolSupply.com for information regarding an order please provide your order number, or if this information is not readily available to you, please provide your e-mail address or full name.  If you are looking for information regarding a product please provide the product's part number that you are interested in.

Does ThreadToolSupply.com have a walk-in store or will call facility where I can physically pick-up my merchandise?
We do not have a walk-in store or will call facility at this time.  In order to maintain our low overhead and competitive pricing structure, all orders have to be placed online or over the phone and will ship direct from our warehouses.

Shipping

What are ThreadToolSupply.com's shipping policies?
Shipment Processing Time - We make every effort to ship Next Day and 2nd Day Air orders the same day if placed by 1pm CST.  Ground, 3 Day Select and Priority Mail orders generally ship within one to two business days.  We do everything in our power to meet or exceed the time frames shown, however, unforeseen circumstances may cause temporary delays.  Orders are not processed or shipped on Saturday or Sunday, except by prior arrangement.
Shipping Carriers - Orders are shipped UPS or USPS, chosen by the customer during the checkout process.  We offer an array of shipping options from Ground to Next Day Air to accommodate your needs.
Shipping Countries - We currently ship within the United States & Canada.  For our international customers we've partnered with a trusted third-party company, International Checkout, to fulfill orders.  International shipping is currently available worldwide from ThreadToolSupply.com.  Please click on the following link for more information: International Shipping

Does ThreadToolSupply.com ship to P.O. Boxes?
Yes, we can ship to P.O. Boxes.  Please choose a USPS method of shipment during the checkout process.

Are all items shipped via the same method?
ThreadToolSupply.com ships all normal shipping items via UPS and USPS - chosen by the customer during the checkout process.

How do I get my tracking number?
For orders shipped UPS, you will receive your tracking number via e-mail once shipped.  For orders shipped USPS, you will not receive a tracking number, but you will receive a notification that your order has shipped.  You can also check your order status online by logging in to My Account at ThreadToolSupply.com.  From this screen click on the order number that you would like to track, this will take you to the order screen which references your tracking information.

How can I track my order?
You can track your order online using the UPS tracking number.  In your account, click on the order that you would like to track, then click on the tracking number for detailed transit information.

Does ThreadToolSupply.com ship internationally?
ThreadToolSupply.com ships to almost any international destination.  We have partnered with International Checkout to provide payment processing and order fulfillment for international customers.  International shipping rates, carriers, and methods will be determined by International Checkout. Please see our International Shipping Policy

Does ThreadToolSupply.com ship to APO or FPO addresses?
Yes, we do ship to APO and FPO addresses.  Please choose a USPS shipping method during the checkout process.

Why was my order sent in multiple packages?
We may decide to package your items separately due to weight or size concerns.  The most common reason why multiple boxes are used for a single order is that ThreadToolSupply.com has multiple warehouse locations.  If items are stocked in different warehouses they cannot be boxed together.  Whether your order comes in one or multiple packages, rest assured that you will only be charged the amount quoted to you during the checkout process.

What do I do if my products arrive damaged?
You can log in to your account at ThreadToolSupply.com and request an RMA (Return Merchandise Authorization).   Please specify how the products are damaged so that a ThreadToolSupply.com representative can start a damage claim with the shipping company and ship a new product to you.  You can also contact contact Customer Service at (888) 835-0868, Option 3.

Returns

How do I return a product?
Before returning a product please make sure that your return satisfies the requirements of our Return Policy.  To return a product, please request an RMA (Return Merchandise Authorization) by logging in to your account at ThreadToolSupply.com. 
In the "Track Your Recent Orders" section, you will click on the "View Details" link for the order you would like to initiate the RMA.  Once in the order, you will click on the "Add New RMA" button, then complete the form and submit.  We will then process your RMA.

What is ThreadToolSupply.com's return policy?
We will accept the return of product in new, unused condition within 30 days from the date of purchase.  Depending upon product and circumstance, items may be subject to a restocking charge of up to 25%.  All shipping costs associated with returned product are the customer's responsibility.

Special Orders - All special order items of non-stock or modified parts cannot be cancelled or returned.

Is it mandatory to have an RMA number in order to return a product to ThreadToolSupply.com?
Yes, you must obtain an RMA (Return Merchandise Authorization) number within the applicable Return Policy period.   ThreadToolSupply.com will not accept returns without prior authorization and an RMA number.

What address should I send my return to?
ThreadToolSupply.com has multiple warehouses that product ships from.  We will provide you the address to ship your returned goods back to as soon as your RMA has been approved.

Can I exchange my product for a different product?
ThreadToolSupply.com will exchange an item if necessary, but if you would like to receive a different item, a new order would need to be placed for that item and a refund issued for the returned item.

Approximately how long will it be before a refund/credit actually appears on my credit/debit card?
Once the returned items have been received, inspected, and approved, it takes us approximately three business days to process a credit back to your credit card and 2-3 business days for it to appear on your statement.

Approximately how long does it take for ThreadToolSupply.com to process an RMA?
Please also allow approximately three business days to process your return after it has arrived to our warehouse.

What should I include with my RMA?
When preparing your return, be sure it satisfies the requirements of the Return Policy.  Ship the product in a sealed package with plenty of padding.  Place a printout of your order confirmation on the inside of the package.  Finally, write the approved RMA number on the outside of the package.

What is the restocking fee?
Depending upon product and circumstance, items may be subject to a restocking charge of up to 25%.

When and why are restocking fees applied?
ThreadToolSupply.com may charge a restocking fee on all returned items that are not damaged or defective.  The restocking fee covers any necessary re-boxing and/or re-packaging of the product that will need to be done, and all fees associated with returning the item to stock in one of our warehouses.

Does ThreadToolSupply.com pay the return shipping cost for defective merchandise?
Yes, ThreadToolSupply.com will pay the shipping costs to have defective items shipped back to us, assuming the items are determined to be defective according to manufacturer specifications.

Does ThreadToolSupply.com cross-ship replacement merchandise?
No, cross-shipping is not available.  If you are in need of a new item immediately place a new order and ThreadToolSupply.com will refund your original order when the items are returned to us.

My return package has been received by ThreadToolSupply.com, what happens now?
Once a representative in our Returns Department receives and inspects the return, a refund will be issued to your credit/debit card.

How do refunds/credits work?
If you request a refund, your original method of payment will be credited as soon as possible after your return is processed and approved.

How is a refund/credit applied?
A refund/credit is applied to the original method of payment
in the amount of the product cost less any restocking fee incurred.


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