Toll-Free: 1.800.345.4833

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HELP / FREQUENTLY ASKED QUESTIONS

 

Shipping:

 

Do you ship to international customers?

Yes, we do ship internationally. We consider international customers anyone outside the contiguous United States, including Hawaii, Alaska and Puerto Rico. International customers are required to pay the actual freight costs as well as duties, customs and taxes. If you are interested in receiving a freight quote, please contact customer service at (800) 345-4833 or email .

Can I ship with my own UPS or FedEx account?

Yes, we can ship on your UPS or FedEx account. Please provide your account number in the “comments” section when placing your order.

When will my order ship?

Approved orders will be shipped within 24 business hours via UPS or FedEx Ground, F.O.B. St. Louis, MO 63146.  Please allow 72 hours for all truck shipments. Orders received after 2:30 p.m. CST will be processed the next business day.

Can my order ship out same day I place it?

Orders received by 11:00 a.m. CST will be shipped out the same day.  Please contact customer service at (800) 345-4833 if you require same day shipping.

 Where do you ship from?

We ship out of St. Louis, MO 63146

               

Ordering:

 

Do you have a minimum order amount?

No, we do not have a minimum order requirement; however, if your product total is under $50.00, there is a $5.00 service fee.

How can I place an order?

Orders can be placed online or called-in through our toll-free number at (800)345-4833.  To place an order online, you must have an online account.  Click here to set up an online account.  

How will I know you received my online order?

You will receive an order confirmation via email once you place an order online. If you do not receive an email within 30 minutes, please check junk or spam folders. If you do not receive an email, please call customer service at (800) 345-4833 or email .

Can I order a sample?

Yes, you may order a sample as long as you have a tax ID number by contacting customer service at (800) 345-4833. You will be charged for the sample(s) and shipping. This option is not currently available online.

Do you offer payment terms?

Terms for pre-approved credit orders are Net 30 days. Credit requires submitting and approval of banking information and three (3) credit references. Credit approval processing time is 1 - 2 weeks. A 1% finance charge per month will be added if payment is not received in accordance with the stated terms of the invoice. Please contact customer service at (800) 345-4833 for an application.

 

Pricing:

How can I view pricing?

Please sign in or create an account to view wholesale pricing.

Do you offer wholesale pricing?

Yes, all prices listed on our website and in our catalog are wholesale. Product specifications and pricing is subject to the information that's available at the time of posting the information on the website. Changes may be made without notice. Pricing shown is based in U.S. dollars.

Do you offer volume pricing?

Yes, we offer volume pricing based upon certain quantities ordered. Please call customer service at (800) 345-4833 or email  for more information.

 

Backordered Product:

When will my backordered item(s) ship?

 Our customer service department will inform you, via email or phone, which item(s) are backordered and their estimated ship dates.

Will I be charged additional freight costs when my backordered item(s) ship?

We do not charge freight to ship backordered item(s). Exceptions may occur; customer service will notify you in advance of any additional freight charges.

Can I change backordered item(s) to a different product after submitting my order?

We will make every effort to accommodate all requests. Please contact customer service at (800) 345-4833 for changes to your order.

 

Returns and Damaged Product:

 

What is your return policy? How do I return product?

All merchandise is inspected before shipping. Fortune Products is responsible for all manufacturing defects. Any claims for goods damaged in transit must be filed by the purchaser with the carrier.

To file a claim, please contact our customer service department at (800) 345-4833, Monday through Friday 8 a.m. – 5 p.m. CST. All claims must be filed within ten (10) days of receipt of goods. Returns must be received within 30 days of filing a claim and will not be accepted without an authorized Fortune Products Return Authorization Number. All merchandise must be in its original condition and shipping cartons. Returns will incur a 15% restocking fee and credit will not be issued until the product has been returned to Fortune Products. Buyer is responsible for all return freight charges when products are not defective.

How do I report damaged, incorrect or missing product?

Please see our return policy. You will have the option to receive replacement merchandise or we can issue a full product refund. We will ask you to provide photographs of damaged product.

 

General:

 

How can I track my order?

Your tracking information will be emailed upon shipment.  Please contact customer service at (800) 345-4833 or if you have any questions or require additional information.

How can I request a copy of my invoice?

Your invoice will be mailed separately from your order. To request a copy, please contact customer service at (800) 345-4833 or .

How do I request a catalog?

To request a catalog, please fill out the Catalog Request form online and a catalog will be mailed within 24 – 48 hours. Catalogs can only be mailed to addresses within the United States, Virgin Islands, Puerto Rico and Canada. This catalog features our current product line and can also be downloaded for viewing.

How do I create an account?

You may create an account by clicking here. Fill out the required fields, including your email address which will be used to sign in to your account. By creating an account, you will be able to shop faster, track orders, view wholesale pricing and your order history.

 Do I have to create an account to place an order?

Yes, please create an account to view pricing and place an order online. You may also place an order by calling our customer service department at (800) 345-4833 Monday through Friday 8 a.m. to 5 p.m. CST.

What if I forgot my password?

Click on the “Sign In” link on the Home page.  When the “Sign In” box appears, click on the “Forgot Your Password?” link and follow the instructions.  An email will be sent with your new password.

How do I sign up for email updates?

When you create an account, you are given the option to receive email updates on new product and specials located at the bottom of the page.

What are your hours of operation?

We are open Monday through Friday 8 a.m. to 5 p.m. Central Standard Time (CST) and are closed on major holidays.

What forms of payment do you accept?

We accept VISA, MasterCard and American Express.