If you don't find the answer you need or continue to have trouble, please contact us.
|Continental US Shipping & Processing Charges|
|Total Amount of Order||Standard||Rush||2-Day||Overnight|
Charges are for each Ship To address and include shipping, processing and insurance.
Delivery Dates are quoted in business days, Saturday and Sunday are not included.
|Sales Tax Table|
|We are required to collect sales tax for the following states:|
|States With Single Tax Rate|
|State||Rate||To Merch.||To Shipping & Handling|
|States With Local Tax Rate|
|The following states will be charged local sales tax.|
Combine your state plus any applicable local sales tax, if known.
You can reference a tax calculator by zip code here, or call us at 1-800-669-5225 to get a proper tax rate.
Support Plus Customer Service: 1-866-553-8875
Customer Service Representatives are available:
Monday - Friday 9 a.m. - 9 p.m. Eastern Time
Saturday 9 a.m. - 5 p.m. Eastern Time
Our goal is for you to be thrilled with your purchase. If your purchase does not meet your expectations we will promptly exchange it or send you a refund.
RETURNS AND EXCHANGES:
• Upon receiving your order, please verify the contents immediately against the items marked as shipped on the front of this form. If you did not receive the correct item(s), received damaged merchandise or have a question about the status of items being shipped separately, please contact our Customer Service Department.
• Most items may be returned for exchange or refund at any time. Home furnishing items can only be returned within 30 days of receipt. As you would expect, personal care items, intimates and footwear must be returned in original unworn condition, within 60 days. Please try on your footwear inside on a carpeted surface before wearing outdoors. Personalized items cannot be cancelled or returned. However, if your personalized item arrives damaged or contains an error, we will gladly send you a replacement.
• Returns made for reasons other than damage, defect or our error must be returned postage prepaid. See below for instructions on how to use the prepaid SmartLabel return label included in your package.
• Review our Return and Exchange information above.
• Follow the Return Instructions below.
• Allow 2-3 weeks for shipment and processing time.
• Refunds will be made in the same manner in which payment was received.
• Credit Card refunds will be issued within 1 business day of processing the return.
• Check/Money Order refunds will be issued within 10 business days of processing the return.
• Fill out the Returns Form completely.
• To return Drew® shoes, fill out the Drew Return Form completely.
• Carefully repackage the merchandise and be certain to include the return form.
• If your package was damaged in transit, save the original packaging and contact our Customer Service Department immediately.
• The best method for returning the package to us is outlined below:
RETURNING YOUR PACKAGE USING THE PREPAID SMARTLABEL®
Most of our shipments include a postage-paid pre-addressed SmartLabel® for your convenience. To use the optional SmartLabel® service, simply affix the label to your return package. This label doesn't require any out-of-pocket money or insurance. Your package can now be inserted into the U.S. Mail at home, your office or any Post Office. The purchase price of the merchandise will be credited back to your original method of payment and a flat fee, which is listed on the front of this form will be deducted for the use of the SmartLabel®.
Please note: If you use the SmartLabel® for an item exchange, you will need to include payment for SmartLabel®service by check, money order or authorize us to bill your credit card.
RETURNING YOUR PACKAGE USING THE CARRIER OF YOUR CHOICE
In some cases, a pre-addressed Return Label has been printed on the opposite side of this form. If you live outside the contiguous 48 states, have an APO/FPO address or prefer to pay your own shipping, you can use this label and send your return package to the address below. We recommend you use a traceable form of delivery and insure your package for your protection. We cannot accept package shipped C.O.D.
Returns sent without using a SmartLabel® should be directed to:
5581 Hudson Industrial Pkwy
Hudson, OH 44236
STANDARD DELIVERY USA
We use FedEx Ground, UPS Ground and the U.S. Postal Service to ship most orders. Standard delivery fees for shipping and processing are located on the order form. Allow 6-9 business days from receipt of order for delivery. If there is any delay, you will be notified. Items (most shoe orders) that are shipped directly from our vendor may take 4-6 weeks. Please supply a street address for delivery. PO, APO, FPO addresses contact Customer Service.
DELIVERY OF LARGE OR HEAVY ITEMS - USA
Because some items require special packaging or processing to protect against damage, additional costs are incurred. This amount appears in (parentheses) after the retail price and should be added to the standard shipping and processing fee or you will be notified by Customer Service. U.S. territories, Alaska & Hawaii, please contact Customer Service. Restrictions may apply. Delivery to street address in U.S.A. only.
OTHER INTERNATIONAL DESTINATIONS
We regret at this time we can only ship to the U.S.A.
RUSH, 2-DAY OR OVERNIGHT AIR DELIVERY TO 48 MAINLAND STATES
Available to 48 Mainland states for most in-stock items. Add fees to standard shipping and processing for each address. See table above for pricing for express services.
COLORADO & OKLAHOMA SALES TAX:
For those customers purchasing from Support Plus and shipping to Colorado or Oklahoma:
Colorado and Oklahoma require the purchaser of tangible goods to file a sales or use tax return when the retailer does not collect sales tax.
Upon receipt, your check may be converted into an electronic debit and processed according to Federal Reserve rules. Receipt of the check will be deemed to be your authorization for an Automated Clearing House debit entry to your account, which likely will be posted to your account the following day. If your check is dishonored or returned for any reason, we will electronically debit your account for the amount of the check plus a legal limit of a processing fee as per state law.
Although we do our best to communicate our inventory availability during your shopping experience, there may be some instances where as the order is being processed, we may need to adjust the status of your order. In some cases, we may need to cancel items from your order if they are discontinued and we have none in stock to ship. We apologize for any inconvenience this may cause you. Please know we are constantly working to improve our website functionality. We thank you for your business.
Descriptive, typographic and photographic errors are subject to correction. References to previous prices are prices at which the merchandise either originally or most recently was offered for sale in our catalogs or websites. Such prices were in effect, unless marked, during a period more than 12-months prior to there advertisement here. Intermediate markdowns may have been taken. We reserve the right to correct pricing or printing errors.
Please help us stop waste. If you are receiving more than one copy of this issue, send all back covers and indicate the correct one.
We occasionally make our customer list of names and addresses available to carefully screened mail order companies whose products might be of interest to you. If you prefer not to receive such mailings, please copy your mailing label exactly and mail to:
5581 Hudson Industrial Parkway
PO Box 2599
Hudson, OH 44236-0099
United States of America
Ordering (24 hrs.): Order toll free 1-844-276-2020
Customer Service: 1-866-553-8875
To Discuss your Order: Please call 1-866-553-8875 to speak with Customer Service.
Outside the USA, please contact our Customer Service Staff at 1-330-650-5000 (8:30 a.m. to 10:00 p.m. ET, Monday through Friday).