Shopping - Frequently Asked Questions
Q: Is there a catalog available?
Yes, we do have a catalog, or product listing available for download in a pdf format. With the use of Acrobat Reader (program is free and a link is available on our download page), the catalog may be viewed off-line on a computer, or printed for easy reference. Our web site will always have the most up to date information and since everything is subject to change, we recommend calling or checking our web site to verify any important information or pricing. If you would like to download a copy, visit our Catalog Page
Q: Will my transaction be safe?
Yes, your order will be placed through a secure server to insure your privacy. There is no information stored on our site and we do no sell, share or give out your information. For more on this, please see our Privacy Statement. Our terms are prepaid unless previous arrangements have been made.
Q: How are shipping charges calculated?
Shipping charges vary according to product weight, type and destination. Because
it is based on actual charges from the carrier (i.e. UPS), the shipping charges cannot
be calculated until your order is boxed and weighed and will then be added to your invoice. Please understand that
UPS and other services do charge an additional fee for residential deliveries, even if you operate
a business from your home. We apologize for any inconvenience, but have no control
over carrier policies. UPS fuel surcharges vary and are adjusted monthy. More information can be found at www.ups.com.
Most products are shipped via UPS because they offer package insurance and excellent tracking software. Standard delivery domestically is by UPS Ground unless a faster service is requested. A nominal handling fee of $2.00 is added to the shipping charges to help offset packaging and shipping expenses so that we may keep our unit prices as low as possible and not require minimum quantities. International shipping through the Postal Service is $3.00 due to extra steps involved. Additional surcharges may apply to certain international shipments. We appreciate everyone's understanding. If you would like to know the shipping charges before we charge your card, you may contact us by phone, e-mail or add a note in the special instructions portion of the order form.
Q: Do you ship internationally?
While we do offer our products worldwide, shipping can often be a problematic and costly factor in orders shipped overseas. Our preference is to ship by UPS or another self-contained worldwide service as they do offer insurance and tracking capabilities. There are less expensive options through our US Postal Service, however they do not offer tracking and shipments often take longer than the specified times. If insurance is available through them (and it is not to all locations), claims for lost or delayed merchandise can not be filed for at least 30 days if going out of the country. For that reason, we ask that those who choose this option of shipping, not hold us responsible for delays which are out of our control. We are happy to file claims if necessary, but goods can not be replaced until a settlement has been reached. We apologize for this inconvenience, but the alternative is to utilize the services that will handle the complete delivery themselves, such as UPS.
We are unable to ship international credit card orders to addresses other than the billing address on the account. Please understand that due to extra steps in verification, there may be an extra delay in processing of international orders. Again, a nominal handling charge will be added to help offset packaging and shipping expenses as well as additional paperwork preparation for exports. We appreciate everyone's understanding.
Please note that there are countries where information is difficult to verify or nonexistent. We respectfully reserve the right to not process orders that do not pass certain verification requirements. We also do not ship to any countries listed on the U.S. DOT sanction list. We apologize for any inconvenience.
Q: How long will it take to receive my order?
The standard shipping time for orders shipped via UPS ground is 2-7 business
days depending on your location in relation to Florida. All orders are shipped
within 24 hours of receipt with the exception of backordered items and certain international orders.
Q: Can I have an order shipped to my P.O. Box?
No. The vast majority of our merchandise is shipped via UPS, and a valid street address is needed to ensure proper delivery. We also cannot deliver to A.P.O., F.P.O. or certain foreign addresses (see international shipping below for more information).
Q: Can I ship my order to a different address?
Yes, but for your protection we need to verify your information. Remember to use a street address, not a Post Office Box, for any shipping address. International credit card orders must be shipped to the billing address (see below for more information on international orders).
Q: Why do you require an e-mail address?
Besides a method of reaching you if phone contact does not work, we have UPS and USPS automatically e-mail you your delivery and tracking information. We also send a copy of your invoice to the e-mail address on file for your records. If you have filters set up, your invoices or other correspondence will come from paramountservices.com and our mailing list comes from PSI@Dye-Sublimation-Products.com so you may adjust your filters accordingly. If you should change addresses, we do appreciate a notification so that we may keep our records up to date. We do not sell any addresses or use them for any purposes other than our own. For more information on this, please see our Privacy Statement.
Q: I e-mailed customer service, why didn't I receive a response?
We pride ourselves on answering all e-mails that we receive and usually within 24 hours (weekends excepted). If you did not receive a reply, either we did not receive your original e-mail (please double check the address you sent it to and re-send it), or our reply has been filtered in your e-mail program. Invoices or other correspondence will come from paramountservices.com and our mailing list comes from PSI@Dye-Sublimation-Products.com so you may adjust your filters accordingly.
Q: Which credit cards do you accept?
At this time, Visa, Mastercard and American Express are accepted, as well as debit cards which bear the Visa or Mastercard logo. We also accept payments through PayPal if someone requests. Please understand it will add a slight delay in your order being shipped and is not available everywhere. Credit card orders from certain countries can not be processed. See the section on international orders below for more information.
Q: How do you handle out of stock items?
We make every attempt to keep our web site up to date with notices of out of stock items, especially for any extended periods. Partial fills will be shipped with notations on your invoice that the balance is out of stock. We do not automatically back-order anything unless requested to do so. Items not shipped will have to be re-ordered at a later time. If we are out of stock when your order comes through, we will notify you by telephone or e-mail with any and all options available.
Q: Can I cancel my order?
Yes, you can, as long as the item has not been imprinted or special ordered. On special order items we will attempt to cancel the order with our supplier, but cannot guarantee that the cancellation will be possible.
Q: I canceled my order but I haven't received a credit yet. How long do credits take?
We submit all requests for credits within 24 hours of receipt, however, it may take 7-10 business days for you to receive your credit depending on the issuing bank. You should see this on your next credit card statement or the following one, depending on where you are in your billing cycle.
Q: Can I return an item that is damaged, defective?
We ask that you inspect your order upon arrival, if there is any shipping damage you must note that with the carrier immediately. Everything we sell is inspected for defects before it leaves, but if you find a defective item we ask that you notify us as soon as possible. A Return Merchandise Authorization number (RMA#) will be issued if necessary. We will replace the item or provide a credit for the full merchandise amount.
Merchandise returned without authorization will be refused, and the carrier will charge you freight in both directions. To avoid a restocking charge, please return your merchandise in the original box, and packing materials, including all accessories, if any. The value of missing accessories will be deducted from the credit amount of a return. Special order merchandise is not returnable. Merchandise other than defective or damaged, if approved for return, is subject to a restocking charge that will be deducted from your credit. Shipping charges are not refundable.
Q: Why was I charged sales tax on my purchase?
State tax is applied to an item if you are in the state of Florida. If you are a Florida State reseller you must have a Resale Certificate on file with us in order to purchase tax free. We are required by the state to collect tax if we do not have the proper documentation. Copies may be faxed prior to the order being processed. Call for more information.