Frequently Asked Questions

Q How long does it take for my order to ship?

We do our best to ship your order within 24 hours of receipt on business days, barring major holidays (M-F).  If an item is not in stock, we will notify you.  If you need an shipped item sooner, please call us as (800)933-5656, or contact us via email.  We will do our best to accomodate you. The cutoff time for same day shipping is noon Eastern time.  
 

Q How can I track my order?

We will email you the UPS tracking number for orders that ship from our Ohio or Georgia warehouses.  You can track those orders online here. We are not always able to get tracking for orders that are drop shipped from our manufacturers.  However, if you have not received your items within 10 working days, please call us at (800)933-5656, or contact us via email.

Q What if my order is damaged?

If your order arrives in a damaged package, do not accept the package, or be sure to notify the carrier within 48 hours of receipt. Save all your package materials and papers to support your claim. You have the right to refuse receipt of visibly damaged items.  Click here for the UPS Claims Website.

Freight is FOB from package origin.  We are not responsible for damage caused by the carrier.

Q What if I ordered the wrong thing?

We will gladly make an exchange, or refund any item purchased directly from our online store (at www.ciinfo.org/store) for a period of 15 days from the original date of shipment. Product must be returned in NEW condition, in the original packaging, including any documentation and accessories. Product not returned in this manner, or products that have been damaged are not eligible for refunds or exchanges. Refunds will be made for the product amount only* (shipping charges are not refundable) using the original payment method. Please allow 2-3 weeks for your return to be processed. To exchange a product or return an item for refund please call 800.933.5656 or contact us and we will provide return authorization instructions.  For items damaged in transit please contact us within 48 hours of receipt of the package at 800.933.5656 or contact us.  Due to Federal shipping rules, Haz-Mat items cannot be returned.  A restocking fee of 20% is applied to all returns.

Q What is a Haz-Mat fee?

Due to Federal shipping guidelines/restrictions, any items that are classified as "hazardous materials" require special handling, which incurs a separate shipping charge called a Haz-Mat fee.  The UPS current rate is $25 per package.  For example, any 600 or higher Foam Tanks consist of two tanks, so two Haz-Mat fees would apply if shipped via UPS.  All Haz-Mat items must ship Ground.

Q Do you charge State Sales Tax?

Sales tax is currently due when shipping to the following states:
TX, OH, WA, FL
Customers in all other states are responsible for their own state sales tax.

For TX, WA, OH and FL Customers only:
Please note, due to state tax regulations, tax is also charged on shipping.
If you have a resale certificate on file with us please make note during your order where directed.  If not, sales tax is charged automatically.  Please fax or email a copy of the exempt certificate to us at (972)929-8747 or email here and we will then remove the tax from the order.  Per WA state tax codes, "resale" is defined as items that are left in a customer's home, such as Crawlspace Liner, Chimney Balloons and Radiant Barrier.  Please contact us if you have any questions.

Q Why are my shipping charges so high?  I only ordered a couple of small items!

Shipping charges in the on-line store are based on items being shipped individually. If ordering multiple items which can be packed together we will credit any savings from lower shipping costs and advise you.  If paying by a credit card, allow 3 business days for a credit to be issued to your account.