1. Where do I get tracking information for my order?
We will automatically send tracking number(s) to you by e-email after your order has been shipped out; you can track the status of your shipment by going to FedEx.com, USPS.com, or Globegistics websites. Please note that certain deliveries may require a signature (based on package value). If your delivery requires a signature upon receipt, it will state this in the official carrier tracking web page for the package(s) on the way to you.
2. Why is my tracking number (domestic destinations) not working?
Once an order ships it can take 24-72 hours before your tracking number becomes valid and your merchandise can be tracked. Please allow up to three business days after your order has shipped for USPS to update their site. Sometimes tracking information isn't available right away due to either the timing of USPS or FedEx tracking-database updates or because of the carrier's tracking system - unfortunately we do not have control over this. A package may not be scanned for the first time until it arrives at a regional hub near its final destination. Until this first scan, the carrier may not acknowledge receipt of your package. The first scan of your package may not happen until the package is ready to go out for delivery. For the most up-to-date info, you can take the tracking number to YOUR LOCAL post office and ask the front desk clerk for more information because they can check for more details with their system directly.
3. Why is my tracking number (foreign destinations) not working?
Once an order ships it can take 2-10 days before your tracking number becomes valid and your merchandise can be tracked. Depending on the destination, sometimes tracking information will not be available until the package arrives at a regional hub near its final destination. Until this first scan, the carrier may not acknowledge receipt of your package. The first scan of your package may not happen until the package is ready to go out for delivery. Unfortunately we do not have control over this. For the most up-to-date info, you can take the tracking number to YOUR LOCAL post office and ask the front desk clerk for more information because they can check for more details with their system directly.
ACCEPTED FORMS OF PAYMENT
4. How can I pay for my order?
Please note that all prices are listed in United States Dollars (USD). Prices do not include tax (CA residents only). Prices for international orders will be based on the current conversion rates at the time the order is placed. Foreign import taxes or duties are not included.
A. CREDIT CARD: Integy Inc. accepts Visa and Master Card as payment. When using your credit card, please provide your credit card billing address if different from the shipping address and daytime phone numbers. If the billing address or security code does not match that which is on file at the financial institution or if authorization is not given for any reason, we reserve the right to cancel the order without notification. If the shipping and billing addresses do not match, your order may be delayed for confirmation. For more info, see #28, below.
B. PAYPAL: Integy Inc. accepts PayPal or Credit Card through PayPal as payment. All prices are in United States Dollars (USD). Please note that in the event of unsuccessful credit card transaction, you may receive a PAYPAL request for the order amount; you can pay through PayPal using your PayPal account, or you can use a different credit card through PayPal (no PayPal account required) to pay the order balance. Per the PAYPAL Protection Policy, all orders paid with PAYPAL will be shipped to the PAYPAL CONFIRMED ADDRESS. We are not responsible for wrong shipping addresses found to be entered by the buyer at the time of purchase; we will only ship to the address entered into the "Billing/Shipping" address box for each order by the customer, or the PAYPAL confirmed address only (if order is paid by PAYPAL). For more info, see #29, below.
C. CHECK/MONEY ORDER: If paying by personal check, we attempt to bank-approve personal checks for immediate shipment. All prices are in United States Dollars (USD). However, since this option varies between financial institutions this may not always be possible and we may have to hold your order for up to 21 business days. To ensure that your order is shipped as quickly as possible, please send a Postal money order, or use your credit card. Customers whose checks are returned to us because of non-sufficient funds will be charged $25.00 for handling in addition to the amount of the check. If it becomes necessary for us to use an attorney or collection agency, you will be responsible for all collection fees.
D. PRE-PAID CREDIT/DEBIT CARDS: If paying by a pre-paid credit card/gift card, your order will be delayed pending manual verification. This is because with pre-paid/gift cards, there is no attached address to the card for us to use for anti-fraud purposes. We strongly suggest that our customers use a regular credit card or a verified PayPal account to pay for orders.
E. WIRE TRANSFER: We occasionally accept wire transfer for payment, based on the size of the order and location of destination. Wire transfers are not accepted for small-volume orders. To inquire about this option, please contact us first. Special orders like this require verification of stock availability and shipping restrictions as well other verification factors before any money is transferred. All wire transfer orders will incur a non-refundable $25 service fee by Integy Inc. in addition to any fees your bank may charge you.
5. When will I get an order confirmation / payment confirmation?
A. PAYMENT CONFIRMATION: If paying with credit card, you can confirm your payment through your credit card statement. If paying through PayPal, you can print a receipt through your PayPal account.
B. ORDER CONFIRMATION: Your order confirmation, order invoice, and package tracking information will be sent to your email address on file AFTER your order is packaged and ready to ship out. You may not get a confirmation earlier than this point unless there are special circumstances before shipping that need to be addressed (order questions, changes, etc.)
6. I forgot to add my discount code or coupon to my order, can I add it after the order is placed?
Sorry but we cannot retroactively apply a discount code/coupon code after an order is placed.
ORDER PROCESSING, SHIPPING & HANDLING
7. How long will it take to process my order?
ALL SHIPPING DATES SHOWN IN THE SHOPPING CART ARE ESTIMATES ONLY! Packages are usually processed and mailed out close to the estimated ship out date provided during online checkout. Delays may occur if all or portions of the order are out of stock, or if the order was placed over the weekend or on a holiday; please make your arrangements accordingly.
Most orders will take 1-3 business days to process depending on order size, product stock and availability. Orders placed on Fridays, weekends, on holidays, or after 12:00pm (PST) do not begin processing until the next business day. Actual order processing time is dependent on order size, product stock and availability, method of shipment, and volume of demand (usually highest during holiday season). WE PROCESS EACH ORDER SEPARATELY - multiple orders from the same customer will not be combined, please order everything at once if you want a single shipment.
Note that the shipping method selected does not reduce processing time. In other words, if you select “2-day shipping" you are paying for expedited shipping - not expedited order processing. The actual shipping time begins AFTER your order is done processing – it does not mean that you will receive the shipment in 2 days after you place the order.
8. How much will shipping cost?
Shipping and handling charges are calculated based on the actual shipment weight and/or packaging dimensions plus any handling fees; shipping is not calculated strictly based on value. USPS Canada, 2nd Day Air and International orders outside of the United States are charged under different rates. Integy reserves the right to select the carrier of our choice; we cannot accommodate requests for preferred shippers other than what is offered in our web store.
9. What shipping services do you use (Domestic)?
For a majority of orders, we ship via United States Postal Service (USPS). Larger or bulky orders most likely ship via FedEx. All domestic shipping includes tracking.
10. When will my order be shipped and delivered?
When you receive an email with tracking number and invoice, please note that this means the shipping label has been created, placed on the package, and is ready for shipping; this does not confirm that the package has been picked up by the shipping service. Orders are processed between 8am-5pm PST, however there is only one shipping pickup per day. If your order completes processing after the pickup cut-off time, it will not actually ship until the following pickup day. Pickups for shipping are at 3pm PST, on weekdays only.
Once the order has shipped, please allow the carrier a reasonable time frame for tracking purposes and actual delivery. Most domestic orders using standard ground shipping will arrive to your doorstep in 3 to 8 business days; however International orders can take anywhere from 5 to 60 business days, depending on shipping method and reliability of the destination postal courier. Integy Inc. reserves the right to request a signature for proof of delivery. We cannot demand a shipment carrier to leave a package. You may contact the carrier for instructions on available options.
We are not responsible for any delays in the delivery of orders once we hand the package to the shipper. Once the package is marked as delivered by our carrier, we are not responsible for any misplaced, theft or damage to the merchandise. You must file a report with the shipping service if a package is marked as delivered but you do not have possession of it.
ORDER CANCELLATIONS & REFUNDS
11. Can I cancel my order (Customer Requested)?
Once an order has begun processing it can no longer be cancelled or modified, for security and anti-fraud purposes. If you made a mistake ordering, you have 30 days to return the item(s) for a refund; please go to our Return & Exchanges page for more information.
12. Why was my order cancelled?
If an order is auto-cancelled, it can be because of one of the following reasons:
A. Paypal orders only - No payment received
For orders where "Paypal" was selected as the form of payment, the payment process through Paypal was either denied or not completed, so no payment was received or processed. Please check your Paypal account for payment status; If your order was cancelled but you have a confirmation through your Paypal account that a payment was successfully made, please contact us for further assistance through our Get Help/Contact page.
B. Credit Card orders only - No payment received / credit card denied
For orders where "Credit Card" was selected as the form of payment, the payment process through your credit card bank was either denied or not completed, so no payment was received or processed. We do not deny any credit card charges; when your order is placed the system attempts to charge your credit card. It is your credit card bank that decides to allow or deny the charge(s). We are not told the specific reason for the denied charge. Reasons for denial may include incorrect verification information (i.e. different address entered), anti-fraud or unauthorized purchase protection, insufficient funds, etc. Please contact the bank that issued your credit card for more information and possible solutions.
C. Order was made for all Back-ordered items
We do not accept orders where every item in the order is out of stock. You must place an order with at least one item in stock for it to go through.
D. Order details were incomplete when placed
This means we did not get complete information for the order. It can be something like missing address information, or if the transmission of the order was incomplete (Internet issue).In these events, the only solution is to place a new order after confirming the first order was cancelled.
E. One item ordered, recently sold out
This rarely happens, but in some cases an order might be placed for an item that is already sold out, but our system inventory has not updated the quantities yet. In other words, the order was placed after we sold the last one but before our inventory was updated.
F. Anti-fraud or Suspicious Activity orders
We reserve the right to cancel any suspect orders without notification at our discretion.
G. Back order 30-day Grace Period Expired
If a back order cannot be fulfilled within 30 days after the order was placed, the back ordered item is cancelled from the order automatically (see #14-19, below.)
13. When do I get my refund?
Please allow 3-10 business days for a refund to be issued. Your refund will be sent through the original method of payment; If we cannot refund through the original form of payment (for example, Paypal payments have a window for refunds), then the refund will be in the form of a store credit. No cash refunds.
OUT OF STOCK / BACKORDERS
14. What if I ordered an item that is out of stock? How long do I have to wait for back ordered items?
All products show a stock status on the product page. If you place an order that includes out of stock items, the shopping cart will tell you that ordering an out of stock item ("back order") is not a guarantee that we can fill the back order at a later date, but we will contact the factory and try our best to get the special ordered items. There will be a 30-day grace period for all back ordered items. If we get a restock of the back ordered item within 30 days of your order, you will get a notification from us stating that we are sending the item to you. If we do not get a restock after 30 days, the system will automatically remove that item from your order.
15. Do I get charged for back ordered items?
We do not charge the customer for any back ordered item; we will only charge your payment method for the items that are in stock and ready to ship you.
16. When will I know if an item is back in stock? Can I get a notification?
Our website will show the current status of any item; thus, if the item shows "in stock" on our website, that means that we have the item in the warehouse. We do not do restock notifications.
17. What if I ordered an item that is out of stock, and the restock date changed?
Restock availability is based on production schedules at the factory. When these schedules change, the "estimated restock dates" will reflect the delays. If the estimated restock date changes, any current back orders will not be extended; in other words, your back order status is only valid for 30 days from the date of order - regardless of any changes in restock date. Unfortunately we do not have control over production schedules, so we understand any inconvenience if a back ordered item is pushed back from the original estimated restock date.
18. Can I place an order that consists of just out of stock items?
Our ordering system does not allow you to place an order that has no items in stock and available to ship. An order must have at least 1 (one) item on the order that is in stock for the order to be accepted and processed. If the order includes an out-of-stock item, that out-of-stock item is subject to our Back Order 30-day grace period for availability.
19. Is there extra shipping charges for back ordered items?
Back ordered items will be charged and shipped as they arrive from the factory to our warehouse; there may be multiple shipments for back-ordered items in order to fulfill your order if you chose to include back-ordered items in your shopping cart. The actual shipping charges for restocked items will be calculated when the items arrive to our warehouse and are ready for shipping.
ONE-OF-A-KIND, SCRATCH & DENT ITEMS
20. What are "One-of-a-Kind, Scratch & Dent" items?
All "One-Of-A-Kind, Scratch & Dent" listings may include items damaged in shipment, customer returns, one-of-a-kind items, or merchandise slightly used during research and development. Some items may be in brand new condition but have cosmetic packaging damage only, may be used (with estimated age marked), and/or may not include everything in the regular retail package. Once the item listed in this section is out of stock or sold out, it is gone. All "One-Of-A-Kind, Scratch & Dent" listings are sold as-is, and ALL SALES ARE FINAL. Quantities are limited; no returns or exchanges for items in this section.
If you have any questions regarding an item in this section, please go to our Get Help/Contact page to contact Tech Support using our Online Ticket System.
SPECIAL CIRCUMSTANCES (INTERNATIONAL, APO/FPO, ETC.)
21. What shipping services do you use, and what is the shipping rates (International)?
For a majority of international orders, we ship via FedEx International Mail Service (FIMS) or United States Postal Service (USPS), depending on total order size. All international shipping includes tracking. Integy ships out from Walnut, California, USA. In most cases we offer Priority Mail International or FedEx International as the shipping method. You will be charged shipping based on what the service charges us for outgoing delivery.
22. Who is responsible for any extra import taxes, customs fees, etc.?
For foreign orders, the customer will be responsible for any applicable local taxes, duties, additional postal charges, or custom fees, which are levied by the destination post once a shipment reaches your country. Additional charges for customs clearance must be handled by the customer; we have no control over these charges and cannot predict what they may be. Customs and local postal policies vary widely from country to country; you should contact your local customs or postal office for further information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates, this is out of our control.
23. Can you change the pricing or values of my international order?
Please be aware that we do not accept requests to falsify documentation related to the actual contents of an order - and we do not accept requests to devalue any items so that the customer can avoid paying any local taxes, customs charges, or related fees that are required by law in their country. All customs documentation will be completed accurately. Declaring the correct item descriptions/values for your order is not only for our protection but for the customer's protection as well.
24. What if I have an APO/FPO Address?
When requesting orders to ship to an APO or FPO address, your package will ship SAM (space available mail). SAM requires no additional charge and will ship your package from the APO or FPO address via the next available transport. Your APO or FPO station may choose to send your package via a commercial carrier. Integy Inc. has no control over this; however we are obligated to comply with all rules and regulations governing commercial shipping.
25. What if I use an international forwarding / drop shipping service?
If you are using a international forwarding company or a drop shipping service as the shipping destination for your order, we are not responsible for customs paperwork, special invoices, date of origin materials, or lost or damaged merchandise once the package is marked as delivered by our carrier to your forwarding company. You must contact the forwarding company yourself to request a shipping damage claim to be filed. - Please direct your inquiries to the shipping service.
If paying by Credit Card or through PayPal, the address of your forwarding service MUST be attached to the credit card account and/OR a verified PayPal address attached to your PayPal payment.
We do not include customs/international documentation for local shipments sent to U.S. destinations.
26. Can I place a bulk purchase or institutional order?
We do not accept institutional purchase orders at this time (military, government, schools and universities). We cannot accommodate all special shipping requests.
27. What if my order was returned to sender (RTS) and/or refused delivery?
Integy Inc., USPS & FedEx shall not be liable for any interruption of delivery service due to a cause beyond its control, including but not limited to: the absence of a person or the refusal of such person of accepting the delivery of the shipment, demure due to the consignee, force majeure, action of the public authorities con real or apparent authority over the facilities, action or omissions of the public customs authorities or the like, riots, strikes, or other labor disputes, public disturbances, factors that disrupts the air and ground transportation systems such as weather conditions and natural disasters, and an act of God.
If an order is returned to us by the post office for "delivery-related" reasons including:
A. Cannot be Delivered
B. Package Refused
C. Unclaimed Package
We may be able to reship your order to an alternate address or with an alternate shipping method. If we have to ship the same package again due to RTS, the customer will be responsible for shipping charges. If a cancel and refund is desired, the refund will be for the item purchase price, minus shipping, handling, gift packaging, applicable restocking fees and/or any other associated charges. Refunds will be issued to the original form of payment, online discount code, or a combination of both, at our discretion. Refused International packages will affect your return credit. No cash refunds.
INCOMPLETE ORDERS, RESTRICTED ORDERS, ADDRESS MIS-MATCH
28. My credit card billing address is not my shipping address. What should I do?
For credit card orders, the shipping and billing addresses must match or your order may be delayed for confirmation. If you want an order shipped to a different address than your usual billing address, then the shipping address must be attached to your credit card BEFORE you place an order. Please contact the bank that issued your credit card and ask them to add your desired shipping address to the credit card info. There is no charge for this; it just takes a phone call.
We are not responsible for delays due to bank confirmations or address verifications. Please make sure you have up-to-date information in your user account BEFORE you place an order. We do not assume any responsibility for bank fees incurred by using a Debit Card for your purchase and/or return credit.
29. My PayPal account did not have my current shipping address. What should I do?
Per the PAYPAL Protection Policy, all orders paid with PAYPAL will be shipped to the PAYPAL CONFIRMED ADDRESS. Please make sure (prior to placing an order with us) that the PAYPAL confirmed address is up to date and that it is where you can accept shipments. We are not responsible for outdated or incorrect addresses in YOUR PayPal account! You may be referred directly to them to resolve issues with your payment account. All prices are in United States Dollars (USD). To prevent any issues (PayPal only) before ordering, log into PayPal and check that your 'confirmed shipping address' is correct. We will NOT ship to any other address for all orders paid through PayPal.
We are not responsible for wrong shipping addresses found to be entered by the buyer at the time of purchase; we will only ship to the address entered into the "Billing/Shipping" address box for each order by the customer, or the PAYPAL confirmed address only (if order is paid by PAYPAL).
30. What if my credit card bank blocked a payment or did not allow the transaction?
We cannot work out credit card problems with the financial institution; you must settle problems with them and contact us once the problem is resolved. You may be asked for a BANK TRANSACTION CODE for verification purposes; this code exists for every single credit card transaction that is made; you can acquire this code by simply calling your bank – it is not a confidential number, and once again – EVERY credit card transaction has this code. In the event of unsuccessful credit card transaction, our warehouse will send you a PAYPAL request for the amount using your provided e-mail address.
31. Why am I restricted from buying from the Integy Store on eBay?
This is an unfortunate situation but we cannot address any specific eBay restrictions. Possible reason(s) for being restricted from buying from out eBay store can include:
- Buyer has received 2 unpaid item strike(s) within 6 Month(s);
- Buyer has a primary shipping address in a location we do not ship to;
- Buyer has 4 policy violation report(s) within 6 Month(s);
- Buyer has a feedback score of -1 or lower;
- Buyer has multiple individual purchases from same seller in a span of 10 days;
- Buyer has negative seller feedback;
- Buyer has been reported to eBay by a different seller;
- Buyer has an IP address that has been flagged "suspicious" by eBay;
- Buyer has had access restricted by eBay;
- Buyer has no valid PayPal account attached to their eBay user name;
- Buyer's shipping address cannot be confirmed;
- Buyer's eBay account has incomplete contact information;
- Buyer has too many withdrawn bids on their account;
- Buyer has/had Unpaid Item cases;
- Buyer has too many cancelled purchases or item returns;
Please note that although you are restricted from buying on eBay, you can always place an order through our website at www.integy.com. Also, the above reaons may be proactively enforced by eBay's moderators (in other words, they may have reasons for the restriction, not us).
32. What if I’m ordering from a restricted location?
Due to postal difficulties that are beyond our control and/or in order to comply with U.S. Trade Regulations, we are unable to accept orders and/or ship to Afghanistan, Cuba, Iran, Iraq, North Korea, Libya, Serbia, Syria, or Sudan. Also - recently there have been too many shipping issues with packages going to Mexico and certain areas of South America, mainly issues with packages not being scanned correctly, packages not arriving, or packages being delayed at the point of entry for "extra customs fees". Because of these situations that are out of our control, We have to suspend service to those countries until postal reliability can be confirmed.
Any orders from these locations will be automatically cancelled without notification at our discretion. If your location is not available in the shopping cart menu, please contact us for shipment availability for your location.