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FAQ

Your quick guide to the most common questions about our products, company, and processes;

By Phone
We want to hear from you! The fastest way to contact us is by phone. Call (770) 904-1793 to talk with someone about your questions, concerns, and for process updates. You can reach us from 8 am-6 pm EST Monday-Friday, excluding federal holidays.

By Email
You can send us a message on our contact us page. Please allow 1 business day for us to reply. If you need to cancel an order or have another time-sensitive question, please call us.

By Chat
You can also chat with our team when the “chat with us chat” button is available on the bottom right-hand corner of your screen. We're available 8 am-6 pm EST Monday-Friday, excluding federal holidays.

ORDERING

Please contact us as soon as possible so we can change your email address. We can change your email address, name, and address but we cannot change your order after it has shipped.


We accept all major credit and debit cards (VISA, Mastercard, AMEX). We do not accept personal checks, money orders, direct bank transfers or cash on delivery.

When purchasing online using your credit card, all of your information is entered into an SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.

Changing Order

Due to our fast processing times, it might not be possible for us to change your order. For the best chance of changing your order, reach out to us by phone (not email or chat) as soon as possible after creating the order.

Order Cancellation before Shipment:

If you need to cancel your order, you must cancel within 24 hours to receive a full refund.

Contact us via orders@buystrom.com to have your order cancelled immediately. Please provide the order details, including order number, receiver's name and/or email address. Your refund will be processed and a credit will automatically be applied to the original method of payment within 3 business days.

Order Cancellation after Shipment:

If you need to cancel after 24 hours of the order and before the item is delivered, you will receive a full refund minus a flat recall fee of $17.6. Cancellations after shipment is only valid to UPS ground delivery service and FedEx. Any Items delivered by truck, UPS surepost or USPS cannot be recalled.

All cancelled orders must rejected at delivery. After receiving your returned item, the full refund minus a flat recall fee will be credited back to your original payment within 3-5 business days.

Please note that we may have to follow the normal refund time frame, even for cancelled orders.

TAXES

No sales tax will be charged on all deliveries in the contiguous US, except for the State of California.

The California state sales tax rate is 7.25%. This rate is made up of a base rate of 6%, plus California adds a mandatory local rate of 1.25% that goes directly to city and county tax officials. Depending on local sales tax jurisdictions, the total tax rate can be as high as 10.25%.
No sales tax on any delivery outside the State of California.

SHIPPING

If your item is in stock, your order is estimated to ship on the next business day. All estimates are based on business days.

Most ordered items will usually be shipped out within 48 Hours after we received payment. If you have ordered multiple items with different delivery destinations, you may receive separate order shipments.

After Shipment, delivery will typically take 3 to 5 days, depending on your destination and the shipping carrier.

We take every reasonable precaution to ensure that products are not damaged, If the item is damaged in transit, please immediately contact us at service@buystrom.com within 3 business days after receiving shipping. Note any visible damages and be as specific as possible as this will assist us in processing your damage claim with the delivering carrier.

Please be advised that in very few instances, we can change your shipping address within the next 3-4 hours of your order. However, any longer than that, your shipping address cannot be revised after the order has been processed or shipped. Contact us at support@buystrom.com for further help.

We process and ship most of our orders within 48 hours after order has been placed on our website. Delivery time is usually between 3-5 business days after shipping. Due to high demand, our carrier may take longer than the estimated delivery time to deliver our items to you. Additional delays may occur due to weather conditions and holidays.


We will email your tracking information as soon as your order has shipped. Usually, you will receive the tracking number the same day we ship your order, which is usually within 48 hours after you place your order.

If something is still missing, please contact us immediately at orders@buystrom.com or by live chat.


RETURNS

If you are not happy with your purchase and wish to return an item, please contact us within 90 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions immediately.

All return shipping fees are the responsibility of the customer, except in the case's described below;

Defective Item:

If you feel you have received a faulty or defective product.

Received the Wrong Item:

We follow careful order picking procedures to ensure every item in your order is correct, but occasionally we do make mistakes. We will, upon your request, send you the correct item or issue the full refund.

Item Damaged during Transit:

In the unlikely event your item arrives to you in less than perfect condition, please reject the delivery immediately and get in touch with us and we will work with the shipping company and expedite your new replacement order. 

Missing or Lost Item:

If you suspect your package is missing or lost, please email our customer service team at service@buystrom.com with the order number as well as the tracking number so that we can initiate a lost package claim. This claim will help in the recovery of your missing or lost package. Process will take 7 days until a formal confirmation can be received from the shipping company.

 Please see our returns and refunds policy for more details- at https://buystrom.com/policies/refund-policy

Please contact us immediately, or at least within 3 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

All refunds will be credited to your original form of payment. If you paid by credit, refunds will be sent to the card-issuing bank within 3-5 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

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