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FAQ

FAQ

ORDER STATUS FAQ

MY ACCOUNT FAQ

COMMITMENT TO OUR CUSTOMERS FAQ

PRICING AND BILLING FAQS

BUYER'S GUIDE FAQ

ADDITIONAL SUPPORT FAQS

 

ORDER STATUS

Has my order shipped?

Click the "My Account" link at the top left hand side of our site.  Then click “View Order Status” to check your orders status.

How do I ask questions or make comments about my order?

Click the "My Account" link at the top left hand side of our site.  Then click “View Messages”.  This page will allow you to send us a message regarding a specific order.  You can also add comments or questions during checkout, at the payment confirmation page.

General questions? Call us at 407.722.8700 or toll free at 866.532.8324.  You can also email us through the contact page or directly at info@roederindustries.com.

How do I edit my order?

Need to edit your order?  Call us right away and have your order number handy.

Please note that once an order has begun processing and/or has shipped, the order is no longer editable.

How do I do a reorder?

Click the "My Account" link at the top left hand side of our site.  Then click “View Order Status” or “Completed” to view your current or past orders.  Click ReOrder on the right hand side of any order. You can also click, “View Order Details”, and click reorder at the bottom right.

How do I track my order?

Click the "My Account" link at the top left hand side of our site.  Then click “View Order Status” to check your orders status and see any applicable available tracking information.

My order never arrived.

Click the "My Account" link at the top left hand side of our site.  Then click “View Order Status” to track your order status. Be sure that all of the items in your order have shipped already. If your order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact us for assistance. You can reach us at 407.722.8700 or toll free at 866.532.8324.

An item is missing from my shipment.

Dependent on order size, we sometimes ship in multiple packages. To check on the status of your shipments packages, click the "My Account" link at the top left hand side of our site.  Then click “View Order Status” to check status. Be sure that all of the items in your order have shipped already. If your order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service at 407.722.8700 or toll free at 866.532.8324.

What does Partially Shipped mean?

When your entire order cannot be shipped at one time, we try to accommodate your needs by shipping out available products separate than those holding up the order.  When this happens, your order status will change to partially shipped. You can see which items were included and receive tracking information by checking on your order details.

Where will my product Ship from?

Your orders will typically ship from our Orlando location to your shipping address.  In the event that a drop ship item is ordered, you should be notified by phone that your order will be drop shipped and will be provided the approximate expected delivery date.

When will my backorder arrive?

We are frequently ordering supplies from all of our vendors.  An estimated turnaround time is located within the product page, however, if you have a specific question or need more details, please give us a call and we’d be happy to help.

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MY ACCOUNT

How do I create an account?

1) Click the "Sign In or Create An Account" link at the top left side of our site.

2) Click “Create Account” under the Create a New Account Header

3) Enter in your information (anything denoted with a * is required) and click “Create Account” at the bottom of the page.

We will confirm your account within 48 hours and ensure we have all required information and your account is merging with our inhouse software.

Your information is NEVER sold to any other company and is kept completely private.

Please view our Privacy Policy for more information.

How do I edit my account information?

Click the "My Account" link at the top left hand side of our site.  You can visit “Your Address Book” to update shipping and billing addresses or “Your Account Details” to update your contact details, email address and/or change your password.

How much is my shipping?

 Shipping is automatically estimated prior to submitting your payment information.  Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices.  We double check your shipping rates prior to finalizing the charge on your card.  Should something change, we will give you a call to confirm.

I forgot my password.

 Click the "My Account" link at the top left hand side of our site. Under the login box you'll see a link that says "Forgot your password?". Enter the email associated with your account and you will receive an email prompting you to change your password.

How do I return my product?

Please see our Returns and Shipping page for complete details regarding our return policy.

I received the wrong product.

If you feel that you have received the wrong product, please contact customer service within 72 hours of receiving the product and one of our representatives will make it right.

What is your return policy?

Please see our Returns and Shipping page for complete details regarding our return policy.

When will my order ship?

Please see each individual item page for more information on the availability of each item. Also, after placing your order, you may click the "My Account" link at the top left hand side of our site to track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of shipment.

What are my payment choices?

We accept Visa, MasterCard, Discover, American Express, and PayPal as payment options. Please note that we will not ship your order until we receive payment from you.  We also offer term accounts to applicable clients.  Contact us today to find out more about the application process.

When will my order ship?

Most orders ship same day when ordered before 2 pm EST, but certain items are drop-shipped from our various suppliers and have a longer lead time. All dropship items will have an estimated lead time listed near the add to cart button on the product page.

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COMMITMENT TO OUR CUSTOMERS

Fair Pricing

It is our commitment to provide you with the best value, at a fair price. We value your business and strive to not only bring you the best products on the market but to be a valuable asset and knowledge base.

Privacy Policy

We value your privacy. Please view our Privacy Policy for complete details on how we use the information we collect.

Security

This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security.

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PRICING AND BILLING

Do I have to pay sales tax?

You only have to pay sales tax if you are located in the same state as our warehouse. Our warehouse is located in Florida, so if your items are being shipped or delivered to a Florida address, sales tax will be applied to the order on applicable taxable items.

I have a question on my charges.

Click the "My Account" link at the top left hand side of our site and then click
“View Order Status” to review your orders. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact customer service for further assistance. You can reach us at 407.722.8700 or toll free at 866.532.8324.

I need a copy of my receipt/invoice.

You can view your order totals by clicking the “My Account” link at the top left hand side of our site and then clicking “View Order Status” and click “View Order Details” on any order.  Should you need a formal invoice printout, please don’t hesitate to contact us directly.

When will my credit appear on my account?

Credits usually take 7-10 business days from the time we receive your item(s).

When will my credit card be charged?

Your credit card payment will be authorized when the order is placed, and typically captured within 24-72 hours of placing the order.

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BUYER'S GUIDE

How do I find my product?

To find the product(s) you're looking for, you may (1) use the category selection on the left hand side of the site; (2) type a keyword into the SEARCH box. If you have any trouble locating a product, feel free to contact customer service for assistance. You can reach us at 407.722.8700 or toll free at 866.532.8324.

How do I navigate the site?

To navigate this website, simply click on a category you might be interested in. Categories are located on the left of our website. You may also type a keyword into the SEARCH box at the top right of our website to quickly find a specific product. If you have any trouble locating a product, feel free to contact customer service for assistance. You can reach us at 407.722.8700 or toll free at 866.532.8324.

How do I use a coupon or promo code?

After adding items to your cart, click the "View Cart" link at the top of this site to view your cart. At the bottom of the shopping cart you'll see a box where you may enter your coupon code.

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ADDITIONAL SUPPORT

How do I contact you?

Please click here for our company contact information and hours. You can reach us at 407.722.8700 or toll free at 866.532.8324.

What are Showroom or Pickup Hours?

Office and/or pickup hours are Monday through Friday, 9am - 5pm local business time.

My company has a reseller ID and is tax exempt.  How do I avoid sales tax showing up for my purchases online?

If you are a tax exempt customer you are required to submit a copy of your annual resale certificate (this form must be signed and mailed).  Once received, your account will be marked as tax exempt and you will no longer be charged sales tax.  We will cross reference your taxing status for our inhouse and online software.  Should you have any questions regarding this, please feel free to contact us.

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