Find answers to our most commonly asked questions here by clicking on one of the topics below:
HOW ARE YOU ABLE TO OFFER SUCH COMPETITIVE INTERNATIONAL SHIPPING RATES TO THE CONTINENTAL USA?
At Stainless Steel Direct, you benefit from the bulk discounts we receive from international couriers. Over time, we have successfully lowered the shipping costs for our clients, and we constantly seek new ways to reduce shipping costs while improving reliability. Unfortunately, we do not receive the same rate discounts for international destination clients because we send less volume to those ports of entry. This means that until we begin to ship more packages to destinations other than the USA and Canada, those shipping costs will be higher than shipping costs for clients who ship to the continental United States or Canada (higher rates do apply for orders shipped to Hawaii, Puerto Rico, Alaska, US Territories and Canadian Territories).
HOW LONG WILL IT TAKE FOR ME TO RECEIVE MY ORDER?
We use reliable ground service to deliver your order. Typically it will take 3-7 business days for your order to arrive however if you are in need of a faster service please contact us at 1-866-940-5149 or contact us online. We can help you choose a more suitable ground service.
Another factor is the type of product you have ordered. In some cases, particularly with larger or more expensive items, it could take somewhat longer to procure the item and/or prepare it for shipping.
Finally, because some of the items are larger and more expensive that are listed on Stainless Steel Direct, are considered special order items and are not stored in our warehouses in mass quantities, there are some occasions when orders must be specially ordered, and this can present delays in the shipment of an order. In the event that your order must be specially ordered, you will be contacted by Stainless Steel Direct and informed of the nature of the delay and the expected timeframe for shipment of your order.
WILL I BE REQUIRED TO PAY ANY IMPORT TAXES OR DUTIES ON THE ITEMS I ORDER?
Stainless Steel Direct will cover all duties and import taxes for customers in the United States and Canada. Orders being shipped to addresses outside of the United States and Canada may require the recipient to pay duties upon delivery. Customers outside the United States and Canada are encouraged to contact their local courier or customs bureau to inquire about possible import taxes. Stainless Steel Direct cannot be held responsible for duties or taxes imposed by the local government on orders delivered to countries other than the United States and Canada. Please note that while we will declare orders containing a gift message as "Gifts" on the Customs declaration, we cannot honor any requests to alter the declared value for an order.
WILL I BE REQUIRED TO OBTAIN ANY IMPORT PERMITS FOR THE ITEMS I ORDER?
Stainless Steel Direct will take care of all import formalities for customers in the United States and Canada -- the recipient will never be asked to do anything special to receive the package.
Customers outside the United States and Canada are encouraged to contact their local customs bureau to inquire about any special import requirements for the specific commodities being ordered. For all orders being shipped to addresses outside of the United States and Canada it is the customer's sole responsibility to inquire about special import formalities (and any related fees) that may be required to import the goods purchased into the destination country.
WHAT IS YOUR POLICY ON RETURNS AND EXCHANGES?
At Stainless Steel Direct, we want you to be completely satisfied with ever purchase. We believe that foundations are built between our customers and Stainless Steel Direct by providing high quality products and extraordinary customer service and trust. For that reason, we allow customers to return products for any reason within 14 days of receipt. If you would like to exchange one product for another, you will need to follow the return procedures and then submit a new order for the product(s) you would like to purchase. For full details and step-by-step instructions on how to return an item, please see the Stainless Steel Direct return policy section.
WHAT IF I DON'T RECEIVE MY ORDER?
Be sure to indicate the correct shipping address. Stainless Steel Direct is not responsible for items that have not been received due to an incorrect address or change of address. If you have not received your order and would like to check the status, please contact Stainless Steel Direct at 1-866-940-5149 or contact us online and be sure to include your, order number, phone number and email address, (and verify the correct shipping address). A Stainless Steel Direct representative will check our records to determine when your order was processed and shipped.
WHAT IF MY ORDER IS INCOMPLETE?
If you believe part of your order is missing, please contact Stainless Steel Direct immediately at 1-866-940-5149 or contact us online. Be sure to include your shipping address, order number, phone number and email address. If it is determined that your order was incomplete, the missing portion will be sent to you at no additional charge.
WHAT IF MY ORDER ARRIVES DAMAGED?
In the event that all or part of your order should arrive damaged please contact Stainless Steel Direct immediately at 1-866-940-5149 or contact us online. You will need to return the damaged product to Stainless Steel Direct at our expense. Will inspect the damaged parts to ensure you are entitled to a full refund.
WHAT IF I RECEIVE THE INCORRECT MERCHANDISE?
In the event that you receive a product other than the one that you ordered, the correct product will be sent to you at no additional charge. You will need to return the incorrect item at Stainless Steel Direct's expense before the correct item can be sent to you. Please contact Stainless Steel Direct at 1-866-940-5149 or contact us online.
WILL STAINLESS STEEL DIRECT EVER GIVE OUT MY PERSONAL INFORMATION TO THIRD PARTIES?
Stainless Steel Direct respects your privacy and thus will never release any personal information (including your home address, email address, and phone number) to any third party. Please see Stainless Steel Direct Privacy Policy for more information.
WHAT IF I'M LOOKING FOR A SPECIFIC PRODUCT AND I CAN'T FIND IT ON STAINLESS STEEL DIRECT? CAN I MAKE A SPECIAL REQUEST?
You may submit a special request or calling 1-866-940-5149, please include your email address, phone number and as much information as possible about the product or line of products that you would like to see available for purchase at Stainless Steel Direct. These requests will be submitted to the head office and the representatives will explore the possibility of adding the requested products. If the product you have requested becomes available at Stainless Steel Direct, we will send you an email notifying you so that you will be the first to know of its availability! While we will look into each special request, we cannot guarantee that all requests will lead to the requested product or products being listed on Stainless Steel Direct.
DOES STAINLESS STEEL DIRECT SHIP TO COUNTRIES OTHER THAN THE USA?
Yes! In keeping with our international focus, Stainless Steel Direct is proud to ship to many countries around the world. New international customers join a large base of loyal, satisfied customers across the globe. Wherever you plan on having the order shipped. Non-U.S. and Canadian customers should look into possible tariffs and/or duties that might be imposed by local law on incoming international shipments, as Stainless Steel Direct cannot be held responsible for any tax requirements imposed by governments outside the USA and Canada.
Please note: many large or oversized items are only available to customers in most parts of Canada and the United States.
WHEN WILL MY CREDIT CARD BE CHARGED?
Immediately upon checking out from the checkout page on the website. |
