Do I need an account to place an order?
No, you can always check out as a guest. However, we highly recommend you create an account with us so you can easily track your order process, order history, and request a return.
What are your hours of operation?
Our website is open 24/7 when placing orders. Our customer support department is open Monday to Friday, from 9 AM to 5 PM, PST.
What is the order cutoff time for same business day handling?
Any order submitted before, PST, will be shipped out the same business day. Orders submitted after 9 AM, PST, will be shipped out the next business day.
I have already placed in my order, but is it possible for me to change something or add another item?
Yes, as long as your order has not been ship out yet, we are more than happy to assist you in making changes to your order.
Am I going to receive a notification when my order has been shipped?
Yes, you will receive an order confirmation email once your order is placed and a second email when your order has been shipped. The second email will also include a tracking number for you to track the process of your order.
How long will it take before I receive my order?
All orders are guaranteed to ship out the same or next business day. Shipping times will be based on the shipping method you chose when checked out. Standard shipping normally ranges from 2 to 9 business days. Priority shipping normally ranges from 1 to 3 business days. Express shipping will normally arrive the next business day after the order is shipped in most areas.
Do you accept returns?
Yes, we have a 30-day hassle-free return policy. If for any reason you were not satisfied with a product we have sold you, we will give you a full refund once you return the product within 30 days of receiving it. Click here for more information on our return policy.
What shipping carrier do you recommend I use when shipping a return to Croft Supply?
We prefer the shipping carriers: USPS or UPS. We also highly recommend that you purchase a tracking service with your return.
Do I need my invoice or receipt to return a product?
No, we like to keep things simple for our customers. All you need is a Return Merchandise Authorization Number (RMA #) to return your product.
How do I request for a Return Merchandise Authorization Number (RMA #)?
There are two ways to request a RMA #.
- If you have an account with us, sign in to your account > Completed Orders > Return Item(s). Once you are there, just simply fill out the Return Item(s) form, and we will provide you a Return Merchandise Authorization Number (RMA #).
- If you do not have an account with us, contact us and let us know the reason for the return. All we need is your full name, order number (sometimes order date and/or shipping address to confirm the purchase), and which product you wish to return to request an RMA #.
My tracking number is not showing any status, why is that?
Please allow up to 48 hours for the tracking numbers to be applicable after receiving the email notification. If you have already received your tracking number, allowed 24-48 hours delay time, and still is not able to track your package, then please contact us.
I think my package is stuck at a sorting facility, what should I do?
USPS tracking is very limited and might not show the progress of the shipment until delivered. Even if nothing is updated in the system, the package is usually on its way. If you find that your package seems to be stuck at a sorting facility for more than 4 days, please contact us.
The tracking system says my package was delivered, but I never received it. What should I do?
Carriers might leave the package on your porch or with the front desk. If you are still are unable to find your package, please note that a notice will be posted that a delivery attempt was made and the notice will offer a variety of ways for you to obtain your order. You can also contact USPS to open a case to trace your package. The fastest way to get an update of your package is to talk directly to your local post office or UPS office. The mailman/lady will most likely remember where he/she put the package.
My package was sent back to you, what will happen?
If for any reason, a package is refused upon delivery and returned to us, the product value will be refunded upon receipt.
Why was my package sent back to you?
A package is usually sent back to us because the carrier does not recognize the shipping address or the shipping address was missing some information, ie. Office number.
My items arrived damaged, what should I do?
If an item was damaged or parts were missing upon arrival, please contact us within two days of receiving the item.
Will I be able to exchange my product?
You will be able to exchange your product under the circumstances that the product being exchanged is only for color variation and is also in mint condition. Furthermore, you will have to pay an additional shipping fee for the desired product as well as your return shipping fee.
What do I do if I was sent the wrong product(s)?
If you happened to obtain the wrong set of products, please contact us as soon as possible. Once we have confirmed that the error was due to our order processing, we will send you a prepaid shipping label and you will be able to send the products back with no costs. After we have received the returned items, we will then ship out the designated items to you.