FAQ - Frequently Asked Questions

Returns and Replacements

What is your return policy?

We offer a 90-day return period from the date of shipment. Requests must be received within this timeline to be considered. However, we will reach out to the vendor as a courtesy to determine if they are willing to accept returns outside this period.

Shipping costs are non-refundable. If your order shipped under our Free Shipping promotion, the outbound shipping and handling costs will be deducted from your refund. Commercial or bulk orders are subject to vendor restocking fees.

Please review our Cancellation & Return Policy for full details.

What if an item is missing, damaged, defective, or incorrect?

If there is a problem with your order, please let us know within 48 hours of delivery. Our goal is to provide you with options and reach the best resolution as quickly as possible.

Please contact our Customer Relations team via our Contact Us form and choose “Problem with Delivered Items” from the Reason for Contact drop-down.

You may also submit a request by calling our support team at (844) 534-7230.

How can I order replacement parts?

To determine if replacement parts are available for your item, please contact our support team via our Contact Us form and choose “General Question” from the Reason for Contact drop-down. You may also call our support team at (844) 534-7230.

Be sure to describe the issue in detail and include your past order number and any part/model numbers, if available.

Order Status

How can I check the status of my order?

The easiest way to check the status of your order is to log in to your account.

If you did not create an account at the time of purchase, or if you have an account but placed an order as a guest, please contact us to inquire about your order status. However, even if you checked out as a guest, we send all customers a shipping confirmation email as soon as an order ships. This email contains the shipping carrier information as well as the tracking number.

My tracking number shows an incorrect delivery location.

If the final destination of your delivery is incorrect, we may have given you the incorrect tracking number. If this is the case, please contact us with your order details and we will review your order and tracking details.

My tracking number does not work.

If a tracking number we provided does not work, it may be due to a delay on the carrier’s website. Tracking details for new shipments can take up to 48 hours to be visible online.

Other times, we may have mistakenly sent you an incorrect or incomplete tracking number. If this happens, we apologize for the inconvenience and will provide you with the correct tracking number right away.

Here are ways to troubleshoot tracking number issues with some of our most common shipping carriers:

• If your tracking number begins with a 1Z and is followed by digits and numbers, your package is being carried by UPS. To track this package, visit UPS.com.
• If your tracking number is 15 digits long, your package is being carried by FedEx. Visit FedEx.com for tracking options.
• Some orders will be shipped via USPS Mail. The easiest way to track these orders is by visiting the USPS website.
• For UPS, FedEx, and USPS you may also paste your tracking number into Google Search and Google will provide a direct link to your shipment status page.
• If your tracking number is referred to as a “PRO Number” or the carrier information we sent is different than either UPS or FedEx (e.g. YRC Freight, XPO Logistics, etc.), your package is being delivered by a freight company. To track this package, visit the designated carrier’s website and follow their onsite instructions for shipment tracking.

My tracking number shows "Delivered" but I haven't received anything.

Occasionally, a carrier will scan a package as “delivered” before it arrives at the final destination. It may take an additional day or two for your package to be delivered.

If the package does not arrive within one to two days of the estimated delivery date:

• Check with members of your household, neighbors, doormen, or the front desk to see if someone accepted the delivery.
• Look around your delivery area. Carriers try to leave packages in safe locations such as under porches or benches, at back doors, or around garages.
• Check your mailbox. Some smaller items may be delivered there.
• Look for an attempted delivery notice. If the carrier feels it is unsafe to leave your package at your residence, the driver will leave an attempted delivery notice.
• If you are still unable to locate your package, please contact our Customer Relations team via our Contact Us form and choose “Problem with Delivered Items” from the Reason for Contact drop-down.

You may also submit a request by calling our support team at (844) 534-7230.

An item is missing from my shipment.

If the missing item in question has shipped, please check your confirmation email for that item's tracking number. Frequently, items are coming from different warehouses due to availability and will not arrive together.

If you are unable to locate tracking details specific to the missing item, please contact our Customer Relations team via our Contact Us form and choose “Problem with Delivered Items” from the Reason for Contact drop-down.

You may also submit a request by calling our support team at (844) 534-7230.

Product Information

How do I find a product's SKU?

To help us better answer any questions you have on a product, having the SKU (stock keeping unit) is important. The SKU is a unique identifier that helps us keep track of our large product catalog.

The SKU number is located on every product page on our site. Also, you can see a product’s SKU on any of our category or search result pages.

How do I know if a product is available or in stock?

It is easy to see the availability of our products. On any of our product pages, you can usually see availability status beneath the “Add To Cart” panel.

If an item is unavailable for purchase, you will see an out of stock notification and you will not be able to add the item to your cart.

Note: sometimes a product page may not accurately reflect our current stock availability. If you place an order for an item that is currently out of stock, we will notify you right away. You will then have the option to hold or cancel your order.

Where can I see the final price for a product?

If you want to see the final price of for a product, including all potential taxes and fees, add all items you wish to purchase into your Shopping Cart. On the checkout page you are able to review all of your items. Once you enter your zip code, you will see your total updated with shipping cost.

If shipping to the state of Florida, sales tax will automatically be applied to your order total.

To which countries can products be shipped?

All of our products ship within the contiguous United States. We do not offer international shipping at this time. While customers in Hawaii and Alaska can see estimated shipping costs in their Shopping Cart, we recommend customers from these states submit a quote request to receive more accurate pricing.

How much will shipping cost?

We offer FREE SHIPPING on all of our Cluster Mailbox Units (CBUs). To calculate shipping costs for items other than CBUs, simply add the items into your shopping cart and enter your zip code on the checkout page. Your total will automatically update with the shipping cost.

What shipping methods are available for a product?

We will ship your order using the fastest, safest, and most reliable method possible. For every product on our site, we carefully select the shipping method in order to provide you with an optimal delivery experience. When your order ships, we will email you a confirmation with the tracking number for your shipment. We encourage you to track your package with the carrier either over the phone or online. Most companies can provide an estimated delivery date. Be sure to contact us if anything seems unusual with the progress of the shipment. Please note we cannot ship to P.O. Boxes or Military APOs.

We use the following shipping methods:

• Standard Shipping
• Curbside Delivery with Liftgate
• Lift Gate & Driveway Delivery

Standard Shipping

If chosen, the delivery will be via UPS or FedEx ground, or potentially via freight line depending on the size of the package. If the package is shipped via freight line, then the customer will need to offload the package from the back of the truck. Note: the truck driver is not responsible for offloading merchandise.

Curbside Delivery with Liftgate

Only applicable for products that are too large for UPS or FedEx and, as a result, ship via freight line. If chosen, the merchandise will be offloaded from the freight truck by a liftgate. The truck driver is not required to move the merchandise beyond the "curbside."

Lift Gate & Driveway Delivery

Only applicable for products that are too large for UPS or FedEx and, as a result, ship via freight line. If chosen, the merchandise will be offloaded from the freight truck by a liftgate and delivered to the driveway or garage, but not inside the residence or building.

What is Lift-gate Service?

A lift-gate is a device used to raise and lower items from ground level to the level of a tractor trailer. Freight companies deliver items on a tractor trailer which is approx 56 inches above the ground. These trailers are designed to load and unload at a loading dock or with a forklift. If your delivery location does not have a loading dock or forklift and the item is too heavy to remove from the trailer by hand, then you may need a lift-gate. Securing a lift-gate is ideal for deliveries to residential areas, as well as commercial areas that do not have loading docks.

Do I need lift-gate delivery?

There are several ways to avoid paying lift-gate delivery costs. If your delivery location has a loading dock or forklift you do not need a lift-gate. If the individual items in your shipment are light enough for you to remove from the truck you do not need a lift-gate. If you are willing to drive to the closest terminal and pick up the freight from the delivery terminal, you do not need a lift-gate. Terminal delivery is often a good way to save both lift-gate and residential delivery fees.

Ordering Information

How do I place an order?

We want you to feel as secure as possible when you buy from us. We offer several different ways to place an order:

1. Order online - When you place an order through our website, you will find it safe, easy, and fast. You can make changes and review what you have entered nearly every step of the way. Our Secure Online Checkout is available 24 hours a day.
2. Call us - Our sales and service team is ready to place your order over the phone. You can reach us at (844) 534-7230 Mon - Fri: 6 a.m. - 5 p.m. Pacific (9 a.m. - 8 p.m. Eastern) , Sat: 7 a.m. - 3 p.m. Pacific (10 a.m. - 6 p.m. Eastern), Sun: Please Submit a Support Ticket.
3. Fax your order to (916) 672-0333.
4. Mail your order with an accepted payment method (see address below).

Request Bulk Pricing

We would love to offer you discounted pricing for your bulk orders. To request bulk pricing, use this online form to submit a quote. Our Quotes Department will typically follow up with you within the hour following your quote submittal.

Customer Account Information

How do I update my shipping or billing address?

Updating Your Shipping and Billing Addresses

If you wish to update your shipping and/or billing address, simply log in to your account and edit your saved addresses.

How do I change my email preferences?

If you wish to update your email preferences, simply log in to your account and edit your email preferences.

General Information

Why was my credit card charged?

When we process your order with the manufacturer, we charge your credit card at that time -- with the following exception: if the item is known to be back-ordered, we will contact you for instructions before proceeding to charge your order.

Debit Cards: Please be aware that if you process your order with a debit card, a preauthorization hold will immediately be placed on your account to reserve funds for this transaction. This hold may appear separately on your account from the authorization itself, but should fall off within a few days once the transaction clears. Please contact your financial institution for details, as policies regarding holds can vary and are beyond our control.

Why was my credit card declined?

If your card was declined, then there should have been an error message at the top of the check-out explaining the reason. If the error message is not clearly understood, you can do a search in Google for that specific error message to find a potential reason for it.

It may be that your financial institution flagged an order as high-risk because it was either out of state or because the purchase was being made online. Typically, these flags can be removed if you contact your financial institution and request that they approve the purchase. If you receive an error message during the checkout process and you aren't sure what the reason might be, feel free to call us at (844) 534-7230.

Which payment methods do you accept?

We accept a variety of payment methods:

• Credit Cards and Debit Cards (American Express, MasterCard, Visa, and Discover)
• PayPal
• PayPal Credit (formerly known as Bill Me Later)
• Purchase Orders - Please see Full Terms and Conditions
• Wire Transfer
• ACH (echeck)
• Mail Personal Checks, Cashier's Checks, and Money Orders - Please print your shopping cart and send it with your payment to: 

Non-Expedited Checks:

WEBLIFE STORES LLC
PO BOX 931455
ATLANTA, GA 31193-1455

Overnight/Expedited Checks:

LOCKBOX SERVICES 931455
WEBLIFE STORES LLC
3585 ATLANTA AVENUE
HAPEVILLE, GA 30354-1705 

Be sure to include a daytime phone number and email address (if you have one) so that we, along with the shipping company, can contact you with any questions we might have.

Please note: To protect against fraud, any orders paid for with a personal check, money order, or cashier’s check will remain on hold for a number of days to allow for the check to clear. Orders placed with credit cards will be processed immediately.

Promotions

We strive every day to offer the best prices on over a million-plus items. We love a good deal as much as you do. Throughout the year, we offer special promotions and discounts to our customers. When an item goes on sale, we can't wait to share the good news. You can always check back to see if your favorite item is on sale or you can sign up to receive our email promotions.

Have a coupon code? Be sure to enter your promotional code on the checkout page after adding an item to your cart.

ACH (echeck) Payment Option

For your convenience, we offer an ACH (echeck) payment option. Below are the steps for completing a transaction:

1. Call us at (844) 534-7230 to place your order over the phone.
2. We will send you an ACH Authorization form for e-signature along with your order confirmation.

If you have any questions regarding the ACH form, feel free to contact us at (844) 534-7230.

How do I become a supplier?

The Internet has created a tremendous opportunity for manufacturers to drive additional revenue growth and reach a new and growing set of customers. For seven years, we have enabled our suppliers to successfully tap into this growth while working closely with them to protect and promote their brand, complement their existing retail channels and facilitate smooth logistics and communications flow. We understand the importance of flexibility and tailor our approach to meet our suppliers' specific needs. We value our supplier relationships and believe these to be the key elements to fostering a successful partnership:

Commitment to Growth – Our goal is to rapidly grow revenues and become the top online channel partner for each of our suppliers. Our category teams' significant product expertise combined with our ongoing investment in online, email and traditional marketing, ensures maximum impact as we launch new suppliers' products..

Partnership in Customer Service Excellence – WebLife Stores’ ability to provide great customer service begins with our suppliers’ commitment to ship orders quickly, package products with care, provide accurate in-stock status and work with us to rapidly handle any issues that may arise.

Brand and Channel Integrity – WebLife Stores is absolutely committed to helping its suppliers' brand flourish online. We collaborate with our suppliers to tell their products' stories the way they want them told. We are sensitive to our suppliers' desire to have a consistent value proposition and brand message across all of their retail outlets and we work closely to ensure our relationship is complementary to our suppliers' existing sales channels.

Flexibility and Ease – Each of our suppliers works closely with a WebLife Stores’ category team that is highly proficient at taking the supplier through the entire process of: (1) establishing the relationship, (2) effectively merchandising the product, (3) driving growth and (4) providing excellent customer service. We understand that every supplier may have unique needs in areas of logistics, order flow, payments, returns, etc. and we try to tune our approach to match our suppliers' needs and to make the entire process as smooth and seamless as possible.

If you are interested in growing your business, please email us. We look forward to hearing from you.

Do you have any store locations?

We are an online retailer only. Apart from our online venue, we do not have a brick and mortar storefront where you can view our products.

I don't recognize a charge on my statement.

Don't recognize a charge on your statement or account?

The easiest way to confirm a charge to your bank account or credit card is to log in to your customer account. There, you will see any pending, completed, or cancelled orders you have placed. Remember, all charges on your bank account or credit card should appear as "MAILBOXDEPOTUSA" or "WEBLIFE STORES LLC."