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Frequently Asked Questions It is our goal at bfoneill.com to make shopping as easy and enjoyable as possible. We hope that you will find the answers to your questions among those frequently asked by our customers. Please look through the FAQs and if you don't find the answer to your question or if there is anything else that we can assist you with, please contact us by e-mail. |
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1) How may we contact you? As an internet store, our web site is open for ordering 24 hours a day, 7 days a week. You may reach us here: Post Office Box 677 Mount Airy, Maryland 21771, USA Email: custserv@bfoneill.com Return to Top 2) Why don't you offer a voice phone for questions? Receiving questions by e-mail, and orders by e-mail, or regular mail, allows us to operate in a very organized fashion. We are more efficient and we provide better service this way. No more being put on hold for ten minutes! Sometimes it would be "easier" to speak to someone on the phone rather than write back to you. Repeated questions are in the Frequently Asked Questions section of our site. Unusual questions can be answered (in a timely manner) by e-mail. We understand that some will feel uncomfortable with sending credit card information encrypted through email (we do offer a "secure" order site) and so we have a fax line where you can leave your credit card number and expiration date. Return to Top 3) I'd really rather talk to a live person, what's your phone number? We don't blame you for wanting to talk to a live person. We know some people feel more comfortable talking rather than typing. We are an INTERNET wholesale merchandise supplier. People that walk in off of the street can't buy from us. Buy from bfoneill.com on the Internet and you'll get superior service, large inventory, low prices, quality products, and a very knowledgeable staff. If your number one priority is talking to a live person, then we are not for you. Our promises are in writing, not spoken over the phone (which isn't binding). You choose which one you prefer. You have our postal mail address, and our Internet address. Return to Top 4) Do you charge a membership or require registration from wholesale purchasers? Our web site reflects current wholesale pricing. We welcome all wholesale purchasers. No membership or registration is required. Tax exempt certificates are required. Return to Top 5) Can I resell your products? Yes. Return to Top 6) What is your minimum order requirement? There is no minimum order requirement for standard wholesale pricing. Bulk order discounts require a minimum standard wholesale purchase of : $1000.00 or more. Return to Top 7) Do you charge sales tax? Under local state law we are required to charge sales tax on all orders delivered within the our operating area State. Otherwise a valid Sales Tax Exemption Certification must be provided.Deliveries outside of our Operating State are tax-exempt. Attention: Maryland Dealers All orders shipped to addresses within the State of Maryland will remain taxable unless we have received and verified your sales tax exemption certificate in advance. Please note the State Law may require exemption certificates to be renewed on an annual calendar basis. Please scan / fax your tax exemption certificate to: custserv@bfoneill.com Return to Top 8) What shipping options are available? We currently offer "Standard" and "Rush" * Shipping. The term "Rush" applies to the amount of time in which freight is in transit. Our standard pre-shipment order processing time of up to 4 business days remains applicable regardless of shipment method choice. Return to Top 9) Do you ship internationally? At this time we do not ship outside of the 48 continental United States. Return to Top 10) Do you drop ship? Is there any additional charge for drop shipments? Occasionally we encounter a merchant who requires an order be shipped to a location other than his own. Non-jewelry orders may be drop shipped to a third party anywhere within the 48 continental United States at no additional charge. Please keep in mind, however, that due to changes in shipping guidelines, the name and address of our distribution company must appear on the outside label. Your company name and information is printed on the inside packing slip. To minimize the chance of your customer locating us directly, our distribution company name does not appear anywhere on our website nor does the name bfoneill.com does not appear on any packaging or slip. Return to Top 11) What do you charge to ship? Current Standard Shipping rates are 18%* of standard wholesale merchandise totals. *Minimum charge of $6.50 applicable.Current Rush* Shipping rates are 45%* of standard wholesale merchandise totals. *Minimum charge of $20.00 applicable. The term "Rush" applies to the amount of time in which freight is in transit. Our standard pre-shipment order processing time of up to 4 business days remains applicable regardless of shipment method choice. Return to Top 12) What forms of payment do you accept? We accept the following forms of payment: PayPal (MasterCard, Visa, e-check )Personal or Business Account Checks* Cashier's Check Money Order* Orders remitted by personal, business, or electronic check incur a 10-day hold to allow for check clearance by the bank. Returned Checks Regardless of reason, any check returned will be subject to a service charge of $25.00 or an amount of up to 5% of the face amount of the check, whichever is greater. If funds are not made good within 7 days, the account will be turned over for collections. It is further understood that Cairns & Company and/or our collection representative reserves the right to utilize whatever legal means are necessary for collection, not limited to electronically debiting your account. After such means have been exhausted, any account further deemed un-collectible will be turned over to the State's Attorney for prosecution. Please note, under State Statues - an issuing party may also be held liable for three times the amount of the check plus the maximum penalties allowed by law. Return to Top 13) Will you accept my Company's purchase order? Purchase orders will be accepted only on accounts certified to be in good standing. All other orders must be prepaid at time of placement. Return to Top 14) What are your products made of? Please see Product Composition Return to Top 15) I cannot find an item on your web site. Can I still order this item? bfoneill.com web site contains the most accurate and up to the moment pricing available for our quality line of products. Please note - if an item no longer appears on the web site, it is no longer available. Return to Top 16) The item I ordered is out of stock. Do you process back orders? Our inventory is continually changing; therefore, we cannot guarantee that all of our items will always be in stock. If you should order an out of stock item, you will not be charged for that item. We do not automatically process back orders for out of stock items. Return to Top 17) I've changed my mind about an item ordered. Can I change or cancel my order? All Internet orders are processed automatically and cannot be altered or canceled. Any comments, questions, or customer service issues OTHER THAN YOUR ORDER must be e-mailed to us. Simply stated: No Return to Top 18) I've placed my order and received my confirmation. When can I expect delivery? Every effort is made to ship in stock items (excluding orders remitted by check) within 4 business days. Estimated In Transit Shipping TimesStandard Shipping allow 7 - 10 business days after shipment.Rush Shipping allow 2 - 4 business days after shipment. Return to Top 19) My shipment arrived damaged or missing items. What do I do? The recent abundance of fraudulent damage claims have necessitated that we institute the following no-exceptions policy: ITEMS DAMAGED DURING SHIPMENT All merchandise damaged during shipment is covered by the shipper. If you receive merchandise damaged during shipping, please Customer Service via Email within 20 days of the date of shipment of your order, and your claim will be processed immediately. NOTE: Established procedures must be complied with or our carrier may deny your claim. Delay in filing your claim voids your insurance and terminates your ability to reclaim value. DAMAGED MERCHANDISE Inspect each box for signs of damage such as crushed, torn, open, unsealed tape, etc.. If you do find outward damage, sign the receipt with the words "Exception – Damage." For United Parcel Service deliveries, contact bfoneill.com's Customer Service and give the invoice number or the shipment involved. Explain the damage involved, number of cartons received and whether you desire a replacement or credit to your account. This information will prepare us for a claim report from the carrier.Hidden Damage by carrier:If you should receive a shipment delivered by carrier that shows no visible damage, but upon inspection you discover damage due to evident rough handling, contact bfoneill.com within 20 days of invoice shipment date and report the damage. bfoneill.com will issue credit or replacement at your request.Shortages: If you receive an order from bfoneill.com and find it has not been filled completely:Check your invoice. If the item was out of stock, it was not charged to your credit card account. Thoroughly check the cartons and packing. Small items may be under the packing material. Upon receipt, check the condition of the cartons. If there is a shortage due to tampering, a claim must be placed with the carrier. Follow the same procedure as if there is damage.If there is no tampering and an actual shortage exists, EMAIL Customer Support department. We'll need to know the invoice number, number of cartons received, the missing item number, and whether you prefer credit or a replacement. bfoneill.com will investigate the shortage. When the item is confirmed as not shipped, it will be shipped, or credit will be issued to your account, whichever you prefer. If reweighing your shipment or other checking procedures indicates all items were shipped, we will advise you. Return to Top 20) What is your return policy? You may return most* undamaged standard wholesale merchandise for a full refund less shipping/handling fees and 20% re-stocking fee within 25 days of order placement. *Absolutely no returns on catalogs, brochures, or bulk wholesale purchases. All returns are subject to Customer Service pre-approval.After 7 days, ALL SALES ARE FINAL! If an item is returned to us after 7 days, we reserve the right to keep the item, and as per our return policy stated herein, a refund/credit cannot be issued, and you will be notified of such. Returns must be sent PREPAID within 7 days of the date ordered. Please contact our customer service office for a return authorization. No Collect shipments will be accepted. Returns without the proper return authorization number printed on outside of carton will be refused. CONDITIONS Non-defective returnable merchandise must meet the following conditions to qualify for return acceptance. Merchandise must be in its original minimum inner pack quantity, as shipped by bfoneill.com. Broken quantity inner packs are not returnable Merchandise, merchandise packaging, and inner pack must bear no markings or be otherwise defaced or damaged. Return to Top If you didn't find the answer to your question or if there is anything else that we can assist you with, please send an e-mail to us at custserv@bfoneill.com. We strive to respond to all inquiries within 24 hours. |
account. Then when you go shopping on the Internet just use your PayPal account and Never give out your Credit Card Number again. |
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Post Office Box 677
Mount Airy, Maryland 21771, USA
Email: custserv@bfoneill.com
