Shopping
FAQ
General
Ordering Questions
Shipping
Charges & Methods
Hazmat
Surcharges
Returns
& Warranties
General
Ordering Questions
What
methods of payment do you accept?
We
accept Mastercard, Visa, Discover and American Express. You can
also send us a money order in the mail. We do not ship C.O.D.
Do
I have to pay sales tax?
If
you are in Ohio, you must pay 7% sales tax. If you are not in Ohio,
then there is no tax.
Can
I place my order by telephone, instead of on the website?
Yes.
You can call us at 1-800-791-7646 between the hours of 9:00 and
5:00 Eastern time. (If you're outside the USA call +1-513-772-7646)
Can
I fax or email my order?
Yes.
Fax to 513-772-3579, or email to service@theatrefx.com
Can
I come to your store and pick up my order?
No,
we don't have a store. Also, customers are not allowed inside our
facility due to insurance regulations.
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Shipping
Charges & Methods
What
is the cost for shipping?
We
charge a flat fee of $9.95 for your whole order*, no matter how
items you purchase, as long as you are in the USA and you don't
need express shipping. Additionally, there may be a charge for hazmat
if your order includes pyrotechnics (see Hazmat Surcharges).
* The actual shipping cost will be charged when gallons of fluids
are purchased in case quantities due to the higher shipping weight.
The same policy also applies to the larger machines that we carry
due to the dimensional weight (ie: Fog Machines, Snow Machines,
Fog Cabins & The Bubble King Bubble Machine). We would rather
charge you the exact shipping costs instead of raising the prices
on these products.
How
long does it take?
Most
orders are shipped the next business day. Orders are shipped via
Fedex Ground. If you're on the West coast, you'll usually receive
your order in about a week. If you're in the Mid-West and East coast
areas, it'll usually be sooner.
Can
you ship Express Overnight?
Yes,
but you must call your order in to us as 1-800-791-7646. Only place
your order on our website (in the Cybershop) if you can wait for
regular ground delivery.
What
is the deadline for Express shipments?
You
should call us before 2:00 p.m. Eastern time.
Can
you ship pyrotechnics (hazmat) Express Overnight?
Yes.
Do
you export (ship to addresses outside the USA)?
Yes.
Place your order in our cybershop and we will email you with the
shipping charges. Then you can either confirm the order, or cancel
it.
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Hazmat
Surcharges
What
is a hazmat surcharge?
This
is an extra handling fee for boxes that contain flammable or explosive
items. This fee is on top of the regular $9.95 shipping charge.
How
do I know if the products I've ordered have a hazmat surcharge?
If
a product has a surcharge associated with it, it will say so when
you view your shopping cart, and when you check out. This information
is also displayed on the product's info page.
How
much is the hazmat surcharge?
It
is either $5 for ground shipments or $20 for expedited air shipments.
There is only one surcharge per order, regardless of how may hazmat
items you're purchasing. If you order a combination of items that
are HazMat, you only pay one HazMat fee (ie: $5.00 if going by ground
delivery).
Is
the hazmat surcharge higher for Express Overnight orders?
Yes.
As mentioned above, expedited air shipments as assessed a $20.00
fee by the carrier.
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Returns
& Warranties
Can
I return things?
You
can return most products within 15 days of purchase; however, there
is a 15% restocking fee. Additionally, the products must be in new
condition and in their original packaging. Contact us for a Return
Authorization Number before shipping anything back.
Which
products are not returnable?
- Special
order items
- Pyrotechnic
items
- Items
where a secret is an integral part of the value (ex. books, videos,
magic tricks)
Why
can't I return pyrotechnics?
In
regards to expendables, there is no way for you to legally ship
many of the items back to us, as you must be hazmat-certified in
order to ship pyrotechnics. In addition we can not sell returned
pyrotechnic devices as we can no longer warrant the safety and integrity
of the devices after being in the possession of another entity.
What
is your warranty?
All
of our products are guaranteed for 90 days, with the exception of
the following:
-
Tiny Fogger, Viper Fogger, and Unique Hazer - 6 months
- Lights
- no warranty on bulbs
- Pyrotechnics
& Aerotechnics - we guarantee only that the product is sold
to you in a working condition. Once product is used, there is
no warranty. Guarantee of working condition for pyrotechnics expires
six months after purchase, due to limited shelf life.
Contact
us for a Return Authorization Number before shipping anything back
for warranty repair.
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What
if my question is not answered in this FAQ?
Please
send us your question via E-mail.
We will answer your question, and probably add it here to our FAQ.
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CYBERSHOP |
