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| Frequently Asked Questions |
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General Questions
Q: How safe is the information I share with you?
A: Our secure servers protect your information using firewalls and the most advanced Verisign encryption technologies. Whenever sensitive information is being transferred between your browser and our servers, we use SSL (Secure Sockets Layer) the highest 128-bit encryption to make sure all your personal information is safe from unauthorized use. When SSL is used, most browsers will show a lock icon in the bottom of the status bar. For more information, please click on the Verisign logo (on the left side of all our pages) to verify our membership, and our commitment to your security.
Q: Can I pre-calculate the shipping charges?
A: Yes! When you add an item to your shopping cart, there will be a link to pre-calculate your shipping options using your Zip Code.
Q: My credit card was declined. Why do I see a charge on my credit card statement?
A: A failed transaction will result in a temporary authorization. This authorization will go away by itself. There are two stages to credit card transactions: (a) authorization and (b) settlement. Failed transactions will appear on your credit card statement, temporarily, as authorizations. Because these transactions are declined, they will not settle. There is no action needed on either your part, or ours, as these failed transactions will go away by themselves.
Q: I want to buy a large quantity of a specific item. What discount can you offer?
A: Because of our deeply discounted prices, Monstronix at this time does not offer volume discounts.
Q: Do I have to pay sales tax?
A: Because Monstronix is an Illinois company, shipments made to addresses within the state of Illinois must pay an additional 8% sales tax. Some items in our catalog are subject to a
Sales Tax Surcharge if shipped to a destination
within certain states. Please consult the previous link and the specific catalog product page in order to determine if the Sales Tax Surcharge will be assessed to your order.
Q: Do you charge a handling fee?
A: A handling fee of $2.95 will be applied to all orders (online, via the phone or fax) where the merchandise total is less than $20.00. Because of our low prices, and the cost associated with processing and shipping orders, we are forced to either set a minimum order amount or offer a handling fee to those who want to place an order for less than $20.
Q: Do you accept international orders?
A: Monstronix does not accept international orders at this time. We accept U.S. orders with U.S. issued credit cards shipped to U.S. addresses.
Q: How can I contact a Customer Service Representative?
A: Please use the Contact Us link below, or call us at 1-800-613-4143.
Orders
Q: Why are the various shipping quotes to my location so high?
A: The quotes include the cost of the packaging material and labor we use to ensure your delivered product arrives in pristine condition. Monstronix offers multiple shipping methods to offer a wide selection of choices. Because of the current skyrocketing costs of fuel, shipping carriers are charging more for shipping to cover the fuel surcharges. Our shipping quotes reflect these additional costs.
Q: Why was my credit card declined?
A: Make sure the address you registered with is the billing address on file with your credit card company.
Q: How do I monitor the process of my order?
A: After placing an order and confirming all its contents, you will be able to monitor the status of your order by going to the "Your Account" box located at the top right of the Monstronix home page.
Q: What happens if you don't have my item available to ship?
A: In a case where an order has been placed and there is no availability for the item(s), a sales representative will contact you by email or by phone to inform of the delay and give an approximate date of shipping. The representative may also suggest an alternate product for the ordered one.
Q: How do I know if Monstronix received my order?
A: As soon as you completed the order process and confirmed its context, you will receive an email of confirmation.
Q: How long do you keep my order status history?
A: Your order status history will be available indefinitely.
Q: What method of payment do you accept?
A: Monstronix currently accepts Visa, MasterCard, Discover and American Express that were issued by a US bank and have a US billing address.
Q: How can I place an order?
A: The best, fastest and most efficient way is to go directly to our web site and register for an order there.
Q: Can I order by phone?
A: Monstronix is an Internet company and has invested in the latest and most hi-tech resources to make your on-line order processing as easy and as friendly as possible. In order to keep our sales prices as deeply discounted as they are, we only accept on-line orders. Should you encounter difficulties, you may call us at (800) 613-4143 and one of our sales representatives will be very happy to walk you thru the ordering process.
Q: Can I pay by phone?
A: At this time we only accept payments on-line.
Q: What do I do if I want to cancel my order?
A: Contact us immediately at (800) 613-4143, or email us using the Contact US page link below. Orders that have been shipped can not be cancelled and return for refund policy will take effect.
Q: What happens if there are issues with my order?
A: If there are any issues with your order, you will be contacted by a customer care representative via email or phone call.
Q: I won't be available tomorrow to accept my delivery, what do I do?
A: If the order's value is under $50, the carrier will leave the package by the door to your location. For orders over $50 an adult signature will be required. The carrier will attempt to deliver your package again. If you are not available at the time the package is scheduled for delivery, the carrier will leave you a note saying when they will come back for another attempt or if you wish you can pick up the package at the carrier's facility near your area where you will be required to identify yourself with a valid picture ID card.
Returns
Q: Do I have to pay for shipping if I return the item?
A: Yes, shipping is your responsibility when returning an item.
Q: What do I do if my equipment is defective?
A: In the event that your item is defective, please log in to "Your Account" on our website. When viewing your order details under "Track my order", click the "Need to return this product?" link and proceed to fill out the return request form. Your request for return authorization will be answered within 2 business days and complete return instructions, an RMA number, and a return address will be sent to you via email.
Q: Why do I need a return merchandise authorization number (RMA#)?
A: An RMA# enables you and us to track the process of your return. Our receiving department will not accept any package without an RMA# noted on the package.
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