Frequently Asked Questions
You've got questions. We've got answers.
1. HOW TO ORDER
General Information
You can check out direct here on the website by adding items to your cart, or you can call us at 800-523-1269 and have any of our representatives take your order. Need to send a PO? Feel free to fax it to 800-235-7743, or email it to [email protected]. Or if you have already discussed your order info with someone here and would like them to handle your order personally, let us know. You can email your PO or order request directly to any of our reps - we're happy to help! If you have special instructions, please be sure to communicate that with us during the order process and we're happy to accommodate you.
Payment is required prior to shipping if you do not have an open account. To set up an account, please call us to discuss terms and get a credit application. Or you can pay by credit card, check, or PayPal.
To order by fax or email, click on the Mockett E-Z Order Form below to print, then fill out and send your order. Send via fax to (800) 235-7743 or scan and email to [email protected].
You can also send your own Purchase Order via fax or email, our E-Z Order Form option is simply provided as a convenience if you do not have your own purchase order template.
Can I cancel or change an order?
Yes, but please contact us immediately to process your request as most orders ship out same day. If your order has already shipped before the change or cancellation can be made, you are welcome to return the order upon receipt - just note we will not be able to issue credit until the order has been received and processed. There is no restocking fee on returned items that are received in resalable condition.
*Note this does not apply to custom or made-to-order items. Once a quote has been approved and signed authorizing the custom specifications presented, production will begin immediately on the parts. In the event of any issues, please call right away to discuss further options or possible change order requirements, but we cannot guarantee any changes can be made at that point. Stopping production may result in forfeiture of the deposit payment. Also note custom or made-to-order items are non-returnable after completion.
How do I know if parts are in stock?
96.5% of orders ship out same day, except made-to-order items. You are welcome to call ahead of time to check status or stock/availability on any item(s).
2. CUSTOM ORDERS
We can customize anything. Any way you want it!
We understand your specific needs and take pride in meeting them. If you can't find exactly what you're looking for, we're here to help you get it just right!
We can customize nearly anything to meet your exact specifications. Choose your own custom sizes and finishes (including color matching) on most items, custom configurations, cord lengths, daisy chain configurations, hardwire conduits (in lieu of a corded plug), hospital grade receptacles, and tamper resistant receptacles on our Power & Data systems.
What is the standard lead time?
General lead times for custom parts range from 4-8 weeks. Due to the custom nature of each job, made-to-order items take time. Note we do strive to complete all orders in a timely manner and are oftentimes able to deliver before our posted lead times. Please call or email [email protected] to discuss your request and lead time in detail.
How do I get started?
Email [email protected] or call 800-523-1269 or to speak to our custom department to request a quote. Simply provide a description of what you are looking to order and we will provide you with an estimate and approximate lead time. If you're looking to build something from scratch, a drawing or spec sheet would be helpful; for custom sizes/finishes/configurations of existing products, a simple written description is all we need. If everything looks good on the quote, please sign and return the quote form to authorize production. To ensure a smooth order process, we kindly request a 50% deposit for all custom orders. In certain cases, this may also apply as a non-refundable deposit for stock items. This essential measure is designed to safeguard against cancellations and guarantee the timely commencement of production on your order. We will not be able to begin production on your order until the deposit has been received.
Please note custom or made-to-order items are non-returnable and non-refundable.
3. SHIPPING
Shipping Questions
96.5% of all orders ship same day. You will receive an automated email update with tracking information after the order ships out. An invoice will be mailed promptly to the billing address on file. In the event that parts on your order are out of stock, customer service will contact you to discuss order details and shipping options. * Orders will default to Ground service (within the Continental U.S.) unless otherwise noted. For expedited shipping options, please include instructions on your PO. When checking out online, please select 'Other' for the Shipping Method and enter instructions in the 'Comments' box. Or you may have Customer Service call you to discuss shipping options and charges. *For urgent Air Order requests, please call 800-523-1269 to ensure same day processing. Additional charges may apply to items that require special packaging, are oversized or heavyweight, or require special handling by the carrier. Freight does not include surcharges such as cartoning, crating or COD charges where applicable. Freight charges will be prepaid and added to your invoice. If you would like to charge freight to your own account, please contact us. We pay ground shipping on all orders for grommets, drawer pulls and coat hooks within the continental USA accompanied by check.
What are my shipping options?
We can ship any way you want. Please call for a quote prior to placing the order. All orders placed online will default to Ground Service unless otherwise specified. You may select "Other" for the shipping method and include specific shipping instructions in the Customer Notes field (i.e. Overnight, 2nd Day Air, etc.). To use your own account or preferred carrier, please say so during the order process (or include clear instructions on your Purchase Order).
Can I use my own FedEx or UPS account for shipping (or any other freight carrier account?)
Yes, of course. Please indicate your request (also include shipping method - i.e. Ground, Air, etc.) and your account information during the order process; either verbally if placing an order over the phone, having it clearly noted on the PO if ordering via fax, or in the Customer Notes section when ordering online.
Will I get a shipping confirmation?
An automated email confirmation that includes the order number and tracking information is sent for all orders after the order ships out. When checking out online, you will receive an email acknowledgement that your order has been received and a follow-up email with the order number and tracking info after the order ships. Fax or Phone orders will also receive an email confirmation after the order ships - the email will be directed to the purchasing agent listed on the Purchase Order or to the person who calls in the order. You may indicate an alternate email address for shipping confirmation.
Is free shipping available?
Freight charges are not included and are applied to the order as an additional charge during the checkout process. You are welcome to use your own freight account or carrier or pick up at will call at no additional charge. Free shipping is available on sample orders, though it may be subject to review.
There is an option for free shipping on orders sent by mail and paid for by check that follow the parameters listed:
• Orders can only be for grommets, drawer pulls, and coat hooks. Not available on any other parts.
• Orders must be shipped to an address within the continental USA.
• There is a $2,000 max order value limit for free shipping to apply.
• PO’s must be sent in via mail with a check in order to receive free shipping.
For more information on this process or any of our other shipping options, or to discuss rates, please give us a call.
Tax Exemption (in CA only)
All shipments to California addresses are subject to California sales tax. Clients holding valid California Resale Certificates, and who are purchasing with the intent of reselling our products, are tax exempt.
If your resale certificate is on file with us just click the link during checkout that indicates your status, and tax will be removed from your order upon verification.
To register your Resale Certificate, please fill out this form and fax it to us at 800-235-7743 or 310-376-7650
I haven't received my order. What can I do?
You should receive an automated email update with the tracking information after completion of the order. You can track your package online for updates or call the respective shipping courier for details. In the event of a lost package or a shipping error, please contact us and we will be glad to assist you with any reship options as needed.
International Shipping
Freight for international orders does not include any applicable duties and taxes. Please be aware that we are not responsible for any additional fees.
4. PAYMENT
Payment Questions
All of our pricing is "net" pricing. We sell directly to you. We don't offer any trade discount, but we do offer volume discounts as listed on the website and in the catalog. For order quantities that greatly exceed our last column pricing listed, please call us for additional discounting. If you're looking to lock in discounted pricing per volume but don't need your entire order all at once, we can set up a blanket order to guarantee your pricing and release on demand. We welcome your order agreement to ship incrementally over 6-12 months. Please call to arrange pricing and terms.
Please always refer to our website for current pricing. Pricing listed in catalogs may be out of date, but in an effort to be as transparent as possible, we always list our current pricing online. Note pricing may change at anytime without notice. If you need a quote, please call or email and request a response in writing. We'll need a written record of who said what to whom in the event of special accommodations or agreements. Otherwise, pricing on the website is standard and we are unable to honor verbal quotes.
How do I set up an account?
Having an open account is not a necessary requirement for ordering, but we do offer net terms for established accounts. Please call or email [email protected] to request a credit application. All other orders can be released on pre-pay terms until an account is set up.
What methods of payment do you accept?
We accept all major credit cards. You can also pay by check or we can set up a wire transfer. If you are interested in opening a Net 10 account, please call or email [email protected] for a credit application.
5. PRODUCT CARE
Are there any clean and care instructions for parts?
General cleaning and care instructions for any metal, powder coated, or plated finishes simply include dampening a soft cloth with warm water and gently dabbing any affected areas. For heavily affected areas, apply soap in moderation. Avoid aggressive chemical solvents (i.e. bleach and acidic or alkaline solutions).
6. WARRANTY
Our Guarantee
We stand 100% behind everything we sell you. We strive to ensure the finest quality and craftsmanship in all of our parts. If you are not satisfied for any reason, let us know. If we cannot satisfy you, we will accept back all items sold to you (excludes custom made-to-order items and items which are cut to size) and give you a 100% credit or refund, freight included. Regular wear and tear is to be expected, but if an item no longer performs as it should, we will replace it up to 1 year after the purchase date. Returns received after extended periods based on usual wear and tear will be subject to discretionary review. Items that are used outside of their intended use are also subject to review for credit. Parts are intended for indoor use only - outdoor usage may void warranty.
Note some finishes may have a slight variance and may not look identical - this also applies to parts that are hand-made, including leather accessory items that are hand-stitched. Also, drawings provided are meant to serve as a guide only; we recommend waiting to receive parts before cutting or drilling furniture since all parts have a 1/32" tolerance unless otherwise specified. Also note some parts are manufactured to Metric standards, and the conversion to Standard Imperial may be subject to that tolerance.
Missing Items
To ensure the accuracy of your order, please inspect your shipment immediately upon delivery. If you discover any discrepancies, contact our Customer Service Department at 800-523-1269 with your order number and a list of missing items. Please note that claims for missing items are honored within a limited time frame and may be subject to verification and eligibility for complimentary resolution.
Returns
Parts must be packed securely and received in resaleable condition to ensure proper credit. Please wrap items individually to prevent damage and scratches in transit which may affect credit.
In certain instances, a 15% restocking fee may be applied
Return Instructions:
1. Locate your Return Label in the sleeve attached to the outside of the box. A Return Label is provided on every box for your convenience. Orders that ship in multiple boxes will have multiple pre-printed labels included, one each for each respective box.
2. Fill out the back of the packing slip and select the reason for return. Include this form with your return (you may want to make a copy for your records). Failure to include proper documentation may result in withholding credit if the returned items or reason for return cannot be identified.
3. Remove any existing shipping labels, and then affix the return label(s) to the outside of the box(es) (one each per box). If you need additional labels, please contact us at 800-523-1269.
4. Pack return items securely (see below regarding additional packing instructions).
5. Take package to an authorized Fedex drop off location or have your driver collect it during a regularly scheduled pickup or drop off. Log on to FedEx.com and select "Locations" to find your nearest drop off location. Or call 800-463-3339.
*Note that all orders will undergo an inspection upon receipt and must be received in new condition to receive full credit. Please pack items (along with any component parts or hardware) securely to prevent damage in transit. Items may need to be individually wrapped in some cases. Items that arrive broken, scratched, or damaged may be subject to withholding credit.