FREQUENTLY ASKED QUESTIONS:
Thank you for your interest in our store! We've done our best to compile a few of our customer's most frequently asked questions; of course, if you have any additional questions which have not been addressed here please feel free to click here to contact us! FAQ CATEGORIES:
White Glove Services
Where are you located?
We are located in beautiful Sandpoint, Idaho. Just in case you don’t know where that is, we’re right on Lake Pend Oreille just north of Coeur d’Alene and south of the Canadian border!
What are your business hours?
We are open Mon-Fri from 7am-4pm PST, and like most others we are closed for a little R&R on major holidays. Don't forget we're open 24/7 online!
Can I speak with someone?
Of course, that’s no problem! We would be happy to assist you in the way that best suits your lifestyle. Our wonderfully dedicated and knowledgeable account representatives are available by telephone from 7-4 PST, or you can live chat with a representative through our website. You can e-mail us as well and we guarantee you'll receive a timely response.
Can I place my order over the phone?
Of course! Our friendly staff is more than happy to answer any questions you may have and assist in placing orders. We can be reached toll free by phone Mon-Fri, 7-4 PST (855) 2GUN-SAFE.
How will I know if my order has been processed?
As soon as your order is submitted you will instantly receive a confirmation e-mail outlining the details of your order.
When is payment taken for my order?
Payment is taken at time of order. We strongly believe this keeps our business and customers well protected. For your security we do not openly keep any credit information on file. By taking payment at time of order you credit information is no longer viewable within your order yet we are able to properly place your order to insure a timely delivery. However, if at any time you would like to cancel or return your order we are able to credit your card or pay-pal account.
I want to cancel my order. What do I do?
Not a problem. First step is to contact a representative as soon as possible. As long as the item has not shipped and it is not a custom built safe we can easily cancel your order and credit your card or account the full amount of your purchase. In the event that your item has already shipped please reference our return policy. It may take up to 24 hours to receive the tracking information once your order has shipped. Please Note: Custom built safe orders cannot be cancelled after they have been ordered and put into production.
Do you charge sales tax?
No, we have no sales tax imposed on any order unless it is purchased within the state of Idaho or Florida. This includes orders in which the shipping address is in Idaho or Florida. Please Note: Some states require that taxpayers fill out a “use tax” return and pay the equivalent of a sales tax in their state. Please consult your state law to determine if you have to pay this tax.
Do you offer quantity discounts?
We are happy to offer quantity discounts in most cases. Please contact a representative for a free quote.
Do you price match?
It is our promise to our customers that we have their best interest at heart. We work hard to keep our prices as low as possible, and most often you won’t find anything for less. However, if you do find a lower price please contact a representative to see if we can match it. While comparing prices please be sure you include the shipping costs and any taxes. You will often find a lower advertised price which is then marked up with an extreme shipping cost.
What is your Return Policy?
First and foremost we take great pride in ourselves and our products therefore customer satisfaction is our number one concern. We urge customers to double check their orders before check out but when necessary we do have a 30 day return policy on all pre-manufactured items. The process is quite simple. Please notify a United Commerce Group, Inc. customer service representative of your return to receive a return authorization number and the correct location to send your item. It is essential that each item is in its original condition and packaging. Customers are responsible for the return freight charges and a 15% restocking fee. Once the return item has been received and inspected you will receive a credit for the total of your purchase minus the freight and restocking fees.
Please Note: Unfortunately we can not receive returns on custom build items. If the item you are purchasing requires manufacturing specific to your order details the item is not eligible for our 30 day return policy.
How do I know this purchase will be a secure transaction?
We are always taking extra precautions to assure our sites are 100% secure. United Commerce Group, Inc. is a member of the Better Business Bureau and has partnered with AmeriCommerce to guarantee our customers have a reliable, protected transaction when checking out online with a credit card. We also provide the option of using a pay-pal account for your transaction. Our e-commerce website is equipped with 128bit SSL Security and our sites are also tested daily by McAfee Secure. This piece of software reports on the safety of websites by searching the web and testing for malware and spam.
Can I purchase a gift certificate for your stores?
You bet! With such a vast selection of unique and quality products we understand it might be difficult to pinpoint that special item for the perfect gift. Call a representative today to purchase a store gift certificate for any amount.
Do you ship outside the continental United States?
Unfortunately, due to a number of complications including shipping cost and manufacturer warranty we do not currently ship outside the 48 contiguous United States.
How long will it take for me to receive my items?
Due to the nature of our product offering, and vast selection of brands, it is too difficult to pinpoint an exact shipping date, but we do provide some guidelines to help you estimate the delivery. Many of our items are custom built per customer specifications. These made to order items, will obviously take longer to arrive then items which are pre-manufactured and ready to ship. On each product page, we list the items availability next to the product images, under the name and item number. This will show whether or not the item is available and how long the item takes to ship out. Keep in mind that you’ll still need to allow for time in transit which will vary from location to location. Also, because of our wide selection, sometimes your items will be shipping separately from different locations. Please keep an eye on your email so that you can view the tracking emails when the different items are shipped out.
How will I know when my order ships?
In most cases, once an item ships, a tracking number will be emailed to the address you provided in the order. Many times the tracking website will list an estimated date of arrival. This is just an estimate and will be confirmed after speaking with the delivery company. There are some items that ship with a carrier that does not provide tracking. If that’s the case, please call us and we can help you track the order.
How will I know when my order is to be delivered?
On items over 150 lbs, the date on the tracking website is typically the date the safe is delivered to your local terminal. Once it arrives there, dispatch will call you to schedule a delivery date. This usually consists of a 4 hour delivery window, barring any unforeseen circumstances. An appointment is set in order for you to be there to inspect and sign for the item. For items weighing under 150 lbs, the item will most likely be delivered without notification from the carrier. These items do not require a signature at the time of delivery. The tracking number would be the best way to estimate a delivery date or a call can be made to the carrier to confirm the delivery.
What does your FREE SHIPPING include?
Exactly that, free shipping! We have no gimmicks or hidden fees. The price you see for an item is what you will pay, with the exception of sales tax in the state of Idaho. This will include a standard shipment through the preferred carrier. For items weighing over 150 lbs we include a standard curbside delivery with liftgate (see below).
What is a curbside delivery with lift-gate?
The delivery is made by a freight truck using a liftgate to lower the safe to your curb, or the end of your driveway at your home or business. Please contact us before the item ships if you live on a rural route, a remote area not serviced by freight carriers, or an island. In many cases, the safe will be delivered using a large 18 wheel truck. If you have a narrow, steep, or inaccessible driveway for this type of truck, please contact us prior to the item shipping to discuss other delivery options. If you need a smaller truck or delivery into your home or garage, see our White Glove Services below.
Can I upgrade my standard delivery?
Of course! We understand many of our products are pretty heavy; this is why we offer the option to upgrade to a white-glove in-home delivery service. These services ensure you have the option for in-home placement and guarantee your new item carefully and securely gets where you need it. Prices for white-glove in-home delivery services can be calculated in the shopping cart by entering your city, state, and zip code or by clicking on the "View In-Home Delivery Rates" on the product page.
What White Glove Services do you offer? Platinum: Inside placement, up to 2 flights of stairs, and debris removal.
We offer several different levels of White Glove In-Home Delivery Services to ensure your needs are taken care of. Keep in mind white glove deliveries can take up to 2-3 weeks due to the nature of this specialized service.
Gold: Inside placement (ground level delivery only) and debris removal.
Bronze: 1-2 person delivery to garage or first dry area. No stairs are included in this level of service, however there is no weight limitation.
Please be sure to take careful measurements and keep in mind for delivery there will need to be room for a man on each side of the safe, especially in hallways and staircases. In the case that the safe cannot fit into the desired area due to size limitations, please have a suitable secondary location picked out for the safes final placement. Please check to see if your tile, wood, or other flooring is capable of handling the weight of the safe, If the flooring is not suitable for the weight of the safe, the safe may need to be placed in a different location.It is ideal to have a secondary location in mind.
Any item over 900 lbs. can only be delivered to ground level of the home. Ground level refers to a location where the truck will have access to the area without driving through any lawn or sloped area, a few threshold steps will be acceptable, past that stairs will be permitted for the Gold level service.
What should I do if my order was damaged during shipment?
Our biggest concern is that you are satisfied with your purchase. We do require that all safes over 150 lbs be inspected at the time of delivery before being signed for, the driver cannot leave the site until the safe has been signed for. In the rare occurrence that your order has been damaged during shipment, please note the specific damages on the delivery slip that you sign. Then contact a representative to discuss your options. If your item is partially damaged and you would like to keep it, we will get a replacement part or touch up paint to you immediately, and talk to the shipping company about compensation (if the damage was noted when you signed for it). If your item is non-salvageable, please refuse the delivery and contact a representative. The item will be shipped back and we will ship you a new item as quickly as possible.