Frequently Asked Questions (FAQs)

Shipping & Handling:

What is Accentrio’s shipping and handling policy?

Accentrio’s shipping and handling rates were designed to be as reasonable as possible. The flat shipping and handling rates we charge are based on the cost of your order and the destination zone.

Can I figure out how much my shipping and handling will cost?

Your shipping and handling costs are charged by “Zone”, and reflect a percentage of your order size. Zones are determined by the United Parcel Service (UPS), which you can determine using this Zone Chart, and based on shipping from our warehouse in Redlands, CA. Identify the Zone you’re shipping to, apply the appropriate rate on the Freight Chart, and calculate the shipping and handling charge. No guessing! Please note that the minimum charge for shipping to all zones is $7.95.

Why are there higher shipping and handling rates for the different zones?

All transportation companies shipping via ground do charge more the farther they have to go. Expenses such as gas, labor, and so forth add up as the miles add up. Since almost all of your shipments originate in California, shipments to the East Coast cost more than shipments to the Midwest. You can find all of them online here on the Website.

What does “May require additional shipping and handling” mean?

This statement can normally be found on bulky or heavy items, which cost more to ship.

I’m Canadian. Why is my shipping and handling 45%, when Zone 8 shipping and handling is 30%?

Your 45% consists of Shipping and Handling, Duties, and GST. You’re pre-paying all your duties and taxes so that Canada Post can ship your merchandise directly to your door.

Ordering

Do I have to pay for items before I receive them?

Yes. To keep our prices as low as possible, we only ship orders when we have received full payment.

I’m Canadian. How can I pay for my orders?

You can pay by debit or credit card (Visa, MasterCard, American Express, and Discover). Please note Accentrio only accepts payments in U.S. funds.

Why are Alaska, Hawaii, Puerto Rico, the Virgin Islands, and Guam paying higher shipping rates?

Customers in areas outside the continental United States pay higher shipping and handling rates because all carriers charge higher rates to ship to these areas. The product costs are the same for all our customers, site-wide, and the shipping calculator on the website’s Shopping Cart is the about the same cost that the Shipper charges to deliver to a specific location, as divided by Zones.

How do you handle returns and claims?

Accentrio makes every effort to see that your orders are shipped correctly and that they reach you safely. Every order shipped from Accentrio is double-checked for accuracy.  Our Refund Policy for our shop is HERE.   If you have a lost order, if the items are damaged during shipment, or wish to return a non-defective merchandise, please create a ticket here.  Kindly include your Order ID Number in the body of your message in this new ticket.

If a purchased item includes a product guarantee or warranty, follow the instructions on the guarantee or warranty for repair or replacement.

For non-defective merchandise returns, you must receive prior authorization to return an item to Accentrio. Specific conditions and restrictions apply including a 20% re-stocking fee and other requirements.

To obtain Accentrio’s authorization to return an item for credit or replacement, simply Contact Us HERE within 30 days of purchase.  Please include your Order ID Number in the body of your message in this new ticket.

Can I track my orders?

Once we ship your order, you can track it quickly and easily on your Account here on our  Website (under “My Account“).  You will also receive an automated email with your Order Details. And another email when your order has shipped.  Please remember to allow two days for us to ship your order. To track your orders online, just go to the Recent Orders page, and if the status of your order is “Shipped”, you can track it by clicking on “Shipped”. This will bring up your order’s tracking number, which you can then click on to be taken to the shipper’s website and follow the instructions on the screen.

How long will it take my order to arrive?

A good estimate is to translate your Zone Number into business days. For example, Zone 4 might take four business days; Zone 2, two business days. Remember to allow an additional two business days for us to process your order.

How long before I receive my order if I pay by EFT?

Accentrio processes and ships orders within one to two business days of receipt of full payment, however, all electronic funds transfers (EFT) via checking or savings account payments) to Accentrio will be subject to a holding period of nine business days to ensure bank payment clears. This means that up to nine business days AFTER the date of purchase is the date the order will be released.

Why hasn’t my order left the warehouse yet?

If you paid for your order using your checking or savings account (via electronic funds transfers or EFT), your order will be “on hold” and not begin processing for up to nine business days after the order is placed to ensure the bank payment clears. Your order will not ship from our warehouse until about two business days after the order is released from this hold.

How can I have an order shipped Rush?

Rates are significantly higher for rush delivery and on all shipments outside the continental United States. Therefore, we encourage customers to avoid using rush delivery service and to have goods shipped to a physical U.S. address, to minimize shipping and handling costs. However, there is a Rush option available, both on this Website and when ordering by mail or in person.