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800-816-3824

SUPPORT HOURS: 9AM - 5PM EST

FAQ

 

How can I place an order?

Orders can be placed in one of the following ways:

Online: You may conveniently add items to your cart and check out directly on the website.  You have the options to pay by Credit Card or PayPal.

Phone: Call 1-800-816-3824 to get in touch with our customer service department and place an order.

Email: Email us at sales@empireabrasives.com to place an order. Please include your Billing Address, Shipping Address and Contact Information as we will need to reach out to get the credit card information.

 

What methods of payment do you accept?

We accept Visa, MasterCard, American Express, Discover, and PayPal.

 

How much is shipping?

The shipping cost will be calculated at checkout and is based on weight, destination and shipping method. Orders over $200.00 within the continental United States qualify for free shipping.

 

When will my item ship?

Orders placed before 3 pm EST on a business day will typically be shipped that same day.  Orders after 3 pm or on non-business days will ship the following business day.

 

Has my item shipped yet?

When an item is shipped, you will be automatically notified via email. This email will include the tracking number for the package as well.

 

How long will it take to get my order?

Orders shipped through Economy shipping take approximately 2-7 business days to arrive.

 

Can my order be expedited?

Expedited shipping options are available upon checkout. These options include USPS Priority, UPS 3-Day Air, UPS 2nd Day and UPS Next-Day Air. 

 

What shipping providers do you use?

We typically ship with the USPS or UPS, depending on the order.  Shipping methods available are Economy, USPS Priority, UPS 3-Day Air, UPS 2nd Day and UPS Next-Day Air.  We do not ship with FedEx or DHL.

 

Where are your products shipped from?

All of our products are shipped from our distribution center located just outside of New York City.

 

Can our order be billed to our UPS account?

Yes. If you’d like us to bill the shipment to your UPS account you can do so by requesting this service in the notes at checkout or by calling us to place the order.  Please remember to provide the account number as well as the account’s billing zip code.

 

Do you ship internationally?

We are currently working on including international shipping options. If you live outside of the United States and would like to order any of our products please contact us and we will be happy to assist you if possible. Note that you, the buyer, are responsible for all import fees.

 

I just placed an order and realized I selected the wrong product or entered the wrong information. How can I fix this?

Please contact us immediately regarding any mistakes with your order. We will do our best to rectify the problem before the order is picked up by the carrier.

 

Is “X” product in stock?

All of the products listed on the website are in stock unless noted otherwise.

 

Is it possible to special order sanding belts in specific grits and sizes?

We have access to an extensive amount of hard to find sanding belts. Please contact us and let us know what you’re looking for through our contact page or our email, sales@empireabrasives.com, and we will provide you with a quote.

 

What is your return policy?

You may return new, unopened items within 30 days of delivery for a full refund of the product, excluding shipping charges. Buyers will be responsible for return shipping costs unless return is a result of seller error (i.e. the wrong item was sent).

You should expect to receive your refund within four weeks of giving your package to the return shipper; however, in many cases you will receive a refund sooner. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item

 

How can I obtain a receipt for my order?

Receipts are automatically sent out to the email address associated with the account used to place the order. To obtain additional copies, feel free to contact us.

 

Can you provide me with a W-9 form?

Please send any W-9 form requests to sales@empireabrasives.com.

 

Why is my credit card not working?

Please double check to ensure all information was entered correctly. If you are still having issues, give us a call at 1-800-816-3824.

 

Do you have a catalog?

We do not have a paper catalog at the moment. Recently we increased our product offering drastically, therefore a catalog is in the works but it will take some time to finish. All of our products that we keep regular stock of are on the website. If there is anything you need that you do not see, please contact us with that product's details and we’ll be happy to quote you if possible.

 

I’m not required to pay tax. How can I place an order properly?

Since this is an internet business, there is no tax for sales to customers outside of the state of New York. If you are within the state of New York and are tax exempt, please send any exemption certificates for sales tax to our email, sales@empireabrasives.com.

 

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