Frequently Asked Questions
Specialized Products Company receives many questions about our catalog and products, shipping and billing procedures, and our web site. Below are the most frequently asked questions along with concise answers to simplify your SPC online experience. If the answer to your question isn't found, please call us at 800-866-5353 or e-mail us at [email protected].
Catalog Questions
» How can I get a Specialized Products catalog?
» If the catalog and web site list different prices on any product, how do I know which one is correct?
Product Questions
» Who do I contact if I need more information on a product than I find in the catalog or on the web site?
» Does SPC offer volume discounts?
» Who do I contact to return or exchange an item?
» Why can't I find "my" kit on your web site?
Shipping Questions
» Does SPC have a shipping charge?
» What methods of shipping do you offer?
» Can my order be shipped to a different address than my billing address?
» After I place my order, how long will it be before it is shipped?
» What's the quickest way to get my order?
» Can my order be shipped overnight to a rural area?
» Are Surface Freight Shipping Only items able to be shipped overnight?
» International Shipping Disclaimer
» What to do if your shipment is lost in transit?
Billing Questions
» What methods of payment do your offer?
» When will my credit card be billed?
» How do I set up an open account?
» Can I have my order shipped C.O.D. to my home?
Security Questions
Web Site Questions
» Why is my shopping cart empty?
GSA Questions
» How do I place a GSA order?
» When is my GSA discount applied to my order?
» How do I order if I don't have a government credit card?
» Does a shipping charge apply?
» What if I require an alternate shipping method?
» What if I need further explanation or assistance with my GSA order?
» What types of questions should I ask directly of the Specialized Products Company Government Sales Manager?
Catalog Questions
- » How can I get a Specialized Products catalog?
- Call us at 1-800-866-5353 or Submit a Request Online.
- » If the catalog and web site list different prices on any product, how do I know which one is correct?
- The web site always has the most current prices. All prices are subject to change. Please contact our Customer Service Department at 800-866-5353 to verify current pricing.
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Product Questions
- » Who do I contact if I need more information on a product than I find in the catalog or on the web site?
- Call our Customer Service Department at 800-866-5353 or e-mail us at [email protected].
- » Does SPC offer volume discounts?
- All prices are net industrial prices. We offer quantity price breaks on most items and extra discounts can be obtained for large quantity purchases. Please contact our Customer Service Department at 800-866-5353 for more information.
- » Who do I contact to return or exchange an item?
- Please contact our Customer Service Department at 800-866-5353 to obtain a Return Goods (RG) Authorization. Please click here to view our Return Policy.
- » Why can't I find "my" kit on your web site?
- Custom tool kits are not posted on our web site because they are proprietary to you, the customer. To order these please contact our Customer Service Department at 800-866-5353.
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Shipping Questions
- » Does SPC have a shipping charge?
- Yes, we do add a shipping charge. The amount is determined by the size and weight of the merchandise, the chosen shipping method, and the destination of the shipment.
- » What methods of shipping do you offer?
- We ship via Federal Express, UPS and the US Postal Service. If you require a different shipping method enter that information in the Comments Box underneath the 3rd Party Billing Shipping Option or contact our Customer Service Department at 800-866-5353.
- » Can my order be shipped to a different address than my billing address?
- Yes. During checkout there is an option under Shipping Address to ship to a different address.
- » After I place my order, how long will it be before it is shipped?
- If the item(s) are in stock and your order is received by 4:00 p.m. Central Time, it will be shipped the same day.
- » What's the quickest way to get my order?
- Request our overnight delivery option, which is available for orders received by 4:00 p.m. Central Time on in stock items. Please contact our Customer Service Department at 800-866-5353 to confirm overnight delivery. Items with the Surface Freight Shipping Only notation are excluded from this overnight delivery option.
- » Can my order be shipped overnight to a rural area?
- Yes, if the carrier provides Standard Overnight Service to your area. Please contact our Customer Service Department at 800-866-5353 to verify delivery service to your area.
- » Are Surface Freight Shipping Only items able to be shipped overnight?
- Some surface freight items are domestically regulated, ORMD, and cannot ship overnight because they must be transported on the ground. It may be possible to ship surface freight items that are oversized, restricted due to size and weight, overnight for an additional charge. This special request must be handled through our Customer Service Department at 800-866-5353.
- » International Shipping Disclaimer
- CUSTOMER IS RESPONSIBLE FOR ANY DUTIES AND TAXES INCURRED UPON DELIVERY OF THIS ORDER.
International buyers are responsible for all relative import taxes, duties, and/or customs brokerage fees. These fees are in addition to shipping charges and may be charged to you when the item is delivered.
- » What to do if your shipment is lost in transit?
- Product is shipped to agreed address via agreed method specified on the purchase order. If the shipment is not received, contact SPC to file the claim. SPC will file the claim with the carrier. No credit or reshipment will take place until the results from the carrier are received. At that point, SPC will proceed with the replacement shipment or issue credit.
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Billing Questions
- » What methods of payment do your offer?
- Specialized Products Company accepts major credit cards (American Express, Discover, MasterCard and Visa), PayPal, and open accounts with Net 30 terms.
- » When will my credit card be billed?
- After your order is shipped.
Credit Card Disclaimer
When an order is placed, our system authorizes the credit card given for payment. This authorization process verifies that the card has enough funds available, and it places a hold on the card for the subtotal amount of the order. Once the order ships, the credit card is charged for the total amount of the order, including freight and sales tax where applicable. The "pending" authorization amount is typically removed from the credit card account within one banking day, however, the timing of this is determined by the financial institution.
- » How do I set up an open account?
- Qualified commercial firms and government agencies can set up open accounts when using valid company purchase orders. A new account will usually be opened within 24 hours of receiving your request. Contact our Customer Service Department at 800-866-5353 to do so.
- » Can I have my order shipped C.O.D. to my home?
- No.
Security Questions
- » Are my transactions secure?
- Yes. SPC uses Network Solution's Watchdog service to monitor our e-commerce servers, and uses Network Solution's SSL (SiteSafe) to protect sensitive and confidential data during online communication.
Web Site Questions
- » Why is my shopping cart empty?
- Make sure you have cookies enabled on your browser, otherwise your shopping cart will not be retained if you quit browsing and return later.
GSA Questions
- » How do I place a GSA order?
- Click the GSA Contract Holder link off of the home page, verify your GSA credit card, and continue shopping on our website as usual. Or call Government Sales at (800) 866-5353 Ext. 106 or (817) 329-6647 Ext. 106 and any of our sales staff can help.
- » When is my GSA discount applied to my order?
- The discount is applied at the end of the ordering process, when your GSA credit card is approved. However, the GSA discounted pricing is displayed as you browse and add items to your shopping cart, as long as you have pre-qualified as a GSA customer off of the home page.
- » How do I order if I don't have a government credit card?
- You may use a qualified government agency purchase order to receive Net 30 day terms. To do so, call Government Sales at (800) 866-5353 Ext. 106 or (817) 329-6647 Ext. 106.
- » Does a shipping charge apply?
- No, not if ground service is used within the 48 contiguous United States.
- » What if I require an alternate shipping method?
- For alternate shipping methods, specify your shipping choice. Enter that information in the Comments Box underneath the 3rd Party Billing Shipping Option or contact Government Sales at (800) 866-5353 Ext. 106 or (817) 329-6647 Ext. 106. These alternate shipping methods are prepaid and added, FOB Southlake, Texas.
- » What if I need further explanation or assistance with my GSA order?
- Contact Steve Lynes by phone at (800) 866-5353 Ext. 215, by FAX at (800) 234-8286, or by email at or [email protected].
- » What types of questions should I ask directly of the Specialized Products Company Government Sales Manager?
- Contact our government sales manager if your order requirement is over your GSA credit card limit, if you want to put a large order on a blanket purchase agreement (BPA), or if you need a non-stock item that you want to re-order on a regular basis.