FAQ

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Company Information

  • Why Buy from NalpakGroup.com?

    NalpakGroup.com is committed to providing you, our customer with the best customer service for the products we sell. Our focus is to make purchasing online, in person or on the phone a pleasant experience. We have gone out of our way to provide detailed product specs, and product finders to make finding the product you need as easy as possible. In addition, while many web sites have abandoned phone support, our friendly US based office is here for any questions you may have. You will be surprised by just how quickly we pick up the phone!

  • How long have you been in business?

    Nalpak, Inc., our parent company, was founded in 1980 and has been offering the best combination of quality products, knowledgeable staff and competitive pricing for over 30 years.

  • Where are you located?

    We are located in El Cajon, CA in San Diego County.

  • Do you have a store?

    Yes, our storefront address is 1267 Vernon Way, El Cajon, CA 92020 and we welcome you to come browse our showroom Monday – Friday from 9AM to 4PM PST.



Contacting Us

  • By Phone

    Monday – Friday 8:30 AM to 5:00 PM PST
    888.488.3372
    619.258.1200

  • By Email
    service@nalpak.com
  • By mail

    Nalpak Group
    1267 Vernon Way
    El Cajon, CA 92020



Security and Confidentiality

  • What is your privacy policy?

    Your privacy is important to us. NalpakGroup.com respects your right to privacy and will not distribute your personal information to any third party that is not involved with the fulfillment of your order.

  • Is my personal and credit card information secure?

    We make every effort to ensure that your purchasing experience at NalpakGroup.com is secure. We use sate-of-the art data encryption technology to protect against lost, misuse or alteration of your user information. Secure Socket Layers (SSLs) encrypt the information sent between your computer and our database. In addition we use Internet fraud screening to protect credit card transactions.

    To be sure you're browsing secure pages, check your Web browsers status bar (located at the bottom of the window) for the closed padlock icon. This icon appears in the latest versions of Internet Explorer and Netscape Navigator to tell you that you are viewing a secure web page. Also, all browsers display an "s" after the "http" (https://..) in the Web site address to indicate that you're in a secure environment.



Order Status

  • How do I find out my order status?

    You can check the status of your order using your email address and the order number. Just click on 'Order Status' on our homepage. You can always email us or call us if you need further assistance.

  • How do I track my order?

    Once your order ships, we will email you a tracking number. You can login to your account here, email us or call us to check status of if you need further assistance.

  • How do I cancel my order?

    If you decide to cancel your order, it is best to call us at 619.258.1200. We try to ship out most orders almost as quickly as we receive them, giving us a very small window to cancel orders. In many cases, our warehouse is packaging and shipping your order within minutes of receiving it. However, once an item ships you can still refuse the shipment for a refund, minus any freight charges.



Backorders

  • What if my item is on Back Order?

    NalpakGroup.com maintains a healthy inventory of the majority of its products. The website's stock status that is indicated is updated on a continuous basis. We make every effort to mark items 'out-of stock' on our site. Occasionally, some items may be out of stock.

  • How long will my order be held on back order if the item is not in stock?

    Most back orders ship within 7-14 days. However, some items may take longer. We will normally send you an email to let you know how long an item will be on backorder. Your order will be held for as long as an item is on back order. You can always email us or call if you have any questions. We appreciate your patience.



Shipping

  • How is Freight Calculated?

    All freight charges are calculated using the dimensional or actual weight of the carton to be shipped, whichever is greater. NalpakGroup.com uses real-time information provided by UPS to get the best possible freight quote. This quote is based on:
    1) Type of UPS Service
    2) Order Weight/Dimensional Weight
    3) Destination
    The shipping weight used is the actual weight or the dimensional weight of the carton the item will be shipped in (whichever is greater). The dimensional weight must be use used because UPS charges an amount based on the carton size and not the actual weight. See www.ups.com for details.

  • Do you ship to Alaska, Hawaii and Puerto Rico?

    We do ship to Alaska, Hawaii and Puerto Rico, and you can place your order on line. You will be given options for shipping methods.

  • How long will it take to receive my order using the flat rate ground shipping?

    Simply enter your zip code on the shopping cart and a window will pop up showing rates and estimated times of delivery.

    This is a UPS Delivery Estimate for Ground Shipments from our warehouse in El Cajon, California.


     

  • Do you ship to PO Boxes and/or APO's?

    Because most of our orders ship via UPS, we do not ship to PO Boxes and or APO/FPO addresses. Nalpak Group is pleased to make USPS quotes and service available upon request. If you feel this option might work better for your situation please call or email us with details of your order.

  • Do you ship UPS Collect on my UPS account?

    If you wish your order shipped on your UPS account you will need to call us at 619.258.1200 to place your order.

  • Do you ship via FedEx?

    If you wish us to ship FedEx AIR collect on your account, please give us a call at 619.258.1200. There is a $10.00 handling fee for this service. We DO NOT ship FedEx ground.

  • Do you ship internationally?

    We now offer international shipping through Bongo USA. .

    Not all items on our site are available for international shipping as some are restricted by our vendors and some are restricted by international shipping policies.



Pricing and Billing

  • When will my credit card be charged?

    When you initially place your order with NalpakGroup.com, we will authorize your credit card for the amount of the purchase. Your card is not charged until the order is shipped. For PayPal and Google Checkout orders only your card will be charged immediately after placing the order regardless of when it ships.

  • Do you charge sales tax?

    We do NOT charge Sales Tax unless you order is shipped to a California address. California State laws require that we charge Sales Tax on these orders, as we are a California based business. If you have a valid California Resale Permit, you will need to send us a copy and you will not be charged Sales Tax.

  • What payment methods do you accept?

    We accept Visa, MasterCard, and American Express. We are now accepting PayPal as well. Existing PayPay users can quickly checkout without having to type in billing and shipping information. PayPal allows users to pay using debit cards, bank accounts, credit cards and stored balances that are accessed through their individual PayPal accounts.

  • What is your Low Price Commitment?

    We work carefully to monitor the Internet and most retail stores to make sure that we provide you with the best prices possible. Unlike many other Internet companies that do no stock their products due to the need to invest in inventory, we stock the majority of our items at our location in El Cajon, CA. That is why you will get fast shipments. We are also able to provide you daily phone and email support.


    At NalpakGroup.com we follow stick Manufacturer Minimum Advertised Price (MAP) guidelines on many of the items we sell. We believe in the fairness and value of our supplies that develop these policies. At the same time, we believe in giving you the best deal possible.


    With all these benefits, we are able to still provide you with a great price. That is why, you can be assured to have an enjoyable and safe shopping experience when purchasing from NalpakGroup.com.



Returns

  • What is your return policy?

    We Guarantee Your Satisfaction 100%. If anything you order from NalpakGroup.com fails to meet your expectations, you may return it for a prompt refund or credit.

    Within 30 days of receipt of your shipment, you may return any items to NalpakGroup.com for a full refund (we will also refund the shipping cost if the return is a result of our error).

    Please note that we can process returns and refunds only for items purchased from NalpakGroup.com. Items that are returned more than 30 days after delivery, are in unsellable condition, or are missing parts will be charged a restocking /refurbishing fee at our discretion. We cannot accept items returned after 60 days.

  • Packing and Sending your Return

    Your return must be in the original package. Pack the item (s) along with the invoice or copy received with the merchandise securely in the original carton. Send the package prepaid via UPS or insured USPS mail to:

    Return Department
    NalpakGroup.com
    1267 Vernon Way
    El Cajon, CA 92020


    If you need further assistance, you can contact us via email at service@nalpak.com or by phone 619.258-1200 Monday – Friday 9am to 4:30 pm PST.

  • How long does it take to get a refund?

    We will notify you via email of your refund once we have received and processed the return item. You can expect a refund in the same form of payment originally used for purchase within 10 to 14 business days of our receiving your return. If your return if not due to our error, we will deduct the shipping/handling costs from your refund.