Customer Service

Customer Service
See also
Electrical Tapes
Tapes for Scrapbooking

Customer Service

Frequently Asked Questions

If your question is not answered here please see our contact us request options below or if you would like to order by phone please see our direct contact details below.

Unfortunately we're only an online retailer (not a manufacturer or distributor) and do not have any other distribution other than the web site. You can always try contacting the manufacturer of the tape you are interested in to see if they may have a local distributor in your area. Here are some links for the contact information to several manufacturers whose products we carry:
Orders are sent to our distributor between 8am to 3pm EST (Eastern Standard Time) Monday through Friday - some products need to be cut to width or material shipments may be delayed so please specify a 'must arrive by date' during the checkout process if applicable (or after your order has been placed you can reply to your order confirmation email with a date your order must arrive by). Also if you are ordering a non-stock special order item or an order currently on backorder the dates we display on the web site are estimates and can not be guaranteed since we do not currently have material in stock for those. The shipping method of an order will not be upgraded to an expedited method unless a 'must arrive by' date was entered during the checkout process and we did not email back within 2 business days that the date could not be met. If a 'must arrive by date' is not specified and we have not shipped your order within a week or so we will typically email you with an updated shipping status; however please email us at any time to have us inquire about a shipping status update.
In our checkout process we currently accept Visa, MasterCard, Discover, and American Express as payment options. You can also choose to pre-pay for an order with a check or money order. We also give you the choice to ship an order immediately if you choose UPS C.O.D. (UPS adds on an extra charge for this service). Besides our checkout process we also support PayPal Express Checkout. Also please note that there will be a $25 fee applied for any check which is dishonored.

We currently only accept purchase orders if:
  • From a U.S. government or a public educational institutions (.gov or .edu domains only).
  • The merchandise total, not including the shipping charge, is at least $100.
  • Payment terms must be specified as NET 30 on the purchase order.
  • The shipping charge must be indicated on the purchase order so please add the items you want into your shopping cart and then enter in your destination zip code and click 'Calculate' so that your shipping charge can be determined. Please note that you do not need to proceed through checkout in order to calculate your shipping charge.

Purchase orders should be faxed to 866-698-9890. If you are going to mail a purchase order to us please also fax over a copy since prices on the web site do change frequently and a fax once received can be entered at the currently posted price.
We currently ship direct to addresses in the United States (including APO/FPO addresses), Puerto Rico, Guam, American Samoa, Northern Mariana Islands, the U.S. Virgin Islands, Canada, Australia, Belgium, Denmark, Finland, France, Germany, Italy, Malta, Netherlands, New Zealand, Norway, Poland, Portugal, Singapore, South Korea and the United Kingdom. If your country is not listed please use our Contact Us page to inquire about when your country will be supported (we are now using a consolidated international shipper to lower your shipping costs and are adding countries pretty frequently).
All shipping is based on the weight and destination of the items being shipped. Most items are calculated as shipping from Fairless Hills, PA 19030 or Las Vegas, NV 89115; however special order items often times ship from other locations. To determine the shipping cost related to the items in your shopping cart please select your preferred shipping method and enter your shipping zip code on the shopping cart page and then click on the 'Calculate' shipping button.
As long as your order has not been processed by our distributor/converter for shipment you can call in or use the contact form to ask about changing an order (if tape has already been cut to width or an order put in for a non-stock item then we can't process an order change request). Orders for stock items can be canceled before shipment however if tape has already been cut to width or packed a restocking charge (15%) will still apply. In the case of a cancellation or change a new charge or credit may appear on your credit card statement since credit cards are billed right before an order is processed for shipment. Please note USPS picks up around noon EST from our distributor and UPS around 4PM EST so sufficient lead time would need to be given for orders to be changed or canceled before they are picked up by the shipping carrier.
Free C of C requirements:
  • The order must be by the case (not less than case single roll orders).
  • You must request the certificate at the time the order is placed (just reply back to your order confirmation email receipt).

Paid C of C requirements:
  • For a $10 extra charge our converter can provide certificate of conformance documentation for orders that do not meet the case requirement stated above.
  • All requests need to be made at the time of purchase so the lot # can be recorded with your order when the rolls are packed so that the proper certificate can be provided.

Please note a manufacturer certificate of conformance, instead of a certificate of conformance from our converter, can only ship with tapes that conforms to federal certifications such as Polyken 108 Flame Retardant Carpet Tape and Polyken 231 Military Grade Duct Tape. Also please note certificates can not be provided for any product classified as overstock.
Our distributor requires the merchandise total on an order to be for over $200 AND for tape to be ordered in full case quantities before an order can be processed using a customer's UPS account number. Once these requirements are met an entry box will show up on the shopping cart page which will allow you to enter your UPS account number. Please note that if UPS charges back the shipping charges to our distributor for any reason (e.g. a typo in the account number, refusal to pay, etc.) then the credit card the order was placed with will automatically be billed for those shipping charges plus an extra service fee of $25 (an email will be sent indicating the amount charged). The is due to the fact that by the time our distributor is notified of the charge from UPS it has already appeared on their statement and it is to late to reverse it. At that point they send us over a separate invoice for the charge plus an associated service fee for the separate billing.
For non-special-order products ordered on this site we will provide to the purchaser a refund or exchange so long as the merchandise returned is unused, unopened if retail-packed, returned to within 30 days of the date of delivery, and prior to the return an RMA# has been received from (please use the contact form to let us know the details of the return so that an RMA can be issued). Please do NOT send back tape without first obtaining an RMA # along with the appropriate address to send it back to. The merchandise should be returned freight prepaid (customer's own expense) and the original shipping charge will not be returned unless incorrect merchandise was sent, if the merchandise was sent to the wrong location, or if the merchandise was damaged in transit. If the shipment was damaged in transit you must file a report with UPS or USPS in order for us to initiate a claim.

Any product not returned due to quality issues will have a 15% restocking fee applied since either rolls were cut to width from log rolls and now pre-cut rolls have to be put back into stock instead of having a full log roll available to cut to any width ordered or for pre-cut rolls replenishment stock may have been ordered. In order for a refund to be given on merchandise that you believe is defective or does not live up to the specifications noted on the web site the used tape (or a majority of the tape) must be returned so that we can send it to the manufacturer for testing. The cost of shipping (and any certificate of conformance charges if applicable) will not be returned if the manufacturer deems the product to be within specifications. If an ordered tape is outside of the 30 day return period, but within its stated shelf life, and you believe it is not up to specification then the manufacturer's warranty will apply. It is the customers responsibility to ensure that the product and color work in their application based upon the information on the web site (this is especially true for large multiple case orders that need to be cut to width; for those orders product can only be returned if the item does not meet the specifications noted on the web site).

INTERNATIONAL ORDERS ONLY: to save you the trouble of shipping internationally back to us and having to figure out the appropriate customs/duties to pay we can instead have you ship box(es) back to a shipping consolidator we use in your country. To then get the box(es) back to the appropriate converter's location that shipped the rolls originally we would deduct 75% of the original outbound shipping charge before processing the return credit. If you'd like to instead ship back directly to the appropriate converter's warehouse in the U.S. just email us back for that address; just make sure it is shipped DDP (Delivered Duty Paid) to them since they can not make payment at time of delivery and would have to refuse the shipment otherwise.

PICKUP ORDERS ONLY: Please note pickup orders are charged at the time the order is processed and packed up. If an order is not picked up a return credit can be processed for merchandise which is returnable; minus our converter's 15% restocking fee as noted above.

Common Contact Us Requests

If your specific request is not shown here you can put in a general inquiry here.

To let us know details about your application requirements (substrates the tape needs to adhere to, does the tape need to be removable, temperature resistance, etc.) please fill out the form here.

To inquire about when an item can ship out please fill out the form here to let us know the quantity of the tape needed including its desired color and size.

To put in a request for a product which is not currently available for purchase on or to ask for a custom quote for a prodcut width not shown please fill out the form here.

To put in a cancel request for an order just placed please fill out the form here.

To request a change to an order just placed please fill out the form here.

To lookup the current status of your order please fill out the form here.

To request more details about when your order will ship out please fill out the form here.

To request that a return merchandise authorization (RMA) number be generated for you to reference on your return please fill out the form here.

To request that a PDF receipt by emailed to you for an existing order please fill out the form here. Contact Information

Please note the address below is a mailing address only and items ship from different tape converters we work with. Primarily items will ship out of Fairless Hills, PA 19030 or Las Vegas, NV 89115. LLC
1330 Rt. 206, #103-149
Skillman, NJ 08558
United States
phone # 1-908-248-0427 or 1-800-806-7580 (800 # is U.S. only)
fax # 1-866-698-9890

We typically have representatives available to answer phones on Monday through Friday from 9am to 5pm EST.
Please note calls are recorded for quality assurance purposes.