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Policies & FAQs

FindTape.com's policies and answers to frequently asked questions about purchasing, shipping, billing and returns can be found below.

Purchasing [go back to top]

Where can I purchase locally?

We are a retailer, both online and we now have one brick and mortar store in North Brunswick, NJ. You can also 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:

What payment methods do you accept?

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. We will not process purchase orders unless the shipping method and cost are indicated on the purchase order.

Purchase orders should be faxed to 866-698-9890 or emailed to orders@findtape.com. 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.

Can you enter my purchase order (PO) and then call for a credit card?

If you want to email or fax over your purchase order to us we'd be happy to enter that for you and then call over for a credit card as long as the merchandise total on the purchase order is at least $100. For smaller orders we ask that you complete the checkout yourself on the FindTape.com web site. If your company prohibits you entering a credit card online please just go through our checkout process and choose the 'Check or Money Order' method of payment option on our billing checkout page. After the order is complete you can then call over your credit card details along with your FindTape order number to our call center at 800-806-7580. We can then convert the order to credit card as the method of payment and will email over an updated receipt. Also please note the requirements that have to be met first before you can use your own UPS account to ship are viewable online at:

https://www.findtape.com/customer/help.aspx#s8

And our Certificate of Conformance (C of C) policy is viewable online at:

https://www.findtape.com/customer/help.aspx#p4

Can I change or cancel my order?

Use the contact form or call us at (800) 806-7580 to inquire about canceling or changing an order. When an order change or cancellation request is received, FindTape.com will immediately contact the distributor/manufacturer of the products and request the order be changed/canceled. Please note distributors/manufacturers have multiple carrier pick-ups throughout the day and your package may not be able to be pulled from the pallet it was placed on prior to carrier pickup. Sufficient notice is required to cancel or change an order. Typical pick-up times for USPS and UPS are 11:00 am EST and 4:00 pm EST.

If the products were already shipped, the order can still be returned and the STANDARD SIZE PRODUCTS RETURN POLICY will apply.

If our distributor can intercept the package prior to pickup, a 15% restocking fee will apply to the order if the product was cut and packaged prior to receiving the cancellation or change request.

Payment for an order is processed immediately when the order is placed, therefore the purchaser may still see a charge for the order, even if the order was canceled. A credit will appear on your next bank or charge card statement, minus any applicable restocking fee.

Can a certificate of conformance (C of C) ship with my order?

Free C of C requirements:
  • The order must be by the case and the product being ordered must meet a F.A.R. flame retardancy specification so that the manufacturer includes the certificate of conformance default with all new shipments. Less than case single roll orders and orders for merchandise not meeting F.A.R. standards would not include a free C of C.
  • 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 requirements 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 be sure to check the box on the billing step of our checkout process to indicate you want to include the extra certificate of conformance fee for the order (if you do not see a checkbox on that step of checkout please contact us before proceeding since we will need to confirm that is an item we can get a certificate for first).

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 cannot be provided for any product classified as overstock. Also if a percent shelf life remaining over 50% is required that must be communicated before the order is processed. Typically the maximum percent shelf life remaining we can request is 85% which typically requires ordering by the full case.

How do I find out what the shelf life is for the tape I am interested in?

Unless specifically noted on the web site's detail page for a product or in the link to the product's data sheet (if available) the standard shelf life of adhesive tape is typically 2 years when stored at 40°F to 100°F and in 0-95% relative humidity.

How does the FindTape Rewards program work?

  • Earn 5 reward points for every USD$1 in eligible spend.
  • Redeem 100 points to get USD$1 off.
  • For example if spend USD$100 on an order earn 500 points and can then get USD$5 off to redeem on your next order.
  • Earn 500 points for just signing up for the free program (which will get you USD$5 off your next order).
  • Also earn an extra 100 points per social media site you connect with us by liking or subscribing [ Facebook, Twitter, Instagram, YouTube, TikTok ].
  • Sign up within your My Account section of the FindTape site.
  • Must be signed up for the program before an order is placed to get points for an order (cannot retroactively add points for previous orders placed before you signed up for the program or before the program was initiated). The program was initiated on November 24th, 2019.
  • Reward points from multiple accounts cannot be combined.
  • Points awarded for eligible spend on FindTape.com web site and in a FindTape Retail Store which includes merchandise minus any other discounts or promotions (shipping & tax are not included as eligible spend or purchases made on marketplaces such as Amazon or Walmart).
  • The minimum number of points that can be redeemed for a discount is 500 points. Points must be used in multiples of 100 (500 points for $5 off, 600 points for $6 off, etc.). Points can only be redeemed for web and in-store orders (cannot be used when phoning in an order to our call center).
  • Cannot redeem points for a discount that would be greater than the current merchandise subtotal.
  • Points expire 12 months from issuance.
  • Rewards point value will be forfeited if merchandise purchased using a reward is returned.

Do you collect Sales Tax?

  • FindTape.com shall automatically collect and withhold the applicable sales tax for orders to be delivered to addresses where we either have physical or economic nexus which are: Arizona, Arkansas, California, Colorado, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, Nevada, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin and Wyoming.
  • If orders are being drop shipped directly from a converter with a physical presence in that state (currently Connecticut, Massachusetts, and South Carolina for one of our converters) then sales tax will also be collected and paid to our converter for payment to the appropriate jurisdiction in that state.
  • Purchasers from states other than Arizona, Arkansas, California, Colorado, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, Nevada, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin and Wyoming may be subject to sales taxes, or other taxes, from that state unless the purchase is tax exempt from taxation in that state (a purchase is not tax-exempt merely because it is made over the Internet, by catalog, or by other remote means).
  • The following states do not currently have a sales tax: Delaware, Montana, New Hampshire, and Oregon.

How do we flag our account as being Tax Exempt?

If you are a tax-exempt organization and would like to flag your tax exempt status on your FindTape account, please follow the procedure below. *** We can NOT issue a sales tax refund retroactively after an order has shipped so please make sure to follow the procedure below.

Procedure

  1. Login to your FindTape account by clicking "Log In" at the top of each page on the website. If you do not already have a FindTape account, you can create a new one by clicking "Create Account" at the top of each page on the website.
  2. Send us your completed tax exemption documentation (NJ ST-3, PA REV-1220, etc.) via either email or fax. Please include the email address you used to create your FindTape account.
    Email: orders@findtape.com
    Fax: 1-866-698-9890
  3. After we receive and verify the documentation we will send a confirmation email indicating that you can now place tax exempt orders.
  4. Simply logout and then log back into your FindTape account and that's it. You can now place tax exempt orders to be shipped within the state you provided documentation for. Please note, you MUST be logged in and use our online checkout process (not PayPal Express Checkout) for the orders to be tax exempt.

How can I qualify for Teacher/Educator, First Responder and Active Military discounts?

We offer a site-wide 10% discount to all educators, active military, and first responders. If you qualify for these discounts, please follow the steps below to verify your ID. *** Please note, these discounts cannot be combined with other discounts or promotions including bulk/case discount pricing.

Procedure

  1. Login to your FindTape account by clicking "Log In" at the top of each page on the website. If you do not already have a FindTape account, you can create a new one by clicking "Create Account" at the top of each page on the website.
  2. Send us a photo of the front and back of your service member ID (i.e. educator ID, active military ID, or first responder ID) via either email or fax. Please include the email address you used to create your FindTape account.
    Email: orders@findtape.com
    Fax: 1-866-698-9890
  3. After we receive and verify the documentation we will send a confirmation email indicating that your ID has been verified. Your verification will be valid for 1 year OR will expire based on your service ID’s expiration date.
  4. Simply log out and then log back into your FindTape account and that's it! You can now place orders in-store and online with your 10% discount. Please note, you MUST be logged in and use our online checkout process (not PayPal Express Checkout) for the orders to include your 10% discount.

Pickup in Warehouse [go back to top]

Instructions

Warehouse pickup lets you buy items online and pick them up in one of three warehouses (NJ, NV and PA). You avoid shipping and scheduled delivery charges — and you may be able to get your order faster. All warehouse locations are closed on Saturdays, Sundays, and most major holidays.

Here's how it works

  • During checkout, choose Customer Pick-Up at your designated warehouse.
  • Place your order and wait to receive a "Ready for pickup" e-mail. (This is a separate e-mail from your order confirmation.)
  • Bring your ID and order receipt to the warehouse and pick up your items.
  • We'll hold your items at the warehouse for 7 days. If you don't make it in by then, we'll cancel the order and refund your method of payment minus a 15% restocking fee.
  • If you cannot pick up your order within 7 days, you may either call FindTape Customer Service at 1-908-248-0427 or email orders@findtape.com to prevent your order from canceling and extend your warehouse pickup time frame.

Bring to the Warehouse

  1. Your government-issued photo ID
  2. Your order receipt showing the order number.

At the Warehouse

  • Customer parking is available at each warehouse.
  • When inside, please see the Warehouse Associate or Customer Service Representative to collect your items.

Who can pick up your order

You can pick up your order yourself or choose someone else to pick it up. To have your order picked up by someone else you will need to provide the pickup person's name, e-mail address, and phone number. Your pickup person will need to show his/her ID and the order number at the warehouse. Only you — or the person you've told us will pick up your order — can pick up your items.

Changing or Canceling Warehouse Pickup

To change or cancel a Warehouse Pickup order, call us at 1-908-248-0427 or email orders@findtape.com. We'll hold your items at the warehouse for 5 days. If you don't pick up your items by then, we'll cancel the order and refund your method of payment minus a 15% restocking fee.

A few more things to know

  • There's no charge for Warehouse Pickup.
  • Case orders may be larger and heavier than expected due to their packaging. Please keep this in mind when considering what vehicle you use to pick up your order.
  • Virtual and one-time-use credit cards cannot be used for Warehouse Pickup.

Shipping [go back to top]

Where do you ship to?

To see the list of countries we currently allow shipping to in our checkout process please click on the link below.
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). Or to ask for a shipping quote on a country we do not currently support please see here.

How are shipping costs calculated?

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.

What are the different shipping method options you offer?

We offer a variety of carriers and methods to ensure you have the best shipping options available. Please note that not all shipping options seen below may be available for your destination.

FedEx (Federal Express)

  • Ground/Home Delivery - Standard shipping option and guaranteed to get to its destination in one to five business days (six in some areas) depending on the destination. An economical choice for commercial and residential shipments.
  • Express Saver - Guaranteed service for your less time-sensitive shipments with delivery by the end of the third business day. This service is a good mix between economy and delivery speed.
  • 2nd Day - A good alternative to overnight shipping when you have the flexibility to allow an extra day for delivery. Parcels will be delivered to their destination by the end of the second business day (some locations in Alaska and Hawaii require additional transit time).
  • Standard Overnight - Overnight, guaranteed, next business day delivery service for all 50 states and Puerto Rico (some limitations in Alaska and Hawaii). Delivery by 10:30 a.m., 12:00 noon, or end of day, depending on destination.
  • International Economy - International shipping service with guaranteed worldwide delivery based on your destination. Expedited shipping is a fast service for less-urgent international shipments. Two-to-five day shipping service to over 220 countries and territories, door-to-door service with in-house customs clearance and up to three delivery attempts.
  • International Priority - International shipping service with guaranteed worldwide delivery based on your destination. One-to-three day shipping service to over 115 countries and territories, door-to-door service with in-house customs clearance and up to three delivery attempts.

UPS (United Parcel Service)

  • SurePost - An economical, residential, ground service. UPS SurePost combines the consistency and reliability of the UPS Ground network with final delivery typically provided by the U.S. Postal Service. The delivery time of SurePost is typically around one day slower than UPS Ground.
  • Ground - Standard shipping option and guaranteed to get to its destination in one to five business days (six in some areas) depending on the destination. An economical choice for commercial and residential shipments.
  • 3-Day Select - Guaranteed service for your less time-sensitive shipments with delivery by the end of the third business day. This service is a good mix between economy and delivery speed.
  • 2nd Day Air - A good alternative to overnight shipping when you have the flexibility to allow an extra day for delivery. Parcels will be delivered to their destination by the end of the second business day (some locations in Alaska and Hawaii require additional transit time).
  • Next Day Air - Overnight, guaranteed, next business day delivery service for all 50 states and Puerto Rico (some limitations in Alaska and Hawaii). Delivery by 10:30 a.m., 12:00 noon, or end of day, depending on destination.
  • Worldwide Expedited - International shipping service with guaranteed worldwide delivery based on your destination. Expedited shipping is a fast service for less-urgent international shipments. Two-to-five day shipping service to over 220 countries and territories, door-to-door service with in-house customs clearance and up to three delivery attempts.
  • Worldwide Express - International shipping service with guaranteed worldwide delivery based on your destination. One-to-three day shipping service to over 115 countries and territories, door-to-door service with in-house customs clearance and up to three delivery attempts.

USPS (United States Postal Service)

  • First-Class Mail - The fast and affordable way to send lightweight packages, up to 13 ounces, using the reliable USPS network. Delivery of first-class mail is given priority over standard mail and is typically made in 1 to 3 business days.
  • Priority Mail - An expedited delivery service that is typically made in 1, 2 or 3 business days for packages up to 70 pounds.
  • Priority Mail International - This shipping method features a reliable and affordable international delivery service to more than 180 countries. Delivery is typically made within 6 to 10 business days (actual days may vary due to customs delays) and includes USPS tracking services.

Amazon Shipping Service

  • Standard Shipping - Take advantage of Amazon's extensive delivery network at an economical price. Delivery is made to most destinations in three to six business days.
  • Expedited Shipping - This is a one to three day delivery service to most destinations in the USA. Take advantage of Amazon's extensive delivery network at reasonable prices.

Consolidated

  • This is an international shipping method where an agent (freight forwarder or consolidator) combines individual consignments from various orders and shippers into one shipment made to a destination agent, for the benefit of preferential customs brokerage rates. This arrangement allows the goods to be shipped at lower shipping rates since each order is not being charged a standalone customs brokerage charge.

How long does it generally take for orders to ship?

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 cannot 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.

Can I change the shipping method for my order after it has been placed?

As long as we receive and read the email before the shipping carrier has picked up the order we can change the chosen shipping method and update the shipping charge appropriately. It is understood that the customer is aware of the cost of shipping associated with the method they have asked for since all shipping method costs are displayed during the checkout process.

Has my order shipped / can I track it?

Please check our order status page for the current status of your order including tracking details from the shipping carrier.

What happens if an incomplete or incorrect shipping address was entered, no one could accept delivery of the shipment, or if the shipment was refused?

The shipping carrier will charge us for the initial outbound shipping (and UPS/FedEx will also charge a fee to correct the address or a fee for the shipment to be returned). If the address had to be corrected because incorrect delivery information was supplied with the order then the address correction fee which was charged will be debited against the payment method used for the order (UPS currently charges $14.00 per box for address corrections - click here for their latest 'Additional Charges' document). If the shipment was returned and if you want the package resent the shipping charge(s) will be debited from your card again or if you no longer need the items the full merchandise subtotal minus our converter's 15% restocking fee and minus the shipping charges both there and back will be credited back to your card. If a C.O.D. order is refused we will call to get a credit card which the outbound and return shipping charges can be billed to (or we will charge against a credit card we have on file).

What happens if incorrect or damaged items are sent or items are missing from the shipment?

Please note we must be notified within 30 days of having received the shipment of any discrepancies or damaged items. If you receive a damaged box from a shipping carrier such as UPS please be sure to sign for the box as damaged and also please keep the box until UPS closes the claim we will put in with them on your behalf. We will issue a return label to have any incorrect items sent back to us and we will re-ship the correct items out (if new items are sent and the pre-paid return label is not used to send the other items back we will assume you would like to keep the original shipment and a new charge will be processed for the items that were reshipped using your original payment method). If, because of the delay, the items are no longer needed we will issue a refund for the items and their original shipping cost. Because of the high cost of expedited shipping we do not upgrade the shipping method from that chosen on the original order when the new items are sent out. If the tape received is not the same width/length as that ordered please contact us (you have 30 days to inspect the shipment from the date of delivery). Please remember though that most tape is cut 24mm per 1 inch of tape width so a 4 inch roll will be cut to 96mm. If the tape is not within a few mm of the stated cut size please let us know. Also if the length received is short by more than a few percentage points please also contact us so a refund can be issued for the shortage.

Can I use my own UPS or FedEx account number to ship?

Our distributor requires the merchandise total on an order to be for over $250 AND for product to be ordered in full case quantities before an order can be processed using a customer's UPS or FedEx account number. The account number must be valid for the United States (can not use for international shipments) and can not be a FedEx Ground shipment (only UPS or FedEx Express methods can be chosen). Once these requirements are met an entry box will show up on the shopping cart page which will allow you to enter your carrier account number. Please note that if the carrier charges back the shipping 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). This 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 too 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.

Billing [go back to top]

Can I get a copy of my order receipt?

Yes, please use the contact form on the site to make this request and a PDF copy will be emailed to the email address entered when the order was placed.

Returns [go back to top]

How do I return items from an order?

STANDARD SIZE PRODUCTS RETURN POLICY (US):

The original purchaser may return standard size, unused and unopened products within 30-days of the date-of-delivery, for a refund or product exchange. You must obtain a Return Merchandise Authorization (RMA) number from FindTape.com prior to sending the item(s) back. Use the contact form to process your RMA.

Return shipping must be prepaid at the purchasers’ expense. The original shipping charge will be reimbursed ONLY IF; (1) the incorrect product was sent, or (2) the product was sent to a location other than the address supplied by the purchaser, or (3) the product was damaged in transit. If the product was damaged in transit you will be required to initiate a claim with the shipper to receive a shipping cost refund. Please note that returns sent with postage due will be returned to sender. Our shipping department cannot accept back packages with postage due.

Products returned will be subject to a 15% restocking fee. The restocking fee will not apply to products returned for quality issues. Products will be sent to the manufacturer for quality evaluation. The purchaser should return all or most of the product so a full evaluation can be completed by the manufacturer. Shipping costs will not be refunded if the manufacturer deems the product is within specification and/or meets quality standards.

FindTape.com will not accept product returns after 30-days of the date-of-delivery. It is the responsibility of the purchaser to ensure the product’s color/adhesive/size/style work in their application based upon the specification and/or information available on FindTape.com.

Returns after 30-days and before the end of the product’s stated shelf life are subject to the manufacturer warranty. The purchaser should contact the manufacturer directly with quality questions and/or return authorization information.

STANDARD SIZE PRODUCTS RETURN POLICY (INTERNATIONAL):

Option 1: FindTape.com can assist the purchaser with the return of standard size products by using a shipping consolidator to process the package(s). The shipping consolidator will provide an in-country address and will calculate the appropriate customs/duties required to be paid for the shipment. FindTape.com will deduct 100% of the original outbound shipping charge to any refund given. Use the contact form to request a return authorization and arrange for pickup. All other STANDARD SIZE PRODUCTS RETURN POLICY (US) statements apply.

Option 2: The purchaser may return the products directly to the manufacturer’s facility/warehouse in the U.S. Use the contact form to request the address to make a direct shipment. The package(s) must be sent Delivered Duty Paid (DDP) or the package(s) will be refused. All other STANDARD SIZE PRODUCTS RETURN POLICY (US) statements apply.

SPECIAL ORDER SIZE PRODUCTS RETURN POLICY:

Special order size products are not returnable and not cancellable if the materials have been ordered or cut prior to receiving the cancellation request. See the Cancel or Change Order Policy for more information.

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