Customer Help
Need help? We're here for you.
Frequently Asked Questions
Orders and Shipping
Order delivery time typically ranges from 2 to 6 business days. Actual delivery speed depends on your chosen shipping method and location.
Unfortunately, we cannot modify shipping addresses once an order is confirmed. To avoid errors, please double-check your shipping information before completing your purchase.
If you discover an error immediately after placing your order; contact our customer support team right away. We may be able to assist if the order hasn’t shipped yet.
To track your order, simply use the tracking number provided in your order confirmation email. Alternatively, you can log into your account to view order history and tracking details.
No, we do not store your credit card information on file. Your payment details are securely processed for each transaction and then deleted.
Sales tax is applied to orders shipped to addresses within the state of Florida. If your shipping address is outside of Florida, no sales tax will be charged.
Yes, we offer international shipping to many countries. Please select your country during the checkout process to confirm availability and shipping rates.
Most orders are shipped in a single package. However, depending on the size, weight, or availability of items, your order may arrive in multiple packages.
Please note that there is no additional shipping charge for multiple packages.
Frequently Asked Questions
Returns and Exchanges
Most new, unopened, and unused items can be returned within 15 days of delivery for a full refund minus a 15% restocking fee. Original shipping costs are non-refundable.
Please follow these steps:
Reply to your order confirmation email: Our system automatically generates an order confirmation email with a reply-to address. Responding directly to this email will link your inquiry to your specific order for faster processing.
In your reply, mention:
- Briefly state that you received the wrong item.
- Include the order number (from your confirmation email) for reference.
- Clearly mention the incorrect item received and, if possible, the correct item you ordered (name or product code).
Attach a picture (optional): If possible, include a clear picture of the incorrect item you received. This can help us verify the issue and expedite the resolution process.
Upon receiving your email, our customer service team will investigate the issue and promptly reply with instructions for returning the wrong item and receiving the correct one.
To help us resolve the issue quickly, please follow these steps:
Take clear pictures of the damage: Capture photos of the damaged item(s) and any damaged packaging. Close-up shots of the specific damage are helpful.
Contact us at [email protected] : Our dedicated customer service team is best equipped to handle damaged item claims. Please email us at [your company’s customer service email address] with the following information:
- Briefly state that your order arrived damaged.
- Include your order number (from your confirmation email) for reference.
- Attach the pictures you took of the damage.
Once we receive your email, a customer service representative will promptly investigate the issue and offer you a solution, which may include:
- Replacement of the damaged item(s)
- Full or partial refund
- Store credit
For authorized returns, please ship your items to:
Austin Enterprises Group
2117 S Division Ave.
Orlando, FL 32805
Important:
- Include your order number clearly on the return package for faster processing.
- Consult our return policy (link to return policy page) for details on eligible items, timelines, and any applicable fees.
For any questions or assistance regarding your return or general customer support, you can reach us through the following methods:
- Live Chat: Our live chat feature is available on our website during business hours 9:00 – 3:00 PM EST Monday- Friday for immediate assistance.
- Email: You can also send us an email at: [email protected]. Our customer service team will respond to your inquiry within 24 business hours.
Here’s what you can do if you entered an incorrect shipping address:
Act Quickly: Contact our customer service team as soon as possible. The sooner you notify us, the better chance we have of correcting the address before your order ships.
Contact Methods: You can reach us through:
- Live Chat: Our live chat feature is available on our website during business hours for immediate assistance.
- Email: Send us an email. We recommend using the subject line “URGENT: Incorrect Shipping Address – Order # [Your Order Number]” for faster processing.
Information Needed: When contacting us, please provide the following information:
- Your order number (from your confirmation email)
- The incorrect shipping address you entered
- The correct shipping address (if known)
Important Note: Unfortunately, we cannot guarantee changes to shipping addresses once an order is processed. However, our team will do their best to accommodate your request if the order hasn’t shipped yet.
You may be able to cancel your order if it hasn’t started processing. Unfortunately, we cannot add items to an existing order once it’s placed. In some cases, we can remove items from an order before it ships. To request a change or cancellation, please contact our customer support team as soon as possible.