Q: What does On-Hold mean when I check the status of my order?

A: On-Hold simply means that one or more of your items is on backorder, and your credit card has not been charged.

Q: How long will it take for me to receive my order once it ships?

A: Generally orders shipped from us on a parcel carrier such as UPS will arrive in 3-5 business days. Orders shipped from us via freight-line usually arrive in 5-7 business days.

Q: How can I cancel my order?

A: If you would like to cancel your order before it ships all you need to do is email us or call with your name and the order number. If you need to cancel your order after it ships you can refuse the delivery, but please contact us with your intention to do so.

Q: If I cancel my order, will I incur a restocking fee?

A: In the event that you cancel your order before it ships you will not be charged a restocking fee. If you cancel your order by refusing delivery, or by accepting delivery and returning it within 30 days you will subject to a 25% restocking fee. Special orders are final sales and not available for return.

Q. If my order is On-Hold or is cancelled because it cannot be fulfilled, will I receive a telephone call?

A: No, in most cases you will receive an email containing such information. Because we deal with such a high volume of customers on a daily basis, we find email to be the most efficient means of communication.

Q: How does Big D's Price Matching work?

A: Big D Bolt & Tool, Inc. will price match any product on our website as long as:

• The competition is an authorized reseller of the product in question.
• The product is in stock, and ready to ship from the competitor store being compared to.
• Freight costs will be taken into consideration for the price comparison.
• The product must be new.
• We must be able to contact the store in question to verify pricing.
• Price matches must be for products available (from the competitor) at the time of your Big D price match request.
• Our product cost must allow us to match the competitor price.
• Product price being matched must be for a product we have in stock

If the product meets the criteria above, we will price match the product for you!

Important: In stock items usually ship the same day if ordered by 2:00 p.m. Central Time. Otherwise they will be shipped the next business day. In the event items are on backorder they will ship immediately upon our receipt of the items. Some of the items that we sell are drop shipped from the factory (these items ship directly from the manufacturer), if it is a drop-ship item it will be indicated on the product page.

Take Advantage of Big D’s Price Match Guarantee:

Big D Bolt & Tool, Inc. will price match any product on our website as long as:

• The competition is an authorized reseller of the product in question.
• The product is in stock, and ready to ship from the competitor store being compared to.
• Freight costs will be taken into consideration for the price comparison.
• The product must be new.
• We must be able to contact the store in question to verify pricing.
• Price matches must be for products available (from the competitor) at the time of your Big D price match request.
• Our product cost must allow us to match the competitor price.
• Product price being matched must be for a product we have in stock

If the product meets the criteria above, we will price match the product for you!

At this time we are only able to ship to the 48 contiguous states. Unfortunately we are unable to ship to P.O., F.P.O., or A.P.O. Boxes at this time. Currently we cannot ship to Alaska, Hawaii, or U.S. territories (i.e. U.S. Virgin Islands, Puerto Rico, etc.)

Also, we are UNABLE to accept international orders at this time (i.e. orders sold to a U.S. customer and to be shipped to an international destination by Big D Bolt and Tool, or orders purchased by an international customer and shipped to a U.S. destination).

For fraud protection, we cannot process any express shipments (UPS Next Day or 2nd Day Air) to locations other than that of the cardholder, unless we are contacted in advance with authorization. This is for the protection of the cardholder and Big D Bolt and Tool.

We proudly ship with UPS (United Parcel Service), if you would like a different carrier please call our order line at 1-800-344-2443 and we will be happy to discuss your options.

JOBOX, Fasteners, and Werner Ladders are shipped freight and will be quoted upon request. Please be aware that JOBOX, Fasteners, and Werner Ladders are sometimes extremely heavy and shipping charges could exceed $100.00.

When items are shipped via freight truck we will arrange delivery with one of several freight companies that we deal with on a daily basis. The freight company must be able to access your area with a large truck (sometimes an 18-wheeler). The driver will bring the item to the "tailgate" of the trailer, from that point it is up to you to unload the item (they are not obligated to help you unload the item or take the item to your garage). If you need a lift gate please notify us as there is usually a lift gate fee added by the trucking company. To avoid a lift gate fee you can always pick up your order at the trucking terminal in your area. This is a popular delivery method.

PLEASE inspect all packages upon delivery. Any damages or shortages MUST be noted on the bill of lading at the time of delivery. (Please make sure you retain a signed copy for yourself). Note any missing items or any damage on the bill of lading, retain a copy and notify the carrier and us immediately.

Occasionally packages are returned to us as undeliverable. When the carrier returns an undeliverable package to us, we issue a full refund. We are unable to re-ship orders that are returned to us as undeliverable. If you would still like to purchase items that were undeliverable, you are welcome to place a new order on our Web site. If you suspect your order cannot be delivered as addressed and you have not received confirmation of its return or refund after 4 weeks from the estimated delivery date, please contact us. Please double-check your address carefully when placing a new order. If an order is refused delivery, shipping charges will not be refunded and a restocking fee of 20% will apply.

Customers are responsible for all freight charges unless it was shipped in our error. Customers are also responsible for any return shipping charges on exchanged or replaced merchandise. A restocking fee of 20% may be added to items returned after 30 days. Damaged items, items used or on closeout, or special orders may not be returned. We are not responsible for manufacturer changes in product or specifications. We will not issue a credit or refund for any product, which is returned to us that has been used or altered, if any parts are missing or if the packaging is incomplete or ruined.

Big D Bolt and Tool will credit you for any item returned UNUSED in original carton within 30 days of original purchase date less shipping charges. A restocking fee of 10% will be added to items returned through no fault of Big D Bolt. Items must be in resalable condition, in the original carton, unused, and shipped back with a copy of your invoice, and we will promptly credit your account in the same manner you purchased. If the item was purchased during a free or discounted shipping term you will be charged $5.00 service fee. Big D Bolt and Tool is not responsible for typographic errors, price variances, or manufacturer delays. All offers, policies, coupons & promotions are subject to modification and/or termination at any time.

Big D Bolt and Tool is committed to serving our customers with quality product and speedy delivery, we have been in business for over 25 years, and have a highly trained and dedicated staff ready to serve your needs or just to answer your questions.

Our Commitment To Privacy:

Your privacy is important to us. To better protect your privacy we provide this notice explaining our online information practices and the choices you can make about the way your information is collected and used. To make this notice easy to find, we make it available on our homepage and at every point where personally identifiable information may be requested.

The Information We Collect:

This notice applies to all information collected or submitted on the Big D Bolt and Tool website. On some pages, you can order products, make requests, and register to receive materials. The types of personal information collected at these pages are:

Name, Address, Email address, Phone number, Credit/Debit Card Information, (etc.) On some pages, you can submit information about other people. For example, if you order a gift online and want it sent directly to the recipient, you will need to submit the recipient's address. In this circumstance, the types of personal information collected are: Name, Address, Phone Number, (etc.)

The Way We Use Information:

We use the information you provide about yourself when placing an order only to complete that order. We do not share this information with outside parties except to the extent necessary to complete that order.

We use the information you provide about someone else when placing an order only to ship the product and to confirm delivery. We do not share this information with outside parties except to the extent necessary to complete that order.

We offer gift cards by which you can personalize a product you order for another person. Information you provide to us to create a gift card is only used for that purpose, and it is only disclosed to the person receiving the gift.

We use return email addresses to answer the emails we receive. Such addresses are not used for any other purpose and are not shared with outside parties.

You can register with our website if you would like to receive our catalog as well as updates on our new products and services. Information you submit on our website will not be used for this purpose unless you fill out the registration form.

We use non-identifying and aggregate information to better design our website and to share with advertisers. For example, we may tell an advertiser that X number of individuals visited a certain area on our website, or that Y number of men and Z number of women filled out our registration form, but we would not disclose anything that could be used to identify those individuals.

Finally, we never use or share the personally identifiable information provided to us online in ways unrelated to the ones described above without also providing you an opportunity to opt-out or otherwise prohibit such unrelated uses.

Our Commitment To Data Security:

To prevent unauthorized access, maintain data accuracy, and ensure the correct use of information, we have put in place appropriate physical, electronic, and managerial procedures to safeguard and secure the information we collect online.

Our Commitment To Children's Privacy:

Protecting the privacy of the very young is especially important. For that reason, we never collect or maintain information at our website from those we actually know are under 13, and no part of our website is structured to attract anyone under 13.

How You Can Access Or Correct Your Information:

You can access all your personally identifiable information that we collect online and maintain by Calling 1-800-344-2443 and having your information handy, including any credit card information used to make a purchase. We use this procedure to better safeguard your information.

You can correct factual errors in your personally identifiable information by sending us a request that credibly shows error.

To protect your privacy and security, we will also take reasonable steps to verify your identity before granting access or making corrections.

How To Contact Us:

Should you have other questions or concerns about these privacy policies, please call us at 1-800-344-2443 or send us an email at info@bigdboltandtool.com.