Customer Service

Shipping & Delivery

SHIPPING METHODS:

All orders placed with E. C. Kraus will be shipped by either the U. S. Post Office or United Parcel Service.

FREE SHIPPING:

Orders totaling more than $50.00 will be shipped for FREE. This applies only to orders to be shipped within the 48 adjoining states. Your order will be shipped by either First Class Mail or Priority Mail through the U.S. Post Office, or by UPS Ground. How the order ships depends on the size and weight of the package and the distance it is to be delivered.

If you have a preference as to which of these shipping methods are used, there may be a nominal fee to cover any difference in cost between how you would like the package shipped versus how we normally would have shipped it.

PACKAGING CHARGE: There is a one-time $2.00 packaging charge that applies to each order. This charge is for the materials used to pack your order such as boxes, cushioning, labels, tape, etc.

SHIPPING & DELIVERY TIMES:

We take pride in the urgent way we handle orders. All orders are shipped either the same day they are placed or the next business day. An exception to this would be "Special Order" items. These items are shipped the same day we receive them.

If your order was shipped by UPS Ground, you can expect to receive it in 1 to 4 business days. If your order was shipped by either First Class Mail or Priority Mail through the U. S. Postal Service, you can expect to receive your order in 2 to 6 days, including Saturdays.

The above times are for orders shipping to the 48 adjoining states. For orders shipping to Alaska, Hawaii and U.S. Possessions it will take between 6 and 14 days.

The above chart shows expected shipping times for order that are shipped by United Parcel Service.

TRACKING YOUR SHIPMENT:

Shipping confirmations are sent by email either the same day the order ships or the next business day. These confirmation emails will have information needed to track your order shipping progress, including the tracking number and links to the appropriate site for tracking.

ALASKA, HAWAII & U.S. POSSESSIONS:

We welcome orders from the outer U.S. regions. All orders are shipped by either Priority Mail or by Standard Parcel Post through the U.S. Post Office.

If your order totals to $50.00 or more, you will only be charged for the difference between the total cost of shipping your order and the cost of shipping your order within the 48 adjoining states. If your order totals to less than $50.00, you will be charged the full amount of shipping.

SHIPPING LIMITATION: Unfortunately, we are unable to ship some items to Alaska, Hawaii and U.S. Possessions. This is usually due to issues with weight, size or breakage. Items that fall under this category are labeled as such both on the website and in our catalog.

APO & FPO MILTARY ADDRESS:

Due to an extremely high number of missing packages, we have suspended all shipments to military addresses until further notice. The number of packages that have gone missing or confiscated by either the U.S. Postal Service or a foreign customs entity has risen dramatically. Based on this information we are unable to provide service to military addresses of any kind at this time.

CANADA & INTERNATIONAL ORDERS:

At this time we do not ship orders to Canada and other countries. We only ship to the 50 U.S. States and U.S. Possessions.

Order Issues

MY ORDER ARRIVED DAMAGED:

This is something that doesn't happen often, but when it does it can be a big disappointment. Please be assured that if any item arrives damaged you will not be alone. We will be there to make sure the problem is rectified and done so in a timely fashion.

If a package arrives with the outer box looking extremely tattered and abused, do not assume that the items inside are damaged. We take great pains in making sure your order is packaged extremely well. Chances are the items inside are just fine.

Open the package and carefully inspect each item for damage. If you find that there are items damaged then call our Customer Care Team at 1-800-353-1906 during office hours and we will immediately begin to correct the problem.

Please do not throw away any of the original packaging materials or damaged items for 8 business days or until you have been told that it is okay to do so. These items may be needed to be picked-up by the shipper. If the package is leaking, please store in a plastic trash bag in an area where floors or carpet can not be damaged.

I NEVER RECEIVED MY ORDER:

We take pride in the urgent way we handle orders. All orders are shipped either the same day they are placed or the next business day. Orders are shipped by either UPS Ground or by Priority Mail through the U. S. Post Office.

If you live in the 48 adjoining states, you can expect your order in 1 to 6 business days. For orders shipping to Alaska, Hawaii and U.S. Possessions it will take between 6 and 14 days.

If you have not received your order within these timeframes, then you can track the package online by using the information contained in the shipping confirmation email.

Shipping confirmations are sent by email when each package is shipped. These emails have the information needed to track your order including the tracking number and links to the appropriate site for online tracking.

If you did not receive this information, you can call the Customer Care Team during office hours at 1-800-353-1906 and they will provide you with the information as well as track your package for you.

MY ORDER ARRIVED INCOMPLETE:

It is important that you go through all of the packaging materials before determining if an item is missing or not. Many of the items we package are wrapped in shipping paper for protection. Smaller items may be attached to, or folded up inside, the invoice. Sometimes items can get rattled to the very bottom of the package during shipping.

If you did not receive all the items you ordered, determine exactly what items are missing and how many. Find the order-blank that is in the package to see if you were charged for the missing items.

Once you have this information, call our Customer Care Team at 1-800-353-1906 during office hours and we will get the missing items on the way to you immediately.

If you were not charged for the items originally, you will then be charged at the time they are shipped. You will not be charged for any additional shipping or packaging.

THE WRONG ITEM WAS SENT:

We take the task of filling your order very seriously. After your order has been filled, it is checked twice before it is packaged and shipped. This makes it virtually impossible for the wrong items to be sent. However when it does happen, you can be assured that we'll take care of our mistake swiftly.

If you believe that you were sent a wrong item, just go through the invoice provided in your package to verify specifically which item(s) were sent incorrectly and which item(s) you were charged for--the correct item(s) or the wrong item(s).

Once you have this information gathered, call our Customer Care Team at 1-800-353-1906 during office hours and they'll get the right item(s) on the way--right away.

I NEED TO CHANGE MY ORDER:

Once an order has been placed, we will make every effort to accommodate you with changes that need to be made to it. Once an order has shipped we will no longer be able to make changes to the order.

Since most orders are shipped the same day they are placed, this leaves a very small window of opportunity to make changes.

To make changes to your order you will need to contact our Customer Care Team at 1-800-353-1906 during office hours. They will be more than happy to change the items on the order or the shipping address while they can.