Frequently Asked Questions

Easily find answers below to the questions we hear most often.

1. 1. Who is 3tailer? What name will show up on my credit card and/or billing statement?
2. 2. I received a defective product or am unhappy with the product I received. What should I do?
3. 3. How long will it take to see a refund on my card?
4. 4. Do you ship outside the USA?
5. 5. Can my order be shipped to an address different from that of my billing address?
6. 6. Does 3tailer accept purchase orders from schools or government establishments?
7. 7. Can I place an order over the phone?
8. 8. Why do I need to give my CVV number?
9. 9. What if I don’t have a credit card?
10. 10. Why do you need my email?
11. 11. Why wasn’t there a packing slip, invoice, or any other forms included in my order?
12. 12. When can you be reached by phone?
13. 13. The item I wish to purchase says "discontinued", will you carry it again in the future?
14. 14. Is your website secure?
15. 15. Does 3tailer have a store I can visit in person?
16. 16. What is your affiliate program?

1. 1. Who is 3tailer? What name will show up on my credit card and/or billing statement?
   3tailer, LLC is the parent company of this website and will appear on your billing statements unless otherwise specified. We are a Better Business Bureau accredited company and have been in business since 2005. Please contact us first before attempting to do a chargeback for an unrecognized charge. For more information on our company please visit our website at http://www.3tailer.com.
   
   [Back To Top]
   
   
2. 2. I received a defective product or am unhappy with the product I received. What should I do?
   3tailer is dedicated to customer satisfaction. In the event that you receive a defective product or are unhappy with the product you receive, please contact our Customer Service Representatives at (800) 251-3638. After your return is processed with our CSR, you will receive a Return Authorization Number. You must have this number for return to be accepted and credit to be given. For more details regarding returns, please review our complete return policy.
   
   [Back To Top]
   
   
3. 3. How long will it take to see a refund on my card?
   Depending upon your payment method, refunds should show within 5 business days of receiving your returned product(s) at the warehouse.
   
   [Back To Top]
   
   
4. 4. Do you ship outside the USA?
   We do! We're happy to ship to over 200 countries through our partnership with International Checkout. For orders outside of the USA, please see our international shipping information. Please check our complete shipping policy for more details regarding shipping.
   
   [Back To Top]
   
   
5. 5. Can my order be shipped to an address different from that of my billing address?
   Can my order be shipped to an address different from that of my billing address? Yes. During the checkout process you will have the option to select a shipping address different from that of the billing address. Unless you change the shipping address, it will default to the address entered for billing.
   
   [Back To Top]
   
   
6. Does 3tailer accept purchase orders from schools or government establishments?
   Yes. Before placing a purchase order please contact us at (800) 251-3638 and speak with our Customer Service Representatives. Purchase orders are accepted via fax. When faxing your purchase order, you must include your email, phone number, shipping address and cost of shipping in addition to your purchase order requirements.
   
   [Back To Top]
   
   
7. 7. Can I place an order over the phone?
   3tailer gladly accepts orders via phone at (800) 251-3638. Before calling make sure you have the item numbers for all products you wish to purchase. This number can be found under the title of the product when viewing the product page.
   
   [Back To Top]
   
   
8. 8. Why do I need to give my CVV number?
   The CVV number, or credit card verification number, is listed on the back of most cards and is to verify that you have the physical card in front of you. Our site is secured by Thawte, so you can rest assured that this information is safely encrypted and will not be shared with any third party. For security purposes, we do not store credit card information.
   
   [Back To Top]
   
   
9. 9. What if I don’t have a credit card?
   We also accept PayPal and Google Checkout in addition to Visa, MasterCard, American Express, and Discover card. Special arrangements can be made for large orders and organizations. Please contact us first before attempting to pay by check or money order.
   
   [Back To Top]
   
   
10. 10. Why do you need my email?
    We are committed to decreasing our carbon footprint so rather than include paper with every shipment, your email address will be used to send your order receipt confirmation and tracking number.
    
    [Back To Top]
    
    
11. 11. Why wasn’t there a packing slip, invoice, or any other forms included in my order?
    Email is our primary means of communication with our customers. To cut down on paper usage for environmental and cost standpoints (one reason why our prices are so low!), we eliminate unnecessary documentation by sending all order confirmations and invoices electronically. Please keep the invoice you received via email readily accessible, as it contains important information that may be needed for a return or exchange. If you lose your order receipt email, we can easily send you another one.
    
    [Back To Top]
    
    
12. 12. When can you be reached by phone?
    We typically offer phone support Monday through Friday from the hours of 9AM until 5PM EST at our toll-free number (800) 251-3638. Phone support may not be available on certain national holidays. If calling after hours please leave a voicemail with your name, phone number, order number (if applicable), and a brief description of your inquiry, and a customer service representative will contact you as soon as possible.
    
    [Back To Top]
    
    
13. 13. The item I wish to purchase says "discontinued", will you carry it again in the future?
    Unfortunately, if an item says discontinued that means we are out of stock and will no longer carry that product. Often times, however, we will carry a replacement product that is similar to the discontinued item.
    
    [Back To Top]
    
    
14. 14. Is your website secure?
    Yes, we are secured by Thawte with an industry-standard 128 bit SSL certificate. You may verify this by clicking on the icon at the bottom of our website. Please make sure that the current date is being displayed on the bottom of the icon.
    
    [Back To Top]
    
    
15. 15. Does 3tailer have a store I can visit in person?
    3tailer is an online only retailer. Unfortunately, we only sell products online and do not have any retail locations.
    
    [Back To Top]
    
    
16. 16. What is your affiliate program?
    Click here to learn more about our Affiliate Program
    
    [Back To Top]