General Ordering Questions
What methods of payment do you accept?
We accept Mastercard, Visa, Discover and American Express. You can also send us a money order in the mail. We do not ship C.O.D.
Do I have to pay sales tax?
If you are in Kentucky, you must pay 6% sales tax. If you are not in Kentucky, then there is no tax.
Can I place my order by telephone, instead of on the website?
Yes. You can call us at 1-800-791-7646 between the hours of 9:00 and 5:00 Eastern time. (If you're outside the USA call +1-513-772-7646)
Can I fax or email my order?
Yes. Fax to 513-772-3579, or email to firstname.lastname@example.org
Can I come to your store and pick up my order?
No, we don't have a store. Also, customers are not allowed inside our facility due to insurance regulations.
Shipping Charges & Methods
What is the cost for shipping?
We charge a flat-rate shipping fee for your whole order*, no matter how items you purchase, as long as you are in the continental USA and you don't need express shipping. Flat-rate shipping for Residential Addresses is $14.95, while shipping to Verified Business addresses is $11.95.
*The actual shipping cost will be charged when gallons of fluids are purchased in gallon or case quantities due to the higher shipping weight. The same policy also applies to bulk products and the larger machines that we carry due to the dimensional weight (ie: Fog Machines, Snow Machines, Bubble Machines, Bulk Confetti, etc). We would rather charge you the exact shipping costs instead of raising the prices on these products.
How long does it take?
Most orders are shipped the next business day. Orders are shipped via Fedex Ground. If you're on the West coast, you'll usually receive your order in about a week. If you're in the Mid-West and East coast areas, it'll usually be sooner.
Can you ship Express Overnight?
Yes, but you must call your order in to us as 1-800-791-7646. Only place your order on our website if you can wait for regular ground delivery.
What is the deadline for Express shipments?
You should call us before 2:00 p.m. Eastern time.
Can you ship pyrotechnics (hazmat) Express Overnight?
Do you export (ship to addresses outside the USA)?
Yes; however, some items can not be shipped outside of the US. Place your order online and we will email you with the shipping charges. Then you can either confirm the order, or cancel it. International orders are pre-paid via Bank Wire (additional bank fees apply)
What is a hazmat surcharge?
This is an extra handling fee for boxes that contain flammable or solid combustible items. This fee is on top of the regular shipping charge.
How do I know if the products I've ordered have a hazmat surcharge?
All Ultratec and Le Maitre professional pyro will be charged additional HazMat and Box fees. These fees are NOT calculated at the time of checkout and are added to your total when your package ships. Please see below for a breakdown of these additional fees.
How much are HazMat fees for Ultratec and Le Maitre pyro?
Pre-packaged Pyro (Professional Stage Pyrotechnics) and Flame Gels will be charged a $30 fee plus $10 for UN Box Certification. There is only one surcharge per order, regardless of how may hazmat items you're purchasing.
Is the hazmat surcharge higher for Express Overnight orders?
Yes. Expedited air shipments of flamable goods and/or compressed gases are assessed a $20.00 fee by the carrier. Pre-packaged Pyro will be charged a $80 fee plus $10 for UN Box Certification.
Returns & Warranties
ALL SALES ARE FINAL
All Damages & Claims Must Be Reported Within 48 Hours Of Product Receipt.
Most products carry a Theatre Effects 90 day in-house warranty through which we will either repair or replace the product at our discretion. Many products carry a manufacturer’s warranty of 1 or 2 years. Inquire about this with your Theatre Effects Sales Representative in regards to specific products.
Exceptions are as follows:
- Lights: There is no warranty on bulbs.
- Pyrotechnics and Air Cannon Technics: We warrant only that the product is sold to you in a working condition. Once the product is received and/or the product is used, there is no warranty. We expressly do not make any merchantability or fitness for purpose of warranties.
To receive warranty service, first contact us for a Return Authorization Number (RA#). Pack the warranted product securely, mark the RA# clearly on the package, insured for the full valve of the merchandise, and ship it to us via UPS or FedEx so you have track-ability. You are responsible for the cost of shipping the item(s) to us. After we repair or replace the item (at our discretion), we will return the item to you freight prepaid (we pay the return shipping).
Warranty returns received without an RA# will be assessed a $10 handling fee.
Contact us for a Return Authorization Number before shipping anything back for warranty repair.
What if my question is not answered in this FAQ?
Please send us your question via E-mail. We will answer your question, and probably add it here to our FAQ.