Shopping
FAQ
General
Ordering Questions
Shipping
Charges & Methods
Hazmat
Surcharges
Returns
& Warranties
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 service@theatrefx.com
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.
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Shipping
Charges & Methods
What
is the cost for shipping?
We
charge a flat fee of $9.95 for your whole order*, no matter how
items you purchase, as long as you are in the USA and you don't
need express shipping. Additionally, there may be a charge for hazmat
if your order includes pyrotechnics (see Hazmat Surcharges).
In addition, on all orders containing HazMat (pyro) products there
will be a $4.25 Adult Signature Charge added to the order which
is the exact total levied by FedEx unto us, which we have to pass
along to the customer.
This is to protect you the customer and us the provider.
* The actual shipping cost will be charged when gallons of fluids
are purchased in case quantities due to the higher shipping weight.
The same policy also applies to the larger machines that we carry
due to the dimensional weight (ie: Fog Machines, Snow Machines,
Fog Cabins & The Bubble King Bubble Machine). 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 (in the Cybershop) 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?
Yes.
Do
you export (ship to addresses outside the USA)?
Yes.
Place your order in our cybershop and we will email you with the
shipping charges. Then you can either confirm the order, or cancel
it.
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Hazmat
Surcharges
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 $9.95 shipping
charge.
How
do I know if the products I've ordered have a hazmat surcharge?
If
a product has a surcharge associated with it, it will say so when
you view your shopping cart, and when you check out. This information
is also displayed on the product's info page.
How
much is the hazmat surcharge?
It
is either $5 for ground shipments or $20 for expedited air shipments.
There is only one surcharge per order, regardless of how may hazmat
items you're purchasing. If you order a combination of items that
are HazMat, you only pay one HazMat fee (ie: $5.00 if going by ground
delivery).
Is
the hazmat surcharge higher for Express Overnight orders?
Yes.
As mentioned above, expedited air shipments as assessed a $20.00
fee by the carrier.
Adult
Signature Charge of $4.25 on all HazMat shipments?
In
addition, on all orders containing HazMat (pryo)products there will
be a $4.25 Adult Signature Charge added to the order which is the
exact total levied by FedEx unto us, which we have to pass along
to the customer.
This is to protect you the customer and us the provider.
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Returns
& Warranties
Can
I return things?
All
Damages & Claims Must Be Reported Within 48 Hours Of Product
Receipt.
Most unused items may be returned for credit, less a 15% restocking
fee, provided it’s within 15 days of the original purchase
date, the products are in new condition and in their original packaging,
and the following Exceptions and Rules are adhered to under next
section.
Which
products are not returnable?
- Special
order items or bulk purchases are not returnable. Ask your Sales
Representative if any of the items on your purchase fall under
this category.
- Pyrotechnic
items. Pyrotechnic devices (hardware) of any kind, including any
of their expendables (Flash Paper, Cotton, String, Powders, Smoke
Cartridges, etc..) may not be returned for any reason, with no
exceptions being made.
- Items
are not returnable if a secret and/or information is an integral
part of the value of the product (ex. Books, videos, magic tricks).
Why
can't I return pyrotechnics?
In
regards to pyrotechnic hardware and expendables, there is no way
for you to legally ship many of the items back to us, as you must
be hazmat-certified in order to ship pyrotechnics. In addition we
can not sell returned pyrotechnic devices as we can no longer warrant
the safety and integrity of the devices after being in the possession
of another entity.
What
are our rules for product returns?
1.
Items must be in new condition and in the unopened original product
packaging. If you open it, it’s yours.
2. You must contact us for a Return Authorization Number (RA#) within
72 hours of receipt of your purchased items. After receiving an
RA#, the goods must be returned within 10 days. Return Authorization
Numbers expire after 10 days.
3. Mark your RA# clearly on the package and ship the package via
a shipping service that offers tracking numbers, being sure to insure
the shipment for the full value of the merchandise.
4. No credit will be given on shopworn merchandise, displays, merchandise
with price tags, items that you did not purchase from us, and products
that were altered by you or your customer.
5. All parts and instructions must accompany the return.
Returns
received without an RA# will be refused by our Receiving Personnel.
If your package somehow makes it into our facility and if credit
is not allowed, you will be contacted and asked if we should discard
the products or return them to you at your own expense. If we are
unable to contact you, or you do not respond, items will be discarded.
To avoid these situations, always contact us for a Return Authorization
Number (RA#) before returning any products.
What
is your warranty?
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:
1.
Lights: There is no warranty on bulbs.
2. Pyrotechnics and Aerotechnics: 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 trackability. 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.
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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.
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