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. and the use of Debit Cards or pre-paid cards is discouraged.
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 for most orders. If you are a tax exempt organisation, feel welcome to fax or email a copy of your certificate prior to placing your order.
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 +1-859-647-8844)
Can I fax or email my order?
Yes. Fax to 859-647-0075, or email to email@example.com
Can I come to your store and pick up my order?
We are a manufacturing facility and warehouse - we do not have a storefront. However, customers in the greater Cincinnati area are welcome to place orders over the phone and make arrangements for local pickup.
Shipping Charges & Methods
What is the cost for shipping?
All orders will be charged exact shipping (never a penny more), which is not calculated in the checkout page. We charge the exact shipping rates as assessed by FedEx for their Commercial Ground, Residential Home Delivery, or Expedited Air Services. Many of the items we manufacture and sell carry additional Hazmat carrier fees, which is a factor most of our pyrotechnic customers are already aware of. If needed, please feel free to call us for details or to obtain a quote: 1-800-791-7646
How long does it take?
Most orders are shipped the same (or 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 1:00 p.m. Eastern time.
Can you ship pyrotechnics (hazmat) Express Overnight?
Do you export (ship to addresses outside the USA)?
Yes; however, hazardous (flammable) items can not be shipped outside of the US. If you place your order online, we will email you with your options and 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 $40 fee plus $10 for UN Box Certification. There is only one surcharge per order, regardless of how may hazmat items you're purchasing, within legal weight standards.
Is the hazmat surcharge higher for Express Overnight orders?
Yes. Expedited air shipments of flammable goods and/or compressed gases are assessed a $20.00 fee by the carrier. Pre-packaged Pyro (by Ultratec or Le Maitre) will be charged a $145 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.