Purchase Policies
**NOTICE – THESE TERMS APPLY ONLY TO PURCHASES OF MATERIAL DIRECTLY FROM STEGO INDUSTRIES, LLC VIA OUR ONLINE PORTAL**
E-Commerce Customer Service
The following contact information can be used for all inquiries related to purchasing material directly from Stego Industries, LLC via our online portal.
Our Customer Service email address is: shopstego@stegoindustries.com
Our Customer Service phone number is: 877-464-7834.
(If you leave a Voicemail after hours please also send us an email including your phone number in case we have difficulty understanding your call back phone number.)
Our Customer Service Department is open Monday through Friday, 8:00 am to 5:00 pm (PST).
We observe typical Federal holidays.
Emails and Voicemail received during off hours and holidays will be handled by our team in the order in which they were received at the beginning of each business day.
Our postal address is: (Do not send returns to this address.)
Stego Industries, LLC216 Avenida Fabricante, #101San Clemente, CA 92672Payment
Currency: Prices displayed on our website are in U.S. dollars.
Types of payment: We accept Visa, MasterCard, Discover, and American Express. We do not accept personal or business checks. If you have any questions about payments, please contact Customer Service at 877-464-7834.
Taxes: Our purchase processing system calculates and assesses all applicable taxes including all state sales taxes.
Purchases
Purchases Submitted: A customer purchase is considered “placed” or “submitted” when our system issues an Order Confirmation email to you. A “submitted” order is not a binding agreement. We reserve the right to decline or cancel any or all of a submitted customer purchase order.
Product Availability: Product availability on our website may not be guaranteed as it may be low in stock or impacted by other transactions. If the product is not available by the time your order processes you will be notified via email. You can verify product availability Monday through Friday, 8:00 am to 5:00 pm (PST) by calling Customer Service at 877-464-7834.
Fulfillment: Customer purchases will be processed in the order in which Stego Industries, LLC receives them.
Customer purchases will be processed Monday through Friday 8:00 am to 5:00 pm (PST). In most cases, customer purchase orders received by 5:00 pm (EST) will be processed within the following 24 hours.
Backorders: If you place an order for an item that is not in stock, your item will be considered a backorder. If an item you ordered is on backorder, we will notify you via the email address and/or phone number of record (the email address/phone number you entered when placing your order or registering in our system). At that time, if there are items in your entire order that are available to ship immediately, you can ship them immediately, or wait until the entire order is available to ship together.
Order Changes (by customer): You may request a change to an order prior to it being shipped by calling Customer Service at 877-464-7834 during business hours, and provided you are aware the change may result in a delay in the delivery of the original order. There are limited things the representative can change but we will do what we can.
Order Changes (by Stego): We will not change your order or make substitutions without contacting you prior to shipment. If, due to product availability or changes in our inventory, the need arises to change your order we will contact you via email and/or phone.
Order Cancellation (by customer): You may request a cancellation of an order prior to it being shipped by calling Customer Service at 877-464-7834, during business hours.
Shipping
Shipping Fees: Shipping is free.
Areas we service: We currently only ship within the contiguous United States. Please contact Customer Service at 877-464-7834 to inquire about shipments outside the contiguous United States.
Delivery: We coordinate the transportation and delivery of your purchase through a third-party freight carrier. (We do not accommodate product pick up by our customers.)
Order Processing
Please call Customer Service immediately after placing your order to avoid fees if you know your delivery address presents special circumstances.
An email notification will be sent to the customer’s email address of record (the email address you entered when placing your order or registering in our system). The emailed shipping notification will include confirmation of the order being shipped, and a tracking number from the freight carrier. Additional contact info for the freight carrier can be found on their website.
During this current freight environment, you should anticipate a minimum of 3-7 business days for receipt of delivery. However, we cannot guarantee shipping dates. The freight carrier will provide you an expected delivery date, but that is subject to change. Allow extra time for shipping.
Damage or Loss: If you experience any damage or loss to your shipment, please call Customer Service at 877-464-7834 immediately upon receipt of order so we can assist you.
Refunds
Refunds: If a refund or partial refund is due to you, the actual refund may take 3-10 days to be credited back to the account you paid with.
Returns
Returns: Please contact us at shopstego@stegoindustries.com or 877-464-7834 to begin the return process. StegoDIY Tape may be returned, replaced, and/or refunded in accordance with the terms of the StegoDIY Tape Limited Warranty (see product page for full terms or contact us at shopstego@stegoindustries.com or 877-464-7834 for additional details). All other unopened, unused, and undamaged products in their original quantity and packaging may be returned within thirty (30) days of purchase. With the exception of StegoDIY Tape, you will be asked to submit pictures of all material to be returned so we can determine which items are re-sellable and a 15% restocking fee will be charged and deducted from your refund. Customer is responsible for return shipping costs.
Fulfillment Errors: Sometimes human errors occur in pulling together and packing orders. If we made a mistake, we will fix it. Please contact Customer Service at shopstego@stegoindustries.com to let us know.
Defects: If you purchase a product from us that arrived defective, please contact us at shopstego@stegoindustries.com or 877-464-7834 so we can correct the issue.