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FAQs

Do I have to create an online account to order? 

Yes. All wholesale customers must establish an account. In order to do so, you must have a tax resale identification number. You will be asked to enter this number when setting up your account. 


Is there an order minimum? 
Yes. To open a wholesale account with The Sarut Group, your first order must meet a $500 minimum. Reorders are subject to a $200 minimum. 

Can I place an order over the telephone? 
Yes! Our friendly sales team is ready to take your order. Please call our toll free number 800.345.6404*. We accept telephone orders Monday – Friday during the hours of 9am-6pm (Eastern Time). If you wish to order outside of business hours, we invite you to order through our online shop, which is open 24/7. 
*Customers calling from outside of North America may reach us by calling (+1) 718.387.7484.
 

Can I place an order for an item that is currently out of stock? 
Yes. If an item is currently out of stock, we will give you an estimated date of availability. The item will be placed on backorder and we will ship it to you when it becomes available. 

What credit cards do you accept? 
We accept Mastercard, Visa, and American Express. 

Is it possible to establish terms? 
Yes. To establish terms with our company, you must place a minimum of two orders in a calendar year. After your second order, you may apply by submitting your credit sheet to our company via fax at 718.387.7474 or via email to credit@thesarutgroup.com. If you are approved for terms you will be notified. Please be advised that credit approval can take up to four weeks. All accounts granted terms will be subject to the conditions set forth by The Sarut Group. 

 

How long does it take to process and ship an order? 
Typically orders are processed and shipped on the first business day after the order is placed with us, subject to item availability and payment authorization. 
Orders are shipped to the address you provide at the time of your order.  Failure to provide a correct or complete address will result in a shipping delay and you will incur additional charges to re-route your order. 


Please note we do not process orders or ship on the following holidays: 

New Year’s Day January 1-2, 2017
Presidents’ Day February 20, 2017
Memorial Day May 29, 2017
Independence Day July 4, 2017
Labor Day September 4, 2017
Thanksgiving November 23, 2017
Christmas December 25, 2017


How will I know if my order has been placed successfully? 
You will receive a confirming email from us indicating your order was received. 

How do you ship? 
Our standard shipping method is UPS® ground. Shipping costs are calculated at the time of shipping. For an extra charge, we can expedite your shipment using UPS® 2nd Day or UPS® Next Day services. If you wish for us to ship your order using an expedited shipping method, please contact our office at 800.345.6404 for a shipping quote. You may also designate a carrier other than UPS®. To do so, please contact our office at 800.345.6404 for further instructions. 

Do you ship outside of the United States? 
Yes. We do ship outside of the United States. We will contact you via email prior to shipping to give you the actual shipping charges and method of shipping. 

Do you ship to PO boxes? 
No. You must provide a physical address for shipping. 

When is my credit card charged? 
Your card is charged at the time your order is packed and ready to ship. 

How will I be able to track my shipment? 
You will receive a confirmation email with UPS® tracking information. 

What is the return policy? 
Returns are not accepted without the express advance approval of our Customer Service Department. Return requests must be made within 5 days of the day the order shipped from our warehouse. Returns will be subject to a 20% restocking fee. Merchandise credit will be given for returned items. Items must be returned to us in original packaging, in saleable condition. If you wish to return an item, please call our Customer Service Department at 800.345.6404 or email us at customerservice@thesarutgroup.com. Please note that you will be required to pay the return shipping charges if you return an item to us. 

I did not receive the item I ordered. How do I get the item I need? 
Please contact our Customer Service Department immediately at 800.345.6404 or email us at customerservice@thesarutgroup.com. We will issue a call tag to you so you may send us back the incorrect items, and we will send you the replacement promptly. 

How do I report a damaged item? 
We guarantee our products. All items are inspected before we ship from our warehouse. We will accept damaged merchandise for exchange only. All damages must be reported to us within 5 days of the day the order shipped from our warehouse. Items must be returned to us in original packaging. If you wish to report a damaged item, please call our Customer Service Department at 800.345.6404 or email us customerservice@thesarutgroup.com to arrange for a replacement. 

The item I ordered is not damaged but the item packaging is – do you offer replacement packaging? 
Yes. If you need replacement packaging, please contact our Customer Service Department at 800.345.6404 or email us at customerservice@thesarutgroup.com. 

I have not received an order confirmation or shipping confirmation. 
All order confirmations are sent to the email address you provided at the time you placed your order. Please check your SPAM box; often emails will be blocked for your safety. If you still do not have an order or shipping confirmation, please contact our Customer Service Department at 800.345.6404 or email us at customerservice@thesarutgroup.com. 

Does The Sarut Group rent or sell my personal information? 
No. We do not rent or sell your personal information or email address. We collect this information solely for the purpose of confirming your order and shipping status, and informing you of special online promotions. 

Is it possible to cancel my order? 
No. Once an order has been placed and is in the queue for processing and shipping, we are unable to cancel your order. If you need further assistance, please contact customerservice@thesarutgroup.com or call us at 800.345.6404. 

My question hasn’t been answered! I need more assistance. 
We’re here to help. If you need assistance in any of the following areas, please send an email to the address below. It will be routed to the correct department for response. 
Sales: sales@thesarutgroup.com 
Media Relations:
 press@thesarutgroup.com 

Customer Service: customerservice@thesarutgroup.com 
Product Submissions: partner@thesarutgroup.com 

Is your website secure? 
Yes. All orders are encrypted with Secure Sockets Layer (SSL) technology. SSL encrypts all of your personal information including credit card number, name, and address. At no time is your credit card number stored on our website or in our online database. 

May I use content or images from your website? 
The Sarut Group does not allow you to reproduce, post, retransmit or redistribute images or content from our website in any way without express prior written permission of The Sarut Group. Except as expressly authorized by The Sarut Group in writing, in no event shall you reproduce, redistribute, duplicate, copy, sell, resell or exploit for any commercial purpose, all or any portion of the site or the content or access to or use of the site or the content. If you wish to request images or other material from us, you must email your request to press@thesarutgroup.com.