Customer Service

Orders are sent to our distributor between 8am to 3pm EST (Eastern Standard Time) Monday through Friday - some products need to be cut to width or material shipments may be delayed so please specify a 'must arrive by date' during the checkout process if applicable (or after your order has been placed you can reply to your order confirmation email with a date your order must arrive by). Also if you are ordering a non-stock special order item or an order currently on backorder the dates we display on the web site are estimates and cannot be guaranteed since we do not currently have material in stock for those. The shipping method of an order will not be upgraded to an expedited method unless a 'must arrive by' date was entered during the checkout process and we did not email back within 2 business days that the date could not be met. If a 'must arrive by date' is not specified and we have not shipped your order within a week or so we will typically email you with an updated shipping status; however please email us at any time to have us inquire about a shipping status update.

In our checkout process we currently accept Visa, MasterCard, Discover, and American Express as payment options. You can also choose to pre-pay for an order with a check or money order. We also give you the choice to ship an order immediately if you choose UPS C.O.D. (UPS adds on an extra charge for this service). Besides our checkout process we also support PayPal Express Checkout. Also please note that there will be a $25 fee applied for any check which is dishonored.

We currently only accept purchase orders if:

• From a U.S. government or a public educational institutions (.gov or .edu domains only).
• The merchandise total, not including the shipping charge, is at least $100.
• Payment terms must be specified as NET 30 on the purchase order.
• The shipping charge must be indicated on the purchase order so please add the items you want into your shopping cart and then enter in your destination zip code and click 'Calculate' so that your shipping charge can be determined. Please note that you do not need to proceed through checkout in order to calculate your shipping charge. We will not process purchase orders unless the shipping method and cost are indicated on the purchase order.

Purchase orders should be faxed to 866-698-9890 or emailed to orders@findtape.com. If you are going to mail a purchase order to us please also fax over a copy since prices on the web site do change frequently and a fax once received can be entered at the currently posted price.

To see the list of countries we currently allow shipping to in our checkout process please click on the link below.

• Countries FindTape Ships To

If your country is not listed please use our Contact Us page to inquire about when your country will be supported (we are now using a consolidated international shipper to lower your shipping costs and are adding countries pretty frequently). Or to ask for a shipping quote on a country we do not currently support please see here.

All shipping is based on the weight and destination of the items being shipped. Most items are calculated as shipping from Fairless Hills, PA 19030 or Las Vegas, NV 89115; however special order items often times ship from other locations. To determine the shipping cost related to the items in your shopping cart please select your preferred shipping method and enter your shipping zip code on the shopping cart page and then click on the 'Calculate' shipping button.

Use the contact form or call us at (800) 806-7580 to inquire about canceling or changing an order. When an order change or cancellation request is received, FindTape.com will immediately contact the distributor/manufacturer of the products and request the order be changed/canceled. Please note distributors/manufacturers have multiple carrier pick-ups throughout the day and your package may not be able to be pulled from the pallet it was placed on prior to carrier pickup. Sufficient notice is required to cancel or change an order. Typical pick-up times for USPS and UPS are 11:00 am EST and 4:00 pm EST.

If the products were already shipped, the order can still be returned and the STANDARD SIZE PRODUCTS RETURN POLICY will apply.

If our distributor can intercept the package prior to pickup, a 15% restocking fee will apply to the order if the product was cut and packaged prior to receiving the cancellation or change request.

Payment for an order is processed immediately when the order is placed, therefore the purchaser may still see a charge for the order, even if the order was canceled. A credit will appear on your next bank or charge card statement, minus any applicable restocking fee.

Free C of C requirements:

• The order must be by the case and the product being ordered must meet a F.A.R. flame retardancy specification so that the manufacturer includes the certificate of conformance default with all new shipments. Less than case single roll orders and orders for merchandise not meeting F.A.R. standards would not include a free C of C.
• You must request the certificate at the time the order is placed (just reply back to your order confirmation email receipt).

Paid C of C requirements:

• For a $10 extra charge our converter can provide certificate of conformance documentation for orders that do not meet the requirements stated above.
• All requests need to be made at the time of purchase so the lot # can be recorded with your order when the rolls are packed so that the proper certificate can be provided. Please be sure to check the box on the billing step of our checkout process to indicate you want to include the extra certificate of conformance fee for the order (if you do not see a checkbox on that step of checkout please contact us before proceeding since we will need to confirm that is an item we can get a certificate for first).

Please note a manufacturer certificate of conformance, instead of a certificate of conformance from our converter, can only ship with tapes that conforms to federal certifications such as Polyken 108 Flame Retardant Carpet Tape and Polyken 231 Military Grade Duct Tape. Also please note certificates cannot be provided for any product classified as overstock. Also if a percent shelf life remaining over 50% is required that must be communicated before the order is processed. Typically the maximum percent shelf life remaining we can request is 85% which typically requires ordering by the full case.

Our distributor requires the merchandise total on an order to be for over $250 AND for product to be ordered in full case quantities before an order can be processed using a customer's UPS or FedEx account number. The account number must be valid for the United States (can not use for international shipments) and can not be a FedEx Ground shipment (only UPS or FedEx Express methods can be chosen). Once these requirements are met an entry box will show up on the shopping cart page which will allow you to enter your carrier account number. Please note that if the carrier charges back the shipping to our distributor for any reason (e.g. a typo in the account number, refusal to pay, etc.) then the credit card the order was placed with will automatically be billed for those shipping charges plus an extra service fee of $25 (an email will be sent indicating the amount charged). This is due to the fact that by the time our distributor is notified of the charge from UPS it has already appeared on their statement and it is too late to reverse it. At that point, they send us over a separate invoice for the charge plus an associated service fee for the separate billing.

STANDARD SIZE PRODUCTS RETURN POLICY (US):

The original purchaser may return standard size, unused and unopened products within 30-days of the date-of-delivery, for a refund or product exchange. You must obtain a Return Merchandise Authorization (RMA) number from FindTape.com prior to sending the item(s) back. Use the contact form to process your RMA.

Return shipping must be prepaid at the purchasers’ expense. The original shipping charge will be reimbursed ONLY IF; (1) the incorrect product was sent, or (2) the product was sent to a location other than the address supplied by the purchaser, or (3) the product was damaged in transit. If the product was damaged in transit you will be required to initiate a claim with the shipper to receive a shipping cost refund. Please note that returns sent with postage due will be returned to sender. Our shipping department cannot accept back packages with postage due.

Products returned will be subject to a 15% restocking fee. The restocking fee will not apply to products returned for quality issues. Products will be sent to the manufacturer for quality evaluation. The purchaser should return all or most of the product so a full evaluation can be completed by the manufacturer. Shipping costs will not be refunded if the manufacturer deems the product is within specification and/or meets quality standards.

FindTape.com will not accept product returns after 30-days of the date-of-delivery. It is the responsibility of the purchaser to ensure the product’s color/adhesive/size/style work in their application based upon the specification and/or information available on FindTape.com.

Returns after 30-days and before the end of the product’s stated shelf life are subject to the manufacturer warranty. The purchaser should contact the manufacturer directly with quality questions and/or return authorization information.

STANDARD SIZE PRODUCTS RETURN POLICY (INTERNATIONAL):

Option 1: FindTape.com can assist the purchaser with the return of standard size products by using a shipping consolidator to process the package(s). The shipping consolidator will provide an in-country address and will calculate the appropriate customs/duties required to be paid for the shipment. FindTape.com will deduct 100% of the original outbound shipping charge to any refund given. Use the contact form to request a return authorization and arrange for pickup. All other STANDARD SIZE PRODUCTS RETURN POLICY (US) statements apply.

Option 2: The purchaser may return the products directly to the manufacturer’s facility/warehouse in the U.S. Use the contact form to request the address to make a direct shipment. The package(s) must be sent Delivered Duty Paid (DDP) or the package(s) will be refused. All other STANDARD SIZE PRODUCTS RETURN POLICY (US) statements apply.

SPECIAL ORDER SIZE PRODUCTS RETURN POLICY:

Special order size products are not returnable and not cancellable if the materials have been ordered or cut prior to receiving the cancellation request. See the Cancel or Change Order Policy for more information.

To let us know details about your application requirements (substrates the tape needs to adhere to, does the tape need to be removable, temperature resistance, etc.) please fill out the form here.

To inquire about when an item can ship out please fill out the form here to let us know the quantity of the tape needed including its desired color and size.

To put in a request for a product which is not currently available for purchase on FindTape.com or to ask for a custom quote for a prodcut width not shown please fill out the form here.

To put in a cancel request for an order just placed please fill out the form here.

To request a change to an order just placed please fill out the form here.

To lookup the current status of your order please fill out the form here.

To request more details about when your order will ship out please fill out the form here .

To request that a return merchandise authorization (RMA) number be generated for you to reference on your return please fill out the form here.

To request that a PDF receipt by emailed to you for an existing order please fill out the form here.