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When will my item ship?
How will my item ship?
If I am an international customer is there anything that I need to know before buying a product outside of my country?
You have asked me for additional information before you are able to process my order, why is this?
How long will it take to receive my order?
Do you provide tracking information for my order?
I purchased an item on a listing where it says I get to choose my color or any accessory, how do I do this?
Can I contact you by phone?
I have placed my order and paid, now what should I expect?
My confirmed PayPal address is a P.O. Box, is this okay?
My item is a gift, can someone tell from the shipping box what is inside?
I have received my item and I am not happy, what should I do?
I have a question and don't know when I can expect an answer. When do you respond to emails?
I want to be pay by money order or personal check, is that okay?
I live close to your location. Do you allow local pickups?


When will my item ship?
Most of our items ship within 48 hours of receiving your cleared, confirmed payment.

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How will my item ship?
The majority of our items ship via UPS. However, occasionally we will ship via USPS. If you have a preferred carrier, please do not hesitate to contact us and we would be glad to provide you a quote. Unfortunately we are not able to utilize any third party account numbers for shipping.

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If I am an international customer is there anything that I need to know before buying a product outside of my country?
If you live anywhere besides the United States, your local country will charge custom and duty fees. These are fees that your country charges you to import an item into your country. We have absolutely no control over how much they charge you. These fees are generally payable upon delivery. Prior to you receiving your item it will have to pass through customs where it is inspected by employees of your local government. We also have no control over the length of time it will take for an item to pass through customs. If you have any additional questions about your local custom laws, we would advise you to contact them directly. All fees related to importing an item are the responsibility of the buyer. By bidding on this item, you are agreeing to accept responsibility for these fees. These fees may include, but are not limited to, VAT, custom fees, brokerage fees, and taxes. Please note if we ship an item to you and you refuse delivery of the item for any reason, we will refund your original payment minus the cost to ship the item to you, return shipping fees to have the item sent back to us, any custom fees we may be charged by your country or our country to bring it back to us, and any other fees that are charged to us in order to recover the refused package.

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You have asked me for additional information before you are able to process my order, why is this?
If you pay via PayPal and your address is not confirmed, we will require that you provide us additional information before we are able to release your order for shipping. The information that you provide is never sold or used for any purpose other then for us to approve and verify your order. This additional step helps to fight fraud and ensures that we are able to meet PayPal requirements.

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How long will it take to receive my order?
If you paid for standard shipping and live within the United States, it will generally take between 2 and 6 days for your item to arrive to you after it has left our warehouse. The closer you are to the East Coast, the faster you will receive your item is the general rule.

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Do you provide tracking information for my order?
Yes! We will send you tracking information for your order once it is shipped. This information will come to you via your provided email address. If you have a spam blocker or junk mail folder, please check these as occasionally our emails will end up there. If you would like to ensure that you receive your order updates via email, please add our email address support@ega-online.com!

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I purchased an item on a listing where it says I get to choose my color or any accessory, how do I do this?
For any listings that allow you an option such as choosing the color or choosing accessories, we ask that you simply add this information in the notes section of your PayPal payment. If you don't pay by PayPal, no worries. Simply send us an email after you make your payment letting us know what your choice(s) is. While we do not acknowledge that we receive this message, we will acknowledge that we have received your payment. This in turn means that we did receive your request. On the other side, if we do not receive this information, we will send you an email notifying you of this.

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Can I contact you by phone?
Absolutely! You can reach us at 410-521-2317 or 301-271-9878! Please note that our normal office hours are Monday through Friday 10am to 6pm EST. During these times we are available via phone. Outside of these hours we can be reached via email. During the evenings and weekends we have representatives that work from home so we may be reached by email. Please feel free to contact us through email at support@ega-online.com. Please note that emails received Monday through Friday between 6pm and 10am EST will not necessarily receive an instant response. In the worst case scenarios, you will receive a response the morning on the following business day. Please understand that while we try to be available 24 hours a days, it is just not humanly possible. We like to allow our employees to enjoy the weekends and for this reason, emails received on Saturdays and Sundays will generally be responded to within 12 hours. Please be assured that we answer all of our emails just as soon as possible.

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I have placed my order and paid, now what should I expect?
If we have any questions about your order, we will contact you within 24 hours via email. If we don't receive a response to our emails, we will attempt to contact you by phone if we have this information available to us. Please make sure to check your email account in order to respond to any emails we may have sent you. If we have no questions, you will receive an email at your registered email address when your item ships.

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My confirmed PayPal address is a P.O. Box, is this okay?
If your confirmed address is a P.O. Box, we will ship your item via the USPS.

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My item is a gift, can someone tell from the shipping box what is inside?
No, all of our shipping boxes reveal absolutely no information about what is inside! Your gift recipient could handle the box and would never know what it is. Since we pack all of our items very safely, they can even shake it and chances are it won't make a sound! Please note that there are a few exceptions to this. Things like televisions, home theater speaker systems and receivers come in large very well packaged boxes already. In these cases we simply ship them as they are.

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I have received my item and I am not happy, what should I do?
We are here for our customers. While we strive to for 100% perfection, it is just not humanly possible. Contact us and we will be glad to work with you towards a resolution! There is no need for negative feedback, we're here to help! If you don't contact us we won't know there is a problem!

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I have a question and don't know when I can expect an answer. When do you respond to emails?
We are open Monday through Friday from 10am EST to 6pm EST. We are closed on the weekends. Most emails during these hours are answered within minutes. However, it can take up to 12 hours to receive a response. Our employees do work from home on some evenings and weekends so it is possible that you will receive a quick response after normal business hours.

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I want to be pay by money order or personal check, is that okay?
Money orders and cashier's checks drawn on U.S. banks are welcome. Please note that we do expect you to mail your payment within 48 hours of the listing ending. Personal checks are also welcome that are drawn on U.S. banks. However, please note that we require that a personal check clears before being able to send out your item. It can take up to 10 business days for our bank to notify us that your check clears. All money orders, cashier's checks and personal checks must be in U.S. dollars.

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I live close to your location. Do you allow local pickups?
Absolutely! We welcome you to stop by our showroom in Thurmont, MD. Our showroom hours are Monday through Friday from 12pm to 5pm EST and Saturdays from 10am to 2pm EST. Please note that there is not a pickup fee, but by law we must charge Maryland state sales tax.

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Last Updated: 22 Aug 2008 09:10:10 PDT home  |  about  |  terms  |  contact
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