Order FAQs
Our Pledge To You
We stand behind our products and want our customers to be satisfied with their purchases. We value our customers and our policy is to be reasonable and fair with them; we hope they will be reasonable and fair with us as well.
Has My Order Shipped?
COLAMCO.com will do everything possible to keep you informed of your order via email. Your tracking number will be emailed to you once the item is shipped.
How do I track my order?
To track your order, first obtain your Tracking Number. Tracking numbers for each day's shipped orders are automatically emailed once the container is processed and scanned at the Carrier Central processing facility, up to 72 hours after shipment. Use this tracking number on the shipper's website or when contacting the shipper directly.
For more answers to questions about shipping, see our Shipping FAQ.
How do I get my Order Number?
COLAMCO.com order numbers are displayed on your onscreen confirmation page and in your order confirmation email.
When will my online order be processed and shipped?
Automated order processing continues in our various warehouses. Orders typically ship within one to two business days, though the exact shipment date cannot be guaranteed. Once shipped, delivery depends on the selected shipping method and the carrier's policies.
Do multi-item orders ship separately?
Yes, multi-item orders often ship separately from different warehouses. Shipping prices are based on single location shipping, but items may ship separately as explained in our shipping notification.
Do you include an invoice in the shipping box?
No, only a packing slip is included. Please reference your order confirmation and online invoice, or email us to receive a copy. Include your order number in email requests.
I made an item or address order mistake - Can I change my order information?
Credit Card Merchant rules prohibit us from changing orders, shipping methods, or addresses post-order to prevent fraud. We are legally required to deliver each order as placed to the exact address provided.
Can I cancel my Order once it is placed?
We will make every effort to cancel your order if requested, but if the item has shipped, cancellation may not be possible. If you wish to return an item, please complete the form at http://www.colamco.com/rma to request an RMA.
How do I request a return authorization (RMA)?
Answer all questions on our RMA page and submit your answers for approval.
Do you expect any holiday shipping delays?
During November and December, shipping volumes increase significantly, potentially causing delays. Here are our statistics for delivery rates in non-holiday months:
- UPS Mail Innovations: 96% delivery rate within 5 business days; 3.5% take up to 21 days; 0.5% require a shipping investigation and claim.
- UPS Ground: 95% delivery rate within 5 business days; 4.5% take up to 21 days; 0.5% require a shipping investigation and claim.
- FedEx Ground: 95% delivery rate within 5 business days; 4.5% take up to 21 days; 0.5% require a shipping investigation and claim.
Does COLAMCO accept phone, fax, email, or mail orders?
All orders must be placed on www.colamco.com. Corporate customers with established trade credit may apply for a Net Terms account and purchase via Purchase Order.
I did not receive an order confirmation. Was my order submitted successfully?
If you did not receive a confirmation but clicked "Process My Order," it's likely our server received your order. Do NOT place the order again to avoid duplicates. Email customerservice@colamco.com to confirm.
How will I be updated on my order's progress?
We will keep you informed of your order via email. Your tracking number will be sent once the item is shipped.
I am experiencing issues with my shopping cart. What might be wrong?
Shopping cart issues may occur due to:
- Disabled cookies
- Incorrect computer clock settings
- Firewall restrictions
- Out-of-stock items or insufficient quantities
- Using an outdated browser
If issues persist, try restarting your computer or email us at customerservice@colamco.com.
Why does one item remain in my shopping cart?
This may be due to:
- Disabled cookies
- Incorrect computer clock settings
- Firewall restrictions
- Out-of-stock items or insufficient quantities
- Using an outdated browser
If issues persist, try restarting your computer or email customerservice@colamco.com.
Can I modify items in my order after submission?
No, modifications are not possible after order submission.
Is the COLAMCO.com website secure?
We prioritize security. All transactions are sent through our secure server and encrypted with 128-bit technology, ensuring your information is handled securely.
Does COLAMCO.com sell or release my personal information?
We respect your privacy and will not sell or release your information. Emails from COLAMCO.com will only pertain to your order or requested information.
Does COLAMCO price match?
We do not offer price matching.
Does COLAMCO.com offer a paper catalog?
No, we only offer an online catalog at www.colamco.com.
Can I pay with a Purchase Order?
Corporate customers with established trade credit can apply for a Net Terms account and purchase via Purchase Order.
Does COLAMCO collect Sales Tax?
We collect sales taxes for certain states. If you are tax-exempt, please email or fax your sales tax certificate. Note that we cannot waive sales tax for Massachusetts.