Frequently Asked Questions

Click on a category below to navigate to that section:

• General Questions for Ordering
• Pricing / Discounts
• Shipping / Returns / Shipment Tracking
• Payment Methods
• Back-Orders / Cancellations / Order Changes
• Technical Help / Passwords
• Contact Us

General Questions for Ordering

How do I find items on your website?

There are 5 ways to find an item on our website:

1. Type the item stock number, if known, into the Search box located in the left top portion of any of our web pages. You do not need to use dashes in the item number.
2. Type the generic name in the Search box. Fox example, typing the word brushes will take you to all the listings in the index that use the word brushes or brush.
3. Choose the category you want from the Product Groups drop-down menu at the top of the page then click through the subcategories to find the product you want.  
4. Click on any photo or Product Group name on the homepage to get to the desired item.
5. Click Product Index located in the Product drop-down menu and at the bottom of the home page to search for the product alphabetically. 
    

I see the item I want but there's no item number or price.  How do I find it?

The photo and description appear at the top of the screen.  The item number and price appear below this. You can order items here.
 

How do I add items to my Shopping Cart?

Select the item you want, scroll down until you see the item number and prices. To the right of the prices is a blank box. Add the quantity you want and click on the word "order". Please note that some items have minimum quantity ordering requirements.
 

How can I remove an item in my Shopping Cart?

If you've entered a quantity but haven't clicked on the word "order" yet, you can simply delete the quantity entered. If you've already added the item to your cart and are on the "review order" screen, replace the quantity you entered with a “0” (zero) and click on "order". The item will be deleted from your cart. 
 

How can I change a quantity in my Shopping Cart?

Delete the number in the quantity box then enter the new quantity and click on "order". This overrides the old quantity.
 

How can I see what is in my Shopping Cart if I'm not finished shopping yet?

Go to the top of any page and click on "review order". This will show you all items in your shopping cart.
 

Do you offer items not shown on your website?

Yes. Although our website is very comprehensive and includes new items and specials as they become available, we may have items from past catalogs that do not appear on the website or items that we have not been able to add yet. If you are looking for a particular item that you can't find on the website, you can call us with your request.
 

How will I know that you have received my order?

After placing an order our system automatically generates a confirmation email. If you do not receive this confirmation, please call us.
 

Do you offer an updated paper catalog? 

No, we stopped producing paper catalogs in 2014. Copies of this old catalog can be provided upon request, but pricing and availability of products in the catalog will be outdated. Keep in mind, we are continuously adding new items and specials to our website which will not appear in the old catalog. 
 

I need all/some of the items I ordered to complete my project. How can I indicate this? 

Use the “Special Instructions” comments box when you check out to let us know this. If we cannot complete your order as required we will contact you.
 

I don't have a business or a resale number. Can I order from you?

Yes. Our products are sold by quantity. If you are able to meet the item and total order minimums we will be glad to process your order.
 

Can I place a small or sample order below your minimum?

Our Minimum Merchandise Order is $10.00 net (contiguous U.S. only). If you do not meet this minimum, our online system will automatically charge a fee of $7.15 on top of the cost of shipping. All Below Minimum orders must be phoned in. All Sample Orders must be phoned in as it gives us the opportunity to answer any technical questions you may have concerning the product and to determine your exact needs. (Samples outside the contiguous U.S. cannot be provided.)
 

Can I place an order on your website and then pick it up at your warehouse?

Our website does not provide a “pick-up” option at checkout. However, we are happy to take phone orders to arrange for local pick-up. Please call our office at (330) 562-3500 to place your order and allow at least one business day for processing. Shipping costs will be waived, but a $3.95 handling fee will be applied. Orders can be picked up between 9 a.m. and 4 p.m. EST Monday - Friday. 
 

I like to use your website but prefer to mail my order to you. How do I do that?

There are two ways to do this:

1. Make out your order online. When you check out you will be prompted to choose a method of payment. Choose either "Credit Card by Fax or Mail" or "Check or Money Order by Mail". By selecting one of these your order will appear on the screen. Print it out, fill in any additional information required and mail it to us.
2. Print our “Printable Order Form”  and use this blank form to list the items you want and mail it to us with your payment.
    

Can you refer me to a distributor in my area that sells your products?

Due to the complexities of managing such an extensive line, we cannot. We find it more efficient to have a single distribution point. This way we can provide high in-stock inventory levels, quick service, and competitive prices.
 

Do your products come with instructions?

Yes, many products we sell will include an instructional sheet. On items that we manufacture or import we evaluate the need for instructions and provide them accordingly. On products that we distribute such as potters wheels and airbrushes the manufacturers provide instructions. In a few instances, instructions are also located directly on our web site.
 

I see what I want but I need a different color etc. Can I place a SPECIAL ORDER?

For special requests we ask that you phone or email us with your request and be sure to provide a call back number if you leave a voicemail so we can discuss your requirements with you. Please note that if you choose to proceed with a special order it will require payment in advance. Minimum special orders for domestic items are $100.00. Minimum special orders for imported items are $2,000.00.
 

Do you guarantee your products?

Some items we sell are covered by the manufacturer's warranty. For all other items please view the Returns and Exchanges section of our Terms of Purchase page for a full explanation.
 

Pricing / Discounts

Are extra discounts available for very large quantities?

Yes, we call this “power pricing” and it is available upon request. In many cases we can provide bulk discounts if the quantities are sufficient to enable us to do this. Please call us so that we can discuss your needs.
 

If I have been offered a special discount how do I apply it to my web order?

Orders with bulk “power pricing” quotes must be phoned or faxed to our office to ensure it is processed manually. If you are an existing customer with “Best Price” status or have been coded for special pricing on specific items, your discounts will not calculate for you at checkout but will instead be adjusted when we process your order internally. 
 

Is the pricing on your website current?

We attempt to maintain current prices on our website. Maintenance errors and occasional delays in posting current prices may occur, however. If a price is critical to the completion of your project you may call us to make certain of the current price. All prices are subject to change at any time. 
 

I don't understand your pricing system. Can you explain it to me?

Our pricing is based on quantity. The more you order, the more you save. Across the top of the price columns are various headings. One of them is marked "unit". This is the packaged quantity in which the item is priced. If, for example, the unit column says “ea.” then the item is packaged and priced individually. If the unit column says "Pkg/10"  then the item is packaged and sold in units of 10. The quantities shown above the price columns are the quantities required to achieve the price below them. For example: The unit is Pkg/10 and you want 100 pieces of that item. You would order a quantity of 10 because there are 10 pieces in each package. All items are similarly priced in the units indicated beside each item number.
 

Can I mix and match similar products for quantity discounts?

No, the quantity pricing structure is applied to individual stock numbers. For example, 5 packages of Red tree lights and 5 packages of Blue tree lights do not combine for the quantity price listed under 10 packages. The only products we sell that mix and match for pricing discounts like that is the Music Box Mechanism category.
 

Do you charge sales tax?

Only Ohio residents are subject to a Sales Tax, based on the county of residence, unless you provide us with your Tax Number. When you check out there is a place where you can enter this number. On subsequent web orders this information will be automatically entered for you when you check out. However, we ask that you mail or fax us a copy of your tax license for our records.
 

Shipping / Returns / Shipment Tracking

How will I know the cost of shipping?

Pre-determined “Best Way” shipping rates are applied to orders of $274.99 or less. Click here to view our Domestic and International shipping rate charts. 

Orders over $274.99 will pay actual shipping costs based on the size and weight of your package, plus a $3.95 Handling Fee. 

Do you ship to International customers? 

Yes. National Artcraft ships worldwide via UPS, FedEx, and USPS. We have pre-determined “Best Way” shipping rates listed for international orders up to $100. For all larger international orders, shipping rates will be calculated by the size and weight of your package. Additional Import Duties or Taxes may be applicable as your package passes through customs. 
 

How soon will I get my order?

We strive to process and ship all orders within 2 business days of receiving them. Domestic delivery generally takes anywhere from 3-7 days depending on your location and the shipping method used. We also offer “Same Day” order processing and shipment at an additional charge of $20.00.  
 

Can I request expedited shipping? 

Yes, we offer expedited shipping options from UPS, FedEx, and USPS mail. These costs must be determined by our shipping department on a case-by-case basis, and will not be calculated during online checkout. Please be aware that rush shipping carrier charges can be substantial.
 

Can I ship the order to a different address than my billing address?

Yes. When you check out following completion of your shopping, space will be provided for you to enter both a billing and a shipping address.
 

Do you ship to a post office box?

Yes, any shipments mailed to a PO Box must be sent via the U.S. Postal Service. FedEx and UPS does NOT provide service to PO Boxes.
 

Can I provide my own shipper number?

Yes, we can arrange shipping through your UPS or FedEx shipper account. During the online checkout process, there is a box where you can enter your shipper account number and it will be saved for any subsequent orders. Please Note: If your shipper number is inaccurate or invalid, you may be responsible for any applicable carrier penalties for returned shipments. 
 

I see you drop ship some items. How does that work?

Some products, like clay and pottery wheels, must be shipped directly from the manufacturer. Each item that we drop ship will have an explanation on that page regarding the approximate length of time before shipping and the manner in which the freight will be handled. Some items are freight collect and others are freight included.
 

How do I track an order placed on your web site?

Your tracking number is provided to you via an email generated by our automated invoicing system. Once you identify your tracking number, you can follow steps on our Shipment Tracking webpage to navigate to the website of the shipping carrier associated with your tracking number. 
 

What do I do if I need to return something to you?

Return Authorization (RA) forms are enclosed with every packing slip, and we accept product returns within 45 days of purchase. You will need a RA# from us, which can be requested via phone, fax, or email. Any customer return that is made which is not caused by an error on National Artcraft's part will require the customer to cover the cost of return shipping, and may also be subject to a 20% restocking fee. You can read a more detailed explanation of our return policy in our Terms of Purchase. 

Payment Methods

What methods of payment can I use on your website?

We accept MasterCard, Visa, and Discover credit cards and debit cards, Money Orders, Personal Checks, and PayPal. We also accept American Express credit cards for orders exceeding $300. Please Note: We do not accept prepaid Gift Cards or Debit Cards from MasterCard, Visa or Discover as payment.

Open Account is available to approved customers. Bank Transfer is also available for Export Shipments but these require an additional charge of $25.00 for bank costs. C.O.D. is NOT available for Export Shipments. 


Why didn't my Paypal account get charged when I completed checkout? 

If your National Artcraft order does not include pre-determined shipping costs, you may not be redirected to your Paypal log-in at checkout. This applies to any order over $274.99 or orders that require exact shipping costs to be calculated. In these cases, we will manually submit a Paypal Payment Request within 24-48 hours with the final shipping costs included. Once you confirm that Paypal payment, your order will ship ASAP. 
 

Can I place an order on your website and mail you my payment?

Yes. If you prefer to mail us your payment there are two ways to do this:

1. After building your online order, go to check out and select either "Credit Card by Fax or Mail" or “Check or Money Order by Mail” as your payment method. Once confirmed, you'll need to  print it out, fill in any additional required information, and mail it to us.
2. Access our “Printable Order Form”  and use this blank form to list the items you want and mail it to us with your payment.
    

Can I open an account with you?

Only well-established firms may apply for Open Account. Please request a credit application from us. Establishing an Open Account can take up to 3 weeks in order to receive credit information from your references and bank.
 

Back-Orders / Cancellations / Order Changes

If an item in my order is out of stock, will it be back-ordered?

No, we do not create backorders for item shortages. In most cases we will send you what's available, and only charge you for the quantity shipped. We recommend checking back with us to place a subsequent order when the product is replenished.  
 

How do I know when an out-of-stock item will be replenished?

Please reach out to our Customer Service Representatives to request this information. In most instances, we can provide an approximate date when your item should be available. You may also request to be contacted by phone or email when the replenishment arrives. 
 

Can I change something on my order after I've checked out?

In most cases, our website will automatically finalize your payment at the time of checkout, which makes order alterations difficult. We would need to cancel, refund, and re-place the order with any requested changes. Our warehouse processes orders quickly, so we urge you to contact us immediately if there is an error with your online order. 
 

Can I cancel an order after I have checked out?

Yes, but please make sure you call us right away. If we have not yet packaged your order and labeled it for shipping, we can probably cancel it before leaves our warehouse. Always review all the information on your order before finalizing it, as cancellations cannot be guaranteed.

Technical Help / Passwords

Why won't your system accept my password?

If your password is not allowing you to log in, it could be entered wrong or there could be a technical problem with the server. You can easily request to have your existing password emailed to you by using the Forgot Password link. If you continue to have problems, please contact us via phone or email and if we cannot resolve the problem we will put you in contact with our webmaster.
 

Why can't I just call you to get my password?

Your password resides on a server containing your database. For security reasons you are the only one that has access to it.
 

How do I change my password?

If you would like to change your existing password, use the Change Password link. Enter your email address and following instructions on the next page. 
 

Your website won't let me complete my order. What is the problem?

Occasionally there is a technical problem in the server that houses our software and database which disrupts the connection between our website and the payment processing website. Please wait a few hours and try again as these problems are usually temporary and resolved quickly. If this still does not work, it could be an issue related to the way you are accessing our website, which is not always compatible with mobile devices. Please contact our Customer Service Representatives to place an order manually if the problem persists. 
 

How secure is the information I provide you?

The information we capture from your orders is kept on secure servers for your convenience when reordering. We do not rent, sell, exchange or share this data with anyone.

Contact Us

If you have questions that haven't been answered here you can call, email or fax us.

• Tele: (U.S. toll free) 888-937-2723
• Tele: (outside U.S.) 330-562-3500
• Fax: (U.S. toll free) 800-292-4916
• Fax: (outside U.S.) 330-562-3507
• e-mail: sales@nationalartcraft.com