FREQUENTLY ASKED QUESTIONS

Q) What shipping methods do you offer ?

A) We only ship via UPS Ground, FedEx or Postal Service

Q) Do you offer overnight shipping ?

A) No, we do not offer overnight or 2nd day shipping options

Q) Can I have an item shipped to my local True Value store from your website ?

NO....We do not offer Ship to Store.

Q) Can I use a Post Office Box as a shipping address ?

A) No, we have to have a street address to ship your order to as UPS/FedEx will not ship to P O Boxes.

Q) When will my order ship ?

A) Orders normally ship within 3-5 Business days

Q) How do you define "Business Day" in terms of your shipping policies?

A) Monday through Friday EXCEPT on holidays. Weekends do not count as "Business Days"

Q) Do you ship Internationally ?

A) No - We only ship to the lower 48 Continental United States. If you place an order to be shipped outside of this area, it will be cancelled and you will be refunded.

Q) What payment methods do you accept ?

A) We accept Visa, MasterCard, American Express, Discover, and Paypal.

Q) How do I get tracking information ?

A) Tracking information will be emailed to you as soon as it is available from the shipping warehouse. If you have signed up for an account, you may also access tracking by signing into your account and clicking on the "Orders" tab to view your order information and tracking. You may also reprint a copy of your invoice from this location.

Q) Can I add to an my order once it has been finalized and confirmed ?

A) No, after an order has been confirmed it cannot be added to. Please ensure that your order is correct and complete before finalizing and confirming it.

Q) How long does it take the shipping carrier to deliver my order once it is shipped ?

A) UPS normally delivers shipments within 2-8 business days of shipment.

Q) I tried to call via telephone with a question but I was sent to voice mail. What do I do ?

A) Either send an email with your question to customerservice@idealtruevalue.com or call back and leave details about your question such as the item SKU# or Invoice # and a detailed message. Your email or phone call will be answered (via either a return email or call) usually within 2 business days.

Q) Do you offer Free Shipping ?

A) No, we do not offer Free Shipping.

Q) What is the best/fastest way to receive a response to a question concerning an item or order from your website ?

A) Please email customerservice@idealtruevalue.com and send a detailed description of your question including item SKU#, Invoice #, etc. Your email will be answered usually within 2 business days. Email is the preferred method of communication as it leaves a written record for all parties concerning the question.

Q) Why must certain items be ordered in certain quantity multiples ?

A) The case packs of certain items cannot be broken at the shipping warehouses. Therefore on these items you must order in full cases. The product details page will contain a message stating how many of these items comprise a case. The price on these items is stated per case. 

Q) What are your Customer Service hours of operation ?

A) Monday-Friday (excluding holidays) from 10AM CST till 4PM CST

Q) How can we contact your company via email ?

A) customerservice@idealtruevalue.com or RNWRIGHT@idealtruevalue.com

Q) Do I have to sign up for an account to place an order ?

A) No, you can place the order as a guest. However, in order to reference your order information, print your order, track your order, etc online you will need to create an account.

Q) I need to return an item ? How do I do this ?

Please contact us to get a Return Authorization. You can return the items for up to 30 days from the order date. Customer is responsible for both original and return shipping.

Q) My item(s) were damaged/defective ? What do I do ?

A) In order to return or receive credit for the items, you must fill out a Damage Claim Form online at :

Damage Claim Form

After you submit this online form we will email detailed instructions concerning the process.

Q) How do I cancel my order ?

Orders CANNOT be cancelled. Once the order has been processed, it cannot be CHANGED or CANCELLED. You can return the order if it cannot be cancelled for up to 30 days at your expense.

Q) Do you offer volume discounts ?

A) Yes, if the appropriate volume levels are reached. Please email us at customerservice@idealtruevalue.com or call 870-304-9005 to request a quotation.