Q. Can you provide the additional fees that UPS charges?
A. In addition to the standard transportation fees assessed by UPS, the following fees may be added UNDER CERTAIN CIRCUMSTANCES. These fees are for 2013 as of 12/14/2012:
If you have any questions about any of these additional fees, please feel free to email firstname.lastname@example.org. Please note that these additional fees apply to a very small percentage of the packages we ship out. Most orders will not be subject to any of these additional fees. These fees should be included in the rate that you are quoted in our online system.
Q. How is Handling Determined?
A. All Internet orders are simply assessed $2.50 per order regardless of the number of boxes.
Q. Why does the shipping charge quoted online seem to be too high?
A. Sometimes the computer doesn't know how many pieces we can actually get into a single box. If there is a large discrepancy, we will contact you and issue a partial refund. If you feel that the quote online is not accurate, and you feel uncomfortable continuing with your order, please contact us by e-mail at email@example.com or by phone (800) 234-3280. We can check into the matter and verify if there is a discrepancy.
Q. How do you ship?
A. All orders are shipped via US Mail (USPS), United Parcel Service (UPS), FedEx, truck freight or they can be scheduled to pick up in our store.
Q. Can I bill the shipping amount to my UPS account number?
A. Yes. When placing your order request UPS freight collect and provide the STP representative with your UPS account number. When ordering online you can select UPS Freight Collect and indicate the UPS account number in the "Freight Collect Number" box. Be sure to provide your UPS account number.
Q. Do you ship via DHL or Speedy?
A. No. DHL is only available to International addresses and can be scheduled by the customer only. Please email or call for this service if DHL is your preferred method. Speedy service is unavailable in Michigan.
Q. I am interested in a product that says TRUCK FREIGHT ONLY. What does this mean?
A. This item exceeds normal UPS weight limitations and / or exceeds the maximum length and girth measurements for UPS. STP will shop rates with various LTL carriers to find the best rate. You will be charged the rate that STP is charged for truck freight shipments. Our website will estimate the truck freight charges, but there may be a difference.
Q. I am interested in a product that says ADDITIONAL HANDLING FEE. What does this mean?
A. This item exceeds normal weight and dimension limitations but is still deliverable by UPS. This fee is in addition to the normal shipping cost.
Q. I am interested in a product that says DIMENSIONAL WEIGHT. What does this mean?
A. This item exceeds normal weight and dimension limitations but is still deliverable by UPS or USPS. This fee is in addition to the normal shipping cost.
Q. How is shipping and handling determined?
A. Shipping is dependent upon weight, dimension, destination and products ordered. An official UPS computer scale calculates the shipping fee. The handling fee is $2.50 for each order. Addional handling fees may also be required by UPS or by the truck freight company.
Q. Why is shipping so much for such a small part?
A. UPS and USPS have minimum charges. Often times if you purchase more than one small item, the charge does not increase significantly.
Q. Do you offer shipping discounts?
A. No. We pass on discounted rates to our customers and therefore are unable to offer additional shipping discounts.
Q. How long will my order take to ship?
A. Normally orders placed by noon Monday – Friday will be shipped no later than the following day. Your package will then be delivered in 1 - 7 business days (based on UPS Ground service originating from Lennon, Michigan).
Q. I need my order urgently? Can I request a Next Day Air, 2nd Day Air, 3rd Day Air, Saturday Delivery service?
A. Yes. Domestic orders placed by 3:00 pm EST Monday – Friday can be shipped UPS Next Day Air® Early A.M. (guaranteed overnight by 8:00 am), UPS Next Day Air® (guaranteed overnight by 10:30 am), UPS Next Day Air® Saver (guaranteed overnight by 3:00 pm); UPS 2nd Day Air A.M. ® (guaranteed two-day by 10:30 am), UPS 2nd Day Air® (guaranteed two-day); UPS 3 Day SelectSM . Saturday delivery is available in certain zones for an additional charge. Exceptions may apply. The rates for these services are higher than UPS Ground service. Most often the rates are determined by dimensional weight. You may choose an expedited service online. For Saturday delivery you will want to phone our offices to ensure that the charges are correct and that Saturday service is available in your area.
Q. What if it has been longer than the expected transit time and I have not received my package(s)?
A. You can track your packages that were shipped by UPS or USPS on our website in the “My Account” section under “Past Invoices”. Just click on the tracking number to track the package. For UPS services, in addition to tracking the package on our website, you should also receive an email from UPS Quantum View with a tracking number when your package is shipped.
Please note that UPS Ground service is a non-guaranteed service. Next Day Air, 2nd Day Air, and 3rd Day Select are guaranteed services. If you selected a guaranteed service and it is past the guaranteed delivery date please contact customer service via email at firstname.lastname@example.org to arrange a guaranteed service refund to you. Refunds are not applicable to non-guaranteed services. Packages shipped via USPS are not guaranteed and claims regarding lost packages cannot be placed until after 15 days.
You can track your shipments on our website by going to My Account > Open Orders and clicking on the tracking number to track.
Q. I received one package and not the other. What does this mean?
A. Although it is rare, orders shipped in multiple packages may become separated during transit. Your additional package(s) will usually be delivered within 24 hours from each other. You should be able to track all of your packages on our website to see where they are at.
Q. Do you ship internationally?
A. Yes. We ship to Canada and to all international countries.
Q. I live in Canada. What is WorldEase and how does it differ from International Standard?
A. We ship UPS World Ease to Canada, this service requires all packages to be held for a weekly shipment. The broker fee is based on the number of packages to be shipped. This amount and tax are additional to normal transportation costs and will be applied to your credit card. UPS will not request any additional fees when your package(s) is / are delivered. Since the broker fee is divided between all Canadian customers for that shipment of multiple packages it is typically much less than paying the full cost of brokerage on a single package.
You can also choose Priority Mail International, but it requires additional time and may also be subject to broker and GST depending on the post office.
Q. I live overseas, what are my shipping options?
A. We ship UPS World Wide Express, USPS Global Express and USPS Priority International to all International countries. The service to be used will be determined by STP unless a specific customer request is made and can be accommodated. We choose the most economical and safest method possible. We prefer not to use USPS for extremely large, heavy or expensive parcels bu will try to be accommodating. UPS World Wide Express customers will receive a service discount up to 45% of the published shipping rate within 2 - 4 weeks. This discount is given to STP and is passed onto the customer. It is our commitment to you! Please note - Your country may assess taxes or duties on imported goods. These fees may need to be paid to the carrier prior to final delivery. Steiner is not responsible for these country specific fees.
Q. How long will my order take to arrive?
A. UPS World Wide Express (non-guaranteed 5-7 business days), USPS Global Express (non-guaranteed 1 -5 business days), USPS Priority International (non-guaranteed 6 - 10 days). These services are not guaranteed and may be subjected to transit delays. Canadian shipments going WorldEase will depend on the date we send the combined shipment. This is typically done weekly. Canadians selecting UPS International Standard will receive their package in 3 - 7 days depending on their distance from our location and the delay at the border.
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