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Help Desk - FAQs
 

ACCOUNT INFORMATION:

How do I create an account?

  1. Click the "login " link at the top of our site.
  2. Click on "Register" to create your account
  3. Then simply follow the prompts to complete setting up your account.

Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.

How do I edit my account information?

Click the "login" link at the top right hand side of our site, you must log in to edit your account information.

I forgot my password.

Click the "login" link at the top right hand side of our site. Under the login box you'll see a link that says "Forgot your password? Click here". That link will send an email to you with your password.

 

BUYER’S GUIDE:

How do I find a product or category?

In order to find the product(s) you're looking for, you may: (1) use the Category menu located at the left side of our website, or (2) type a keyword into the PRODUCT SEARCH box. If you have any trouble locating a product, feel free to contact customer service by emailing: support@storefixturesdirect.com for assistance. You may also use our convenient contact form by simply clicking here.

How do I navigate this website?

To navigate this website, simply click on a category you might be interested in. Categories are located on the left side of our website. QUICK TIP: Place your mouse cursor over anything you think could be a clickable link. You'll notice that anytime you scroll over something that is a link, your mouse cursor will become a "hand". Whereas, scrolling over anything that is NOT a link will leave your cursor as an "arrow". You may also type a keyword into the SEARCH box to quickly find a specific product. If you have any trouble locating a product, feel free to contact support by emailing: support@storefixturesdirect.com for assistance. You may also use our convenient contact form by simply clicking here.

Do you have a showroom I can visit?

We do not have a public showroom however, you may shop 24/7 online using our website. Please note that we are available for inquiries during business hours at our corporate offices based in Hauppauge, NY. In addition to our main location in NY, we ship from warehouses located throughout the U.S.

 

ORDER STATUS:

When will my order ship?

Most items are shipped within 24-48 hours after your order is processed and can take 1-5 business days to reach any continental U.S. destination. However, availability may affect shipping times. After your order has been processed you will receive an email confirmation (usually within 24-48 hours). If there are any shipping delays or back orders, you will be notified.

When will my backorder arrive?

Backordered items are not currently in stock at any of the warehouse locations. We have ordered the product from the supplier, but have not received a date yet as to when, or if, we will receive this product. We will update you periodically on the status of your order via email. If the supplier is unable to fulfill an order, your order will in turn be canceled. While we regret canceling any orders due to a shortage of inventory, sometimes these circumstances are beyond our control.

My order never arrived.

If it has been 10 business days since receipt of your email confirmation please contact us at: orders@storefixturesdirect.com and a representative will respond to your inquiry. Please include your order number. You may also use our convenient contact form by simply clicking here.

 

PAYMENT POLICY:

What is your Payment Policy?

We gladly accept Credit Cards: AMERICAN EXPRESS, VISA, MASTER CARD, and DISCOVER. Money Orders are also welcome. Please note that orders by this method will not be shipped until is payment received. Checks will gladly be accepted but your order will not be processed until check has cleared (usually 7 to 10 business days). We are unable to accept cash for Internet orders. All payments are taken in U.S. currency.

 

PRICING AND BILLING:

Do I have to pay sales tax?

Applicable sales tax will be charged on total merchandise, including shipping & handling fees, for orders shipped within New York State.

What are my payment choices?

During the checkout process you may choose any of our current payment options: VISA, MASTERCARD, AMERICAN EXPRESS, and DISCOVER cards and continue to place your order. For Money Orders and/or Checks, send your payments to:
Store Fixtures Direct
373 Nesconset Hwy, Suite 233
Hauppauge, NY 11788
Please note that we will not ship your order until payment has been confirmed. For more information please see our Payment Policy section.

When will my credit card be charged?

We do not charge your credit card until the date we process your order for shipment. For large-sized/weighted items requiring special shipment we do not process your payment (Credit Card) until we have received your approval on the final shipping costs. All orders are subject to payment verification and acceptance before shipping.

I have a question on my charges.

Click the "login" link at the top right hand side of our site to review your orders. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact customer service via email at: orders@storefixturesdirect.com for further assistance. You may also use our convenient contact form by simply clicking here.

I need a copy of my receipt/invoice.

Click the "login" link at the top of our site to print a copy of your order. Click on the "contact us" to request invoices.

 

PRIVACY POLICY:

What is your privacy policy?

We value your privacy. Please view our Privacy Policy for complete details on how we use the information we collect.

Is your site secure?

This website is protected using GeoTrust 256 bit encryption, the highest standard in Internet security.

 

PRODUCT ASSEMBLY GUIDES:

I need instructions for assembling my product.

Please check our Product Assembly Guides section on the website to review available product guides.

 

SHIPPING AND RETURNS:

How much is my shipping?

Shipping is automatically calculated for the majority of products offered by StoreFixturesDirect.com prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will see shipping costs for your purchases. Please note, large-sized/weighted items (i.e. Gondola Shelving, Slatwall Panels, Showcases, etc.) require special shipping. After submitting your order, you will receive an email with shipping costs on any large-sized/weighted items for approval. Please note that your payment will not be processed for these special items and these items will NOT be shipped until we receive your approval on the shipping costs. PLEASE RESPOND IMMEDIATELY TO OUR REQUEST FOR SHIPPING APPROVAL SO THAT YOUR ORDER IS NOT DELAYED.

An item is missing from my shipment.

It is common for some products to be shipped separately from different warehouses. Please keep in mind that partial or backordered items are packaged and shipped separately. Check previous email notifications from StoreFixturesDirect.com for specific information regarding partially shipped or backordered items. If after verifying that an item is missing (and not arriving separately) contact us within 48 hours of receipt of your order and a representative will respond to your inquiry. Please email: orders@storefixturesdirect.com and include your order number. You may also use our convenient contact form by simply clicking here.

I received the wrong product.

If you feel that you have received the wrong product, you must contact customer service within 48 hours of receiving the product. Email us at orders@storefixturesdirect.com and include your order number and a representative will respond to your inquiry. You may also use our convenient contact form by simply clicking here.

What if I my order arrived damaged?

We require that you inspect your item(s) immediately upon delivery. We are not responsible for missing items and/or damage that is not reported to us within the first 24 hours of receipt of delivery. You must open all cartons, skids and packaging while the driver is present and inspect your merchandise for any damages.In the unlikely event that damage occurs during transit to your shipping location. Follow these steps:

  1. Do NOT sign truck bill of lading.
  2. Print "Damaged Upon Arrival" where you would normally sign.
  3. Contact Store Fixtures Direct immediately (within 24 hours of receipt) at: (631) 392-0680.
We will file a claim and send you a replacement product. We will send out a new product or replacement part at our discretion. We are not responsible for replacing damaged merchandise that is not reported to us within the first 24 hours of receipt.
For complete details on our shipping, inspection, damages and returns policy click here to see our Store Policies.

What is your return policy?

Please see our Store Policies Returns Policy section for complete details regarding our return policy.

How do I return my product?

Please see our Store Policies Return Policy section for more information on returning an item.

When will my credit for returned items appear on my account?

Credits usually take 7-10 business days from the time we receive your returned item(s). See our Returns Policy section for complete information on our returns policy.

 

STORE POLICIES:

What are your Store Policies?

For a complete detailed explanation of StoreFixturesDirect.com online store policies including shipping methods, acceptance of goods, return policies, cancellations and payment methods, click here.

 

SUPPORT:

What do I do if I need additional support?

If you need further assistance you may contact us via email or phone. Click here for further information.

 

Find out why Store Fixtures Direct is the best store fixtures supplier online!