Frequently Asked Questions
ACCOUNT INFORMATION
Why should I create an Account?
When you create an account, our website will save that information so the next time you make a purchase from us, you will not have to re-enter contact and shipping information. In addition, this helps us serve you better in the future. Saving your credit card information is optional.
What if I can't remember my password?
Our customer service agents do not have access to your password. If you forget your login information, follow the "Forgot Your Password" link on the My Account page.
ORDERING
How do I place an order?
You may place an order using our easy and secure website. If you have any questions or concerns, do not hesitate to contact us and we will do our best to assist you.
How long will it take for my order to be processed?
Your order will be processed within 1 business day. We do not process orders on Saturdays or Sundays, or on any major US holidays. Missing or incorrect information, ranging from incorrect credit card information to an incorrect billing address, may delay the ordering process. Please call us at 800-535-7225 if you need to change order information after the order has been submitted.
Do you charge sales tax on your orders?
We charge sales tax to customers located in Pennsyvania. Sales tax is determined by the purchaser’s delivery address.
What form of payment does Thomas Goldkamp accept?
We accept major credit cards including VISA, Mastercard, Discover, and American Express. We do not accept checks, C.O.D., or money orders.
What if I want to cancel my order?
Because we work to process and ship your orders as quickly as possible to ensure fast delivery, it is important to cancel your order with us as soon as possible. Once your order has been shipped, we cannot cancel your order. You will have the option at that point to return that product to us. However, you will be required to pay return shipping, and there may be a restocking fee, depending on the circumstances.
TO CANCEL YOUR ORDER: Call us at (800) 535-7225, or email us at chris1kamp at yahoo dot com (we spell out our email address to reduce spam).
SHIPPING
Where will you ship to?
At this time, we may only ship to the 48 contiguous states of the USA. We do not deliver to Alaska, Hawaii, Puerto Rico, or Canada.
What shipping carrier is used to ship my package?
We use UPS to ship orders. Shipping options include ground, 2-day and next day. UPS will not ship to P.O. Boxes. We can ship via Federal Express or other carriers upon request.
Where can I find my package’s tracking number, and how do I track my package?
Your tracking number will be emailed to you once your order has been shipped. To track your package, you may visit FedEx.com using the tracking number we provide.
Do you require a signature or package insurance for deliveries?
Generally, we do not require a signature for shipment of packages. However, we may require them on larger orders at our discretion. Thomas Goldkamp is not liable for missing packages. However, Thomas Goldkamp will work diligently to resolve missing packages.
How long will it take for me to receive my package?
UPS Ground Delivery may take between 3-10 business days depending on location and current conditions. UPS 2-day should arrive by the third business day and UPS overnight should arrive within 2 business days from purchase. Thomas Goldkamp is not responsible for delivery delays due to inclement weather or carrier errors, but we will do our best to assist customers in these circumstances.
RETURNS
Can I return my item?
At Thomas Goldkamp, we offer quality products and aim to provide great customer service. As such, we accept returns within 15 days of delivery. We will accept these returns for products that are returned in new condition, with all product parts and packaging included with the return. We will only accept returns with an RMA (Return Merchandise Authorization) number. You can obtain an RMA number by contacting us at (800) 535-7225. This number is to be written on the outside of the package, or on a piece of paper you place inside of the package. Thomas Goldkamp does not cover return shipping. Some items are subject to a 15% restocking fee.
What kind of refund will I receive?
Depending on certain circumstances, we may provide a full refund, partial refund, or exchange. The type of refund will be agreed on before the returning of the package. However, there are circumstances where this may change once the package has arrived (the package is missing pieces; products have been used, etc). Thomas Goldkamp will, at is sole discretion, will make a best effort to resolve customer concerns.
When will I get my refund?
Refunds will be initiated once we have received the returned merchandise, and it is returned in the manner that was agreed on when given the RMA. Upon issuing the refund, it may take up to 7 business days to show in your account. If you do not receive your refund by the 10th day, please contact us.