Customer Service

• How do I contact you?

Placing An Order

• How do I place an order?



• How do I use a coupon code?



• Do you charge a sales tax?



• How long does it take to process an order?



• Is the website secure?



• What is a billing address?



• What forms of payment are accepted?

• What is the return policy?



• Are there any items that cannot be returned?



• Can I exchange an item?

• Can I ship to a different address than my billing address?



• How long will it take to receive my order?



• Can I schedule a drop-off time?



• Will I have to sign for the package?



• Is tracking information provided?



• Why didn’t I receive tracking information?



• How do you ship?



• What are the shipping rates for the contiguous United States?



• Does UPS deliver on weekends?



• Shipping to Hawaii, Alaska and  to military addresses?



• What are the shipping rates for Canada?



• What are the shipping rates for international destinations?

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Contact Us

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How do I contact you?

Email us or call us toll free at 1-877-(929)-3100 from 10 am-6 pm EST, Monday-Friday, and 10 am – 4 pm on Saturday. Canadian residents call 1-866-889-0695. International customers call 1-772-286-3740. Se habla espanol!

Placing An Order

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How do I place an order?

You can place an order online through our secure website, or you can call us toll free at 1-877-929-3100 from 10 am -6 pm EST, Monday-Friday, and 10 am – 4 pm on Saturday.

How do I use a coupon code?

When you’re ready to checkout, view your shopping cart and click checkout. On the next page you will enter your billing and shipping information and a coupon code in the space provided. The code will automatically apply the discount to applicable items in your shopping cart. Only one coupon code may be used per order.

Do you charge a sales tax?

We are required to charge a state sales tax to customers in Florida.

How long does it take to process an order?

In-stock items are usually shipped within 24 hours.

Is the website secure?

Yes. Pinnaclewax.com is served through a secure connection using 128-bit SSL v2/v3 encryption. Every step of the order process is encrypted. Credit cards are verified by a multi-point process based on the customer’s billing address.

We do not under any circumstances trade, sell, or share your information with anyone. Your privacy and security are important to us.

What is a billing address?

The billing address is where you receive your credit card bill. We must have the correct billing address to process your order. If we do not have the correct billing address, your card will decline and we will contact you to get the correct address.

What forms of payment are accepted?

We accept Visa, American Express, Master Card, Discover, and PayPal.

Shipping

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

Yes. As you checkout, you will be asked for your billing address and your shipping address if it is different. We must have your billing address to charge your credit card. It is for verification purposes. If you supply a separate shipping address, your order will ship to that address.

How long will it take to receive my order?

Delivery times vary by location and shipping method chosen. Delivery time starts from the next full business day after the order leaves our warehouse. * Orders must placed by 2:00 p.m. EST to ship out the same business day.

Can I schedule a drop-off time?

No. What time your package arrives is determined by the delivery driver’s route in your area.

Will I have to sign for the package?

Not typically. The driver will usually leave the package, unless there have been a high number of claims in your area. We can put “no signature required” on the order at your request.

Is tracking information provided?

Yes. An email is automatically generated when your package leaves our warehouse. It is sent to the email address you provide when you place your order. If you do not provide an email address, we cannot send tracking information. The email is sent via an automatic delivery system called Quantum View Notify.

Why didn’t I receive tracking information?

Spam filters can sometimes block tracking emails. Also, if we have an incorrect email address or no email address, we cannot send tracking information.

How do you ship?

• Orders within the contiguous U.S. ship via UPS.
• Orders to Alaska and Hawaii ship via UPS 2nd Day Air or USPS Priority Mail.
• Orders to Puerto Rico ship via UPS 2nd Day Air.
• International orders ship via USPS Global Express.

What are the shipping rates for the contiguous United States?

We charge a flat ground shipping rate of $7.95 within the 48 connected United States. Please note that shipping on oversized or heavy items may be higher than these prices. On oversized items, we have noted that the item will require a shipping rate quote for expedited or international shipping. These items include, but are not limited to: buffers and complete wash systems.
* Orders must placed by 2:00 p.m. EST to ship out the same business day.

Florida residents enjoy Free Ground Shipping over $75 within Florida!

Does UPS deliver on weekends?

No. UPS delivers on business days, Monday-Friday, excluding federal holidays.

Shipping to Hawaii, Alaska and military addresses?

Yes! We ship via USPS Priority Mail to Hawaii, Alaska and APO, FPO military addresses. No aerosol products.

What are the shipping rates for Canada?

Shipping rates includes Handling, Packing and Insurance. In order to make it simple for you, we charge one low delivery charge based on the total value of your order.

What are the shipping rates for international destinations?

Shipping on international orders will vary. We ask that international customers place an order on the website and choose International Shipping for the shipping option. Your credit card will not be charged at this time. Within 1-3 business days of receiving your order, we will email you a shipping rate quote based on the actual weight of your order. Upon your approval of the quote, we will charge your credit card and ship your order. We cannot ship your order until we receive your approval. *Please note, if you add anything to your order after we have calculated shipping, the price will increase because of the increased weight.

Returns & Exchanges

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What is the return policy?

Items must be returned within 30 days. To return an item, email us or call 1-877-929-3100 to receive a Return Authorization Number and instructions. Write this number on the outside of the package. Products returned without authorization will not be accepted. The cost of the returned items, minus shipping charges, will be promptly credited via the payment method used. It may take 5-7 days for your bank to process the credit.

If you have received a defective item, please contact us at 1-800-929-3100.

Can I exchange an item?

Yes. Please call us and let us know that you will be returning an item and what item you would like instead. Upon our receipt of the returned item, we will ship out the new item and credit or charge your card if there is any difference in price.