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FAQs
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Orders
Q. What forms of payment do you accept?
Salamander Graphix accepts Visa and Mastercard credit cards via our secure online ordering system. Your credit card is billed at the time your order is placed. We do not accept other forms of payment. Every order placed with salamandergraphix.com is subject to a handling fee.
Q. What is the CVC code and why is it needed?
The CVC code is located on the back of your credit card after the last four digits of your account number. We request this information to increase the security of your credit card transaction.
Q. Is my order secure?
A. Salamander Graphix takes your security very seriously and has taken measures to protect the loss, misuse, and alteration of the information under our control. When you click the "Submit Order" button, our website interface (ShopSite) sends the order information to the store's payment processor for verification and authorization. ShopSite then stores the order information in an encrypted file. We utilize encryption based upon the Tiny Encryption Algorithm (TEA).
Q. How can I check my order status?
A. Go to Tracking and enter your order number. Visit our Shipping page for more information.
Q. When will I receive my order?
A. When you purchase an item from salamandergraphix.com, we strive to ship your order within 1-2 business days. We cannot guarantee how long it will take UPS or to deliver the item to you. Your tracking number and a tracking link are included in your order confirmation email. Read the Shipping section for more information.
Q. Can I make changes to my order after it has been submitted?
A. We do accept cancellations on your order after you place it, but only if the order has not yet been packed and prepared for shipping or shipped. If you would like to cancel your order, please email us at customercare@salamandergraphix.com. Please include your order number in your request.
Unfortunately, we are not able to make changes to orders..
Q. Will I get an order confirmation?
A. For every order you submit to salamandergraphix.com, you will receive an order confirmation upon the completion of your transaction. In addition, you will receive an order confirmation email. We recommend that you print and save both for your reference. For your security, we will only send an order confirmation to the email address you provide. Please be sure to enter your email address correctly to ensure that you receive your order confirmation. You will need your order number for reference when you check your order status or track your package at salamandergraphix.com.
Shipping
Q. Can I ship to an address outside the United States?
A. Yes! Salamander ships worldwide to any place that UPS services. Please keep in mind that international orders may be subject to additional shipping and/or customs or import charges depending on the country of destination.
Q. How quickly will my order be shipped?
A. Salamander Graphix makes every effort to ship all customer orders within 1-2 business days. Shipping times may increase to 3-4 business days during the last week of each month due to accounting restrictions.
Q. How can I track my package?
A. Once your order ships, you will receive a shipping confirmation via email, which will include your UPS tracking number and a link to track your package.
Q. Do you ship to PO Boxes?
A. Salamander does not ship to PO boxes. Please provide a physical shipping address for all orders. Orders that contain a PO box for the shipping address will not be processed.
Q. Do you ship to FPO or military addresses?
A. Salamander does not ship to FPO addresses because the government does not allow UPS delivery at these locations.
Q. What shipping methods are available?
A. All orders are shipped via UPS ground, unless otherwise requested. All orders will be charged a shipping and handling fee. Please see Shipping Options below for further information.
Shipping options
Orders placed after 3:00 p.m. PST are processed the following business day. Requests made after 5:00 p.m. PST Friday through Sunday will not be processed until the beginning of the next business week. Salamander does not ship on weekends or holidays.
Standard shipping
Salamander utilizes UPS Ground service for our standard shipping option. Earn FREE shipping on orders of $50 or more! Offer valid only within continental US; Does not include Hawaii or Alaska
Express shipping options
3-Day Express Delivery - To calculate additional shipping charges, click "Recalculate" prior to completion of your order. Expect delivery within 3 business days after your order is processed.
2-Day Express Delivery - To calculate additional shipping charges, click "Recalculate" prior to completion of your order. Expect delivery within 2 business days after your order is processed.
Tracking
Products
Q. What is the warranty on your products?
A. Salamander Graphix warrants that for one year from the date of receipt, under normal use, our products will be substantially free from defects in materials and workmanship. This warranty does not include damage due to normal wear and tear or improper use. In the case that a defect occurs in one of our products, we will gladly replace it with the same item or one of equal value if the exact item is unavailable. There is no warranty condition of any kind covering defects discovered after 1 year. These limitations may not apply to you, since some states and jurisdictions do not allow limitations of an implied warranty or condition.
Please note: The Salamander Graphix warranty is limited to 6 months on items that contain neon.
Q. What is the life of the neon lighting?
A. Our neon lights last up to 500 hours or 1 year, whichever comes first.
Q. How are the clocks powered?
A. Our clocks require AA batteries, which are not included.
Q. How is neon lighting powered?
A. Our neon clocks come equipped with a plug-in transformer.
Returns
Q. Can I return items I purchased at a retail store or another website?
A. Salamander does not accept return of items purchased at any other location. However, if your Salamander product is defective (no matter where you purchased it) and you are within your warranty period, we will gladly replace the product for you. If your item is not currently available, we will replace it with a comparable item.
Please note: In order to request a replacement for a defective item, you will be required to provide proof of purchase containing your date of purchase.
Q. What is your return policy?
A. Salamander Graphix strives to satisfy our customers; without you we wouldn't be in business! If for any reason you are dissatisfied with your product purchased at salamandergraphix.com, simply email customercare@salamandergraphix.com to request return instructions within 30 days of receipt of your purchase. Once your refund is processed, please allow 1-2 billing cycles for refund to appear on your credit card statement. Please reference your order number in your request.
Q. How do I return an item?
A. To learn how to return an item you purchased from salamandergraphix.com, please send an email to customercare@salamandergraphix.com Please reference your order number in your request.
Q. How are refunds credited back to me?
A. Once we process your refund request, we will authorize a credit to the credit card you provided us for payment. Please allow 1-2 billing cycles for the credit to appear on your credit card statement. Salamander does not provide refunds on products not purchased at salamandergraphix.com.
Wholesale
We will be launching a website for our wholesale customers in the future. If you are a wholesaler and wish to contact us, please email us at: sales@salamandergraphix.com.
This address is for Wholesale customers only.
If you are an end user and wish to contact us, please view the FAQ's above or visit Contact Us for information on how to do so.
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