Customer Service and Frequently Asked Questions

CONTACT US

 

Customer service at General Rubber & Plastics may be reached by phone Monday - Friday 8am – 5pm Eastern Standard Time at (859) 254-6436 or toll-free at (800) 937-4767. You may also email us anytime at info@generalrubberplastics.com, or fill out our contact form by clicking here.

 


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. We do take orders over the phone if preferred. 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 (859) 254-6436 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 Alabama, Kentucky, Mississippi, Texas and West Virginia. Sales tax is determined by the purchaser’s delivery address.

 

What form of payment does General Rubber & Plastics accept?
We accept transactions fulfilled through Paypal, and 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 (859) 254-6436, or email us at sales@generalrubberplastics.com.

 


SHIPPING

 

Where will you ship to?
We ship to the 50 contiguous states of the USA including Alaska and Hawaii, as well to Puerto Rico and 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.

 

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, www.UPS.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. General Rubber & Plastics is not liable for missing packages. However, General Rubber & Plastics 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. General Rubber & Plastics 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.

By what time do I need to place my order to have it processed on the same day?
You must place your order by 12:00 PM EST if you would like to have it processed on the same day.  If your order is placed after this time, we cannot guarantee it will be processed that day.

 


RETURNS

 

Can I return my item?
At General Rubber & Plastics, 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 Merchandising Authorization) number. You can obtain an RMA number by contacting us at (859) 254-6436. This number is to be written on the outside of the package, or on a piece of paper you place inside of the package. General Rubber & Plastics does not cover return shipping. 

 

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). General Rubber & Plastics will, at it's 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.