Ordering & Shipping FAQ

• I'm trying to order online and am sent to a "Request a Quote" page and not given shipping options or costs. What's wrong?
• I'm trying to call PumpToys from outside the USA, but your phone number won't work?
• I'm having trouble completing my order using PayPal; can you help?
• Can you ship my package via FedEx or UPS instead of USPS?
• Can I have my order sent to a freight forwarding or international courier service?
• Is your packaging discreet? What will it look like?
• How will it be addressed?
• What kind of literature will be included?
• How will the billing appear on my credit card / bank statement?
• Where is my shipping/tracking information? How will I recognize your email?
• If I order from PumpToys will I start getting junk / adult-oriented mail?
• My question or problem is not listed here and I need to contact you for further help.

I'm trying to order online and am sent to a "Request a Quote" page and not given shipping options or costs. What's wrong?
This is almost always caused by missing or incorrect information entered in your shipping information. For USA customers, this is usually sign of failure to have selected your "State" of residence, i.e. Virginia, California, etc. You will need to either cancel and re-start your order or go back to the beginning of your order where you enter billing and shipping info to correct this. NOTE: In doing so it is possible that this may result in loss or duplication of items in your cart; be sure to check your order carefully before beginning the payment process.

I'm trying to call PumpToys from outside the USA, but your phone number won't work?
Unfortunately our toll-free number is not accessible from certain countries. Should you not be able to reach us by phone, please don't hesitate to contact us by email; we'll be happy to help you in any way possible.

I'm having trouble completing my order using PayPal; can you help?
Absolutely! First of all, when paying by PayPal, the email address used on your order should match the email address associated with your PayPal account; this will often relieve or prevent many processing issues. Also, the PayPal interface has been known to lapse function, particularly with international orders. Should you have any problems completing an order with PayPal (or credit card, as well), please use this link to contact PumpToys for assistance in completing your purchase.

Can I have my order sent to a freight forwarding or international courier service?
In short, no. While some international courier services are reputable businesses, many of those we've run across do not inspire confidence that your package will be handled responsibly and delivered to you without issue. This causes an issue for us, because although we may have ensured delivery of your package to a courier service, under the terms of credit card banks and PayPal we are held responsible for the order until the point at which we can show either a signature for delivery to you or the equivalent 'Delivery Confirmation' statement.

Therefor, we reserve the right to cancel and refund any order submitted which is discovered to be addressed for shipment to any known international courier location, or address other than matching your billing address as we see fit. If you plan to have shipment made to an alternate location, please contact us prior to placing your order to discuss this with us first.

Can you ship my package via FedEx or UPS instead of USPS?
No, sorry; we ship exclusively via USPS, the United States Postal Service, and do not make shipment via any other carrier.

Is your packaging discreet? What will it look like?
Absolutely! Your privacy is important to us. We believe your order is no one's business but your own and strive to protect that privacy in our packaging. Your order will be discreetly shipped in a securely sealed container; being either a standard USPS or "plain brown" box, marked only with direction for handling, the chosen delivery method, and the mailing label.

How will it be addressed?
The mailing label will be addressed for delivery according to the name and address you have provided for your order, with the sender appearing only as PSTech LLC.

What kind of literature will be included?
To protect your privacy- PumpToys DOES NOT pack descriptive literature with your order! With exception of any requested material, such as a product catalog, our QS-7 will include an owners manual and some items may include a brief written instruction for use. Your order WILL NOT include any graphic material of any kind! When buying a product, you should always read and print out the information relating to that product. You will find it at the Product Support Page.

How will the billing appear on my credit card / bank statement?
The merchant charge will appear on your credit card / bank statement as a purchase from PST or PSTech, and includes our phone, 1-866-345-3451, which is answered as PST or PSTechnologies, not PumpToys. When called to inquire about a charge by someone other than yourself, i.e. a spouse going over household expenses, we will not divulge the precise nature of the purchase, but request that any question of detail be directed to you. Please be advised that, through mistake or otherwise, you will be charged a fee of $45.00 for any dispute or action which results in the charge back of a valid purchase, and ask that you take precaution if needed to avoid such.

Where is my shipping/tracking information? How will I recognize your email?
When you have placed an order with us, online or by telephone, the confirmation email for your credit card transaction is automatically sent to the email address you provide and appears as follows:
Sender: PSTech Transaction Processing | Subject: PSTech Transaction Confirmation.

When your order is ready for shipment a shipping/postage label is created and a shipping notice with your tracking number is automatically sent to the email address you provided when ordering, and will appear as:
Sender: PSTech | Subject: Your PST order has been shipped.

Be sure the email address you provide wit your order is correct! If you do not provide a correct, valid email address, you will not receive this information. Also, if you use a blocking service which requires you submit a "request" to become an approved sender, you will not receive any communication from us unless you enter the approval; we do not respond to request for approval emails. If you use a Spam or Junk mail filter your notification may not reach your inbox, and you should check your junk/spam mail folders. You can usually avoid this by creating a mail filter directing any email which contains "PST" in the Subject line to your Inbox. Do not filter based on being sent from pumptoys.com, as the shipping/tracking notice email automatically sent is typically generated outside this domain.

When corresponding directly with one of our staff, the "friendly" name appearing will vary, and may include @PST or PumpToys, with the full email address including @PumpToys.

If I order from PumpToys will I start getting junk / adult-oriented mail?
NO. Not from us, nor initiated from use of our web site or a PumpToys purchase.

PumpToys DOES NOT share, sell, or provide your email address or private information to anyone, and does not send spam or solicitation emails.

My question or problem is not listed here and I need to contact you for further help.
If you have general questions not addressed on our site or you need further information before placing an order, we'd like to hear from you and will do our best to help. There are links to reach us by email on every page of our site, or you can reach us by phone at 866-345-3451 during our normal business hours.

If you need to advise us of errors or changes to an order in progress, contact us as quickly as possible! By phone is usually best, but when outside our normal business hours you should send us an email immediately, and follow with a phone call later if you've not received a response from us or need additional assistance.

USING THE SHOPPING CART

• Click the "Add to Cart" button on any item you want to add to the cart. The "Add" button will be near the bottom of the item's description page, which is the product name/link reached from the Main Store page. Note that many items have size options which must be selected before adding the item to the cart.
  
• You may remove or edit quantity of selected items during the checkout process, by changing the item's quantity as shown in the shopping cart order review pages. To delete an item altogether, change the quantity to "0" and click "Update". To remove all items and start over, click "Empty Cart".
  
• Any special instructions you may wish to add should be entered in the "Comments" box, at the bottom of the Shipping Address section of the cart during checkout.
  
• Address Entry: Entry of a correct address for shipment is vital, and your responsibility! Knowing and entering a correctly formatted shipping address is essential in avoiding potential delivery delays or errors. Postage creation programs used for labeling shipments can automatically make minor amendments/corrections to addressing as it is entered such as addition of the '+4' extension to a zip code or correcting designation of a St, Ave, Blvd, etc. and can generally be relied upon to be correct, but could result in an incorrect address. The more complete and correct the address info you provide, the less chance for a postage program to make an erroneous change. While we strongly limit what changes our postage programs used can make automatically, we cannot be held responsible for any misdirection in shipment which may arise from automatic address amendment and not due our error in address entry.
  
• Shipping costs are calculated and added during check-out; you will see all costs before completing the order. Our cart now calculates shipping for both domestic and international orders.
  
• When you have selected all the items you wish, proceed with the check-out process. Enter all the required fields. When you have completed the shipping information, you will choose your method of payment- Credit Card, PayPal or Money Order.
  - When you select "Credit Card", you will proceed to a secure page where your card data is entered. Clicking "Submit" on that page finalizes the order.
  - When you select "Money Order", you will get a summary page to print and send in with your payment. The order is on file, but not processed until your payment is received.
  - When you select "PayPal", you will be taken to a PayPal page with the order data already set up. The order is finalized when you click the "Send Payment" link at PayPal.
  
  
• DO NOT click the "Submit" button more than once; to do so may double your order. Once you have clicked "Submit", wait until the cart confirms your order or tells you the transaction process was not successfully completed.
  
• If you are not already on cart page when you are ready to checkout, click on any View Cart link and follow instructions.

PAYMENT OPTIONS

CREDIT / DEBIT CARD-
Your PumpToys order can be made using your Visa or Mastercard credit or bank debit card. To order on-line and pay by credit card, add your choices to the cart. Then just follow the links and instruction on the View Cart page. All transactions are through SECURE SERVERS! Your private information is encrypted and protected, end to end, both ways.

Be sure that the billing address you enter matches the credit card billing address, and be sure to enter a valid e-mail address and phone number. Your Shipping notice and tracking information will be sent to the e-mail address you provide, and if there is an error, back-order or any problem, we must be able to notify you. PumpToys WILL NOT call or mail you except in regard to your order or inquiry. If that is necessary, we will always be discreet; identifying ourselves as PST or "Precision Seal", and talking only to you. The merchant name for your purchase which will appear on your credit card billing statement is 'PST'.

As a precaution against unauthorized card use / fraud, PumpToys may request additional user verification under some circumstances before processing an order, including extremely large orders from new customers, billing / shipping with different names or addresses in separate cities or states, or if unable to confirm contact information given. Any additional information requested is used strictly for purpose of verification the charge is being made by or with knowledge and consent of the cardholder.

PAYPAL-
You may pay for your order online using PayPal. Simply click on the PayPal Option when the "Select Payment Option" screen appears during checkout.

MONEY ORDER-
You may set up an order to be paid for by mailing certified funds in form of a money order or bank cashier's cheque. To order in this way, simply click the "Money Order" Option when the "Select Payment Option" screen appears during checkout. All instructions will be provided in a print-out form for your order.

CASH / PERSONAL CHECKS-
Sorry, PumpToys can no longer accept cash or personal checks as payment for an order.

SPECIAL ORDERING INFORMATION-
Some custom orders can't be calculated or accommodated by the shopping cart without special programming. You can inquire and place such an order by e-mail; we will calculate the totals and provide you with a link to a "Special" order page, where you can finalize your order in the usual way on-line. You may also order custom items by telephone with our staff at 1-866-345-3451.

SHIPPING OPTIONS & DETAILS

We Ship Promptly! PumpToys IS the manufacturer of it's products, and we try to keep everything in stock. PumpToys ships most orders within 24 hours! If we are out of stock or there is some delay, you will be notified promptly as well. Note that custom cylinders made to order have a lead time, which we will advise you of when confirming your order. Bull Cylinders are stocked with uncut/unfinished entries, and may require one extra day for finishing to your ordered size before shipment.

( For International shipping options Click Here )

(1) PRIORITY GSD- PROTECTED PRIORITY MAIL
This is USPS Priority Mail with Delivery Confirmation, tracking and GSD Insurance included. Delivery time is 2-3 days, anywhere in the United States including PO boxes and military addresses. This is the "default" selection; if you do not make a choice, your order will use this one.

Unlike Postal Insurance, GSD claims are handled privately. If you have a lost or damaged shipment, your claim is filed directly with PumpToys and promptly resolved here! No forms, no delays, no explanation to third parties of personal contents. See the GSD Protection Page for more details. "Delivery Confirmation" allows tracking online or by phone; confirming when your package has shipped, and when it has been delivered to the listed address.

By default, Priority Mail packages do not require a signature for acceptance, and may be delivered and left in your mailbox or on a porch. Should you prefer your package not be left if the address is unattended, check the "Signature Required" Option in the shipping section of your order.

This is standard USPS Priority Mail. Delivery time is 2-3 days, anywhere in the United States. It includes Delivery Confirmation service, track-able on-line. This service IS NOT insured- the risk of lost or damaged packages is the buyers risk. Postal acceptance of your parcel from us constitutes completion of delivery by PumpToys.

By default, Priority Mail packages do not require a signature for acceptance, and may be delivered and left in your mailbox or on a porch. Should you prefer your package not be left if the address is unattended, check the "Signature Required" Option in the shipping section of your order.

This is USPS Priority Mail Express Service, providing guaranteed next-day delivery by noon or 3p.m. to most U.S. destinations, including PO boxes and military addresses. Priority Mail Express Service includes Tracking and Delivery Confirmation with signature on request plus insurance against loss or damage for the first $100.00 contents.

• Any order, at our discretion and as deemed necessary, may be shipped with a signature required for delivery.
  
  If no one is available to sign for and take possession of your package when delivery is attempted, the package will remain in the care of USPS. A notice of delivery attempt will be left at the address which advises you when a second attempt is to be made, or the notice can be taken to your postal station where you can claim your package in person. If this safety measure will create a problem with receipt of your order and you are a new customer, please contact us before ordering to discuss other options. If you are an established PumpToys customer, use the Comments box on the order page to request waiver of signature. Please be advised waiver of signature is done at your own risk.



• All orders returned to PumpToys by USPS as "unclaimed by addressee" or having an undeliverable address not due our error are subject to a $20.00 special handling fee plus postage costs for the return, if any, and postage to re-ship the order. If the order is subsequently cancelled or otherwise not re-shipped, a 20% restocking fee will be deducted from the credit issued for that order.
  
  Our orders are shipped without delay, and a shipping / tracking notification is automatically sent to the provided email address when your postage / mailing label is generated. It is your responsibility to ensure that the email address and shipping info you provide to us are correct. If delivery of your order within the expected time frame would be inconvenient, when placing your order please use the Comments box in the order form page to inform us, i.e. "Please do not ship before May 1st" or " Please ship to arrive on a Friday or Saturday". While we cannot fully guarantee delivery on an exact date our shipment history data provides a very accurate time table, and we'd much prefer to adjust the release of your order than charge you for packing it a second time.

• PACKAGING
  PumpToys standard packaging is a USPS Priority Mail box- No special appearance, no indication of content. We securely pack your shipment; it won't be opening by accident or damaged by normal handling! If shipping is odd-size for Priority boxes or is shipping international or by UPS, the package will be a "plain brown wrapper". Really!
• LABELING
  Our address label shows your name and a return address for "PST" and your order number. NOTHING out of the ordinary.
• INSURED SHIPPING
  PumpToys does not ship with USPS postal insurance! We use "Guaranteed Safe Delivery", the GSD Private Insurance System for equivalent protection. If you wish to protect your order from loss or damage in transit, select "GSD" Priority as your shipping option when checking out. See details of this service under "shipping method 1" above.

INTERNATIONAL ORDER & SHIPPING INFORMATION

• Shipment of the goods ordered into your country is prohibited by your government.
• Shipment of the goods ordered into your country is prohibited by our government.
• Conditions of sale or shipment into your country are deemed to be insecure by PumpToys.
• Shipments being forwarded through use of an International Courier Service will not be accepted.

(1) USPS EXPRESS MAIL INTERNATIONAL- FAST, RELIABLE, PROTECTED.
International shipments from PumpToys are now sent via Express Mail International as our standard international shipping method. Orders to most countries will actually deliver in only 3 to 5 days with EMI! This service is insured, track-able on-line, and has proven very reliable.

(2) USPS PRIORITY MAIL INTERNATIONAL
This option provides a reliable, track-able and confirmed delivery service at a lower cost than Express, with a moderately slower time for delivery, typically 6 to 10 days.

NOTE: Due to lengthy delivery times and parcels being lost in transit, PumpToys no longer offers shipment via Air Mail or First Class International Service. We apologize for any inconvenience this may cause.

TERMS:
PumpToys is shipping to you by Express Mail International or Priority Mail International at your request and by terms you accept. PumpToys will insure all international shipments if insurance service is available to your country. If insurance is not available for your country, our delivery of the properly addressed parcel to our local postal service (and our receipt thereof) constitutes delivery to you. The risk of loss or damage in transit for uninsured shipments is at the buyer's risk.

ADDRESS INFORMATION:
It's VERY IMPORTANT that the shipping address for international orders be entered exactly as your postal service requires. The format varies widely around the world; PumpToys relies on you to provide the proper information. The shopping cart provides an un-formatted space for international addresses- Please enter it EXACTLY as it needs to appear on your package, line by line! Use your keyboard Enter key to move down and start a new line.

INCLUDE YOUR TELEPHONE NUMBER:
A telephone number for contact is required for all international shipments. By adding your phone number to the delivery information, your postal service or Customs Office can contact you if there are problems with your delivery. The most common reason for an international shipment being returned is "Cannot locate addressee".

CUSTOMS, VAT AND IMPORT DUTIES:
We are required to complete a "Customs Declaration" form on all International shipments, listing the contents and value of your order. PumpToys' product codes are designed to appear as conventional goods on your customs declaration, for the purpose of discretion. We CANNOT (and WILL NOT) misrepresent the value of your order; it is a violation of US Law to do so- please don't ask us to do so. Customers are responsible for import duties if any, as imposed by your country. Your local postal or customs service will bill you for such duties when applicable. Occasionally the Customs process in the destination country will delay delivery; PumpToys has no control over this.

TAKE DELIVERY QUICKLY:
Once you are notified that your package is available or an attempt has been made to deliver it, arrange to pick up or take delivery of your package as quickly as possible. Most postal carriers will make 2 delivery attempts before a package is held for customer pick up within 30 days, but not always. Once determined as unclaimed, the package is return shipped to PumpToys but is no longer subject to time-sensitive delivery, possibly taking as much as 90 days before received by us. Please be advised that all international orders returned to PumpToys by USPS as "unclaimed by addressee" are subject to a $25.00 special handling fee plus return postage costs, if any, and cost of postage to re-ship the order. Original shipping costs are non-refundable under any circumstance. If the order is subsequently canceled or otherwise not re-shipped, a 20% restocking fee will be deducted from the credit issued for that order.