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GENERAL
Q) Where are your products made?
A) CTD USA tries to manufacture as many of it's products in our factory in Hubbard, Oregon, just south of Portland. When we are unable to make a product or a component, we try to find a solution in the USA first. When domestic suppliers are not available, we do source from international vendors from Taiwan, Indonesia, China and Sri Lanka just to name a few. Quality is our primary concern, so regardless which country our parts originate from, CustomTieDowns tests the product to ensure compliance. Country of origin information is available on all products we sell.
Q) I'm not comfortable shopping online, can I order over the phone?
A) CTD USA has a full time staff to handle your phone orders or questions. During business hours, a real person will answer the phone and assist you in what ever way possible. If an order is placed by phone, in order to ensure phone orders are produced correctly, we do ask the customer to confirm the phone order by email. Thus, in order to place a phone order, the customer must provide a valid email address for the order approval process.
Q) Is there a minimum order quantity when ordering from CTD USA?
A) At CTD USA, we able to offer most products, including custom made products, without a minimum order. There are some products, such as sublimated webbing products, that do have a minimum order size. If a minimum order is required, it will be noted on the specific product's page.
Q) How long does it take to produce my order?
A) At CTD USA, our brands sell four different classifications of products: Stock, Preassembled, Custom Built and Custom Printed.
Stock products are finished goods sitting on a warehouse shelf, ready to ship. Stock products usually ship within 1 business day.
Preassembled products are built, but are not fully complete. They may require a final inspection or speciaty packaging before shipment. Preassembled products typically ship in 1-2 business days.
For custom built orders, the average production time is 3-5 business days, but depends greatly on order quantity. Although 3-5 business days is an average production time, as a manufacturer, our lead time on custom products can vary with current market demand.
Custom Printed products are similar to custom built, but require our printing services also. Printing services include imprinted webbing, printed packaging materials or other materials. Products that require printing services to take extra time to produce. The extra amount of time can vary widely depending on what services the job requires. We recommend contacting customer service for the most accurate lead time when ordering a custom printed product.
If current production time is ever a concern when placing an order, please contact customer service prior to ordering.
Q) How long does shipping take to get to me?
A) CustomTieDowns ships all orders from our headquarters in Hubbard, Oregon 97032. Ground service transportation will takes one to seven business days to deliver, depending on the customer's proximity to Oregon. Expedited shipping services such as US Postal Priority and UPS air services are available for faster delivery. Expedited shipping can be selected during checkout, or quoted by our customer service staff.
CTD USA TERMINOLOGY
Q) There are a lot of terms related to your products I don't understand?
A) Every industry has terminology and phrases specific to their products and the industries we perform in are no exception. We offer a glossary of terminology that defines all the most common terms used in our industries. If there is ever a question, please contact customer service, we are happy to explain.
Q) What is Working Load Limit (WLL)?
A) Working Load Limit is defined as the maximum load that may be applied to a component of a cargo securement system during normal service. Working Load Limits and Breaking Strength Ratings are based on load testing of a straight tensile pull. Load directions other than straight can result in a significant reduction in strength. The weight of your load should never exceed the Working Load Limit of a cargo securement system.
Q) How do I know what Working Load Limit to purchase?
A) Always select a tie-down with a Working Load Limit greater than the static weight of the materials you plan to carry. Never exceed the Working Load Limit of your tie-down.
CTD USA ONLINE STORES
Q) Do you store customer information?
A) The only information stored within the brands of CTD USA is the information needed to ship your order. We keep your name, phone, email, shipping address, and a list of items purchased. All sensitive information such as credit card information is processed by our merchant processor, Paypal. Paypal is one of the most advanced online payment processers, so we let them handle the security of sensitive information. If you have concerns about online purchasing, please select our "Pay over the phone" payment option. You may place the order, then call in your payment information. However, we will not ship your order until payment has been received.
Q) What payment options are avaialable?
A) Customers may select from all major Credit Cards, Pay by Phone, Check Payments and PayPal. Billable accounts, such as a net 30, are available by application
Q) I played for an order with a credit card, what name will show up on my credit card statement?
A) CTD USA does business under multiple brands, but regardless of brand, all transactions will show "CTD USA" as the seller.
Q) What shipping options are available?
A) UPS and the US Postal Service are our common carriers for shipping. We offer all of their services where available. During online purchasing, each customer will be provided a list of available shipping options with the current cost next to each option. Not all shipping options are available to all locations.
Q) Do I need to create an account to purchase online?
A) Simply answered, there are no accounts for Retail customers. For the sake of security, we don't store your private information on our servers. As a safeguard against storing sensitive information, we ask the customer to enter their information each time they purchase. If you are a frequent retail buyer, we offer a "Remember my information" option during checkout. This option stores a Cookie on your computer of only non-sensitive information such as your name and address. "Remember my information" option will speed up your checkout experience, but you will still need to enter payment information each time you order.
Commercial, distributor and dealer customers can apply for an account that is managed in our offices and offline.
Q) I noticed when I added an item to the shopping cart, the URL changed from your online store to www.RomanCart.com, why?
A) www.RomanCart.com is an online shopping cart management system. In the ever changing world of online shopping, CTD USA stores believe that the customer deserves the most efficient, secure and simple shopping experince available. In order to provide such an experience, CTD USA utilizes RomanCart's services for completing orders. They don't process credit cards or store your sensitive information. RomanCart just provides the shopping cart application for the checkout process.