Help and FAQ
- How do I order using this site? When I am finished, how do I logout?
- How long will it take to receive my order?
- How can I check the status of my order?
- Can I issue a purchase order via Carrot-Top.com?
- Will I pay sales tax when I order online?
- How do I return an item?
- Can I order any of the numerous custom products I see in your catalog online?
- I forgot my user name and password.What should I do?
- How do I change/update my account information?
- What is your privacy policy?
- Is it safe to order using Carrot-top.com?
- How do I request a free catalog?
- How do I contact you?
1-How do I order using this site?
Once you have your account set up, ordering is easy.
To place an order online, use the links on the left side of the page to browse through our most popular product lines. If you know exactly which product you would like, you may search for it by item number or name using the search field located at the top left of every page on our site.
Once you have found a product you would like to purchase, press the "Add to Basket" button. When you have finished shopping, press the "Checkout" button. You will be prompted to verify your account information and enter a delivery phone number as well as a valid credit card number. You will also be asked to select a shipping method.
To view your shopping cart or proceed to checkout at any time, click on the "View Basket" icon located at the top of every page.
To end your shopping session or "logout", simply close your browser window and your carrot-top.com shopping session will expire.
2-How long will it take to receive my order?
Most orders placed by 1:00 pm EST are shipped the next business day. If a product happens to be out of stock, a date will appear in red text informing you of the date we expect to receive it. Some of our larger/heavier products may take a little longer to arrive. When your order is shipped, an automatic e-mail will be generated and sent to the e-mail address we have on file for your account.
If your order was shipped via UPS or FEDEX, you may track it by online in our Order Status area.
Orders shipped via motor freight may be tracked by calling customer service at 1-800-628-FLAG (3524). You may be asked for your order number.
Rush orders (UPS next or 2nd day) must be placed by 1:00 pm EST to ensure timely delivery. Orders placed after 2:00 pm will not be processed until the next business day.
3-How Can I Check the Status of my Order?
To check the status of your order, login to your Carrot-Top account and click on the "Order History" icon at the top of the page. You will see a history of every order you have placed since August of 2000, including those placed online, by phone, fax, mail or e-mail. Click on the order number in blue text that corresponds with the date of the order you are interested in. Detailed information about the order and its status will be provided.
4-Is is possible to bill my account when I place an online order?
If your account has "on account" status, it is possible to bill your account for goods ordered online. The option to bill your account will appear during checkout*. In order to bill your account, a PO number is required. If you would like to be considered for "on account" status, please contact a customer service representative at 1-800-628-3524. The payment terms for billing your account are 1%-10 Net 30.
*It is possible that some customers with "on account" status will not see this option during checkout. This may be the case if your online account does not match the billable account that was originally set up for your company. If you believe this has happened, please contact us at 800-628-FLAG (3524), and we will be happy to correct any inconsistencies.
5-Will I pay sales tax when I order online?
Orders placed by North Carolina customers will have sales tax added to them. We do not have any physical presence outside of NC, so we will not collect sales tax from those customers ordering from other states. This does not mean that you are not responsible for paying your state sales tax, where applicable. Many states request that you report these purchases in either state income tax forms or in "use taxes".
6-How Do I Return an Item?
We want to make it as simple as possible for you to return your goods to us. If you have Adobe Acrobat Reader® you may click here to print a returns form. If you do not have Adobe Acrobat Reader® you may click here to download it for free.
Once you fill out the returns form, please mail it back to us with the goods you are returning. To ensure that you are able to track the goods you are sending back, we suggest that you use UPS or another carrier that offers the option of tracking your package. Carrot-Top Industries, Inc. is not responsible for returned items lost in the mail. Credits/refunds will be issued in the same manner in which the products were paid for. Items considered "special order" or custom are non-returnable.
7-Can I order any of the numerous custom products I see in your catalog online?
At this time, we are not able to accept orders for custom products online, however, we do have information about our most popular custom products on our website. For expert assistance and fast, easy ordering, please call us at 1-800-628-FLAG (3524).
8-I forgot my User Name and/or Password. What should I do?
Your user name is the e-mail address you used to set up your account. Your password is a combination of characters you created when you set up your account. It may be alphanumeric (letters and numbers), numeric (all numbers) or alpha (all letters). Please remember that your password is case sensitive. If my password were "CARROTTOP" and I entered it as "carrottop", I would receive an "incorrect password" error message because I did not enter it as uppercase.
If you remember you user name but not your password, enter your valid user name and press the "Reminder" button (located just below the user name and password fields on the login screen). Your password will then be automatically sent to your e-mail address. If you need other assistance with your account, please call 1-800-628-FLAG (3524) and someone will be happy to look up your account information.
9-How do I change/update my account information?
To change any of your account information, simply login to carrot-top.com using your existing account information. Once you have logged in, click on the "Account Login" icon located at the top right of every page on our site. You will see all of your stored account information and can modify it at that time. If you only need to change your delivery or bill to address, you may do so during check out. Once you have finished updating information, click on the "update" button.
10-What is your privacy policy?
Your privacy and preferences are important to us. To view our privacy policy, click on the link on the bottom of the website to learn more.
11-Is it safe to order using Carrot-top.com?
We have never received a report of credit card fraud resulting from a purchase at this website. Carrot-top.com is a VeriSign!" secure site. All of the information submitted to us through our website is encrypted. To learn more about our security certificate, click the logo below.
12-How do I request a free catalog?
To request your free Carrot-Top Industries catalog, click on the catalog request link at the top of our website.
13-How do I contact you?
We'd love to hear from you. We are here Monday - Friday, between 9 am and 5 pm, EST.
Phone: 800-628-FLAG (3524).
Fax: 919-732-5526
E-mail: service@carrot-top.com
Mail: Carrot-Top Industries, Inc.
328 Elizabeth Brady Rd.
PO Box 820
Hillsborough, NC 27278
Your satisfaction is our #1 priority.
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