Merchandise
I only need x number of pieces, not a full case. Can I buy smaller quantities?
Can you send me a catalog?
Can you send me a sample?
Ordering & Payment
Is there a minimum order requirement?
What forms of payment do you accept?
When will my card be charged?
Do you accept PayPal?
Do you ship COD?
Do you offer credit billing terms?
What is your Return Policy?
Shipping
What shipping method do you use?
How long will it take for me to receive my order?
Do you ship outside of the United States?
Insurance & Tax Document
Click here to download our W-9 Tax Form
Miscellaneous
Will you provide free or discounted goods to my charitable organization?
Q: I only need x number of pieces, not a full case. Can I buy smaller quantities?
A: Our goods are stored throughout a network of warehousing facilities across the country, many of which are operated by a third party. Unfortunately the staff there will only ship out the pre-packed cases we have stored there. Accordingly, we can only distribute the case quantities you see listed for sale.
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Q: Can you send me a catalog?
A: With an inventory in the neighborhood of 25,000 unique items, which gets updated weekly, keeping a paper catalog up to date would devistate the world's forests. Here at Eros, we care about all Earth's creatures, and would hate to displace them. Accordingly, we do not produce paper catalogs. Instead we use this website as our catalog. It's a lot more practical.
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Q: Can you send me a sample?
A: Unfortunately we're not set up to send samples. We store a lot of our merchandise at third-party warehousing/fulfillment facilities and the staff there will only ship out the pre-packed cases we have stored there. We apologize for any inconvenience. If you have any questions about the merchandise you're considering however, please contact us and we'll be more than happy to answer them for you.
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Q: Is there a minimum order requirement?
A: There is no minimum dollar amount. You can purchase each item in whatever case packs are offered.
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Q: What forms of payment do you accept?
A: We accept Visa, MasterCard, Discover Card, or American Express credit cards. We also accept money orders and bank transfers. For international orders, we will accept credit card payment as long as the billing address is verifiable by our processor, and the order is shipping either to the same address or that of an incorporated US-based freight forwarder. If either of those requirements are not met, payment via direct bank transfer will be required.
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Q: When will my card be charged?
A: When you submit your order, our payment processor will verify the availability of funds on your credit card. This is called an initial authorization and the transaction will show as pending on your credit card account. We only capture the funds once we finalize the order and confirm all components have been scheduled for fulfillment. The transaction will move from pending to captured on your credit card account at that point.
If for any reason your order has to be modified or cancelled prior to finalization, the initial pending charge will be released, and if necessary, a new transaction may be authorized. Any pending transactions that get released will simply disappear from the pending section of your credit card account; it will not show as a refund, since we never actually captured those funds.
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Q: Do you accept PayPal?
A: We do not accept PayPal at this time.
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Q: Do you ship COD?
A: We do not ship COD.
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Q: Do you offer credit billing terms?
A: From time to time, we do extend credit terms, however it is rare. In order to request terms, you must be a medium to large sized business or institution with an established and verifiable reputation and credit history. You must place several orders with us first, paying up front as per our standard procedure. Once your account with us has an established order history, please contact us to further discuss the option of obtaining credit terms.
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Q: What is your Return Policy?
A: If the goods you receive are deemed damaged or your receive an item other than what you ordered, let us know within 7 days of receipt and we'll send you a return shipping label. You can return the full case with the retail packaging unopened and we'll offer you a full credit, refund, or exchange.
If you just decide you don't want an item for whatever reason, you can return the full case with the retail packaging unopened within 7 days of receipt in exchange for goods of equal or greater value (in which case you'll be invoiced for any difference) or you can request a credit or refund on the cost of goods minus a 15% restocking fee.
Partial cases or merchandise that's had its retail packaging opened cannot be returned or exchanged for any reason. All return requests must be made within 7 days of receipt. Requests made after that point will not be approved for any reason.
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Q: What shipping method do you use?
A: We ship via UPS. Please note that UPS does not deliver to P.O. Boxes.
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Q: How long will it take for me to receive my order?
A: Shipping time will vary depending on which product(s) you order, as we have multiple shipping centers located across the country. Most orders ship within 24 to 48 hours and arrive within 5 business days of shipping, however some items may take up to two weeks. We try to deliver your merchandise as expeditiously as possible, however we make no guarantees on shipping time. If you have a time sensitive order, please contact us prior to placing it to ensure it will get to you by your deadline. We also encourage you to be mindful of any national or cultural holidays that may impact shipping schedules.
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Q: Do you ship outside of the United States?
A: Please review the following International Order Guidelines:
We do not handle any taxes, duties, or customs fees your government may require for imported goods. You will be directly responsible for any such payments required by your government upon receipt.
For shipping internationally, we recommend employing a US-based freight forwarder whenever possible. In many scenarios, this is the most cost effective option and mitigates many complications. This is especially true if shipping to the Caribbean islands.
If you require us to ship internationally, we can in most cases, however you should expect international shipping to be expensive. Please note that a few of the third-party order fulfilment facilities we employ are not set up to ship internationally, so any goods coming from those locations would need to be shipped domestically to our headquarters first, where we can then ship them out internationally. This can result in dramatically inflated shipping costs if any parts of your order fall under that scenario.
We will contact you at the email address associated with your order to discuss any modifications to your order that may be necessary. Your credit card will not be charged until you authorize those modifications.
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Q: Will you provide free or discounted goods to my charitable organization?
A: We have a yearly budget for charitable activities, which we've already fully committed to various organizations. We're sorry to say we don't have room in our budget for additional donations or price cuts at this time. We do have small margins on our goods however, so I hope you'll find the merchandise we carry is pretty affordable as priced. We do run sales from time to time, which are available to all. Click here to sign up for our mailing list and be informed of any promotions we run in the future.
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