Frequently Asked Questions

Do you have a catalog?
Do you allow backorders?
My order status says "Pending CSR". What does that mean?
My order status says "Payment Pending". What does that mean?
Do you accept international credit cards?
Do you accept checks, money orders, or COD?
Do you accept bank or prepaid gift cards?
What forms of payment do you accept?
Do you charge sales tax?

General

Do you have a catalog?

We do not. We are an eCommerce company, so all of our products can be viewed online. We are constantly updating our product lineup, so it would be very difficult for us to maintain a paper catalog. Plus, it saves on printing costs, and we can pass those savings along to you! Not to mention it's a lot better for the environment. If there is a particular item you are looking for, feel free to contact a Customer Service Representative at 704-979-7100 and we'll be happy to assist you.

Do you allow backorders?

No, we do not allow backorders. If you have purchased a product that is out of stock, a Customer Service Representative will be in touch as soon as possible to see if you would like a replacement. If no replacement is requested or available, we will refund your purchase. If you are inquiring about a product that you would like to purchase that is out of stock, a date for arrival will be on the product page if one is available. You can also enter your email address on the product page to be notified when that item comes back in stock. If one is not available, please feel free to contact a Customer Service Representative at 704-979-7100 and we will do our best to determine when the item might be available for purchase again.

Ordering

My order status says "Pending CSR". What does that mean?

Our fraud protection software flags any orders where the billing and shipping addresses do not match for our further review. All this means is that a Customer Service Representative will manually review your order before it ships. It will not cause any delay in your order processing. Occasionally orders paid with PayPal are flagged by our system, but this is also nothing to worry about. As soon as a Customer Service Representative recognizes the order was paid by PayPal, we will put your order in process and it will ship as normal.

My order status says "Payment Pending". What does that mean?

If there is any issue with your order that prevents payment from being completed, your order status will remain as Payment Pending until the issue is resolved. Some things that can prevent your payment from being completed are incorrectly keying the CCV number, entering a billing address that is different from what the bank has on file for you, and failing to log into PayPal and completing your payment through the PayPal system after submitting it on FireFold.com.

Payments

Do you accept international credit cards?

We are happy to ship internationally, but for security purposes, we are unable to accept credit cards tied to international billing addresses over the site. If you would like to process an order with an international credit card, please contact a Customer Service Representative at 704-979-7100 and we can provide you with instructions on how to proceed.

Do you accept checks, money orders, or COD?

No we do not. We accept credit cards through Authorize.net and PayPal. All orders must be paid in full before they ship.

Do you accept bank or prepaid gift cards?

We are not able to accept gift cards issued by credit card companies and banks due to our fraud processing system. We can only accept cards that are tied to actual billing addresses that can be verified.

What forms of payment do you accept?

We accept Visa, Mastercard, American Express, Discover, PayPal, and FireFold-issued e-gift certificates.

Do you charge sales tax?

We are required by law to charge sales tax on all orders shipped to North Carolina addresses. Tax is calculated on the shipping charges, as well as the products. We do not collect sales tax on orders shipped to any other states.