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MVSupply Online Store FAQ's (frequently asked questions)
"Application Timed Out" error message. During checkout, I entered my CC number and clicked the 'continue' button, but instead of completing my order, the screen went blank and listed this error message, HELP! Don't panic, your order probably went through fine. Completing an online credit card transaction is VERY complicated: First, our online store software requests authorization from our CC authorization service, Authorize.Net. Authorize.net contacts your credit card issuing bank for credit availability, security validation and address verification. Once Authorize.net receives approval for the charge from your bank, they process an authorization code and submit it back to our Online Store. Our Online Store software then generates email reciepts for the order. Most of the time all this takes place within a split second or two, but every now and then, one link in the authorization process slows down, and when it does, our Online software generates the "Application Times out" error message. If this happens to you, do NOT click your browser's back button and do NOT attempt to place the order again. Instead, please simply check your email for your receipt or contact us to check if the order went through.
Some product descriptions end with "(SO)", what does that mean? SO stands for Special Order, which means we do not stock that product. When you purchase a Special Order product, we order it for you. Usually, special orders add an additional 10 to 20 business days to the delivery time. You also may see "BO" or (Backordered) after the product description. "BO" means the product is "backordered", which means we usually stock the item, but we are currently out and are awaiting our order from the manufacturer. Once we receive our order we'll ship your order promptly. If delivery of a special order or backordered product is time sensitive, call or email before purchasing and we'll give you a delivery date estimate. Special order products are also non-returnable, for details, visit return policy.
How do I add items to an order I placed at your online store? Your credit card is authorized and billed when you checkout. Once an online order is submitted, it cannot be modified. Please review your order carefully, including your address information and delivery method, before submitting your online order. If you have a question, please ask before placing your online order.
What's the big deal about clicking the browser back button during checkout? Well, just clicking the back button is not really the problem. After you enter your credit card info, if you click the "Continue" button, your credit card is authorized and billed, and your online order is placed (assuming the credit card transaction is authorized). The problem is, if you then click the browser back button and click the "Continue" button again, a second order may be entered. Occasionally, we get 2 identical orders placed within just a few seconds or minutes of each other. We realize that sometimes, people intentionally place identical orders, but usually we end up hearing that they intended to place only one order. When this happens, we will notify you via email, and ask if you intended to place two orders or one. If we do not receive a reply, both orders will ship.
Why was I charged for shipping, I thought shipping was free? We do offer Standard Ground Shipping on online orders over $100 which is free (lower 48 only), but you must select "Standard Ground" shipping during checkout (selection window is on the same page as credit card type). We also offer PRIORITY Ground, UPS Next Day Air and UPS 2nd Day Air shipping. If you unintentionally checked out with the wrong type of shipping, NOTIFY US IMMEDIATELY! (MVSupply contact info) Once your order is processed, shipping charges are non-refundable. For shipping details, click here.
The Online Store listed the item as "in-stock", but just as soon as I put it into my shopping basket, the message changed to "Sorry, Out-of-Stock"... Is it in-stock or not? Our online inventory system is live. If we have (10) of some item in-stock and you put all (10) into your shopping basket, you can checkout and purchase those items, but there are none left for anybody else to purchase. On a low stock item, if the Online Store allows you to put it into your shopping basket then we are reserving that item JUST FOR YOU! If you see the Out-of-Stock message on an item after you put it into your shopping basket, that means there are no more available for other purchases. This live inventory system is great, but it does have drawbacks, the main one being the situation when customers do not empty their shopping basket after they decide not to place an order. The items left in their shopping basket are unavailable to other customers until the system automatically deletes expired baskets (usually within 12 to 24 hours). We encourage you to browse our online Store and shop, but PLEASE, if you decide not to place an order, please remove the items from your shopping basket before leaving the MVSupply Online Store.