The Help Center is designed to help you use our online store and learn a little more about J. Racenstein Co . You can browse the topics below for answers to some commonly asked questions and view our policies online.
To check the status of an order, login to your account and from the "My Account" page, select the "Check Your Order Status" link. Either press "Submit" to retrieve all orders, or use the bottom section of the page to select orders by time frame.
For specific time frame requests, select the display type from the drop-down list. All the orders you have placed with us are listed. Click on the order number whose status you want to check. The order details are displayed along with the tracking numbers for the shipments made.
Once your order has shipped, you can track it by logging on to your account. Remember, we can only track your order after it has been shipped. If you would like to find out the status of an order before it has shipped, please call us at 1 (800) 221-3748.
When you receive your order, please follow these guidelines:
Upon receipt of your new merchandise, please inspect it carefully as to contents and condition. All claims for damaged or missing items MUST be reported to [Company Name] within two (2) business days of receipt of merchandise. In the event your package arrives damaged, it is the responsibility of the customer to contact the carrier to inspect the package to assure full refund/replacement. All packaging MUST be retained until the problem has been resolved.
Carefully unpack and inspect all merchandise. Please DO NOT damage the manufacturer's packaging. DO NOT fill out the manufacturer's warranty cards until you are absolutely sure you want to keep your merchandise. We cannot accept merchandise for return with completed warranty cards of damaged or missing collateral material. Do not throw away any of the packaging materials such as boxes, instructions, inserts, bags, etc until you are completely sure you want to keep the equipment.
Keep your Invoice with your important records.
Any items that are unavailable will be placed on back order/cancelled. We recommend waiting to order items that are not currently in stock until your next order. Use the notify me feature on the product page to receive an email when the item is back in stock.
If you do order an item out of stock and it is not cancelled, it will be placed on back order.
Back ordered items will be charged a discounted shipping fee.
- Exceptions may include but are not limited to: Full cases of chems, 5 gal pails, large poles, heavy machines, large systems, large bulk resin bags, etc, these items will be charged the full shipping price.
Once we receive the backordered item(s), we will ship them as soon as possible, typically via FedEx Ground Economy. If you'd like a faster shipping method, contact us, and the price of your shipping will adjust accordingly.
Split shipments will also be charged the same discounted shipping rate.
Registered users may log in and view order history and track orders.
Guest users and Registered Users will also receive an Email with the shipping information included.
If there is an issue or the email was accidently deleted, Please feel free to give us a call at J Racenstein and we will track your order for you.
We do ship internationally, the website accomodates the countries that we ship to all online orders are directed for shipment internationally via FedEx Cross Border shipment handling with all duties and shipment costs clearly indicated.
Learn more about international shipments Here
We deliver to United States Adresses with severl shipment methods,
The website handled International orders for shipment to hundereds of countries during checkout you can review the shipment and duty costs as FedEx via its Cross Border services will handle the customer, duty and shipment costs and you can review thses costs prior to placing an order online.
Learn more about international shipments Here
FedEx Ground - Shipping depends on location plus 1 business day processing time
FedEx Express Saver - Takes 3 Days plus 1 business day processing time
FedEx 2 Day - Takes 2 Days plus 1 business day processing time
FedEx Priority Overnight - Takes 1 Day (AM shipping) plus 1 business day processing time
FedEx Standard Overnight - Takes 1 Day (PM shipping) plus 1 business day processing time
Although our website is one of the best in the industry, our main strength is a dedicated team of professionals who are here to serve your needs. Our team is a mix of window cleaners (for expert advice), warehouse men and women who keep our warehouses organized and ship your orders, customer service people who talk you through every detail of your order, and purchasing specialists who make sure we never run out of the things you need to succeed. We supply thousands of window cleaners across America with the tools of their trade and have been doing since 1909.
Feel free to browse the J Racenstein website. You can choose to shop by Brand, Category, Price Ranges or by Reviews. There are many ways to shop and find what you are looking for. If you prefer to use the Search box on the top and the bottom of your Browser window, you can find what you are looking for too.
As you find items that interest you, simply add the items you wish to purchase in your Shopping Cart. You may edit, remove or add items to your cart at any time.
When you are done shopping and browsing our products, all you need to do is access your Shopping Cart and checkout with the items you currently have in your cart. With the items in your shopping cart you can begin the checkout process and choose from an existing account, a Guest Checkout or to register as a new customer where you will be able to select your payment method and shipping preferences.
Should you run into any difficulties along the way and you would like to place an order over the phone call 1 (800) 221-3748
Local Sales tax applies to residents of CA, IL, IN, KY, NC, NJ, OK, WI. If you wish to use tax exempt status, please fax or email your tax certificate to us and we will update your account to represent your exempt status.
All freight charges are to be paid by the customer. FedEx is our preferred carrier for domestic and international shipments of packages under 150 lbs.
OLD DOMINION FREIGHT LINE is our preferred carrier for oversized or overweight shipments.
FED-EX AIR or OTHER CARRIERS may be substituted at your request. - There is a $15 surcharge for shipments via FED-EX GROUND and are scheduled to pick up on the Next Business Day
If you've forgotten your password, go to the "My Account" page, and the Settings section.
Click the link for Forgotten Password, then enter your email address. Your password will be sent to you via email shortly thereafter. Note: It normally takes 1-3 minutes for the password to arrive to your inbox. If you do not have it after such time, please check your SPAM box to ensure it did not get flagged as spam.
If you prefer not to register, you can opt to check out as a Guest. Guest check out means you will not be able to access your account online. We will email you with status updates and tracking information, but you will not be able to check details, nor will you be able to access previous orders with us on the website.
If you would like information regarding a guest purchase, or would like to return a guest purchase, you must contact customer service via live chat or phone 1 (800) 221-3748.
Guest checkout purchases do not count towards our rewards/loyalty program.
Creating an account is a great way to stay on top of what’s going on at [Company Name] and to make your shopping experience even better:
We'll let you know about new products and special offers
Manage your email subscription
Easier online shopping - speed your way through checkout
Keep an online list of your favorite products
Look up past purchases and reorder with ease
Create an address book with your "ship-to" addresses (great for gift-giving!)
Track your orders and shipments with a few easy clicks
Save your shopping bag between visits
If you also sign up for our rewards/loyalty program you will receive discounts towards future purchases every time you shop.
J Racenstein accepts:
To use a Store Credit for a purchase, it must be manually entered by one of our Customer Service Representatives.
Please contact Customer Service at 1 (800) 221-3748 during our business hours and ask for assistance in placing your order.
If it is not convenient for you to call, as an alternative method, you may place an order on the website and put a note asking to use your store credit in the "Special Instructions for My Order" box near the bottom of the check out page. Please note that the Store Credit will NOT be reflected in your checkout at the time. The credit will not appear until it has been manually entered after we receive your order.
At this time we are unable to apply a store credit to a PayPal purchase.
The item(s) must be returned within 30 days of purchase referencing your Sales Order (SO) /Invoice (SI) number or include a copy of the packing list/Invoice with the product.
Item and packaging must be in NEW condition.
Returns for direct refund are subject to a 15% restocking fee or can be refunded for up to 100% as store credit.
Custom configured orders and Drop Shipment orders are subject to a 15% restocking fee.
Note: perishable items rubbers, sleeves, mops, sponges, etc may be non-refundable if not in as new condition.
To return a product based upon J Racenstein replacement/return guarantee, you must obtain a Return Merchandise Authorization ("RMA") number within the guarantee return period for the product (described above). Please contact us by telephone to receive an RMA number. J Racenstein will not accept returns without prior authorization and a RMA number. Once issued, RMA numbers are valid for 10 days within which return products must be received by J Racenstein. RMA numbers will not be extended or reissued. Customer should prominently display the RMA number(s) on the shipping label of boxes containing the returned product.
Customer is solely responsible for shipping any returned product to J Racenstein. Customer agrees to use only reputable carriers capable of providing proof of delivery and insurance for the entire value of the shipment. Customer agrees to bear all shipping charges and all risk of loss for the return product during shipment. Customer agrees that all returned products will be 100% complete, in re-saleable condition, and will include the original packaging material, manuals, blank warranty cards, and other accessories provided by the manufacturer. If any component of the returned product is missing, J Racenstein Return Procedure will be breached and J Racenstein may reject the entire return or may choose to impose additional charges against the customer for replacement of the missing component.
J Racenstein will not refund to customer the original shipping charges. In addition, J Racenstein may assess a 15% restocking fee against the customer's account on applicable returns for refund.
Perishable items such as towels, mops, sleeves, rubbers, etc are only returnable if unused.
If a product of this nature is returned in a used condition, your return may be denied.
Personal Protective Equipment - PPE - is not returnable.
J Racenstein is committed to protecting your privacy. That's because we base our business on the trust you place in us. The information we collect from you, the customer, is gathered to ensure secure ordering and to provide a more personalized shopping experience. You can help us ensure your privacy by not sharing your Account user name or password with anyone. See below for detailed information about how we protect your personal information. If you have any concerns, comments or complaints, be sure to let us know.
How much information must you share?
The amount of information we collect depends on you. We collect information needed for secure ordering and customizing your experience. See below to find out what information is required for what task.
Browse online
IP address - We use IP addresses to measure our site traffic and to help provide a relevant shopping experience. Your IP address is not linked to your customer information.
Referral site - If you come to our site via a link, the location of the referral is captured. This is used to help us know where our users come from.
Browser type - This information is captured to help us optimize our site to match the latest technology used by our customers.
Movements through our site - We keep track of pages you visit to help us provide a more personalized and relevant shopping experience.
Account creation
Username, password, email address, and contact information.
Purchase product online from [Company website]
Payment information, although credit card and PO numbers may be phoned in as an alternative.
Is your information used for any other purpose?
We require only the personal information which is needed for safely processing your online order and for contacting you about your transactions. It is used exclusively for that purpose. If you become an J Racenstein customer, you may receive mailings from your account information and your account information may be analyzed as part of our standard business practices. Once we implement our mailing system, you will be given the option to receive or refuse these such mailings.
Will your information be given to any other party?
Your personal information is not shared with any other party.
What about e-mail?
When you purchase online from J Racenstein we will contact you by e-mail to confirm your order and to update you on the status of your order. We send occasional emails with new offers and promotions, which you can choose to not receive. Upon checkout we may send your email to third party companies to improve the customer experience.
Customer satisfaction
J Racenstein is committed to providing all customers with a friendly and unique experience. In order to measure how well we are doing and to better understand how we can continually improve our product offerings and our ability to meet your unique requirements, we may from from time-to-time contact you by phone or e-mail and solicit your participation in research. Your participation is voluntary and you may request to remove yourself from future efforts of this kind.
How do we protect your information?
We employ powerful 128-bit encryption technology and Secure Socket Layers (SSL) in all areas where your personal identity is required. For your protection, J Racenstein is certified by InstantSSL. This is your assurance our site is authentic and that we're employing SSL security. You can check this security protection setting within your browser. To view our InstantSSL certificate, click on the image of the closed lock or the solid key at the bottom of your browser. Our site security information will appear. For more information, contact your browser's publisher. Your account information and order history are kept behind our firewall on our servers. All transaction information is processed under encrypted channels, although you always have the option to choose unencrypted processing. To be sure you have the most protection available, be sure to download the latest version of today's most popular browsers, Microsoft Internet Explorer and Netscape Communicator. In addition, access to your personal information is restricted within our company to provide maximum security.
Who can see your account information?
Only authorized programming personnel at J Racenstein are permitted to see your password. If you forget your password, you can receive a reminder via e-mail or you can create a new one. Only authorized sales, customer service and accounting personnel are permitted access to your account information. Employees who violate our privacy pledge will be subject to our normal disciplinary process. Whenever we hire other organizations to provide support services, we will require them to conform to our privacy pledge and to allow us to audit them for compliance.
What if you change how you use my information?
If we change how we use your personal information, we will notify you by prominently posting notice of the change to this page.
How do you create a User Account?
If you've already conducted business with J Racenstein (our Brick & Mortar shops) in the past and would like to begin purchasing online, you'll need to contact us and provide us with your E-mail Address. You can then go to our Account Login page and use the "Forgot your password" section to have your randomly generated password emailed to you. Once you receive your password, you may change your password at any time by going to your Account profile.
What about cookies?
For your privacy, our software and services do not need the use of cookies at this time. If this happens to change for future projects, we will notify you of the change on this page.
How do you give us feedback?
Simply click here to send us feedback via email.
How do you correct inaccurate information?
You can update your basic account information at any time. To correct any other account information, please contact us by telephone or by email. We will attempt to keep customer information complete, up to date, and accurate. We will tell our customers how and where to conveniently access their account information (except when we are prohibited to do so by law) and how to notify us about errors which we will promptly correct.
J Racenstein accepts:
At J Racenstein, we take your credit card security very seriously. We make every effort to make sure your credit card details remain secure, and no one will be able to alter your credit card information without your knowledge.
For this reason, you cannot edit the name on a credit card, nor can you edit the card type. The account number of the card will always be encrypted values for your security.
If your credit card number changes for any reason (for example, your bank issues you a new card), this is an treated as a new card, and should be entered as a new card. You can enter a new card when you check out.
If you need to change the expiration date on a credit card, you can do it in two ways:
Edit your Card Without Making a Purchase:
Click on”My Account” (located at the top/bottom on the home page)
Log in to your account
Click on "Update Existing Cards" on the left hand side of the page
Click on the "Options" icon on the far right for the credit card you wish to edit
Change the expiration date using the drop down
Edit Your Card While Making a Purchase:
Click on "Checkout"
Click on "Pay with Credit Card"
Click "I want to Pay with existing Credit Card"
Click on the "EDIT" icon to the right
Change the expiration date
If you would like to enter a new credit card, you will click on "I want to use a new card", in the check out. This is so your new credit card information can only be entered in a secure https environment.
The $1.01 and $1.00 charges are “Pending” and are performed by the CC processor to check to make sure the card is valid.
If you have more questions, send us a message and we will answer you as soon as possible.
Subtotal doesn't include shipping or tax. Eligible promotions or discounts will be calculated during checkout. Happy shopping!
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