1 - Order Status, Changing, Backorders

Has my order shipped?

You will receive one or more tracking numbers on the confirmation e-mail we send you when your order is shipped. Or Click the "My Account" link at the top right-hand side of our site to check your orders.

Our goal is to process all orders within the same day or 1 business day. Orders are processed and shipped during regular business hours (Monday through Friday 10:00 AM - 4:00 PM PST, excluding holidays).

1. Standard: ground shipping in the continental US -- 3-6 business days after shipping

2. Expedited: 2-3 business days after shipping

3. Express: Contiguous U.S. 1-2 business days after shipping

For APO/FPO addresses, all orders will be shipped via our Standard Service only (Expedited and Express shipping methods are currently not available for APO/FPO addresses). Standard delivery time frames (as noted above) do not apply to APO/FPO shipments. The cost for shipping is based on your order, via (USPS Standard Service)

NOTE: Your order should arrive in no more than 10-15 business days, Continental US depending on the shipping method -- usually much sooner than that. However, orders outside of the Continental US, custom orders, may take longer -- overseas orders may even take up to 6-8 weeks, depending on the shipping method and if there are customs delays.

How do I change quantities or cancel an item in my order?

Contact customer service. Please note that once an order has begun processing or has shipped, the order is no longer editable. You may cancel an order at any time prior to processing at our center by calling (909-394-0033). Unfortunately, we are not able to cancel orders once they have been shipped.

How do I track my order?

Click the "My Account" link at the top lefthand side of our site to track your order. Once you login, there is a section to "Track your recent orders". Here is a link to some of the carriers we use:

UPS
Package tracking:www.ups.com/tracking/tracking.html; U.S. customer service: 1-800-PICK-UPS (1-800-742-5877), orcustomer.service@ups.com.

FedEx
Package tracking:www.fedex.com/us/tracking/ U.S. customer service: (800) GoFedEx or (800) 463-3339

USPS
Package tracking:http://www.usps.com/

My order never arrived.

Click the "My Account" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.

An item is missing from my shipment.

Click the "My Account" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.

My product is missing parts.

Click the "My Account" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.

When will my Backorder / Out of Stock order arrive?

Backordered items are those which our manufacturing is unable to predict when they will have more for us to stock. But as soon as they do, we will be able to stock and ship the item to all our backorder status customers in the order in which we received the backorders. If you would like an estimate, please contact customer service. We would be happy to give you an approximate timeframe.

2 - My Account, Damages, Returns

How do I create an account?
1) Click the "My Account" link at the top right side of our site.
2) Enter your email address.
3) Select "New Customers".

To become a wholesale customer, visit our section "Becoming a Wholesale Customer".

Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.

How do I edit my account information? Click the "My Account" link at the top right-hand side of our site to edit your account information.

How much is my shipping?
Shipping is automatically estimated before submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices. The shipping rate given is only an estimate. Due to the wide variety of items we sell, the shipping rate may not accurately estimate for oversized items. The shipping rate also does not automatically add the drop ship fee (if appropriate). We add that in our office after we review your order.

I forgot my password.
Click the "My Account" link at the top right-hand side of our site. Under the login box, you'll see a link that says "Forgot your password? Click here". That link will send an email to you with your password.

How do I return my product?
Returns and Exchanges: Returns and Exchanges: All sales are final; No consignment or guaranteed sales. If an exception is made by MW Inc., the return is subject to a 20% restocking fee. Other handling fees and shipping costs are not refundable. Item must be returned in original box with no shelf wear. No returns after 30 days.

I received the wrong product.
If you feel that you have received the wrong product, please contact customer service within 72 hours of receiving the product.

When will my order ship?
Please see each item page for more information on the availability of each item. You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of shipment.

3 - International Shipping, Payments, Returns

For International Shipments, why do you require Drop Ship Customers to submit their invoice to be enclosed in the box?

We have this policy for several reasons:

1) we are acting on behalf of you and want to fill out the customs paperwork to your value specifications
2) we ship packages for many different customers who have special requirements; having our customers provide the invoice as a default ensures we fulfill your requests; we need a single procedure for all customers
3) it is prudent to also put an address inside the box in case the exterior paperwork becomes detached or unreadable; this helps ensure delivery
4) we send the items by Priority Mail which are essentially not trackable; by enclosing an invoice, this minimizes the delays in delivery due to customs questions;

Yes, we are aware that the package will be accepted by the post office without a commercial document. But UPS and Fedex do not accept packages without them -- so we chose to standardize for all shipments this way. We deal in volume and we are taking every measure to make sure that your customer receives the package in as expedient a fashion as possible.

Do you ship to my country?
Please create an account by clicking the "My Account" link at the top right hand side of our site. During signup we'll ask for your shipping address details including country. If your country is not in the dropdown menu of available countries, unfortunately we cannot ship to your country at this time.

How do we select which countries we don't ship to?
From our experience shipping overseas, there have been issues in some countries due to fraud and poor mail handling. Also, our third party insurance company does not insure packages to these "difficult" countries. Here is a list of countries which we do not ship to. We recommend that you keep this list in mind as you receive orders from overseas as you too may have issues with your customers.

Restricted country list:

Afghanistan, Angola, Balkans, Belarus Bolivia, Burma, Congo, Democratic Republic of Congo, Republic of the Cote D'lvoire (Ivory Coast), Cuba, Iran, Iraq, Lebanon, Liberia, Nigeria, North Korea, Paraguay, Somalia, Sudan, Syria, Zimbabwe and there could be others as foreign political situations fluctuate

What are my payment choices?
During the checkout process you may choose any of our current payment options (Visa, Mastercard) and continue to place your order. Please note that we will not ship your order until we receive payment from you.

When will my order ship and what are my shipping charges?
International shipments require special preparation and paperwork. They typically ship 3 to 5 business days after receipt. Shipping is automatically estimated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their estimated prices. Due to the wide variety of restrictions for shipping to international destinations, the shopping cart estimates shipping but does not always take into account the number of boxes or size restriction per box. Therefore, shipping calculated by the shopping cart is only an estimate.

What is the return policy?
Returns and Exchanges: All sales are final; No consignment or guaranteed sales. If an exception is made by MW Inc, the return is subject to a 20% restocking fee. Other handling fees and shipping costs are not refundable. Item must be returned in original box with no shelf wear. No returns after 30 days.

Procedures for Damaged in Transit
When a customer receives a damaged item via FedEx or UPS please follow these steps:
1) Report damage within 7 days of receipt of the package.
2) Email a photo of the damage to sales@museumwholesale.com with a description of the damage. (We use this information to advise manufacturing of issues)
3) Does the customer want a replacement?
4) Advise the customer to hold on to the damaged item for 7 business days in its original packaging.
**DO NOT return the item to the warehouse until instructed.**

When a customer receives a damaged item via USPS Priority Mail International or Domestic Priority Mail please follow these steps:

1) Report damage within 7 days of receipt of the package.
2) Email a photo of the damage to sales@museumwholesale.com with a description of the damage.
**Photos must be provided for USPS claims**
3) USPS damage claim form must be signed by the customer. (request this form USPS-damage-form.pdf from customer service).
4) Does the customer want a replacement?
5) Advise the customer to hold on to the damaged item for 10 business days in its original packaging.
**DO NOT return the item to the warehouse unless instructed.**

4 - Pricing, Billing, Sales Tax

Does my company have to pay sales tax?

Our company is located in Rancho Cucamonga, California (San Bernardino County). Shipments to California destinations may incur sales tax according to the following rules:

Your transactions will not be charged sales tax if...
You have a valid California Resale Certificate on file with us.

Your transactions will be charged sales tax if...
You do not have a valid California Resale Certificate on file with us.

Drop Shipments...
The same rules apply as stated above. We are required by the Board of Equalization to collect sales tax if we are shipping to a California destination and we do not have a valid California Resale Certificate on file.

(A resale certificate for a state other than California does not qualify).

How will sales tax be calculated?

Our company is located in Rancho Cucamonga, California (San Bernardino County). The sales tax rate is 8.0% for shipments via common carrier to San Bernardino County. The sales tax rate is 7.5% for shipments via common carrier to destinations within California but outside of San Bernardino County.

For Drop Shipments...
Since January 1, 2001, the Board of Equalization has enforced Regulation 1706: Drop Shipments. In this regulation, a drop shipper is required to collect sales tax for shipments to California when a CA Resale Certificate is not on file. The calculation can be either based on the retail selling price or based on the wholesale price plus a 10% mark-up. We will use the wholesale price plus a 10% mark-up method for calculating sales tax.

For example, our wholesale customer in Arizona (who has a resale permit for Arizona) asks us to dropship a statue to Vermont. We would not charge sales tax because the shipment is being sent outside of California.

For example, the same wholesale customer in Arizona asks us to dropship a statue to Los Angeles. This customer has an Arizona resale permit but not a California resale permit. The wholesale price of the statue is $100. This is how we will calculate sales tax:

For a shipment to San Bernardino County:
$100 wholesale price + $10 (10% markup) x 8% = $8.80 CA Sales Tax

For a shipment in California but outside of San Bernardino County:
$100 wholesale price + $10 (10% markup) x 7.5% = $8.25 CA Sales Tax

To review the sales and use tax regulations for the State of California, please review Regulation 1706, Drop Shipments on the Board of Equalization website at: http://www.boe.ca.gov/formspubs/pub121/.

I have a question on my charges.
Click the "My Account" link at the top left hand side of our site to review your orders. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact our billing department for further assistance. Send an email to our help desk.

I need a copy of my receipt/invoice.
Click the "My Account" link at the top right hand side of our site to print invoices.

When will my credit appear on my account?
Credits usually take 5-8 business days from the time we receive your item(s).

When will my credit card be charged?
Your credit card will be charged within 24 hours prior to shipment of your item(s).