FAQ


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

What is the minimum order amount?
What forms of payment do you accept?
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 open or download our Certificate of Liability Insurance

Click here to open or 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 15,000 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: What is the minimum order amount?

A: The minimum order requirement is $24 USD.
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Q: What forms of payment do you accept?

A: We accept US-based Visa, MasterCard, Discover Card, or American Express credit cards for any US or Canadian orders. We also accept money orders and bank transfers.  For international orders, payment via direct bank transfer is required.
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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 UPS in the continental United States. Please note that UPS does not deliver to P.O. Boxes.  For shipping to Alaska and Hawaii, please follow the international shipping guidelines described below.
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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:

For Canadian orders, all forms of payment described above are accepted. For all other international orders, payment via bank transfer is required in full prior to any goods being shipped.

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 epsecially 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.  We work with various shipping companies for international shipping.  When you put your order through, we'll send a quote request out to those companies to give us pricing based on the size and weight of the case(s) being shipped and your specific location.  Once we determine the least expensive option, we'll contact you (typically via email) to let you know what the cost of shipping would be and get your approval. We won't charge you or finalize the order until we receive your confirmation.  Please note that a couple of the third-party order fulfilment facilities we employ are not set up to ship internationally, so any goods coming from those locations will 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.

Please also note that taxes, duties, and customs fees are not always included in the international shipping quotes we receive. You are responsible for any additional taxes or fees charged by your government upon receipt.
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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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