Frequently Asked Questions
How do I figure out shipping charges?
We look for the best, least expensive method of getting our products to you in a timely manner. If you have special shipping requirements, next day delivery for instance, we are happy to oblige. Just let us know. Most items (total order weight 150 lbs or less) ship UPS or Fedex ground. Other items will be routed as truck shipments or oversized UPS, see below. The estimated shipping charge is based on the weight of the shipment. In most shipments the estimated shipping cost is correct. However, if the size of the shipment/carton is considered "oversize" by UPS or Fedex, additional shipping costs will be incurred and are not included in the estimated shipping cost total. Customer service will call to advise of additional freight charges.
Oversized items may still be able to ship via UPS but will ship at the UPS 35 lb. rate. UPS rates for oversized items are determined by package size, rather than weight (dimensional weight rate) and are higher than rates for smaller parcels. Oversized items can ship up to a 150 pound rate. If you need specific shipping charges please check with customer service.
Orders which exceed 150 pounds, will ship by truck. Minimum truck cost is $85.00. Truck shipments that are residential will be charged an additional $50.00 plus freight. Please note that truck shipments to New York City, Washington D.C. and Rhode Island may be charged an additional $50.00 plus freight. Please consult customer service for exact shipping charges.
How do I return a product?
You can return any merchandise, with a few exceptions, within 90 days from the time you receive it for full credit or refund. Merchandise must be returned in resaleable condition. Custom manufactured or printed items, unless defective, cannot be returned. All we ask is that you call or email our customer service department for a return authorization (R.A.) number and instructions so that we may credit your account properly. You can help us expedite your claim by taking the following steps:
1. When your order arrives inspect it carefully for damage before signing.
2. If contents are damaged, do not discard the carton. Call, or email customer service for proper claim instructions.
There are occasions when restocking charges are applicable. There may also be a charge for post production cancellation of custom made items. Call 1.800.322.7775 for more details.
We offer Gift Certificates in multiple denominations.
Method of Payment
With the exception of recognized institutions and established accounts, terms are cash with order, including shipping charges.You can prepay with a check, or we will accept VISA, Mastercard, AmericanExpress, Diners Club and Discover Card. All items are shipped FOB Holyoke, MA or FOB Factory unless otherwise agreed upon. On credit sales, terms are net 30 from invoice date. Actual shipping charges will be added to your invoice unless other arrangements are agreed upon in advance. Inside delivery charges are added to invoice when so specified.
Massachusetts residents should add 6.25% sales tax, and Indiana residents add 7% or furnish a tax exempt certificate before orders are placed. Tax exempt institutions must provide certificate of such.
Our Guarantee to You
If you're not completely satisfied with any part of your order or the service you receive, please email us or call (within 30 days of receipt) our toll free number 1.800.322.7775. After all, our growth and success over the past 40 years is a result of listening and responding to your needs.
Our Physical Address
University Products Inc., P.O. Box 101, 517 Main St., Holyoke, MA. 01041
Phone: 1.800.322.7775, Fax: 1.800.298.7815
Questions and Comments
If you are not ready to place an order, but have questions, need additional information, or would just like to comment on our products or services please email or call our Customer Service Department at 1.800.322.7775. We are always listening!
What if I can't find a product?
If you are unable to find a product on our website or have a need for a specific product that we may not carry, please feel free to give us your input. We are always willing to accommodate our customers in the best way possible.