Frequently Asked Questions

ORDER PROCESS

How do I register or sign in?
How do I place an order?
When I try to check out I am asked to log in. Why?
I tried to check out and the item in my shopping cart disappeared. What happened?
The item I want is out of stock. What do I do now?
Can I change or cancel my order once it is placed?
Can I enter multiple promotion codes?
What is the cutoff time for order fulfillment?
Can international orders be placed online?
Do you offer financing terms?
How do I know if I need to pay sales tax?

PAYMENT INFORMATION

Is it safe to enter my credit card information online?
What forms of payment are accepted online?
Do you accept international credit cards?
When will my card be charged for items I order?
When I try to place my order, I get an error message stating that there has been an authorization failure. What went wrong?
Do you I have the option to store or not store my credit card information?
If I store my credit card information, will I be asked to enter the CVC code again?
Why was there a $1 transaction on my credit card?
Why am I seeing multiple charges for the same transaction on my card?
How long will you save my credit card information?

SHIPPING INFORMATION

Do you ship internationally?
Do you ship to P.O. or A.P.O. boxes?
What are lead times?
What does DS mean on my packing slip? (I did not actually receive this item.)

RETURNS & EXCHANGES

What is your return policy?
How long will it take to get my refund?
What if my shipment is damaged?
Something's missing from my order. What should I do?
The equipment I ordered isn't working. Who do I call?
How do I return something I ordered to Universal Companies?
How do I exchange something I purchased from Universal Companies?

ACCOUNT MANAGEMENT

What are the different user roles in account management and what permissions are assigned to each?

INFORMATION & REVIEWS

I saw an item on the website, and now it has disappeared. Where did it go?
I can't find the item I am looking for. How do I search for it?
How do I rate and review a product?
Do you have a catalog?
Where do I find technical and instruction manuals for equipment?

ORDER PROCESS

How do I register or sign in?
If you are new to the site you can register for ordering using the "Register" link in the upper right corner of each page. To sign in, click the "Log In" button in the upper right corner of each page.

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How do I place an order?
To order professional products from Universal Companies you must first register on the site using the "Register" link located in the upper right corner of each page. If have already registered you can use the "Log In" button in the upper right corner of each page. Once you have logged in you will be able to add items to your shopping cart.

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When I try to check out I am asked to log in. Why?
You must register with unversalcompanies.com and complete our professional verification process prior to being able to purchase from our website.

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I tried to check out and the item in my shopping cart disappeared. What happened?
Items will remain in your shopping cart for 7 days; after that time the items will disappear if not ordered. Our site provides current/live inventory levels, so if you just placed an item in your cart and it is no longer there, it means the item has no expected arrival date.

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The item I want is out of stock. What do I do now?
Universal Companies strives to have every item in stock. However, if an item you desire is out of stock, a display message will inform you that it is backordered and show you the estimated ship date for that item. You may still add the item to your cart and you will not be charged for it until it ships to you.

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Can I change or cancel my order once it is placed?
Once an order is placed it cannot be cancelled or changed; the order will ship as originally placed. Once received, the order can be returned and a credit, less shipping charges, will be issued.

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Can I enter multiple promotion codes?
Yes, you can, but each code must be entered individually. Entering the code, click apply, and then repeat the process for each code you are redeeming. (Note: Some codes are limited to call-in orders only.)

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What is the cutoff time for order fulfillment?
Most orders received by 2 p.m. EST will ship the same day. However, this is not a guarantee that an order will ship same day; fulfillment depends on order volume in our warehouse on any given day.

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Can international orders be placed online?
Orders placed on the website can only be shipped to customers in the continental United States. For questions regarding international orders, please contact Universal Companies at 800.558.5571.

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Do you offer financing terms?
For questions regarding financing, please call Universal Companies at 1-800-558-5571

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How do I know if I need to pay sales tax?
Sales tax will be added to orders delivered to select states. Currently, we are required to collect applicable sales tax in the following states: AL, AZ, CA, CO, CT, FL, IL, MD, MI, MS, NV, NY, NC, OH, PA, TN, TX, UT, and VA.

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PAYMENT INFORMATION

Is it safe to enter my credit card information online?
When you enter your credit card information you are entering it directly into the credit card processor's secure website. Universal Companies neither stores nor passes your data to the credit card company.

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What forms of payment are accepted online?
We accept payment by Visa®, MasterCard®, American Express®, and Discover®.

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Do you accept international credit cards?
Yes, if they are Visa, MasterCard, American Express, or Discover cards.

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When will my card be charged for items I order?
We will authorize a charge to your account for the full amount of your order, less any backordered items, as soon as you place your order. Your card will be charged at 9 p.m. EST items for shipped items and shipping charges on your entire order, including backordered items. Your card will be charged for backordered items, less shipping, when those items are shipped.

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When I try to place my order, I get an error message stating that there has been an authorization failure. What went wrong?
This message means your card has been declined. If you receive such a notice, please contact your issuing bank for further information.

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Do you I have the option to store or not store my credit card information?
You can store your credit card information; if you do not store it, you will have to re-enter it each time you place an order with us. Any credit card information you choose to stored is kept on the credit card processor's secure website, not on Universal Companies' website.

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If I store my credit card information, will I be asked to enter the CVC code again?
If you choose to store your card information on the system you will not need to enter the CVC code again.

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Why was there a $1 transaction on my credit card?
If an item is on backorder your card will be authorized for $1 just to confirm that the card is in good standing.

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Why am I seeing multiple charges for the same transaction on my card?
If could be a typographical error in the order and the charge should clear out within 2-3 business days.

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How long will you save my credit card information?
If you haven't used the card in 6 months it will be removed from the credit card processor's database.

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SHIPPING INFORMATION

Do you ship internationally?
For international shipping and ordering, call Universal Companies at 800.558.5581. Web orders can ship only to the Continental United States, Alaska and Hawaii. he

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Do you ship to P.O. or A.P.O. boxes?
We only ship to physical street address.

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What are lead times?
A lead time is the shortest to longest date that a manufacturer will need to make/ship an item to a customer.

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What does DS mean on my packing slip? (I did not actually receive this item.)
DS stands for a Drop Ship item. This means that an item will ship directly from the manufacturer and may take a longer period of time to reach a customer, depending on the lead time.

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RETURNS & EXCHANGES

What is your return policy?
-Return any product* in new condition and appropriate for resale within 45 days of purchase for a prompt, courteous refund.
-After 45 days, return any product* in new condition and appropriate for resale for a refund, less a 20% restocking fee.
-Items returned to Universal Companies after 90 days will not be accepted for return or returned to you.

*EXCEPTIONS: copyrighted materials, HAZMAT items, custom orders, screens, drop shipped items, and equipment without a return authorization approval from our Customer Service Department

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How long will it take to get my refund?
Please allow 14 days for credit to be processed and issued once returned item are received. Funds will be deposited into your account within your credit card company's policy guidelines.

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What if my shipment is damaged?
Please thoroughly inspect shipments, noting damage to cartons on the freight bill. Universal Companies will not be responsible for damage unless noted at the time of delivery. Please keep all packing materials until items have been fully inspected. Contact Customer Service at 1.800.558.5571 within 72 hours to report damage.

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Something's missing from my order. What should I do?
Items missing from your order must be reported missing within 72 hours of receipt for replacement.

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The equipment I ordered isn't working. Who do I call?
For non-functioning equipment, contact Customer Service at 1-800-558-5571 within 72 hours or receipt of your order.

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How do I return something I ordered to Universal Companies?
Here are 4 easy steps to returning your product:

  1. Inspect your return: Make sure that all items are un-opened and in the original packaging. All pieces, parts, printed materials, and accessories must be included for the return. If your return has been opened or is not in the original packaging contact customer service at 800-558-5571.
  2. Include a copy of your invoice or picking ticket in the return. This expedites the return process. If you do not have a copy of your invoice or picking ticket contact customer service at 800-558-5571.
  3. Package your return to ensure no damage upon return shipment. If items are received damaged there will be no credit issued.
  4. Returns should be addressed to:
    Universal Companies
    18260 Oak Park Dr.
    Abingdon, VA 24210
    Attn: Returns Department
    NOTE: Return shipping charges are the responsibility of the customer.

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How do I exchange something I purchased from Universal Companies?
Fill out the Exchange Form on the back of the packing slip that came with your order. Then simply follow the return packing and shipping guidelines above, including the Exchange Form with your return.

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INFORMATION & REVIEWS

I saw an item on the website, and now it has disappeared. Where did it go?
If the item has disappeared, then it has either been discontinued or it is out of stock and we do not have an estimated date for new stock arrival.

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I can't find the item I am looking for. How do I search for it?
If you know the item number, the quickest way to locate it is with the free form text box located in the upper right side of each web page.

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How do I rate and review a product?
You must first be logged into your account to be able to leave a product review. Then navigate to the product page and locate the section of tabs under the product information and "Product Options & Purchase." Click on the "Reviews" tab to rate and review the product. For more information about our review process, please see our Terms and Conditions of Use.

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Do you have a catalog?
Yes, and you can request a copy of our catalog by using the link at the bottom of every page or you can view a digital version of the catalog by using the "View Online Catalogs" link at the bottom of every page.

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Where do I find technical and instruction manuals for equipment?
Equipment manuals can be downloaded on our website. Just type the product name or number into the search bar to go to the product page. Click on the product to go to a page with more details, then scroll down to the “Overview” tab. Click “Documents” and choose the manual you need. It should download automatically.

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ACCOUNT MANAGEMENT

What are the different user roles in account management and what permissions are assigned to each?
The online account Administrator will have permission to shop, approve orders, setup and manage preferred lists, and add and manage additional accounts, users, and permissions. Additionally, the Administrator can assign the following roles to users on your online account:

  • The Approver has permission to shop, approve orders, setup and manage preferred lists, and view account information.
  • The Shopper has permission to shop and view account information.
  • The Reviewer has permission to view account information.The Reviewer has permission to view account information.

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Need Help?

For Outstanding Sales Support and Customer Service
Contact us at 800-558-5571 or

Monday-Friday: 8:00am - 9:00pm EST
Saturday: 9:30am - 5:00pm EST

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