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FAQs: Ordering & Pricing During COVID-19 Crisis

COVID-19 items, as mentioned in the following FAQs, include disinfectants, gloves, face masks, and other sanitation and personal protection products.

Can I place an order, and will it deliver?

Our product, purchasing, shipping, and receiving teams are monitoring supply daily and working with our vendors to continue the flow of products remain to support your needs.

Please note that sanitation and personal protective equipment supplies have been significantly impacted, and in some cases, we’re unable to provide a fulfillment date. As individual states mandate the temporary closing of non-essential businesses, some of our product fulfillment may slow down or halt until business resumes as normal. We’ll notify you if we expect prolonged delays.

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What is the status of my order delivery?

If you placed an order on our website, the status of the order can be found under “My Account.” Fulfillment statuses are updated each night and will be represented each morning.

“Pending” means that the order is still in process and will remain until all backorders are filled on your order.

“Shipped” means that your order has been fulfilled and shipped from our warehouse in Virginia.

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Why did I only get a few items and not the entire order?

Products are shipped out of our warehouse as stock is made available. If you ordered a COVID-19 item prior to April 9, product fulfillment may slow or halt due to supply and demand. We will do our best to ensure you receive the products you ordered as we receive them into our warehouse.

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What is happening with the order I placed? Why is it on backorder?

SUBSTITUTIONS: If you placed an order in the last 30 days or more for a COVID-19 item and we have a substitution, we’ll be reaching out to you over the next week with products that are readily available for us to provide to you. Please check your email.

CANCELLATIONS: Due to the incredible strain on raw goods and materials for many COVID-19 items, we are unable to provide an in-stock date on some products. We are cancelling those orders. You will receive a cancellation notice and full refund. Please note your bank may take up to 10 days to provide you with the credit.

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If the item is out of stock, why can I order it?

If you placed an order for a COVID-19 item prior to April 9, it might have gone into backorder status while we awaited supply. The supply of these items and fulfillment to our facility has been inconsistent.

We have changed our website settings so that you are not able to order those out of stock items at this time. Our apologies on the impact this has had on you. Thank you for your patience as we make modifications to our operations to better serve you.

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How do I cancel my order?

We understand that life is moving quickly right now. If your product has not shipped, you may send an order cancellation request to info@universalcompanies.com and reference the order number and items you want to cancel. We will send a confirmation email to validate if the request can be honored.

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How long will it take my credit card to be refunded?

We will cancel the order and issue the credit right away. However, bank policies regarding refunds vary. You can expect a refund on a cancelled or returned order to take up to 10 business days from the time we process it.

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Can I change my shipping address?

You can update your online account with additional shipping addresses by logging into your account and adding an additional shipping address to your accounts under the “My Account” menu.

If you would like to change the address you have on a current order prior to shipping that order to you, please contact us at 800-558-5571. You can also text to chat at 276-226-2765 or email is at info@universalcompanies.com.

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Can I still make returns?

You may return any product* in new condition and appropriate for resale within 45 days of purchase for a refund.

After 45 days, you may 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, drop-shipped items, and equipment without a return authorization approval from our Customer Service Department.

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What is Universal Companies doing about price gouging?

Universal Companies has served as an important source of quality products and services for our customers for over 38 years. During that time, we have been diligent in offering reasonable prices, never attempting to unreasonably profit from increased demand or decreased supply caused by emergencies or disasters.

In the case of the COVID-19 crisis, we have not increased prices for the purpose of increasing profits. Our supply chain has, however, been disrupted with a number of our vendors having to temporarily close their doors due to business disruption and government mandates. This has forced us to seek alternative sources for some of the essential items currently in high demand. Through this process we are encountering increased costs. When this happens, we do our best to minimize selling price increases for our customers. Should you see price increases during this time, please understand that the increases are due to our increased cost for product procurement, not price gouging.

Universal Companies remains committed to ensuring our customers are able to find essential items at reasonable prices and that important government regulations and guidelines are followed.

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