Frequently Asked Questions
- How Do I Contact Customer Service?
- What are your hours of operation?
- What payment types do you accept?
- I placed an order through your web site. Can I modify or cancel my order before it actually ships?
- I just placed an order, has my item been shipped?
- You sent me a UPS shipping notification and tracking/confirmation number but the USPS website online tracking system states that my item has not been shipped.
- I received an email from Dixie Products stating that my credit card was declined. Will my order be cancelled?
- Can I place my order over the phone?
- Can I Fax my order?
- What kind of discount is available if I order more than one item at one time?
- What delivery company does Dixie Products use?
- Can I pay extra for Express Delivery?
- How long after my order is placed until I receive my shipment?
- Can I pick my order up at your shop if I live nearby?
- Do you sell international?
- I need a part but don't know what it is, can you help?
How Do I Contact Customer Service?
The best way to get a quick response is to send us an email from our Contacts Page or call us at (800) 820-1350.
What are your hours of operation?
Our normal hours of operation:
Monday through Friday 8am to 5pm EST
Our hours are subject to change depending on the season.
E-Mails are regularly checked 24 hours a day - 7 days a week.
Mailing and Returns address:
P.O. Box 1345
Kennesaw, GA 30156
Local: (770) 420-2030
Toll Free: (800) 820-1350
Fax: (770) 420-3380
What payment types do you accept?
We accept MasterCard, Visa, American Express, and Discover through our E-commerce 128 bit secured server.
We can also accept checks or money orders, please email or call for details.
I placed an order through your web site. Can I modify or cancel my order before it actually ships?
Orders on in-stock merchandise may be cancelled anytime up to the time of shipment for a full refund. Pre-ordered merchandise is subject to a 20% administrative fee if cancelled prior to the scheduled release date. We cannot cancel an order once it has been shipped. However, we can accept returns on new unused items up to 15 days from the date of shipment. Please refer to our return policy for more information. If you need to cancel or change an order contact us as soon as possible.
I just placed an order, has my item been shipped?
We will send you an email confirmation with tracking number once your
order has shipped.
All orders are typically shipped within 48 hours. Orders received after 12:noon EST will typically be processed the next business day. The speed of delivery depends on the carrier and class of shipping selected. Please refer to our shipping info page for more information on shipping times and order tracking.
You sent me a UPS shipping notification and tracking/confirmation number but the UPS website online tracking system states that my item has not been shipped.
It is possible that it may take up to 48 hours or longer before the package is checked into the carrier's tracking system. This basically means that even though your package has left our warehouse, the carrier may not be able to provide any information about your package for up to 48 hours or more.
I received an email from Dixie Products stating that my credit card was declined. Will my order be cancelled?
We give you this notice to give you the opportunity to update your information. You can do this by contacting us by email at the address you received in your order confirmation or call (800) 820-1350. We will try your card again in 7 days. If it does not go through you will be sent another notice. This will be the last notice you receive from us. We will try your card one more time, again, 7 days later. If the card does not go through your order will be automatically cancelled.
Can I place my order over the phone?
Yes. Please call our Customer Care Center at (800) 820-1350
Can I Fax my order?
Yes. Please fax your order to (770) 420-3380. You may also want to call our customer care center at (800) 820-1350 to ensure we do not require any missing information.
What kind of discount is available if I order more than one item at one time?
We always combining shipping with multiple items purchased. This way you get the best shipping rate and can save. You can always calculate and view your exact shipping costs at checkout before you complete your purchase.
What delivery company does Dixie Products use?
Depending on the weight, all orders are shipped through either UPS, FedEx, or through one of our LTL common carrier partners.
Can I pay extra for Express Delivery?
Yes. Please contact us to ensure availability and shipping calculations.
How long after my order is placed until I receive my shipment?
Most orders are received 1-5 days after shipment. We ship from several points across the country to ensure you receive your product as quick as possible.
Can I pick my order up at your shop if I live nearby?
Yes. If you live near our facility in Kennesaw, we do offer customer pickup. Please contact us to determine availability date and directions.
Do you ship international?
No, at this time we are only selling and shipping to the lower 48 United States, Alaska, and Hawaii.
I need a part but don't know what it is, can you help?
Yes. With thousands of parts available, searching for the correct part can be cumbersome. Please feel free to call us for assistance!