Help/FAQs

Q: Can I change an order once it is submitted?

Yes – if your order has just been created either online or over the phone, you can contact us by phone, or via our email. Please keep in mind that via email, your order may ship out before your help email is answered, so for all urgent matters regarding order changes, please contact us via phone as soon as possible. Please Note: all orders that have been packaged, but, not shipped, will not be able to change.

Q: Does Innovative Surface Solutions charge sales tax?

If you are a resident of California, local sales tax will apply to your order. For all other orders within the United States, no sales tax will be applied.

Q: Does Innovative Surface Solutions accept phone orders, fax orders, or snail mail orders?

Innovative Surface Solutions takes both online orders and phone orders, and we can also utilize email orders as well. If you have a special request regarding an order method, please contact us via phone, or email and we will do our best to facilitate your order.

Q: How long does it take my order to be processed & shipped once I place my order?
If you place an order before 12:00pm PST, we do our best to ship same day, and can often ship most orders same day, aside from high volume days, such as Mondays, or the day after a recognized holiday. For further information, please see our Shipping Information page for greater detail on order processing & shipping.

Q: Will I be emailed shipping updates?
As soon as your order is shipped, you will receive an email stating your order has shipped, and provide you with the tracking number.

Q: How do I keep track of my order?
Your order will be shipped via common carrier and you will receive the tracking number via email in the body of your invoice. You will then need to access one of the shipper’s websites to track your order.