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  • Customer Service - FAQ's

    Can I cancel an order once it has been placed?

    Do I have to pay sales tax?

    How do I check the status of my web order?

    What if I forget my password?

    What payment methods do you accept?

    How can I return an item?

    How do I exchange one product for another?

    What if I receive a damaged package?

    What shipping methods do you offer?

    How do I use the "Wish List" feature?

    What if I forget my password?

    What if I forgot the email address I used?

    Ordering Online

    (Q) Can I cancel an order once it has been placed?
    (A) You cannot use our website to cancel a submitted order, but you may call our Customer Service Department at 1-800-544-5118 between 8:30 AM and 6:00 PM Eastern Time, Monday through Friday. Have your Order Number ready to expedite your request. You can also e-mail your request to Customer Service at orderhelp@eastwood.com; include your Order Number and daytime telephone number.
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    (Q) Do I have to pay sales tax?
    (A) Orders shipping to PA, IL and NV will be charged sales tax in accordance with state regulations. Canadian orders will be charged the appropriate provincial tax.

    NOTICE: Residents of and orders shipping to Colorado, Kentucky, Oklahoma, South Dakota, & Vermont:

    Eastwood is not required to and does not collect sales or use tax in your State/Commonwealth.

    Your purchase may be subject to State/Commonwealth use tax unless the purchase is exempt from taxation. Your purchase is not exempt merely because it is made over the internet, by catalog, or by other remote means.

    Your State/Commonwealth requires purchasers to report all purchases of tangible personal property or digital property that are not taxed by the retailer and pay use tax on those purchases unless exempt under your State/Commonwealth tax law. The tax may be reported and paid on your State/Commonwealth Individual Income Tax Return or by filing a Consumer Use Tax Return with your State/Commonwealth Department of Revenue.

    The referenced forms and corresponding instructions can be found on your State/Commonwealth Department of Revenue's website.

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    (Q) How do I check the status of my web order?
    (A) Click the green "My Account" button near the upper right hand corner of the page. Then, on the next page, simply enter your email address and password and click on the green "login" button.
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    (Q) What if I forget my password?
    (A) Please enter your email address on the "My Account" page and click on the blue "Forgot your Password?" link.
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    (Q) What payment methods do you accept?
    (A) Eastwood offers you several payment options:

    Visa (credit or debit)

    MasterCard (credit or debit)

    Discover

    American Express (U.S. or international)

    PayPal

    U.S. Federal Government Smart Card

    Wire Transfer (First contact our Customer Service Department at 1-800-544-5118 or orderhelp@eastwood.com.) Sorry, we do not accept C.O.D. orders.

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    Exchanges & Returns

    (Q) How can I return an item?
    (A) Please call our Customer Service Department at 1-800-544-5118 and they will give you a Return Authorization Number to include with your return package.
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    (Q) How do I exchange one product for another?
    (A) Please call our Customer Service Department at 1-800-544-5118 and they will process the exchange.
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    (Q) What if I receive a damaged package?
    (A) Please call our Customer Service Department at 1-800-544-5118 as soon as possible after receipt of the damaged package. Hours are 9:00 AM to 5:00 PM Eastern Time, Monday through Friday.
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    Shipping

    (Q) What shipping methods do you offer?
    (A) Choose from: Standard USPS, UPS Ground, UPS Overnight, UPS 2nd Day, or UPS 3rd Day. Orders containing hazardous products (item numbers ending in Z or ZP) can only be shipped via UPS Ground (lower 48 United States) or Purolator (Canada). View our shipping rates by clicking here. For international shipping, please call our Customer Service Department at 1-800-544-5118 between 9:00 AM and 5:00 PM Eastern Time, Monday through Friday. They will supply a shipping quote for the available ship methods.
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    My Account Information

    (Q) How do I use the "Wish List" feature?
    (A) Use a Wish List to create and maintain a list of the items you'd like to receive, and then email it to your friends and family. On each product page, you have the option to "Add to Wishlist" (see link near red "Buy Now" button). Clicking on that link automatically adds that item to your Wish List (you'll be asked to login if you're not already logged in). To view your Wish List, click the green "My Account" button near the upper right hand corner of the page. Log-in (if you haven't yet) and then click on "My Wish List" in the "Account Dashboard" on the left side of the page.
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    (Q) What if I forget my password?
    (A) Please enter your email address on the "My Account" page and click on the blue "Forgot your Password?" link.
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    (Q) What if I forgot the email address I used?
    (A) If you've forgotten which email address you registered with, or if you receive an error message that says, "Your email address was not found in our database," please email us at orderhelp@eastwood.com. Be sure to include any error message you are seeing, as well as your email address and Order Number, if applicable. Please note: If you've registered to receive our weekly emails, but are getting the "Your email address is not in our database" error, you will need to register as a "New Customer" to place an order.

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