Order Information

How long does it take to process my order?

Orders are normally processed within three business days, if not sooner. Secure2U® will notify you if your shipment will be delayed for any reason.

Can you look at or inspect a product for me?

In order to offer the best possible prices, we source and store our products in numerous warehouses across North America. As we carry several hundred thousand products, we are unable to provide additional product information above and beyond what is available on our site in a timely or fiscally responsible manner.

Can I cancel an order?

An order cancellation request must be received within one hour of placing your order

To cancel an order within that time frame, log in to your account, view your order history, select your order, and click “Request Refund”. Secure2U® will then contact the warehouse to cancel the order. Alternately, you may contact us to cancel your order.

How do I check the status of an order?

You can visit your account page for your order status.

When will an out-of-stock product be available?

We are unable to provide information for when out-of-stock products will be available.

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Payment

What methods of payment do you accept?

We accept Visa, Mastercard and Paypal . You can use American Express and Discover through Paypal.

 Why is my credit card not being accepted?

Please check the following:

• that the number and expiration date are correct
• that the billing address you provide is the one that your financial institute has on record.

Do you accept international credit cards

We only accept American and Canadian credit cards.

Shipping

Can my shipping address be different from my billing address?

Yes. Your billing address, however, must match the address on your credit card statement.

How do I know what my shipping charges are?

Please visit our Shipping Information page for details on how to calculate the shipping charges on your order.

Why didn't I receive all of the items in my order?

In order to offer the best possible prices, products are stored and shipped from various warehouses through out North America. As well, size restrictions or availability may require that parts of your order ship separately.

If you’d like to ensure that this is indeed the case, you may contact us and we will advise if your order has been split for these reasons.

Do you issue tracking numbers?

For most orders, when the tracking number is available, you will be able to view it by viewing the order history on your account page.

Some shipments coming into Canada from the U.S. will not have a tracking number available. As well, some United States Postal Service shipments do not have tracking numbers.

What do I do if the tracking number I was issued is not working?

Please contact us immediately.

Do you ship internationally? Do you ship to APO/FPO?

Please visit our Shipping Information page for further information on where we can ship to.

Privacy and Security

What information do we collect?

We only collect information that you submit. You submit information to us on three occasions:

1. When you create an account, you are prompted for your address and other personal information.
2. When you update the information in your account, the information we have about you is updated.
3. When you complete an order, you are prompted for your credit card information. An order cannot be completed without a valid credit card. This is the only time you will be asked to provide your credit card.

 How do we use the information we collect?

Your information is solely and exclusively used to complete and ship your order, to contact you to resolve or advise of any concerns with the order, and to contact you via e-mail if we need to ensure that your order was handled properly.

Who has access to the information we collect?

Only those people who need to see your information to fulfill your order have access to your information, and do not have access to your credit card information. Your credit card information can only be viewed in a situation of a charge dispute or investigation prompted by yourself, and only by individuals in a trusted supervisory or management capacity.

Do we share the information we collect?

Secure2U® does not, under any circumstances, share, sell, or otherwise make available any information about yourself, your location, your purchase, your purchasing habits or purchasing history, your e-mail address, your credit card, or any other information collected during your business transaction with us to any third party, with the exclusion of information required to complete your order with our warehouse(s), which is limited to your shipping address.

Is the information we collect secure? How do I know my credit card information is secure?

Yes. We use 128-bit SSL encryption for all information you submit to us and all transactions are completed over a secured connection. Only you and Secure2U can access any information exchanged over that connection. You can tell if the page you are on is secure by looking at the URL. If it begins with https:// instead of http://, then the page is secure. Alternately, if there is a picture of lock in the lower right corner of your screen, then the page is secure.

Problems and Support

How do I get technical support for my purchase?

The product manufacturer is the best resource for assistance with your purchased item.

Can I replace a lost invoice?

You can obtain your invoice and other order information by logging into your account and clicking View My Order History. You may click on the order you would like the invoice for, and print it out for your records.

What do I do if I have a problem with my order?

If the problem is that your product is not what you ordered, or is defective, you can return the product.

If the problem is a technical problem you are experiencing with the product, contact technical support with the manufacturer.

If your problem is different than any of these, contact us.

 Data and Technical Issues

In the event of data or technical issue which results in incorrect information or mispricing of products and services, your Secure2U® preferred partner is not liable for transactions arising out of this error. Secure2U® will gladly assist you with the issue, up to and including a complete refund and reimbursement for return shipping costs. If you find an error, please contact us and our team will attempt to fix it as soon as possible.