Frequently Asked Questions

Here you'll find answers to many of the more popular questions @ ShopCross.

I forgot my password and can’t access my account? Visit our Password Reset page to request a password reset.

How do I change My Account information? To change your profile information, such as ship to addresses, click My Account and Log In.  Here you manage your information and view your order history or place a reorder.  All of the information we receive from you in the registration process is transmitted over an SSL secure server. You can only access your information after logging in with the unique e-mail and password combination you created during registration process.

Do you have a minimum order amount? ShopCross has no minimum order requirements.

Do you accept phone in orders? We are not able to accept orders via phone. For your safety & security all orders must be entered online, by the customer, through our secure server.

Can I add to or change my order? Due to the speed of our fulfillment system and our efforts to maintain accuracy and efficiency in our order process, we are unable to alter any orders after they have been placed. If you would like to add to or modify your order in any way, please click our cancel order form, or contact our Customer Service Team via Live Chat, or email (admin@shopcross.com), to cancel the order, so you can reorder what you need. If an order is already processing in our warehouse and being packed to ship, we are unable to cancel the order. If you no longer need an item in your order please return it.

Can I cancel my order? Please click our cancel order form, or  contact our Customer Service Team via Live Chat, or via email (admin@shopcross.com), if you would like to cancel an order that has not started processing! If an order begins processing in our warehouse and is being packed to ship, we cannot cancel the order. If you no longer need an item in your order please return it.

How can I get a receipt or copy of the invoice for my order? You will be e-mailed an Order Receipt once your order is placed into our order processing system (if you do not receive, please check your spam folder). In order to obtain another copy, log into your account and go to Order History. You will see a list of all your orders, click Order Details, here you’ll have the option to either print the Order Receipt or email the Order Receipt.

How long will it take for my order to arrive? Our goal is to complete and ship your order, as quickly as possible. Orders for in-stock parts are typically shipped within 24 hours or the following business day, if received after hours. If you order a part that has a lead time in days, or a notice for process time in days, your order will stay in the Processing Status until your part(s) ship from the factory. Check our Shipping Policy for normal UPS delivery times.

Need My Order Status? - just give us your order number and we'll respond with an update.

I didn’t receive what I ordered. What should I do? If you believe you received the incorrect part, please fill out our Return Request and we’ll work with you to reship the correct item or offer a refund. We may require a picture of the incorrect part received, to insure the correct replacement is sent.

Will there be sales tax on my order?  What if I’m tax-exempt? Sales tax will be charged on orders shipping to the states of North Carolina, Alabama, Florida, Georgia, Mississippi, South Carolina, Tennessee, Virginia, West Virginia, Nebraska, Iowa, Oklahoma, Kentucky, Illinois, Missouri & Indiana.  CROSS COMPANY DOES NOT COLLECT SALES TAX if we have your exemption certificate on file.  We must have your valid certificate to exempt you from sales tax.

Do you accept purchase orders? ShopCross may offer Net 30 Terms to qualified businesses, on approved credit, for initial orders of $2,500 placed outside of our ShopCross store.

To apply for credit, please download, fill out and sign (using PDF Viewer or hand signed) our Credit Application Form, then email your complete ShopCross Credit Application to admin@shopcross.com - Our Finance Department will review your references and we'll let you know when your account is opened.  This process normally takes 5-7 business days based on the references.

Net 30 terms are for Business Customers only with an opening order of $2,500. Requests for net 30 terms will be reviewed and approved by the Cross Company Finance Department. Net 30 terms are not guaranteed to all businesses.

What is your Return Policy?  Returns of product, other than for an error in shipping, exchange or replacement of defective products, are subject to a 25% restock fee of the original purchase price. Special Order/Non-Standard Products are Non-Returnable.  If you need to return part or all of your order, you must submit the return request within 30 days of receipt of your order.

All non-defective products approved for return are to be shipped back to ShopCross at the buyer's expense. The items must be insured and sent via UPS, FedEx or USPS with a tracking number e-mailed to service@shopcross.com. Shipping fees originally incurred by buyer are Non-Refundable. Should a replacement part for a returned item not be available, a credit will be issued.

Please click this link for our Returned Material Authorization Request Form

All returned products must be issued a Return Material Authorization (RMA) number prior to return shipment. After review and approval of the information you provided in the RMA Request Form, we will provide RMA number. Unauthorized and/or unmarked returns will not be honored.  All returned products must be conspicuously labeled with the assigned RMA number and accompanied with a copy of the sales order or invoice & our completed RMA Form.  A decontamination statement (where applicable) must be completed, signed and attached to the outside of the packing in order to be accepted by our shipping/receiving department.  Returned products for credit must be new, in original undamaged factory packaging and in resale condition.

Regardless of condition, products must be packaged appropriately, so as not to incur any physical damage during return shipping. Failure to do so may invalidate both the RMA and the warranty (if applicable).