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Customer Service


Shipping & Delivery

SHIPPING METHODS:
All orders placed with E. C. Kraus will be shipped by either the U. S. Post Office or United Parcel Service.
 
FREE SHIPPING:  
Orders totaling more than $50.00 will be shipped for FREE. This applies only to orders to be shipped within the 48 adjoining states. Your order will be shipped by either First Class Mail or Priority Mail through the U.S. Post Office, or by UPS Ground. How the order ships depends on the size and weight of the package and the distance it is to be delivered.

If you have a preference as to which of these shipping methods are used, there may be a nominal fee to cover any difference in cost between how you would like the package shipped versus how we normally would have shipped it.

PACKAGING CHARGE: There is a one-time $2.00 packaging charge that applies to each order. This charge is for the materials used to pack your order such as boxes, cushioning, labels, tape, etc.


SHIPPING & DELIVERY TIMES:
We take pride in the urgent way we handle orders. All orders are shipped either the same day they are placed or the next business day. An exception to this would be "Special Order" items. These items are shipped the same day we receive them.

If your order was shipped by UPS Ground, you can expect to receive it in 1 to 4 business days. If your order was shipped by either First Class Mail or Priority Mail through the U. S. Postal Service, you can expect to receive your order in 2 to 6 days, including Saturdays.

The above times are for orders shipping to the 48 adjoining states. For orders shipping to Alaska, Hawaii and U.S. Possessions it will take between 6 and 14 days.



The above chart shows expected shipping times for order that are shipped by United Parcel Service.


TRACKING YOUR SHIPMENT:
Shipping confirmations are sent by email either the same day the order ships or the next business day. These confirmation emails will have information needed to track your order shipping progress, including the tracking number and links to the appropriate site for tracking.


ALASKA, HAWAII & U.S. POSSESSIONS:
We welcome orders from the outer U.S. regions. All orders are shipped by either Priority Mail or by Standard Parcel Post through the U.S. Post Office.

If your order totals to $50.00 or more, you will only be charged for the difference between the total cost of shipping your order and the cost of shipping your order within the 48 adjoining states. If your order totals to less than $50.00, you will be charged the full amount of shipping. 

SHIPPING LIMITATION: Unfortunately, we are unable to ship some items to Alaska, Hawaii and U.S. Possessions. This is usually due to issues with weight, size or breakage. Items that fall under this category are labeled as such both on the website and in our catalog.

APO & FPO MILTARY ADDRESS:
Due to an extremely high number of missing packages, we have suspended all shipments to military addresses until further notice. The number of packages that have gone missing or confiscated by either the U.S. Postal Service or a foreign customs entity has risen dramatically. Based on this information we are unable to provide service to military addresses of any kind at this time.


CANADA & INTERNATIONAL ORDERS:
At this time we do not ship orders to Canada and other countries. We only ship to the 50 U.S. States and U.S. Possessions.

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Privacy & Security

PRIVACY: 
Your privacy is very important to us! With that being said, our Privacy Policy is very simple and to the point:

"We do not collect information we do not need, and we do not give information to anyone who does not need it. Period!"

WHAT PERSONAL INFORMATION DO YOU COLLECT?: The information we collect is very minimal: name, address, phone number, email address and payment information. Your phone number will only be used to contact you if there is a question about your order. The email address is used to notify you when your card is charged and, again, when your order is shipped. We also send informational email newsletters. Your physical address may be used to send you an updated catalog from time to time.

WHAT INFORMATION DO YOU SHARE WITH OTHERS?: Only information that is required for the processing of your order is exchanged with any third parties. Examples of third party companies that may require some of your information are:

  • Merchant Banking Providers: for the processing of your charge card transaction.
  • Shipping Providers: like UPS for the delivery of your order.
We will never sell, rent or lease any of your information with other entities for the purpose of marketing. What you share with us, stays with us.


SECURITY: 
We take the protection of your information very seriously. Many precautions are taken to help insure that your shopping experience on our web site is both safe and secure.

  • We utilize 256-bit SSL (Secure Socket Layer) provided by Go Daddy Turbo SSL for the encryption of any personal information you provide. This is a very strong form of encryption that allows information to be safely passed from one location to another.
  • Multiple firewalls have been put in place. A firewall is a barrier that allows only authorized traffic through to our web servers. It safeguards our website and your information.
  • Our web site is scanned and tested daily by McAfee's Security Scan Services to confirm that it is "McAfee Secure". McAfee tests for any breakdowns in security by challenging the web site's firewalls and other forms of protection that have been put into place.

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Ordering

ORDERING METHODS:
At E. C. Kraus we want you to place the order in a way that's comfortable to you. That's why we have provided several ways for you to place your order with us. You can place your order by:

  • Website -- www.eckraus.com
  • Phone -- 1-800-353-1906
  • FAX -- 1-816-254-7051
  • Postal Mail -- P.O. Box 7850, Independence, MO 64054

USING OUR CATALOG TO ORDER ON OUR WEBSITE:
If you like using our catalog to shop but would like to place your order through our website, then we have the perfect solution for you. You can use our Quick Order Form to eliminate the shopping process and get straight to the ordering. The Quick Order Form allows you select everything you want on a single page and then enter them into your shopping cart with one click of the mouse.


PAYMENT METHODS:

WEB ORDER: Orders placed on our website can be paid for by either: Visa, MasterCard, Discover, American Express or Paypal.




TELEPHONE ORDERS: Orders placed by phone during office hours at 1-800-353-1906 can be paid for by either: Visa, MasterCard, Discover, American Express or eCheck (check by phone).




MAILED ORDERS: Orders that are sent in by postal mail to E. C. Kraus at: PO Box 7850, Independence, MO 64054 can be paid for by either: Visa, MasterCard, Discover, American Express, check or money order. Please do not send cash.




FAXED ORDERS: Orders that are placed by FAX to 1-816-254-7051 can be paid for by either: Visa, MasterCard, Discover or American Express.




PURCHASE ORDERS: Sorry, but we do not accept purchase orders at this time.


NO SALES TAX:
E. C. Kraus does not collect the sales tax for any purchases made from outside of the state of Missouri. All Missouri orders are subject to a sales tax of 7.725%.


SENDING TO MULTIPLE ADDRESSES:
Orders that have items needing to ship to more than one address will need to be placed with our Customer Care Team at 1-800-353-1906 during office hours.


PRODUCT AVAILABILITY:
Very rarely do we run out-of-stock of an item. We have an in-stock rate that is well over 99%. In those rare instances when we do fall short of stock on a particular item, we will temporarily remove that item from our website. Once the item is in-stock again, we will promptly make it available on our website.

Because of this it is possible to see an item available in our catalog that is not listed on our website for a period of time. This would be an indication that the item is currently out of stock. This also means that any item listed on our website is in stock and will ship promptly.


EMAIL CONFIRMATIONS:
Before you can receive any email confirmations we will need to have your email address on file. This will always be the case if the order was placed on our website. An email address is required to set up an on-line account. If the order is placed by a different method such as phone or postal mail, you will need to optionally provide us with your email address if you wish to receive email confirmations.

ORDER EMAIL CONFIRMATIONS: Email order confirmations are sent only if an order is placed on our website. If the order was placed by phone, mail or FAX you will not receive an order confirmation.

TRANSACTION EMAIL CONFIRMATIONS: If the order was paid for by either: Visa, MasterCard, Discover, American Express, eCheck or Paypal, you will receive a transaction confirmation once your account is charged, regardless of how the order was placed.

SHIPPING EMAIL CONFIRMATIONS: You will receive a shipping confirmation email regardless of how the order was placed, paid for, or shipped.

I AM NOT RECEIVING ANY EMAILS!: If you are not receiving emails it may be because they are being blocked by your email service provider, or they are being put directly into your email trash folder or similar. To help facilitate the receipt of your confirmation emails, you can put our email address in your email address book. Our email address is customerservice@eckraus.com. Adding this address to your address book will help to allow our confirmation emails to go directly into your email Inbox.

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Using Your Account

CREATING AN ACCOUNT:
The easiest way to create an account is to do so as you check-out with your first order. Once you click on the "Begin Checkout" button, you will be taken to another page where you can fill out your account information and create a password.


LOGGING INTO YOUR ACCOUNT:
You can log into an existing account anytime you like by clicking on the "Log-In" button that is at the top-right of every page. To log in, you will need to know the email address and password you used when setting up the account.


FORGOT PASSWORD?:
If you forgot the password you used when setting up your account, just go to the Customer Log-In Page by clicking on the "Log-In" button that is at the top-right of every web page. From there click on the " Forgot Your Password? " link to get your password emailed to you.

Type in the email address you used when setting up your account. Click the "Submit" button and an email will be immediately sent to you that contains your password. Depending on your email service provider, it can take up to 5 minutes for you to receive the email, so please be patient.


EDITING YOUR ACCOUNT INFORMATION:
To edit your billing information, log-in to your account by clicking on the "Log-In" link that is at the top-right of every page. Once you have logged in, you will be taken to your account dashboard. From there you will be able to edit your billing address, phone contact information, password etc.


CHECKING ORDER STATUS:
To check the status of an order, log-in to your account by clicking on the "Log-In" link that is at the top-right of every page. Once you have logged in, you will be taken to your account dashboard. From there you will see a listing of the recent orders you have placed along with their status.

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Order Issues

MY ORDER ARRIVED DAMAGED:
This is something that doesn't happen often, but when it does it can be a big disappointment. Please be assured that if any item arrives damaged you will not be alone. We will be there to make sure the problem is rectified and done so in a timely fashion.

If a package arrives with the outer box looking extremely tattered and abused, do not assume that the items inside are damaged. We take great pains in making sure your order is packaged extremely well. Chances are the items inside are just fine.

Open the package and carefully inspect each item for damage. If you find that there are items damaged then call our Customer Care Team at 1-800-353-1906 during office hours and we will immediately begin to correct the problem.

Please do not throw away any of the original packaging materials or damaged items for 8 business days or until you have been told that it is okay to do so. These items may be needed to be picked-up by the shipper. If the package is leaking, please store in a plastic trash bag in an area where floors or carpet can not be damaged.


I NEVER RECEIVED MY ORDER:
We take pride in the urgent way we handle orders. All orders are shipped either the same day they are placed or the next business day. Orders are shipped by either UPS Ground or by Priority Mail through the U. S. Post Office.

If you live in the 48 adjoining states, you can expect your order in 1 to 6 business days. For orders shipping to Alaska, Hawaii and U.S. Possessions it will take between 6 and 14 days.

If you have not received your order within these timeframes, then you can track the package online by using the information contained in the shipping confirmation email.

Shipping confirmations are sent by email when each package is shipped. These emails have the information needed to track your order including the tracking number and links to the appropriate site for online tracking.

If you did not receive this information, you can call the Customer Care Team during office hours at 1-800-353-1906 and they will provide you with the information as well as track your package for you.


MY ORDER ARRIVED INCOMPLETE:
It is important that you go through all of the packaging materials before determining if an item is missing or not. Many of the items we package are wrapped in shipping paper for protection. Smaller items may be attached to, or folded up inside, the invoice. Sometimes items can get rattled to the very bottom of the package during shipping.

If you did not receive all the items you ordered, determine exactly what items are missing and how many. Find the order-blank that is in the package to see if you were charged for the missing items.

Once you have this information, call our Customer Care Team at 1-800-353-1906 during office hours and we will get the missing items on the way to you immediately.

If you were not charged for the items originally, you will then be charged at the time they are shipped. You will not be charged for any additional shipping or packaging.


THE WRONG ITEM WAS SENT:
We take the task of filling your order very seriously. After your order has been filled, it is checked twice before it is packaged and shipped. This makes it virtually impossible for the wrong items to be sent. However when it does happen, you can be assured that we'll take care of our mistake swiftly.

If you believe that you were sent a wrong item, just go through the invoice provided in your package to verify specifically which item(s) were sent incorrectly and which item(s) you were charged for--the correct item(s) or the wrong item(s).

Once you have this information gathered, call our Customer Care Team at 1-800-353-1906 during office hours and they'll get the right item(s) on the way--right away.


I NEED TO CHANGE MY ORDER:
Once an order has been placed, we will make every effort to accommodate you with changes that need to be made to it. Once an order has shipped we will no longer be able to make changes to the order.

Since most orders are shipped the same day they are placed, this leaves a very small window of opportunity to make changes.

To make changes to your order you will need to contact our Customer Care Team at 1-800-353-1906 during office hours. They will be more than happy to change the items on the order or the shipping address while they can.

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Still Need Help?

Here are some more ways you can find the answer to your question:

  • FAQ SECTION: Have you checked out our FAQ Section for customer service.

  • EMAIL: Send us your question by email: customerservice@eckraus.com. We'll answer your question either the same day or the next business day.

  • FAX: You can FAX in your question to 1-816-254-7051 and we'll FAX you back the answer.

  • CALL US: You can also call us during office hours at 1-800-353-1906 and we'll be more than happy to help you out.


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