General FAQs

1. What is your freight policy?
2. What are your payment terms?
3. How do I set up an open account?
4. Can I pay my invoice with a credit card?
5. Do orders ship the same day they are placed?
6. Where is your facility located?
7. What is Phoenix's return policy?

1. What is your freight policy?
   Phoenix is an extremely flexible company to do business with. Our general policy is: freight collect. If you require prepaid freight it can be negotiated on an individual basis.
   
   
2. What are your payment terms?
   Standard terms are net 30.
   
   
3. How do I set up an open account?
   It's simple! To get set up, contact your local sales office. You will need your companies' bank information and three trade references. It usually takes under an hour to get approved.
   
   
4. Can I pay my invoice with a credit card?
   Yes, at Phoenix we accept Visa, American Express and Master Card.
   
   
5. Do orders ship the same day they are placed?
   Stock items that are ordered before 12:00 P.M. Eastern Time (EST) are generally shipped the same day; orders placed after 12:00 P.M. and drop ships generally ship the following day.
   
   
6. Where is your facility located?
   We have manufacturing/warehouse facilities in Lancaster, Ohio, USA and Mississauga, Ontario, Canada.
   
   
7. What is Phoenix's return policy?
   Phoenix Error:
   • Phoenix will issue an RMA number and provide ship via instructions within 48 hours from the date of notification.
   • If item is a standard Phoenix stock item, a credit will be issued within 5 days of our taking receipt of material.
   • If item is a non-standard stock items that needs to be sent back to the manufacturer, a credit will be issued in approximately 14-21 days.
   Customer Error:
   • Stock items - Upon receipt of the RMA#, the customer is responsible for shipping the material back to Phoenix at their expense. The customer will be responsible for a 25% restocking fee and outbound freight charges.
   • Non-stock items - A restocking fee and outbound freight charges will be assessed to the account. No returns will be accepted without an RMA number.
   • Although we always try to accommodate our customers, random lengths, printed material, special order or custom-made items, in most cases, are non-returnable.