Frequently Asked Questions
REVISED AND POSTED AS OF: OCTOBER 14, 2011.
About Our Site
How do I know that my transaction is secure?
We employ the latest 128-bit encryption technology in areas of the site which require you to provide your billing information. This is done to protect you from unauthorized use of the information you are sending to our server. To make sure you have the latest security features on your browser, download and install the latest version of your favorite browser, Microsoft Internet Explorer, or Mozilla Firefox.
Is your site secure?
Yes. Your personal information is stored safely behind our firewall. No one at BlackHawk Labs, except authorized users, can access your password. The areas of our site which require you to provide your personal information include online ordering, order status, catalog request and most contest forms. To make sure you have the latest security features on your browser, you may want to download the most recent version of your favorite browser, which should have full SSL support.
Doing Business with BlackHawk Labs
How do I establish credit terms for my business?
Simply fill out a BlackHawk Labs Credit Application. BlackHawk Labs does offer Net terms to government agencies, schools and qualified businesses. Sorry, we currently do not offer credit terms to individuals.
Ordering and Shopping
Does BlackHawk Labs ship to addresses outside the continental U.S.?
At this time, BlackHawk Labs will only ship to locations within the 50 United States. We are not currently able to ship to territories, commonwealths (e.g. Guam, Puerto Rico), or to APO/FPO addresses.
How do I cancel or update an order?
If you would like to cancel and order after it has been placed, please contact [email protected]. Updating your order is easy. Just click “View Cart” from the top menu of our site to see your current order. Just continue adding items to your cart. If we’ve already begun processing your order, you may need to create a new order. Just continue shopping and check out as usual. When you complete an order, we’ll confirm that order with you via e-mail. This confirmation is sent immediately after your order is completed.
How else can I learn about special offers from BlackHawk Labs?
Easy. Just subscribe to our free e-mail newsletter.
I can’t add items to my shopping cart.
I can’t remove items from my shopping cart.
You are probably experiencing a cache problem. When you attempted to remove the item from your shopping, cart your request was registered. However, the screen that appeared is from the cached memory in your computer. This problem can be solved by clicking the “Refresh” or “Reload” button on the top navigation bar of your browser.
I have my browser set to accept cookies and I still can’t add items to my shopping cart.If you have your browser set to accept cookies, but still cannot add items to your shopping cart, you probably are experiencing a cache problem. In other words, when you attempted to add items to your shopping cart your request did register. However, the screen that was displayed is from the cached memory in your computer. This problem can be solved by clicking the “Refresh” or “Reload” button on the top navigation bar of your browser.
What is BlackHawk Labs’ return policy?
BlackHawk Labs will accept returns within 30 days from the day the order is shipped. Special order items cannot be returned. Only returns with an RMA number will be accepted at our Warehouse. If the product packaging has not been opened, we will accept returns and apply a 25% restocking fee. Otherwise, if the product packaging has been opened we will not accept the return. Shipping and handling charges are not refundable. No returns will be accepted after 30 days.
What should I do if my package arrives damaged?
If the freight carrier attempts to deliver a package that appears to have been damaged in transit, you should refuse the delivery. Please send an email to [email protected] or call Customer Service at (877) 427-9419, Monday through Friday, between 8:00am and 5:00pm PST to report the package refusal. Once receipt of the package is confirmed back at our warehouse, we will replace the product or refund the full cost of your order. If you choose to accept the damaged package, have the carrier note the damage on his/her records. In the event that the product inside was damaged in transit, please email us or call our Customer Service Department immediately to report the problem.
Where will my order be shipped from?
In most cases, orders are shipped from one of our warehouses in the Western region. All shipping charges are determined according to product weight and destination shipping zipcode.
How do I update my password, e-mail address and other User Account information? First, log on to your Account and click continue. This screen will display your user name and e-mail address. Click the “Edit Account” button. This will take you to a new screen that will allow you to change your name and password. When you have made the changes, click “Update Account” and your information will be changed. To change the e-mail address, you will need to create a new account.
What’s a User Account?
User Accounts make online shopping safe and easy. A Use Account is a profile of information about your account that is stored on our secure servers. It can only be accessed by entering your e-mail address and password. A Use Account makes it easy to place orders and check the status of any order you place with BlackHawk Labs.
Pricing and Payment Issues
Do you have a retail location?
BlackHawk Labs does not currently have a retail location.
Do you offer leasing options?
BlackHawk Labs does not currently offer leasing options.
How can I pay for my purchase?
If you prefer to order online, BlackHawk Labs will accept VISA and MasterCard credit cards for payment. If you would like to prepay your order or have your order shipped COD please call us at (877) 427-9419 or send an email to [email protected]. For corporate customers wishing to establish credit terms with BlackHawk Labs, please call us at (877) 427-9419 or send an email to inf[email protected]. All prices are listed and charged in US dollars.
How do I establish credit terms for my business?
Simply request and fill out a BlackHawk Labs Credit Application. BlackHawk Labs offers Net 30 day terms to government agencies, schools and qualified businesses. Sorry, we currently do not offer credit terms to individuals.
Is my order subject to state sales tax?
Only orders shipped to California addresses are subject to state sales tax.