Order Processing and Shipping Schedules
Note: This page is updated on an intermittent basis and is not intended to be 'real-time' information - Internet, FAX and Phone Orders are continually being processed, including in some cases on Holidays and Sundays.

Longer delays are expected for all International Orders due to increased the complexity of these orders and security restrictions.

A reminder to check stock status when ordering: Click THIS LINK to see an example.

UPS SHIPPING STATUS:

UPS Holiday schedule

Record high order volumes continue into the Internet Order Desk and are being handled and shipped the same or next business day in nearly 100% of orders placed {USA orders}. HRO will always try to ship from the store closest to you with items in stock*. Please note that UPS does not function during weekends or Holidays for ground deliveries; therefore orders placed over the weekend cannot be shipped and tracking information will not be available until the next business day after the Holiday or weekend.

*Remember, items that show "In Stock" are not necessarily available at your closest HRO location: we ship from the closest store location[s] with stock available and will try to consolidate orders into one shipment when possible.

In some cases, items showing in stock may be in transit between stores and not able to ship to you right away after orders are placed; this inter-store transfer process can take up to 6 business days.

Special Statement: Overseas orders are getting increaslingly difficult in processing and increased delays are anticipated.

GETTING ORDER INFORMATION BY E-MAIL:
We are very pleased to announce that E-Mail Notification for HRO orders is functional. While this is effective for orders placed on-line it can also be used for phone, FAX or mail-in orders as well. We need your e-mail address so please be sure to include that with any correspondance sent to us. If you are using a service or software which requires us to visit a web site to enable us to send you e-mail this feature will not work. What we will try to send you is:

#1 - An electronic copy of your invoice from HRO. This invoice functions for proof of purchase for warranty, rebates or any other usage. Please review this as soon as you receive it - if you notice errors, additions or changes you would like to make, it may be possible to change the information in the order that you receive by calling us or e-mailing us right away.
#2 - A shipment notification from HRO. This is our shipping document showing you which store has confirmed they have shipped or are about to ship item[s] in your order. This will be generated after we have entered your order into our system, charged your card, and boxed the item for shipment.
#3 - UPS notification of your shipment. This is generated from UPS with information about your order - you can track shipments using the UPS Tracking # once you receive this e-mail. This will not be sent by UPS until typically 8 to 10PM the day that they ship the order.

You may get e-mails also if changes in shipping orders are required.

GETTING ORDER INFORMATION BY PHONE:
If required, you can contact ANY HRO location to see if your order has been processed and what the shipping status is. Orders processed on Friday afternoon or later in the weekend will ship Monday evening*.To obtain information about any order placed {in-store, phone, mail, fax or on-line} that is shipping simply identify yourself by callsign and/or name and address and your salesperson should in most cases be able to help you to obtain the current status of your order. Please note that the on-line order number {example 1703-1234-5678 } is NOT used in our internal ordering system and will not help to identify your order unless your are talking directly to the Internet Order Desk. It helps if you have part numbers of those items that you have ordered in some cases, so please have this information readily at hand if possible.

UPS ON-LINE TRACKING INFO:

KNOW YOUR HRO INVOICE NUMBER?
TRACK YOUR PACKAGE ON-LINE AT UPS {CLICK THE IMAGE}

Be sure to put the "-" character in the REFERENCE NUMBER search field at the UPS site. Failure to get tracking information using this method does not mean your order has not shipped, as this system is not 100% operational. Also, shipment from multiple HRO locations may give an error message {Hint: Try typing in your Postal Zip Code and also Destintation Country when entering the info as well}.

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HAVE YOUR UPS TRACKING NUMBER?
TRACK YOUR PACKAGE ON-LINE AT UPS {CLICK THE IMAGE}

Failure to get tracking information using this method does not mean your order has not shipped, as this system is not 100% operational. Note that you may have multiple packages in a shipment under a master UPS tracking #.

ON-LINE ORDERING STATUS:
Note that UPS normal operations are Monday - Friday - Tracking numbers will be available Monday Evening for orders processed over the weekend.

Exceptions: All export orders, orders submitted using a credit card that is issued outside the USA and orders where we cannot verify delivery information may be delayed until required credit card information is presented. If your card declined or the item is backordered we may have sent you an e-mail concerning this. Please see the International Ordering Page for information on international orders, if required. For those people requesting delivery to an address other than the billing address on the credit card, please look for an e-mail stating the status of your order [sent only if we are having trouble verifying the information].

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Please help us to process your order - if you have got an e-mail back from our server confirming receipt of your order, we have that order. Calling us by phone or e-mailing asking for confirmation will slow down processing of your order and everyone else's order. Of course, if there is an error or a change to your order, please do call us right away to advise of whatever changes are required.

*While orders processed in most cases {over 95% of orders} are shipped that day or the next available work day from the closest HRO store which the item in stock, the high volumes being encountered may sometimes delay shipping a day or two. If your credit card has not gone through or we cannot ship because we are not sending to your billing address and cannot verify information on your order you have been notified by e-mail or phone. For those items anticipated to have long lead times or if we need more information to complete your order please look for an e-mail or we may try to call you before processing the order.

A reminder to help us speed processing of all orders; Please do not call or e-mail asking for tracking numbers for orders submitted over the weekend as we cannot provide this information until the orders are processed for shipment the next BUSINESS day: {UPS notification for all orders over the weekend happens late Monday night}. Orders submitted Friday may be shipped the following Monday evening {next available UPS pickup day}.

For those orders not being sent by UPS we will try to expedite your order as soon as possible, but in many cases delivery by Mail or other freight services require special arrangements and delays should be expected.

E-MAIL STATUS:
Due to continuing high volumes of e-mail and delays receiving e-mail it is recommended that you call for information about orders processed. Please do not call the same day asking for a tracking number, as these are issued AFTER your order is shipped late in the evening of the shipment day {this can be Monday evening for orders submitted after about 3PM on Friday}. Every attempt will be made to respond in a reasonable time frame to e-mail requests; they are handled in the order received. If you do not get a response within 48 hours, please resend your request.

INFORMATION ABOUT YOUR ORDER:
Each order received should have a packing slip enclosed. Please check the packing slip and compare it to the goods that you have received. If you notice a discrepancy in what is on the packing slip, please contact the store listed as shipping this product to you right away with the details. Important information about your order may also be included on the packing slip; this may include information about products shipping from different HRO locations or items which have been placed on order for you {backordered items}.

E-MAIL & DELIVERY STATUS:
All on-line orders will have an automatic e-mail "echoing" your order back to you at the e-mail address you have specified in the order form, and a order sequence number will be assigned to your order. We having been getting a number of reports that e-mail notification has failed, or has been delayed. This is a result of high levels of junk e-mail and other related events on the Internet in general. If you do not get this e-mail within an hour or so of ordering, you may have a problem with your e-mail address {mail box full, you have entered your e-mail address incorrectly in the order form, or other problem[s] related to e-mail delivery}. If you are using software which requires us to visit a web site to enable e-mail you will not get any e-mail from HRO. Please check your "trash" mailbox as well, as it appears that messages can be sometimes considered to be "junk mail" by certain screening software!

If you cannot find an e-mail confirming the order, please contact the Internet Order Desk at 800-444-0047 - to prevent possible order duplication, be sure to mention that you tried to order on-line and the Internet Order Desk should be notified.

Most On-line orders should have a second e-mail following from UPS with your tracking information for those items in stock. This follow up e-mail is sent by UPS if their system is operating the same or next business late evening {keep in mind UPS does not consider Saturday or Sunday normal delivery days}. For those items not in stock, we will do everything we can to expedite delivery for you. Please keep in mind that your closest HRO location may not have your item available to ship and UPS ground delivery times can be up to 7 business days in USA. We may have to split the shipment from multiple HRO locations as well, so check your packing slip to see if there is a note indicating shipment from other locations. Please allow extra time for Special Order items not in stock.

If we are having a problem verifying information in your order, getting approval on your credit card or the item you are ordering is discontinued or has a long backorder status {to our knowledge at this time} which has prevented processing of your order, you should be notified by mail, e-mail or by phone. Since information entered on your order form is again entered manually into our computer system and UPS shipping system mistakes can happen. If you should notice an error, please contact us right away to let us know.

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