trulyMAD IN HOUSTON IDENTITY
What does the MAD in trulyMAD stand for?
Making A Difference! We’re a social enterprise that sells office products and gives back 20% of our net proceeds to local charities and nonprofits with every purchase. Some might say we’re mad, but we believe that giving back is the way business ought be conducted!
What do you do?
Our guiding tenets are Supplying Houston, Growing Together, and Being the Change! With these objectives in mind, we pursue the creation of a long-term, meaningful relationship with our community to affect change and embed our business model.
How do you do this?
We partner with visible community leaders in the Houston area and vett charitable candidates. By doing our research, we are able to feature nonprofits endorsed by local sentiment and metrics on our website to make sure that our fundraising goes to the right place. We’re constantly on the search for fellow do-gooders and are happy to take tips from whomever would like to reach out!
Where do you send the products from?
Our warehouses are based in Houston, but we have access to a network of national warehouses that will allow you to purchase whatever you’d like. If we’re out of stock in Houston, we can source it from Dallas, and so on across the country.
How long will it take to get my order?
To ensure that our orders are filled quickly, we use UPS as well as local delivery organizations to get your business its order in a day or less. With larger items that require delivery by freight, we’re still able to get it to you in 2-3 days, tops! Not only are we fast, but by sourcing locally, we reduce everyone’s carbon footprint along the way!
What does it mean when I'm told my order is processing, shipped, item(s) not available, or canceled?
- Processing means we've received your order and are in the process of filling it.
- Shipped means we've filled this portion of your order. It's on the delivery truck and will be delivered soon.
- Item(s) Not Available means this portion of your order was not filled.
- Canceled means the order was canceled by either the customer or by trulyMAD in Houston.
How will I know whether my order has been shipped?
When you place an order with trulyMAD in Houston, we'll send you an email confirmation to let you know when it's been shipped and is on its way.
What methods of payment do you accept?
We accept the following methods of payment:
- All major credit cards
- Bank Checks (if you’ve been approved for credit terms)
What is freight shipping?
Freight shipping is a kind of transport specifically for large and unwieldy items that a normal delivery truck or service couldn’t handle.
What does freight shipping cost?
Freight shipping costs $65 for the first freight item in an order and then $20 for each additional freight items in the same order. It will appear as so:
- First freight item: $65
- Second freight item: $20
- Third freight item: $20
- And so on!
Note: For each new, unique order, the first freight item will always cost $65 and then drop down to $20 per item.
Will freight shipping affect delivery time?
Freight shipments are larger and thus require up to an extra day to deliver. We are still able to make deliveries by freight in a day, but for the sake of variability, will say that the average delivery time will be 1-2 business days during the hours of 9:00 a.m. to 5:00 p.m.
How can I check on my order's delivery status?
When your order with trulyMAD in Houston has shipped, we will send you an email with the tracking number and carrier for you to check the delivery status.
What if I don't receive my order by the scheduled delivery date?
If you don't receive your order by 5:00 pm on the scheduled delivery date, let us know. Keep in mind that UPS may deliver to residential addresses until 7:00 pm.
What do I do if I forget my UPS tracking number?
If you're a trulyMAD in Houston customer, you’ll receive your UPS Tracking Number in an automatic email. Should you forget or misplace it, you’ll be able to find it in your order tab in your online account!
I received most of my order, but I'm missing one item, what should I do?
First check your order and shipment confirmation emails to determine if your missing item is scheduled to ship separately. If your missing item was scheduled to arrive with other items, but was missing, please contact email@example.com for assistance.
How long will it take for my order to be delivered?
We will provide you with an estimated time of delivery when you place your order. Generally speaking, orders are delivered within 24 hours during regular business hours, unless they are freight orders in which case they can take up to three (3) business days to deliver.
What time can I expect my order to be delivered?
trulyMAD in Houston delivers between regular business hours of 9:00 am to 5:00 pm, Monday through Friday. As our drivers’ route varies based on their delivery schedule, we cannot guarantee an exact time of delivery.
Can I specify a delivery date/time for my order?
Orders are filled as quickly as possible, so pursuant to that we are unable to specify an exact delivery date/time.
What happens if my item arrived and it was defective?
Get in touch with firstname.lastname@example.org within 48 hours of delivery. We’ll make sure to get you a replacement for no additional charge and take care of the defective item for you, but only if you contact us within 48 hours.
Do you only deliver to Houston?
We are trulyMAD in Houston, but we have the infrastructure to deliver anywhere in the continental United States! If you order from elsewhere, we automatically source our goods from the nearest warehouses to you to ensure our signature speedy delivery!
Can you deliver outside of the United States?
trulyMAD does not deliver to Hawaii, Alaska, American Territories, or outside of the continental United States.
Why weren't all my items shipped from the same location?
Due to the location of our inventory, multiple item orders may be shipped from different warehouses with different order numbers. We will not charge you extra for split shipments. The invoice you receive with your order will tell you which items have been shipped separately, and you can use Order Tracking to see if the rest of your order is on its way. If your shipment(s) arrives and you still have questions about items missing from your order, please contact us and one of our Customer Service Representatives will be happy to assist you.
I'm buying furniture. Can trulyMAD in Houston assemble it for me?
Generally, trulyMAD in Houston does not assemble products before, during, or after delivery.
When will my furniture order be delivered?
Most furniture orders are available for next-business-day delivery, between 9:00 am and 5:00 pm, Monday through Friday, excluding holidays, as defined by region and availability. We'll notify you if there's an exception. When you place your order, you'll be informed of your delivery day, or you can contact email@example.com for the furniture delivery days in your area. Some furniture can be large enough to be delivered by freight, as previously outlined in the freight FAQ and take up to an extra day for delivery.
What’s your return policy?
We charge a 15% restocking fee for all returned products. The customer is responsible for freight costs to send the product back to our warehouse.
All products must be returned within 14 days (two weeks) of original purchase.
Office furniture must be returned in the original packaging, with all components and manuals. Preassembled, manufacturer direct, custom, and special order furniture will not be eligible for return.
Office supplies need to be in “new” condition, with all accessories, manuals, and registrations included in the original packaging to be eligible for return. We cannot accept returns for any food products and liquid hand sanitizers due to safety concerns.
Technology products will only be accepted for return in the original packing with all the manuals and accessories. If you’ve opened the product, we’ll charge you an additional 15% restocking fee. Technology products consist of, but may not be limited to, desktop computers, laptop computers, notebook computers, tablets, monitors, digital cameras, business machines, networking equipment, projectors, cash registers, digital picture frames, shredders, and telephones.
How do I make the return?
Get in touch with us at firstname.lastname@example.org and let us know what the issue is. All returns must be approved by us prior to shipment back to our warehouse. When we approve your return, we’ll issue you a Return Merchandise Authorizations (RMA). No unauthorized returns will be accepted. We’ll refund your money using the method you paid once the products have been received and inspected.
On occasion, products may arrive damaged at the customer’s location. In this event, the damaged items are only returnable if the customer reports the issue to us at email@example.com within 48 hours from when the order was received by them.
Are any products non-returnable?
The following products are non-returnable:
- Food items
- Liquid hand sanitizers
- Special order items
- OEM toner
- Other items designated as non-returnable on our website