FAQs

Q: Is my customer information kept safe and confidential?
A: Yes, we value our relationship with you and we hold your personal information in the strictest confidence. We use industry-standard 128-bit to 256-bit encrypted SSL (Secure Socket Layer) to protect your information. As an additional layer of customer security, we do not store customer's credit card numbers on the HT MART server. Click Here for our Privacy Policy.

Q: Do you store my credit card number on your servers?
A: No, we do not, unless you specifically request us to do so (such as companies who order frequently from us). Many companies store credit card numbers, so you do not have to remember it, however there is a danger that their servers may be hacked and your number stolen. That is why we choose not to store credit card numbers, for our customer's peace-of-mind and security.

Q: I forgot my password, what should I do?
A: At this time, we do not have password recovery software, so you may have to create a new account by logging in with different information.  

Q: I placed an order, submitted a question, or signed up for your newsletter, but have not yet received any emails from you, what should I do?
A: Please allow 24-48 hours before receiving a response from HT MART. If you still have not received an email from HT MART, check your JUNK or SPAM email folders and make sure our email didn't inadvertently get redirected to one of those mail folders. If you are using a business or educational institution email account, our emails may be blocked by your company's firewall. If you are unable to receive our emails, please contact us and provide an alternate email address.

Q: How much time does it take to process and ship an order?
A: All orders are typically processed within 24-48 hours (excluding weekends and holidays) and once credit approval has been obtained, your order will ship ASAP. Orders that are placed before 11:30 AM PST are typically processed the same day that they are placed. Most products will ship out within 1-4 business days. Custom and/or Personalized items will take additional time to prepare before delivery.

Q: Will I receive an order Tracking Number?
A: The majority of all shipments have either a UPS or FedEx tracking number. A few of our products ship via USPS and may have a Delivery Confirmation number if shipped via Priority Mail. Tracking numbers will be emailed to the email address you provide during checkout. Tracking Numbers are typically sent out the day after the package has shipped.

Q: I ordered 2 products, but how come only 1 product was shipped?
A: If you ordered more than 1 item, we may send them to you in separate shipments to provide faster service. This is especially true if one item is custom, and another item is non-custom.

Q: How come "Next Day", "2nd Day" and "3-Day" deliveries sometimes take longer than that to arrive?
A: Orders shipped via "Next Day", "2nd Day" and "3-Day" are delivered to you the next day, 2nd day or 3rd day from the day they are shipped. Orders may take 24-48 hours to process (excluding weekends and holidays) and therefore may not always ship on the day the order was placed. The time of day can also affect shipping time and some orders take longer to pack and ship due to the nature of the products. Custom and personalized orders also require a longer amount of time to complete before the order can be shipped via your chosen method.

Q: Is sales tax added to my order total?
A: We add sales tax for all orders shipped to addresses within the states of California (CA).

Q: What payment methods do you accept?
A: We accept Visa, Mastercard, Discover Card, American Express and all methods currently accepted by PayPal, such as a direct withdrawal from your PayPal linked bank account. We also accept HT Mart issued Gift Certificates. We are not able to accept cash, personal checks and money orders, nor do we accept C.O.D. orders. Official U.S. based businesses and government institutions also have the option to pay by Business Check or Cashier's (Bank) Check with prior approval.

Q: How do I redeem a HT MART Gift Certificate?
A: Simply add your products to your cart. When you are ready to pay, click the Checkout button and choose "Gift Certificate" for the payment method. You will then be asked to enter your Gift Certificate ID number. If your gift certificate amount is not large enough to cover the complete order total, the cart will re-calculate the remainder and you can then choose to pay the remainder via Credit Card or PayPal. Each unique Gift Cert ID may be used only 1 time (even if the amount is not totally used up the first time).

Q: How do I use a Discount Coupon Code that I received?
A: Add all the products you would like to purchase to your cart. When you are ready to checkout, if you are not already on "Your shopping cart" page, then click the "CART" text link or shopping cart icon at the top of any HT MART page. Next, scroll to the bottom of the shopping cart page, and you will see a box to enter your Discount Coupon Code. Enter it exactly as provided, as the entry is case-sensitive, then click the "Submit" text link or "GO" button. The Shopping Cart will then recalculate your order total.

Q: What is the CVV code, and why do I need it to Checkout?
A: The Card Verification Code (CVV or CVV2) is a security feature to help verify that you are in possession of the credit card and not using a stolen credit card number. The CVV is required by most merchants for online “card not present” transactions and helps reduce fraud. The 3-digit CVV code can be found on the back of a Visa, Mastercard, or Discover card in the Signature area after the last 4 digits of the credit card number. On an American Express card, the 4-digit CVV code is located on the front of the card, above the credit card number.

Q: Can multiple payments be accepted for a single order?
A: No, buyers must pay for an entire order via a single full payment.

Q: Do you accept Purchase Orders?
A: Yes, we can accept Purchase Orders from other companies on a cash basis (i.e. payment via credit card). During checkout, there is a place to enter your PO Number.

Q: Do you offer Layaway or Pre-Payment Plans for merchandise?
A: Currently, this is something we do not offer as our product stock and availability vary with time.

Q: Who can I email for issues regarding my online order?
A: Please email us: [email protected] or call 1-877-648-6278 to  with your order questions.

Q: What are your hours of operation?
A: Our web based storefront is open 24/7 to view products and place orders. However, orders are processed and shipped during regular business hours, Monday through Friday 8am to 5pm EST. Orders placed on weekends, national holidays and legal work holidays are typically processed the following business day.

Q: Can I view your products in a showroom or pick up an item at a local store, so I don't have to pay for shipping?
A: Currently, we are strictly an online storefront with products shipping directly from various order fulfillment locations across the U.S. Therefore, we do not have any local showroom or pick-up option at this time.

Q: I saw a home theatre product on another website, but not on your site... any chance you will carry it?
A: Yes, please send us an email with a description of the home theater product you are interested in. If you have a link to another site with that product, you may include it in your email. We will check with our product suppliers and see if we can carry the product and get promptly back to you.

Q: If I add an item to the shopping cart, am I under any obligation to purchase the product?
A: No, sometimes when we are offering a special sale price, the only way to view this special price is to add the product to your shopping cart. Once it is added to your cart, you can see the special sale price, at which time you may choose to remove the product from your shopping cart.

Q: What if I am interrupted from my online shopping experience, can I resume at a later time?
A: Yes, if you are a registered customer and you saved your cart during a previous visit, you can pick up where you left off, the next time you log into your account from any computer. If you left products in your cart and are not a registered customer, these products will still be in your cart during your next visit, as long as, you are using the same computer.

Q: What is a "Factory-Reconditioned" product and how do I identify one?
A: "Factory-Reconditioned" products are returned items that have been checked for proper working condition and quality. The price you pay for a reconditioned item is much lower than at retail. By law, an item must be identified as reconditioned or refurbished to be resold. We note these products on our site with (R) at the end of the product name. Less than 1% of our products are factory-reconditioned.

Q: What is your return policy?
A: Click Here to view our Return Policy.

Q: Can I get technical help for a product I purchased online?
A: For technical support, please contact the manufacturer of the product.

Q: Do you accept international orders?
A: At this time, we are not accepting international orders or international credit cards.

Q: How much will my shipping charges cost?
A: During the online order process, you will be presented with all available shipping options and shipping costs before submitting any credit card information. Click Here to view our Shipping Policy.

Q: Can you ship to a P.O. Box?
A: We cannot ship to PO Boxes, APO, FPO, Hotels, Prisons, or addresses outside of the continental United States including Guam, Puerto Rico and the Virgin Islands.

Q: Can I ship to a different address than the address on my credit card?
A: If your shipping address is different from your billing address, your credit card verification may fail. To prevent this, please contact your credit card company by calling the toll-free number on the back of your credit card, and establish an alternate shipping address with the card issuer. This typically needs to be done 24-48 hours before placing an order. Any PayPal verified address on your PayPal account is also acceptable for delivery.

Q: I have a Home Theater product-line that I would like to sell, are you interested in carrying it?
A: Please Contact Us with further details regarding your product and your Reseller program for Dealers and we will evaluate it.

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Please Contact Us ith any other questions you may have regarding our policies.

HT MART FAQ last updated on August 15, 2019