Can you help me with special order products that are not shown on the site?

Absolutely. Our in-house service team has access to thousands of products that can be customized for your particular needs. Please contact Customer Service at (847) 279-5019 or email us at

Can I order by telephone?

You can always place an order by telephone during the hours of 9am-4pm (EST) by calling (847) 279-5019..

Will I receive an order confirmation?

Yes. We will send you an email message confirming your order within 24 hours.

How do I check the status of my order?

Please contact Customer Service at (847) 279-5019 or email us at We will provide you with the anticipated delivery date, tracking numbers and carrier information.

When will my order ship?

All orders for stock product will ship within 24 hours. Custom orders ship in approximately 2 weeks.

How do you handle backorders?

We will notify you of all backorders and anticipated in-stock dates via email. If product is backordered, we can retain the backorder, substitute product, or cancel the backorder. We will retain the backorder and ship the product when it comes in unless otherwise notified, or product is no longer approved for use.

How do I return an item?

Please contact Customer Service at (847) 279-5019 or email us at We will issue you a return authorization number and provide you with return instructions to insure your credit is processed quickly. NOTE: Customized items cannot be returned.

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All Navien branded merchandise on this site is sold by a third party vendor.