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FAQs

Shipping outside the U.S.? Visit our International Customer FAQ page.


Do I have to create an account to order online?
No, you can also place your order as a guest on our site. However, creating an account on our site makes it easier to shop in the future plus allows you to update or store information and create Wish Lists and Gift Registries.


What are the benefits of having an account?
Creating an account will give you access to all of the great features of our site, including:

Personal Information
Store or update your personal information for future shopping visits.

Address Book
A convenient place to store and edit your personal shipping addresses.

Wish Lists and and Gift Registries
A great way to let people know about those items you'd like to have.

Order & Item Histories
Information about all the orders you place using your account.


What if I forget my account password?
If you forget your password, simply go to the Password Recovery page, type in the email address you used to create your account, and we will send you an email with a new password.


What if the web is not recognizing my password?
Please try the following steps to correct the password problem:
  1. Please go to Forgot Your Password and request a new re-set password, if you have not done so already.
  2. You will receive an email with a temporary new password
    • If you have requested a new password more than once, please make sure you are using the most recent email issued (passwords from previous emails will not work)
    • As a reminder, these passwords are case-sensitive.
  3. Log into your account with your new temporary password and select the option to change your password
    • Create a new password that you can remember or you can use one you have previously used with our website.
  4. If you still cannot Log In, please send an email to Customer Service at custserv@improvementscatalog.com or call 1-800-634-9484.


What if I can’t empty my shopping cart?
Please try the steps below to try and correct any issues with emptying your shopping cart:
  1. Go to http://www.improvementscatalog.com and in the upper right hand corner click on shopping cart
  2. Listed under the quantity category, below the drop down box for the item amount, there is an option to “remove”
  3. Select this option continuously until all of the items have been emptied from your cart
  4. Tip: if there are a lot of items in your cart, you do not have to wait for one item to be removed before selecting the remove option again. You may continuously click on the “remove” next to each item and this should make the process go fairly quickly.


What if I can’t access my order history?
Please try the steps below to access your order history:
  1. Try entering your zip code both ways (with the additional four digits at the end, i.e. 12345-6789) and without.
  2. If this does not work, please contact Customer Service by phone at 1-800-634-9484 or by e-mail at custserv@improvementscatalog.com


What if I am receiving a CMN Error?
Please try the steps below to try and correct the “CMN Error” occurrence:
  1. Please, clear the cookies from the specific browser you are using.
    • For Internet Explorer
      1. Go to the TOOLS section in your web browser (For IE6, IE7 and IE8, its listed in the browser bar as ‘Tools’, in IE9, it looks like a small gear icon located in the upper right hand corner of the browser)
      2. Select INTERNET OPTIONS in the drop down box
      3. Under the ‘GENERAL’ tab, click the ‘DELETE’ button under the ‘Browsing History’ header
      4. The ‘Delete Browsing History’ window will appear, place a checkmark next to the ‘Cookies’ option (click inside the checkbox square) and then click on the ‘Delete’ button
      5. The window will return you to the Internet Options window ‘General’ tab, click “OK” to close the window
    • For Google Chrome
      1. Go to the TOOLS section in your web browser (it looks like a small wrench icon located in the upper right hand corner of the browser)
      2. Select ‘History’ in the drop down box
      3. Click the ‘Clear all browsing data’ button
      4. Close the browser and all the associated tabs
    • For Mozilla Firefox
      1. Go to the TOOLS section in your web browser (its listed in the browser bar as ‘Tools’)
      2. Select OPTIONS in the drop down box
      3. Go to the ‘PRIVACY’ tab and click on the “Remove Individual Cookies” link.
      4. In the list of cookies, you can scroll down to the ‘improvementscatalog.com’ cookie, click on it to highlight it and then click the “Remove Cookies” button (this will remove only the Improvements Catalog cookie. Alternatively, you can select the ‘Remove All Cookies’ button….WARNING….this will remove ALL COOKIES on your computer for this browser. This may result in some settings that you entered for certain sites will be wiped out and reset.
      5. Select “OK” to close the ‘Options’ window
    • For Apple Safari
      1. From the Safari menu, drop down to ‘Preferences’
      2. Click the ‘Security’ tab at the top (the lock icon)
      3. Click the “Show Cookies” button
      4. From here you can search for site specific cookies if you only want to remove those, or remove all cookies
      5. Click ‘Done’
  2. Then close out of all of your internet sessions that are open (if you have two browsers open such as Internet Explorer and Google Chrome, you must close all of them)
  3. If you are registered on our website with an account, please log in under the My Account link in the upper right hand corner of our website and proceed to check out
  4. If you are still receiving the CMN Error, we will need to gather more information from you. Please send an email to Customer Service at custserv@improvementscatalog.com so that we may forward it to our Website Team for troubleshooting help. Please respond with the following:
    • What page does the error appear on? (i.e. check out, sign in, shopping cart, etc.)
    • What were you doing when the error occurred? (i.e. clicking checkout, submit, etc.)
    • If you can send a screen shot or copy of the error, this will assist us greatly

This information will help us to better assist you quickly and efficiently.


What if the web is not recognizing my email address?
To ensure that you are in our system, we request that you re-register your information. This only takes about 2 minutes and will allow you to continue to place online orders with us, as well as check your order history. To do so, please follow these steps below:
  1. Go to http://www.improvementscatalog.com and in the upper right hand corner select sign in/register
  2. Select the register option on the right hand side of the screen
  3. Enter the required fields and you will be set to continue placing online orders!


What if I cannot add items to my cart?
The shopping cart is cookie based, your security setting or acceptance of cookies might be the issue. Check your cookies settings and if it’s set to ‘Block All’, you will not be able to place an order on our website without changing this setting.

You can also try resetting your cookies by following these steps: (Please note that this will clear your cookies for all websites, not just Improvements Catalog. This will not affect any stored passwords or temporary files).

  1. Please, clear the cookies from the specific browser you are using.
    • For Internet Explorer
      1. Go to the TOOLS section in your web browser (For IE6, IE7 and IE8, its listed in the browser bar as ‘Tools’, in IE9, it looks like a small gear icon located in the upper right hand corner of the browser)
      2. Select INTERNET OPTIONS in the drop down box
      3. Under the ‘GENERAL’ tab, click the ‘DELETE’ button under the ‘Browsing History’ header
      4. The ‘Delete Browsing History’ window will appear, place a checkmark next to the ‘Cookies’ option (click inside the checkbox square) and then click on the ‘Delete’ button
      5. The window will return you to the Internet Options window ‘General’ tab, click “OK” to close the window
    • For Google Chrome
      1. Go to the TOOLS section in your web browser (it looks like a small wrench icon located in the upper right hand corner of the browser)
      2. Select ‘History’ in the drop down box
      3. Click the ‘Clear all browsing data’ button
      4. Close the browser and all the associated tabs
    • For Mozilla Firefox
      1. Go to the TOOLS section in your web browser (its listed in the browser bar as ‘Tools’)
      2. Select OPTIONS in the drop down box
      3. Go to the ‘PRIVACY’ tab and click on the “Remove Individual Cookies” link.
      4. In the list of cookies, you can scroll down to the ‘improvementscatalog.com’ cookie, click on it to highlight it and then click the “Remove Cookies” button (this will remove only the Improvements Catalog cookie. Alternatively, you can select the ‘Remove All Cookies’ button….WARNING….this will remove ALL COOKIES on your computer for this browser. This may result in some settings that you entered for certain sites will be wiped out and reset.
      5. Select “OK” to close the ‘Options’ window
    • For Apple Safari
      1. From the Safari menu, drop down to ‘Preferences’
      2. Click the ‘Security’ tab at the top (the lock icon)
      3. Click the “Show Cookies” button
      4. From here you can search for site specific cookies if you only want to remove those, or remove all cookies
      5. Click ‘Done’
  2. Then close out of all of your internet sessions that are open (if you have two browsers open such as Internet Explorer and Google Chrome, you must close all of them)


What if I am having a problem placing an order on your website?
Please accept our apologies for the difficulty you have experienced with the Improvements Catalog website. In order to assist you and give us the opportunity to make updates, please take a moment to email us at
custserv@improvementscatalog.com and the answer the following questions:
  • Are you using a Macintosh or PC computer?
  • Can you tell us what operating system you are using (e.g., Mac OS 9.2, Windows 98, Windows XP, etc.)?
  • What web browser and version were you using (e.g., Internet Explorer 6.0, AOL 8.0, Netscape 8.0, MAC Safari, etc.)?
  • What type of Internet connection do you have (e.g., standard dial-up modem, DSL or other digital modem, T1, etc.)?
  • Do you experience similar performance with other websites?
  • What is the exact text of the error?
  • Do you have Anti Virus, Anti Spyware, or a Pop-up Blocker installed on your computer?
You can also try resetting your cookies by following these steps:(Please note that this will clear your cookies for all websites, not just Improvements Catalog. This will not affect any stored passwords or temporary files).
  1. Please, clear the cookies from the specific browser you are using.
    • For Internet Explorer
      1. Go to the TOOLS section in your web browser (For IE6, IE7 and IE8, its listed in the browser bar as ‘Tools’, in IE9, it looks like a small gear icon located in the upper right hand corner of the browser)
      2. Select INTERNET OPTIONS in the drop down box
      3. Under the ‘GENERAL’ tab, click the ‘DELETE’ button under the ‘Browsing History’ header
      4. The ‘Delete Browsing History’ window will appear, place a checkmark next to the ‘Cookies’ option (click inside the checkbox square) and then click on the ‘Delete’ button
      5. The window will return you to the Internet Options window ‘General’ tab, click “OK” to close the window
    • For Google Chrome
      1. Go to the TOOLS section in your web browser (it looks like a small wrench icon located in the upper right hand corner of the browser)
      2. Select ‘History’ in the drop down box
      3. Click the ‘Clear all browsing data’ button
      4. Close the browser and all the associated tabs
    • For Mozilla Firefox
      1. Go to the TOOLS section in your web browser (its listed in the browser bar as ‘Tools’)
      2. Select OPTIONS in the drop down box
      3. Go to the ‘PRIVACY’ tab and click on the “Remove Individual Cookies” link.
      4. In the list of cookies, you can scroll down to the ‘improvementscatalog.com’ cookie, click on it to highlight it and then click the “Remove Cookies” button (this will remove only the Improvements Catalog cookie. Alternatively, you can select the ‘Remove All Cookies’ button….WARNING….this will remove ALL COOKIES on your computer for this browser. This may result in some settings that you entered for certain sites will be wiped out and reset.
      5. Select “OK” to close the ‘Options’ window
    • For Apple Safari
      1. From the Safari menu, drop down to ‘Preferences’
      2. Click the ‘Security’ tab at the top (the lock icon)
      3. Click the “Show Cookies” button
      4. From here you can search for site specific cookies if you only want to remove those, or remove all cookies
      5. Click ‘Done’
  2. Then close out of all of your internet sessions that are open (if you have two browsers open such as Internet Explorer and Google Chrome, you must close all of them)
With this additional info, we should be able to help diagnose the problem you are experiencing. Thank you for your patience while we work to help you. In the meantime, please feel free to place your order over the phone with one of our customer service representatives at 1-800-634-9484.


What is a Wish List or a Gift Registry?
Once you have an Improvements online account, you can set up a Wish List or a Gift Registry of your favorite Improvements products. This easy-to-view shopping list is ideal for future reference, plus makes it convenient for others to shop for you. You can also create shopping lists of gift ideas for others, so you'll have a ready reference when needed. After you create or update your Wish List or Gift Registry, you can email it to friends or family.


How do I place an order?

ORDER ONLINE:
Order directly from any product page on our website by selecting the quantity of the products you wish to purchase and clicking on the "Add to Cart" button.

ORDER BY TOLL-FREE PHONE:
Call 1-800-634-9484 to speak with a Customer Service professional; available 24/7.

ORDER BY FAX:
Complete our catalog order form and fax toll-free to 1-888-368-2255.

ORDER BY MAIL:
Complete our catalog order form, include your method of payment, and send to Improvements Catalog, 5566 West Chester Rd., West Chester, OH 45069-2914.


Can I order an item that I see in the catalog but not on the website?
If you have the catalog item number for an item, and a catalog source code, click on the "Catalog Quick Shop" link at the top of any page. You can also search for the item using our "Search" box at the top right of every page. If neither of these take you to the item, please contact our Customer Service Department at 1-800-634-9484.

What is "Catalog Quick Shop"?
Catalog Quick Shop makes it quick and easy for you to place an order, using the printed Improvements Catalog you received in the mail. Simply enter the item number plus the catalog source from the green box on the back cover of your catalog. If the item you want is not listed on our website, please contact our Customer Service Department at 1-800-634-9484.

What methods of payment do you accept?
We accept Visa, MasterCard, Discover, or American Express. For mail orders, we also accept your check or money order. Improvements Gift Certificates are accepted for online, phone or mail orders.

What are your shipping and processing charges?
Click here for our latest shipping and processing charts.

Can I ship to multiple addresses?
Yes. Simply select "Ship to Multiple Addresses" in the "Order Review" section in the checkout process. Plus, if you're a registered user, you can select addresses from your address book or add a new address.

Why do some products have "Special Shipping Charges"?
This charge applies on heavyweight items, large or bulky items, and items shipped direct from the manufacturer.

What are my shipping options?

STANDARD DELIVERY
We ship via UPS Ground or USPS. Best ship method will be determined by us. FOB shipping point.

EXPRESS TWO-DAY SERVICE
Place your order by 4:00 pm ET and it will be delivered within two business days. Add $14.99 to the regular Shipping & Processing Charges for delivery in continental U.S.

NEXT BUSINESS-DAY DELIVERY SERVICE IN CONTINENTAL U.S.
Place your order by 4:00 pm ET and it will be delivered the next business day. Add $24.99 to the regular Shipping & Processing Charges.
Please note: Extra charges apply for shipping outside of the contiguous US (i.e. Alaska, Hawaii, Puerto Rico). Express and Next Business-Day Delivery are not available for delivery to a P.O. Box or RFD address. A complete street address and zip code are required. Certain items cannot be shipped by air.

  ADDITIONAL EXPRESS SHIPPING CHARGES APPLY:
Items marked with this symbol require an additional shipping charge for express delivery. Call for details.

THRU-THE-DOOR DELIVERY
Items noted with a truck icon in our catalog (or as "available by truck shipment only" online) exceed requirements for regular delivery and must be shipped via motor freight. The additional freight charge is indicated. These items are unloaded by the driver and placed inside the first-floor doorway, garage, or covered area of your choice; your assistance may be required. The freight carrier will call you to schedule a delivery appointment. Express delivery is not available on truck deliveries.


When will I receive my order?
This depends on the shipping method selected and whether the item is in stock or delivered directly from the manufacturer. Unless otherwise noted, delivery will take place as follows:
  • Standard delivery: within 3-7 business days
  • Truck deliveries: 1-2 weeks
  • Next-Day and 2nd-Day deliveries: orders must be received prior to 4 pm; weekday deliveries only
A shipping confirmation will be sent to your email address (if provided) once the item is on its way to you. You can check your order status online at any time.

Why sign up for emails?
As a preferred email customer, you'll receive exclusive offers and savings throughout the year, plus get first chance to preview our new catalog items. To sign up for our free exclusive emails, simply click here.

How do I place an international order?
International orders cannot be placed online. Please contact Customer Service (1-800-634-9484) to check on delivery availability and additional charges that may apply. If calling from outside the United States or Canada, please call 1-513-645-4069 to speak to a Customer Service representative, or you can fax your order to 1-513-645-4068. A shipping quote will be provided within 2 business days. Customer Service is available by phone 24/7.

Can I track my order on your website?
You can check the status of any Improvements order by clicking on the "Order Status " button at the top right of any page on our site, and following the directions. You will be asked to provide your order number, last name, and billing zip code. If you do not have your order number, please call 1-800-634-9484.

How can I cancel or update an order I placed online?
You may stop your order at any time prior to clicking the "Submit Order" button at the end of the checkout process. However, once an order is submitted, it cannot be changed (unless it is back-ordered) because we process orders several times throughout the day. If you have any questions, please call Customer Service at 1-800-634-9484.

How can I return or exchange an item I purchased?
To return an item, simply fill out the Exchange/Return form printed on the back of the packing slip enclosed with your package. Then return that form to us, along with your item(s), by either using the UPS return label included (fee will be deducted from your refund/exchange), or using the carrier of your choice.

If you no longer have your packing slip, include a note in your return listing your order number, name and address as well as why you are returning the item and if you want an exchange or credit. Pay for shipping using the carrier of your choice.

EASY RETURNS
If your purchase qualifies for an easy return, a return label has been provided with your shipment. Simply follow these easy steps:

  1. Complete the exchange/return section on the reverse side of your packing slip, indicate the return reason code, and include the slip with the items you are sending back.
  2. Affix the UPS return label (located on the front of the pack slip) over the original shipping label on your package and reseal it for shipment. Retain the UPS/ARS tracking number for your records.
  3. Drop the package with a UPS driver or UPS Store.

If you are returning merchandise for a refund or exchanging an item, the fee for using this label will be deducted from your total refund. If you are returning an item because it is damaged or defective, there will be NO CHARGE for using the label. If you prefer, you may use the standard return label on the packing slip and pay for your own shipping via the carrier of your choice.

THRU-THE-DOOR SHIPMENTS
Currently, return labels are not provided for items that ship directly from the manufacturer, items that weigh greater than 50 lbs., or items that require Truck or In-Home return service.

If your order was delivered via Truck or In-Home Service, please call us at 1-800-634-9484 to schedule a return pickup. We'll coordinate the pickup of any large Truck or In-Home item for return.


What's your Guarantee/Return Policy?
At Improvements, we're committed to providing products that perform as promised. If you're not happy with your purchase for any reason, let us know and we'll make it right. Simply return it within 90 days and we'll gladly replace it (providing the product is in stock) or refund your money (excluding S&H). The choice is yours. In addition, for up to a year from the date of purchase, you can exchange any item for the same product (providing it is in stock) or for a merchandise credit in the form of a gift certificate.

Exceptions:
Holiday merchandise returns will not be accepted after 30 days from the date of shipment.

Any products that are monogrammed, customized or made-to-order cannot be returned or exchanged unless damaged or defective.


How will I be reimbursed for my return?
Your reimbursement will be based on your original payment method:
  • If you paid by credit card, a credit will be issued to your card on the day your return is processed (although it may take up to two billing cycles for the credit to appear on your monthly statement).
  • If you paid by check, a refund check will be issued to you the day your return is processed. Please allow up to 15 days for you to receive the check.

How can I check my return status?
Simply call Customer Service at 1-800-634-9484.

Is it safe to order from you over the Internet?
Improvements protects your online order information by using Secure Sockets Layer (SSL) technology. SSL digitally encrypts your order, making it undecipherable to anyone except Improvements. To take advantage of secure shopping, you must have an SSL-compatible browser such as Netscape or Internet Explorer. Some browsers and firewalls do not allow access to secure servers and will therefore limit your shopping experience. Our site is tested and certified daily to pass the McAfee Secure Security Scan.

How does your site protect my privacy?
See our website for our Online Security and Privacy Policy pages for details.

How can I become an Improvements vendor?

Throughout the year, many fine companies contact us with exciting products to consider for inclusion in the Improvements catalog.

In order for us to fairly evaluate each new opportunity, we ask that you submit your product information in writing on your organization's letterhead, along with any brochures or relevant printed information that may clarify the features and benefits of your offering.

Your information will be forwarded to the buyer for the appropriate category. If your products meet our current merchandising needs and standards of quality, we'll contact you to discuss further business opportunities.

Please send your request and materials to the following address:

Improvements Catalog
New Vendor Inquiry
16501 Rockside Rd.
Maple Hts., OH 44137

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