Account Info

• Do I have to create an account to order online?
• Why should I have an account?
• What if I forget my account password?
• What is a "wish list" and how do I use it?

Ordering, Exchanges, Returns

• How do I place an order?
• Can I order an item that I see in the catalog but not on the website?
• What is "Catalog Quick Shop?
• What methods of payment do you accept?
• What are your shipping and processing charges?
• Can I ship to multiple addresses?
• Why do some products have "Oversize Charges"?
• What are my shipping options?
• When will my order be shipped/received?
• How do I place an international order?
• Can I track my order on your website?
• How can I cancel or update an order I placed online?
• How can I return or exchange an item I purchased?
• What's your Guarantee/Return Policy?
• How will I be reimbursed for my return?
• How can I check my return status?

Security & Privacy

• Is it safe to order from you over the Internet?
• How does your site protect my privacy?

Misc.

• Where can I find an Improvements Outlet Store?
• How can I become an Improvements vendor?

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 has the following benefits: save your address book of shipping addresses of your friends and family; store your personal billing information; your selections will be saved in your shopping basket; create your own "wish list".

Why should I have an account?

Because ordering will be easier and faster in the future. You'll have your personal information, address book, wish lists, order history, etc. just a few clicks away.

What if I forget my account password?

If you forget your password, or need to modify or update information in your account (such as adding a new shipping destination or changing your credit card info), browse to the "My Account" section, and click the "Forgot Your Password?" link. When the "Forgot Your Password" page appears, type-in the email address you used to create your account, and we will send you an email with a new password that you can later change.

What is a "wish list" and how do I use it?

Use Wish Lists to create and maintain lists of the items you'd like to receive, and then email them to your friends and family. (You must register for an account to use this function.) Simply click on the "Wish List" in the "My Account" section to start creating your wish list.

How do I place an order?

ORDER ONLINE: Order directly from any product page on our web site by simply selecting the quantity of the products you wish to purchase and clicking on the "Add to Basket" button.
ORDER BY TOLL-FREE PHONE: Call 1-800-621-8258 any time to speak with a Customer Service professional.
ORDER BY FAX: 1-888-368-2255.
ORDER BY MAIL: Send the order form from our catalog to: Alsto 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 bring up the item you were looking for, please contact our Customer Service Department at 1-800-621-8258.

What is "Catalog Quick Shop"?

"Catalog Quick Shop" makes it quick and easy for you to place an order. If you have a printed Improvements Catalog handy, you can order through "Catalog Quick Shop". You will simply need to enter the item number and the catalog source code from the back cover of your catalog.

What methods of payment do you accept?

We accept your check or money order, Visa, MasterCard, Discover, American Express, or the Improvements Credit Card (ICC effective 10/25/07).

What are your shipping and processing charges?

See our website for our latest charts: http://www.alsto.com/category/customer+service/shipping+information.do

Can I ship to multiple addresses?

Yes. Simply select "Ship items in this order to more than one address" in the "Shipping Options" section in Step 4 of the checkout process. As a registered user, you can select addresses from your address book or add a new address.

Why do some products have "Oversize Charges"?

This charge applies on heavyweight items, large or bulky items, and items shipped direct from the factory.

What are my shipping options?

STANDARD DELIVERY:
We ship via UPS Ground or USPS. 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 $10 to the regular Shipping & Processing Charges for delivery in continental U.S.

NEXT BUSINESS-DAY DELIVERY SERVICE IN CONTINENTAL U.S.:
Add $20 to the regular Shipping & Processing Charges.

For anything other than Standard delivery, a complete street address and zip code are required; not for delivery to P.O. Box or RFD address. Certain items cannot be shipped by air.

* Shipping charges include order processing and handling fees as well.

TRUCK SHIPMENT:
Items requiring truck shipment exceed requirements for regular delivery and must be shipped via motor freight. The additional freight charge is noted on our website. These items are delivered "curbside" and you may require assistance moving them into your home. The freight carrier will call you to schedule a delivery appointment. Express delivery is not available on truck deliveries.

When will my order be shipped/received?

This depends on the shipping method selected and whether the item is in stock or delivered directly from the manufacturer. In general, items using standard delivery ship within 3-5 business days; truck deliveries take 1-2 weeks; and Next-Day and 2nd-Day deliveries can be shipped to arrive Mondays through Fridays.

How do I place an international order?

International orders cannot be placed online. Please contact Customer Service to check on delivery availability and additional charges that may apply. If calling from outside the United States or Canada, please call 513.645.4067 to speak to a Customer Service representative, or you can fax your order to 513.645.4068.

Can I track my order on your website?

You can check the status of any Improvements order by clicking on the "Order Tracking" 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 1-800-621-8258.

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 1-800-621-8258.

How can I return or exchange an item I purchased?

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, please contact Customer Service at 1-800-621-8258.

If you qualify for easy returns a return label has been provided with your shipment. You will simply need to 1.) Complete the exhange/return section on the reverse side of your packing slip and include it with the items you are sending back, 2.) Affix the UPS return label, on the frot 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, the fee for using this label is $8.95, which will be deducted from your total refund. If you are making an exchange, 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.

What's your Guarantee/Return Policy?

If you're not satisfied with your purchase, let us know and we'll make it right. Within 60 days, we'll gladly replace it, refund your money (excluding delivery charges), or credit you for other items, your choice. After 60 days, items may be exchanged for the same product or for merchandise credit in the form of a gift certificate.

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. It may then take up to 15 days for you to receive the check.

How can I check my return status?

Simply call Customer Service at 1-800-621-8258.

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. We are also Verisign-secured and Hacker Safe.

How does your site protect my privacy?

See our website for our Privacy Policy: http://www.alsto.com/category/customer+service/privacy+faqs.do

Where can I find an Alsto Outlet Store?

Our outlet store is conveniently located in the Cincinnati, Ohio area. It's worth the trip, because our store is only one part of a multi-store Catalog Outlet Center. It's at 8939 Union Centre Blvd., near the junction of I-75 and I-275, in West Chester, Ohio. Open Monday thru Saturday 10-6; Sunday noon-6. Call (513) 645-4300.

How can I become an Alsto vendor?

If you have an item you think Alsto Catalog would be interested in, feel free to send a photograph of your item, along with your name, address, daytime phone number and a description of your product, to:

Alsto Catalog
Product Consideration, Merchandising
5201 Richmond Road
Cleveland, OH 44146-1332

Please allow our merchandise department 30 to 60 days to review your item. If they are interested in your product, you will be contacted. All submissions become property of Improvements Catalog and will not be returned.