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Account

Can I change my account email address?
To change your account email address, click My Account in the sidebar while logged in, then click the Edit tab. Enter your new email address in the appropriate field, then scroll down and click Save. It's a good idea to keep your account email address current, as we send site notifications (such as order receipts and shipping confirmations) here.

I forgot or need to reset my password.
You can automatically request a new password using this form, accessible underneath the sidebar login box. Simply enter your username or the email address tied to your account. Our system will send instructions to your account email address.

Can I change my username?
You can request a username change through if you contact us with your inquiry. Please make sure you include your account email address, your current username, and your desired username.

Privacy & Security

How do you protect sensitive information?
All sensitive information is transmitted using high-grade 256-bit encryption — the same industry-standard encryption used by banks. We erase your credit card number as soon as we process it.

Will you share my information with anyone?
Deep Reflection boasts a long-standing history of customer satisfaction since our founding in 1992. We will guard your information and will never share it with anyone. See our privacy policy for more info.

Is your site secure?
All sensitive information is transmitted using high-grade 256-bit encryption — the same industry-standard encryption used by banks. Check for https:// at the beginning of a URL to see if information on that page is being encrypted.

Product Info

Where can I get the Material Data Safety Sheet (MSDS) for a product?
Products that have MSDSs will have a PDF attachment near the bottom of the product's page. Simply download this PDF to retrieve the MSDS.

Ordering

How do I apply a coupon to my order?
When you checkout, you will see a Coupon discount pane just beneath your Billing address information. In the textbox that says Use a coupon, enter your coupon code, and hit Apply.

How do I get coupons?
We sometimes give out coupons through our newsletter, our Facebook fan page, and our Twitter page. You can also check our blog for information on current promotions and deals.

Can I change or cancel my order?
You may be able to cancel or change your order if you contact us before we begin packing your order at our warehouse. We do offer a satisfaction guarantee, so you can return any unwanted items for a refund.

How do I track my order or udpates?
Check your order status by visiting My Account and clicking on the Orders tab. Here you can see any changes in your order status, in addition to a tracking number. You will also receive an email when your order ships.

Returns

How do I return an item?
We offer refunds for unused and defective products. We will initiate the refund using a store credit or the original payment method. Fill out this form to initiate a return.

Do you pay return shipping costs?
Unless the return is due to our error, return shipping costs are the responsibility of the customer.

How will I receive my refund?
If we have approved your return, we will issue a refund using your original payment method for unused or defective products. We will issue a store credit for other types of approved returns.

Sales Tax

Do you charge sales tax?
In compliance with applicable state and federal laws, we charge current sales tax rates for orders shipped to North Carolina or Virginia, where we have facilities. Customers in other states should consult an accountant to learn about their tax responsibilities for online orders.

Shipping

What does shipping cost?
Shipping costs are determined by the weight of your order. We pull shipping quotes directly from the carrier's website, so you can accurate shipping quotes at checkout.

What is the turnaround / handling / processing time?
The handling time, or the amount of time we need before we ship a package, is about 3 business days. After we hand over your package to the carrier, depending on the shipping method you selected, delivery will take anywhere from 2-3 days or 5-10 days. We offer carrier speeds as fast as overnight delivery.

Can I choose a different shipping option, speed, or carrier?
We offer many different shipping speeds through UPS and FedEx, but if you would like to use a different shipping option than offered, please contact us us after you order so that we can make arrangements.

How will I know when my order ships?
Check your order status by visiting My Account and clicking on the Orders tab. Here you can see any changes in your order status, in addition to a tracking number. You will also receive an email when your order ships.

I live near your warehouse; can I pick my order up?
Yes, we do allow local customers to pick up their orders for free. Simply select Local Pick-Up option when you checkout. Click here for directions to our facility.