FAQs

Do you ship outside the Continental US?
Yes, we ship to Hawaii, Alaska, and Canada, however you must call us to place an order. Due to higher shipping costs, the Standard Shipping option is not applicable. Please call us, toll free at (866)-258-1554 or our local number (608)-244-1226, if you would like a shipping quote.

Who can order from your website?
We specialize in servicing the individual, but companies are more than welcome to place orders too. We do not have a minimum order amount, so feel free to order as little or as much as you want!

How do I properly measure for a floor register or grille?
It is an industry standard to measure the duct work or actual hole in the floor. Take out the existing floor register or grille, and measure the length and width of the opening in inches. Do not measure the faceplate of the existing register or grille and always measure the hole size twice. Still need more help? Read our informative blog on how to properly measure for a floor register.

What is the difference between a floor register and a floor return grill?
A register is an adjustable, vent device through which heated or cooled air is released into a room. Registers have a fully adjustable damper which allow you to manage airflow. Floor return air grilles are used as return or exhaust air inlets to the ducts in your home. Because air does not come out of returns, adjustable dampers are typically not included.

How do I measure for a cabinet, window or door insert?

• Determine the overall size of the opening you would like your insert to fit. Measuring the width and then the height.
• Once you have the overall size, you will want to decide how thick the border/frame will be. This will not change the size of insert, it only determines how much you will see of the border/frame.
• Need a thicker border/frame that is not listed, please contact us at 608-244-1226 or sales@installerstore.com for further info

Do I need to setup an account to place an order online?
No, you don't need to setup an account to place your order. Setting up an account simply allows you to save your billing and shipping information, so you do not have to enter it on every order. An account also allows you to setup multiple shipping addresses, view previous orders, or request an RMA (Return Merchandise Authorization) Number.

When can I talk to a live person?
Customer service is available Monday through Friday, 8:00am - 5:00pm Central Standard Time.

How can I place my order?
You can place an order several ways:

• Online: Use a major credit card, Paypal, or Amazon pay.
• Call us:Toll free at (866)-258-1554 or our local number at (608)-244-1226 (Major Credit Card Needed). Please see regular business hours above.
• Fax us at: 608-243-8240. Select this option at checkout. This saves your order, and allows you to print a copy of it. Then fax it in.
• Mail-In-An-Order: Select this option at checkout. This saves your order, and allows you to print a copy of it. Then mail it in to us along with a check or money order.

***Orders are not processed until payment is received.

I haven't received my tracking information. Why is my order taking so long?
Custom items have a lead time that is stated on the product page of the item you ordered and depending on the custom item, the lead times vary. Only a few items are quick ship and stocked items, which is stated on the product page. For additional information please contact us.

I received an AVS Mismatch Error when checking out. What do I do?
For security reasons we verify the billing address on file with your credit card company. An AVS Mismatch Error could mean one of the following:

1. The Billing Address you entered does not match what your credit card company has on file. If you have moved recently, it may not have been updated by your credit card company yet. We have no control over this. Try using your old billing address to see if it solves the problem. Please remember that Billing Addresses & Shipping Addresses can be different.
2. Your credit card was not issued in the USA. Our website will not accept orders outside the continental US. Please contact us for additional payment options or for a shipping quote if needed.
3. You are trying to use a gift credit card. Not all gift credit cards are compatible with gateway transactions (Online Purchases). Please call us, and we can try to manually process your card. Another option would be to use a normal credit card.

I tried to place an order several times but it did not go through. Now my credit card company says that I have been charged all those times. What is going on?
When you attempt to make a purchase using your credit card, the transaction "Pings" your credit card account for the amount of the purchase, whether it is approved or declined. Since each attempt to make a purchase is considered a separate charge (This prevents sellers from initially charging one amount & then going back and changing that amount), this "Ping" tells the credit card company to reserve that amount for each attempt you make.

If the transaction is declined, then these "Pings" will fall off your account approximately three business days after the attempt was made. The amount of time depends entirely upon your credit card company. We have no control over this. If you need these "Pings" off your account sooner, please call your credit card company and they should be able to manually remove them.

What is your return policy?
Please see our Shipping & Returns page for this information.

Not seeing your question?
If you are uncertain if you have ordered the correct item or you have any further questions, you may always contact us at: 866-258-1554 or 608-244-1226, or E-mail us at: sales@installerstore.com. Please see our regular business hours above.