FAQS

ORDER PROCESSING EXPECTATIONS

Orders placed after 4 pm ET will be processed and considered the next business day. If your order was placed after 4pm ET on a Friday, your order will be processed the following Monday. This is especially important for overnight orders. 

If you need a Saturday delivery, please call your order in by 4pm (904-436-6540) to ensure that option is available in your area.


 

My Account

How do I create an account?
Click the “My Account” link in the top navigation of our site or simply navigate to a product and add it to your cart. You will then be prompted to log in or “Create an account”.

 

If you have an account, enter your email address and password. 
If you need to register for the first time, select “Create an account”.

 

Then simply follow the prompts to complete setting up your account. Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.
 

How do I edit my account information?
Under “My Account”, log in and then click on your account name in the drop down. Select “Account Settings” to edit your account information.

 

I forgot my password.
Click the “My Account” link in the top navigation of our site. Under the login box you’ll see a link that says, “Forgot your password?”. Click that link and enter your email address where prompted. That link will send an email to you with instructions to reset your password.

 

How do I add products to Frequently Ordered Products?
Creating lists and adding product to FREQUENTLY ORDERED PRODUCTS will help you save time and accuracy on repeated orders. Our team can work with you or your purchaser to help build these valuable lists.

Watch this short video to learn how to utilize this feature:


 

General

How do I find my product?
To find the product(s) you are looking for, you may (1) use the navigation menu on the top of our website, or (2) type a keyword into the SEARCH bar. Additionally, filters are provided on broad searches to assist in narrowing the results. If you have any trouble locating a product, feel free to contact customer service for assistance.

 

How do I navigate the site?
To navigate this website, simply click on a category you might be interested in. Expand the menu at the top of our webstore to see our product categories. QUICK TIP: Place your mouse cursor over anything you think could be a clickable link. You will notice that anytime you scroll over something that is a link, your mouse cursor will become a “hand”, whereas scrolling over anything that is NOT a link will leave your cursor as an “arrow”. You may also type a keyword or product code into the SEARCH bar to quickly find a specific product. If you have any trouble locating a product, feel free to contact customer service for assistance.

 

How do I contact you?
Navigate to the ‘Contact Us’ link in the header or footer of the website to send us a message. 

Or you can send us an email at [email protected] Don’t forget to add @movora.com as a safe sender!

 

What is your Privacy Policy?
We value your privacy. Please view our Privacy Policy for complete details on how we use the information we collect.

 

Is your website secure?
This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security.


 

Shipping & Order Status

When will my order ship?
After placing your order, you may click the “My Account” link in the footer of our site to track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of shipment.

 

How much is shipping?
Shipping is flat rate based on the method you choose. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices. Make your selection and proceed to the next step.

 

How do the holidays affect the shipping of my order?
Orders will be processed on open business days. If an order is placed on a holiday, it will be processed the following business day. Please allow for extra days in transit when there is a weekday holiday. We will notify customers via email of upcoming holidays and office closures. Please be sure to sign up to receive notifications from us to ensure you are aware of these dates.

 

Has my order shipped?
Under “My Account” in the top navigation of our site, select “Orders” to view their status. You will also receive a shipping notification via email when your order has shipped.

 

How do I change quantities or cancel an item in my order?
While your cart is still active, you may adjust the quantities in your cart or remove products. Please note that once an order has begun processing or has shipped, the order is no longer editable. You will need to call 904-436-6540 to adjust this.

 

How do I track my order?
Under My Account in the top navigation of our site, select “Orders” to check the status. If your order has shipped, you will find tracking information here.

 

My order never arrived.
Under My Account in the top navigation of our site, select “Orders” to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of “delivered”, please contact customer service for assistance.

 

An item is missing from my shipment.
Under My Account in the top navigation of our site, select “Orders” to be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of “delivered”, please contact customer service for assistance. Have your Sales Order number handy as well as payment method and order date.

 

When will my backorder arrive?
Backordered items are those which our suppliers are unable to predict when they will have more in stock, but as soon as they do, we will be able to ship the item to you. Backorders can be added to the cart and will ship immediately when available. Your order may ship with a status of partially shipped indicating there are some backordered items. We can assure you when your backorder is in, it will be processed and sent immediately.

 

Why do I see a date for backorders to come back into stock?
We do our best to estimate when a product may be back in stock, but we cannot guarantee it. If you are ordering something you will need by a certain date and it is backordered, we suggest calling a Customer Account Specialist to make the best decision for your order.

 

What does it mean when I see final sale on my invoice, packing slip or in an online description?
FINAL SALE designation means we will no longer sell this product once our inventory has been depleted. We will not backorder this product. FINAL SALE products are not eligible for exchange or return. Exchange will happen if, and only if, the product is damaged and unusable. In this case, an equivalent product will be substituted for exchange in its place.

 

How do I return my product?
If you feel that you have received a package with missing or incorrect product, please contact customer service within 48 hours of receiving the product.

 

Click the Return Policy link in the footer and follow the instructions on the page to create a Return Merchandise Authorization (RMA) request and to read our complete Return Policy. YOU MUST INCLUDE A CERTIFICATE OF STERILIZATION available by clicking on the link in the returns page. ALL returns must be accompanied by one – even if the item was not used.


 

Payment, Pricing & Billing

What are my payment options?
During the checkout process you may choose any of our current payment options and continue to place your order. Currently, you can only submit an order via your online Movora account, we do not accept payments online. A customer account representative will be in touch to collect payment prior to shipping your order. You may pay your invoice via any arranged terms or payment options, or you can use your credit card to pay via our credit card payment processor, CardX.

 

When will my credit card be charged?
When your order is submitted, it will be reviewed by our team internally to ensure accuracy. At this time if you selected to pay via credit card and we do not have a credit card on file, one of our Customer Account Specialists will reach out to obtain that information. Your credit card will be charged within 24 hours after shipment of your item(s). 


Do I have to pay sales tax?
Your order will be taxed based on your geographical location. If you are tax exempt, please ensure our accounting department has your tax exemption certificate on file.


I have a question about my charges.
Under My Account, click the “Orders” link in the top navigation of our site to review your orders. You may compare your order history on our website with your financial records. If you have further questions or concerns, please contact customer service for further assistance.


I need a copy of my order.
Under My Account click the “Orders” link in the top navigation of our site to access or print orders.

 

When will my credit appear on my account?
Credits usually take 7-10 business days from the time we receive your item(s).