FAQs

WEBSITE Q&A:

Q:  Do I have to create an account to order from the www.ganosales.tv website?

A:  No you do not need to create an account to place an order on the website. You can complete your purchase as a Guest.

Q: What happened to my username? How do I log in to my ganosales.tv account?

A: It's hard enough to remember both a username and password, don't ya think? So we're making it easy on you. To log in, simply enter your email address and password. No username required! Cool, huh?

Q: I forgot my password. What should I do?

A: If you've forgotten your password, click to the Forget Password area. You'll be able to enter your E-mail address and receive a password reminder.

Q: How do I find a local Gano store?

A: We have one location. Located at 3715 Northcrest Road, Ste 15-16 Atlanta, GA 30340.

Q: How do I find out about job opportunities with Gano Inc?

A: To find out what positions are available, please visit the Careers page. You'll be able to search for jobs at Gano Inc.

Q: Does the web site sell the same merchandise that the store does?

A: Yes! We sell the same items online as we do in the store.

Q: Are the web site prices listed in US dollars?

A: Yes, all online prices are listed in US dollars. The web site does not convert the currency to the country it is being shipped to.

Q: Do you ship out of the United States?

A: At this time, we are only shipping within the United States. Canadian orders can be shipped if you provide your own FedEx account number.

Q: Where do I go to search for a particular item?

A: There is a search bar located on the top center right where you can search keywords.

Q: Can I order shipping boxes such as Wardrobe Boxes, Telescoping Boxes, E-crates, D-crates, and C-crates online?

A: Not at this time. Due to the large size of the shipping boxes, please call (770-448-0385) or email us (orders@ganoinc.com)for any orders containing these items. We will process the order on our end and let you know of the shipping cost.

Q: Can you expedite an order?

A: No. Unfortunately, we are only shipping standard ground service at this time. However, we do offer next day delivery service to local productions in the Atlanta area.

Q: What carrier do you use to ship?

A: Depending on the package size, we will ship either with FedEx or USPS.

Q: Do you ship rentals?

A: We do not ship rental equipment. Rentals are only for pick up or local delivery within the Atlanta Metro Area.

Q: How do I subscribe to your newsletter?

A: Enter your email in the Newsletter section near the bottom right corner on any of the landing page.

Q: Where can I find your return & refund policy?

A: Please refer to the Shipping & Return Policy link on the bottom of any of the landing page.

ORDERS:

Q: Do I have to become a member to place an order?

A: You don't need to be a member to place an order, however it would be a good idea! It allows us to contact you if there is a problem with your order, and it allows you to view your order status online. Best of all, becoming a member is free, easy and quick. Just click here to create your account.

Q: Why should I become a member? What's in it for me?

A: Okay, check this out. If you become a member, you'll be able to store your billing address, multiple shipping addresses, join our optional mailing list and check your order status any time you'd like! Wait - There's more! If you're a member, you can choose to receive exclusive emails from Gano Inc letting you know about new products, announcements and special promotions before anybody else. How cool is that? Join now!

Q: What is a back order?

A: Back order refers to an item that once was in stock and is coming back in stock at a future date. You will have the option to purchase an item that is listed on the website as a backorder item.

Q: Can I order by telephone?

A: Yes you can order by telephone. You may call (770)448-0385.Please have the items available when you call to place your order. You will also need to call us if you wish to place an order using your FedEx Account Number.

Q: Is your site secure?

A: Yes, all private credit card information is encrypted across a secure line.

Q: What types of payment do you accept online?

A: We accept MasterCard, VISA, Discover, American Express, PayPal and ATM/Debit Cards with a VISA or MasterCard logo. Sorry, we don't accept personal checks, money orders, COD or cash. We do not accept international PayPal payments.

Q: What types of payment do you accept in store?

A: We accept MasterCard, VISA, Discover, American Express, cash and ATM/Debit Cards with a VISA or MasterCard logo. Sorry, we do not accept money orders in store.

Q: Can I change my order online after I have totaled my sale?

A: Yes, you can hit the "Shopping Cart" link and add or delete items before you finalize your sale. Just make sure you only click the "Submit" button once! This will avoid any duplicate charges.

Q: When will my credit card be charged?

A: When using debit and some credit cards your card will show a pending authorization hold. Once the order is shipped the hold is released on our end and the actual charge goes through.

Q: Can I change my order once it has been submitted?

A: Once your order has been submitted, you have one hour to make a change or cancel the order. As long as you are within that hour you can give our customer service a call at (770) 448-0385. Please note that we do not recommend sending an email as this is a time sensitive issue.

Q: Do I have to pay taxes on my purchase?

A: Taxes are not included on your purchase. Excludes State of Georgia.  If you are placing an order within the State of Georgia, there will be a sales tax calculated based on the county the items are being shipped to.

Q: When will I receive my order?

A: Orders are processed Monday through Friday. Before your order ships, please allow 1-2 business days for order processing. Orders are not processed or shipped on weekends or holidays. Orders shipping via FedEx Standard take 1-2 days to process and, once shipped, will arrive in 4-5 business days. These orders are shipped Monday-Friday. No Saturday deliveries. Orders using FedEx Economy Home Delivery take 1-2 days to process and will arrive via US Postal Service in 5-7 business days.

Q: Where do I track my online order?

A:  To track your FedEx Economy Home Delivery package, please visit FedEx.com or USPS.com. Tracking information may take 1-2 days to update from the time of shipping initiation. Gano Inc may need to contact you if there is an issue with your order, so please keep your member information updated! All order communication is done via email or telephone, so it is important that your email address & phone number  is accurate and current.

Q: What happens if a product is cancelled on my order?

A:  There are 2 reasons for this. 1) Most likely the product is no longer in stock and will not be in stock soon. You are refunded for the item sold out. 2) The item is on backorder and we will contact you if you want to wait until the backorder is in stock to ship complete, or ship partial.

Q: How do I know if my online order went through?

A: There is an easy way to verify that your order went through. If you received an order number, you're all set! Your order is being processed. If you did not receive one of these, your order will not be processed, so please call customer service for further assistance. Make sure to only click the "Submit" button once to avoid duplicate orders or charges.

Q: Can I change my order after I've clicked "Submit?"

A: Orders can only be changed or cancelled as long as it is within 1 business hour of placing the order. As long as you are within that hour you can give our customer service a call at (770) 448-0385. Please note that we do not recommend sending an email as this is a time sensitive issue.

Q: Why haven't I received an email regarding my order?

A: There are usually two reasons why you are not receiving email notifications. You may have an outdated email address on file, or you may have a spam blocker filtering out email from our system. Make sure to keep your user information current by updating your email address. Also, try turning off any spam blockers that may be preventing our messages from getting to you.

Q: Why doesn't the FedEx website recognize the tracking number for an order I placed?

A: It takes FedEx 24-48 business hours to update their site with the tracking information.

Q: Why isn’t the promotion working when attempting to place the order?

A: There are times where your browser will save an old promotion code. Please delete your browser history and clear the cache. 

Q: Can I add items or change my PayPal order once I’ve submitted it?

A: Darn. Sorry again. Once you submit that PayPal order, it's set in stone. You can always place another order though!