This information is provided to every wholesale customer when their account is first established with us. It is provided here for easy reference.

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How to Order

Orders can be placed online 24/7 at this website, or Monday through Friday 9am-5pm Pacific time through our Customer Service desk. Please contact us at 800.728-2278 or info@pineneedles.com if you need assistance.

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Minimum Order

We currently do not require a minimum order.

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Shipping

Orders are shipped via USPS, UPS or FedEx, depending on your location and the size of your order. For customers within domestic United States territories, we offer free shipping for orders $150 and over. Our international customers will be assessed a flat-rate $50 fee per box for orders $150 and over.

This website may show an inaccurate shipping rate. For instance, if your order is over $150 it may not show “free shipping” or the correct flat-rate box. Your order will be adjusted to reflect the correct charges prior to shipping, and our Shipping department will contact you as necessary.

Orders qualifying for free shipping will be shipped the least-expensive way at our discretion. If you choose a different shipping method, you’ll be responsible for the difference in shipping cost, either due to a change in carriers or for expedited orders.

If your order does not exceed that total, we will determine the most cost effective carrier for your package(s). Please let us know if you prefer a certain carrier or have other special shipping instructions. We are happy to assess shipping charges directly to your UPS or FedEx account. Please contact Customer Service for assistance with this option.

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Backorders

We do our best to ensure that all items are in stock on a regular basis. However, if your order includes backordered items, we will hold your shipment for up to 10 business days in an effort to ship everything together.

If the backordered items will not be replenished within 10 business days, we will ship out what is immediately available. Generally, if we ship a partial order due to back-ordered items, we will ship the remainder of your order at no-charge. Exceptions may apply, at our discretion.

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Payment Policies

We accept all major credit cards (Visa, MasterCard, Discover, American Express) and PayPal. PayPal can only be accepted for orders placed directly through our website. All new customers are established with credit-card terms.

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Past Due Accounts

No new orders will be filled for accounts with a past due balance unless satisfactory arrangements are made with our Business Office.

A service charge of 1.5% per month (18% annually) may be assessed for all past due accounts, along with possible revocation of Net 30 terms. Any account that shows no activity to clear the outstanding balance for more than 75 days may be turned over to Collections.

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Changing or Cancelling an Order

Due to our size and efficient fulfillment, we move pretty quickly. We cannot guarantee that your order can be altered or cancelled once it has been placed. If you need to make a change, please contact us as soon as possible.

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Return Policy

We stand behind our products and want to maintain a great relationship with you. If you need to return a product, please fill out a Return Form and include it with the merchandise you are returning. Only product in as-new conditions will be accepted. The Return Form can be accessed at our website under Shipping & FAQs.

All returns are subject to a 15% restocking fee. Original S&H is not refundable, and we do not cover the cost of returning the merchandise.

You have 90 days to make a return. Returns postmarked within 30 days from the Invoice date will be issued a refund via the original form of payment. Returns postmarked 31-90 days from the Invoice date will be issued a store credit, applicable to a future order. Please contact Customer Service to discuss any mitigating circumstances.

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Lost, Incorrect or Damaged Goods

If your merchandise is damaged or incorrect upon arrival, save all contents and packing materials and contact us within 3 business days. Photograph the goods to facilitate our claims process. Any shipments that arrive incorrect or damaged will be replaced at our cost. We do not accept returns of damaged goods or merchandise with non-McKenna Ryan price markings or ticketing.

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Contacting Us

Questions? Comments? We’re here to help from 9:00am to 5:00pm Pacific Time, Monday through Friday. You can reach us by phone by email (info@pineneedles.com) and can leave a message at 800-728-2278 for a call back. Please note that the emails info@pineneedles.com and info@mckennaryan.com are one and the same! Thank you!


Disclaimer

We reserve the right to suspend or cancel Wholesale status at our sole discretion.