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    • Contact + FAQ

    FAQs  Ordering  | Shipping |  Company Accounts

    What is this?

    This is Georgia Underground's new Frequently Asked Questions Page. 

    If you do not find your answer below, you can live chat with GUS (found in the bottom right corner of your page) -or-
    You can email GUS at ecommerce@georgiaunderground.com -or-
    You can call GUS at 800-245-8339

    Why is my card not working?

    Georgia Underground Superstore is always striving to make your online shopping experience headache free. We, like many other companies today, have had an increase in fraudulent activity on our website. Because of that we have put in place a system to keep you and us safe. 

    If you have tried to checkout more than 3 times and still run into issues, please email GUS or call 800-245-8339.

    How do I get pricing for products?

    If you are interested in a product online that does not currently have pricing online, you can live chat with GUS or call 800-245-8339 and someone can let you know pricing or get you a formal quote if you want.

    Where is my order?

    Log in to your GUS online account. Click the Person Icon in the top right. Make your way to the order section and find the order in question.

    If there is not a tracking number connected to your order, you can live chat with GUS or call 800-245-8339 and someone will help update your order status. 

    What does LTL Shipping mean?

    If your see “LTL Freight - Call 800-245-8339 for Quote” in your cart for your shipping cost, this means your products were too heavy, too long, etc., to ship UPS. You will need to call in and pay for your shipping quote over the phone with your sales rep.

    If you are shipping to a residential address or an address without a forklift and you see “LTL Freight - Call 800-245-8339 for Quote” then you will also have a Lift Gate charge included in your shipping cost.

    LTL and oversized shipments that are NOT GOING TO A BUSINESS will take 1-2 days extra and will not deliver until you set up an appointment with the carrier. Please ensure that your contact information is correct on your order.

    Why is my shipping total $0.00?

    No shipping is free at Georgia Underground. The ‘$0.00’ is letting you know that at the point of sale you have not paid anything for shipping. You either chose LTL Freight shipping at checkout or Customer Pick Up. Your order will not ship out unless you pay for shipping. 

    Customer Pick Up?

    We can no longer offer Customer Pick-Up for online orders. If you would like to place a Customer Pick-Up order at any of our branches (Forest Park, GA / Addison, TX / Houston, TX / Prague, OK) please call 800-245-8339 and choose the location you wish to pick up at. We will place your order for you over the phone, and it will be in "Will Call" at your selected branch waiting for you. 

    Can I ship international?

    We do not currently have any connection with overseas carriers, so we cannot fully ship international. If you would like to pay for shipping to a port and schedule your own international shipper from the port, we can help you out with that. A Wire Transfer will likely be needed for international shipping. To start your international order, you can live chat with GUS, call 800-245-8339 , or email ecommerce@georgiaunderground.com

    Can I ship Next Day Air or 2nd Day Air?

    Call GUS at 800-245-8339 to arrange and pay for shipping.

    You can order online and write in the comments field of your order that you would like Next Day or 2nd Day shipping instead. Your sales rep will then quote you on the additional freight charge that will need to be paid before anything ships.
     
    See Official UPS Announcement below concerning service delivery guarantee. 

    Official UPS Announcement?

    We are noticing increased lead times when shipping packages UPS Ground. UPS and Fedex suspended their service delivery guarantee indefinitely as of 3/20/20 due to the pandemic. If a customer is hurting for an item and needs it as soon as possible, the best route to take is to have it delivered via 2nd Day or Next Day Air. If it’s sent UPS Ground and it doesn’t make it in the time quoted, we will not be able to get a refund or refund the customer’s shipping charges. This goes especially for our customers in California. Approximate lead time for a package leaving our Georgia facility to reach a customer in California is 3 weeks if not sent by air. Here is a link to the official announcement from UPS.

    Why is Signature Required on my order? Can I take it off?

    Due to lost packages at delivery, we have required a Signature on all order sizes.

    If you prefer to not have a signature required, and agree to the liabilities, write in the comments field of your order ‘No Signature Required’.

    What is the Net30 process?

    If you would like a Net30 account with Georgia Underground, and have it accessible to use for future online orders, download Our Credit Application Here , fill it out, and email it to AR_GUS@georgiaunderground.com

    What is the tax exempt process?

    If you would like a tax exempt account with Georgia Underground, and have it connected to your online orders, email your tax documentation to  AR_GUS@georgiaunderground.com

    Sales Terms and Conditions?

    You can find our Sales Terms and Conditions HERE.