Contact Us - FAQ & Support
Meet the team!
At retractablereels.com, customer care is our #1 priority! We have an exceptional team of industry-educated individuals who are ready to assist you with all of your needs. Please fill out the form below and be sure to pick from the drop-down menu the most relevant case so we can be sure that your inquiry gets assigned to the correct department.
Retractable Reels has been serving the hospitality industry since 1995 and has grown in many different directions. Whether you are inquiring about a wholesale account or missing package, or just want to touch base to tell us how great we are (wink wink) we encourage you to utilize our ticket system for a quick and easy communication option. Whether it's someone in Customer Service, Purchasing, Sales, or Management, our form below is designed to get you service ASAP.
If you feel that you need to call us directly (during business hours) please call 1-800 Bloody Mary (256-6396) and an associate will be glad to help.
FAQ Quick Links
FAQ - ACCOUNT INFO (to top)
How do I change my user information?
If you would like to change your user information, then you must first login to your registered account. Once you are logged in, this will take you to your account dashboard. From here, you can edit your billing and shipping addresses in your address book and your contact information, if any of that has changed. You will also be able to see your current order status, view past orders, and complete reorders of past items.
How do I register for an account? Do you require registration to place an order?
To register for a new account, you can click on the My Account or Log In button on the right side of our top menu bar. You will want to switch from the Login to Create an Account tab. You can also do so on the checkout page by clicking the Sign Up button. Also, please make sure your billing information matches exactly with the card you will be using to place your orders. We do allow our customers to checkout as a guest, but do highly recommend creating an account for making future orders much easier.
How do I submit a product review?
After you have placed an order with us, you will receive an email from Verified Reviews. You will get a link to review the products you have recently ordered from our website. We use a third party to ensure all reviews are from actual customers and are absolutely unbiased.
How do I use My Account?
The My Account section of barproducts.com can be used for many different things: changing your user information, checking a current order's status, and viewing and reordering past orders. Once you are a registered user, you will want to login as soon as you come to our store to shop. You can do this from any page on the website by clicking the login button in the top menu bar.
I forgot my password. How can I retrieve it?
This is no problem! We can have it reset for you. Just click the login button in the top menu bar. From here, you will find a Forgot Your Password? link where you can enter your email and we will send you a reset link.
Why should I register for an account? What are the benefits of registering?
We encourage you to register with us! Registration is not mandatory to complete checkout, but by registering you receive the following benefits:
- Access the My Account section, where you can track current orders, view previous orders, add items to a "Wish List", and update your billing and shipping information.
- Reorder quickly by browsing through orders you’ve purchased in the past.
- Save Your Credit Card data for quick reordering.
- Save and access saved designs for custom product orders.
All of the information we receive from you in the registration process is transmitted over a secure server and kept in a secure location. You can only access your information after logging in with the unique e-mail and password combination you created during registration, so you can rest easy knowing your information is safe!
FAQ - CHECKOUT (to top)
How do I place an order?
To place an order, add the items you wish to purchase to your shopping cart. On the cart page, to the left of the subtotal, you will find our shipping and tax estimate calculator. Choose your country or state, enter your zip or postal code, and then click "Estimate." This will provide the shipping costs for the items in your cart. Continue with checkout by selecting "Proceed to Checkout" and following the prompts provided.
Why can’t I proceed through checkout or make any changes on the cart page?
When this occurs, we first recommend clearing your cookies and cache for ALL history. If this does not help, we recommend using a new and/or updated browser (such as Google Chrome or Firefox).
Why is my card being declined?
For a credit card to be processed through our system, your billing address must match the information the cardholder has exactly. Please be sure that you have entered this information correctly and try running it again. If you are shipping to a separate address, then you will need to fill out that information separately.
How do I complete a PayPal transaction?
You will want to enter all of your billing and shipping information as usual. Then you will be able to choose your preferred shipping method. Click on the PayPal button and this minimizes the credit card payment box. Confirm all of your information is correct and click the Place Order button. You will then be redirected to the PayPal website to complete the payment process.
I am not seeing a shipping method?
Please double-check that your shipping information is entered correctly. Once verified, refresh the shipping section and allow a few moments to populate the results.
Can I ship using my shipping account?
We can use your shipping account to ship your order. You will need to place the order on the site and choose one of our shipping methods. Once the order is placed, you will need to contact firstname.lastname@example.org with your account number. Then, we will issue a refund for the shipping paid on the web order.
Why is my shipping rate so high?
We are constantly working with our preferred shipping carriers to ensure the lowest rates for our customers. Many of our products are very bulky and heavy, which may increase your shipping rates. After your order has shipped, we are happy to review it and offer a refund for any overages paid.
FAQ - COMPANY (to top)
Are you hiring?
As a constantly growing company, we are always looking to hire smart and motivated individuals. To learn more about the jobs currently available, please visit our Careers page and apply for a position.
Do you have a store location I can visit?
We are solely an online company so we do not have any store locations.
Do you provide donations to charity organizations?
We receive many requests for donations to benefit organizations throughout the country. While they are all worthwhile causes, and we appreciate the request to support, we are limited in the amount of giving we can provide. There are local organizations and charities we support each year in the areas surrounding our corporate and warehouse locations. Regretfully, we are unable to grant requests from our customers.
How do I contact a Customer Solutions Specialist?
Our Customer Solutions Specialists are available from 9AM to 5PM Monday through Friday. Reach us by email (email@example.com), Live Chat, or phone to answer any questions you may have!
How long has barproducts.com been in business?
We have been operating online since 1995. Please visit our About Us page to learn more about our company and affiliates.
What is your phone number?
Before contacting us, please search our Frequently Asked Questions to see if your question has already been answered! If you have any further questions, our Customer Solutions Specialists are available from 9AM to 5PM Monday through Friday. Reach us by e-mail (firstname.lastname@example.org), Live Chat, our Ticket System, or Phone: 1-800-BLOODY-MARY (or for local customers 727-584-2093) to answer any questions you may have!
We ask that you please submit a support ticket or start a live chat before attempting to reaching us by phone.
Where are you located?
We currently have two warehouse locations. Our original location is in Largo, FL, and our newest location is in New Salisbury, IN. Unfortunately, we do not have a physical store in either location.
FAQ - ORDERS (to top)
Can I add to or modify my order?
To maintain accuracy and efficiency in our order process, we are unable to alter any orders after they have been placed. If you would like to add to or modify your order in any way, please contact a Customer Solutions Specialist to cancel the order so you can reorder what you need. If an order is already processed in our warehouse and packed to ship, we are unable to cancel the order.
Can I cancel my order?
Please contact us immediately if you would like to cancel an order! If an order begins processing in our warehouse and is packed to ship, we cannot cancel the order. Our warehouse works on the weekends to package up orders so they are ready for shipment on Monday morning. Although we do not ship on the weekends, if an order is packaged to ship over a weekend and billed out, the order is not able to be canceled.
Do you offer installation services for equipment purchases?
We do not offer any installation services for equipment purchased through our site.
How can I check the status of my order?
Please visit the Track Your Order section of our site, or if you are a registered user, you may log into your account and go to the My Orders section to check the status of your order.
How can I get a receipt or copy of the invoice for my order?
You will be emailed a copy of your invoice after your order is placed and ships from our warehouse. To obtain another copy, log into your account and go to My Orders. You will see an option to “View Order” for each order you’ve placed. Click on that button and you will see Print Order at the top of the page. If you do not have an account with us, please contact a Customer Solutions Specialist to request a copy via email.
How long will it take for my order to arrive?
In-stock items usually ship the same day if ordered before 2PM EST for orders shipping UPS Ground. We also offer expedited shipping methods if you need your order sooner. Note: USPS does NOT guarantee delivery times.
FAQ - PAYMENT (to top)
Can I pay for my order with a check or wire transfer?
We accept check payments for orders totaling over $500. Please note, once we receive the check there will be a 5-8 business day waiting period before processing your order as your check clears. To expedite the waiting period, you may send a certified check for payment. We can begin processing your order as soon as a certified check is received. If you are interested in paying by check or with a wire transfer, you will need to contact us directly at email@example.com. The order will be on hold until the funds are received.
Can I pay with a pre-paid credit card?
Yes, you may pay with a pre-paid credit card on our site if the card has been registered with a billing address. Please call the number on the back of the card to register it. Once the card is registered with a billing address it can be used to check out on our site.
Do you accept orders via phone or fax?
To protect your personal information, we prefer all orders to be placed online through our secure server. If you are unable to place an order through our website we can accept orders via phone or fax. Our Customer Solutions Specialists are always happy to walk you through the checkout process on the website or answer any questions you may have!
Do you lease any of your equipment?
We currently do not offer the lease of any of our products or equipment. Full payment is needed to purchase any equipment.
Do you offer terms?
Initially, terms would be prepaid. Once you have established a prerequisite volume of business, and we see that you are ordering regularly, we will consider net terms. A credit application would need to be submitted and your references checked (net terms only apply to USA-based businesses).
Is my credit card and personal information secure when I order from your site?
Our company has made it a top priority to make sure that your personal information is secure! Your credit card information is transmitted through secure servers. You will also see the 'HTTPS' in the address bar of the checkout page, as opposed to the 'HTTP' that is normally there which provides extra protection for you and your personal information.
What payment methods do you accept?
We accept Visa, MasterCard, American Express, and Discover cards as valid payment options. We require payment in full at the time of sale via a credit or debit card through our secure server or PayPal. In addition, for orders over $500, we do also accept alternate payment methods such as checks or wire transfers. If you are interested in paying by one of these alternate means, please contact our customer service department at firstname.lastname@example.org. Orders will be held in our system awaiting payment for up to 30 days. Once we receive the check, payment will be held for 5-8 business days to ensure the check payment clears. The order will be released for processing and shipment after the check or wire has cleared.
Do you accept purchase orders?
We only accept purchase orders for customers who are setup on terms and currently have a designated sales representative that handles their account. For normal orders, we do not accept purchase orders.
When will my card be charged for my order?
Your card will be charged in full once you hit the Place Order button at checkout. If you wish to cancel a transaction, please let us know immediately. Otherwise, we will have to wait until the charges settle to issue a refund to your account.
Will there be sales tax on my order? What if I’m tax-exempt?
Sales tax will be charged only to those orders being shipped within the states of Indiana and Florida. If you are shipping outside these states you will not be charged sales tax. If you are tax-exempt and shipping to IN or FL, please contact our customer service specialist after your order is placed and send over a copy of your tax-exempt forms. Once we have verified your information, we will issue a full refund of the taxes paid. Forms can be sent to email@example.com.
FAQ - PRODUCTS (to top)
Do you offer customization services?
We offer customization for select products on our site. Please visit our Customization page or our partner site www.logobarproducts.com to learn more!
Do you offer samples?
We do not offer free samples of our products. However, we carry many items as small packs or singles you may purchase to test out before committing to a larger order.
Do you sell used equipment?
All of the products and equipment sold on our website are new.
Is there a warranty available for the items I’m purchasing?
If available, our items come with the manufacturer’s warranty as specified on the item description page. You will find the warranty document on the right-hand side of the item page.
Will my order actually ship the day I place the order?
Most orders placed via this website by 2 PM EST on a business day will ship the same day. This does not apply to our special order products. Our business hours are Monday through Friday, 9 AM to 5 PM EST.
What does it mean if a product is listed as Special Order?
To maximize the products we offer you, some items on our website are not normally stocked in our warehouses. This includes items that we make once your order is placed (Print to Order Products or Wood Shop Products). Some items may also be shipped directly to you from the manufacturer. These items are marked to allow “x” additional business days for production time. Please understand that Special Order items may not be able to ship same business day as our regularly stocked items. As a result, we encourage you to contact a Customer Solutions Specialist before ordering if you have questions about the delivery time of a Special Order item!
What if I can’t find the item I’m looking for on your website?
We would love for you to let us know! We strive to be your one-stop shop for all bar and service industry needs. Be the first to suggest a new product and receive that product for FREE if we decide to carry it! New product ideas or suggestions can be submitted through our support ticket system or [this form]. Be sure to include as many details as you can, including links to the product existing elsewhere on the web. You can also email suggestions directly to our purchasing team at firstname.lastname@example.org.
FAQ - RETURNS (to top)
How do I exchange an item?
While we're unable to exchange items, we can set up a Return Authorization so you can return the items you no longer need and place an order for new items. You can start the return process by filling out the form under our Support Ticket area.
How do I return an item?
Submit a Support Ticket to request a return.
What is your Returns Policy? Do you charge a restocking fee?
If, for any reason, you are unsatisfied with the products you received, submit a Support Ticket to request a return. Important information and instructions regarding returns are provided via RMA, and therefore are subject to RMA approval. Items sent back without prior RMA approval may be denied. Any breakage due to shipping must be reported within 3 days as we need to report it within 5 days to hold the carrier responsible. All other claims must be reported within 30 days of product delivery. Once an RMA is issued, the products must be received back to us, in their original condition, within 30 days. Returns will not be accepted unless they are complete. All original boxes, packing materials, parts, components, and pieces must be returned to us for a return to be processed. Returns will not be granted without all of the product's original packaging and parts. Refunds requested for returns are subject to a 15% restocking fee. Restocking fees do not apply to returns for exchange, ALL associated shipping fees are non-refundable, and we do not issue return labels for returns or exchanges.
What if my order is returned by the carrier?
If your order is returned by the carrier due to part or all of the address being provided incorrectly, for refusal, the receiver was unavailable at all attempts or the package was unclaimed, you will be responsible for the associated shipping fees to reship the order. If you wish to receive a refund for a package returned by the carrier, a 15% restocking fee will apply and shipping is non-refundable. If you are an international customer and refuse a package due to customs and/or brokerage fees, or any other reason, you may be ineligible for refund or reshipment.
Can I return a custom printed item?
As you may be aware, custom-printed products cannot be restocked. The industry standard for customized products dictates a no-return and a no-refund policy, except for unusable items. Unusable items include but are not limited to broken glassware, bent or misshapen bottle openers, cracked or broken license plates, etc. Items with production quality flaws are wholly non-refundable but may be eligible for a discount or refund. If you receive an order with unusable items, you must contact us within seven days of receiving your order. We require photographic evidence of the unusable items before any credits are issued.
What do I do if I receive a product that is damaged or defective?
If you received damaged or defective products, they must be reported within 7 days of delivery. Please note: Photographic evidence is required for any problems with your order. Problems reported after 7 days of delivery may be disqualified for replacements or refunds.
What do I do if I receive the incorrect product?
If an incorrect product is received, please report this to us within 7 days of receiving your order. We may request that the incorrect item be returned to us at our expense. If the item is not returned, you may be charged for the incorrect item. You can submit a support ticket to us through our ticket system or email us at email@example.com.
FAQ - SHIPPING (to top)
Can an order be shipped on my UPS account so I can save on shipping?
We would prefer our customers use our UPS shipping account to ship their orders as we have found many benefits to our customers using our account. If you prefer to use your own account instead, you will need to place your order online, as usual, using our shipping rates. Then, contact our customer service team via live chat or email (firstname.lastname@example.org). We will then issue you a refund for the shipping paid and ship using your account instead.
Can I pick up my order?
All orders get shipped to their destination via a commercial carrier. For reasons of safety, insurance, and logistics, customers cannot pick up orders from our warehouses.
Can I ship orders to multiple addresses?
You would need to place separate orders online to ship to multiple addresses. You can set up multiple addresses in your account and then select the desired one during the checkout process.
Do you ship internationally?
Yes! Please note that we have multiple shipping services to ship outside the USA. If choosing UPS or USPS, any duties, taxes, or fees from your forwarder are separate from our shipping and handling charges. We also offer a shipping program called iParcel. This option will allow you to see the shipping rate, including your additional taxes and fees. Please note this method may take slightly longer and is not currently offered in all countries.
Are there countries you do not ship to?
For various reasons, we cannot deliver packages to the following countries. If customers would like to arrange their own shipping via their own carrier, please contact us for arrangements: Ghana, Nigeria, Bolivia, and Venezuela. Note: We currently cannot ship to Crimea and Sevastopol due to government restrictions at this time.
Do you ship to Canada?
Yes, we do ship to Canada! To calculate shipping charges, add your items to the shopping cart and proceed to the checkout page. Enter your address to see the shipping methods and rates available that are specific to you. You do not need to enter any payment information to see these rates.
Do you ship to PO or APO/FPO boxes?
We are unable to ship most packages to PO boxes and request that you do not enter this as a shipping location. We can ship to most APO/FPO boxes at this time. If you are concerned about delivery to your address, please contact us before placing your order.
How much will it cost to ship my order?
You can calculate an estimated shipping cost before you check out in the shopping cart! To calculate shipping charges, add your items to the shopping cart. Left of the subtotal, you will see the Shipping and Tax Calculator. Choose your country and enter your zip code to get an estimate. Note: This calculator does not work for all countries. If you don't see rates when you click estimate, continue to the checkout page. You can enter your full address here and see the rates without having to put in any payment information.
How much will the duties and taxes be for my order?
Our company is US-based, therefore duties and taxes will be assessed on any items shipping outside of the United States unless you have chosen iParcel as your shipping method. Duties and taxes depend on the type of items being shipped, harmonized codes, and the discretion the customs agents have in evaluating these costs. The charge shown on our website’s shipping calculator will not show these fees.
I live in a country you don’t ship to. Can I still order from you?
We can ship to US-based freight forwarders for customers wishing to export their items to a country we do not currently ship to. You would be responsible for contacting the freight forwarder to set up an account before placing an order. Please note freight forwarders will charge additional fees for their services. Any duties, taxes, or fees from your forwarder are separate from our shipping and handling charges.
What if I prefer my order to be shipped by freight.
While our website does not calculate freight estimates, we can ship using a freight forwarder. If your order is large enough to qualify for freight shipping, and you prefer this method, please contact our Customer Service Specialists once your order gets placed (email@example.com). They will coordinate with our shipping team to arrange freight shipping and refund you for any overages paid with UPS rates.
What shipping methods do you use?
We typically ship through UPS or USPS carriers. For some international orders, you will have the ability to go through iParcel shipping. Please note that USPS does not guarantee their shipping times. If you need your order fast, we suggest you choose a faster shipping method like UPS 2-day or overnight shipping. Both of these methods are guaranteed by UPS. If you are shipping to a commercial address, UPS will require someone to be there to sign for the package. For residential delivery, the carrier can leave the package without a signature if they feel that it is a safe area.
When will I receive my item?
Most products are usually in our warehouse and ready to go out within the same business day if the order is placed by 2 PM EST. Although we do our best to ship all orders out within this time frame, we may not be able to do so during busy times or if there is a supply issue with the items on your order. If you need a product by a certain date, let us know by indicating the date in the Shipping Request comment box when you check out. If there are any problems meeting your required date, we will let you know right away.
Once the product leaves our warehouse, the time it takes to reach you depends on your geographical location. If you need your order quickly, you have the option to upgrade to Second Day or Next Day in your shopping cart (availability dependent on your location). These expedited services guarantee that, as long as the items you're ordering are in stock, the order will ship out the same day and arrive by the end of the following business day (Next Day) or the end of the second business day (Second Day).
Please keep in mind that expedited orders must be placed before 2 PM EST to ship the same day and are only available for delivery on business days (Monday through Friday). If your delivery time is over a holiday, please add an additional day for delivery. Holidays include Christmas, New Year, Memorial Day, 4th of July, Labor Day, and Thanksgiving. For orders shipping directly from the manufacturer, expedited shipping cutoff times may vary. Next & Second Day orders received after 2 PM EST get processed on the following business day.
Where are you located?
We ship stocked items from our warehouses in Indiana and Florida. Some items, if stocked at a manufacturer's location, will ship from a variety of other locations.
Why am I being charged shipping when I have a free shipping item?
Shipping costs get calculated on a per-item basis. For this reason, adding items without free shipping to your cart will add a shipping charge to your order.
FAQ - SHOPPING (to top)
Are there any coupons or additional discounts available?
We publish all discount codes, coupons, and contests on our Facebook page or blog. Please check both places regularly for the most up-to-date discount info! You can also sign up to receive our popular e-mail newsletters full of great deals, special promotions, new products, and other coupon codes and discounts. Sign up below!
Do you have a catalog that you could send me?
Because we carry thousands of items on our site and add and update products regularly, we do not keep a paper catalog. Our website contains real-time information on all our products, and our content staff works diligently to keep the entire inventory up-to-date online. If you have any questions about products offered on our site, feel free to contact our Customer Solutions Team for help!
Do you sell to individuals or only to businesses?
We sell to anyone looking for bar products and supplies! Both individuals and businesses alike may purchase from our site. We pride ourselves in offering the lowest wholesale pricing available to everyone alike.
How do I add items to my shopping cart?
After locating the items you're interested in on our site, enter your desired quantity and add the item to your shopping cart by clicking the Add to Cart button. While shopping, you can view your cart by clicking the Cart button at the top right corner of the screen.
How do I find the items I want to purchase?
There are a few easy ways to locate items on our website! You can search for items using the Search Bar located at the top of the home page. Products are searchable by item number, title, or keyword. If you're looking for a more general item or to browse our website, you can browse using Product Categories and narrow down the search results using filters. If you have any questions about finding products on our website, contact our Customer Solutions Team.
How do I get to my cart?
To enter your cart page, click on the Cart button at the top right-hand corner of our website.
How do I update quantities and/or delete items from my cart?
To update the quantity of an item in your cart, click on the Cart icon. You will see a dropdown with everything that is currently in your cart. Totals are adjusted by changing the number and clicking the arrows to update. You can also go to the My Cart page and edit the quantities. You will want to click the Update Cart button after you change the totals for your cart to be updated.
I need a price on an item and it’s not listed on the site. How do I get the price?
Due to Minimum Advertised Pricing from some of our manufacturers, we don't display our lowest pricing on our site for select items. You must also log in or create an account to receive the lowest price for these products. You have no obligation to purchase the product once you know the price. You can remove the item from your cart.
Where do I sign up to receive email specials?
Be the first to find out about all our special promotions and many we only offer to our newsletter subscribers. Sign up below!
FAQ - LARGE WHOLESALE (to top)
How do I get wholesale pricing?
We strive to offer as many products as possible on our websites at wholesale pricing that is available for everyone. If there is a specific product that you are interested in ordering in large quantities, please fill out this "Request A Wholesale Quote" form for the quickest, most efficient way of receiving your quote. You also have the option to email firstname.lastname@example.org or call 1-800-BLOODY-MARY between 10 AM and 5 PM EST.
Do you offer ASI or Sage pricing for imprinted items?
We have specific sales representatives that handle ASI and Sage.
There are several ways you can go about getting your wholesale pricing. For Beer Companies, Liquor Companies, ASI Sales, and Large Volume Corporate looking to brand imprinted promotional items in large quantities we highly recommend using our "Request A Wholesale Quote" form. You also have the option to call (727) 259-6930 between 8:30 AM and 4:30 PM EST or email us for inquiries at email@example.com.