FAQs - Ordering / Shipping
How long will it take to receive my order?
Most orders are processed and shipped within two to three business days (Monday - Friday). Orders with separate shipping and billing addresses may take longer to process. Making changes after your order is placed may cause delays. Once the order is picked up for shipment, the amount of time that it takes to get to you will depend upon the shipping method that had been selected (we offer various UPS shipping methods with varying service times - see below). You will receive an email that includes your tracking number after your order has shipped.
*Please note that orders are not processed, shipped or delivered on Saturdays or Sundays (or on holidays).
Customers in the United States
|Shipping Method||When To Expect Your Order|
|UPS Ground Shipping||1 - 9 business days
|UPS 3-Day Select||3 business days
|UPS Second-Day Air||2 business days
|UPS Overnight||1 business day
The day that the order is picked up DOES NOT count as a day in transit. *For example, if an order is placed on Monday (by 12:00pm CT) with UPS 3-Day Select as the chosen shipping method, it will be delivered by the end of the day on Thursday (the third business day). If UPS Second-Day Air was chosen, it will be delivered by the end of the day on Wednesday (the second business day). Finally, if UPS Overnight was chosen, it will be delivered by the end of the day on Tuesday (the following business day).
Customers billing / shipping to Canada
|Shipping Method||When To Expect Your Order|
|UPS Ground Shipping to Canada||Estimated 3 - 11 business days
|UPS Worldwide Saver to Canada||1 - 6 business days
Most orders are processed and shipped within 2 - 3 business days (Monday - Friday). All orders are individually reviewed by a member of our Customer Service team. Orders with separate shipping and billing addresses may take longer to process as we work diligently to prevent fraud. Making changes after your order is placed may cause delays as well.
For BOTH our U.S. and Canadian customers, occasionally there are unexpected delays due to weather. We will do our best to update our website home page and social media with any notices of delays that we receive. Check the 'News and Information' section on the UPS.com home page for the latest updates that may affect your area.
What if I need to receive my order by a certain date?
Please note this in the comments section of your online order, or call us to place your order (Toll Free 1-800-443-5542, Monday - Friday, 9:00am - 5:00pm, CT). When selecting an expedited shipping method, ensure that your order is placed before 12:00pm (Noon) CT,to ensure that the order will be processed and shipped that same day.
Is it faster to order by phone or order online?
Orders placed online are processed during our next available business hours, along with phone orders. If you have a specific deadline, please call us to place your order or note this in the comments section of your online order.
Do I need to be at home (or at my studio) to receive my order?
UPS deliveries are non-signature-required. Most instances UPS drivers will leave your package(s) for you (at the discretion of the driver). Some drivers will not / can not leave packages at multi-tenant units, such as apartments, condos, or businesses. When your order ships, you will receive an email with the tracking number for your shipment. You can track the package(s) online and know when to expect delivery. If delivery is expected at a time when you are unable to be at the delivery destination, UPS recommends leaving a note for your driver asking them to leave your shipment in a safe designated place. If you would prefer to have a signature required for delivery, this can be added to your order for a $5.00 fee. If you wish to require a signature, please contact us to place your order or make a note in the comments section of your online order.
How are shipping charges calculated?
Shipping charges are calculated based on the size and weight of your items, your destination, and your shipping method chosen. The shipping charges that are calculated in our shopping cart are correct, and you will be charged that amount for shipping unless you choose to make any changes to your order once our Customer Service team has received it. If you choose to add a signature requirement to the delivery (by phone or by noting this request in the comments section of the shopping cart), a $5.00 fee will be added to the total. All orders with different billing and shipping addresses will require Signature Delivery, and the $5.00 will be added to the order total during processing.
How do I know that I have correctly placed an online order?
When placing your order online, you will be directed to a confirmation page when the order has been successfully completed. You will receive a confirmation email to verify that the order has been placed. If you do not see it, please check your spam folder. The email is an automated message acknowledging the successful initial processing of the order and will include a reference number for your order. We will contact you if further information is required to process the order. If any necessary changes alter the final total for the order, you will be contacted and asked to approve the order total before your credit card is charged.
Will I receive a receipt for my order?
Yes! After your order has shipped, you will receive an itemized receipt via email that includes the items ordered, the shipping charges, and your total cost. The invoice / receipt will be sent to the email address that you had provided when you placed your order. If you do not see it, check your spam folder. If you would like to receive a hard copy of your invoice, we will be happy to mail one to your billing address as well. *Please note this request in the 'Special Comments' section of your online order or let us know when ordering by phone.
Where can I buy Paul C. Buff™ flash units and accessories? Do you have any dealers?
Paul C. Buff™ flash units and accessories are ONLY sold factory direct. We do not have any authorized dealers. All orders must be placed by phone or online directly through our company. We prefer factory direct sales as this allows us to maintain a direct line of communication with our customers and save them money by cutting out the middlemen. We directly sell and ship our products to customers in the United States (and U.S. territories), to U.S. Military Personnel, and to customers in Canada. For customers outside of the United States and Canada, please see our International Customers page.
I lost the manual / instructions that came with my order. Can I get a replacement?
Yes! We have all of our manuals and instructions online here, available for you to download. If you prefer to have a hard copy, contact us and we’ll send you a replacement.
What types of payment methods do you accept? Can I use a pre-paid credit card?
For online orders, we accept payment made with debit and credit cards drawn from any US / Canadian bank with a verifiable billing address. We DO NOT accept gift cards, pre-paid credit cards, or international credit cards (credit cards issued by international banks). We DO NOT have an account to accept payments via PayPal, however, if you have a PayPal debit card, we can accept it as a form of payment as long as it is a Visa or MasterCard with a verifiable billing address. We will contact you directly if we have any questions.
You may be able to enter the card number for a pre-paid credit card (if, for example, it is a Visa pre-paid gift card) or for an International credit card and check out online, but these are not methods of payment that we can accept. When we attempt to authorize a gift card, pre-paid credit card or international credit card during processing, the transaction will be voided. The funds will not be released until your bank processes the void (which is a process that is performed by the bank and can take up to two weeks, depending on the bank). Contact us if you wish to pay by cash, check, or money order. We only accept funds in U.S. Dollars ($USD) and only accept checks and money orders drawn from a U.S. bank or U.S institution. Any order, domestic or international, shipping to or associated with a freight forwarder MUST pay in advance via wire transfer.
What is credit card authorization? / I cancelled my order, so why have the funds not been released?
When your order is processed, we will authorize a charge on your credit card for the total amount of your order. This means that the funds will be set aside for the transaction that will happen as soon as the order is picked up for shipment (within two business days). If your order should be changed or cancelled before it is shipped, your bank will void this authorization and release the funds. Each bank has its own process for voiding authorizations and the amount of time that it takes for funds to be released depends on the bank. Usually, the funds are released within two weeks.
Will the shopping cart calculate the discounts applicable to my order?
Whether you are purchasing one of our set packages or building your own, the shopping cart will automatically calculate your discount based on the number of flash units in your order. In the cart, under your 'Order Subtotal', you will see the 'Order Discount' line showing the amount that has been discounted from the subtotal. The discount is taken before your shipping charges are added and before any applicable sales tax is added for Tennessee residents.
What do I do if I realize that I made a mistake in my order after it has been placed?
Do not worry, your order is not shipped and your credit card is not charged until the order is received and processed by our Customer Service team. If you realize that you have made a mistake in ordering or wish to change your order, please email us as soon as you discover the need to make a change. You may call us as well on our Toll Free Number (1-800-443-5542), Monday through Friday, from 9:00am until 5:00pm, CT. Furthermore, keep in mind that we want you to be happy! You have a 60-Day Absolute Satisfaction Guarantee on all items, and you may exchange or return any items that do not meet your needs perfectly within that guarantee period.