Frequently Asked Questions

Returns and Replacements

What is your return policy?

We offer a 90-day return period from the date of shipment. Requests must be received within this timeline to be considered. However, we will reach out to the vendor as a courtesy to determine if they are willing to accept returns outside this period.

Shipping costs are non-refundable. If your order shipped under our Free Shipping promotion, the outbound shipping and handling costs will be deducted from your refund. Commercial or bulk orders are subject to vendor restocking fees.

Please review our Cancellation & Return Policy for full details.

What if an item is missing, damaged, defective, or incorrect?

If there is a problem with your order, please let us know within 48 hours of delivery. Our goal is to provide you with options and reach the best resolution as quickly as possible.

Please contact our Customer Relations team via our Contact Us form and choose "Problem with Delivered Items" from the Reason for Contact drop-down.

You may also submit a request by calling our support team at (866) 390-5227.

How can I order replacement parts?

To determine if replacement parts are available for your item, please contact our support team via our Contact Us form and choose a relevant option from the Reason for Contact drop-down. You may also call our support team at (866) 390-5227.

Be sure to describe the issue in detail and include your past order number and any part/model numbers, if available.

Order Status

How can I check the status of my order?

The easiest way to check the status of your order is to log into your account.

If you did not create an account at the time of purchase, or if you placed an order as a guest, then you will need to contact us to inquire about your order status. However, even if you checked out as a guest, we send all customers a shipping confirmation email as soon as an order ships. This email contains the shipping carrier information as well as the tracking number.

My tracking number shows an incorrect delivery location.

If the final destination of your delivery is incorrect, we may have given you the incorrect tracking number. If this is the case, please contact us with your order details and we will review your order and tracking details.

My tracking number does not work.

If a tracking number we provided does not work, it may be due to a delay on the carrier's website. Tracking details for new shipments can take up to 48 hours to be visible online.

Other times, we may have mistakenly sent you an incorrect or incomplete tracking number. If this happens, we apologize for the inconvenience and will provide you with the correct tracking number right away.

Here are ways to troubleshoot tracking number issues:

  1. If your tracking number begins with a 1Z and is followed by digits and numbers, your package is being carried by UPS. To track this package, visit UPS.com.
  2. If your tracking number is 15 digits long, your package is being carried by FedEx. Visit FedEx.com for tracking options.
  3. Some orders will be shipped via USPS Mail. The easiest way to track these orders is by visiting the USPS website. For UPS, FedEx, and USPS you may also paste your tracking number into Google Search for a direct link to your shipment status page.
  4. If your tracking number is referred to as a "PRO Number" or the carrier information is different than UPS or FedEx (e.g. YRC Freight, XPO Logistics, etc.), your package is being delivered by a freight company. Visit the designated carrier's website for shipment tracking.

My tracking number shows "Delivered" but I haven't received anything.

Occasionally, a carrier will scan a package as "delivered" before it arrives at the final destination. It may take an additional day or two for your package to be delivered.

If the package does not arrive within one to two days of the estimated delivery date:

  • Check with members of your household, neighbors, doormen, or the front desk to see if someone accepted the delivery.
  • Look around your delivery area. Carriers try to leave packages in safe locations such as under porches or benches, at back doors, or around garages.
  • Check your mailbox. Some smaller items may be delivered there.
  • Look for an attempted delivery notice. If the carrier feels it is unsafe to leave your package, the driver will leave an attempted delivery notice.
  • If you are still unable to locate your package, please contact our Customer Relations team via our Contact Us form and choose "Problem with Delivered Items" from the Reason for Contact drop-down.

You may also submit a request by calling our support team at (866) 390-5227.

An item is missing from my shipment.

If the missing item in question has shipped, please check your confirmation email for that item's tracking number. Frequently, items are coming from different warehouses due to availability and will not arrive together.

If you are unable to locate tracking details specific to the missing item, please contact our Customer Relations team via our Contact Us form and choose "Problem with Delivered Items" from the Reason for Contact drop-down.

Product Information

How do I find a product's SKU?

The SKU (stock keeping unit) is a unique identifier that helps us keep track of our product catalog. The SKU number is located on every product page on our site. You can also see a product's SKU on any of our category or search result pages.

How do I know if a product is available or in stock?

On any of our product pages, you can usually see availability status beneath the "Add To Cart" button.

If an item is unavailable for purchase, you will see an out of stock notification and you will not be able to add the item to your cart.

Note: sometimes a product page may not accurately reflect our current stock availability. If you place an order for an item that is currently out of stock, we will notify you right away. You will then have the option to hold or cancel your order.

Where can I see the final price for a product?

Add all items you wish to purchase into your Shopping Cart. Once you enter your zip code at checkout, you will see your total updated with shipping cost and applicable taxes.

Sales tax is charged on shipments to all states across the U.S.

To which countries can products be shipped?

All of our products ship within the contiguous United States. We do not offer international shipping at this time. While customers in Hawaii and Alaska can see estimated shipping costs in their Shopping Cart, we recommend submitting a quote request for more accurate pricing.

How much will shipping cost?

We offer FREE SHIPPING on select orders over $55. To calculate shipping costs, simply add items into your shopping cart and enter your zip code on the checkout page. Your total will automatically update with the shipping cost.

For more details, see our Shipping Information page.

Ordering Information

How do I place an order?

We offer several different ways to place an order:

  1. Order online — When you place an order through our website, you will find it safe, easy, and fast. Our Secure Online Checkout is available 24 hours a day.
  2. Call us — Our sales and service team is ready to place your order over the phone at (866) 390-5227.
  3. Mail your order with an accepted payment method to: Venia Products LLC, P.O. Box 104566, Pasadena, CA 91189-4566

What are my payment options?

  • Credit Cards and Debit Cards (American Express, MasterCard, Visa, and Discover)
  • PayPal
  • Wire Transfer
  • Store Credit (issued from any Got It Wholesale site, non-transferable)
  • Personal Checks, Cashier's Checks, and Money Orders (mailed to our P.O. Box)

Note: Orders paid by personal check, money order, or cashier's check will remain on hold to allow for the check to clear. Credit card orders are processed immediately.

Sales Tax

Sales tax is charged on all orders shipped within the U.S. in accordance with state regulations. The appropriate sales tax will be calculated and applied at checkout.

Using Promotional Codes

When you join our email list, you will become eligible for the various discounts and promotions we offer periodically on select items. Enter your promotion code during checkout to apply the discount. Many promotional codes are limited to one per purchase.

Request Bulk Pricing

We offer discounted pricing for bulk orders. To request bulk pricing, submit a quote request. Our Quotes Department will typically follow up within the hour.

Lighting Sample Terms and Conditions

The Sample Light Program offered by Got It Wholesale is not a return policy. For customers who wish to return products purchased from our store, our standard Return Policy applies.

Please note:

  1. The Sample Light Program is limited to one Venia light package or lighting product per customer.
  2. The customer will provide a valid payment method at the time the sample is ordered.
  3. Failure to return a sample light product will result in a charge to the customer's payment method on file.
  4. We will not accept returns on products that are installed. Customers are free to assemble their sample light package to test or exhibit, but installation will be regarded as a commitment to purchase.

The Sample Light Program is valid for 30 days from delivery. If a sample product is not returned within 30 days with no communication from the customer, we will assume the customer intends to keep the product and the order will be invoiced for the full amount. This program applies solely to Venia Lighting brand street light packages, poles, and fixtures.

Customer Account Information

How do I update my shipping or billing address?

To update your shipping or billing address, log into your account and navigate to your address settings. You can edit existing addresses or add new ones.

Please note that address changes will not affect any orders that have already been placed or shipped. If you need to change the shipping address for an existing order, please contact our support team.

How do I change my email preferences?

To update your email preferences, you may unsubscribe from marketing emails by clicking the unsubscribe link in any email footer. You can also reach out to us at support@gotitwholesale.com to request removal from our email list.

Note: if you place an order with us, we may still send you important information regarding your order status.

To opt out of all communications, please visit our Privacy Opt-Out page.

General Information

Do you have any store locations?

We are an online retailer only. Apart from our online venue, we do not have a brick and mortar storefront where you can view our products.

I don't recognize a charge on my statement.

The easiest way to confirm a charge to your bank account or credit card is to log into your account. There, you will see any pending, completed, or cancelled orders you have placed. All charges on your bank account or credit card should appear as "Got It Wholesale" or "Venia Products".

How do I become a supplier?

We have enabled our suppliers to successfully tap into online growth while working closely with them to protect and promote their brand. We value our supplier relationships and believe in commitment to growth, partnership in customer service excellence, brand and channel integrity, and flexibility.

If you are interested in growing your business with us, please contact us.

MSRP-Based Pricing & Promotions

What does "MSRP" mean and how do you use it for pricing?

MSRP stands for Manufacturer's Suggested Retail Price — the price manufacturers recommend for their products. When available, our pricing is based on MSRP, so our discounted prices reflect genuine savings. Visit our Pricing Policy for complete terms and conditions.

What does "Up to X% off MSRP" mean in your promotions?

This indicates the maximum discount available across our product range during that promotional period. Individual product savings may vary based on manufacturer pricing and current market conditions. In some cases, total savings during special offers could exceed this percentage. Visit our Pricing Policy for complete terms and conditions.

Why might I see additional discounts in my cart during some promotions?

Most promotional discounts are pre-applied on product pages. However, for specific isolated promotions, additional discounts may appear in your cart at checkout. When these cart-level discounts are available, we clearly indicate this on product and category pages. Visit our Pricing Policy for complete terms and conditions.

Still have questions? Call us at (866) 390-5227 or submit a support ticket.