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Frequently Asked Questions

General Questions

The corporate offices of Caster City are located in Las Vegas, Nevada however we have warehouses throughout the country.

Our shopping cart is equipped with 128 bit encryption for your protection. This is the same level of encryption used by most banks.
Our minimum order is $20.00. This is the absolute minimum sale required to process an order. We tell you that we have a minimum. Some companies ask how many first and adjust your price to hit their minimum.
M-F 7:30 AM to Noon & 1:00 PM to 2:30 PM Pacific Time – We close for all Holiday.
No, we are an internet company only. We do not have walk-in facilities.
No, we stock very little at our Las Vegas corporate offices. All of our products are shipped from various warehouses throughout the country.
Being an internet company, our standard payment terms are Credit Card. You can only order by Credit Card when using our shopping cart. For companies that have large requirements, open account may be available. Please inquire.
Yes, although the majority of our sales are to business, we welcome orders from consumers.
Yes, depending on the product and quantity. Every requirement is different. Call us toll free at 800 – 501 – 3808 with your requirements. We do not have a standard discount schedule.

Certainly, however there may be a restocking charge. You are responsible for the return shipping and MUST contact us for an RGA number along with the address to return the products. Not all orders are returned to Las Vegas. Our Restocking fee policy is very simple. If you made the ordering mistake, you may be charged a 15% Restocking fee. If the error was on our part, we wave the fee.

What some customers don’t understand is that most of our products are made to order. The casters are assembled on an order by order basis. They are not sitting on a shelf in the warehouse assembled. When products are returned, they must be un-assembled and the parts returned to inventory. There is a cost involved for that labor.
You can phone in your order although our phone lines are very busy most of the day. If you know what you want, it is easier to order over the internet. Of course, if you have questions, you should call us before you place your order. Call us on our toll free number 800 – 501 – 3808.
Unless you have questions, no, it is easier to order over the internet.
If you click on the Part Number of the product that you are interested in, you will be taken to a page which will show you a photo of the product, available options if any and the PRICE. Part Numbers are generally found in the “specification tables” towards the bottom of the page in the “BLUE” columns below the moving “BLUE ARROWS” or on the lower part of the product description on some pages in our “Other Products” section.

Shipping Questions

Unless otherwise stated, all products on our website are normally in stock. Products that are in stock are usually shipped within 48 hours. If you have requested expedited shipping, other than UPS Ground, we will make an attempt to process your order ASAP. When ordering, bear in mind that we do not ship on weekends and that with UPS, the day shipped is not included in the service. Also, most of our warehouses are on the East Coast so, orders placed after 3 PM Eastern Time will not be shipped until the following day.
We have warehouses in Pennsylvania, Georgia, Illinois and Texas. We try to ship from the closest warehouse that has your product in stock. Not all warehouses stock the same products.

If you need to return a product, you MUST request an RGA Number. Along with your RGA Number, we will give you shipping instructions as to WHERE to RETURN the products. NOT ALL PRODUCTS ARE RETURNED TO LAS VEGAS !!!!!

Shipping is calculated using the total weight of your order. We connect to the UPS computers from our shopping cart to get the current actual shipping charges to your location. UPS will only calculate weights up to 125 lbs. If your order is more than 125 lbs., you will see “No Shipping Options” on the shipping page of the shopping cart. Continue to place your order and we will charge you card separately for the shipping.
We ship to the Continental United States, Alaska & Hawaii from the Website. We have, on occasion, shipped to other areas. Call us at 702 – 396 – 1510 to see if we can ship to your location.
You can track your order from our website. Click on “Order Tracking” at the top of any page and follow the instructions. If you have problems tracking your order on the website, email us or call us toll free at 800 – 501 – 3808. We do not automatically send out tracking numbers.
No. Our shipping facilities are setup to only ship on our UPS account.
That option is not available in our shopping cart. If it is imperative that we ship FedEx, contact us toll free at 800 – 501 – 3808.

Caster & Wheel Questions

Caster rule of thumb: use a hard wheel on carpet and a soft wheel on hard floor surfaces. Wheels like Polyurethane, Polyolefin or Nylon will work well on carpet.
Caster rule of thumb: use a hard wheel on carpet and a soft wheel on hard floor surfaces. Wheels like Polyurethane or Rubber will work best on hardwood floors. Rubber is the best, however, if you must also roll over carpet, then we recommend polyurethane which is compatible with both.
Caster rule of thumb: The larger the wheel diameter, the easier it rolls. Choose the largest wheel diameter for your application. If size doesn’t matter, choose a large wheel.
Caster Wheels that are left in the same place for long periods of time with heavy weights may develope a flat spot depending on the wheel material. The harder the wheel material the less likely it is to go flat. Very hard wheels like Phenolic or Steel are recommended for heavy storage applications. When designing your application, choose a caster where the entire weight of the application can be supported by one caster. By doing this, each caster is only “working” at 25% of it’s capacity and flat spots due to storage will most likely be avoided.
Our Total Locking Casters are excellent for this application. They lock both the swivel and the wheel. We also recommend these casters for woodworking tools such as table saws, radial arm saws, drill presses, etc.
Our “Capacity” specifications are for a single caster or wheel. If you are using 4 casters, the total capacity would be 4 times our stated capacity. Example: A chair caster with a maximum capacity of 80 lbs would have a maximum capacity of 400 lbs if 5 were used on a chair.