Frequently Asked Questions
Are you a manufacturer or a distributor?
Both. We source casters, wheels and parts globally, and do some domestic assembly.
What if I need a lot of casters?
Caster Connection stocks large quantities of the most popular casters and wheels. If you need more than we have on hand, we will partially fill your request right away and complete it as soon as possible. We can fulfill orders for specialized casters too, though we may need to order them.
What is your minimum order?
No order is too small. We strive to satisfy all our clients—from one-man shops to global giants.
If the product doesn’t work, can I return them?
We’re not satisfied unless you’re satisfied!
If any product does not satisfy your needs, it may be returned within 30 days of order receipt for a product refund. Before sending your item back, you must contact Caster Connection with information for your Return Material Authorization (RMA) Number.
Returned* merchandise must be in its original box, in new condition and include a copy of our packing slip. Please mark the RMA Number clearly on the outside of the packaging. Client is responsible for return freight charges.
- Returned product is subject to a 15% restocking fee.
*Customized products (i.e. CREATE-YOUR-OWN Vintage Casters) are not eligible for refund.
How do you handle shipments?
We ship using a variety of methods to best satisfy our clients’ requirements. Just tell us your preference and timing.
Do you ship internationally?
We do ship Internationally.
Regarding International Shipping: Our prices do not include duties, value-added taxes, or miscellaneous fees that may be assessed in connection with international shipping. If assessed, these charges are imposed after a package leaves our possession and are the responsibility of the package recipient, who will be billed for them by the local Customs Office, the shipping company, or others. Rejecting an order due to duties, taxes, or fees does not entitle the purchaser to a refund from us and may not avoid the duties, taxes, or fees.
What is the lead time?
Most items are available for immediate shipping. In those instances where additional lead time is necessary, we will provide an expected delivery date.
How do I know what the lead time to ship is?
We list lead times for 95% of the items on our website. It’s located, along with other attributes, on the bottom of the product page. If the lead time isn’t listed, contact us and we’ll let you know. On the off chance, we don’t have stock of the item, we’ll let you know ASAP so you can plan accordingly. We also drop ship (shipping items from other warehouses), at no extra cost to you, if it can save time.
Lead time says “2-3 days to ship”, but how long is my order in transit?
We use UPS ground for all orders (if it’s not too heavy) unless given other directions. Below is a map of how long a standard ground order takes to reach you once it ships from our location in Columbus, Ohio. At checkout, you can get an estimate of how much the shipping charges will be.
Does your price include shipping?
No. Shipping is additional.
What happens after I place my order?
Once your order is placed an automatic confirmation email is sent to the email address provided. This email comes with a confirmation number. We use these to track your order internally. If you call us to check on your order it helps to have the confirmation number handy.
If for some reason you didn’t receive a confirmation email, check your spam/junk email box. If you still can’t find it, contact us and we’ll get it over to you.
Before the order is processed, it’s sent to our client solutions team. They look it over and enter it into our system. Orders are processed on the same day they are received, usually within a couple of hours unless the order is placed on a weekend or after business hours. In that case, we’ll get to it first thing the next business day. Orders are processed between 7am and 3:30pm eastern time.
After the order is in our system, it’s then sent to our warehouse for assembly.
Are you running any promotions?
If we’re running a promotion, there will be a promo code at the top of the front page on the Caster Connection website. Use that promo code at checkout to gain the discount.
Do you supply Original Equipment Manufacturers?
Yes, we frequently work with OEM clients, and provide volume discounts on large orders.
Is this the best price available?
Caster Connection strives to provide the highest value possible to its clients for their investment in casters and wheels. Our prices reflect that philosophy.
Do you have price breaks?
Large orders allow us to realize efficiencies in our operations, and we pass on the savings in the form of volume discounts.
Do your capacity specifications assume 4 casters will be used, or are the loads indicated per caster?
Our weight capacity specifications are the maximum recommended weight per caster, however we recommend diving total weight by 3 rather than 4, for safety purposes.
What different payment methods do you accept?
One-time or infrequent clients can pay with credit card. Clients who order regularly are encouraged to open an account with us.
If you are an existing client, payment terms will be as agreed to when the account was set up.
You may also contact Caster Connection for NET 30 payment terms.
How do I set up a website account with you?
Accounts can be set up via our Account Login page. You’ll be able to keep track of your past orders and more.
Please explain the meaning of your founding principle:
“Constantly seek ways to increase the value our clients receive for their investments in casters and wheels.”
We believe in providing the highest overall value for our clients’ investments. To us value means quality, availability, delivery, and the bigger picture view of Total Cost of Ownership (TCO).
High-quality products perform better and last longer, resulting in less down time, fewer production interruptions, and happier production and maintenance staffs. Sometimes, high-quality casters and wheels cost a little more upon initial purchase, but over the life of the product they are actually less expensive for the client’s bottom line.
If a client’s primary concern, however, is the initial price and not TCO, we can provide guidance toward an economy product that will meet that need. It’s very important for Caster Connection to gain a clear understanding of the client’s short- and long-term goals in order to provide the correct recommendation.