Frequently Asked Questions

General Questions:

1. How can I contact you directly?
2. What do I do if there is a problem with my order?
3. What is your return policy?
4. When will I receive an email confirmation of my order?
5. Where is your office located?
6. Do you groom dogs?
7. What shows are you a vendor at?

Placing an order or Requesting Service:

1. How much does it cost to Sharpen Blades or scissors?
2. How much does clipper repair cost?
3. Where is the sharpen and repair form?
4. Do I have to clean my equipment before sending it out?
5. How should I package my equipment when sending it out for repair?

Website Questions:

1. How do I add items to my shopping cart?
2. How do I delete items from my shopping cart?
3. I can’t add items to my shopping cart.
4. What do I do if I forget my password and can’t log on to the site?

Payment and Billing Questions:

1. How can I pay for my order?
2. Is there a minimum order size?
3. When is payment due?

Shipping Questions:

1. How do I track my order and check its status?
2. How soon will my order be shipped?
3. My order arrived damaged. What should I do?
4. When can I expect my order?
5. When can I pick up my order?
6. How much is shipping on service orders?

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How can I contact you directly?

Contact us by phone, email or mail

• Hours: Monday through Friday 7:30 am to 3 pm EST. For urgent matters or to meet outside regular hours, please call and make and appointment.

• By Phone: Call us at (717) 533-4426 if you are calling from the U.S. or Canada.  

• By Mail: Frank Rowe & Son  309 Hockersville Road Hershey, PA 17033  

Customer Service

We are here to help! If you’ve already placed an order and have questions about it, require assistance from our Technical Support staff, or you can’t find a particular product email us at orders@FrankRoweandSon.com. By phone: Call Customer Service at (717) 533-4426.

What do I do if there is a problem with my order?

All products that we sell carry our complete guarantee of satisfaction. If you have an issue, we want to make it right! Please email us at orders@FrankRoweandSon.com with a description of your specific question or issue. We typically answer all emails within 24 hours. Or, call us at (717) 533-4426, and we will be happy to assist you.

What is your return policy?

All products that we sell carry our complete guarantee of satisfaction. If for any reason you’re not completely satisfied, you can return it within 30 days. We will give you an exchange or refund (excluding freight), whichever you prefer. If you are dissatisfied, please call Customer Service at (717) 533-4426, or email orders@FrankRoweandSon.com. We want to make it right! If you need to return merchandise, call for a return authorization number . To process your return, please print the return authorization number, indicate what items you are returning, the reason for the return, and what action you would like us to take.  

Send your return via UPS or insured mail to: 

Frank Rowe & Son
309 Hockersville Road
Hershey, PA 17033

*Restrictions*: We regret that personalized items and videos cannot be returned unless there is a defect in workmanship.

When will I receive an email confirmation of my order?

You will receive an email confirmation within a few minutes of placing your order on our website.

Where is your office?

As a small family owned and operated business, we operate right out of our garage workshop. Heading east 422, turn right onto Mill Street (The road between the Staples and Exxon.) Turn left into the ally between W. Areba Ave and Beech Ave. Our brown garage will be on the right. It is marked “541 Beech Ave”. If you are having trouble finding us, don’t hesitate to call us.

Here is a google map to direct you from our shipping address on Hockersville Road


View Larger Map

Do you groom dogs?

We do not groom dogs. However, we do have a wide selection of grooming equipment for a you to try out!

What shows will you be a vendor at?

You can see a list of our shows HERE.

 

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How much does it cost to sharpen blades or scissors?

• Clipper blades cost $6.00 each.
• Wahl small ARCO blades cost $7.00 each.
• Scissors or thinners of any style are $6.00 each.

How much does clipper repair cost?

• Andis, Oster and Wahl animal clippers cost $20.00 labor plus parts.
• Large animal clippers (horse, cow, sheep, etc) cost $25.00 larbor plus parts.

Where is the Sharpen and Repair form?

The form can be found by clicking HERE. Please print, fill out and ship with your equipment for repair. The more detail, the better!

Do I have to clean my equipment before I send it out?.

Frank Rowe & Son has instated a new policy. As of June 1^st 2011, any clipper blade, scissor or clipper that arrives thoroughly soiled is subject to additional charges for cleaning.  These charges vary on the degree of debris and original service requested. 

When dirty equipment arrives, our sharpeners and repair technicians must take additional time to thoroughly clean the tools before servicing.  These extra steps are taken to prevent contamination of other tools. To avoid these charges in the future, please remove excess dirt/excrement from equipment before requesting service.

How should I package my equipment when sending it out for repair?

Please wrap each blade or scissor with care. Wrap with old newspaper or other cushioning and place in a well sealed box or padded envelope. **Blades will tear through ordinary paper envelopes.

 

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How do I add items to my shopping cart?

Once you have selected the item(s) that you want to add to your shopping cart, simply select the quantity you wish to order and then hit the Add To Cart button to add the selected item to your shopping cart. At this point, you can continue shopping or check out.

How do I delete an item from my shopping cart?

Delete unwanted items from your shopping cart by clicking on the "X" button located on the right side of the item entry in your shopping cart.

I can’t add items to my shopping cart.

If your browser is set to refuse cookies, your shopping cart may report that it is empty. Our site uses cookies to keep track of the items in your shopping cart. If cookies are turned off, then the shopping cart feature will not work for you. If this is the case, your have two options. You can set your browser to accept cookies and you will be ready to start shopping. To learn more about adjusting cookie settings, please refer to the help contents of your Internet browser and search for "cookies". Or, you call call (717) 533-4426 to place your order.

What do I do if I forgot my password and can not log on to the site?

All passwords are case sensitive. Please retry entering your password. 

If you forget your password, click on the "Forgot Password" link. Once you type in your email address at the prompt and a new login key will be sent to you. Click the link in the e-mail to sign in, and then change your password.

If you still cannot log on to the site, let us know by emailing us at orders@frankroweandson.com, and we will reset your password for you.

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How can I pay for my order?

You have several payment options:

• Credit Cards: We accept Visa, MasterCard and Discover.

 

• By Check: You may pay with either a personal or business check made out to Frank Rowe. We do not use PayPal. After you have submitted your order, you will receive an order number. The order number should be written on the memo line of the check and mailed to: 

Frank Rowe & Son 
541 Beech Avenue
Hershey, PA 17033

As soon as the check clears your order will be shipped. We will cancel any orders placed that are not in receipt of a check within two weeks.

Payment via certified check or money order will avoid the clearing period required by using personal or business checks.

• Gift Certificates: Frank Rowe & Son sells and accepts Frank Rowe & Son gift certificates. To use a gift certificate, you will be prompted to enter the gift certificate number during checkout.

Is there a minimum order size?

There is no minimum order size.

When is payment due?

Payment is due before shipping the merchandise or before service is complete.

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How do I track my order and check its status?

Our site features live online order tracking. When you place an order, you will receive an email order confirmation which will contain a link so you can check on the status of your order. Or, you can go to the My Account section of our website and use your order number to check the status track of your order.

• Tracking Shipments: When we ship your order, you will receive a Shipping Confirmation email with a link so that you can track the location of your order and see the anticipated delivery date.  

If you have any questions regarding tracking, please email us with your order number at orders@FrankRoweandSon.com. Or, call us at (717) 533-4426.

How soon will my order be shipped?

We pride ourselves on prompt and accurate shipping of all orders. Orders received by 2 PM EST Monday through Friday are shipped the same day. Orders placed after 2 PM are usually shipped the next business day. Weekend orders and orders placed on Friday after 2 PM will be shipped on Monday. Products with slightly extended delivery times, such as items shipped directly from the manufacturer, are identified with their expected delivery times noted.

My order arrived damaged. What should I do?

All shipments are fully insured, and damaged merchandise will be replaced promptly. If a package appears damaged at the time of delivery, you have the right to refuse it. If you discover the damage after opening the box, do not dispose of original shipping cartons or the damaged merchandise as examination by the carrier’s inspectors may be necessary.

• UPS Shipments: Should damage occur in a UPS shipment, notify UPS immediately at 800-PICK-UPS and then contact Frank Rowe & Son at (717) 533-4426 or email us at orders@FrankRoweandSon.com. 

• USPS Shipments: If a Parcel Post package arrives damaged, have a local postal clerk verify the damage, then notify us. 

When can I expect my order?

Delivery can occur next day or take up to 7 business days after your order has shipped, based on your exact location and your shipping selection.

• Shipping Confirmations: Once your order has shipped, you will receive a shipping confirmation email with a link that will enable you to see the location of your order and its and anticipated delivery date. 

Next Day/Expedited Delivery

Next Day Air Saver, 2nd Day, and 3-Day shipping are available for an additional charge. We recommend UPS 2nd Day Air for two-day service anywhere in the U.S. for a nominal cost based on the weight of the order. At final checkout, you can select one of these options and the cost will be automatically calculated for you. Please note that delivery times for Next Day Air Saver, 2nd Day and 3-Day refer to business days only and excludes weekends and holidays. Note: Aerosols cannot be shipped via air or outside the continental U.S.

When can I pickup my order?

If you are looking to pick up your order at the shop, we will call you when it is ready. If your order has been prepaid and you wish to pick up after hours, please call to make arrangements .

What will the shipping cost be when my service order is returned to me?

We are unable to predict the exact cost of shipping until after the order is complete and packed. To better serve our customers, we charge the actual shipping cost-- not a general Shipping and Handling fee-- to save you money. A good estimate of the cost would be the cost of shipping to us, plus a small amount due to packaging and paperwork.

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