Customer Service

Customer Service

Contact Us

For all of your customer service and technical support needs, please contact our Customer Service Center by e-mail at wixfilterssupport@robertsonmarketing.com or by phone at 800-204-0041 between the hours of 8:00AM and 7:00 PM Eastern Standard Time.

Display

Site Display Issues:

If you are using Internet Explorer 8 and are experiencing problems viewing the site or its contents, set your browser to compatibility mode. This should solve all of the layout and display errors.

Purchasing

Personal Purchase:
The Wix Filters Online Marketplace accepts the following credit cards for personal purchases:
Visa – MasterCard – American Express – Discover.

If we are unable to process your credit card, please check to ensure you entered the correct card number and expiration date and that the billing name and address match exactly what is on your credit card statement. Please contact your credit card company with any further questions.

We are unable to accept cash or checks.

Direct Billing:

In order to enroll in Direct Billing with WIX, please note that you must first make at least one purchase using a credit card or advanced payment in the form of a check. If you have already done so, please proceed with the form whose link is at the bottom left hand corner of this site. If not, please make thise preliminary purchase first and then submit this Direct Billing form and we will be happy to process your request

Shipping

Both ground and expedited ship methods are offered on the website at the time of check out.

Orders for in-stock merchandise shipping ground will be processed within 2 business days pending credit card authorization if applicable. All orders will arrive with a packing slip. Please confirm that all the information on the packing slip is consistent with the materials in the box. If you find a discrepancy please keep your original packaging and contact customer support at 800-204-0041 and make note of any damage to the box.

For east coast locations - orders will arrive within 1-3 days of shipment via ground service.
For west coast locations - orders will arrive within 4-6 days of shipment via ground service.

Expedited orders will ship out same day, if placed by 3pm and pending credit card authorization. If an expedited order is placed after 3pm, it will ship out the following business day.

The Wix Filters Online Marketplace ships to domestic and international locations. There is a document handling fee for all international orders. We do not ship to Post Office (PO) boxes. Please allow additional processing and delivery time for international locations.

Shipping charges, where they apply, will be added to the order placed on the website.

Shipping Rates:
Price of Order UPS Ground Business UPS Ground Residential UPS 2nd Day Air UPS Next Day Air Saver UPS Next Day Air
$0.01 - $10.00 $5.89 $8.68 $14.85 $26.96 $29.57
$10.01 - $25.00 $6.89 $9.86 $16.40 $30.43 $33.43
$25.01 - $50.00 $9.44 $12.83 $18.86 $33.76 $37.04
$50.01 - $100 $12.33 $16.19 $23.58 $39.87 $43.78
$100.01 - $200 $14.39 $19.49 $37.85 $56.84 $63.43
$200.01 - $300 $19.55 $26.90 $72.56 $94.97 $105.88
$300.01 - $400 $25.19 $33.69 $98.88 $123.43 $137.62
$400.01 - $500 $35.08 $45.84 $157.97 $188.85 $196.17

Checking Order Status

You will receive an order e-mail confirmation from the website when you submit your order. This will include your order number. You can check the status of your order by selecting the Order Status option on the website and searching for your order number. If we have questions about your order we will contact you by phone or e-mail. Likewise, if you have questions about or changes to your order, please contact Customer Support at 800-204-0041 or e-mail us at wixfilterssupport@robertsonmarketing.com.

Tracking Packages

You will receive a shipment e-mail confirmation including the tracking information from the website when your order ships. We will also include an order tracking number on your order status page. To track the package - click directly on the tracking number. This will take you to the carrier’s website. Please note that it may take 24 hours before tracking information appears on the carrier’s website.

Returns

Unwashed, unworn or unused merchandise may be returned within 30 days from the date of purchase with an original receipt. Damaged or defective merchandise may be returned within 90 days from the date of purchase with original receipt. To return please include original packing slip and circle the item(s) that you are returning. For a return, we will credit the card or cost center used to place the order. Pack and seal your return securely, in the original package. Packages must be returned prepaid – we do not accept COD deliveries.

Return the package to:
Returns Department
Wix Filters/RMG
359 Kesler Mill Road
Salem, VA 24153

We will refund shipping charges if we've sent the wrong item or if the item sent is defective or damaged in shipment.

Security

We have made every effort to safeguard the information transmitted to this site. Below, we have provided some technical information that will help you understand the safeguards we have instituted for your protection.

We are utilizing the industry standard SSL (Secure Sockets Layer) security protocol that our database uses to interact with secure browsers. The secure browsers we support include Netscape, Microsoft Internet Explorer and Safari. Don't worry if you are not sure if your browser supports SSL. We have designed our catalog so that it will not allow you to transmit the order without SSL functionality.

Many parts of the database are used only to view information. The view only areas contain information that is not proprietary and does not contain confidential information. In order to gain maximum speed, these areas are not designated as secure areas. This is a common practice among all Internet commerce sites.

In areas such as the check-out area, vital information is exchanged. In this area we use the SSL protocol to safeguard the data. In most browsers, your URL address will change from "http" to "https". This is your cue that you have entered a secure area. Some browsers will even notify the user once they leave a secure site. A pop-up window will appear letting you know you have left a secure area. Do not be concerned if this message appears during your electronic session.

After your information has been transmitted, we process your order on a different server that is not connected to the internet. This server does not have any outside modems or links to the outside world. All information on this server is protected with multiple layers of software security.

If you have any technical questions or concerns, please e-mail us and we will be happy to respond.

Privacy

When you make a purchase from Wix Filters Online Marketplace, we use the information you provide to process your order. We will send you an e-mail to confirm your order and may need to contact you by phone, postal mail or e-mail if we have questions about your order. We respect your privacy and will not sell or rent your information to third parties or market to you without your permission. For your convenience, we use cookies that help us recognize you for future orders. The cookie will remember your system, access level and preferences -- it is not used to record any personal information. They are encrypted and cannot be read by any other web page. The cookie itself actually contains no personal information, just a unique identifier for Wix Filters Online Marketplace to recognize your browser.