Customer Care

Contact Us

For all of your customer service needs, please contact our Customer Care department by e-mail at or by phone at 855-569-7862, Monday through Friday, 8:00 AM – 8:00 PM and Saturday, 8:00 AM – 6:00 PM EST


Methods of payments
The Shenandoah™ Marketplace accepts the following credit cards as methods of payment.

Master Card
American Express

We are unable to accept checks or cash. 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.

Shipping & Handling

The Shenandoah™ Marketplace ships only within the United States. We do not ship or bill orders to other international locations.

Standard Shipping

Orders are processed Monday through Friday, and most orders will deliver within two weeks. Sample door orders will ship via UPS and sample chip orders will ship via USPS. Our goal is 100% accuracy on quantity and timeliness for all shipments.

All orders arrive with a packing slip. Please confirm that all the information on the packing slip is consistent with the materials in the box. Should you find a discrepancy or if there is damage to your shipment, please contact the Shenandoah Customer Care department.

Order Status & Tracking Packages
You will receive an e-mail confirmation after placing your order. Once your order has shipped, you will receive a second e-mail that includes shipping information. Sample door orders will ship via UPS and will include a tracking number. You can track your package by clicking directly on the tracking numer link in the email. Please note that it may take 24 hours before tracking information appears on the UPS website. Sample chip orders will ship via USPS and will not include tracking. If you have any questions or need changes to your order please eamail us at or call us at 855-569-7862.

Security and Privacy

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 email at or by phone at 855-569-7862.

When you make a purchase from The Shenandoah™ Marketplace, we use the information you provide to process your order. We will send you e-mails 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 The Shenandoah™ Marketplace to recognize your browser.