FAQs Customer Support

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    General - FAQs
    Why should I become a registered user?

    Registered users on CurbellPlastics.com have the ability to check status and track web orders as well as review web order and web quote request history.

    Guest users will not have access to view their web quotes, web order history or web order tracking information.

    I would like to contact someone in sales or customer service, who do I contact?

    Fill out our Contact Us form or email us at shop@curbellplastics.com. A plastics specialist will contact you shortly.

    Why are some items ‘Buy Now’ and some ‘Quote’?

    ‘Buy Now’ materials are available to sell because they are standard stock and readily available.

    ‘Quote’ may require minimums, could be custom, and/or have longer delivery lead times.

    How do I get a quote for something I can’t find on your website?

    Fill out our Get a Quote form and a plastics specialist will contact you shortly.

    Do you offer custom fabrication and/or cutting?

    If you need custom fabrication or a fabricated part, please fill out our Get a Quote form and upload your drawing. A plastics specialist will contact you shortly.

    If you need material custom cut or cut-to-size, you will have the ability to enter cutting instructions after you select the material, see additional information on custom cuts in the FAQs below.

    Do you offer volume discounts?

    We do! Simply fill out our Get a Quote form and a plastics specialist will contact you shortly.

    How long will it take for me to receive my web order?

    Most material that is ‘Buy Now’ will deliver within 2-5 business days after receipt of order.
    For cut-to-size or custom cut orders, there may be additional time needed. A plastics specialist will contact you if necessary.

    Can you ship items internationally?

    Fill out our Get a Quote form and a plastics specialist will contact you shortly to discuss the details of your request.

    Can you ship items to my residence?

    Yes! However, there will be additional charges. Consider shipping to a business address to avoid additional costs. Pallet shipments can't be delivered to a residence. Residential vs Commercial Addresses: Make sure to select ‘Residential’ or ‘Commercial/Business’ on your order so we can process accordingly. Oversized/heavy items need to ship to a loading dock/forklift. Locations that don't have a loading dock/forklift are considered  ‘Residential’.

    I requested a quote and have not received my pricing, who do I contact?

    Use our Contact Us form if you have not received your quote from a Curbell representative. Please reference the Quote # (you received in your confirmation email) and a few pieces of information pertinent to your request. We will contact you to discuss.

    If you are a 'Registered User' on CurbellPlastics.com, please look up your Quote History and reference the Quote # (as seen in your quote history) and Contact Us.

    For immediate help, call 1-800-553-0335


    Web Order - FAQs
    Is there a minimum order requirement?

    When you place your order online, there is not a minimum order requirement. A call to a physical location to place an order, typically incurs a $250 minimum.

    How do I edit my order (or cut instructions) in the cart?

    Edit your order prior to checkout by utilizing the tools in your cart. Remove an item or update the quantity. To add an item, click continue shopping to return to the Shop. To edit or add cutting instructions, follow these steps:

    1. Click on the item's description in your cart
    2. Add cutting instructions to edit/add cut instructions
    3. Enter dimensions, # of finished pcs, and other instructions
    4. Add to cart, then go to cart
    5. Review cart items; remove and/or edit as needed
    6. Proceed to checkout
    How do I cancel an order I placed online?

    You cannot cancel an online order via our website once payment has been processed. You can contact one of our plastics specialists ASAP at shop@curbellplastics.com. Please be sure to have your web order # handy.  

    Can I check the status of my web order?

    If you are a Registered user, you may check the status of your web order online by logging into your web account to review your web order history. If you have any questions (or are not a registered user), please contact one of our plastics specialists at shop@curbellplastics.com.

    Why does my web order say ‘on hold’?

    If you are a Registered user, you may see an ‘On Hold’ status. This status means Curbell is missing pertinent information to complete your order. Order notes (indicated by the notepad icon) will inform you of what is needed to proceed. If you have any questions (or are not a registered user), please contact one of our plastics specialists at shop@curbellplastics.com.

    Why does my web order status say ‘cancelled’?

    If you are a Registered user, you may see a “Cancelled” status. This status means Curbell cancelled your order prior to shipment or amended the original order you submitted based on new information. If your order was changed after the time of submission, you may receive a new order confirmation from one of our plastics specialists. If you have any questions (or are not a registered user), please contact one of our plastics specialists at shop@curbellplastics.com.

    Can my web order ship next day air or overnight?

    Typically, if a standard stock order is processed by noon (EST), we can ship overnight or next day air, however; there will be additional charges. Please note your order number during checkout and send an email to shop@curbellplastics.com with your requirements. If we cannot meet your request, one of our plastics specialists will contact you.  NOTE: There are certain materials that cannot ship next day air such as, adhesives, prototyping materials, or some custom cuts, to name a few.

    I have my own UPS or FED-EX Account #; can I use that to ship my web order?

    Absolutely! During the checkout process, you will have the option to select ‘Use my own carrier’. You will be required to enter the name of the carrier and the account # (if material is being shipped LTL you can put N/A in the account # field). We will ship your order via the carrier you select and your carrier will bill you directly for the shipping charges.

    Why does my item require a pallet and truck delivery?

    Orders over 70 pounds or 36” x 48” may require truck and pallet delivery. This may increase costs and is not available for residential deliveries. If your material is large, consider buying smaller pieces or requesting them to be cut down by adding cutting instructions. See Web Order FAQ on how to edit your order with cutting instructions.

    What can I do to avoid these extra charges?

    You can select a material that weighs less than 70 pounds, is smaller than 36” x 48”, or consider cutting the material down to a smaller size. See Web Order FAQ for steps on how to edit your order with cutting instructions.

    Can I avoid paying tax by submitting my tax exempt certificate?

     

    During the checkout process, you have the option to select ‘Tax Exempt’. You are required to send us a signed copy of your tax exemption certificate to shop@curbellplastics.com. We cannot process your order until we receive documentation of your tax exempt status. If you need a blank certificate, please Contact Us. Note: We only charge tax on orders shipping to: AZ, CA, CO, CT, FL, GA, ME, MA, MI, NC, NV, NJ, NY, OH, PA, TX, VA, and WA.

    I do not want to pay with a credit card; do I have any other options?

    A credit card is required to complete your order online. However, you may Contact Us to request an account with terms. A plastics specialist will contact you shortly. 

    Help, I only received part of my order?

    Curbell Plastics has several shipping locations so it is possible that your order shipped from multiple locations. You should receive all material within 2-5 business days unless you were contacted by one of our plastics specialists. You can also send an inquiry to shop@curbellplastics.com.


    Custom Cut Materials - FAQs
    I would like to have my item cut to a specific size, how do I do that?

    If the material you selected (in our online catalog) can be cut to a different size, you will have the ability to enter cutting instructions after you select the material (BUY NOW). You will be asked to submit the # of finished pieces needed as well as the finished size of the pieces.

    If you have other requirements and would like a quote, please fill out our Get a Quote form.

    What are tolerances?

    Due to certain environments (temp, humidity, materials), cutting equipment needs to have a tolerance in order to cope with the variables. A tolerance is the min and/or max size of your finished piece. Our standard tolerance is +/- .030”. For example, cut pieces that are 12” x 24”, can measure between 11.970” and 12.030” on the width and 23.970” and 24.030” on the length to be considered within tolerance.

    How do I calculate the number of finished pieces I can yield out a sheet I selected?

    First, you must consider the saw kerf (material lost from the saw blade). Our saw blades are typically .187” wide.To calculate yield, add the width of the saw blade to the width and length of your cut piece dimensions. You can utilize the full width and length of the sheet size by letting us know that you can accept pieces being “saw cut undersized” in the cutting instructions box. If you accept this, your finished pieces will be slightly undersized (approximately by .125” - .187”). 

    Can you show me an example of calculating yield?

    Yield - Divide the width of finished pcs into the width of material multiplied by the length of finished pcs divided into the length of material. (Add 0.187” to the length & width of each piece for saw kerf).
    Example: Finished pieces are 6.5” x 15.5” and starting sheet size is 48” x 96”
    48” / 6.687” = 7 pieces
    96” / 15.687” = 6 pieces
    7 pieces x 6 pieces = 42 finished pieces - 6.5” x 15.5” can properly yield from a 48” x 96”
    Contact 
    shop@curbellplastics.com if you would like more help.

    What if I need more than one size cut from the sheet I selected?

    If you need more than one size cut from the material selected, you have a few choices. (1) Enter the 1st cut dimensions and the # of finished pieces in the typical cut instruction fields, then for the 2nd cut, add the additional dimensions in the 'Cutting Instructions' dialog box, or (2) Go back to the shop section and select 2 new base pieces more appropriately sized for both your custom cuts. If we have questions, a plastics specialist will contact you.

    Can you cut rods and tubes to length?

    We sure can! During the Order Review process, please let us know how you'd like them cut down.
    Add your instructions in the 'Additional Information' dialogue box. Please note that additional costs may be incurred.
    *Note: rod and tube cut requests may require a minimum length. A Curbell representative will contact you if your request is outside the realm of possibility.

    Why can’t I enter cutting instructions on the material I selected online?

    There are some materials that are not available for cut-to-size online. These materials will not have the cutting instruction option. If you can’t find what you need, simply fill out our Get a Quote form and get exactly what you need.

    What are your typical cutting capabilities (width, length, thickness)?
    • For a thickness of 1/4 in. and above, we can cut 1/2 in. width strips, however strips cannot be less than 3 inches in length.
    • For a thickness below 1/4 in., we can cut 3/4 in. width strips, however strips cannot be less than 3 inches in length.
    • Contact us for any custom cut requirment that is beyond this standard.
      *Note: rod and tube cut requests may require a minimum length. A Curbell representative will contact you if your request is outside the realm of possibility.
    Why did my price change when I selected ‘Add Cutting Instructions’?

    Since you added cutting instructions, the price changed in order to reflect the new cutting charges that will be applied to your order for this service.

     

    Why do I get an error message when I enter my cut dimensions and/or # of finished pieces?

    The error message is letting you know that the # of finished pieces and/or the dimensions are not possible based on the quantity and/or size of the material you selected to cut. Increase the quantity of material or adjust your # of finished pieces and/or dimensions of cut pieces. See ‘Can you help me calculate the number of finished pieces I can get out of the sheet(s) I selected?’ FAQ above.

     


    Registered Users - FAQs
    Why aren’t my login and/or password working?

    Your login is the email address you used when you signed up to be a registered user with curbellplastics.com
    Your password must be 8 characters and include at least one special character (i.e. !@#$).
    If you forgot your password, please click on ‘forgot my login or password’ and follow the online directions.

     

    How do I update my email address?

    You can update your email address in your profile. Remember your email address will be used for account login and for all correspondence concerning your web account. See our Privacy Policy.

    Where can I see my web order history?

    Once you login you can see your web order history under ‘my account’.

    I need a quote on material, but in a different size. Do I need to start from scratch?

    No! As a registered user, you can edit an existing web quote request and resubmit it as a new quote. Once you login, you can see your web quote history under ‘My Account’. Click on Web Quote Requests and choose a request to Edit or Create a New RFQ.

    How do I find my tracking information for my web order?

    You may check the status of your web order by logging into your web account and reviewing your web order history. Once your web order has shipped, your tracking and carrier information will be available for you on the order in your Web Order History. If you have any questions (or are not a registered user), you can contact our plastics specialists at shop@curbellplastics.com.

    Why does my web order say ‘on hold’?

    If you are a Registered user, you may see an ‘On Hold’ status. This status means Curbell is missing pertinent information to complete your order. Order notes (indicated by the notepad icon) will inform you of what is needed to proceed. If you have any questions (or are not a registered user), please contact one of our plastics specialists at shop@curbellplastics.com.

    Why does my web order status say ‘cancelled’?

    If you are a Registered user, you may see a “Cancelled” status. This status means Curbell cancelled your order prior to shipment or amended the original order you submitted based on new information. If your order was changed after the time of submission, you may receive a new order confirmation from one of our plastics specialists. If you have any questions (or are not a registered user), please contact one of our plastics specialists at shop@curbellplastics.com.