Frequently Asked Questions
J.R. Merritt Controls is committed supporting our customers and our range of products. To help with using and navigating our Spare Parts Online Store, we have compiled the most frequently asked questions below.
WHAT IS AN AUTHORIZATION CODE AND WHY DO I NEED IT?
An Authorization Code is a unique identifier code that is used during the registration process. This code will tie your online account with our company database, which will ensure you receive the correct online store pricing.
Request your authorization code online to begin the registration process. Once you have received your authorization code from the J.R. Merritt Customer Service team, please return to the registration page and paste the code into the applicable field to complete registration.
WHEN WILL MY ORDER SHIP?
All in stock joystick, handle, and chair system spare parts typically ship within 3 to 4 business days. Full seat assemblies are built per order and are currently shipping wtihin 6 - 8 weeks. Replacement handle kits are also built per order and typically ship within 1 to 2 weeks.
Please contact us for an estimated fulfilment / delivery timeframe on backordered items. If your order has a combination of in stock and backordered items, your order will ship once all items are available. If you would like to receive a partial shipment (of in stock items), please specify this during the checkout process in the Notes / Instructions field. See our Shipping Policy page for more information.
HOW CAN I TRACK MY ORDER?
You can review the status of any order (submitted through this site or not) by visiting your Account page and navigating to the "Activity & Notifications" section on the right side of the page.
HOW CAN I CHANGE MY PASSWORD?
You can change your password on the account page by clicking "Change Password," which is located on the top left part of the page.
WHAT PAYMENT OPTIONS DO YOU ACCEPT?
We accept most major credit cards (Visa, Mastercard, and American Express) and also provide invoice-based billing if you have an established credit account with us. If you have selected the invoice option, all orders will be invoiced to the primary billing address listed on your account. If you are a first time J.R. Merritt customer and would like to setup a credit account, please contact us.
WHAT CURRENCY IS YOUR PRICING IN?
Our online store pricing is in U.S. Dollars (USD). All transactions will be handled in USD. If your credit card account is in a currency other than USD, you may be subject to a foreign currency transaction fee. We are not responsible for the exchange rate or any additional charges your bank or issuing credit card company may charge you.
HOW DO I RETURN AN ITEM I HAVE RECEIVED?
Please contact our Customer Service department via the form on our Contact Us page or by calling 1-800-333-5762 to start the return process. All spare parts and standard product returns are subject to a minimum 20% restocking fee. The actual restocking figure will be determined at the time of the request.