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Frequently Asked Questions

How do I place an order?
Orders may be placed via our website, by telephone, fax, or by mail.

Website:
www.theatrehouse.com
Telephone:
1-800-827-2414
Fax:
859-431-1837
Mail:
Theatre House, Inc.
400 W Third St.
Covington, Ky. 41011

How can I add on to an order?
We are more than happy to add on to an existing order, as long as it has not been packaged to be shipped out. The best way to add on is to write us an email immediately with your order number and the product code, description and quantity you wish to add. We will write back and let you know if it was possible.

When will my order ship?
Most orders ship the same day if received before 1:00 est. When this is not possible due to an item being out of stock, etc., your order may be held if time permits for the order to ship complete.

What are your hours of operation?
We are open for order processing between 9:00 am and 4:00 pm EDT Monday - Friday. Our physical store is open 9am to 5:00 pm Monday - Friday.

How do I know if an item is out of stock or on back order?
Rush orders are typically informed by email or a phone call the same day the order is processed. All other orders will be informed on the packing list that arrives with original order. If it is getting close to your required by date please Call, Fax or just send us an E-mail with your Customer# or Order# for an update on your items.

When will my back order ship?
Please call or write an email for an update on back ordered items. We ship back ordered items the same day they come in. We will contact you before shipping the item if it is past your date. Most backordered items do come in within two weeks.

I am getting an error message when I try to submit my order, what can I do to make it go through?
The most common error when placing an order is incorrect billing information. All credit card info is submitted directly to the credit card companies for verification. Billing information MUST match exactly. Another common issue are PO Boxes. When the billing address for your credit card is a PO Box, it is usually best to type ONLY the number. i.e "PO BOX 123" would be entered as "123".

It says I need to give a company name but this is billed and shipped to my house. What do I do?
Please enter N/A or home if it is to your house. Do not put down a business name unless it is billed to or shipped to a business. It delays the processing when we have to verify whether it is a home or commercial building.
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