FREQUENTLY ASKED QUESTIONS

FREQUENTLY ASKED QUESTIONS.......

This section of our web sight is dedicated to the most commonly asked questions we receive. Look immediately below to see commonly asked questions and then click on any question you wish to see the answer to and you will link directly to the answer. You can also scroll down this page to browse the sections of our FAQ at your leisure. Each section has a quick answer along with some lengthy details on most subject matter where warranted. A) ...ABOUT US... WHO IS BUGSPRAY? WHERE ARE WE LOCATED? DRIVING DIRECTIONS NEEDED? B) ...ABOUT OUR PRODUCTS... CAN OUR PRODUCTS BE FOUND LOCALLY? ARE THEY SAFE TO USE IN AND AROUND THE HOME? SAFETY VIDEO'S ON STORAGE, HANDLING AND USE OF DIFFERENT FORMULATIONS HOW DO OUR CUSTOMERS LIKE OUR PRODUCTS??? WE LET THEM SPEAK FOR THEMSELVES.... C) ...ABOUT ORDERING FROM US... HOW CAN YOU PLACE AN ORDER? ARE OUR ON LINE FORMS SECURE? WHAT ABOUT OUR PRIVACY STATEMENT? WHAT ABOUT "COOKIES" AND DO WE USE THEM? ARE WE SHARING INFORMATION WITH THIRD PARTIES? ARE WE SECRETLY OBTAINING YOUR CONSENT TO SOMETHING? D) ...ABOUT SHIPPING... WHAT WILL SHIPPING COSTS BE? E) ...ABOUT OUR RETURN POLICY... WHAT IS OUR RETURN POLICY? A) ...ABOUT US... 1) WHO IS BUGSPRAY.COM/U-SPRAY,INC. ? Bugspray.com is actually U-Spray, Inc. We are a retail business based in Lilburn, GA, which has been operating for over 10 years. Founded by Jonathan Schaefer in 1992, U-Spray now employs 8 people. Though the main focus of our business is Pest Control, we have learned to accommodate the demands of our customers. We now carry a wide range of products including live traps, pet supplies, bathouses, garden supplies, turf products, odor control products and a full line of specialty equipment. Our goal is simple and direct: If there is something bugging you, we want to know and once we know what it is, we will either detail a solution to the problem or direct you to an establishment that can. 2) WHERE ARE WE LOCATED ? We are in a town called Lilburn which is between Stone Mountain and Snellville in Gwinnett County. It's about 10 miles outside I-285, commonly known as the "Perimeter", in metro Atlanta. If you intend on visiting us, we are easy to find. Located right on Highway 78, our address is 4653 Highway 78, Lilburn GA, 30047. We are open from 9:00 A.M. to 5:00 P.M. Monday-Friday Eastern Standard Time and from 9:00 A.M. to 4:00 on Saturdays. When visiting us, look for our store to be on the North side of 78. This will be your left if you are coming from Stone Mountain; your right if you are coming from Snellville. Our local phone number is 770.985.9388 should you more help finding us. a) If coming from the city of Atlanta, the best way to get to us is to come straight out 78 which runs from Peachtree down by the Fox in the heart of Mid town all the way out to Athens, GA. We are somewhere in between, about 10 miles past I-285. Just stay on 78 and your ride will be a Freeway for the first 9 miles outside of 285 and once you pass Stone Mountain Park, you will be getting close. Stay on 78 and a couple of miles past the park you will come to a traffic light. This first light means you are getting close. Keep going straight and we will be 1 mile down, past that first light you hit on 78, on the left. Just look for the Lowes Home Center on the left; once you pass it we will be coming up shortly. b) When coming from the East or the Snellville area, the best thing to do is to get onto 78 and head toward Stone Mountain Park. Once you get to Killian Hill Road, you will be getting close. Just past Killian Hill you will see a Home Depot on your right. Keep going as we will be another mile down. Look for the Office Depot next and as you pass it you can just about see us at the top of the hill in front of you, up about 1/4 mile. Be careful not to pass us by as you must turn down Matterhorn Drive to access our parking since we don't have a direct turn in lane off 78. We will be on your right. c) If coming from the north side of town, use either Jimmy Carter, Indian Trail, or Beaver Ruin Road to get to us. If coming from Jimmy Carter, you will want to get onto Rockbridge and take that down to 78. Turn left onto 78 and we will be 1 mile down on the left about 1/4 mile pass the Lowes. If coming down Indian Trail, you will want to take that over Highway 29 at which point the road will turn into Killian Hill. Take that down to 78 and turn right. We will be 1 mile down on your right about 1/4 mile pass the Office Depot. If coming down Beaver Ruin, take it over Highway 29 and it will become Arcado. Take this down to where it intersects with Killian Hill and then turn left. Take Killian down to 78, turn right and we will be 1 mile down on the right about 1/4 mile pass Office Depot. d) If coming from the south side of town, get onto Highway 78 at either Park Place in Stone Mountain, Bethesda Church in Lilburn or 124 in Snellville. If coming from Park Place by the Tennis Stadium, you will need to turn right and we will be 1 mile down on the left about 1/4 mile pass the Lowes. If coming from Bethesda Church, you will need to turn left onto Highway 78 and we will be about 1 mile down; just 1/4 mile pass the Office Depot on your right. If coming up from 124, you will need to turn left onto 78 which is the intersection in the heart of Snellville. We will be about 5-6 miles down 78 about 1 mile pass the Home Depot and 1/4 mile pass the Office Depot on the right. CLICK HERE TO SEE A MAP OF EXACTLY WHERE WE ARE LOCATED ON HIGHWAY 78 This should cover most access points; please let us know if there are any directions we need to include to make your drive easier. B) ...ABOUT OUR PRODUCTS... 1) CAN OUR PRODUCTS BE FOUND LOCALLY? Probably not. Though a few are main stream, most products we sell are highly specialized and not readily available through common retail outlets. As limited as these lines are here in the United States, they are pretty much unavailable outside our country. If you reside in any other country beside the U.S., don't expect to find anything we sell at where you regularly pick up groceries or go shopping. Our products are the main stay for professional service companies. We are making them available to the general public and with education and training, hope to enable anyone to do their own work so that they can avoid the costly expense of hiring a service. Can anyone do the work required? Definitely not. However, if you are a do-it-yourselfer, our product line and technical support will make your job easy!! 2) ARE OUR PRODUCTS SAFE TO USE IN AND AROUND THE HOME?? Yes. This is probably the most common question we get. Many people are concerned about using some of our products around children, pets or wildlife. Rest assured that you can use them confidently and with little hazard when used properly. The products we sell have undergone rigorous testing from numerous agencies which are designed to determine if there are inherent risks or hazards when such compounds are used around people and pets. In order for them to get labeling, they must be safe when used properly. Todays products have progressed chemically to such a degree that they are generally less concentrated, pose little or no hazard to mammals once diluted and have short residuals. Very few materials currently available have persistent residuals or pose unnecessary hazard to people, pets or our environment. This means they can be used as we describe without posing any hazard to people or animals. That being said, having some understanding of the inherent risks any one type of product may have can be very helpful when trying to make a decision about what to use. The following will help explain some of the different hazards associated with different forms of the products we sell. Remember that the word "hazard" means "potential to harm" and not actual harm itself. For example, both a firecracker and a stick of dynamite are hazardous when used carelessly. Furthermore, the stick of dynamite poses a far greater "hazard" then the firecracker because it can do more harm if it gets used the wrong way. Pesticides are much the same; most formulations today have little or no hazard associated with their use and virtually nothing to worry about after the application. However, the greatest hazard lies with where and how they are stored. Clearly there are many household products which must be stored away from children and pets and concentrated pesticides are no different. If there is one area where concern is warranted, this is it. Be sure to keep them out of young peoples hands and where pets won't have access. This will help to minimize any hazard and keep accidents from happening. Understanding the details of these differences may have an impact on the decision you make regarding what to use but again, when any of them are used properly they pose little or no hazard to the immediate environment where applied. The following videos will discuss most safety concerns when dealing with Concentrates, Aerosols, Dusts and Granule formulations of our products. Storage, handling and use concerns are detailed along with safety equipment suggestions. SAFETY VIDEO ON CONCENTRATES SAFETY VIDEO ON AEROSOL PRODUCTS SAFETY VIDEO ON DUST FORMULATIONS SAFETY VIDEO ON LAWN GRANULE PRODUCTS Pesticides fall into one of three general groups: Baits, RTU (Ready To Use materials like aerosols, dusts or granules) and liquid or dry concentrates. Todays insect baits have active ingredients that work on insects but are basically digested and processed as food when mammals accidentally eat them. Even the Rat and Mouse poison of today is much less toxic to non-target animals. Earlier formulations posed a much greater hazard which meant that smaller doses could impact a small dog or cat. However, most of todays rodenticides would require a lot more to do harm and when used properly, such quantities should not be available. Furthermore, insect baits don't really have impact on mammals which accidentally eat them. For this reason, insect baits are clearly the safest material to use in virtually all situations. They will take longer to work compared to liquids, dusts or aerosols but they have proven to be very effective for both elimination and preventive treatments of many types of insects. For this reason they should be a part of the overall integrated pest management plan but probably not the only course of action if you have an active infestation which needs to be eliminated. Ready to use materials, like dust, aerosols or granules, have low amounts of active ingredient. This means they, too, have little hazard associated with their use. The biggest hazard lies with the applicator since they might accidentally spray some in their eyes or get some on their hands. If this was to happen, their eyes would sting and need to be rinsed - much like that which should be done if you were to accidentally spray some WD-40 or hair spray in these areas. Once applications dry, there is little hazard to people or pets that walk in treated rooms. The rule to follow is to keep children and pets out during the application and for a long enough time period following the treatment to insure the application dries. This will usually be in 10-15 minutes so an hour would be plenty of time. If you treated with a dust, it is best to remove any product which is left out in the open following the treatment and this can be done with warm water and a rag. Granular applications done outside or in carpeting don't have a dry time; once applied they should be dispersed over such a large area that even walking on them will not put anyone at risk. Don't worry about runoff affecting waterways either; the amount of active ingredient needed to be applied on the average 1/4-1/2 acre could not have significant impact on a stream or river let alone some small amount in the form of runoff. This is due to the fact that it is both very weak when applied and that the dirt would act as a filter of sorts preventing it from relocating well. We are fully aware of runoff issues regarding agriculture where other materials are being used in such great quantities that impact is achieved. Most of the products we carry and the small amounts needed for the average yard helps to keep them from this category. However, if you have a small man made pond with some type of special fish as a pet, it is in your interest to make applications only where runoff will not feed to it. This should be done to eliminate the hazard of possibly hurting any fish which are more vulnerable to toxins that wash into a small body of water. Compared to baits, Aerosols, Granules and Dusts are slightly more hazardous but still pose little or no hazard to people and the environment when used properly. Clearly the person doing the application - especially with aerosols - are the main individuals who have the biggest chance for an accidental exposure. Just be careful of where you are spraying and be sure to do so where it is well ventilated and the hazard will be minimized. Furthermore, keeping children and pets out of treated rooms until the material dries will further help to reduce and/or eliminate any hazard. Since Aerosols, Dusts and Granules tend to work longer and faster, they are are fairly common and should be part of any complete integrated pest management program. Liquid concentrates are the one form which does pose a legitimate hazard. This is because it is concentrated. Once diluted, its hazard is greatly reduced if not eliminated. However, the concentrate needs to be handled much like bleach or ammonia. Be sure to store it where children and pets won't have access to it. It is also a good idea to keep children and pets off treated surfaces and out of rooms getting treated until such applications are able to dry. This will generally take no more then 1 hour but if it is humid and damp, waiting a few hours is suggested. Turf applications require dry time as well and it is best to keep children and pets off one full day to insure all areas are dry. Liquid treatments will offer the fastest control possible and will generally get a broader range of control for more insects. Probably the most common type of application being done today, liquid treatments are still what most people think of when needing to do some type of pest control. Though they still have their place, spraying should only be a part of a well integrated pest management plan and not used exclusively. In summary, you can rest assured that we have made a special effort to control that which we sell. The products we now have represent the cream of the crop. Bait formulations available today will actually work on a large range of insects and are quite effective. However, they do take longer to have an impact so if you want immediate results, use the aerosols, dusts or liquid concentrates. In many cases a combination of all three is as good as it gets and should be implemented if you want both immediate and long term control. As for the warning statements which many of them carry on their packages, you must understand that these are standard guidelines which must be printed on most anything we sell which is concentrated. These statements can be found on many household concentrates and cleaners and they are present for good reason: concentrates should be kept out of the reach of children and pets and should only be handled by adults which know how to use them. C) ...ABOUT ORDERING FROM US... 1) HOW CAN YOU ORDER FROM US? There are many ways. This includes credit cards, personal checks, money orders and cash. Details can be found here: CLICK HERE TO LEARN HOW TO ORDER FROM US 2) IS OUR ON LINE ORDERING FORM SECURE? Yes. We use the Account Wizards "https:\\.." secure servers which incorporate the the most up to date SSL technology. We don't pretend to be experts on computer security so why risk having our own servers handle the load? We pay Gopositive Software Company to provide this environment and they do a great job. When you submit an order to us, the information is actually going to a credit card processing company. This company has to follow very specific rules and regulations regarding personal data - specifically credit card data - and any breach of their security is simply not acceptable. For this reason they incorporate the best protection available for electronic commerce. As a client of theirs, we are afforded this same protection. Data which is submitted on line is stored on their servers where it remains protected behind various firewalls and high levels of encryption. Though we have access to this data, we can only receive it via the same encryption used when you submit the order. Once on our server, the data is pretty much untouchable from outside sources. Our computers are not "online". Though they have access to the outside world, our network does not allow outside access (we don't need it). This essentially means hackers, whether people or other computers, cannot "break in". The only way your data could be stolen is if someone steals our server which hosts the data. Not only would the right server be hard to identify (there's only one with sensitive data), any would be thief would have to know several passwords to access the data. By the time they uncovered what they were looking for word would be out. If such event was to happen, we will have plenty of time to alert our customers so that any credit cards effectively stolen could be canceled. And since we are required by law to inform our customers if any such event happens, you will know about it. For this reason the security of sensitive data is a top priority for all credit card processors, the banks that issue the cards and the companies that rely on electronic payments as their main financial instrument. The last thing we ever want to do as a business would be to contact you regarding a breach of such security. The data you submit to us (our servers and the credit card processor's servers) is closely guarded. Any "hacks" are easy to see and closely monitored. We rarely have such attempts on our network because of the protection we have in place. And though any credit card processor or bank will always be a marked target for such crime, their line of defense is strong and always on alert for such attacks. It's part of their business and if they expect to be successful, they must be able to defend against such attacks. Such is the state of any successful processor at this time and it doesn't look like this environment will be changing any time soon. That being said, their constant state of alert is the assurance we all need to know our data is safe. Any company not willing to put in place the "front line defense" against the threat of hackers won't be around long. It's a fundamental part of their business existence no processor or bank can exist without it. Long story short - your credit card data is safe with us. In fact, it's much safer then the use of checks or cash. Remember, cash is highly liquid. If lost, you can't "cancel" it out. Anyone that finds your lost cash can use it. Checks are almost as risky. Money withdrawn from your checking account via a check are funds that are not easily recovered. There is a lot more paperwork, time and aggravation when trying to recover moneys lost from a fraudulent check. However, if you even suspect a fraudulent credit card charge on your statement, you only need to contact your issuing bank and alert them to the charge. Rare is the case where you will be held responsible for the amount; most all credit card companies will simply issue you a credit on the spot. In some cases there may be some paperwork involved but you should never have to pay such charges if they are in fact fraudulent. Such is the protection the use of credit cards provide where as the loss of cash or the withdrawal of funds from your checking account via a check are immediately felt. In other words, CREDIT CARDS ARE SAFER THEN CASH OR CHECKS! That may be hard to believe, but it's true. As a consumer, you are clearly afforded the best protection when you use a credit card to make a purchase. Over the next few years this will become increasingly clear even though it defies all that we have been taught during the early years of credit card development. And as you read this, banks, credit card processors, software vendors and all the businesses that rely on the use of credit cards are trying hard to make it ever more safe. Credit cards are here to stay so get comfortable with using them. More importantly, know how to respond should you suspect any foul play and remember, if you have your card number stolen and/or fraudulently used, you have recourse; you are protected. 3) WHAT ABOUT OUR PRIVACY POLICY........ Real simple. We don't collect any information on our customers except that which is needed for the sole purpose of order processing. Furthermore, no where on any of our pages is data being collected by some other agency. We will only ask your name and address for shipping purposes and though we keep it on file, it is only stored in our private database which is secured and not on line so no poking prodding eyes have access to it. 4) WHAT ABOUT COOKIES...... Real simple again. We don't use them when you browse our pages. We have to for the shopping cart but our non-encrypted pages are cookieless at this time. We believe this is a big personal violation and don't know why anybody stands for it in the first place. Cookies should not be allowed on line and web sites that use them should make it clear and known to all who surf their pages. Furthermore, we believe that anyone should be able to turn off such monitoring whenever they want without having to sacrifice any of the features or enhancements any site offers. 5) ARE WE SHARING INFORMATION WITH THIRD PARTIES...... No. There are no third parties involved with our pages though many wish they were. We have repeatedly turned down all offers and don't see any change in this policy. 6) ARE WE SECRETLY OBTAINING YOUR CONSENT TO SOMETHING ????? No again. There are no disclaimers written in fine print hidden amongst the thousands of pages we have posted on line which is somehow committing you to something you want no part of just because you browse our sight. Nothing. No need to worry about any hidden "opt in" lists or consents - they don't exist. The information we collect if you place an order (phone numbers, addresses, e-mails, etc.) is only for our use and to insure we are able to contact you regarding orders, shipments, product performance, our newsletter and where to send future catalogs. D) ...ABOUT SHIPPING... 1) WHAT WILL THE SHIPPING CHARGES BE??? There is no way we can answer that. Though most shipments will fall in the $7.00-$12.00 range, shipping and handling my end up costing you $15.00-$20.00 or even more. This is due to boxes which are very heavy or oversized as well as the packing materials that have to be used. Remember, shipping is a service. Like any service it has costs. The fee we pay to the carrier is not the true cost; the true cost of any shipment includes the carriers fee but it also includes things like the box used, "peanuts" or other packing material (we commonly encase liquids and other containers in a heat sealed heavy plastic bag to help insure adequate delivery). Other costs include packing tape, labels, ink for the all the printing, computers to run the software needed to handle the shipping volume, special shipping software that needs to be updated and maintained all the time - I think you get the point. All of the aforementioned didn't even mention the most expensive part of the shipping process - the hired help needed to do the work! That being said, these costs are still manageable. More details are on line here: CLICK HERE TO LEARN HOW TO ORDER FROM US E) ...ABOUT OUR RETURN POLICY..... 1) WHAT IS OUR RETURN POLICY? a) FIRST CALL FOR RMA # b) No monetary refunds for purchases which are over 30 days old. c) Full store credit for purchases up to 90 days. d) All trap sales are final; no returns or credits on traps. e) No returns or credits when product has been opened, used or otherwise not resellable. f) For sales of 30 days or less, there is a 10% restocking fee for all returns. For example, a $10.00 return would be charged $1.00 leaving $9.00 actually refunded. You may decide to simply take the store credit which would be the product cost in full. Furthermore, you will also get a store credit for the charge of shipping the product to you in the first place which will then be applied to the shipping costs for whatever product you decide to get in the future. However, you will be responsible for the shipping cost of the returned item. g) Be aware that shipping costs are not refundable. This includes the initial shipping charge as well as the cost to ship the unwanted product back to us. For example, on a purchase of $15.00 that had a $6.00 shipping charge for a total of $21.00, there would be no refund of the shipping as well as a 10% restocking fee upon return. This means the actual refund would only be for $13.50. If you choose to take the store credit, which is 100% of the initial purchase for up to 90 days, you would only have to pay the freight to get the product shipped back to us. In this example, the $21.00 charge for the first invoice could then be fully applied to some other product we sell. For this reason the return of product for store credit is much more practical then returns for refund. h) The RMA is needed for any return. You must write this in large print on the outside of the package sent back. Be sure to include a copy of your original receipt of purchase along with a detailed explanation of why you are returning the product. Be sure to state whether you want a refund or store credit and if you are exchanging the item returned, be sure to include a current day time phone number and ship to address along with details of what you want. Send returns to: U-Spray, Inc. 4653 Highway 78 Lilburn, GA 30047 Attn: (RMA # here as well as on package top and side) CLICK HERE TO GO TO OUR PEST INDEX PAGE CLICK HERE TO GO TO OUR MAIN PAGE E-Mail us at support@bugspray.com U-Spray, Inc. 4653 Highway 78 Lilburn, Georgia 30047 Phone: (770)985-9388 Fax: (770)985-9319 url: http://www.bugspray.com/catalog/products/faq.html