Fortuna Liquidations Phone: (716) 250-7410
1370 William Street, Buffalo, NY 14206 Fax: (866) 666-2959
Fortuna Liquidations Frequently Asked Questions
How do I pay for an item purchased from Fortuna?
There are several options for payment, available to you when purchasing an item from Fortuna. Once you have actually won or bought your item(s), simply click on the Kyozou Checkout button or the checkout icon if you are buying from Fortuna Liquidations webpage and complete the payment process in only a matter of seconds.
When using the Kyozou Checkout, it is here where you will specify your method of payment and if paying with a credit card you will complete your transaction. If you live locally in the Buffalo, NY area, you can stop by our warehouse and pick your item(s) up using cash or credit card. Please remember: you must schedule an appointment to pickup, so please make sure you complete the Kyozou checkout before you stop by so that we can be prepared for you to arrive and ensure a speedy pick up.
Personal checks are not accepted.
(For more details on Local Pick Up, please see “Can I pick up my item(s) in person?”)
Can I buy products directly from Fortuna?
Yes! Please visit www.fortunaliquidations.com
What kinds of payment does Fortuna accept?
*When purchasing an item through fortunaliquidations.com you will want to proceed with the normal check out option we offer.*
If you have won an Auction and you are ready to pay Fortuna would ask you to please pay using:
Fortuna accepts payments via Major Credit Cards, Cashier’s Check or Money Order. Cash is accepted only if you pick your merchandise up locally.
Please include your purchase ID(s) with all payments!
What happens if I choose not to pay for the items I have won on Overstock.com?
When bidding on one of our auctions, we do not allow bidders to cancel out an auction for an unwanted item for any reason, without paying us a re-stocking fee. We also will not send any other item to you, other than the one you won at auction. Both State and Federal Law consider a bid on an auction to be a legally binding agreement between buyer and seller, and we do take this seriously.
We participate in the Overstock non-paying bidder program, and as such, you will notice that if your auction purchased from us goes for 10 days without payment, we will open a dispute where we will briefly discuss the situation, and give you a chance to pay a re-stocking fee. This dispute can escalate to limiting, and even termination of your Overstock account, directly by Overstock.
Once this dispute is filed, the item is no longer available for purchase through that auction. It is sent for re-listing.
If you do not want to purchase your item for any reason, we charge a re-stocking fee which is set at a minimum of $2.00, or 7% of your winning bid amount.
Like any other business, it costs our company money to pay our employees to list our inventory, as well as sorting, storing, packaging, and shipping. Additionally, Overstock also charges us a commission, and a listing fee for every auction we close. We charge the re-stocking fee to cover those expenses.
Once you have received the “non-paying bidder dispute” notification then this means that your payment has not been received and the item has been scheduled for, or already re-listed. This process is automated through our computer systems, and we do not have a way to recover items, once they are disputed for non-payment, and scheduled for re-listing.
What is the Non-Paying Bidder Program on Overstock.com?
When a customer bids and wins an auction, but either refuses to pay, or pays late for their auction, Fortuna will open a Non-Paying Bidder’s Report. The report means that we have not received payment for the item won within 10 days of the auction end date, and have re-listed the item to be re-sold to a new paying customer.
A Non-Paying Bidder status does not cancel your legal responsibility to the auction that you won. Even though the item you won is no longer available, you are responsible for paying the penalty fees cited for failing to either pay on time or for not paying. Until the cited fees are paid, you risk receiving a Non-Paying Bidder’s strike to your Overstock account.
The winning bidder will receive an email with a link to a page where he/she will respond to the claim of non-payment by clicking either "Confirm" or "Dispute."
If the bidder clicks "Confirm," it will be noted on the site. The seller will then be issued a site credit for all fees, and a note will be entered in the Customer Care notes for both the buyer's and the seller's accounts.
If the bidder clicks "Dispute," it will be noted in the seller's Customer Care notes. The seller's My Account page will then show "disputed mm/dd/yyyy" for that item, and a representative will work with the seller and the bidder to resolve the claim.
If the bidder does not respond to the email after 14 calendar days, then the seller will be automatically issued a site credit for all fees, and a note will be entered in the Customer Care notes for both the buyer and seller.
Does Fortuna charge sales tax?
Shipping: By law, we are required to charge sales tax to all customers who reside in New York State and wish to have their merchandise is shipped to them. The only exception to this rule, are those who can provide a legal copy of their Tax Exempt Certificate and a valid form of ID.
Local Pick Up: New York State sales tax is added to your total order after pick up fees, regardless of whether you reside in New York State or not. THIS IS NEW YORK STATE LAW!! This applies to local pick ups customers regardless of where you live, including Canada. The only exception to this rule, are those who can provide a legal copy of their Tax Exempt Certificate and a valid form of ID.
How much time do I have to pay for an item I won on Overstock.com?
The buyer has ten days to pay for their item(s) regardless of the purchasing website. If payment is not made within ten days, Fortuna will begin the process of re-listing and re-selling the unpaid item. Fortuna has an automated program that will re-list the item into our listing generation systems, making it unavailable for purchase. Our database will also, at the same time, issue a non-paying bidder dispute on the tenth day the item is unpaid (if you are an Overstock buyer), and send a notification to your Overstock account. If you do receive a dispute notification from us, please respond to the dispute and we will assist you through the dispute setting.
I'm looking for a different model/size/color than what you listed. Is this possible?
Our merchandise varies greatly from week to week. We purchase large quantities of merchandise that comes in different sizes, and colors. Shopping at Fortuna is always fun, you never know what you may find next! You can contact us at (716) 250-7410 for more information.
How do I know what a product should include, if anything at all ?
Our Listing Department does the best they can, with listing thousands of items every week. The items we receive do often have missing parts. It is difficult for us to decipher exactly what should be included with each item. Our listings provide a list of what we know we do have by comparing to the original manufacturer’s specifications. As the buyer it is in your best interest to check what is included in your purchase compared to the Manufacturer specifications.
The only accessories we include with the product are carefully detailed in the “Auction Includes.” If it is not listed, then it is not included. If there are particular parts or if there is significant damage to an item, additional images will be noted in the description and are included either at the bottom of the Overstock item page, or by clicking on the stock photo for the additional images, and they will enlarge for your convenience.
Often times the picture in the auction is a Stock Photo or Manufacturers Image. Under “Our Description” you will be able to check if the item is working or damaged. If there is noticeable damage, additional photos are provided. We do our best to be as accurate as possible in our descriptions.
Are the products at Fortuna covered by warranty?
Fortuna offers no warranties beyond what the manufacturers offer. If the item is in its original retail box, often a warranty is still valid but as a rule of thumb we never guarantee information regarding warranties. Should you wish to pursue this further, we leave this matter up to the customer to resolve with the Manufacturer.
How do I find out more about specific product information?
Any additional information you may need about our product what we've already included in our listings can be found at the manufacturer's website. The manufacturer’s website can also be a great source of information on how to obtain any missing parts for most of the merchandise that we offer.
The internet contains the largest wealth of information on the planet. Use it to your advantage. Other than what we've listed, we cannot give you any more information than what is posted in the auction.
What about the quality of merchandise?
All known and/or noticeable ‘defects’ with the items functionality and/or physical condition are listed. If there is nothing mentioned, then there were no noticeable defects. Keep in mind that we are a liquidation merchant, and therefore we cannot meet the same expectations as a retail vendor. If you feel you have received an item which is not as described, then please contact us at customerservice@fortunaenterprises.com or call us (716) 250-7410.
Can you tell me about the history of the products you have to offer?
Since the majority of our items are not brand new/factory sealed merchandise, we have no way of knowing the history of our products. As a returns facility, we obtain our merchandise through store returns, overstock, and floor display models. As a result, we have limited information on the prior history of any of our merchandise. What information we do have, we list in the description area of the item page.
Why do you sell products that are broken?
Even broken products have a great deal of value. Since most items (especially electronics) contain all kinds of components on the same unit, it is often just one of these components that aren’t working - meaning the rest of the unit is fine. Many buyers are able to repair what we sell that is inoperative. Whether it's new, or completely broken we sell our inventory for a great price.
What about returns?
You may also request an RMA by clicking on the link below:
As a liquidation facility, all of our sales are final. We do not accept returns on LCD/PLASMA televisions over 27 inches for any reason. Additionally, we can only accept returns if we shipped you the wrong item. In this case, please contact us by phone within 5 business days and we will try to resolve the matter as best we can.
All returns must be authorized by our customer service department. When returning any item for any reason, we ask that you clearly write the Purchase ID number for the item you are returning, on the inside and outside of the box. Items received without an RMA number will not be eligible for a refund or a replacement. NO EXCEPTIONS WILL BE MADE WHATSOEVER.
If your item arrived not as described, it may be grounds for an RMA. In such cases, once we receive the item back, and confirm your complaint, we will make arrangements to send a replacement at no further cost to you. If for any reason, we are not able to provide a replacement of equal or better value, we will arrange for a refund of your original bid price. Note: The cost of returning merchandise is the buyer’s responsibility.
Be advised that once we receive a returned item, it will be retested to confirm any of the problems that have been brought to our attention. If for any reason we find that the indicated problems are not present during the retesting, you will be held responsible for paying the shipping costs to have the item returned to you. Under such circumstances, no refunds or replacements will be authorized, no exceptions will be made.
I have obtained my RMA #, how do I proceed?
Once you have requested an RMA and received an RMA #, you need to ship your item back to Fortuna within 14 days. You are free to use whatever method of return you wish, please keep in mind that until the item is received by our Customer Service Department, we will NOT be able to assist with your claim. It is required that you use a method that allows for your return to be tracked to our warehouse, and a signature confirmation to be provided as well. This is as much for protection of your return, as it is for our ability to assist with your concerns as quickly as we can. It is important to make absolutely sure that your item ID is both inside and outside of your package and your return can be traced directly to the Fortuna address.
All authorized returns must be sent/brought back to the warehouse within 14 days of receipt of the RMA number. If your package is not post-marked within that timeframe NO REPLACEMENT, NO EXCHANGE, and NO REFUND will be issued. NO EXCEPTIONS WILL BE MADE ON THIS POLICY!
ATTN: LOCAL PICK-UPS - Please do NOT ship the item back to us, if you had picked it up from our warehouse you must return it to our warehouse.
How does shipping work?
There are two methods of shipping here at Fortuna. All packages besides palletized items are shipped FedEx Ground. Whether you purchased an iPod or a microwave, with each shipment you will receive tracking information.
The second method is LTL, or Light Truck Load. We often find it necessary to ship items LTL (Light Truck Load, or Pallet size); if the instructions state that this is the case with a particular listing then we will arrange shipping from Fortuna’s zip code (14206) to your zip code or local FedEx terminal. For an accurate cost, each pallet is weighed under a certain class (the class is determined by FedEx) and based on what is included in the shipment. Along with the class the weight is also included in determining the cost of shipping. If you have any questions you can email traffic@fortunaenterprises.com or call (716) 250-7410.
The only shipping companies we use are Fed-Ex Ground and Fed-Ex Freight. With the exception cited above, we do not ship via any other methods, and requests for shipping via any other method or carrier will be denied. Third party shipping arrangements (i.e. - customer arrangements for their own shipping), are NOT accepted and NO EXCEPTIONS WILL BE MADE WHATSOEVER!
All items are usually shipped within two business days after receipt and processing of payment. This can vary from time to time, depending upon the volume of sales. Please note that if sales volume is high, this can mean an unexpected delay in shipping of your package, however, we do our best to ship all packages in a timely fashion.
Can I combine my shipments to save money?
Yes, we do combine shipping! However, if you did not pay for multiple items together your items will be individually packed and shipped separately.
Can I pick up my item(s) in person?
Absolutely! We encourage local pickups! You must schedule an appointment to pickup, so please make sure you complete the Kyozou checkout before you stop by so that we can be prepared for you to arrive and ensure a speedy pick up. Also, please bring a valid photo ID with you, so that we may verify your order quickly and efficiently. Keep in mind that if you do not schedule a pick up and arrive within 10 days time, we reserve the right to re-list the merchandise, and we do charge a re-stocking fee. Pick up fees do apply to each individual auction in the place of shipping costs. Please Note: New York State sales tax is added to your total order after pick up fees, regardless of whether you reside in New York State or not. THIS IS NEW YORK STATE LAW!!
Our pickup window business hours are from 9:00 AM - 4:00 PM EST, Monday, through Friday. Normally we are not open during weekends and holidays.
Visiting “http://www.Mapquest.com” is a great way to find us. If you wish to have somebody pick up merchandise on your behalf you must contact us first for approval, this is for your protection and we apologize for any inconvenience. You may do this by contacting us at localpickup@fortunaenterprises.com
Our address is:
Fortuna Enterprises, Inc.
1370 William Street
Buffalo, NY 14206
How do I go about tracking my shipment?
An e-mail will be sent to you to confirm that your item has shipped along with a tracking number. Please note that FedEx only updates their website every 24 hours with current tracking information. If you find you are unable to track the shipment with your tracking number, and it has been over 24 hours since you received the number, then please call customer service at (716) 250-7410.
What happens if my shipment never arrived?
After 7 business days, if you do not receive your item please e-mail us right away at customerservice@fortunaenterprises.com or call us at (716) 250-7410. We will investigate for you right away.
I've just received my item and it is damaged during shipping, what do I do?
We try to make sure that all of our shipments are packaged with the best materials available, and with careful attention to detail, in order to prevent damage during shipment. It's very rare, but every once in a while a package is damaged, and we do have solutions to this problem. If this is the case, then please e-mail us right away with pictures clearly showing the damages, the packaging and the outside of the box used for shipment, for the item at customerservice@fortunaenterprises.com and then call us at (716) 250-7410.
What if I feel I've received the wrong item?
Please contact us via e-mail at customerservice@fortunaenterprises.com, or call (716) 250-7410, for assistance with such issues.
I live outside the United States. Is shipment possible?
Unfortunately at this time, we DO NOT ship outside of the 50 United States. Please note FedEx also impairs us from shipping to the following: APO‘s, FPO‘s, P. O. Boxes, or any of those geographic areas considered to be territories of the United States, as areas that we do not ship to.
If you are able to provide a suitable address located within the specified area, we will be more than happy to complete your order. Note that if you purchase an item from us and are not able to provide an acceptable address to send your order to, cancellation of your bid is subject to re-stocking fees!
When do I get a rating? (Amazon.com/Overstock.com)
The rating process is done automatically. When you've purchased an item, our operations center takes care of the rest. Upon our notification that you have posted a positive rating for us, we will post one for you, usually the same day!
How does Fortuna handle Overstock/Amazon ratings?
Once we've received a rating from our customers, we carefully analyze each statement, and respond in the same manner. This is assuming that the buyer has paid, and received everything in good order. This keeps transactions fair, and practical.
We would hope that you would make every possible effort to contact us with any concerns and allow us to do our best within our company policies, to assist you with any problems regarding your purchase. Should you choose to leave us a negative rating on Overstock/Amazon before attempting to resolve the problem in a reasonable way, this will be accepted as a final resolution to the matter. If you still feel you have a legitimate issue with your product that is not answered here, PLEASE contact us before you post your negative rating at customerservice@fortunaenterprises.com and remember to include your purchase number.
How do I contact Fortuna for general information?
The preferred method to reach us is to email:
customerservice@fortunaenterprises.com for issues relating to customer service, for checking on the status of your order, or to get assistance if your item has arrived damaged or you have the wrong item.
traffic@fortunaenterprises.com for all Freight shipping related concerns.
localpickup@fortunaenterprises.com for local customers concerning a change in pick up time, or such related issues.
Please note, however, it often becomes necessary to reach us on short notice and we understand this. We receive 100’s of emails a day and try to answer all emails as quickly as we can. As we do not staff on holidays and weekends, it can take time to get to your request if you send an email on such days.
We ask for your patience as we only respond to emails Monday-Friday 9:00 am -5:00 pm EST. Please allow at least 24 to 72 hours Monday through Friday for your email to be answered. A phone call in an emergency is always faster. Our phone number is (716) 250-7410 and there are several people that can answer your call. We are more than happy to help you with whatever you need as long as it falls within the guidelines of what we do. We only answer the phone during business hours, Monday-Friday 9:00 am -5:00 pm EST, no weekends and no holidays.
If you question or concern is not addressed:
Please e-mail us anytime at customerservice@fortunaenterprises.com for answers to any of your questions you do not find here!
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