Frequently Asked Questions/Helpful Hints
Q: What do I need to do to be able to bid?
A: All you need to do to bid is register for an account. We need basic information (your name, email address, a username) and a valid credit/debit card. Via, MasterCard, and American Express are all cards that are accepted. Unfortunately, most Visa/Mastercard gift cards won't work, and your card must have online purchasing ability. Once that information is in, you're all set to bid!
Q: What is the $1 pre-authorization fee?
A: This temporary charge is a way for us to be sure that this is a valid card. Our credit card processing company (Stripe) will place a temporary hold of $1 on your account, which will be returned to you within 3 business days of the auction closing. This will happen for each auction on which you accept terms and conditions, but the money will ALWAYS be returned to you. Auction Surplus Tucson never has access to that money; everything goes through Stripe.
Q: Do you offer shipping?
A: No, we do not typically offer shipping. If there is something specific you see, please contact us before the auction is over to ask us about your options. Email firstname.lastname@example.org or call 520-300-4645. We hope to be able to offer shipping in the near future.
Q: Are there any fees?
A: Yes, a 13% buyer premium. This is a service fee charged to bidders.
Q: I bought an item that was broken or missing pieces. Can I have a refund?
A: In almost all cases, no. We do our best to describe the condition of our items, and we take multiple photos as well. If you fail to read the description or look at all pictures, that is on you. We can't test every item, don't know how to test many items, and have no idea what pieces may be needed/are missing from other items. We do our best, but as much as we try, we don't know everything about everything. We highly recommend coming in to preview the item(s) you are interested in and see for yourself what may be missing or broken.
Q: Can I come down and look at items before I bid on them?
A: Yes. We have preview days set up for each auction, and we also invite you to come in any day we are open to preview. Our typical hours are 10-4 Monday through Friday, but be sure to visit our Facebook page for announcements on any closures.
Q: Where do I pickup my items?
A: Most auctions (unless they say On-Site) will be picked up from Auction Surplus Tucson, located at 3600 S. Palo Verde Rd, Suite 110. (Palo Verde one block north of Ajo). Pickup times are listed in the description for each catalog, in the terms and conditions that are emailed to you when you accept them for each auction, and at the bottom of your invoices. Please adhere to these times and dates.
Q: Can I send someone else to pick up my items?
A: Yes! Just send us an email with the person's name, and send them in with your name and some idea of what they should be picking up. We're happy to do this.
Q: I can't make it in during the time frame to pick up my items. What can I do?
A: Try to send someone you trust to pick up your items during this time frame. If you have absolutely no options, send us an email and we'll see what we can do. Space is a huge concern, so there may be a charge to hold items for any time over the set pick up times. There are no guarantees we will be able to hold your item at all.
Q: Do you extend auction lot ending times with last minute bidding?
A: Yes we do. This is often called "popcorn bidding". If a bid is placed during the last 2 minutes of an auction, 2 more minutes will be added to the clock for that item. We do this to prevent sniping, which is when a last minute bidder comes in and scoops up the items you've been watching and really wanting.
Q: I accepted terms and conditions for an auction but it says my approval is pending. What do I do?
A: Send us an email at email@example.com or send us a message in the website messaging system. PLEASE tell us on which auction you are pending so that we can help you faster. If you don't tell us which auction it is, we have to go through every auction to try and find you. Save us some time, and we'll get you bidding faster.
Q: Can I make a request for items I want to see?
A: Yes please! We love to hear what you're looking for. You can tell us when you come in to pick up items, email us, call us, or tell us on Facebook/Twitter/Instagram. We can't guarantee that we'll get what you want immediately (or at all) but we will do our best!
Q: How do I change or update my credit card information?
A: Click on the bar at the top of your screen that says Welcome, Your Name. Then click on Manage my bidder account, go to payments, and then put in all credit card information. Unfortunately, at this point there is no way to just edit one piece of information, so if you put your zip code in wrong or something small like that, you'll need to completely re-enter all of the credit card information. As a reminder, Auction Surplus Tucson does not store or keep your credit card information - we actually never see your card information. We use Stripe as our credit card processor, and they store all information on their website and servers.
Q: Who is Stripe?
A: Stripe is one of the leading credit card processing companies in the world. Amazon, Microsoft, Booking.com, Shopify, and millions of other companies in over 120 countries count on Stripe to run their credit card business.
Q: I typed in the wrong amount on my bid! What do I do?
A: If you type in the wrong amount on a bid and catch it right away, email firstname.lastname@example.org and we'll do our best to help you. If you add some extra zeroes by mistake (it happens) and notice right away, email us. If an auction closes, your card is charged, and you realize you made a mistake, contact us and we will evaluate on a case by case basis. Bids are final, and it is up to you to make sure you are bidding the correct amount or taking steps to immediately let us know.
Q: Who is responsible for accidental/erroneous purchases?
A: You as the bidder are responsible for any accidental/erroneous purchases. Operator error, adding too many zeroes or not enough zeroes, adding any extra digits, or reading the bidding structure wrong does not take away your purchase responsibility. Please make sure you bid carefully, and contact us immediately if you do make a mistake.