Q. Items I normally purchase are not showing up?

A. Please check your Order Pad for these items. The only available items via the search tool are items that are stocked and available for anyone. Other products will be located in your custom Order Pad.

Q. What is the Order Pad?

A. Our order pad is your unique portal which includes everything you've previously ordered as well as anything that is custom for your business. If you cannot find something you've previously ordered from us, check your Order Pad. If it still is not in there, please reach out to our eCommerce team. Having a custom Order Pad prevents products that you have custom branded from appearing available for everyone to order.

 

Q. How can I tell what is stock and nonstock?

A. You will see a category field within the Order Pad which will let you know if an item is Non Stock. Once you place your order, your Customer Support Rep will reach out to you and provide you with an update on the shipping times. If it is blank, then that means it is a stocked product and will be available. If it is not currently in stock or we do not have enough to fulfill the order, our Customer Support team will be in touch!

 

Q. How do I start ordering?

A. In the top right corner, you can register for an account. Once you register, our eCommerce team will be notified and connect your online account to our internal database. When this is complete, you will receive another email notifying you that you have been approved. If you do not have an account with us, you can set up an account by clicking HERE.

 

Q. Where are the payment methods?

A. Your payment method defaults to what is connected to our internal system. It would be the same method as when you place an order through your Account Manager or Customer Service Representative (CSR). If you would like to change the method, you can let your CSR know.

 

Q. Can I change the shipping address?

A. At this time, you are unable to modify the shipping address from the website. IF you need to add a new ship-to address, please contact our customer support team to add the new address to your account.

 

Q. I don't see an option for shipping?

A. Shipping is based on your default settings for your account. If you would like to use a different method such as Hot Shots, FedEx, UPS or USPS, please put that in the notes to be reviewed by our team. 

 

Q. How do I qualify for free shipping?

A. You must meet your order minimums to qualify for free shipping. If you have not met the requirements with your order, our customer support team will reach out before the order is confirmed.

 

Q. When will I receive my order and what is your return policy?

A. Those answers can be found on our policy page.