Frequently Asked Questions

Ordering

Is there a minimum dollar amount required to place an order?

No. There is no minimum dollar order requirement. Products must be ordered in their listed sellable units, such as one case, bundle, roll, pack, or individual item, depending on the product.

Can I add a purchase order number to my order?

Yes. You may enter your purchase order number during checkout. Your purchase order number will be included with the order information for your records.

Can I place an order without an established account?

Customers may create an online account to view products and place orders. New accounts and payment terms may be subject to review and approval before an order is released.

Please contact us if you need assistance setting up your account or placing your first order.

Can I change or cancel an order after it has been submitted?

Please contact us as soon as possible if you need to change or cancel an order. Once an order has entered processing or has been released to the warehouse, we may not be able to make changes or stop the shipment.

Custom, printed, made-to-order, and special-order products cannot be changed or canceled once production has begun.

What if I need help selecting a product?

Please contact us for assistance. We can help review product sizes, materials, quantities, applications, and other specifications before you place your order.

For products that must meet a specific application or performance requirement, customers are responsible for confirming that the selected item is suitable for their intended use.

Pricing and Payment

How is my pricing determined?

Pricing is based on the product, quantity, case or bundle size, availability, and any account-specific pricing that may apply.

Product pricing may change without notice due to manufacturer, material, freight, or supplier cost changes. The pricing shown or confirmed at the time your order is processed will apply to that order.

What payment options are available?

Payment options may include credit card, ACH bank payment, or approved credit terms, depending on your account.

New customers may be required to prepay their initial orders. Credit terms are available only to approved accounts and may require completion of a credit application.

Please contact us if you have questions about the payment options available for your account.

Can I apply for credit terms?

Yes. Credit terms may be available to qualified business customers. Approval is subject to a completed credit application and credit review.

Submitting an application does not guarantee approval, and initial orders may require prepayment while the application is being reviewed.

When will I receive my invoice or payment request?

Depending on your account and payment method, you may receive an invoice or electronic payment request after your order has been reviewed.

Orders requiring prepayment will not be released until payment has been received and confirmed.

Shipping and Delivery

How will my order ship?

Orders are shipped using the most practical and economical method based on the products ordered, shipment size, weight, warehouse location, and delivery destination.

Smaller orders may ship by parcel carrier. Larger, heavier, oversized, or palletized orders may ship by LTL freight carrier.

An order may ship from more than one warehouse and may arrive in separate deliveries.

When will my order ship?

Most in-stock products are processed promptly. Actual shipping time depends on product availability, warehouse location, order timing, payment approval, weekends, holidays, and carrier schedules.

Same-day shipping is not guaranteed. Custom, printed, made-to-order, special-order, and temporarily out-of-stock products require additional processing time.

Please contact us before ordering if your materials are needed by a specific date.

How are shipping charges determined?

Shipping charges are based on the products ordered, shipment size, weight, warehouse location, destination, and required carrier services.

Additional charges may apply for services such as:

• Residential delivery

• Liftgate service

• Inside delivery

• Limited-access delivery

• Appointment delivery

• Redelivery

• Address corrections

• Detention or additional carrier handling

Please make sure all delivery requirements are provided before the order ships. Charges assessed by the carrier after shipment may be added to the customer’s invoice.

Can my order ship to a residential address?

Some products can be delivered to a residential address, but additional carrier charges may apply.

Large, oversized, palletized, or freight shipments may require a commercial delivery location with a loading dock or forklift. Please contact us before ordering if the delivery address is residential or does not have normal freight-receiving capabilities.

Can I pick up my order at a warehouse?

Will Call pickup may be available for qualifying in-stock products at the following warehouse locations:

• Elgin, Illinois 60124

• Barnesville, Pennsylvania 18214

• Dallas, Texas 75212

• Forest Park, Georgia 30297

• Rialto, California 92376

Will Call orders must be submitted and confirmed before pickup. Products are not available for walk-in purchasing, and inventory availability varies by warehouse.

We will provide the pickup location, instructions, and confirmation when your order is ready. Please do not travel to a warehouse until you have received confirmation that the order is available for pickup.

Is there a minimum order for Will Call pickup?

There is no general minimum dollar purchase requirement. Products must be ordered in their listed sellable units.

Will Call availability depends on the product, inventory, and warehouse location.

Can I select any Will Call location?

Not every product is stocked at every warehouse. The available pickup location will depend on where the product is stocked and whether sufficient inventory is available.

Products generally cannot be transferred between warehouses solely to accommodate a preferred pickup location unless special arrangements are approved.

What should I bring when picking up a Will Call order?

Please bring your order confirmation, pickup instructions, and a valid form of identification.

The vehicle used for pickup must be large enough and properly equipped to safely transport the order. Palletized or oversized materials may require a truck, trailer, or vehicle capable of being loaded by forklift.

What should I do if my shipment is damaged?

Please inspect all shipments at the time of delivery.

If visible damage or a shortage is found, note the damage or missing quantity on the carrier’s delivery receipt before signing. Take photographs of the shipment, packaging, pallet, product, and shipping label.

Contact us promptly and retain all products and packaging while the claim is reviewed. Do not discard damaged materials unless instructed to do so.

Signing a delivery receipt without noting visible damage or shortages may limit our ability to file a successful freight claim.

What should I do if I received the wrong product or quantity?

Please contact us promptly with your order number, the item received, the quantity received, and photographs when applicable.

Do not return the product to the warehouse without receiving return instructions and authorization.

Sales Tax

Are my purchases subject to sales tax?

Applicable sales tax will be charged unless we have a valid and approved resale or tax-exemption certificate on file for the shipping destination.

Tax requirements may vary based on the product, customer, delivery location, and applicable state and local regulations.

How do I submit a resale or tax-exemption certificate?

Please send us a completed and valid certificate before your order is invoiced or released.

Certificates are subject to review and must meet the requirements of the state where the order is delivered. A certificate submitted after an order has been processed may not be applied retroactively.

Customers are responsible for providing updated documentation when a certificate expires or account information changes.

Returns

Can I return a product?

Some stock products may be eligible for return with prior authorization.

Eligible products must generally be:

• In their original packaging

• Unused and undamaged

• In resalable condition

• Returned in complete sellable units

• Returned within the approved return period

Partial cases, partial bundles, opened packages, and loose individual products from a case or bundle are not eligible for return unless specifically approved.

Please contact us for return authorization and instructions before sending or delivering any product to a warehouse.

Can I return a product directly to a warehouse?

No product should be shipped or brought to a warehouse without prior authorization and confirmed return instructions.

Unauthorized returns may be refused and may not qualify for credit.

Are all products returnable?

No. Products that are generally nonreturnable include:

• Custom-manufactured products

• Printed or branded products

• Made-to-order products

• Special-order or nonstock products

• Products altered at the customer’s request

• Clearance or discontinued products

• Opened, used, damaged, or incomplete products

• Products not in their original packaging

• Products that cannot be resold for health, safety, or regulatory reasons

Product eligibility will be reviewed before a return authorization is issued.

Are there restocking or return shipping charges?

Restocking fees and return freight charges may apply.

Unless the return is due to an error on our part or a verified defective product, the customer is generally responsible for return transportation costs and any applicable restocking or handling fees.

Original shipping and delivery charges are generally nonrefundable.

When will I receive credit for an approved return?

Credit will be issued after the returned product has been received, inspected, and approved.

Products returned in a condition different from what was originally described may receive reduced credit or may be refused.

Refunds or credits will generally be issued using the original payment method or applied to the customer’s account, depending on how the order was paid.

Custom and Special-Order Products

Can you provide custom or printed packaging products?

Yes. Custom options may be available for boxes, bags, tape, labels, mailers, protective packaging, and other packaging or warehouse supplies.

Custom products may require minimum quantities, tooling, artwork, setup charges, production lead times, and written approval of specifications or proofs.

Can custom products be canceled or returned?

Custom, printed, made-to-order, and special-order products are not cancelable or returnable after production, material purchasing, printing, or manufacturing has begun.

Customers are responsible for reviewing and approving all dimensions, materials, quantities, artwork, colors, proofs, and specifications before production.

Account and Website Assistance

How do I create an online account?

Use the account registration option on the website and enter your business and contact information.

Your account may require review before account-specific pricing, payment terms, or other purchasing features become available.

What should I do if I forgot my password?

Use the password-reset option on the login page. A password-reset message will be sent to the email address associated with your account.

Please check your spam or junk folder if you do not see the message.

How do I update my company, billing, or shipping information?

Please update your information through your online account when that option is available or contact us for assistance.

Address changes submitted after an order has entered processing may not be applied to the current shipment. Carrier address-correction or redelivery charges may apply if incorrect information was provided.

Is the website secure?

We use industry-standard security measures and encrypted connections to help protect account and order information transmitted through the website.

Customers should keep usernames and passwords confidential, use strong and unique passwords, and sign out when using a shared computer or device.

We will never ask you to send your account password by email.

Who should I contact if I have a question about my order?

Please contact us with your order number, company name, and a brief description of your question or issue.

Providing complete information will help us review your request and respond more efficiently.