Frequently Asked Questions

Ordering Questions

I have submitted my account registration but I cannot log in?
All account registrations are reviewed by our team and are subject to our discretion. Valid and complete registrations will be approved within 2 business days. If approved, you will receive an email confirmation and will be able to log in. If you have not been approved within this time, feel free to give us a call at 800-486-9469. Please be sure to check your junk/spam folder.

I am already a customer of yours, do I need to register for an online account?
The website is separate from our regular order entry system so an online registration is required for online ordering. Once approved, you will be able to view pricing, availability, and place orders online. 

Where can I find your product price list?
Once logged in to your account, you will find a link at the bottom of the home page under the Wholesalers section labeled  "Download Price List". 

What is your minimum order?
Our minimum order is $250. Items must be ordered in full case packs – we do not break-up cases. All items are sold on a non-guaranteed basis. 

How can I place an order?

• Order Online: Login, add items to your cart & follow the checkout process making sure you submit your order (Best way to place an order)
• Order By Email: [email protected] 
• Order By Phone: Call our customer service department at (800) 486-9469 or (603) 421-0110 to place your order. (Please have item numbers ready)
• Order By Fax: Fax us at (800) 892-0610 or (603) 421-0550

**Note: Please include contact and shipping details as well as item numbers and quantities if ordering by email or fax**

Product/Inventory Questions

How can I tell if an item is in stock?
The product page will state if an item is available to order, sold out for the season, or available to backorder. You will also be able to see if an item is low in inventory. You must be logged into your wholesale account to view availability and pricing.

       Inventory Terms

• Available: Item is in stock.
• Low Inventory: Low quantities of the item are available.
• For Backorder: The item is currently not in stock but is available to backorder. 
• Sold Out For The Season: Item is sold out for the current season.
• Final Sale: Limited quantities available. Item will not be backordered once sold out. Item cannot be returned. 

While we do our best to make sure our website reflects accurate inventory, please note that updates may be delayed due to call and/or order volume. If you would like to confirm whether a specific item is available, please contact our Customer Service team.

Can I be notified if an item is back in stock? 
Yes, if an item is out of stock you can request to be emailed when that item becomes available. On the full product page, you can click on the "notify me when it's available" button to input your email to be notified (not valid for items sold out for the season). 

Can I order an item in a specific color or size? 
Our products come pre-assorted unless otherwise stated. Please note, colors, designs and assortments may vary and are subject to change during the season without notice. While we try our best to ensure our product photos are as accurate as possible, please note colors may vary from your monitor. 

• Order must ship within the 48 contiguous US states
• Free freight applies to a single order shipping to one address.
• Order total must meet the minimum amount listed for the state it ships to.
• Multiple orders or shipments to different addresses cannot be combined to meet the free freight minimum.
• Backorders are subject to meet free freight minimums at time of shipment
• If an order ships in multiple parts due to stock availability, each shipment must meet free-freight qualifications independently, unless the customer has requested we hold the full order to ship together.
• Account balances must be current

*Please Note: Free freight does not include any needed accessorial charges. They are billed to the customer. If any accessorial services are needed, the customer must add the services needed at checkout or let us know at the time of ordering. Accessorial charges do not count towards the free freight minimum. 

• Delivery Appointment: If an appointment is requested, the trucking company will coordinate a delivery appointment with you. Please provide the best phone number for them to reach you. | $10
• Power Liftgate: The trucking company will use a liftgate to drop the pallet onto the ground. Please note, if the customer does not have a dock, a power liftgate will be needed. | $70
• Residential Address: If your order needs to be delivered to a residentially zoned address. | Starting at $60
• Inside Delivery: The trucking company will bring your order inside the building. | Starting at $150

Please note: If any of these services are used without permission, we will bill you for the service(s) based on the trucking company rates plus an additional $25 admin fee. Any carrier-assessed redelivery, reconsignment, and/or refused-delivery fees will also be billed to the customer if they apply. 
*The Free Freight Program does not include any accessorial services. They are billed to the customer if needed/used.

How do backorders work?
We will not hold an order with available items for out of stock items, unless otherwise requested. Unless you request no backorders or an item is deemed Sold Out For The Season, any item out of stock at the time of shipment will be shipped out separately upon arrival. Please note, backorders are subject to their own freight cost which will be calculated at the time of shipping. If you would like us to notify you before we ship out any backorders, please let us know in the comments section at checkout. 

Billing/Tracking Questions

I am a new customer but at checkout it is only asking for the last four digits of my credit card?
Once an order is received from a new customer, a secure credit card authorization form will be emailed to you via DocuSign. This must be completed and returned for the order to be processed.

How can I track my order?
Your invoice will include the carrier and tracking number. Most carriers allow online tracking. However, feel free to also give us a call and one of our customer service reps would be happy to track your order for you.

Why are there multiple charges on my credit card?
Once an order is released for processing, your credit card is authorized. The card authorization will include any backordered items on the order. At time of shipment, the card is charged only for the product shipped and freight total. The authorization amount should disappear from your account within a few business days.

How will I receive my invoice?
Invoices are mailed out at time of shipment. If you would prefer to receive an emailed version, please let us know in the comments section at checkout before submitting your order. 

What is your return policy?
Merchandise may only be returned with the approval of Mutual Sales on a case-by-case basis. The returned merchandise must be in the original factory sealed case. Returned merchandise is subject to return shipping charges and a 15% restocking fee (when applicable). Last Chance Items (Final Sale) & Custom Towels are not eligible for returns. See our Terms page for our full return policy.

Other Questions

I am flipping through your digital catalog and I cannot add items to my cart or view inventory status?
The Digital Catalog is just a digital version of our print catalog. It does not show item availability or have direct capability to add items to your cart. However, the 2026 Digital Catalog is interactive with new features to make ordering quicker & easier. You can check out the 2026 Mutual Sales Digital Catalog here. 

Can I still purchase from you if I do not own a business?
We are a wholesale only and do not sell to the general public. 

What trade shows do you exhibit at?
For the most up-to-date listing please visit our trade show page.

Do you have a showroom?
We do not have a showroom. Please visit us at a trade show which can be found at the above link. 

For all other questions or inquiries, please contact our office at (800) 486-9469.
 - Your Mutual Sales Team