Frequently Asked Questions

 

I have submitted my account registration but I cannot log in?
All account registrations are reviewed by our team. Valid and complete registrations will be approved within 48 hours. 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 a registration is required. Once approved, you will be able to view pricing, availability, and place orders online. 

What is your minimum order?
Our minimum order is $500. Items must be ordered in full case packs – we do not break-up cases.

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 for 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 season.

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 order an item in a specific color or size? 
Our products come pre-assorted unless otherwise stated. Please note, colors and assortments may vary and are subject to change during the season without notice.

Once my order is submitted, when will it ship?
In-stock products are generally shipped same day or next day. During peak times and/or holidays, please allow extra time for your order to be processed and shipped out. If you want your order to ship at a later date, please specify this in the "when would you like your order to be shipped out?" field at checkout. Transit time is not guaranteed and is subject to the carrier.
 
What are your shipping hours? 
Our shipping hours are as follows: Monday-Friday 9am-5pm. We are closed on the weekends and major holidays. Shipping hours may vary.
 

How much will shipping be? What if I need a liftgate/appointment?
We ship out of Derry, NH. Shipping varies based on the size of the order and the products ordered. Shipping will only be calculated for in stock items ready to ship. Backordered items are subject to their own shipping cost which will be calculated when ready to ship. Smaller orders are generally shipped via UPS and larger orders are generally shipped common carrier.

We must be notified of all accessorial needs at time of purchase (liftgate, appointment, inside delivery, etc.). Please add all accessorial charges needed at checkout. Freight is to customer dock.

Accessorial Charges

Inside Delivery: The shipping company will bring your order inside the building. - Starting at $75

Notification/Appointment (Common Carrier/Pallet Shipments Only): If notification is requested - the shipping company will give you a call to let you know they are on their way to deliver. If an appointment is requested - the shipping company will coordinate a delivery appointment with you. Please make sure to provide us with the best phone number for them to reach you.  - $10

Residential Address: If your order needs to be delivered to a residentially zoned address. - $60

Power Liftgate: The shipping company will drop the pallet onto the ground for you. Please note, if a liftgate is not ordered the customer is responsible for unloading their order off of the truck. - $70

If a driver is held up with your delivery, a detention fee of $75 per hour will be billed to you.

If any of these services are used without permission, we will bill you for the service(s) and an additional $25 admin fee. 

How do backorders work?

Unless you request no backorders, any item out of stock at the time of shipment will be shipped out 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 so we can make a note in your account. 

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 credit card authorization will be emailed to you. This must be completed and returned for the order to be processed.

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

How can I track my order?
Your invoice will include the carrier and tracking number. Most carriers allow online tracking. 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 have prices increased so much?
The combination of increased first costs overseas, the weakening of the USD and ocean freight increasing over 700% have caused a rise in prices. We strive to carry quality products which is why sometimes our prices are a little higher than the competition.

I am flipping through your digital catalog and I cannot add items to my cart or view inventory status?
The FlipBook is just a digital version of our paper catalog. It does not show the availability of items or have capability to add items to your cart.

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. 

 

 

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