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Frequently Asked Questions

 

ORDERING

  1. I just placed an order. What happens next?
  2. Can I place an order by phone?
  3. How do I make changes to my order?
  4. How do I order an item that says, "Call for Pricing"?
  5. Can I place an international order?

SHIPPING & DELIVERY

  1. Where do orders ship from?
  2. When will I receive my order?
  3. What happens when the lead time is too long?
  4. Can I pick up items locally / will call?
  5. Can it be shipped today?
  6. Can I use my own shipping account?
  7. Does “Usually ships in 24 hours” mean it’s in stock?
  8. Can we ship outside the US / Export?
  9. Why am I being charged for shipping?

PAYMENT, PRICING & TAXES

  1. When will I be charged for my order?
  2. What are the accepted payment methods?
  3. Do you provide credit terms?
  4. Is the order price set or can it change?
  5. Can I get a discounted price? I am a reseller / government entity.
  6. How do I get a reduction in sales tax?

RETURNS & REFUNDS

  1. What is the return/warranty policy?
  2. Defective Product Returns

NEED MORE HELP

  1. Get in touch for more help

 

ORDERING

I just placed an order. What happens next?

Our order process is simple and straightforward. Once your order has been placed online, an order confirmation page will immediately appear on the screen and display your order number.

You will also receive the following e-mails:

  1. Order Acknowledgement, sent immediately to confirm we have received your order
  2. Order Confirmation, sent within 24 to 48 hours of order to confirm shipping origin and ship date
  3. Tracking, with a linkable tracking number for your order, if available

 

Can I place an order by phone?

We encourage customers to explore our website and place their orders online. It’s quick, easy and convenient. For those who need a little extra help, we are happy to guide you through the online ordering process. Please call us at 888-671-2883 for assistance. Our customer service team is available Monday – Friday from 6:00AM to 4:00PMPST.

 

How do I make changes to my order?

We begin processing orders as soon as we receive them, so we may not be able to make changes. But, you are welcome to use the MyAccount page to send us a cancellation request. We’ll do our best to fulfill your request.

 

How do I order an item that asks me to “Call for Pricing”?

Call us at 888-671-2883 and we will email you a quote. The quote will contain a link that will allow you complete the checkout process online.

 

Can I place an international order?

Yes, please email us if your order is over $2000 USD. International order requests are reviewed on a case-by-case basis because they are more complex than a typical order. Please forward international inquiries to international@mrosupply.com.

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SHIPPING & DELIVERY

Where do orders ship from?

Orders will either originate from our local warehouse or be drop-shipped directly from the manufacturer depending on product availability. Our supplier network maintains several warehouses nationwide and most ship the same day or within 24 hours.

 

When will I receive my order?

In-stock usually ship within 24 hours after an order is placed. If your item cannot be shipped within a 2-week timeframe, we will let you know via email. Simply click on the button contained within the email to cancel or approve your order. If we do not hear back within 48 hours, the order will be cancelled.

 

What happens when the lead time is too long?

If an order has an unexpected lead time that exceeds two weeks, we will notify you via email requesting guidance on how to proceed. Simply click on the button contained within the email to cancel or approve your order. We will need your approval within 48 hours to keep the order active. To manage lead time, we suggest using expedited shipping.

 

Can I pick up items locally / will call?

Yes, if a Will Call/Local Pickup option is listed during the checkout process. We have numerous warehouses located across the United States and a select number accept Will Call orders.

 

Can it be shipped today?

Yes, most of the time. We ship out of 100+ warehouses throughout the United States, in multiple states across several time zones. By the time an order is placed, a few warehouses may already be closed for the day. If you would like to place a “rush order” items you need right away, call us at 888-671-2883. We may be able to ship inventory out from a different warehouse to help meet delivery deadlines.

 

Can I use my own shipping account?

Sure! Simply provide your FedEx/UPS account number during the check-out process.

 

Does “Usually ships in 24 hours” mean it’s in stock?

If an item is in stock, it will usually ship within 24 hours after an order is placed. If you are trying to meet a specific deadline, please call us at 888-671-2883 so we can check stock before your order is placed.

 

Do you ship outside the US / Export?

Yes, we may be able to assist you if the export amount exceeds $2000 USD and you only need a Commercial Invoice and Packing Slip. Please contact our International Sales team at international@mrosupply for further assistance.

 

Why am I being charged for shipping?

We offer free shipping on most of our products for orders subtotaling at least $20. Items that qualify for free shipping will have the free shipping icon prominently displayed on its product detail page.

If you believe you have been billed in error, please contact Customer Service at 888-671-2883.

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PAYMENT, PRICING & TAXES

When will I be charged for my order?

Orders are charged within 24 hours after an order is place regardless of ship date.

 

What are the accepted payment methods?

We accept all major U.S. credit cards (Visa, Mastercard, Discover, American Express) and PayPal secure payments. International credit cards may be used via Paypal.

 

Do you provide credit terms?

Registered users can apply for credit using the following Credit Terms Application. To access it, you must register an account first. After registration, visit the ‘About Us’ page for ‘Credit Terms’ instructions.

 

Is the order price set or can it change?

In very rare instances, prices may be subject to change after an order is placed. You will be notified via email about the inaccurate price and any new charges are put on hold pending your approval. We will also attempt to contact you by phone if you do not respond to our emails. The new charge amount will need to be approved within 48 hours to keep the order active.

 

Can I get a discounted price? I am a reseller / government entity.

We offer our lowest prices online and do not offer additional discounts based on reseller or government status. However, we will consider additional discounts for orders exceeding $2000 USD.

 

How do I get a reduction in sales tax?

If you live in or ship to the State of California, we are required to collect sales tax on your order. If you are a reseller, you may qualify for a resale exemption (which removes the requirement to pay sales tax) if you have a valid seller’s permit and can provide a California resale certificate. A general resale certificate for the State of California is provided here: http://www.cdtfa.ca.gov/formspubs/cdtfa230.pdf. Upload the completed resale certificate during checkout and the sales tax reduction will be applied automatically.

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RETURNS & REFUNDS

What is the return/warranty policy?

Contact us within 30 days of purchase to start the return process and obtain a Return Goods Authorization (RGA) number. We will accept returns for items provided the product is:

  • Returned in its original, unused condition;
  • Accompanied by a valid RGA number; and
  • Sent to the correct shipping address provided.

Refunds will be issued back to the original payment method used and may take several credit card cycles to appear. Click here to start the returns process from the MyAccount page.

Read our Return/Warranty Policy here

 

Defective product returns

If you received a defective product and would like to file a warranty claim with the manufacturer, please initiate the claim from the MyAccount page.  Click on the following link to learn how. 

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NEED MORE HELP

Get in touch for more help

For any other questions you might have:

  • Call us at (888)-671-2883
  • Use our Live Chat located on the Checkout Menu
  • Email us

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