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Frequently Asked Questions

  1. DO YOU ACCEPT CORPORATE, GOVERNMENT & B2B PURCHASE ORDERS?
  2. CAN I PLACE AN ORDER OVER THE PHONE?
  3. CAN I FAX PURCHASE ORDER?
  4. DO YOU ACCEPT CREDIT CARD OVER THE PHONE?
  5. DO I NEED EMAIL ADDRESS?
  6. DO YOU ACCEPT CORPORATE ACCOUNTS?
  7. IS ANYONE CAN PURCAHSE MERCHANDIZE FROM THE WEBSITE?
  8. DO I NEED TO PAY TAX ON MY ORDER?
  9. DO YOU HAVE MINIMUM ORDER REQUIREMENT?
  10. DO YOU SHIP INTERNATIONALLY?
  11. CAN I SHIP AN ITEM WITH OVERNIGHT SHIPPING?
  12. WHAT IS YOUR SHIPPING RATE?
  13. DO YOU HAVE A SHIPPING POLICY?
  14. WHERE WILL MY ORDER SHIP FROM?
  15. DO YOU OFFER FREE SHIPPING?
  16. WHERE DO YOU SHIP?
  17. CAN YOU PROVIDE A SAMPLE PRODUCT?
  18. DO YOU OFFER DISCOUNTS TO RESELLERS?
  19. CAN I GET DISCOUNT IF I PURCAHSE LARGE QUANTITIES?
  20. MY ORDER WENT THROUGH BUT NOT RECEIVED EMAIL CONFIRMATION?
  21. WHY CREDIT CARD HAS TO CHARGE PRIOR SHIPMENT?
  22. IS THERE A PROCESSING TIME ON ORDERS?
  23. WHY DOES THE SHIPPING TIME NOT CALCULATE EXTRA DAYS FOR PROCESSING TIME?
  24. HOW CAN I PLACE AN ORDER FOR WILL CALL AND COME PICK IT UP MY SELF?
  25. CAN I USE MY OWN SHIPPING ACCOUNT?
  26. CAN I USE MY OWN SHIPPING ACCOUNT FOR INTERNATIONAL ORDERS?
  27. HOW MY ORDER IS GOING TO SHIP?
  28. CAN YOU SHIP TO P.O. BOX OR APO/FPO ADDRESS?
  29. WHY MY ORDERS CAME IN MANY SHIPMENTS?
  30. HOW CAN I CONTACT YOU?
  31. WHY HAS MY VOICEMAIL OR EMAIL NOT BEEN ANSWERED YET?
  32. WHY THIS ITEM ON SALE NOW?
  33. ARE THE PRODUCTS BRAND NEW OR USED AND REFURBISHED?
  34. CAN YOU RECOMMEND ONE PRODUCT OVER ANOTHER PRODUCT?
  35. THE PRODUCT I AM PLANNING TO ORDER IT COMES IN ASSORTED COLORS, HOW DO I SPECIFICALLY SELECT WHAT COLOR I WANT TO ORDER?
  36. THE PRODUCT I ORDER DID NOT SHIP TO MY STATE; I RECEIVED THE REFUND, WHY?
  37. WHY DOES THE ITEM NOT EXACTLY MATCH TO THE PICTURE ON YOUR WEBSITE?
  38. WHAT IS THE DIFFERENCE BETWEEN THE MODEL NUMBER, ITEM NUMBER, PART NUMBER AND SKU NUMBER?
  39. WHAT IS YOUR WARRENTY POLICY?
  40. IS MATERIAL SAFETY DATA SHEETS (MSDS) AVAILABLE?
  41. CAN YOU MAIL A CATALOG?
  42. IS YOUR WEBSITE SECURE?
  43. DO YOU OFFER PRICE MATCH?
  44. DO YOU OFFER INSTALLATION?
  45. ARE YOU THE MANUFACTURER?
  46. DO YOU ACCEPT BUSINESS ACCOUNTS?
  47. DO YOU OFFER QUOTES?
  48. DO YOU SHIP OUTSIDE OF THE UNITED STATES OF AMERICA?
  49. DO YOU HAVE EXPERINCE IN EXPORTING USA PRODUCTS?
  50. DO YOU PROVIDE QUOTES TO INTERNATIONAL INQUIRES?
  51. DO YOU PROVIDE QUOTES ON THOSE PRODUCTS NOT LISTED ON THE WEBSITE?
  52. HOW IS THE EXPORT ORDER PROCESS WORKS?
  53. DO YOU CHARGE TAX AND DUTIES FOR EXPORT ORDERS?
  54. WHAT METHOD OF PAYMENT DO YOU ACCEPT FOR EXPORT ORDERS?
  55. WHAT CARRIER DO YOU USE TO SHIP EXPORT ORDERS?
  56. HOW MUCH DO YOU CHARGE FOR EXPORT SHIPPING?
  57. CAN I PALCE FULL OR PARTIAL CONTAINER ORDERS FOR EXPORT?
  58. HOW DO I TRACK MY INTERNATIONAL SHIPMENT?
  59. WHAT IF I WANT TO RETURN MY INTERNATIONAL SHIPMENT?
  60. DO YOU HAVE A RETURN POLICY?
  61. WHY I WAS CHARGED FOR A RESTOCKING FEE?
  62. CAN YOU COME AND PICK UP MY RETURN ITEM?
  63. IF I HAVE A PROBLEM WITH MY ORDER, WHAT SHOULD I DO?
  64. HOW DO I CANCELL AN ORDER?
  65. HOW DO I CONTACT THE MANUFACTURER?
  66. I RECEIVED AN ERROR ON THE WEBSITE WHILE SHOPPING, WHAT DO I DO?
  67. DO YOU SELL PARTS FOR PRODUCTS?
  68. MY ORDER IS DAMAGED, WHAT WOULD I DO?
  69. MY ORDER NEVER ARRIVED, WHAT WOULD I DO?
  70. I WAS REFUNDED BUT MONEY ISN’T MY ACCOUNT?
  71. MY ORDER WAS NOT PROCESSED, BUT THE MONEY TAKEN OUT OF MY ACCOUNT?
  72. GIFT ORDER, CAN YOU REMOVE THE PACKING SLIP?
  73. GIFT ORDER, IS PRICING ON THE PACKING SLIP?
  74. GIFT ORDER, DO YOU OFFER GIFT WRAPPING?
  75. GIFT ORDER, IS THE RECEIPENT KNOW WHO PURCHASED AND SENT THE GIFT?
  76. I HAVE A QUESTION REGARDING A PRODUCT, CAN YOU HELP?

Answers...

  1. DO YOU ACCEPT CORPORATE, GOVERNMENT & B2B PURCHASE ORDERS?

    Yes, Purchase orders from Small to Large companies, educational institutions, and US government agencies are accepted.

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  2. CAN I PLACE AN ORDER OVER THE PHONE?


    Yes, we require same information over the phone as on our website. When you calling to place an order over the phone, please have the manufacturer name and part number, this will help to process order quickly.

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  3. CAN I FAX PURCHASE ORDER?


    Yes, if you have a business account (B2B) with us. All other purchase orders required a payment method prior processing the order, you can fax the credit card, check or wire transfer payment details with your Purchase Order.

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  4. DO YOU ACCEPT CREDIT CARD OVER THE PHONE?


    Yes, we require same information over the phone as on our website.

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  5. DO I NEED EMAIL ADDRESS?


    Yes, we need a written communication method to send order confirmations, change or order status and updates on orders. All emails you receive from us either related to your order, account information’s, notifications and other related business communications.

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  6. DO YOU ACCEPT CORPORATE ACCOUNTS?

    Yes, we gladly accept corporate accounts. Please complete the credit application and we glad to offer credit account. Applicant authorizes Alliance Supply to obtain necessary credit information at any time from any source and agrees to pay for purchases according to the credit terms on our invoice or, if none appear, according to terms of Net 30.

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  7. IS ANYONE CAN PURCAHSE MERCHANDIZE FROM THE WEBSITE?


    Yes, if you are an 18 years old and have a payment method. No person under the age of 18 should use our website without the consent of their parent or legal guardian.

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  8. DO I NEED TO PAY TAX ON MY ORDER?


    We do not collect sales tax on any order shipped outside of South Carolina & California State. In accordance with current law, we are required to collect sales tax on all orders delivered in South Carolina & California. If you are a tax exempt company and shipping to a South Carolina & California address, please provide your tax exempt certificate.  It’s your responsibility to pay sales tax/ use tax/ other taxes to the State which is required by your State, please consult with your tax advisor. We do not collect sales tax on any International orders.

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  9. DO YOU HAVE MINIMUM ORDER REQUIREMENT?


    No, there is no minimum order requirement.

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  10. DO YOU SHIP INTERNATIONALLY?


    Yes, we are proud to ship to customers in many countries around the globe.

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  11. CAN I SHIP AN ITEM WITH OVERNIGHT SHIPPING?


    Yes, most all stock items can be shipped via overnight services to our customers. However, these orders must be placed before 12:00pm EST, or give us a call for special arrangements for immediate delivery, we will try our best to make it happen. You will be required to pay for any and all additional fees and charges associated with shipping.

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  12. WHAT IS YOUR SHIPPING RATE?


    We will ship at lowest cost best-way possible. Our shipping rates are determined by posted shipping costs, which are based on the weight of the order and the distance it must travel. Yet while most shipping company’s charges for distance traveled, we do not. Our shipping rates are assessed by the average distance traveled and the weight of the item. If an item will cost more to ship and it is over 150 Lbs, then it is either very heavy or an odd size, and has to be shipped using a local common courier.

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  13. DO YOU HAVE A SHIPPING POLICY?


    Yes, please read our complete shipping policy.

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  14. WHERE WILL MY ORDER SHIP FROM?


    We pride ourselves on providing quick delivery. We have over 45 warehouses strategically located across the continental US enabling us to expedite delivery of your order, including next-day shipping to the 48 contiguous United States. Your order will be shipped from the warehouse closest to your destination that has the product you want in stock. If it is a back order item then it will ship directly from the manufacturer’s warehouse.

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  15. DO YOU OFFER FREE SHIPPING?


    Yes, Products that have the icon free shipping, we will ship those items as prepaid by regular UPS ground or FedEx Ground shipping to the 48 contiguous U.S. states. At this time, we are unable to offer free shipping to Alaska, Hawaii, Puerto Rico, the Virgin Islands, and APO/FPO locations.

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  16. WHERE DO YOU SHIP?


    We ship directly to all 50 states in the U.S. and Internationally.  Please read our shipping policy.

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  17. CAN YOU PROVIDE A SAMPLE PRODUCT?


    Since we do not manufacture any products we are unable to send samples

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  18. DO YOU OFFER DISCOUNTS TO RESELLERS?


    Yes, if you have tax exempt certificate and you are looking to purchase large quantities then we are happy to provide free quotes.

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  19. CAN I GET DISCOUNT IF I PURCAHSE LARGE QUANTITIES?


    Yes, if you would like to purchase large quantities then we are happy to provide free quotes

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  20. MY ORDER WENT THROUGH BUT NOT RECEIVED EMAIL CONFIRMATION?


    Yes, we did send mail; please take a look your spam or junk mail folder, you can adjust your spam filter to accept our emails.

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  21. WHY CREDIT CARD HAS TO CHARGE PRIOR SHIPMENT?


    To process and ship an order it is our policy to verify the card is valid and has sufficient fund.

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  22. IS THERE A PROCESSING TIME ON ORDERS?


    Yes, there is a processing time of approximately 24 hours. We will process your order as soon as we receive it from our system within an hour after you placed an order, however some orders take little longer, processing time is not included in the estimated shipping time.

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  23. WHY DOES THE SHIPPING TIME NOT CALCULATE EXTRA DAYS FOR PROCESSING TIME?


    While our shipping times are 1-5 business days (or faster for next day or second day shipping), this does not include our processing time. Most orders are processed within a few hours, however some orders take a little longer, which is why this time is not included in estimated arrival dates.

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  24. HOW CAN I PLACE AN ORDER FOR WILL CALL AND COME PICK IT UP MY SELF?


    At this time we do not offer will call purchase. The system we use is fully automated and is not able to process orders that will not be shipped. We have automated our system to ensure all orders are processed and shipped quickly and accurately.

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  25. CAN I USE MY OWN SHIPPING ACCOUNT?


    We may able to use your UPS or FedExp accounts in selected category of products, please contact us with your shipping account details prior placing order. 
    At this time we are not able to ship all orders using shipping accounts other than our own. The system we use is fully automated and does not accept other account numbers for all U.S. shipping addresses. We have automated our system to ensure our orders are processed and shipped both quickly and accurately.

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  26. CAN I USE MY OWN SHIPPING ACCOUNT FOR INTERNATIONAL ORDERS?


    Yes, we are able to ship orders using your shipping accounts for international orders.

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  27. HOW MY ORDER IS GOING TO SHIP?


    Your orders are shipped using several shipping services such as UPS or FedEx or DHL or Expeditors. Some larger products or large quantity orders may be shipped using a local common courier. Common couriers are often faster and more efficient to use on these orders and help us ensure that your products arrive in good condition. We do not use the United States Postal Service.

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  28. CAN YOU SHIP TO P.O. BOX OR APO/FPO ADDRESS?


    No, we apologize for any inconvenience; at this time we cannot ship orders to a PO Box or an APO/FPO or Military address. We use UPS, FedEx, and other local couriers who do not deliver to PO Boxes. Please provide a physical street address.

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  29. WHY MY ORDERS CAME IN MANY SHIPMENTS?


    While we offer priority and expedited shipping services on many items, we are not able to offer these shipping options on some large-quantity or multiple-item orders. Not all of our warehouses stock every SKU, so your order may need to be shipped from multiple warehouses. If this is the case, we will refund the additional shipping charges to your account.

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  30. HOW CAN I CONTACT YOU?


    You can contact one of our friendly customer service associate by phone or fax or e-mail, our customer service Phone number is 1-864-641-1000. or Fax at 1-866-334-0956. To reach us by email alliance[@]alliancesupply.com, you may write to us at the following addresses: Alliance Supply, 1855 East Main St. Suite: 14-122, Spartanburg, SC 29307

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  31. WHY HAS MY VOICEMAIL OR EMAIL NOT BEEN ANSWERED YET?


    Our office hours are Monday through Friday, 8.00am to 6.00pm Eastern Standard Time. If you are transferred to our voicemail during those hours, then all of our customer service associates were on other lines assisting other valued customers. We apologize for this inconvenience; we strive to answer all phone calls. Please leave us a voicemail with your name, phone number, and reason for calling, and one of our customer service associate will call you back as soon as possible. We strive to answer every email within 24 business hours; however some emails may require more time and research then others. We will respond to all inquiries as quickly as we can. We do respect your time and patients, Thank you for contacting us; we’re delighted to serve you.

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  32. WHY THIS ITEM ON SALE NOW?


    Our item prices fluctuate along with those of the manufacturer’s sales price. If the manufacturer raises the price or the cost of materials used to make the item increases, then so do our prices. Conversely, if the price or cost goes down, we pass that savings along to you for the most up-to-date prices.

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  33. ARE THE PRODUCTS BRAND NEW OR USED AND REFURBISHED?


    All items were listed on our website is brand new and it is packed in original manufacturers packaging. We do not sell any used or refurbished products; however some products may be refurbished items or some green recycled products used by the manufacturers.

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  34. CAN YOU RECOMMEND ONE PRODUCT OVER ANOTHER PRODUCT?


    We are not qualified to make recommendations on products; however we are happy to answer product questions. If you are looking for a recommendation, we advise contacting a local certified technician or the product manufacturer.

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  35. THE PRODUCT I AM PLANNING TO ORDER IT COMES IN ASSORTED COLORS, HOW DO I SPECIFICALLY SELECT WHAT COLOR I WANT TO ORDER?


    While many products we offer come in assorted colors, we are not able to select specific colors, because the manufacturer sends varying colors to our warehouses and these colors differ by warehouse and shipment, we do not store specific colors in our database.

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  36. THE PRODUCT I ORDER DID NOT SHIP TO MY STATE; I RECEIVED THE REFUND, WHY?


    If the product has restrictions in your state or certain products may not be available for sale in all areas due to varying state laws and regulations. We will contact you within 48 hours if the order has been cancelled for this reason. For legal reasons, there are no alternate shipping options available for restricted items.

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  37. WHY DOES THE ITEM NOT EXACTLY MATCH TO THE PICTURE ON YOUR WEBSITE?


    The pictures on our website are given to us directly from the manufacturers, and sometimes they do not provide separate pictures for all items. The pictures can be generic, so we advise all customers to purchase based on the product summary, model number, and product specifications. If you ever have any questions regarding a product, we recommend contacting our customer service agents or the manufacturer to clarify your questions.

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  38. WHAT IS THE DIFFERENCE BETWEEN THE MODEL NUMBER, ITEM NUMBER, PART NUMBER AND SKU NUMBER?


    The model number is the number assigned to an item by the manufacturer or it called item number. The part number or SKU number is our internal number or manufacture part number associated with that item. Some products we use our own part number and SKU number to differentiate similar model numbers from different manufacturers.

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  39. WHAT IS YOUR WARRENTY POLICY?


    Please read all our warranty policies. As in general, all warranties are product-specific and vary by manufacturer; each claim is handled by the manufacturer. Due to circumstances beyond our control, we will not be held responsible or liable for any defective products. We reserve the right to refuse purchases due to incorrect prices, or any other incorrect information in our website

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  40. IS MATERIAL SAFETY DATA SHEETS (MSDS) AVAILABLE?


    Yes, MSDS are available upon request on the applicable products we sell; also if you like, you can contact product manufacturers for MSDS.

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  41. CAN YOU MAIL A CATALOG?


    Yes, we do have Big Catalogs for Industrial Supplies and/or Office Supplies. Also we do have most popular Small Catalogs for Industrial Supplies and/or Office Supplies. Please let us know you are interested on Big or Small catalog and you are interested on Industrial Supplies and/or Office Supplies, we are glad to have you as our valued customer. Most up to date products were available on our website.

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  42. IS YOUR WEBSITE SECURE?


    Our website is highly secure with Green Bar (highest in Industry standard, equal to bank standard) and is tested daily by certified company Hacker Safe to ensure its durability. Once you add an item to your shopping cart, you will be transferred to our highly secure checkout pages. Please note that when browsing our product selections you will not be on our secure server.

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  43. DO YOU OFFER PRICE MATCH?


    We do not match prices with any other website or catalog. We are trying everyday to keep our prices as low and competitive as possible.

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  44. DO YOU OFFER INSTALLATION?


    We do not install any of the products we sell. We are also unable to recommend any contractors or technicians for installation. If you require installation, we suggest you find a contractor or technician first and then make sure the item you are going to order is the item that contractor or technician will need.

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  45. ARE YOU THE MANUFACTURER?


    We do not manufacture products at this time. We carry over 200,000 different products from over 1,000 different manufactures. For questions about a specific manufacturer, please call that manufacturer directly.

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  46. DO YOU ACCEPT BUSINESS ACCOUNTS?


    Yes, we gladly accept B2B corporate accounts, small to large size. We do offer extend terms to companies; we are happy to prepare quotes for our customers.

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  47. DO YOU OFFER QUOTES?


    Yes, we offer free quotes on any products. All our prices and quotes are FOB shipping point USA. If you are a company that requires a large quantity of an item and you are looking for a lower price, please send us an email with the RFQ, manufacturer name, part number, quantity, and address the items would be shipped to. Our quotes department will get back to you as quickly as possible, but please allow us 2-3 business days to prepare a quote.

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  48. DO YOU SHIP OUTSIDE OF THE UNITED STATES OF AMERICA?


    Yes. Alliance Supply does ship outside the United States. Please click 'International Checkout' option at the time of checkout and our third party provider will manage all your export orders. Please email us or call us your questions and send a request for large volume quote (RFQ) .

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  49. DO YOU HAVE EXPERINCE IN EXPORTING USA PRODUCTS?


    Yes. We are proud to ship MADE IN USA products to customers in many countries around the globe. Since 2006 we are exporting to Middle East, Asia and other countries.

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  50. DO YOU PROVIDE QUOTES TO INTERNATIONAL INQUIRES?


    We are happy to provides Free Quotes on any USA products, Please send your RFQ’s

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  51. DO YOU PROVIDE QUOTES ON THOSE PRODUCTS NOT LISTED ON THE WEBSITE?


    Yes, we are happy to provide Free Quotes on any USA products. If the product is legal to export, then we will export.

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  52. HOW IS THE EXPORT ORDER PROCESS WORKS?


    We do handle everything in a smooth manner, please read our international shipping policy.

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  53. DO YOU CHARGE TAX AND DUTIES FOR EXPORT ORDERS?


    No, Alliance Supply does not add international tax, tariffs or duties to orders. It is our customer’s responsibility to pay these fees. Alliance Supply is not responsible for any international shipping cost.

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  54. WHAT METHOD OF PAYMENT DO YOU ACCEPT FOR EXPORT ORDERS?


    Alliance Supply will only accept wire transfer payments for international orders. Currently we do not accept international credit cards. We accept payments only in US Dollar.

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  55. WHAT CARRIER DO YOU USE TO SHIP EXPORT ORDERS?


    We use a variety of different carriers for shipping. Smaller items will ship through DHL and Larger items ship through Expeditors or TNT or it is our customers choice how they want to ship and who they want to use for Freight Forward for their air or sea shipments.

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  56. HOW MUCH DO YOU CHARGE FOR EXPORT SHIPPING?


    All our prices and quotes are FOB shipping point USA. It is our customer’s responsibility to handle the shipment. In special cases we are happy to provide shipping quotes. Alliance Supply is not responsible for any shipping cost. Alliance Supply is not responsible for any shipping damages and we are not liable for lost shipments. We do encourage our customers to take insurance from your shipping carrier for shipments.

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  57. CAN I PALCE FULL OR PARTIAL CONTAINER ORDERS FOR EXPORT?


    Yes, we can ship full or partial container orders. Also we can get container shipping quotes for large orders.

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  58. HOW DO I TRACK MY INTERNATIONAL SHIPMENT?


    We will e-mail you the DHL tracking number

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  59. WHAT IF I WANT TO RETURN MY INTERNATIONAL SHIPMENT?


    All international orders are a final sale only. Alliance Supply does not accept returns for any international order. All international orders are non-refundable due to the long distance they must travel, makes them not in resalable condition when they arrive back in the U.S. All international sales are final; however we will work with you all the way to solve any issues. You can count on us for our services beyond export.

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  60. DO YOU HAVE A RETURN POLICY?


    Yes, customer satisfaction is our top priority; we have simple and easy return policy. Please read our return policy, then contact us by phone or email with your issues and for a Return Authorization (RA) number, one of our customer service person will assist you for your return. If your item is defective, it needs to be reported within 5 business days of receipt of products, and you must have the original box. Return requests must be approved, processed, and the merchandise returned to our distribution center within 30 days of the original shipment date.

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  61. WHY I WAS CHARGED FOR A RESTOCKING FEE?


    Based on our return policy, any order that was refused will be refunded less our 15% restocking fee. In case, if you ordered an item in error, and it is returned with a Return Authorization Number, a 15% restocking fee will be assessed. An oversized item has higher restocking fee. This restocking fee is necessary to keep our prices as low and competitive as they are on our website. If you have any questions about a product, please call or email to our customer service associates and they will be more than happy to assist you prior to purchasing

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  62. CAN YOU COME AND PICK UP MY RETURN ITEM?


    No, at this time we do not offer a return pick-up service. If an item needs to be returned, we will either send a pre-paid return shipping label or a return authorization (RA) number. After you received the RA # from us, you can ship the item to us through UPS or FedEx.

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  63. IF I HAVE A PROBLEM WITH MY ORDER, WHAT SHOULD I DO?


    Please contact to our customer service team as soon as possible by email or phone. When you contact us, please have your order number, manufacturer name, part number and all details possible so we can assist you efficiently.

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  64. HOW DO I CANCELL AN ORDER?


    We can only cancel an order if its status is “ordered” or “backordered.” Once the order has been updated to “processed” or “shipped,” it can no long be changed, updated, or canceled. If you need to cancel or change an order, please call our customer service or send us an email with the necessary information and we will do what we can to update and change your order. Normally we process your order immediately to ship it fast; however there is an hour grace period after you submit an order to make any immediate corrections or changes.

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  65. HOW DO I CONTACT THE MANUFACTURER?


    We are happy to provide manufacturers customer service numbers that we have access to, but please understand that we do not have access to them all. Most of the time we search for their contact information the same way you would, by searching on web search engines. Please take a look your product details and most of the time you can find their contact details, each manufacturer has its own customer service number. If you require more information regarding the use of a specific item, please contact the manufacturer for detailed information. While we do have access to some manufacturers’ phone numbers but we do not have them all.

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  66. I RECEIVED AN ERROR ON THE WEBSITE WHILE SHOPPING, WHAT DO I DO?


    We apologize if an error occurs while browsing; please let us know the error message, please continue to browse, as this error was logged and will be corrected as quickly as possible. If you have entered your credit card number, please call us, as we will want to ensure your credit card was in fact not charged.

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  67. DO YOU SELL PARTS FOR PRODUCTS?


    Yes, most of the parts are for sale on our website. If you are not able to find the exact part you need on our site, we may be able to source that item from the manufacturer; we will send you a quote accordingly.

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  68. MY ORDER IS DAMAGED, WHAT WOULD I DO?


    If you receive your order via UPS or FedEx and it is damaged, please contact our customer service agents so that we may assist you. Please read our Return Policy. If your order is being delivered by a common courier and the item is damaged, please refuse the shipment and do not sign for it. A freight company requires a signature on deliveries and once they obtain that signature, all responsibility it transferred to the receiver.

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  69. MY ORDER NEVER ARRIVED, WHAT WOULD I DO?

     
    If you have tracking number please check the shipping details on UPS or FedEx websites. If your order has not been delivered, please check the status and your email inbox to ensure the item was not cancelled or backordered. If you are not able to find any more information, please contact our customer service agents so that we may track down your order.

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  70. I WAS REFUNDED BUT MONEY ISN’T MY ACCOUNT?


    Once we submit a refund request, the transaction may take five to seven business days to post to your account. If the transaction still has not posted after this time, please contact your card provider to verify the posting date.

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  71. MY ORDER WAS NOT PROCESSED, BUT THE MONEY TAKEN OUT OF MY ACCOUNT?


    Some credit or debit card providers place a temporary hold on funds that are part of an unsuccessful charge or a declined transaction. If you do not have an order in our system, it is likely that the withheld funds are not actual charges. Instead, the withheld funds are temporary holds that will be released back into your account. Please contact your bank or credit card provider with concerns regarding holds. If you still require further assistance, please contact our customer service agents.

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  72. GIFT ORDER, CAN YOU REMOVE THE PACKING SLIP?


    Most of our orders are shipped with a packaging slip; however none of them contain pricing of the item or shipping. Some of our orders are shipped without any packaging slip; this is perfectly normal. If you need to return an item without a packaging slip, please either print out your order confirmation email or make sure your RA number is clearly located on your return.

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  73. GIFT ORDER, IS PRICING ON THE PACKING SLIP?


    Pricing is not listed on our packaging slips. If you require an invoice, you may either use your order confirmation or contact us and we can fax or email a formal invoice.

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  74. GIFT ORDER, DO YOU OFFER GIFT WRAPPING?


    No, we do not offer gift wrapping. Also please note that while most of our items are shipped out in brown boxes, there are some items that will be shipped in the manufacturer packaging which may not be discreet for gift-giving.

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  75. GIFT ORDER, IS THE RECEIPENT KNOW WHO PURCHASED AND SENT THE GIFT?


    No, all of our orders are shipped out ‘blind.’ This means that the packaging slip (if included) does not list any pricing. This also means that the recipient will not know who purchased the item. If the recipient not accepted the item delivered by UPS or FedEx then it will be returned and there is a 15% restocking fee. If you would like the recipient to know that you purchased the order, we recommend you send them a card, letter, call or email so he will receive the item.

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  76. I HAVE A QUESTION REGARDING A PRODUCT, CAN YOU HELP?


    We are more than happy to answer any and all questions you may have regarding a product. Please have the manufacturer name, part number, manufacturer model number handy when calling our customer service department so that we may answer your questions quickly and efficiently. We will be able to answer some questions more easily than others. If you have a question about an item’s specific use, or if you are trying to use this item in a way other than that intended by the manufacturer, please contact the manufacturer directly, as they are better able to answer those questions.

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