Order Support

Order Support

Commonly Asked Questions

I recently submitted an order. How can I check its status?

For the fastest response, please use our automated Order Status Checker. If your order is showing as not processed, it is still awaiting entry. Due to high volume, current processing time can be up to two weeks.

I'm not receiving your emails. What can I do?

Please work with your organization's IT department to whitelist our domain.

How long is it going to take to receive my materials?

Most orders are delivered 10 to 15 business days after we have processed your order, depending on your chosen shipping speed. Some print-on-demand orders may take 6 to 8 weeks to arrive.

Where can I get a copy of your W-9?

Our current W-9 is available here.

How can I get a copy of my invoice?

You may request a copy of your invoice using the Chat option on our site. Make sure to provide your sales order number (SO######) with your request.

I want to pay my invoice with credit card, but the hold time for phone is too long. Are there other options for payment?

Yes! You can use the Stripe payment link on your invoice to quickly complete your payment.
You can also use the Chat feature on our site to request a payment link – just make sure to provide your order number (SO######).

I did not receive an item on my order. What happened?

Your item is likely backordered. Check your packing list – if you see the item listed with a quantity of “0” shipped, then it is on backorder.

Why were backordered item(s) removed from my invoice?

You will be invoiced separately for any backordered items. All shipping charges are reflected on the original/first invoice. Once the backordered item(s) ships, an invoice will be generated for those item(s) without shipping charged.

Can you provide me with a sole source letter?

Our latest sole source letter is available here.

How can I view my order history?

For eCommerce orders, log in and select your profile to view your order history. Order history is not currently available for orders placed via other methods.

I ordered with a Purchase Order in eCommerce. Why doesn't the shipping address in my confirmation email match what's on my PO?

Please ensure that you select the correct shipping address during checkout when paying with Purchase Order. Otherwise, you will experience a delay in receiving your items as they will have to be re-routed to the correct address.

I made a mistake with my order (wrong product, wrong quantity, etc.). What do I do?

You may request a return material authorization (RMA) for unopened materials using the Chat option on our site within 60 days of invoice.

Please make sure to include:

  • Your order number
  • The incorrect item number(s)
  • The correct items needed

Please Note: You will be responsible for return shipping costs when items are ordered in error.

One of my products arrived damaged, and I’d like a replacement.
Can you send me one?

You may request a replacement for damaged materials using the Chat option on our site.
Please do so as soon as possible after receipt of your items, and make sure to include your original order number (SO######) along with a list of the damaged item(s).