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Hotel Supplies Online |
Your Guest Supply Answer Resource From Order to Delivery
| Quick Facts | Acknowledgement and Tracking | Samples | Return Policy | Shipping Policies | Declined Sales |
| At Hotel Supplies-Online our ordering system is right online at the site as well as all product information, pictures and pricing. |
| Ordering is open 24 hours a day, 7 days a week. Anyone can order right online with any major credit card. |
| If you are interested in ordering via pre-paid check, please email us with what you wish to order and your shipping address and we will respond with an order summary that you can submit with a check. Or, you can fill out our convenient fax order form and indicate in the payment section that you would like to use a check. |
| Remember you do NOT have to be a hotel to order. |
We do not have a print catalog as our easy to use, informative, shopper friendly website is our catalog. We update frequently, making print catalogs obsolete quickly. We would rather save the cost and pass it on to you in lower prices on our hotel, guest supply and motel supply products! |
If you have a question or a problem, please email, fax or call us and we will be happy to help. sales@hotelsupplies-online.com |
| Our Eco-conscious Office Phone Hours are: |
Monday - Thursday 9AM-5PM EST |
Our mailing address is PO Box 37287 Philadelphia, PA 19148 |
| How do I order Samples? |
We try and acomodate sample requests as much as possible. Item such as soap, pillowcases, washcloths and other small items are mailed to you for no charge. Item such as pillows, mattress pads, etc must be ordered as samples and you will be charged the cost of the item plus freight. To request samples, email us what product number you are interested in and we will get back to you to let you know if it is available as a sample and when it will go out to you. Samples are mailed twice a week. You can also use the fax order form to request samples. See more explanation here. |
| For other topics, please see below. |
How is my order acknowleged? What about tracking?
| Immediately after ordering, an email is sent to you as a receipt of sale. Be sure you enter your email address correctly, or the receipt will not get through. |
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If you would like the tracking for your order, please wait at least 2 business days and then fill out the convenient tracking form. A link is also located on our home page. |
Hotel
Supplies-Online Product Return Policy
If you are not satisfied with merchandise purchased through us, you may return it within 30 days. The following apply: |
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| Customer Error | |||
| Sometimes customers realize after the items arrive that they chose the wrong thing, over ordered or just do not need the item. In the wholesale industry, returns are not as simple as in a retail store. Since wholesalers deal in bulk and keep the prices low, returns are costly and time consuming. Our return policy is standard in the industry: | |||
1. Orders returned because of customer error will be charged an Industry standard restocking fee of 30 percent. Restocking fees are percentage charged for returning an item that is not defective or received in error. 2. Merchandise must be unused and in the original carton with no items missing. 3. Freight back to us is the customer's responsibility. Only UPS or Fed Ex returns will be accepted. If you wish us to arrange a call tag to pick up the return, this cost will be deducted from your refund. 4. Special Order and non-stock items are not returnable as they have been ordered and received specifically for you. Vacuum cleaners are a non-stock item and not returnable for any reason other than UPS damage. |
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| What to do: | |||
1. Please do not return anything to us without first contacting our customer service department at 215-469-2636, or via fax at 775-855-9533, and email at sales@hotelsupplies-online.com for return instructions. 2. Tape up the carton but do not mark on it or it will not be accepted. When you are given a RA number, please place it on the return label. Return via UPS or Fed Ex or wait for the call tags as arranged with us. As soon as the item returned reaches us we will credit your account or re-ship any replacement items. |
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*Items defaced or physically damaged by end-users, can not be returned unless it was our error in following your order instructions. |
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| To Avoid Returns: | |||
1. Check the screen and receipts at time of order to avoid having an order shipped that you ordered in error. 2. Please Remember to inspect all packages when they arrive. Notify us immediately if you realize you need to make a return or exchange. |
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Hospitality Catalog Shipping Policies
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Most items ship UPS ground except large items like lodging furniture. Items not shipping UPS will be noted on the site. |
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Hotel Supplies-Online does not ship hospitality products overseas, but we do ship to freight forwarders here in the US. You would be resposible for contracting with your own freight forwarder. |
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We request customers in Hawaii and Alaska use fax orders. We will advise you of freight charges before placing the order. |
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UPS shipping calculator for ground service is integrated into "buy me" buttons. |
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Delivery time differs according to products. Most items ship within 48 hours. Finish to order Hospitality Linens such as spreads, some pillows and mattress pads take longer as do large items like Bellman's Carts. This is noted at the site where you order. Most other Guest Supply items have the ship time noted near the item. If a ship time is not noted and this is a time sensitive order, please email us before ordering. A good general rule is to allow 7-10 business days for delivery. |
