Frequently Asked Questions



Why does my order show still processing?

Your order is currently being processed in our system and may not yet be filled at our distribution center. Once it is packed and shipped, we will have tracking and delivery information available.


How do I track an order?

To track your order, use the order number assigned during the checkout and purchase process. Please allow at least 24 hours for tracking information to be available. Click here to track an order. Customers who have created an account at OfficeSupply.com can "Sign In" for order history, tracking numbers and order status. To see detailed information about a particular order, click on the order number.


When will I get my order?

We ship many orders within 1-3 business days. Please note estimated delivery times do not include weekends and deliveries only occur on business days. Order delays can occur for a variety of reasons. In the event your order has not shipped promptly, please understand we are doing our best to adjust our estimated delivery for popular items. We deliver via UPS, FedEx, DHL and common carriers for freight deliveries. We do not do overnight or expedited shipping. Click here to learn more about shipping & delivery.


When will I be charged?

Payments made with credit card, debit card or check card are processed when the order is placed. Many financial institutions place temporary authorization holds on accounts to make sure funds are available for a purchase. These appear as pending charges that temporarily lower your available balance. A copy of the invoice is sent to your order email address. A tracking number will be sent via email when your order has shipped.


How do I pay for my order?

Payments are processed when the order is placed. We accept Visa, MasterCard, Discover, American Express, Visa Checkout, Amazon Pay and Paypal. We accept money orders, cashiers checks, and business checks. Please note that payment via check will delay the processing of your order. We do not accept personal checks. Click here to log into your account.


Do you have a coupon for my order?

Our coupons change weekly so be sure to check back often for new offers and promotions. Click here for our coupons.
Coupons may not be combined with any other offer or previous purchases. Coupons cannot be applied to sale items, hot buys, items with custom/quoted pricing, bulk-priced items, purchase orders, paper, ink, toner, technology items, Keurig or K-Cup products unless specified.


My order is over $45. Why am I being charged for shipping?

The minimum purchase amount for Free Shipping is based on the Sub-Total in your cart and does NOT include tax or any coupons applied. Any order below $45 is charged a flat rate of $8.99. Free shipping does not apply to orders or oversized items that require freight shipping.


Why did you leave me a message about my order?

We have some questions in regards to your order, they could include delivery instructions, address verification, or stock issues. If you received one of these calls please call us back at 1-866-302-5397 at your earliest convenience.


Can I use a Purchase Order?

We accept pre-approved purchase order requests, for schools and government agencies only, on purchases of $75.00 or more. Purchase orders must be faxed or emailed on agency letterhead to PO@OfficeSupply.com or 920-623-9169. Please be sure to include an email address so we may notify you of your order status. Purchase order payments are due within 30 days of the invoice date. Click here for more information about purchase orders.


Can I use my Tax Exempt status?

If you are tax-exempt, please email or fax your tax-exempt certificate to help@officesupply.com or fax 920-623-9169. Your exemption status will be applied to your account for future orders and the tax on your current order will be refunded if it has already been placed. Please be sure to include your order number on the tax-exempt certificate. OfficeSupply.com files sales tax on a monthly basis, therefore sales tax will only be refunded to orders placed within the current month. We cannot issue refunds for months prior. For most states refunds can be requested on your tax return. Please contact your State for assistance.


How do I Cancel, Modify or Add to my order?

Orders cannot be canceled, modified or changed once they are submitted. If you are no longer in need of the item(s) and would like to start a return, please visit our Returns page to learn more.


Why was my order Canceled?

Canceling an order is one of the last things we want to do, but some situations are unavoidable. The item(s) may be limited quantities, out of stock or unavailable to ship at this time. Click here to log into your account to verify your order.


How do I find my Invoice / Order Confirmation?

You will receive an email confirmation of your order which will include a link to print a copy of your invoice. Be sure to check your spam or junk folder if you don't see it. You can also log into your account and view your order history to print a copy of your invoice. Click here to log into your account.


How do I make a Return?

If you were sent the wrong item, or it arrived damaged or defective, please visit our Returns page to learn more.


How do I make an Exchange?

Please visit our Returns page to learn how to return the first item. Then place a new order for the item you wish to buy.


Why wasn’t I refunded my full amount?

Please be aware that when returning a product shipped free, your refund may be subject to the actual outbound shipping and return shipping of the order. Refunds will be processed back to the original method of payment within one to two weeks.


How do I change my address, password, credit card info or view previous orders?

Edits to your personal information can be done within your account settings. Click here to log into your account.


How do I reset my password or find my password?

You can select the “forgot password” as you attempt to log in. Click here to log into your account.
You can request a new password by clicking here.


How do I know if the product comes assembled?

Under each product page details there is a “Guides & Information” area. If the manufacturer provides this information it is in downloadable form. Most furniture and large freight items require assembly. Most products are delivered with assembly instructions in the packaging/box.


Why was I charged Sales Tax?

In accordance with current state laws, we are required to collect sales tax on all orders at the prevailing rate of sales tax in each order location.

Alabama Tax

Seller has collected the simplified sellers use tax on transactions delivered into Alabama and the tax will be remitted on the customer’s behalf to the Alabama Department of Revenue. Seller’s program account number is SSU-R010193768.


What is a Material Safety Data Sheet (MSDS)?

A Material Safety Data Sheet is a standardized document prepared by the manufacturer that lists product hazards and contains emergency and first aid information. MSDS sheets are not created for all products, just those that are chemical in nature like cleaning supplies and adhesives. Many companies require these on hand to comply with local and federal laws.

How do I obtain a Material Safety Data Sheet (MSDS)?

On any product page you need a MSDS sheet, simply cursor your mouse over the product name. You will see a box popup on your screen and it will state if a MSDS sheet is available for the product. If it is, click on the MSDS link to be taken to a page where it can be printed for your files.




Have more questions? Contact Us