Select Page

Find Answers to Most Common E Merchant Supplies Service-Related and Shipping Questions

How and when can I expect my order to be shipped?

We ship orders via UPS and FedEx. We ship orders Monday thru Friday (excluding holidays). Most stock orders received before 6PM EST will ship the same day, however, our commitment is to have all orders shipped within 24—48 business hours of receipt of order. If we can’t ship your order within that time frame we will contact you to notify you of the expected ship date. Orders will be shipped UPS Ground unless otherwise indicated. Allow 3 to 5 business days for your order to arrive. For faster service, you can request Expedited Service or 2 Day Service when you place your order.

What is the shipping cost?

Dont worry about it. Standard shipping is FREE…

What if my product is not listed?

If you have used our website search and/or our Search Option, and are not finding exactly what you need, please call us toll free at 1-800-852-0759 – we are MORE THAN HAPPY to assist you! Typically we will ask for the Make and Model Number (ie. Star TSP143-LAN) of the machine/printer you are using, or a description of the product needed. Our knowledgeable service team will provide you with information about the Thermal or Non Thermal Paper Rolls that match accordingly. At this point, you can either complete your transaction online or have one of our friendly team members complete the order for you!

 

What are the accepted forms of payment?

Payment is fast, simple and hassle-free. Choose from these convenient options:

  • Available For All: Charge to your PayPal®, MasterCard®, Visa®, Discover® or American Express® card.

How do I place an order?

With a variety of ordering methods to choose from, it’s easy to order your way.

  • Phone: Call Toll Free 1-800-852-0759 to speak to a Customer Service Representative, Monday thru Friday from 10 AM to 7 PM EST. You may leave your order on the customer service voicemail at anytime – we pick up all messages in a timely manner, and will confirm all orders within the business day.
  • E-mail: [email protected] 
  • Internet: You are here… Why not place your order now at EMerchantSupplies.com – registered users can Order by Previously Ordered ItemsQuick Re-Order of prior orders and lots of other easy to use functions.
Is there a minimum order?

One box of any product is our minimum, unless otherwise specified. Our item detail pages tell how each product is boxed. Products must be ordered in full box quantities.

What is your return policy?

Please read the policy below before requesting a Return Authorization.

  • No returns will be authorized or accepted unless prior approval has been granted by E Merchant Supplies.
  • All returns must be assigned a Return Authorization (RA) number.
  • A Return Authorization must be requested within 14 days of the original invoice date.
  • Once an RA has been issued, items must be received by POS Supply within 14 days, or the RA will be invalid.
  • Only full cartons will be accepted for return.
  • Returned products must be in their original packaging and in resellable condition.
  • No obsolete goods may be returned.
  • No special items may be returned unless defective in workmanship and/or material.
  • Requests for return of items ordered in error will be subject to a 20% restocking fee (plus the cost of shipping out if such shipping cost has been paid by E Merchant Supplies).  You, the customer will be responsible for arranging and paying for return freight. We recommend insuring your return shipment as we are not responsible for items lost or damaged in the return shipment.
  • If you refuse a shipment you will be responsible for the all the shipping costs (including outbound and return shipping) and a 20% restocking fee.

E Merchant Supplies shipping error – you will be provided with a pre-paid return label to send back the item(s) and you will be issued a replacement.

If your situation is not listed in this policy or you feel you have unique circumstances; please call Customer Support at 1-800-852-0759 to discuss your situation. For products that are damaged in transit please notify the carrier immediately. If you see outward appearances of damage while receiving the goods, you may also choose to refuse delivery and notify E Merchant Supplies by email ([email protected]) or by phone at 1-800-852-0759.

What is your Product Guarantee?

E Merchant Supplies guarantees its products to be free from defects in workmanship or materials. Our sole obligation will be to replace any product within 30 days of invoice date. Defective product returns that prove through testing not to be defective are subject to a minimum 20% processing fee.  See More Info on our Returns Information Page

Do you have an Auto Re-order Program?

We do have an Auto Re-order Program. Please contact us at 1-800-852-0759 for more details.

 

Can you email or fax my invoices to me?

Of course. E Merchant Supplies is always striving for new ways to minimize our environmental impact while maintaining superior customer service. One initiative we have taken is to encourage our customers to sign up for our E-billing option. Please contact us for more details.

 

How do I track my order?

You have two options for tracking your order:

  1. Log into “My Account” on our site – Here you have powerful tools to manage account info, orders and tracking.
  2. Go to the UPS website. Type in the tracking number from your invoice and track your order.

 

Customer Service Information

E merchant Supplies strives every day to Deliver Positively Outstanding Service.
 
Here are a few links that will help give you basic information about returnsshipping and many of our most frequently asked questions. In case you didn’t know…we offer an industry exclusive 14-day no-hassle return policy, fast and free shipping on all orders – all on a site that offers a Safe Shopping Guarantee!

Returns

Simple, Straight-Forward Information about Returns Process & Policies

Shipping

Count on E Merchant Supplies for Fast, Reliable and FREE Shipping!

FAQ's

Find Answers to common E Merchant Supplies Service-Related Questions

Guarantee

E Merchant Supplies only buys from reputable suppliers only.

As always – we are here to help if you have questions!
Call Us Toll Free at 1-800-852-0759 (M-F 10am-7pm ET).