F.A.Q. (Frequently Asked Questions)

ORDERS

What are my payment choices?

When will my order ship?

How do I track my order?

How do I return my product?

Do I have to pay sales tax?

My order never arrived.

An item is missing from my shipment.

My order is missing parts.

I received the wrong product.

When will my backorder arrive?

When will my credit card be charged?

I need a copy of my receipt/invoice.



MY ACCOUNT

How do I create an account?

How do I edit my account information?

I forgot my password.



SHIPPING

Do you offer free shipping?

Do you offer international shipping?



LOW PRICE GUARANTEE

What is your Low Price Guarantee?




ORDERS



• What are my payment choices? 

We accept Visa, Mastercard, Discover, American Express, PayPal, and Purchase Orders. If you are a business and are interested setting up an open account, please email us a support@sustainablesupply.com



• When will my order ship?

Click the "Order Status/Tracking" link at the top right hand side of our site to check your order status. You'll then be prompted to enter the login information you created at checkout.



When viewing your order you'll be able to see the scheduled ship date for each product in your order. If your order has shipped already, the tracking # and carrier information will be provided. 



If you did not create an account at checkout, order status requests can be sent to support@sustainablesupply.com.



• How do I track my order?

Click the "Order Status/Tracking" link at the top right hand side of our site to check your order status. You'll then be prompted to enter the login information you created at checkout. 



When viewing your order you'll be able to see the scheduled ship date for each product in your order. If your order has shipped already, the tracking # and carrier information will be provided. 



If you did not create an account at checkout, order status requests can be sent to support@sustainablesupply.com



• How do I return my product? 

Please click here for more information on returning an item. 



• Do I have to pay sales tax? 

We only collect sales taxes in the states of Colorado and Wisconsin. 



• My order never arrived.

Click the "Order Status/ Tracking" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped because sometimes orders can be sent in multiple shipments. If your order displays your tracking #'s check with the shipper to confirm that your packages were delivered. If the shipper confirms that your package(s) were delivered and you cannot locate them, please open a Case in the My Account section of our website. 



• An item is missing from my shipment.

Click the "Order Status/ Tracking" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If the order displays your Package Tracking #'s, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "shipped" and you are unable to locate them, please open a Case in the My Account section of our website. 



• My order is missing parts.

Click the "Login/My Account" link at the top right hand side of our site to view your order. Be sure that all of the items in your order have shipped already. If your packages each show a status of "shipped" and you are unable to locate them, please open a Case in the My Account section of our website. 



• I received the wrong product. 

If you feel that you have received the wrong product, please contact customer service within 72 hours of receiving the product. Click the "Login/My Account" link at the top right hand side of our site to view your order. Please open a Case in the My Account section of our website. 



• When will my backorder arrive?

Click the "Order Status/ Tracking" link at the top right hand side of our site to track your order status and scheduled ship date. Backordered items are those which our suppliers are sometimes unable to predict when they will have more in stock. We will update your order status with the scheduled ship date as soon as it's provided to us. 



• When will my credit card be charged? 

Your credit card will be charged within 48 hours after your order is received.



• I have a question on my charges. 

Click the "Login/My Account" link at the top right hand side of our site to review your orders. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please open a Case in the My Account section of our website. 



• I need a copy of my receipt/invoice. 

Click the "Login/My Account" link at the top right hand side of our site to view and print copies of all your sales orders. 




MY ACCOUNT



• How do I create an account?

1) Click the "Login / Register" link at the top right side of our site.

2) Complete the New customer form and create a password.

3) Success!



Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.



• How do I edit my account information?

Click the "Login/My Account" link at the top right hand side of our site to edit your account information.



• I forgot my password. 

Click the "Login/My Account" link at the top right hand side of our site. Under the login box you'll see a link that says "Forgot password?" Click the link and follow the prompts to reset your password. 






SHIPPING



• Do you offer free shipping?

We offer FREE SHIPPING on over 1,000,000 products on orders over $75. Simply look for the Free Shipping logo to see if the products you want qualify for Free Shipping. 

Free standard ground shipping is available for online orders on qualifying products that total at least $75 and are shipped to a single non-residential U.S. address. We only ship to the lower 48 U.S. contiguous states. Special deliveries, air freight, lift-gate trucks, or any other incremental service beyond standard ground shipping does not qualify for free shipping. Special orders do not qualify for free shipping.



More information about our Shipping policies can be found here.

Do you offer international shipping? 

At this time we only ship to the lower 48 U.S. contiguous states.




LOW PRICE GUARANTEE

What is your Low Price Guarantee?

We offer great pricing on over 1,000,000 products on SustainableSupply.com. Some of that pricing is so great that we offer a Low Price Guarantee that you won't find a lower price anywhere else. To see if a product qualifies for the Low Price Guarantee, simply look for the Low Price Guarantee logo on the product page. 

In the event that you have found a lower price online for an eligible product, please email us the link to the website and we'll verify the information. Please note that shipping charges, taxes, and handling fees from competitors' websites will be factored into the total product price. 

  • The product must be an identical brand and model #
  • Must be in stock and ready for shipment
  • New condition in box
  • Product is available for purchase on commercial website or brick and motar store. Auction, closeout, liquidator, and scratch and dent website listings do not qualify for this program.