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Frequently Asked Questions


General Questions


  • Logging In and Signing Out
  • Using My Account
  • User Names and Passwords
  • What if I have trouble logging in?
  • Forgot Your Password?
  • What happens when I sign out?
  • Review and Submit Your Order
  • Check Your Order Status
  • Where is My Order?
  • How will I know if Wasserstrom.com has received my order?
  • How long does Wasserstrom.com keep my order status history?
  • What if I forget my Order Number or Confirmation Number?
  • What does it mean when my order says Processing, Shipped or Cancelled?
  • When I place my order with Wasserstrom.com, how will I know if an item is in stock?
  • Can I add or delete items from my order if I change my mind?
  • What do I do if I want to cancel my order?
  • Can I send an order to someone as a gift and make sure that the price doesn't show up on the packing slip?
  • How do I get in touch with Wasserstrom if I have a problem with my order?
  • Payment

  • What methods of payment does Wasserstrom.com accept?
  • Why is sales tax added to my order?
  • How do I use my purchase orders for ordering?
  • How will I know whether or not my order has been approved for shipping?
  • Can I just pay the driver for my order?
  • I cancelled my order but my credit card company says you are holding the total dollar amount as a pending purchase.
  • Why is the order history on my website account different than my credit card statement?
  • Why do I see multiple charges for different amounts, when I only placed one order?
  • Shipping

  • How much does shipping cost?
  • What if I want to get my order faster?
  • If I request One-Day Shipping, will I get my order the next day?
  • Delivery

  • What is your delivery policy?
  • Why do I need a customer number?
  • How can I check the delivery status on my order?
  • What time can I expect my order to be delivered?
  • Do I have to wait at my home or office all day for my delivery?
  • What happens if I need to specify a delivery time for my order?
  • What if the estimated delivery date has passed and I still don't have my order?
  • Returns

  • How do I return something I've ordered on Wasserstrom.com?
  • When will my return be picked up?
  • When the drivers comes with my order can I give them items I want to return?
  • Website Issues

  • Who do I contact if I am having problems with your website?
  • If the website crashes, what happens to my order?
  • Wasserstrom.com and "Cookies"
  • Other Questions

  • How can I have my name and email address removed from marketing emails?
  • How can I obtain manufacturer's product warranty information?
  • General Questions

    Logging In and Signing Out

    The Login button can be accessed at the top of most pages on Wasserstrom.com. Clicking on it will take you to the login page where you can key your User Name and Password. Once you've logged in, you will see your name next to the "welcome" box at the top left hand portion of the page and the Login button will change to Log Out.

    Using My Account


    The “My Account” section of Wasserstrom.com is divided into five tabs.

    Overview: You can verify your name, address, phone number and email address associate with you account. You can also view a shorten list of your most current orders and invoices. Item History; you can see a list of the most recent items you have purchased, ranging from the past thirty days to all the items you have purchased for the past two years.

    Quick Order Entry: This can be used as a way to enter and order quickly by keying the Wasserstrom item number and quantity.

    Order History: You can view a list of your orders placed on Wasserstrom.com and a quick summary of your average order size and what your average spend is for the month and your total spend for the year.

    Profile: This is where your personal information for the account is stored. If you want to change your Password or email address you can do it in this section. You can also update and change your credit card information. You'll need to log in with your current user name and password to access these settings. If you change your email address, all subscriptions and communications preferences will automatically be associated with your new email address.

    User Names and Passwords

    Create a User Name and Password for your account so that when you come back to Wasserstrom.com in the future, you can use the same shipping address and method of payment you provided during your first order. Make sure to choose something you will remember the next time you want to place an order.

    When you are creating a Password, you must follow these guidelines
    • The User Name and Password cannot match
    • User Names are case sensitive
    • The minimum length of a Password is 6 characters
    • The maximum instance of any character is 3
    • The minimum number of alphabetic characters is 1
    • The minimum number of numeric characters is 1
    • The Password cannot be reused
    • Passwords are case sensitive

    What if I have trouble logging in?

    You are automatically asked to log into your Wasserstrom.com account any time you need to access account, order information and to checkout. You do not have to log in if you would just like to place an order as a guest.

    If you have trouble logging in, here are some things to check:

    Incorrect User Name: If you have more than one User Name, be sure that you're using the correct name and password combination for the account you are trying to access.

    Incorrect Password: If you're sure you're using the correct User Name, try to reset your password. See the section below for instructions.

    Forgot Your Password?

    When you initially set up your password, you will be given the option of providing the answer to a personalized question. If you forget your password and need to reset it to access your account, click on the "Forgot your Password" link on the login page and provide your email address and the correct answer to your personalized question. A new password will then be emailed to you. With this new password you can login into your account. You will be asked to change your password to whatever you prefer staying is the guidelines listed above. If you have trouble accessing this option, please contact Customer Service at (866) 634-8927

    When should I sign out?


    If you are using a public terminal, you will want to log off, or sign out, before you leave the computer. If you don’t, others could have access to you account and account information.

    If you are signed into Wasserstrom.com, your name will be next to the welcome box and the Login button will change to Log Out. You can click the Log Out button at any time to exit your Wasserstrom.com account.

    What happens when I sign out?

    After you sign out, your name will be removed from the Welcome box, and My Account catalog settings will be inaccessible to anyone using the same computer after you.
    To regain access to the items saved in your Shopping Cart, to place orders, or to view your recommendations, you'll need to sign in again.

    Review and Submit Your Order

    Check the accuracy all of the information you provided and make any necessary adjustments. If you are satisfied with the information, click the "Place Order" button to submit your order. Once you place your order, we will send you a confirmation email. We will send you another email at the time of shipment.

    Check Your Order Status

    Where is my order?

    You can check the status of your order by clicking on the "Where’s my stuff" link at the top of most pages. You will need to provide the order number an zip code of the shipping destination. If you need help or you are not getting any information you can contact Customer Service at (866) 634-8927.

    The most current summary for all your orders is always available in My Account. For assistance with late orders, click on the tracking information for the order you need.

    How will I know if Wasserstrom.com has received my order?

    You will receive a confirmation number when you complete your order. You will then receive an email confirmation of your order within 30 minutes of when it was placed. The confirmation will contain the items and quantities you ordered. If an item is out of stock, there will be an estimated shipping date listed under those items.

    You can also check the most current status of your order at any time. Just click here and type in your Order Number and ZIP code. You may also log into your account and click on the "Order History" tab and select the order for tracking information. You can also contact Customer Service at (866) 634-8927

    How long does Wasserstrom.com keep my Order Status history?

    The orders you have placed with Wasserstrom can be found under the "Order History" tab of your account. Order history will go back 2 years and will reflect all your orders that were placed during that time.

    What if I forget my Order Number or Confirmation Number?

    Your order number is included in the order confirmation for orders placed online or through our customer service department. When you order by phone, a customer service person will give you your order number but it will also be included in the order confirmation. It is a good idea to save your order confirmation email or write down the number for future reference.

    If you forget or misplace your order number, go to the "Order History" tab of your account. You can view each order you have placed along with the items for each order. You can also contact Customer Service at (866) 634-8927.

    What does it mean when my order says: Processing, Shipped or Cancelled?

    Processing means we have received your order and are in the process of filling it.
    Shipped means we have filled your order. It is on the delivery truck and will be delivered soon.
    Cancelled means the order was cancelled.
    A customer service representative from Wasserstrom will be contacting you if the order was canceled by Wasserstrom.

    When I place my order with Wasserstrom.com, how will I know if an item is in stock?

    Wasserstrom.com will automatically let you know when an item is out of stock when you attempt to add it to your cart. In case of an out of stock situation, our customer service associates are also always ready to assist you with selecting an acceptable substitute.

    Can I add or delete items from my order if I change my mind?

    If you want to change your order, please contact Customer Service at (866) 634-8927. We will check the status of your order and attempt to make the necessary changes. If your order has already been transmitted to our warehouse for shipping, we will not be able to make changes to the order and it will ship as is. If your order has already shipped and you would like to place an additional order, Customer Service can place a new order for you or you can place a new order on Wasserstrom.com.

    What do I do if I want to cancel my order?

    Please contact Customer Service at (866) 634-8927 as soon as possible to cancel your order. We will let you know the status of your order and attempt to cancel it from shipping.

    If your order has already been transmitted to our warehouse for shipping, we will not be able to cancel it.

    If you would like to return your order, please refer to our Return Policy for more information.

    Can I send an order to someone as a gift and make sure that the price doesn't show up on the packing slip?

    Yes. Our pack slips are not priced. Please make sure you use only your email address so the order acknowledgement is not sent to the person receiving the gift.

    How do I get in touch with Wasserstrom if I have a problem with my order?

    Please contact Customer Service at (866) 634-8927 or Contact Us if you need assistance with your order.


    Payment


    What methods of payment does Wasserstrom.com accept?

    We currently accept Visa, MasterCard, American Express and Open Accounts for Contract Customers.

    Why is sales tax added to my order?

    In accordance with applicable law, Wasserstrom is registered to collects tax in all states with the exception of Vermont and North Dakota.

    The Wasserstrom Company is required by law to charge tax for the states we are registered with Nexus.
    Here some cases in which a business might have a sales tax Nexus in a state:

    • If the business has a physical location in the state
    • If there are resident employees working in the state
    • If the business has property (including intangible property) in the state
    • If there are employees who regularly solicit business in the state.

    Sales tax is applied to the total amount of the order and is based on the shipment's destination state and local sales tax rates.

    States that impose sales tax collection on Shipping & Handling expenses require that sales tax be applied to Shipping & Handling when the item that is being shipped is subject to sales tax.

    Wasserstrom is able to process orders as tax exempt for qualifying entities. We currently don’t have an option to submit you order online with your tax exemption form. You must contact Customer Service at (866) 634-8927 and submit you tax exemption form. The following states have no sales tax: Alaska, Delaware, Montana, New Hampshire, Oregon. Tax exempt entities do not have to provide any documentation for orders shipping to states that have no sales tax.

    How do I use my Purchase Orders for ordering?

    If you normally use Purchase Orders to pay for your supplies, you must set up a business account with Wasserstrom and a line of credit will be established. Click here to fill out a Credit Application You may also use a major credit card - Visa, MasterCard, or American Express - to pay for your order. Purchase Order numbers can be entered at the payment information screen when you place your order. Please note that Purchase Order numbers are for your records only. It will be referenced on your packing slip and invoice.

    How will I know whether or not my order has been approved for shipping?

    When you place your order on Wasserstrom.com, your credit card is not "billed" until your order is actually shipped from our warehouse. You will be notified immediately if your credit card is disapproved. If your card has been disapproved, make sure the card number or three-digit security code has been keyed correctly. If your card is approved, your order will be placed and you will be given a confirmation number.

    Once your order has been submitted, your credit card account will show the amount of your order which is held as an authorization for 7-14 days depending on your bank. Once the order is shipped and invoice the authorization will go away and the actual charge will appear on your account.

    Can I just pay the driver for my order?

    We do not accept C.O.D. orders.

    I canceled my order, but my credit card company says you are holding the total dollar amount as a pending purchase.

    Credit authorizations are held with your credit card company for 7-14 days, even if the order is canceled. The pending amount will drop from your account after the 14 days and your account will not be charged.

    Why is the order history on my website account different than my credit card statement?

    When you place an order with Wasserstrom.com, items can ship to you at different times based on whether we have it in stock and which distribution center has the inventory. For example, an item that you ordered may be temporarily out of stock, so the rest of the order would shipped without it. The packing slip that is sent with your order is an accurate record of what was shipped and the invoice is an accurate record of what was billed.

    If you need additional information, go to the Contact Us section and send us an email or call Customer Service at (866) 634-8927. Please provide them with the order or invoice number. We can send you information via email, confirm information over the phone, and/or send you replacement packing slips via fax or email for any delivery or order that is placed with Wasserstrom.

    Why do I see multiple charges for different amounts, when I only placed one order?

    Even though you placed a single order on the Wasserstrom website, your purchase may be split into multiple shipments or even multiple orders.

    Because we charge for items when they are shipped, your credit card will be charged for the amount of the product on each shipment. The total charges will add up to the amount displayed when you originally placed your order including freight.


    Shipping

    How much does shipping cost?

    Visit our Shipping Policy for more information.

    What if I want to get my order faster?

    You can select a different shipping method by clicking the button next to that option on the "Shipping Method" page. If you want to change the method of shipping after placing the order you must contact Customer Service at (866) 634-8927 to see if the order can be changed. If your order has already been transmitted to our warehouse for shipping, we will not be able to change it.

    If I request One-Day Shipping, will I get my order the next day?

    Not all of the items listed on our site are available immediately, so selecting Next Day Air or Second Day Air Shipping does not necessarily mean all of the items on your order will arrive in one or two days. If the item is In Stock, your order is placed before 1:00 P.M. EST and you place your order Monday through Friday you can expect the item to ship and deliver on time.

    Delivery

    What is your delivery policy?

    Orders placed for In Stock items will ship within 48 hours. Delivery dates and times vary based on the carrier’s delivery schedule, the delivery location and the items you order. Orders must also have credit approval before they can ship. Products that are Out of Stock will ship once they have arrived at our distribution center from the manufacturer. The estimated time is noted on the product detail page. Factory Ship products will ship directly to you from the manufacturer and the delivery time is based on whether they have the product in stock or not.

    If you choose to ship your order through and expedited method such as next day or second day air, you must place it by 1:00 PM EST, have credit approval and the product must be in stock. Next day and second day air orders are only shipped on our normal business days. Business days are Monday through Friday with the exception of holidays.

    Why do I need a Customer Number?

    If you are contacting customer service, your customer number is a valuable piece of information for you as a customer! It makes it easier for you to place orders with Wasserstrom by allowing the Customer Service person to access your account quickly.

    How can I check the delivery status on my order?

    Login to your account and go to the Order History tab under the "My Account" section. If you know the order number you can click on it and see how the order was shipped and if it was delivered under the "Shipping Summary" section at the bottom of the page.

    What time can I expect my order to be delivered?

    FedEx is our primary carrier and they deliver between the hours of 9:00 AM - 5:00 PM, M-F (excluding holidays), and to residential addresses until 7:00 PM. We cannot determine exact delivery times, but we can tell you if an order has been shipped, and whether or not it is out for delivery. If you're not sure whether your order has been shipped yet, check the status of your recent orders in My Account.

    Do I have to wait at my home or office all day for my delivery?

    It is best to have someone available to sign for your order between the hours of 9:00 AM - 5:00 PM, M-F, excluding holidays but it is not required. The carrier will leave the package at the delivery address if you are not home. If the delivery cannot be made, your order will be returned to the local delivery center and another attempt will be made at a later time. After 3 attempts the package will be returned to Wasserstrom.

    What happens if I need to specify a delivery time for my order?

    We are unable to specify a particular time for your order to be delivered.

    What if the estimated delivery date has passed and I still don't have my order?

    Contact Customer Service with your order information if you did not receive your order by 5 PM on the estimated delivery date. You'll find a link in the order summary of the Order History tab in the "My Account" section. Remember that the carrier may deliver to residential addresses up to 7:00 PM.


    Returns

    How do I return something I've ordered on Wasserstrom.com?

    Please refer to our Return Policy.

    When will my return be picked up?

    We will arrange for a pickup between the hours of 9:00 AM - 5:00 PM, M-F, excluding holidays for returns where Wasserstrom has made an error. Returns are generally picked up in three to five business days. Exact pickup times may vary based on courier and location of product.If the return is due to a mistake made by the customer, they will be asked to send it back referencing the return authorization number and pay for the shipping.

    If the return is a factory return, we will issue a return shipping label. The label must be applied to the package and taken to a FedEx location for shipment. The customer will be responsible for all shipping charges.

    When the driver comes with my new order, can I give them items I want to return?

    Drivers cannot accept items for pickup unless you have already called or requested a return on Wasserstrom.com. When you call or request a return, we generate paperwork that the driver will bring for you to sign. This ensures that you receive credit for the items you return.


    Website Issues

    Who do I contact if I am having problems with your website?

    Please let us know what kinds of problems you are having by email. We will attempt to answer your questions and send a response as soon as we can.

    If the website crashes, what happens to my order?

    If the website crashes while you are still placing items in your basket, those items should still be in your basket when you return to the site if you are a registered user or your browser accepts cookies.

    If the website crashes while you are authorizing an order, you should return to the site and submit it again.

    Wasserstrom.com and "Cookies"

    A cookie is a small data file that is stored by your Web browser on your computer. Cookies enable you to place an order on our Web site. They also allow us to enhance and personalize your online shopping experience, so that the information you receive is more relevant to you.


    For example, we use cookies to:
    • Remember what items are in your Shopping Bag
    • Recognize you when you return to our Web site
    • Study how our customers navigate through our Web site and which products they request in site searches

    If you set your browser to refuse cookies, please call customer service at (866) 634-8927 to place your order.

    We also use pixel tags - tiny graphic images - to tell us what parts of our Web site you have visited or to measure the effectiveness of any searches you may do on our site. Pixel tags also enable us to send you email in a format you can read and let us know when you have opened an email message from us.

    We may also contract with other companies who use cookies or other online tools such as pixel tags to measure the performance of a marketing effort on our behalf. We prohibit these companies from using this information for their own marketing purposes or from sharing this information with anyone.

    Other Questions

    How can I have my name and email address removed from marketing emails?

    To obtain information about having your name and home address removed from marketing lists on a national basis, you may Contact Us.

    How can I obtain manufacturer's product warranty information?

    To obtain warranty information for applicable products, please see the product detail page under the literature tab or Contact Us.

Wasserstrom - Solutions for any foodservice operation:
Corporate Information:
Customer Service:
My Account:
For questions or assistance call: 1-866-634-8927,
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Wasserstrom is an Equal Opportunity Employer.