FAQ's

General Questions

• Logging In and Signing Out
• Using My Account
• 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, Not Available 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 credit and shipped?
• 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 items faster?
• If I request One-Day Shipping, will I get my order the next day?
• Why do I have to notify American Express if I want my order shipped to a different address?

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 do I do if I won't be available tomorrow to accept my delivery?
• What happens if I need to specify a delivery date/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 do I sign up for a Wasserstrom catalog?
• How can I obtain manufacturer's product warranty information?

General Questions

Logging In and Signing Out

You can log in at the top of any Wasserstrom.com page. If you're logged in and wish to sign out, you'll see your name and a "Log out" button above the Welcome box in the left-hand column of almost every page.

Using My Account




Wondering about the status of an order?
Want to change My Account or order information?
Care to subscribe to or unsubscribe from a mailing?
Whatever you need to do, you can do yourself via My Account.
Simply visit the "My Account" link at the top of this page. This link will always be available to you from any page on the Web site. We'll ask you to sign in with your login and password associated with My Account. If you forgot your password, we can help you get a new one.
If you are a new customer and haven't placed an order with us yet, you do not need to register or open an account with us first. You will create an account at the time that you place your first order.Click Here to Change My Account Settings.
If you have a new email address or wish to change your password, use the link above to access the Account Settings page. You'll need to log in with your current login 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.

Passwords

Choose a password for My 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 this first order. You will also be able to use your password to make changes to your order and account information. Make sure to choose something you will remember the next time you want to place an order.
Passwords should be 4 to 16 characters long and may contain any combination of letters, numbers and symbols.

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 or order information and to review or change something. 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 a personalized question that only you know the answer to. If you forgot your password and need to reset it to access My Account, visit the reset password link above and provide your email address and the correct answer to this question. A new password will then be emailed to you, which you can use to log in and change your password to whatever you prefer. If you have trouble accessing this option, please contact us. Customer Service will be able to send you a new password instead.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. You'll be able to tell if you are signed in by the options you see in the left-hand column of almost every page.
If you are signed into Wasserstrom.com: My Account name and a "Sign out" button will appear above in the Welcome box in the left-hand column of almost every page. You can click the "Sign out" button at any time to exit your Wasserstrom.com account.
If you are not signed into Wasserstrom.com: The "Log In" button will be in the Welcome box in the left hand column of almost every page. The "Sign Out" button will not be available.

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. We recommend that you sign out when you feel that you must or when you have finished shopping or placing an order.
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 "Order Now" button to submit your order. Once you place your order, we will send you a confirmation email message. We will send you another email message at the time of shipment.

Check Your Order Status

If you would like to review or change something about the order you placed before it enters the shipping process, click the My Account link in the top right corner of most pages on our site. Here you will be able to change the particulars of your order without having to contact us.

Where is my order?

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?

Once an order you have placed for delivery has been processed, you will receive a confirmation via email. The confirmation will contain the expected delivery date, your shipping address, your order number and any other changes to your order.
You can also check the most current status of your order at any time. Just click here and then type in your Order Number and ZIP code. You may also log in to Wasserstrom.com, click on "Order Status" and select the appropriate order for tracking information. If there are any problems with your order that we need your help to resolve, we will contact you by phone.

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

The My Order section is one of the great new features on Wasserstrom.com. Your Order Status history will go back at least 2 years and will reflect all your orders that were placed on Wasserstrom.com during that time.

What if I forget my Order Number or Confirmation Number?

Your order number is included in your Order Confirmation email with an automatic link to your Order Status on Wasserstrom.com. When you order by phone, an associate will give you your order number. 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 My Account and view your order history.

What does it mean when my order says: Processing, Shipped, Not Available, 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.
Not Available means this portion of your order was not filled.
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?

Most orders are transmitted almost immediately to our warehouse, where they are processed very quickly and shipped out.
If you want to change your order, please contact customer service. 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 that is the case and you would like to place an additional order, we can place a new order for you or you can place a new order at Wasserstrom.com.

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

Please contact Customer Service as soon as possible to cancel your order. Most orders are transmitted almost immediately to our warehouses and we may not be able to cancel 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?

Unfortunately, at this time our packing slip will list the items, quantity and price paid. We are not able to accommodate requests to change packing slips that are sent with orders.

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

Please contact Customer Service at 1-866-634-8927 or send us an email on our Contact Us page 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?

Wasserstrom charges sales tax on orders based on the destination of each shipment, as calculated in accordance with state and local tax laws. If you have a tax emption form and would like to place orders without tax, please contact our Customer Service department to create a business account.

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 revolving credit account with us. Click here to fill out an 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, and are for our Contract Customers. It will be referenced on your packing slip and shipping label.

How will I know whether or not my order has been approved for credit and shipped?

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.

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 authorization is held with your credit card company for 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 online order with Wasserstrom via the Internet, your actual order that is shipped to you may be slightly different than what was ordered initially. For example, an item that you ordered may be temporarily out of stock, so the rest of the order was shipped without it. The packing slip that is sent with your order is an accurate record of what was shipped and what was billed to you.
If you need additional information, go to the Contact Us section. You can select "Order History/Packing Slips", and give us some details on what information you need. We can send you information via email, confirm information over the phone, and/or send you replacement packing slips via fax for any delivery 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, this can result in multiple charges; however, the total amount charged will add up to the amount displayed when you placed your order.




Shipping

How much does shipping cost?

Visit our Shipping Policy for more information.

What if I want to get my items faster?

You can select a different shipping method by clicking the button next to that option on the order form. If you want to change your shipping speed after placing the order, visit My Account.

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, Second Day Air or Third Day Select Shipping does not necessarily mean your order will arrive in one, two or three days. You will be notified when placing your order if the product is available for shipment.

Why do I have to notify American Express if I want my order shipped to a different address?



This is a new policy from American Express that must be adhered to both by Wasserstrom and American Express customers. It is done to protect you from fraudulent use of your credit card account. It is in your best interest to call American Express and notify them of your other delivery address so that your order can be authorized and shipped to you as quickly as possible.
If you do not call American Express to notify them that you are using a different shipping address for an order, your card may not be approved. Our Credit Department will place the order on hold and call the billing contact person for the American Express card. If the billing contact person cannot be reached to verify the order, your order may be delayed.




Delivery

What is your delivery policy?

An estimated delivery date will be provided after your order is placed.
These dates vary due to carrier shipping practices, delivery location and the items you order. Products may also be delivered in separate shipments.
Delivery dates noted apply to orders placed by 3:00 p.m. EST and where credit approval and product availability are confirmed by 5:00 p.m. on the same business day* that the order is placed. Items shipped directly from the vendor may require an earlier order placement time. You will be notified of the estimated delivery date in a confirmation email if you provided a valid email address at the time the order was placed.
*Business days are defined as Monday through Friday, except holidays.

Why do I need a Customer Number?

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 - it contains your delivery address information, and can even include multiple delivery addresses. This is especially handy for customers who'd like to ship orders to many different locations on a regular basis, as we can keep the additional addresses on file for you.

How can I check the delivery status on my order?

If you have a tracking or delivery confirmation number, you can track your package by clicking the Track Packages link in My Account. The shipping method and carrier for your package will be listed in My Account and in your shipment confirmation email. If you need to contact the carrier, you'll find contact information below.
We 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 time, but we can tell you if an order has been shipped, and whether or not there are any problems with your order that have been reported to us. If you're not sure whether your order has been shipped yet, check the status of your recent orders in My Account.

What time can I expect my order to be delivered?

Our drivers deliver orders between the hours of 9:00 AM - 5:00 PM, M-F excluding holidays and residential until 7:00 PM. Since our driver's delivery routes change from day to day, there is no way to determine the exact time your order will be delivered.

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

For your security and protection, 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. Our driver's delivery routes change from day to day, so there is no way to determine the exact time your order will be delivered. If you would like the driver to leave your shipment in a specific location (e.g. "on front steps") click here to fill out the Driver Release Agreement. If you do not post a Driver Release Agreement, the driver will decide whether or not to leave the order unattended. 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.
For more specific delivery details, please refer to your order.

I won't be available tomorrow to accept my delivery. What do I do?

If you have already placed an order with us, please contact us right away. We may be able to reschedule your order for a different delivery day that is more convenient for you.

What happens if I need to specify a delivery date/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 in My Account. 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 pickup of your returned item between the hours of 9:00 AM - 5:00 PM, M-F, excluding holidays. Returns are generally picked up in three to five business days. Exact pickup times may vary based on courier and location of product.

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 sending us an email at admin@wasserstrom.com. 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"

In order to shop properly or register on Wasserstrom.com, your web browser must be able to accept cookies.
Cookies are small files stored on your PC that identify you to our site. Wasserstrom.com uses cookies to personalize your shopping experience, making it more efficient and pleasant. Most browsers have a default setting to accept cookies automatically. Check below for instructions on enabling cookies if yours does not currently have them enabled. If you don?t see your browser listed, please refer to the Help function for your browser.
If you cannot enable cookies, or choose not to, please contact us to place your order or get additional assistance.
Instructions may vary based on platform, browser and browser version. These instructions are approximate. For exact instruction refer to your browser?s help file or your browser's manufacturer.


Firefox 2.x
1. On the Tools menu, click Options.
2. Select the Privacy category.
3. Expand the Cookies options on the right.
4. Select Enable Cookies.
5. Click OK.

Microsoft Internet Explorer 6.x, Windows
1. On the Tools menu, click Internet Options.
2. On the Privacy tab, move the slider to Low or Accept All Cookies.
3. Click OK.

Microsoft Internet Explorer 5.x, Windows
1. On the Tools menu, click Internet Options.
2. On the Security tab, click the Custom Level button.
3. Scroll down to the Cookies section.
4. Set "Allow cookies that are stored on your computer" to "Enable".
5. Set "Allow per?session cookies" to "Enable".
6. Click OK.

Microsoft Internet Explorer 5.x, Macintosh
1. On the Explorer menu, select Preferences.
2. Under the Receiving Files option, select Cookies.
3. Under "When receiving cookies:" select Never Ask.
4. Click OK.

Safari
1. On the Safari menu, click Preferences.
2. Click the Security icon.
3. In the Accept Cookies selection box, choose Always.
4. Close the security window.

Mozilla
1. On the Edit menu, click Preferences.
2. In the Privacy & Security category, choose Cookies.
3. Click the radio button next to "Enable all cookies".
4. Click OK.




Other Questions

How do I sign up for a Wasserstrom catalog?

To order a Wasserstrom catalog, go to the Request a Catalog page.

How can I have my name and email address removed?

To obtain information about having your name and home address removed from marketing lists on a national basis, you may contact us at admin@wasserstrom.com

How can I obtain manufacturer's product warranty information?

To obtain warranty information for applicable products, please contact us.