• FAQ – Rest of U.S.

For your convenience, we have compiled a list of Frequently Asked Questions about our company, our online web store, and our company policies.  Please note that answers to these questions may differ depending on where in the U.S. you are located. This FAQ is for customers located outside of the Permian Basin of West Texas. If you are in the Permian Basin, please visit our FAQ – Permian Basin – West Texas.

Please call us if you need further information or assistance at 432.561.9118. Click on a question below for the answer.

Online Ordering and Accounts

I’m at the Checkout screen, and I see blank credit card information fields. Do I have to pay by credit card if my regular payment terms are other than credit card?

No, you do not have to enter credit card information for your order to process.  Simply click on “Confirm” and your order will process using your regular payment terms.  However, if you wish to pay for this specific order using a credit card (e.g., personal purchase), you may override your regular payment terms by entering your credit card information in the appropriate fields and then clicking “Confirm”.

Also, your credit card information will not be stored in our system.  When you return to the Checkout screen for your next order, all credit card fields will once again be blank and, unless overridden, your regular payment terms will apply.

I’m at the Checkout screen, but I want to add another item. How do I add an item at Checkout?

You can enter the item number or description in the Search Center field in the upper left of your screen.  Or you can select View Cart at the top of your screen and continue shopping from there.

How do I find my web order that is not confirmed when my session times out?

Log in to your web account, and click on Orders in the Ordering Center.  Once you are in Order Details, select Quotes and click on the order you were building.  Then click Resume to add the items back to your Shopping Cart.

How do I add a new user login for ordering online?

Please contact our Customer Service team at 432.561.9118, or use the Contact Us section on our home page to request a new login.  Please have the following information available: the user’s first and last name, telephone number, email address, and delivery location.

I forgot my user name and password. Can you help me?

Please contact our Customer Service team at 432.561.9118 or Contact Us.  We will be happy to assist you.

How do I update my account information?

Please contact our Customer Service team at 432.561.9118 or Contact Us to submit your account information changes.  We consider any changes you may have regarding contact names, telephone numbers, mailing and/or delivery addresses, and credit card information critical in helping us to process and deliver your orders on a timely basis.


Delivery

What locations do you deliver or ship to?

While Craft Office Systems is based in West Texas, we offer delivery and/or shipping throughout the United States from our nearest distribution facility.  For locations throughout the U.S., we partner with local courier services and shipping companies for delivery.  Based on your specific needs, we will determine if dock, front reception area or desktop delivery is available.

Do you charge for delivery?

For metropolitan areas throughout the Unites States, Craft Office Systems offers inside and desktop delivery for an additional delivery charge.  Please contact our Customer Service Team at 432.561.9118 or by email at customerservice@craftofficesystems.com for a quote.

For locations outside of larger metropolitan areas, we ship items from our closest regional distribution center.  There is typically a separate shipping charge, common carrier freight charge, or local delivery service charge, depending on the items and location. Please contact our Customer Service Team at 432.561.9118 or by email at customerservice@craftofficesystems.com for a quote.

Do you charge for rush orders?

For locations throughout the U.S., a rush surcharge may apply in addition to normal delivery or shipping charges.  Please call our Customer Service team at 432.561.9118, and we will provide a quote prior to processing your order.

If I need my order in a hurry, how fast can I receive my order?

We do handle rush deliveries upon request.  Please call our Customer Service team at 432.561.9118, and we will check the item’s availability for rush delivery.  If the item is available, the rush delivery will occur the next morning as early as possible.

If I place my order online today, when will I receive my order?

For online orders placed by 3:30 PM local time Monday through Friday, most items will be delivered the following business day.  (Our next-day delivery success rate is over 96%.)

Certain special order items (e.g., certain types of furniture, custom stamps and nameplates, custom business forms) require a longer lead-time.  For these items, we notify you of the approximate delivery date when you place your order.


Returns and Warranties

How do I request a return?

You may submit return requests in one of several different ways:
1. Call our Customer Service team at 432.561.9118 for assistance.
2. While logged into our web store, you can click on “Contact Us” at the top of your screen and select “Return Request” listed in the upper left hand corner.  Enter the items, quantities and reason for return.
3. Submit a return request using the form on the Contact Us page.  Fill out the form and select Returns for the Subject line and list the item numbers, quantities and reason for return.

 

Does Craft Office Systems honor manufacturers’ warranties?

Yes, we do honor warranties within the stated terms of the warranty.  Defective merchandise will be replaced or repaired under the terms of any warranty offered by the manufacturer as long as the product is still produced by the manufacturer and is available to us.  If the product is not available to us, we will help you contact the manufacturer to seek additional assistance.  Please report defective merchandise within the product’s warranty period.

What if I receive a damaged item or an item with parts missing?

Our delivery drivers do their best to inspect packaging before delivering your orders.  However, when damage is concealed or a product is defective, we will replace the item as soon as possible.  Typically, replacement occurs within one to two business days.  Timing of replacement is based on stock availability and time to ship from our distribution facilities.  Warranties on certain merchandise (e.g., furniture, calculators, fax machines) are based on the manufacturers’ warranty agreements.

To return an item online, simply login and go to the Contact Us section of the web site.  Click on “Return Request” found at the top section of the page.  Enter the required information and select “Send Request” at the bottom of the page.

We will reply by email with a Return Authorization Form within 24 hours from receipt of your request.  Please affix the Return Authorization to the packaged return product and leave it in the area where deliveries are made, visible to the driver. Generally, returns are picked up at the time of the next scheduled delivery, or within ten business days of the Return Request Authorization, whichever is sooner.

No returns of any kind can be accepted without a return authorization number.  In order for the Delivery Driver to pick up a return, the Return Authorization must be attached to the package.  Any claims for damage and/or shortages must be made within 5 days of the date of delivery.

What is your return policy?

We want you to enjoy quality products that enable you to operate your business or organization effectively.  We recognize that occasionally you may need to return an item that was ordered incorrectly, did not meet your specifications, or had concealed damage.  Therefore, we make every effort to process an item that needs to be returned quickly and with minimal effort on your part.  To return an item online, simply login to the web store and go to the “Contact Us” section of the web site.  Click on “Return Request” found at the top section of the page.  Enter the required information and select “Send Request” at the bottom of the page.

We will reply by email with a Return Authorization Form within 24 hours from receipt of your request.  Please affix the Return Authorization to the packaged return product and leave it in the area where deliveries are made, visible to the driver. Generally, returns are picked up at the time of the next scheduled delivery, or within ten business days of the Return Request Authorization, whichever is sooner.

No returns of any kind can be accepted without a return authorization number.  In order for the Delivery Driver to pick up a return, the Return Authorization must be attached to the package.  Any claims for damage and/or shortages must be made within 5 days of the date of delivery.

Standard Stock Items
Please use the following guidelines when returning merchandise:

  • The item must be in its original packaging and in resellable condition (i.e., the packaging cannot be torn, marked up, or in any way considered unfit for resale);
  • The item must be returned within 30 days of the delivery date; and
  • The item must be a standard stock item.

Food, Beverages, Medicines, and Special Order Items
Please note that we are unable to accept any unwanted item for return that is a food, beverage, medicine or “special” order item.  (Examples of “special” ordered items include personalized stamps and nameplates, furniture that has been special ordered from the manufacturer, custom business forms, etc.)  Unfortunately, our suppliers do not allow us to return any items that fall into one of these categories for any reason other than issues with the quality of the product itself.  Therefore, we ask our customers to consider all purchases of items falling into one of these categories as final.