Frequently Asked Questions

  1. How can I contact EngineerSupply?
  2. How much does shipping cost?
  3. When will my order be delivered? Where's my stuff?
  4. What is my Tracking Number?
  5. Do you accept Purchase Orders?
  6. What if I need to Return an Order?
  7. My shipment arrived Damaged. What do I do?
  8. The product I just received has missing parts. What do I do?
  9. What if I need to Cancel an Order?
  10. What Countries do you ship to?
  11. Do you ship to Canada?
  12. Is my information secure?
  13. Do you charge Sales Tax?
  14. What is your Federal Tax ID Number?
  15. What about Product Warranties?
  16. Where is EngineerSupply located?
  17. What is EngineerSupply's fax number?
  18. Are your products in stock?
  19. What do you do with my information?
  20. What are your Hours of Operation?
  21. Do you have a printed catalog?
  22. Do you have other items that are not displayed on your website?
  23. Is EngineerSupply an authorized dealer of the brands they sell?
  24. Does EngineerSupply sell used equipment?
  25. I'm having trouble placing an order online. What do I do?
  26. Do you offer APO/FPO military shipping?
  27. Can I pay for my order by check?
  28. How do I get an account with EngineerSupply?
  29. How are items shipped?
  30. What is EngineerSupply's phone number?
  31. How do I pay EngineerSupply?
  32. How do I get a discount?
  33. Can I edit my order once it has been submitted?
  34. What is the total delivery time for my order?
  35. Does EngineerSupply ship to overnight stay locations?
  36. Does EngineerSupply repair older equipment?
  37. Can EngineerSupply Ship Using my Shipping Carriers Account Number?
  38. My question isn't listed here. Who can I ask?
  39. Are there jobs available at EngineerSupply?
  40. Typographical Errors

Answers...

  1. How can I contact EngineerSupply?

    You might find your answer here on this page. If you want help, you can contact us here.

    Please note: Even though we do not send junk email, junk email filters with your internet provider or email software may not allow our response to make it to you in some cases. You might consider adding our domain to your "safe list."

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  2. How much does shipping cost?

    Shipping cost is calculated instantly within the "Shopping Cart" area of the website. When you add items to the shopping cart you will then immediately see how much the shipping cost is and it is automatically applied to your order before purchase. If you simply want to check the cost of shipping for a potential order without making the purchase, add the item(s) you are interested in purchasing to the shopping cart and finding out what shipping cost will be. If you're not ready to place an order you can stop there without being required to provide any information to us.

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  3. When will my order be delivered? Where's my stuff?

    We strive to process all orders promptly when they are received. Once we receive your order, we usually process it same-day or it may take up to two business days maximum to process and prepare to ship. The shipping method you choose during checkout will then begin after processing time had passed. Even though orders are taken 7 days a week, 24 hours a day, packing and shipping occurs between 8:00-5:00PM Monday through Friday. Note that we cannot ship to PO Boxes. During checkout, we will require a physical street or mailing address which is not a PO Box number.

    Please note that if the products you order are out of stock, orders are sometimes shipped directly to you by the manufacturer or distributor. This ensures a speedy delivery and a fresh product along with the best price. Occasionally, you may receive your order in more than one shipment depending on the availability of certain items.

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  4. What is my Tracking Number?

    If you would like a tracking number for your package, please visit the order status page.

    You can also contact us and request a tracking number for your order. Please provide your order number and we will reply with a tracking number.

    Please Note: It may take two business days (while the package is already in transit) before the carrier shows the tracking information in their tracking system.

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  5. Do you accept Purchase Orders?

    Read more here about how we deal with Purchase Orders

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  6. What if I need to Return an Order?

    To read our return policy and begin the process of making a return, click here.

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  7. My shipment arrived Damaged. What do I do?

    Please do not refuse any shipment, unless there are visible signs that shipping damage has occurred. If it appears shipping damage has occurred, please refuse the delivery and then contact us letting us know what happened. Please check your products thoroughly as you receive them. In the rare occurrence that a product arrives damaged or has missing parts, contact our customer service department immediately. You will have ten business days to contact us from the day the product was delivered regarding damaged or defective merchandise. If possible, we highly recommend that you write "damaged" on the delivery paperwork when your shipment arrives and before the driver leaves.

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  8. The product I just received has missing parts. What do I do?

    Please contact us as soon as possible. We will either work a return and a complete replacement of the entire product, or we will simply ship the replacement parts to you. Please contact us and provide your order number, the email address you used to place the order with, and any description of the problem.

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  9. What if I need to Cancel an Order?

    After an order is placed by a customer, the order is processed promptly. To attempt a cancellation, you should contact us explaining which product and quantity that you ordered, your full name and company name if used. We cannot promise a cancellation but will try our best. If we cannot cancel the order, the order will be shipped requiring you to possibly pay return shipping and a possible restocking fee. If your order is in transit, please do not refuse any order when it arrives unless you are directed to do so by EngineerSupply. For Returns, please read "What if I need to return an order?" on this page.

    IF YOU DECIDE TO CANCEL, we also recommend that you call via phone and confirm that we received your emailed request because email can sometimes get auto-deleted by a spam filter before we ever receive your message. Please note you need to be prompt when contacting us to cancel an order because we start working on your order quickly. Also, you will need to wait for a confirmation of cancellation before you can consider your order FULLY canceled.

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  10. What Countries do you ship to?

    Our shipping rates are automatically calculated during checkout for orders that are shipping within the lower 48 States. For orders that are to be shipped to Hawaii, Alaska, or Puerto Rico, please submit your order. We will contact you by email with shipping charges and ask you for permission before processing your order. We will not ship or charge you until we get authorization permission from you first. For all other locations not listed above, please refer to "International Shipping" below.

    International Shipping
    You may consider submitting your shipping address of a freight forwarder that you select. Generally its a good idea to select a freight forwarder before submitting an order with us. Contact the freight forwarder first and ask them if they can ship to your location and get an idea of how much they will charge you, and give them notification that you will be ordering from EngineerSupply and shipping to their location where they can then forward the package on to your location. We are responsible for shipping to the freight forwarder and you would be responsible for shipping from the freight forwarder to your location. We also offer the option during checkout to sign up for a Bongo International account which is a freight forwarder we recommend and have worked with in the past. You will find instructions during our checkout process about how to work with Bongo International. EngineerSupply is not responsible for any brokerage, customs, tariffs, or other related fees. We simply ship the product to your location and you (the customer) are responsible for any fees that are related to shipping over border lines.

    Products are not eligible for return if they are shipped outside of the USA. If you have concerns about this policy, please ask us before submitting any order.

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  11. Do you ship to Canada?

    During checkout, you have the option to set up an account with Bongo International and gain a shipping address based in the USA. You will then pay Bongo to ship to your location outside the USA. Bongo International is a freight forwarder that we refer business to and have a page during our checkout process that makes this work. Add the products to your shopping cart, proceed to checkout, then click on the "Bongo International" button.

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  12. Is my information secure?

    We take security very seriously. The moment you click our checkout button, you are transferred to a secure area of our web site. The entire order processing is done utilizing the most advanced SSL (Secure Socket Layer) security technology available. We have not compromised any on what we feel is one of the most important part of our online store. Your credit card information is encrypted before it is sent over the web. We feel that this the most secure methods of shopping online. Once your card data is in our system, we then encrypt it yet again. Your data is scrambled and it's a lot more safe than using a credit card in a restaurant or walk-in store where prying eyes, or store cash registers that retain information.

    Most credit card companies issue policy to their customers concerning Internet purchases and what they can possibly do to help when purchasing online if a problem arises.

    We do not store your credit card information permanently on the site, print it on your invoices/receipts, or even display it in our backoffice software used by our order fulfillment team.

    EngineerSupply does not and never will sell or give away your information.

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  13. Do you charge Sales Tax?

    EngineerSupply only charges sales tax on orders shipped to customers located in the state of Virginia, USA. If you are within the state of Virginia, and are sales tax exempt, please contact us prior to placing an order. Once you are a customer with us, and are tax exempt, your account with us will be marked to exclude sales tax on all future orders. Please contact us for your first order, so that we can manually verify and remove any sales tax if you are tax exempt.

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  14. What is your Federal Tax ID Number?

    Contact us and we will be able to help you.

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  15. What about Product Warranties?

    Manufacturer's warranties generally apply. If you are experiencing any problems with products you've purchased from us, please contact us. All products (unless noted in writing) are sold with the manufacturer's warranty. The warranty period and services varies by manufacturer and product.

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  16. Where is EngineerSupply located?

    We are based in the state of Virginia, however warehouses are located at multiple locations all across the United States. The ship-from location and the time in transit depends upon your shipping address, the item(s) you order, and the warehouse your order ships from.

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  17. What is EngineerSupply's fax number?

    Our Toll-Free Fax Number is 888-938-1787.

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  18. Are your products in stock?

    Most items are usually in stock. It all depends on promotions we run, demand at manufacturers and suppliers, and other parts of the equation. Once you submit an order, we will contact you promptly to let you know if your order has backordered. You will then have the choice to cancel your order, or continue to wait for the order to come off of backorder. We strive to communicate with you at all times. Please provide accurate phone numbers, and e-mail addresses when submitting orders in the event that we have to contact you with questions.

    If you have questions about stock status, please contact us and we will promptly contact you back.

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  19. What do you do with my information?

    EngineerSupply does not and never will sell or give away your information. We consider our customer list private. We might email or postal mail an advertisement about EngineerSupply in the future, but we can assure you that we will not bombard you with information or sales pitches. We feel that we must work to earn and keep each and every customer.

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  20. What are your Hours of Operation?

    Our web store is open all the time (24 hours a day, 7 days a week, 365 days a year) and you can submit an order online anytime. We are able to answer phone calls and emails during our office hours of operation which are Monday-Friday 8-5 PM Eastern Standard Time.

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  21. Do you have a printed catalog?

    We do not offer any print catalogs. We update our database of products weekly with new products and lower prices if possible. We are able to stay more competitive without offering a print catalog which becomes outdated quickly.

    You may want to consider signing up for our free monthly emailed newsletter. We sometimes email out coupons, specials, new products, and helpful links. To sign up, visit our homepage and enter your email address into the form and click 'submit'. Its VERY easy to un-subscribe anytime since each newsletter has a link that allows you to remove your email address from our list.

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  22. Do you have other items that are not displayed on your website?

    Yes, we have other items that we do not display on our website. Please contact us and let us know what you are looking for. Chances are we have it, or can find it, as long as its Engineering Supply related!

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  23. Is EngineerSupply an authorized dealer of the brands they sell?

    Yes, EngineerSupply is an authorized dealer of all brands represented. Read why it is important

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  24. Does EngineerSupply sell used equipment?

    We do not sell any used equipment. Everything we sell has never been opened. Everything we sell is brand new.

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  25. I'm having trouble placing an order online. What do I do?

    If you are experiencing problems submitting an order to us online for some unknown reason, we recommend that you reboot your computer and try again. This will usually solve the issue. If it does not, please contact us and let us know.

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  26. Do you offer APO/FPO military shipping?

    We do ship to APO/FPO military addresses. Submit your order online and select AA, AE, AP as the "State" in our drop-down box during checkout. The "City" should be manually entered as APO or FPO. If the shipping cost is more than our shopping cart system calculates, we will contact you via email and ask permission for more funds if necessary.

    More information about APO/FPO military mail can be found here.

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  27. Can I pay for my order by check?

    Read more here about how we accept Check method of Payment.

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  28. How do I get an account with EngineerSupply?

    We do not have "accounts" or "credit terms" where we ship and afterwards invoice you unless you are with a public organization. We do accept purchase orders from public organizations like municipalities, universities, public schools, or government agencies (please read more about this on the how-to-use a purchase order page). If you are a corporation or individual, we offer check or credit card types of payment.

    Please note that our system does save your billing and shipping address, name, phone number, order history, and email address. This speeds the checkout process on future orders. We do not retain credit card information in our system so you will be asked for that information each time you order with us.

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  29. How are items shipped?

    We use a variety of carriers for each shipping option. It is not possible to specify a preferred carrier when placing your order. When you select 3-4 day or 4-7 day shipping, we may use air or ground shipping as necessary to get your items to you within the promised time frame. Additionally, some items are shipped by truck since they are larger than what shipping companies like UPS or FedEx will handle.

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  30. What is EngineerSupply's phone number?

    Our Toll-Free Phone Number is 1-800-591-8907. Please note our phone hours are Monday-Friday from 8:00am-5:00pm Eastern Standard Time.

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  31. How do I pay EngineerSupply?

    All prices in our store are listed in U.S. Dollars.

    Credit Card (Recommended Method)

    We accept credit cards MasterCard, VISA, Discover, and American Express. By using your credit card online we will be able to speed processing, confirmation, and shipment of your order. Security and your privacy is of the utmost importance to us when you order online.

    We also accept PayPal as a method of payment.

    Company Checks or Money Orders

    All checks should be made out to "EngineerSupply". Please note that we hold checks until the check clears before shipment is made. Sometimes it may take up to 10 business days for a check to be processed. All returned checks are subject to a service charge of $25.00 each. To pay by check, shop our online store, and at checkout, you will be given the choice of payment method, choose "Check". Then mail your printed receipt and payment per the instructions listed on the receipt and last page of checkout.

    Purchase Orders

    If you're a Public Organization such as Municipality, University, Public School, or Government Agency, then you have the option of paying by Purchase Order.

    If you are an individual, corporation, or any type of business, we require that you order and pay by Check, Credit Card, or PayPal.

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  32. How do I get a discount?

    There are two ways to save at EngineerSupply...

    *Quantity/Volume Pricing. See each product page for information on how much you can save when you buy in larger quantities. We do not have have volume pricing on all products.

    *Quotations. For large orders, you can request a quote from us on an order-by-order basis.

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  33. Can I edit my order once it has been submitted?

    No, you cannot edit an order once it's in our system. You can log into your account, and edit your billing and shipping addresses within our system but making changes to your account will not edit any existing order. It will only apply for future orders.

    If you want to edit an existing order, please contact us and request that we make the changes for you.

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  34. What is the total delivery time for my order?

    Processing time for an item is the time from when you submit your order to when the item leaves the warehouse. Processing time can be affected by a products "Lead Time". For a products lead time, please view it on each products page. Some products have different lead times than others.

    Shipping time is from when the item leaves the warehouse to when it arrives at your location.

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  35. Does EngineerSupply ship to overnight stay locations?

    Due to security issues, we do not ship to any overnight stay location. This includes hotels, motels, campgrounds, etc.

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  36. Does EngineerSupply repair older equipment?

    While we don't repair older equipment in-house, we would be glad to refer you to the respective manufacturer with their contact information. Manufacturers sometimes repair their products, and sometimes they can refer you to someone that they recommend.

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  37. Can EngineerSupply Ship Using my Shipping Carriers Account Number?

    We cannot ship using your shipping carriers account number. Please note that many times our shipping costs are free to you the customer, or if we do charge shipping its less than actual (what we pay our carrier). If we charged your shipping carrier account for shipping many times you would be paying more for shipping. It works in the customers favor to let us handle shipping and not use your account or carrier.

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  38. My question isn't listed here. Who can I ask?

    Please contact us. We would be glad to provide assistance.

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  39. Are there jobs available at EngineerSupply?

    Please view our employment page here.

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  40. Typographical Errors

    In the event a product is listed at an incorrect price or with incorrect information due to typographical error or error in pricing or product information received from our suppliers or not, EngineerSupply shall have the right to refuse or cancel any order placed for product listed at the incorrect price. EngineerSupply shall have the right to refuse or cancel any such order whether or not the order has been confirmed and your credit card charged.

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