Question 1

How fast do in-stock orders ship?

Accepted Answer

In-stock orders ship in 2 to 3 business days. Some manufacturers have longer lead times, so call us to confirm the lead time before you order. If an item is backordered, we call or email you with the date it is expected to ship. Faster shipping options shorten transit time, not processing time.

Question 2

Do I need a trade account to order?

Accepted Answer

No. Anyone can order direct online without a trade account or minimums. Contractors and facility managers with project quantities can request a quote and we will price the whole package.

Question 3

How do I get a project quote?

Accepted Answer

Use the Request a Quote form with a parts list, plans, or a rough description. Most quotes come back within one business day. Include target ship date and delivery address if you have them.

Question 4

What is your return policy?

Accepted Answer

Call or email us for a return goods authorization (RGA) number first. Returns must be in the original, unopened manufacturer packaging, total over $150 before tax, and be requested within 6 months. They carry a 25 to 35% restocking fee depending on the manufacturer, and you pay return shipping. Parts, custom orders, and toilet partitions cannot be returned. The Shipping & Returns page has the full policy.

Question 5

How can I pay?

Accepted Answer

Orders placed on the site are paid by card at checkout, processed by Stripe. For project orders placed through a quote, we can arrange other payment methods. Ask when you request your quote.

Question 6

Can I buy tax exempt?

Accepted Answer

Yes. Email a copy of your exemption or resale certificate to info@supplygopher.com before you place your order.

Question 7

Can I cancel an order?

Accepted Answer

Call or email us as soon as you can. Cancellations and order errors are handled the same way as returns, with the 25 to 35% restocking fee, and original shipping charges are not refunded.

Question 8

My order arrived damaged. What do I do?

Accepted Answer

Do not accept a damaged shipment. Refuse it from the carrier and call us right away, and we will arrange a replacement. If you find concealed damage after delivery, call us within 24 hours and hold the material for 2 weeks so the carrier can inspect it. If you sign for a shipment without noting the damage on the freight bill, you are responsible for the freight claim.

Question 9

Do you ship to Canada or internationally?

Accepted Answer

We deliver within the United States only. To export an order, have it delivered to your own U.S. freight forwarder, who handles the export. Free shipping on orders of $149 or more does not cover Alaska and Hawaii. Mirrors always ship at the UPS Ground rate and are not included in free shipping.

Question 10

Where is my order?

Accepted Answer

We email tracking information to the address on your order once it ships. An order with products from more than one manufacturer may arrive in several shipments. Most freight carriers do not call before they deliver, so use your tracking number to follow the delivery.

Question 11

How do I get freight off the truck?

Accepted Answer

Freight carriers only bring material to the back of the truck. If you do not have a forklift or loading dock, request liftgate service when you order. Liftgate service is paid at the time of purchase.

How can we help?

Reach us

Frequently asked questions