CUSTOMER SERVICE HOURS
Our order lines (Local 1-864-659-0017) are available Monday through Friday from 7:00 am through 6:00 pm Central Standard Time and Saturday from 8:00 am through 2:00 pm. Fax lines are open 24 hours (1-864-659-0017).
We accept MasterCard, Visa, American Express and Discover.
Prices and terms are subject to change without notice. All shipments will be made at prices prevailing at time of shipment. Orders requesting shipment beyond delivery schedules may be assessed a price increase.
All products ship F.O.B. Warehouse at the customer’s expense unless otherwise quoted. Our preferred method of shipping is via FedEx, Estes & UPS Ground. Certain products will need to ship by common carrier and we will choose the best way unless otherwise requested. Specific shipment dates cannot be guaranteed, due to possible material shortages, accidents, strikes, governmental regulations and other factors and conditions beyond our control. We reserve the right to hold shipment of all open orders to customers whose account is past due.
All orders are considered firm and cannot be cancelled without our approval. All returns and cancellations must be authorized in advance and are subject to round trip shipping charges and restock fees. If you need to cancel an order call customer service to make arrangements. If product has shipped, or a custom order is in process we may not be able to fulfill your request.
Custom orders require payment in advance. Please be certain of all details (size, color, imprint, etc.) of custom orders, as they are non-returnable.
Hotel Supplies USA specializes in meeting your custom requirements. Our highly trained staff is here to help you with your needs. In order to insure the best prices, each quote request is carefully reviewed. For this reason, quotation preparation may require up to 48 hours. Acceptance of a quotation is our indication that the quote has been approved per the specifications listed. Hotel Supplies USA cannot be held responsible for any discrepancies overlooked during the customers’ review process.
Our Hassle-Free Return Policy is designed to make returns as easy as possible for you. We accept product back in its original packaging up to 90 days from the date of purchase.
Certain items may not be returnable or may have specific return instructions; please see below before you make your return. If you have questions about our Return Policy, please call us at 1-864-659-0017
All returns require a return authorization number from our Customer Relations department before returning, including those items shipped directly from the manufacturer. Please contact at 1-864-659-0017. No orders that originally shipped from the manufacturer to you will be accepted at any of our distribution centers unless previously authorized by us.
All returns must be returned in new (unused) condition in the original packaging, complete with any guarantees, and operating and/or assembly instructions that were included in the original package. Products that are made to order or customized at your request, including anything custom printed/imprinted (key tags, advertising specialties, etc.) or made-to-measure or custom colored (draperies, blinds, lamp shades, upholstered furniture, etc.) may only be returned if we did not follow your instructions or if there are defects in materials and workmanship at the time of delivery. Defective custom merchandise must be returned within thirty (30) days of delivery.
Returns Must Be Sent Freight Prepaid.
Stock orders due to a customer’s ordering error will be charged freight and a restocking fee. The restocking fee applied depends upon the condition of the return, or mandatory vendor restock fees for drop ship items. Freight charges will not be credited on orders returned due to customer’s ordering error.
No returns accepted on Closeout Items. All sales are final.
Shortages and Fulfillment Errors
If you notice your order arrived short an item at the time of delivery, please note the shortage next to your signature. If you notice a shortage upon opening your package or if your order was fulfilled incorrectly, please call us within 3 business days of receipt at 1-864-659-0017
Shipped Freight Carrier
If your items were shipped by freight carrier, please call us within 3 business days of receipt at 1-864-659-0017
Non-catalog items and volume purchases are nonreturnable.
Custom orders, including custom cut draperies, baton rods, signage, key tags, etc. are nonreturnable.
Warranty items are nonreturnable. Please refer to the product warranty for any returns or exchanges.
Limitation of Liability
Our sole liability for goods sold is limited, at our election, to the repair or replacement of those goods, or repaying or crediting you for the purchase price of the goods. We will not be liable for any incidental or consequential losses, damages, lost profits, or expenses directly or indirectly arising from the sale, handling, or use of any of the products. or from any other cause. You must submit all claims to us in writing within thirty (30) days from the date you received the goods.
Damaged or Defective Items
If your package arrived damaged in transit, please note the damage next to your signature at the time of delivery. If your package had concealed damage or contained defective merchandise, please call us within 3 business days of receipt at 1-864-659-0017
Must you accept damaged merchandise?
That depends on how bad the damage is. If there is extensive damage and the merchandise cannot be salvaged, the driver may agree to total refusal of shipment. If the merchandise is not totally damaged, you must accept it–but be sure to have the driver note and initial the damage on the delivery receipt.
Keep the damaged merchandise, carton, and packing material so they can be inspected and the liability determined. Do not file a claim with the carrier. Contact us for further instructions at 1-864-659-0017. You must notify us within ten (10) calendar days of delivery. You must pay all additional costs incurred if any shipments are returned to us as a result of your unexcused delay or failure to accept proper delivery.
If you should find concealed damage, keep the merchandise, carton, and all packaging material so they can be inspected and the liability determined. If you want us to assist you, you must notify us within ten (10) calendar days of delivery. Contact us for further instructions at 1-864-659-0017. Do not file a claim with the carrier.
It is very important that you examine each carton in the presence of the driver, at the time of delivery, because according to federal law, once you sign for merchandise, you become responsible for it. The only exception is if you or the drivers note any damage on the delivery receipt at the time of delivery. We are bound by time constraints imposed by freight companies and the law. Claims received by the carrier after fifteen (15) calendar days from the delivery date cannot be honored, so you must notify us within ten (10) calendar days of delivery if you want us to help you process the claim.