Frequently Asked Questions

Policies

What are your shipping policies, processing times, and procedures for handling issues? For details regarding shipping policies, processing times, and issue resolutions, please refer to our Shipping Policies page.

Account Information

How do I update my account information? To update your account details, log in and navigate to the "My Account" section to make any necessary changes.

What should I do if I forget my password? Visit the Forgot Password page, where you can request an email to reset your password.

Checkout

How do I place an order? Add the desired items to your cart, select your shipping method, and follow the secure checkout process to complete your purchase.

Why is my shipping address not being recognized? If your address isn’t verified, you’ll see a suggestion for a corrected version. You can either accept the suggestion or proceed with the address you provided.

Customer Support

How do I contact a Customer Success Specialist? Our team is available Monday through Friday, from 8:00 AM to 5:00 PM CST. You can reach us by email at Customer.Success@PFSbrands.com or by phone at(855) 632-3373.

Orders

Can I change or cancel my order? Order modifications or cancellations cannot be guaranteed after placement. Contact our Customer Success team immediately to explore your options. If you have an account, check the "My Account" section to view appending orders.

How can I get a copy of my invoice? Invoices are sent via email upon order placement and shipment. You can also log in to your account to download or email a copy.

What if I need my order by a specific date? Contact our Customer Success team before placing your order to confirm product availability.

What should I do if my order is incomplete or incorrect? If items are missing or incorrect, keep them unused and in their original packaging. Notify our Customer Success team within five business days for assistance.

What if part of my shipment is damaged or missing? Inspect your delivery carefully before signing the receipt. Report any discrepancies immediately. If issues are discovered after signing, compensation cannot be assured.

Payment and Taxes

What payment methods are accepted? We accept all major credit cards (Visa, MasterCard, American Express, Discover) and alternative options like ACH for customers with approved terms.

Will my card be charged immediately? Your card will be charged when the first item in your order ships. Pending charges may appear as authorizations until funds are captured.

How can I submit a tax-exempt form? Email your tax-exempt form to Customer.Success@PFSbrands.com for review.

Returns and Exchanges

What is your return policy? Most items can be returned within 30 days if unused and in their original packaging. Certain products, including consumables, custom orders, and special-order items, are not eligible for returns. Restocking fees of 20%-30% may apply, and customers are responsible for return shipping costs.

How do I initiate a return or exchange? To begin the return process, contact Customer Success for a Return Authorization. Exchanges are unavailable, but you can return items and place a new order.

Shipping

How do I calculate shipping costs? Use the shopping cart to estimate shipping costs, which are based on your location and address type (residential or business).

Do you ship internationally or to PO boxes? We currently ship only within the U.S. and cannot deliver to PO boxes.

What is a liftgate, and when might I need one? A liftgate is used to lower heavy shipments from the truck to the ground. If you lack unloading equipment, select the liftgate option at checkout to avoid additional fees.

What should I do if my shipment is damaged during transit? Examine your shipment before signing the delivery receipt. Report any damage or missing items immediately. Issues reported after signing may not qualify for compensation.

General Information

Where are your products shipped from? Most orders are dispatched from our Missouri warehouse, although some items may ship directly from the manufacturer.

Do you offer discounts or promotions? We occasionally provide promotional discounts or coupon codes for select items.