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Frequently Asked Questions
How do I add a credit card?
To add a credit/debit card to your account, you will need to contact our Customer Service team at 1-800-968-7550. For security purposes, the One Stop website does not allow customers to add credit/debit card information.
How do I avoid the 3% Lost Cash Discount?
To avoid the 3% Lost Cash Discount, simply use a method of payment other than a credit card (Visa, MC, AMEX, Discover). Payment methods of COD, Company Check/E-Checks and Net Terms are considered cash transactions and receive the published cash prices. Credit/debit card payments are not eligible for the discounted pricing and will lose the 3% cash if used for payment. To apply for cash terms other than COD, please submit a credit application, located under Download Forms.
When will an item be back in stock?
Our buying team places weekly replenishment orders to ensure a continuous flow of replacement inventory into our distribution center. If the mill has product, our shelves will be restocked within 5-8 business days. To inquire on estimated restock dates, please contact our Customer Service team at 1-800-968-7550.
When will my shipment arrive?
UPS Ground is our standard shipping service for all orders. All orders are guaranteed to ship the same day with transit times predicated on your location from Grand Rapids, Michigan. To find your shipping transit time, check the Shipping Map.
How do I change my billing address?
Account billing information maybe be updated or changed by contacting our Credit team at 1-800-247-8634 and selecting option 6. Change of billing address cannot be done online at this time.
How do I change my password?
You can change your online account password by clicking the 'My Account' icon at the top right of the home page then selecting the 'Account Settings' option. Provide the current password along with the new password into the 'Change Password' box and 'Update'.
How do I request a return or report a discrepancy?
For your convenience, returns and discrepancies may be submitted online 24/7. You can locate this option by selecting the 'My Account' icon and then selecting 'Create a Return'. Otherwise, you may call Customer Service at 1-800-968-7550 for assistance.
How can I get my invoices mailed?
One Stop advocates a paperless invoice system and does not mail invoices for orders placed online. Online invoices will automatically be emailed to the user who places the order and can be easily printed or forwarded to your chosen recipient. Invoices on phone orders will also be emailed or, if requested, enclosed in the order shipment.
Where do I find my account number?
Your account number can be found under 'My Account' then the 'Account Settings' option on the website Home Page. Your account number will appear in the upper right hand corner in red type.
What is the suggested retail price of each item?
Doubling the advertised wholesale case price is a general starting point for establishing a retail price. However, it is recommended to price low-cost products, such as commodity t-shirts, caps and accessories, off a market-correct value, and not simply the wholesale price. Our retail price list is located under the Marketing Tools tab on our website and can be downloaded in an Excel file or PDF file to help set retail prices. We also offer a customizable price list in which you are able to personalize with your company logo and set customized markups for each category. One Stop's Generic Priced Catalogs work on an A code (double the wholesale case price).
Do you offer better than case price?
One Stop offers low and competitive everyday pricing and automatic cost savings when ordering in full dozens or case quantities. Special price requests will be reviewed for larger quantities of individual products on a case-by-case basis. Please call or email customer service for a quote.
Can I overnight ship from a mill direct location?
Due to the logistics of mill direct programs, One Stop is not able to offer overnight shipping (Next Day Air) from these locations. Mill direct programs are not covered under One Stop's same day shipping guarantee and are subject to each mill's own individual cutoff times.
Can I get items offered by a brand that are not in your catalog?
Absolutely! We can special order any style, color or size you need from the brands we distribute. Minimums may be required and will vary by mill. If you need an item we do not stock, please call a customer service representative at 1-800-968-7550 to help you with availability, pricing, and placing an order. Freight charges may apply. We also offer hundreds of mill direct styles on our website for various brands and can be ordered directly online.
Can I add on, change, alter or cancel an order?
One Stop prides ourselves on having the latest cutoff times in the industry for same day shipping. In order to achieve this, the picking process is initiated within 10 minutes of receiving an order into our system. Cancellations or changes can ONLY be made prior to the 10 minutes after the order is placed.
PLEASE NOTE: Modifying an order using a credit card as method of payment will result in a secondary authorization of funds against the same credit card for the revised order amount. Sufficient funds must be available on the card to cover both amounts, otherwise a declined status will occur and the order will not process. Credit for the original authorization of funds may take 3 to 5 business days from the credit card company.
Is there a minimum purchase requirement?
There are no minimum purchase requirements on stocked items.
Where can I find a credit application?
One Stop's Credit Application can be found under Download Forms. A completed credit application is needed for writing company checks, e-checks, or obtaining Net terms.
How long does the credit application take?
The credit application process may take between 3-5 business days based on response times from your bank and credit references. For fastest processing, please be sure to complete the application in its entirety and provide the most current references for your business.
Why am I being charged sales tax?
One Stop is required to collect sales tax on all goods sold unless we have a properly completed and signed Sales Tax Exemption Certificate on file. Sales Tax Exemption Forms can be found under Download Forms on our Home Page.
Why is my invoice not reflecting my promo code?
Promotional pricing will not appear at checkout. Discounts will appear on the final invoice once your order is processed in our distribution center. Select 'email invoice' for quickest confirmation of final charges.
How can I find out how much freight would be charged?
Freight charges are based on total weight and destination of the shipment and therefore will vary with every order. To estimate a freight charge, we recommend placing a mock order online and initiate the checkout process. Freight charges will show on the final screen before submitting the order. You may cancel the order at that point, save the cart for later, modify or finalize the order. Orders of $150 or more will receive free freight. (Some restrictions apply; please view our free freight program on our home page.)
How do I order a catalog?
All of our catalogs are available to order online. They can be located under the Marketing Tools Tab or by entering the word "catalogs" in the search bar. We offer our main catalog with suggested retail pricing and generic versions with and without suggested retail pricing. You may also call Customer Service at 1-800-968-7550 to have one mailed.
Do you have a fee for having Net terms?
We do not charge our customers a fee to have terms with us. The only fees associated with Net terms are finance charges and late fees, both of which are incurred only on overdue payment. Promptly paying Net invoices within the stated terms will avoid these stated fees.
Why do you charge a restocking fee?
A 15% restock fee is assessed to all customer returns to offset the labor cost involved in examining the returned product for resale quality, verifying the number of units returned, processing credits and restocking the returned product.
Where can I find tracking information?
Tracking information is available as soon as the order is invoiced. It can be located by selecting the 'My Account' icon and then selecting 'Order History'. The filters can be changed to locate orders within a desired date range. Once you select the order you are inquiring on, the tracking number will appear in orange under the shipping information section.
Can I pay my invoice online?
Yes. Open invoices can be located under the My Account / Pay Invoices option. Simply select the invoice(s) you would like to pay and follow the prompts to complete the payment. Online payments require prior credit approval, and banking routing information will be needed for payment set up. Credit cards cannot be used for paying on Net invoices.