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A: How Can I place an Order?
Online Orders can be placed 24 hours a day, 7 days a week at our online www.hotelsupplystore.com website store. On-line ordering is straightforward and convenient, just click select the item, the quantity required and add to cart from any product page on the website and then follow to check out on our “ Secured Site” for checkout instructions.
Telephone orders must be placed during normal working hours 5 days a week, by calling us at 573-348-1915 Central time 9.30 am to 5.00 pm. Our experienced and helpful customer service representatives are here to provide expert assistance and can answer many of your questions.
However, custom or a large project order, we prefer communication via an initial telephone conversation or by email to hotelsupplystore@sbcglobal.net.
When building a new Hotel or Resort, Condominum or even renovating an old hotel…
- We offer a FREE DESIGN SERVICE, please contact a designer at our HSS Design Center for more informations, 573-348-1915.
B: What Payment methods do we accept?
At present Hotel Supply Store will accept wire transfer for large or international orders, Visa, Master Card, Company Check for domestic orders and also we accept letter of credits. If the order is a Custom made item/product it could take 6-12 weeks depending upon the product and shipping details. Custom orders will require a deposit at the time of order, with the remainder due when the product is ready to ship.
C: How do I check on my order status?
If you like to check the status of your order, we encourage you to refer to your order confirmation or invoice where you will find the lead time for the items you ordered and how the item had been shipped. For domestic US Shipments we usually ship via UPS ground, Federal Express Ground and Common Truck LTL Carriers. You can simply check the expected delivery dates by viewing the above carrier web sites with the appropriate tracking numbers that has been provided by our company. Please note that the lead times reflected are approximate. Shipping transit times are an estimate can only be determined by the carrier. For International Shipments you must check with our office and they will provide you with the Ocean vessel shipping times and estimated delivery to your port of entry.
IN STOCK items are usually shipped within 72 hours days, providing your account and payment status is approved by our billing department.
Custom Order please contact our customer service, each item will vary, but in general 3 weeks to 3 months to have a custom item made depending upon the item and 3 weeks to one month shipping ocean time. Please allow another week or so for customs clearance and up to 5 days inland trans-shipment time. However, on occasions shipping times can be sooner. That will be depending upon the season and how busy our factories are.
Small items such as Bed and Bath Linen and Amenities and some accessories are shipped via UPS, FedEx, or DHL Express and should be delivered to the specified shipping address within 5-10 days of the lead time noted.
Once your item(s) have been shipped you will receive an email with tracking information. If you wish to speak with a customer service team member, please call us 573-348-1915 or contact us anytime via email at hotelsupplystore@sbcglobal.net.
D: How do you protect my Privacy and Security of my information?
We are committed to this and understand your concerns regarding privacy. Cookies are used on the site to help customers access and track items in their shopping cart. A cookie is sent to the individual to identify them when they return to the site for the purpose of viewing items left in their shopping cart.
When registering as a member of hotelsupplystore.com, we may ask you to provide certain details about yourself. We do this in order to offer you a full range of information, products and services. To register as a member, we will ask you to provide your name, telephone and email address and your mailing address. We will use this information to notify you of site changes at all of our sites and provide you with promotional or valuable offers from hotelsupplystore.com. When you order products, we will also need your billing and shipping information. This information should be as accurate as possible because we will use it for all contact, billing and shipping purposes. A valid email and bill to address and telephone number is very important to process your order and to pay by credit card.
E: What are your Terms of sale?
When you complete hotelsupplystore.com member registration process, including placing an order without registering or by fax or phone, you agree to all the terms herein.
Hotelsupplystore.com may update these terms and will notify you via our monthly newsletter or a prominent posting on this customer service page or by fax or email. Your continued use of hotelsupplystore.com after such notification indicates that you accept any and all changes. Users who do not subscribe to our newsletter are encouraged to check this page periodically for any changes.
Shipping time frames reflected in product descriptions are based on estimates from our shipping logistic departments or our suppliers. Most custom made pieces are made by hand may vary especially Oil hand paintings. Hotelsupplystore.com reserves the right to amend product information and shipping schedules due to artisan delays, changing conditions and product discontinuations. In the event of a shipping delay, hotelsupplystore.com will notify you promptly, and cannot be held responsible for shipping delays beyond estimated delivery times.
While the Hotel Supply Store team works diligently to review the safety of all products, each piece is hand-made and should be treated as an antique piece. Hotel Supply Store cannot be held liable for accidents resulting in personal injury that involve a product purchased on the site. In addition, Hotel Supply Store is not responsible for copyright, registration or licensing infringement of products sold on the site.
For additional policies including shipping, please read carefully, as you are agreeing to our terms and conditions by placing an order.
F: What are our shipping policies, methods and charges?
Shipping and Will Call agreement is our goal at Hotel Supply Store is to assure that you receive your order complete and undamaged. Over the years we have experienced almost every conceivable shipping problem imaginable. We have listed a few guidelines to follow that will help, should you need to make any claims for damage or lost packages.
All products are sold to our customers Ex work. This term simply means, we guarantee all parts from defects or damage base from our factory.
Once Hotel Supply Store has your package sealed and safely delivers your packages to the shipping company or it has been picked up from our warehouse or shipping point, our obligation to this order is complete.
Hotel Supply Store is not in any way circumventing any responsibility but merely stating we cannot be held responsible for replacement of damaged parts or goods incurred during transit for which we have no control. We will assist our customer if they need any help when dealing with shipping companies and will continued to do so in the future.
Since we sell our products domestically and internationally, our main challenge is shipping our products safely, as damage free as possible, to our customers all over the world.
Hotel Supply Store has very competent shipping department that carefully packages and prepares your shipment. We can deliver the goods to difference parts of the world. Please confirm delivery carrier at the time of you place an order.
You can email Customer Service hotelsupplystore@sbcglobal.net or call us at 573-348-1915.
G. Cancellations
Hotel Supply Store will work to ship orders as quickly as possible. For this reason, we cannot guarantee that we will be able to cancel your order after it has been placed. If you need to cancel your order, please call us ASAP (within 3 business days of placing your order) at 573-346-7289 or email us at hotelsupplystore@sbcglobal.net and we will do our best to cancel your order. Or we can return the order deposit while you are willing to cancel.
H. How to request a sample or catalog?
Hotel Supply Store is happy to offer fabric swatches, finish samples, and catalogues (when available) for most of our items in order to help you select the right item every time. If you want to request these items, please contact us by emailing hotelsupplystore@sbcglobal.net or calling us at 573-348-1915.
Due to the high volume of samples we send out each month, we will now charge for samples. However, once you place the order for which the samples pertain to, you will be credited this amount on your invoice. For the samples, the shipping cost will be for the customer’s account.
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