FAQs

Yes! But not directly through our website. Contact us at (844) 810-9353 or email the purchase order to sales@edusupplydirect.com and we will contact you as soon as possible.

To indicate that you are tax exempt, send us a copy of your tax exemption certificate to support@edusupplydirect.com within 1 business day to avoid being charged tax.

Please locate your order number and call customer service at (844) 810-9353 immediately. We understand that you may decide you don’t want something after placing your order. It is important that you call us as soon as possible to cancel an order because we work to process and ship your items quickly. Once an item has shipped, you are responsible for all shipping costs (shipping to you and back to the manufacturer). Also, many of the items we sell are made to order and the manufacturer may charge you a restocking fee even if the order hasn’t shipped. We want to help you avoid these charges. We may also charge an extra 5% due to credit card processing fees and personnel costs.

‘Order Acknowledgment’ is final and binding. Any subsequent change is subject to approval at the sole discretion of EDUSupplyDirect.com. We reserve the right to increase the acknowledged price if such a change warrants any extra charge.

Accessorial Charges will be invoiced at cost and pre-quoted on request. This includes but is not limited to: delivery to limited access sites (mines, prisons, military, schools, and hospitals), blanket wrapped, inside deliveries, special charges for high-density urban areas, will calls, ‘call before’ requirements, and special delivery or inside delivery beyond dock-to-dock delivery.

The customer should notify edusupplydirect.com within 72 hours of delivery of any damage or loss of goods in transit. All deliveries must be checked at point of receipt and either signed for as damaged or refused if damaged. No replacement or refund will be provided for items which have been signed for as clear and without exception. Follow these procedures immediately upon receipt of shipment: You must inspect the freight at the time of delivery and note all damages on the Bill of Lading and Delivery Receipt (POD). If there is obvious and severe damage, receiver has a right to refuse delivery. Receiver also has a duty to mitigate the loss. For example, you should only refuse affected product. Upon discovery of the damages, the receiver must immediately report the damages to the carrier, asking for immediate inspection and an inspection report. The notification of damages must be followed up in writing by email. Unpack and inspect. Check your contents within 72 hours. If the shipment was delivered without noted damage but has CONCEALED DAMAGE, the receiver has five business days to report it to the carrier and request a ‘concealed damage inspection’. Tag and keep any packaging in which damaged goods are received in their original condition. Contact edusupplydirect.com Customer Service to initiate a case and arrange for a replacement product.

Yes, if damage is severe or you know that what is damaged will not be at all acceptable, you may refuse all or a part of an order. You must contact us immediately in either case. Should you refuse an order without evidence of damage justifying that decision, you may be liable for shipping costs both to and from your facility as well as any restocking charges applied by the manufacturer. If you have questions about returning the product, please contact us.

If the delivery time or day is inconvenient, you may request a delayed delivery. Generally, carriers can hold goods for a day without additional storage charge, but check with the carrier prior to committing to a delay.

Expedited shipping is available. Request this from our Customer Service Department. Please have the item(s), destination zip code, and delivery deadline ready when you call. This service cannot be done with online orders and must be called in.

You are assessed the same costs associated with returning useable merchandise, a re-stocking fee plus costs to ship both to and from your location.

Most of our larger items are shipped by common freight carriers and are dock-to-dock delivered. As some of our customers do not have receiving docks, customers are responsible for receiving goods at the tailgate of the delivery truck. We usually request a call 24 hours prior to delivery so that you have time to prepare and schedule the delivery. Lift Gate & Inside Delivery might be available for an extra charge depending on the freight carrier.

Dock-to-dock delivery means that a carrier loads items from the dock of the manufacturer’s facility and delivers it to another dock. Generally, heavy items are palletized and require a forklift or pallet jack to move larger quantities. As most schools, preschools, and other child-related businesses do not have dock facilities, their responsibility for the item begins at the end of the truck where the driver passes the goods down to the customer.

Freight truck drivers are required to deliver only as far as the back of their trailers. If you don't have a loading dock and there’s no one at your shipping address who can lift your order from the truck to the ground, the truck line will, at an additional charge, send a special truck equipped with a hydraulic lift. As a safety precaution, lift gate service is required on all items with shipping weights of 200 pounds or more. Where the item is of a delicate nature or significantly large and heavy, or the customer is unable to receive goods from the tailgate of the truck and has no receiving dock, a lift gate may be requested which allows goods to be lowered to street level for easier and safer handling.

“Inside Delivery” means the driver will take your shipment inside the first door of your building or onto your loading dock, generally up to no more than 50 feet. They may choose to not take it up any steps, inside or out. Drivers may ask for “driver assist,” which means they may ask the person receiving the shipment for help with bulky or cumbersome packages. Inside Delivery does not include delivery to another floor, unpacking, or stocking your order. This is an additional charge for the customer and should be stated at checkout with the appropriate shipping method. In other words, when a customer does not have a receiving dock and is unable to receive goods at the tailgate of a delivery vehicle, inside delivery may be requested at an additional cost. This service is generally limited to “first floor inside the door” placement with the driver unable to move product into offices and to other floors of the building.

If a driver exhibits rude behavior, refuses reasonable requests, or wishes for you to rush the process of unloading or checking items, you may either notate this on the paperwork or contact us while the driver is there and we will handle the situation on your behalf. Under no circumstances, should the driver attempt to coerce you into not performing an inspection or completing a hasty inspection of your goods.

What are accessorial charges? Freight companies ordinarily deliver to commercial buildings with loading docks. They typically deliver only as far as the back of the truck. Accessorial charges are the additional fees you pay in other delivery situations. For example, if you order heavy items and don't have a loading dock, the truck may need to be equipped with a lift gate, and the freight company charges extra for it. You can sometimes save on these charges by having your own people available to unload the truck and if you have a forklift available. But remember, unless you indicate that you need the driver's help, you shouldn't count on their assistance.

Orders shipping to Limited access locations may incur an accessorial charge. Limited access locations are all non-residential locations that do not fit in the standard business description. This means that churches, hospitals, farms, schools, universities, and various other location types fall under the limited access category. Locations can be deemed limited access for various reasons, whether it be for the inaccessibility to the public during standard business hours; remoteness; increased pedestrian traffic in the area, etc.