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E-Commerce FAQs

  • What forms of payment do you accept?
  • All payments are securely processed through PayPal. Hoffmaster does not have access to any credit card information. The following forms of payment are accepted: Visa, MasterCard, American Express, Discover, and PayPal.

  • Terms of Sale
  • Prices and item specifications are subject to change without notice.
    All orders are subject to acceptance by Hoffmaster.com.  No rush orders are allowed. Hoffmaster will make every effort to ship your order in its entirety. However, if for some reason we are unable to do so, a customer service representative will contact you.
    Orders received prior to Noon Eastern Standard Time (EST) will be scheduled to ship in 3 business days.  Orders received after Noon EST will ship in 4 business days.  Once your order ships, you’ll receive a confirmation email from FedEx with tracking information.
  • For product returns please contact us at 800-327-9774.  Returns will be subject to a 25% restocking fee, return freight paid by the customer, and the product must be less than one year old. 

  • Sales Tax & Exempt Information
  • Hoffmaster.com automatically charges and withholds the applicable sales tax for orders that are delivered to addresses.  If you are a Tax Exempt organization, you must provide the Tax Exempt Certificate after your initial purchase.  Hoffmaster will verify all Tax Exempt Indentification number so future orders will not be taxed. We will issue a credit for sales tax on your initial order. Please contact us at: marketing@hoffmaster.com if you have further questions.

  • International Customs & Duties
  • At this time, Hoffmaster.com can only ship items within the United States. If you are an international customer please contact us at 800-327-9774 to place your order.

  • Can I customize products?
  •  We can custom print Napkins, Guest Towels, Placemats, and Traymats, etc.  For custom print information and minimum order quantities please email marketing@hoffmaster.com or contact your Hoffmaster sales representative.

  • How do Loyalty Points work?
  • The loyalty points program applies only to stock products purchased at hoffmaster.com. Loyalty points are not valid on any other orders.  Loyalty points cannot be used for hot stamp napkins, freight or tax and expire after 18 months in conjunction with your order history. For every dollar you spend on hoffmaster.com you will earn 1 loyalty point.  Once you earn 500 loyalty points you will receive $50 to apply toward Hoffmaster products.

  • Shipping Methods
  • All shipping will be handled through FedEx. We offer FedEx shipping options:
  • Ground
  • Two Day
  • Standard Overnight
  • Priority Overnight
  • Shipping costs are calculated during checkout. FedEx cannot deliver to Post Office (PO) Boxes, but they will deliver to most United States Rural Routes. We do not ship on Saturdays, standard business days only (Monday-Friday).  Due to Hoffmaster's holiday schedule, there will be no shipments on:
  • Thursday and Friday, November 26 & 29, 2015
  • Thursday and Friday, December 24 & 25, 2015
  • Friday, January 1, 2016
  • Monday, February 15, 2016
  • Friday, March 25, 2016
  • Monday, May 30, 2016
  • Monday, July 4, 2016
  • Monday, September 5, 2016
  • How long does it take to receive my order?
  • Most estimated transit times for FedEx ground deliveries will be no more than 4 business days from the day your items are shipped. To better estimate your transit times, please visit FedEx’s website.
    If you wish to ship items to an APO or FPO address, please enter either "APO" or "FPO" in the City field.
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