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FAQ

Frequently Asked Questions

My log-in and password no longer work. What do I do?

When we launched our new website in August 2017, we were unable to transfer account information to the new site. You will need to set up a new account on our site using these step-by-step instructions:

  1. Click here or go to “Sign in” under “My Account” in the upper right-hand corner of Hoffmaster.com
  2. Click on “Forgot Your Password?”
  3. Enter your email address.
  4. You will receive an email to reset your password. Follow the directions in this email.
  5. Update your account information, as needed, including shipping addresses and payment options.

What am I able to do within my customer account?

You are able to:

  • Store, add and delete credit card information
  • Change your payment options
  • Store, add and delete shipment addresses
  • Review past orders and payments
  • Add products to a favorites list

Can I place an order directly with Hoffmaster if I have a distributor?

Hoffmaster prefers that end-user accounts work directly with their distributors. If you do not currently have a distributor and would like to set up an account with one in your area, please contact your local sales representative.

What is the order minimum for pre-paid freight?

200 cases of stock product.

Can I order less than 200 cases of stock product?

Yes; however, freight will be added to the order.

Can I customize products?

We can custom print Digital Beverage Napkins. Click the “Customize” tab to see which products can be customized. For products that are customizable, simply add text and graphics to the product and preview the product before you submit your order. You can even save your design and share your custom product with friends and followers on social media platforms.

Can custom print and stock orders ship together?

No, custom print and stock orders are entered with different lead times and have different order minimums.

What is the lead-time for orders?

Stock orders ship in 72 business hours.

Customized Products ship in 15 business days.   

What is Hoffmaster’s return policy?

Active stock products purchased within the year are returnable. Pre-authorization is required in order to return product. Customer is responsible for return freight and 25% restocking fee. Seasonal and Custom Print products are non-returnable. Please contact Customer Care at 800-327-9774 for additional details.

Why was the loyalty rewards program discontinued?

The loyalty rewards program was replaced by a coupon rewards program. Loyalty points earned and not used before July 28, 2017, have been converted into a coupon code that can be used at checkout.

How do I use my coupon code?

You have received one or more coupon code(s) by email. You may enter that code in the coupon code prompt at checkout.

Can I use more than one coupon for an order?

Yes, you may use more than one coupon code in your order and enter multiple coupon codes at checkout.

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.

What are your 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 Central Standard Time (CST) will be scheduled to ship in 3 business days. Orders received after Noon CST 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.

Do you charge sales tax on orders?

Hoffmaster.com automatically charges and withholds the applicable sales tax for orders that are delivered to addresses.

What if I am ordering for a Tax Exempt organization?

If you are a Tax Exempt organization, you must provide the Tax Exempt Certificate after your initial purchase. Hoffmaster will verify all Tax Exempt Identification number so future orders will not be taxed. We will issue a credit for sales tax on your initial order. Please contact us at 800-327-9774 if you have further questions.

What information is available about my order?

Once you place an order, you will receive an order confirmation and shipment notification with tracking information. Your order history also will be available to make reordering a breeze within your account!

Are there other features that will help me with my order?

With the easy email signup and new blogs posted each month, you’ll be notified about new products and great ideas on uses for Hoffmaster products.

I am an international customer. How do I place an order?

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.

Which shipping methods do you use?

All shipping will be handled through FedEx. We offer FedEx shipping options:

  • Ground
  • Two Day
  • Standard 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:

  • Monday, September 4, 2017
  • Thursday and Friday, November 23 & 24, 2017
  • Friday, Monday, and Tuesday, December 22, 25, & 26, 2017

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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