Use our easy-to-browse FAQs or contact our friendly customer service team for assistance.
Browse our FAQs
This page contains answers to many frequently asked questions. Just click the tabs below to navigate to different topics. Click on the questions at the top of each tab to jump directly to the answer. If you can't find the information you need, our customer service team is here to help—right here at our headquarters—so you can trust in the fact that we have the knowledge, resources and dedication to give you the support you deserve.
What are my payment options?
The preferred payment method for Web ordering is credit card. Billing terms are also accepted on preapproved accounts.
What is a priority/bid/contract code?
Priority codes are used to accurately and efficiently process your order, while giving you special deals, offers and pricing based on current promotions and sales. When entered in your shopping cart, priority codes will calculate savings, award shipping discounts and/or place free items in your cart, depending on the promotion.
Bid codes are used when you have requested a bid quote and you would like to place that order online once a price is agreed upon. Entering your bid code in the shopping cart ensures that you receive accurate pricing for your bid.
Contract codes are for customers who are part of a special pricing contract with Gaylord. Using your contract code while in your shopping cart will give you special pricing and discounts, depending on the details of your contract. Be sure to use your contract code with every order for great savings.
Where do I enter my priority/bid/contract code?
We currently allow you to enter codes at the order level (applies to your entire order) or at the line item level (applies only to a specific product). This allows you to use different codes for different items; however, you can only use one code per item.
To apply a priority, bid or contract code to your entire order, enter the code in the "Contract/Bid No./Priority Code" field located at the top of the shopping cart page (see arrow in screenshot below). The code will then automatically appear on the left-hand side of each line item. To remove the code, simply delete it from the top field where you originally entered it, click out of the field and the page will update itself.
To apply a priority, bid or contract code to a specific product, enter the code in the "Code" field next to the item(s) it applies to. The below screenshot shows an example of an order that has two line item priority codes.
We often provide special content and exclusive sales and offers, including product giveaways, for those who like our Facebook page. Click "Like" on our page here and be sure to check back regularly to see what special offer is waiting for you!
Our sales catalogs offer monthly discounts and solutions for select products that are important to you. You can join our mailing list by calling customer service, or you can request individual catalogs, free of charge, from our Request a Catalog page.
How do I request a bid or quote?
For special projects and large volume orders, our bid department can give you the best value. Simply fill out the bid form and you will be contacted shortly about your order.
How can I place an order quickly?
If you have the Gaylord part numbers of the products you need right in front of you, our Quick Order form allows you to quickly fill your cart and place your order. You can access it from the homepage, as well as find it at the top of every page in the header.
If you have ordered with us before and would like to place a repeat order, you can easily log in to your account, view your past orders and add them to your cart to quickly order the same products and quantities.
You can also request paper versions of these catalogs, as well as many other specialty and sale catalogs through our Request a Catalog page.
What is your Free Layout and Design Service?
Whether you need to tackle an entire library or just one specific area, our Free Layout and Design Service will help you design—or redesign—your space. When placing a large furniture order, we encourage you to enlist our help in planning your space. Our layout and design service is completely free of charge to both new and existing customers. To learn more about our layout and design service, click here, or read this Library Works article.
You may contact our Free Layout and Design Service at 1-866-784-7282, option #9.
What if a product is backordered?
If a product is backordered, we will generally let you know when you add the item to your cart. An approximate ship date will be listed next to the individual item. Often this date is based on the time it takes to manufacture the product, and in many cases the product will ship sooner than is specified. However, we cannot guarantee that and therefore list the typical amount of time it takes to ship the item under normal circumstances.
You can contact customer service at email@example.com or 1-800-962-9580 to inquire about the status of an item, or track your order through our website here (Please note: You must be logged in to access the order history/tracking page).
For our Federal Government customers outside of the contiguous United States (OCONUS), we have a Federal Government representative that can be reached by calling (001) 315-457-5070 ext. 8832. For more information, visit our Federal Government Contracts page.
For our other international customers (including US territories), we have a dedicated international department ready to assist you with placing an order by phone at (001) 315-457-5070 ext. 8243 or by email at firstname.lastname@example.org. You can also visit our international page for more information.
Para asistencia en Español por favor contáctese al teléfono (001) 315 634 8667 o envíe un correo electrónico a email@example.com.
Can I cancel my order?
If you contact us quickly at 1-800-962-9580, it is possible that we may be able to cancel your order. If your order has already shipped, we will not be able to cancel your order, but we can assist you with processing your return.
How do I manage my account with Gaylord.com?
Click the "Login" link at the top of any page to sign in, then click the “Your Account” link, also at the top of any page. The "Your Account" page gives you access to the following features:
Change your password
Change your account info, including your mailing and email addresses
Set up additional billing and shipping addresses
View your account history and track placed orders
What is my account number?
Your account number can be found in the light yellow box on the back of your catalog or flyer, or in the upper right-hand corner on your bid/quote or contract price list. If you do not have a catalog or have not ordered from us before, select "I do not have a Gaylord account number" when registering your account.
What if I forgot my password?
If you are trying to log in to your account and cannot remember your password, simply click the button for “Password Help” or click here, and we will send you an email with your password.
How do I use My Lists?
The My Lists feature allows you to save time by creating shopping lists to assist with purchase approval, reordering everyday supplies and new hire supplies, managing orders for multiple departments and more! You can easily add lists to your cart to complete your purchase.
To create a list, simply add products you desire to your cart and, when finished, click the “Save Cart” button. You will then be asked to enter a description for your list. Once you have done so, you will be taken to the My Lists page, where you can view all of the lists you have saved. You can add one or multiple lists to your shopping cart to purchase items in the list. You also have the ability to delete lists.
You can access your lists at any time by logging in to your account and clicking My Lists at the top of every page.
What shipping methods are available?
Unless otherwise specified, all shipments are billed FOB origin and sent via FedEx, USPS or common carrier depending on weight, size and quantity of your order.
Items too heavy or too large to ship by small carrier will be shipped LTL common carrier. Charges will be calculated based on the weight, quantity and overall dimensions of your order.
Our shipping and processing charges include the cost of processing your order, handling and packaging the products and delivery.
Before signing your delivery receipt, check for external damage and make sure you have all the cartons listed. Note any damage or shortage on your delivery receipt. If you find damage after delivery, contact customer service and we will assist you in filing a claim and obtaining a replacement. You must retain the damaged cartons and inner packing materials for expedited replacement and/or credit. Failure to do so may result in loss of claim.
Inside Delivery: Inside delivery means the freight carrier, when conditions permit, will bring your order just inside the door to the first floor location. Additional inside delivery charges will be incurred for delivery requests that are made for areas beyond the inside of the first floor door. Deliveries beyond the first floor will only be made if an elevator is available for use. The additional costs will be determined based upon the items being delivered and the final location.
Power Tailgate Delivery: Used when orders are heavy and location does not have a loading dock. A power tailgate allows items to be lowered off a truck for delivery.
Extra Man: Provides additional assistance to the driver on heavy and/or large quantity orders.
How do I track my shipment?
With most orders, you will be sent an email with shipment tracking information once your order has been shipped (Please note: This email is separate from your order confirmation email). You may then use this tracking information on the shipping service's website to track the location and status of your package. If you do not receive an email with shipment tracking information, please contact customer service at firstname.lastname@example.org or 1-800-962-9580, and we may be able to assist you in tracking your package.
What is your 100% Satisfaction Guarantee?
Your satisfaction with our products and service is our top priority. If you're not completely satisfied with your order, call our customer service department at 1.800.962.9580 or email us at email@example.com within 6 months of the invoice date and we'll work with you to find the best solution.
Custom products, special orders and international orders are not eligible for return unless received defective or damaged. Any item with a choice of color, finish, personalization or other customer-selected feature is considered made to order and is not returnable.
Stocked products eligible for return must be in their original packaging and in resalable condition unless received defective or damaged. Returns may be subject to restocking fees and return freight charges.
If you're not 100% satisfied with our products or service we'll make it right. That's our Gaylord promise to you.
How can I return a purchase?
All returns must be accompanied with a Return Authorization (RA) number. This will ensure quick and accurate processing of your return. For your convenience, we provide three easy ways for you to obtain your RA#:
Call customer service at 1-800-962-9580 and request an RA#.
Complete the Return Authorization form on the back of your packing slip and fax it to 1-800-272-3412.
When you have your RA#, simply enter it in the appropriate space on the Return Form printed on the back of the packing slip and enclose the form with your product return.
Can I exchange a purchase?
At this time we do not allow exchanges. We recommend you return your existing item and place a new order for the item you would like to exchange it for. If you need assistance, please contact customer service at firstname.lastname@example.org or 1-800-962-9580.
Gaylord® Warranty Information
Gaylord Bros. warrants to the purchaser that Gaylord® brand furniture is free of defects in materials and workmanship under normal use and service for a period of five (5) years from the date of shipment, and that Gaylord® manufactured supply products are free of defects in materials and workmanship under normal use and service for a period of one (1) year from the date of shipment. Under this Warranty, Gaylord Bros.' obligation is limited to repairing or replacing, at its option, articles that are returned within the warranty period and that, after examination, are shown to Gaylord Bros.' satisfaction to be defective. This Warranty does not apply to any loss or claim due to its theft, abuse, modification, improper care, neglect or the normal wear and tear of the covered products.
Products manufactured by third parties are limited to the terms of the manufacturer's warranty.
Gaylord Bros. makes no other warranties, express or implied, including any implied warranties of merchantability or fitness for any particular purpose. Gaylord Bros. shall not be liable for direct, indirect, incidental, consequential or special damages of any kind resulting from any use or failure of the products for any reason.
In the event that a product arrives damaged or is broken through use, please contact customer service at email@example.com or 1-800-962-9580, and we will assist you in obtaining a replacement or a repair.
Replacement Parts If you require a replacement part for one of our products, please contact customer service at firstname.lastname@example.org or 1-800-962-9580, and we will help you find a replacement part on our site or through the manufacturer.
Gaylord Bros. uses modern security technology and works hard to provide the safest ordering process possible. Gaylord Bros. uses a digital ID issued by VeriSign to encrypt sensitive information in a manner that can be decrypted only by Gaylord Bros. This combined with your use of a current, properly configured and secure browser encrypts the information that you enter during the checkout process before it is sent across the Internet. The indication that the encryption process is in place is normally a graphic of a closed lock in the lower left- or right-hand portion of the browser window. Once the information is received through the Internet, the data is handled in the same manner as orders received via the phone, fax or mail.