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Frequently Asked Questions

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 helpright here at our headquartersso you can trust in the fact that we have the knowledge, resources and dedication to give you the support you deserve.

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  • What are my payment options?

    The preferred payment method for Web ordering is credit card. Billing terms are also accepted on pre-approved accounts.

  • What is a discount code?

    Discount codes include priority codes, bid codes and contract codes. When entered in your shopping cart, discount codes will calculate savings, award shipping discounts and/or make certain items free, depending on the promotion.

    Bid codes are used when you have requested a 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. Entering your contract code in your cart will give you discounts based on the details of your contract.

  • Do you charge sales tax?

    If your organization qualifies as being tax exempt, please fax or mail us a copy of your exemption certificate to:

    Gaylord Bros., Inc.
    Attn: Accounts Receivable
    P.O. Box 4901
    Syracuse, NY 13221-4901
    Fax: 315-457-9655

    If you do not have tax-exempt status, sales tax will apply to your order.

  • How can I receive special offers from Gaylord?

    Sign up for our emails to receive the latest product info, featured content, great discounts, free shipping offers and more.

    Our sales catalogs offer discounts and solutions 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 quote for a large order?

    For special projects and large volume orders, our bid department can give you the best value. Simply request a quote and you will be contacted shortly about your order.

  • Do you have an order form I can use to place an order by mail?

    Yes, you may download and print our order form here.

  • How can I view/receive your catalogs?

    With our new e-catalogs, you can immediately browse our Reference and Archival catalogs with the added convenience of shopping online directly from the catalog.

    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.

  • Where can I view your large selection of Wilsonart laminate colors?

    Our huge range of Wilsonart laminates can be viewed here or on most applicable product pages.

  • How will I know if a product is backordered?

    If a product is backordered or made to order, 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. In many cases, the product will ship sooner than is specified, but we cannot guarantee that. The approximate ship date indicates the typical amount of time it takes to ship the item under normal circumstances.

    You can contact customer service at customerservice@gaylord.com or 1.800.448.6160 to inquire about the status of an item, or track your order under My Account > My Orders (Please note: You must be logged in to access the order history/tracking page).

  • How can I place an order if I do not live in the US?

    In Canada, we have several dealers you can easily order our products through. To find a dealer near you, please contact customer service at 1-800-841-5854.

    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. 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 international@gaylord.com.

  • How can I track my order?

    You can track your order online through My Account > My Orders (Please note: You must be logged in to access My Orders). You can also contact our customer service representatives at customerservice@gaylord.com or 1.800.448.6160.

  • Can I change my order after it’s placed?

    If you contact us quickly at 1.800.448.6160, we may be able to change your order.

  • Can I cancel my order?

    If you contact us quickly at 1.800.448.6160, 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.

  • Where can I view my order history?

    You can view your order history by logging in to My Account and selecting My Orders.

  • What are the benefits of registering your account at Gaylord.com?

    Creating an account gives you access to many great features on our site:

    • Store shipping and billing addresses so you don't need to re-enter everything the next time you shop
    • Review your order status and track your order online
    • View your order history and quickly re-order—great for recurring supply orders
    • Create and save Wishlists for future purchases
  • How do I register my account with Gaylord.com?

    Click Create an Account at the top of any page, complete the registration form and you're all set.

  • How do I manage my account with Gaylord.com?

    Click Sign In at the top of any page. After you sign in, you will be taken directly to your account page. The My 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.

  • What if I forgot my password?

    If you are trying to log in to your account and cannot remember your password, simply click "I forgot my password" or click here, and we will send you an email with a link to reset your password. For your security, your password reset link will expire in 30 minutes.

  • How can I change my email address?

    To change your email address, simply sign in and go to My Account > Profile > Update personal details. After you change your email address, you will use the new email address to log in to your account going forward.

  • 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.

  • Do you have additional shipping services available?

    Yes, the following services are available for an additional charge. Please contact customer service at customerservice@gaylord.com or 1.800.448.6160 for more information on any of these services.

    • 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 customerservice@gaylord.com or 1.800.448.6160, and we may be able to assist you in tracking your package.

  • Do you offer professional assembly and installation services?

    Yes, at an additional charge. If you are interested in assembly or installation services, we strongly recommend that you tell your sales representative when you request a quote. If you need assembly or installation services for a product you have already purchased, please contact customer service at customerservice@gaylord.com or 1.800.448.6160 for assistance.

  • 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 1.800.448.6160 or email us at customerservice@gaylord.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 do I return a purchase?

    Please call customer service at 1.800.448.6160 or email customerservice@gaylord.com and we'll help process your return quickly and easily.

  • 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.
  • Product Repairs

    In the event that a product arrives damaged or is broken through use, please contact customer service at customerservice@gaylord.com or 1.800.448.6160, 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 customerservice@gaylord.com or 1.800.448.6160, and we will help you find a replacement part on our site or through the manufacturer.