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.
The preferred payment method for Web ordering is credit card. We accept MasterCard, Visa and American Express. Billing terms are also accepted on preapproved accounts.
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.
If your organization qualifies as being tax exempt, please fax or mail us a copy of your exemption certificate to:Gaylord Bros., Inc.
If you do not have tax-exempt status, sales tax will apply to your order.
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.
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.
Yes, you may download and print our order form here.
You can also request paper versions of these catalogs, as well as many other specialty and sale catalogs through our Request a Catalog page.
Our huge range of Wilsonart laminates can be viewed here or on most applicable product pages.
If a product is backordered or made to order, we will generally let you know on the order confirmation email. 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 email@example.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).
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 firstname.lastname@example.org.
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 email@example.com or 1.800.448.6160.
If you contact us quickly at 1.800.448.6160, we may be able to change your 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.
You can view your order history by logging in to My Account and selecting My Orders.
Creating an account gives you access to many great features on our site:
Click Create an Account at the top of any page, complete the registration form and you're all set.
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:
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 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.
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.
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.
Yes, the following services are available for an additional charge. Please contact customer service at firstname.lastname@example.org or 1.800.448.6160 for more information on any of these services.
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 email@example.com or 1.800.448.6160, and we may be able to assist you in tracking your package.
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 firstname.lastname@example.org or 1.800.448.6160 for assistance.
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 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.
Please call customer service at 1.800.448.6160 or email firstname.lastname@example.org and we'll help process your return quickly and easily.
In the event that a product arrives damaged or is broken through use, please contact customer service at email@example.com or 1.800.448.6160, and we will assist you in obtaining a replacement or a repair.