Frequently Asked Questions

Page Loading...

USING THE WEBSITE

Q: How do I place an order?

1. Enter the catalog number, UPC, or part of the description ("keyword") in the "Product Search" box in the center of the top banner. Alternatively, click on a product category on the left side of the screen or choose the manufacturer?s name in the drop-down list.
2. Enter the quantity in the box under the picture or click on the item for more details.
3. Click "add to cart". Go back to step (1) to continue shopping. Then click "checkout". You will be asked to provide shipping and credit card information (under a secure link) to complete your order.
4. Choose the option to set up an account when you start to check-out to view your order at a later date and save your order history. You can also save multiple carts and favorites for easy reference as described below.

 

Q: How do I set up an online account if I already have an existing account?
If your company already has a business account, please contact us to assist in creating your login so that it will be tied to your existing account.

Q: What is the best way to find the item I am searching for?
For best search results, search full or partial catalog numbers. If the item you are looking for does not show on the search results, that does not mean we do not have it. Please call us if you cannot find a product online.

Q: How can I quickly find items I have saved or ordered in the past?
If you have created an account:

1. Save your favorites on FAVORITE ITEM list. Create or add to your list by viewing the item and select the button to ?Add to List.?
2. Create multiple lists on SAVE CART. Save your items to a cart. Then ?view the cart? and select the button to ?Save the cart.? A prompt will ask you to name the cart. You can ?Manage Saved Carts? from the ?View Cart? page or on the ?My Account? page. These saved carts can also be shared with other users on your account. Some examples of types of carts that customers save are project name, type of service, and material type. An unlimited number of carts may be saved.
3. Open the ?Reorder Pad? button on the top of the banner. You will see a list of all the products that have been purchased on your account in the last 12 months. These items can easily be added to your cart. This list is sorted with the most recently purchased items first.

Q: Is there a quick way to create an order if I don?t have an account?
You can use the ?Quick Pad? to enter part numbers and quantities. If your item is not an exact match, the website will return a list of all the items that match your keyword.

Q: How do I review my account information online?
Select the ?My Account? tab on the top of the border and choose your option under ?Account Review.? You can review ?Open Bids? created by a Gordon sales person, ?Open Orders?, and ?Order History. Accounts with open credit can also review credit, purchase, and open balance information as well as monthly statements.

Q: How do I change my customer account information?
Select the "My Account" button on the top navigation bar. Select the type of information you want to change under "Account Management."

ORDERING QUESTIONS

Q: How do I cancel an order after it has been submitted?
If you need to cancel an item or the entire order, please call us immediately. We will do everything possible to accommodate your needs.

Q: What is your policy on special order items?
Items not found on our website including customized items may be "special ordered" if there is a large volume or high dollar value. Please call for more details.

Q: Do you charge sales tax?
Sales tax is charged on orders shipped within the States of Illinois and Indiana, unless tax exempt information is supplied prior to shipment. The tax rate used is the percent charged in the city and county to which the order is shipped. Sales tax is not charged on shipping fees.

Q: How do I track my order?
You will receive a confirmation email when your order is received. You will get a second email with a tracking number when your item has shipped. Occasionally tracking numbers are not available when an item is shipped directly from the manufacturer. Please contact customer service for assistance.

Q: What are your minimum order requirements?
Minimum order size is $35.00
In order to keep shipping and handling costs as low as possible, we have found it necessary to set a minimum order requirement.

Q: What is your credit card policy?
We accept Visa, Mastercard and American Express. Your personal information is sent to us on a secure server, which encrypts all of your personal information, including name, address, and credit card number. Encryption ensures that no one can access or use your personal information.

Q: What are your pricing policies?
We believe that all of the prices listed on our website are accurate, and they are monitored on a daily basis. Due to the volatility of some of our material, prices are only valid on the day of the order. Very rarely pricing errors arise. If a pricing discrepancy affects your order, we will contact you and ask you to decide whether you would like us to complete the order, change the order or cancel it.
Volume discounts are available. Please call to receive a quotation.

Q: Do you offer a PunchOut option?
Yes. Depending on your business needs, we offer PunchOut to select customers so that your buyers can access our website from their own procurement software.

RETURNS

Q: What is your return policy?
We will gladly refund the purchase for stock items in uninstalled, unused condition in their undamaged, original packaging. Returns must be made within 30 days of receiving your order (no exceptions). Request approval by contacting us to get a Return Merchandise Authorization Number (RMA #). Once your return has been approved, write the RMA# on the label, and send your return to Gordon Electric Supply's Distribution Center via a traceable service (ex. UPS, FedEx). Be sure to include Attn: Return Dept. RMA #___ on your address. Include a copy of the ship ticket and state the reason for your return and whether you would like to exchange the merchandise or be refunded by the original method of payment. Returns must include a Return Merchandise Authorization number (RMA#), so be sure to call us before returning any items.

Return items to:
Gordon Electric Supply
Returns Dept. RMA #____
1290 N. Hobbie St.
Kankakee, IL 60901

Please insure your shipment for its full value (the price paid for the merchandise). We cannot provide refunds, credits, exchanges or replacements for products that become damaged or lost in shipment to us.
Unfortunately, we cannot issue a refund for shipping charges, unless the product is defective or we made an error. In the rare situation that falls outside normal return policies, we will contact you and make every effort to work out a fair solution for both parties.
Some items are non-returnable or will require restocking charges unless defective, such as special orders of material that we do not carry in stock, cut wire, and generators.

Q: How do I return a defective item?
Although we only carry products from the very highest quality manufacturers, we occasionally encounter defectives. Subject to the product manufacturer?s warranty requirements, we will replace any defective product returned to us. Email or call us to request an RMA #. All returns must have an RMA# attached.

Q: What if the item arrives damaged?
Accept the shipment after noting the damage on the freight bill or bill of lading, and have the driver sign it. Concealed damages and shortages must be reported to Gordon within 3 days of delivery.
UPS: report the damage to Gordon on the day of delivery.
Common carrier: Because common carrier items are shipped FOB, it will be your responsibility to file a claim with the carrier.

USING THE WEBSITE

Q: How do I place an order?
  1. Enter the catalog number, UPC, or part of the description ("keyword") in the "Product Search" box in the center of the top banner. Alternatively, click on a product category on the left side of the screen or choose the manufacturer?s name in the drop-down list.
  2. Enter the quantity in the box under the picture or click on the item for more details.
  3. Click "add to cart". Go back to step (1) to continue shopping. Then click "checkout". You will be asked to provide shipping and credit card information (under a secure link) to complete your order.
  4. Choose the option to set up an account when you start to check-out to view your order at a later date and save your order history. You can also save multiple carts and favorites for easy reference as described below.

 

Q: How do I set up an online account if I already have an existing account?
If your company already has a business account, please contact us to assist in creating your login so that it will be tied to your existing account.

Q: What is the best way to find the item I am searching for?
For best search results, search full or partial catalog numbers. If the item you are looking for does not show on the search results, that does not mean we do not have it. Please call us if you cannot find a product online.

Q: How can I quickly find items I have saved or ordered in the past?
If you have created an account:

1. Save your favorites on FAVORITE ITEM list. Create or add to your list by viewing the item and select the button to ?Add to List.?
2. Create multiple lists on SAVE CART. Save your items to a cart. Then ?view the cart? and select the button to ?Save the cart.? A prompt will ask you to name the cart. You can ?Manage Saved Carts? from the ?View Cart? page or on the ?My Account? page. These saved carts can also be shared with other users on your account. Some examples of types of carts that customers save are project name, type of service, and material type. An unlimited number of carts may be saved.
3. Open the ?Reorder Pad? button on the top of the banner. You will see a list of all the products that have been purchased on your account in the last 12 months. These items can easily be added to your cart. This list is sorted with the most recently purchased items first.

Q: Is there a quick way to create an order if I don?t have an account?
You can use the ?Quick Pad? to enter part numbers and quantities. If your item is not an exact match, the website will return a list of all the items that match your keyword.

Q: How do I review my account information online?
Select the ?My Account? tab on the top of the border and choose your option under ?Account Review.? You can review ?Open Bids? created by a Gordon sales person, ?Open Orders?, and ?Order History. Accounts with open credit can also review credit, purchase, and open balance information as well as monthly statements.

Q: How do I change my customer account information?
Select the "My Account" button on the top navigation bar. Select the type of information you want to change under "Account Management."

ORDERING QUESTIONS

Q: How do I cancel an order after it has been submitted?
If you need to cancel an item or the entire order, please call us immediately. We will do everything possible to accommodate your needs.

Q: What is your policy on special order items?
Items not found on our website including customized items may be "special ordered" if there is a large volume or high dollar value. Please call for more details.

Q: Do you charge sales tax?
Sales tax is charged on orders shipped within the States of Illinois and Indiana, unless tax exempt information is supplied prior to shipment. The tax rate used is the percent charged in the city and county to which the order is shipped. Sales tax is not charged on shipping fees.

Q: How do I track my order?
You will receive a confirmation email when your order is received. You will get a second email with a tracking number when your item has shipped. Occasionally tracking numbers are not available when an item is shipped directly from the manufacturer. Please contact customer service for assistance.

Q: What are your minimum order requirements?
Minimum order size is $35.00
In order to keep shipping and handling costs as low as possible, we have found it necessary to set a minimum order requirement.

Q: What is your credit card policy?
We accept Visa, Mastercard and American Express. Your personal information is sent to us on a secure server, which encrypts all of your personal information, including name, address, and credit card number. Encryption ensures that no one can access or use your personal information.

Q: What are your pricing policies?
We believe that all of the prices listed on our website are accurate, and they are monitored on a daily basis. Due to the volatility of some of our material, prices are only valid on the day of the order. Very rarely pricing errors arise. If a pricing discrepancy affects your order, we will contact you and ask you to decide whether you would like us to complete the order, change the order or cancel it.
Volume discounts are available. Please call to receive a quotation.

Q: Do you offer a PunchOut option?
Yes. Depending on your business needs, we offer PunchOut to select customers so that your buyers can access our website from their own procurement software.

RETURNS

Q: What is your return policy?
We will gladly refund the purchase for stock items in uninstalled, unused condition in their undamaged, original packaging. Returns must be made within 30 days of receiving your order (no exceptions). Request approval by contacting us to get a Return Merchandise Authorization Number (RMA #). Once your return has been approved, write the RMA# on the label, and send your return to Gordon Electric Supply's Distribution Center via a traceable service (ex. UPS, FedEx). Be sure to include Attn: Return Dept. RMA #___ on your address. Include a copy of the ship ticket and state the reason for your return and whether you would like to exchange the merchandise or be refunded by the original method of payment. Returns must include a Return Merchandise Authorization number (RMA#), so be sure to call us before returning any items.

Return items to:
Gordon Electric Supply
Returns Dept. RMA #____
1290 N. Hobbie St.
Kankakee, IL 60901

Please insure your shipment for its full value (the price paid for the merchandise). We cannot provide refunds, credits, exchanges or replacements for products that become damaged or lost in shipment to us.
Unfortunately, we cannot issue a refund for shipping charges, unless the product is defective or we made an error. In the rare situation that falls outside normal return policies, we will contact you and make every effort to work out a fair solution for both parties.
Some items are non-returnable or will require restocking charges unless defective, such as special orders of material that we do not carry in stock, cut wire, and generators.

Q: How do I return a defective item?
Although we only carry products from the very highest quality manufacturers, we occasionally encounter defectives. Subject to the product manufacturer?s warranty requirements, we will replace any defective product returned to us. Email or call us to request an RMA #. All returns must have an RMA# attached.

Q: What if the item arrives damaged?
Accept the shipment after noting the damage on the freight bill or bill of lading, and have the driver sign it. Concealed damages and shortages must be reported to Gordon within 3 days of delivery.
UPS: report the damage to Gordon on the day of delivery.
Common carrier: Because common carrier items are shipped FOB, it will be your responsibility to file a claim with the carrier.