Frequently Asked Questions

Here at School Outfitters, we hope to make the shopping experience enjoyable for each and every customer. Our knowledgeable sales team is available to help you with any questions you may have, but we also want to provide immediate assistance for customers who prefer ordering online. The Frequently Asked Questions below address many of the inquiries we hear from our customers. If you would rather talk directly to a member of our sales team, give us a call at 1-800-260-2776.

Shipping
   1. How much will I pay in shipping & handling?
   2. What is the difference between UPS and freight shipping methods?
   3. How can I lower my shipping & handling costs?
   4. Can I have my items shipped to a location outside of the U.S.?
Catalog
   5. Do you have a catalog?
Returns
   6. Can I return an item?
Contact Us
   7. How do I contact you?
Ordering
   8. How do I place an online order?
   9. How do I use a purchase order to pay for my items?
   10. Do you rent products to customers?
Order Cancellations
   11. How do I cancel an order?
Sales & Promotions
   12. Do you have a sale section or run promotions?
Security
   13. How can I be sure that the information I provide is secure?
Warranty
   14. How long are my items under warranty?
Help
   15. I need additional information. What can I do?


1. How much will I pay in shipping & handling?
Because of differences in size, weight and manufacturer, shipping costs vary from item to item. The easiest way to figure out estimated shipping costs is to use the shipping calculator, which you’ll find on each of our product pages. Just click on the “Get an Estimated Shipping Cost” button, enter the quantity and the zip code to where the item or items will be delivered and click “Calculate.” Your estimated shipping costs for the item or items will pop up in red type within the box. You don’t need to create an account or sign into an existing account to use the shipping calculator, so it is a quick and easy option.

You may notice a message next to the quantity box that reads, “For a shipping quote on more than xx, please call 1-800-260-2776.” Sometimes freight companies have discounts or additional fees for certain items ordered in large quantities. The numbers are a little tricky, so it’s best that you work with us over the phone to get the lowest price on these large-quantity orders.

The shipping costs shown on the calculator are estimated costs that we give to you for a quick, ballpark figure to help with your planning. Some large items may come with other costs like assistance with unloading, etc.

Your final shipping costs are shown during the “Shipping Review” step of the checkout process.

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2. What is the difference between UPS and freight shipping methods?
Smaller, lighter items ship via UPS. Items that are large, bulky or extremely heavy, usually arrive by freight delivery and are carried on a semi truck. Freight deliveries are delivered only as far as the back of the truck, which means the driver won’t carry your goods into the school. If you don’t have a loading dock, you can arrange for the driver to move the items inside for an additional charge. We will ask you a few questions in the “Shipping Info” section of our checkout process that will help us come up with exact shipping costs. Your total shipping charges are displayed on the “Shipping Review” section of the checkout process.Check the specifications section of each item to find out if it ships via UPS or freight.

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3. How can I lower my shipping & handling costs?
You will find that some items on our site ship for free. Look for the logo on the product pages for these items. Keep in mind that the per-unit cost of shipping almost always goes down as your order quantity increases. Plus, you usually get a better overall rate by ordering as many items as possible from the same manufacturer.


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4. Can I have my items shipped to a location outside of the U.S.?
Yes. Call our friendly sales team at 1-800-260-2776 to arrange for delivery outside of the U.S.


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5. Do you have a catalog?
We do not print a catalog, but offer thousands of products on our website. We believe that our site is actually easier to shop than a catalog; click on a category in the list on the left, search for a specific product by entering its name or SKU in our search box and clicking “Go” or browse by manufacturer. Plus, we are constantly adding new products to our website, not just once or twice a year when a catalog would come out.

If you want help in your search or need more information about a product, give our sales consultants a call at 1-800-260-2776. They know a lot about our products and are happy to work with you.


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6. Can I return an item?
Most items we sell are returnable. Be sure to inspect your order for damage and accuracy as soon as it arrives. If you see a problem, refuse the delivery and call us at 1-800-260-2776. Occasionally, delivery drivers do not give you enough time to inspect the shipment, or the order is delivered while you are not there. If the driver does not allow you time to inspect your shipment, sign for it, noting "damaged" on the bill of lading.

You’ll need to fully inspect your merchandise within two weeks of receipt. If you find you have a problem with damage or an incorrect shipment, you must contact us during this period. We cannot be held responsible for damages or incorrect shipments if you wait beyond this period to inform us. As long as you contact us during this period, any item that is damaged when it arrives or that does not arrive as ordered (size, color, or features were not as you specified) will be promptly replaced by us at no additional cost to you.

If you order something and it arrives as ordered but you decide you want or need to return it, you will be responsible for all shipping charges, including return charges. You must contact us within two weeks to return these items. In some cases, you will be charged a restocking fee of 15-30% by the manufacturer. (We will try our best to get the restocking fee waived by the manufacturer but we are not always successful.) So if you're not sure about a color or a size, please ask. We want to help you make your purchase exactly what you want on the first try.

There are a few types of items we sell that have additional return restrictions. Please make note of these special cases:

Food Service Items

  • If a food service item has been uncrated but is still unused, it may be re-crated and returned to the manufacturer provided it is still in its original condition. However, the restocking fee on these items is typically 25-35%, and you will also be responsible for the return shipping charge. Written authorization from the manufacturer is required prior to returning food service items.
  • Once a food service item has been used, it may not be returned. If there is a mechanical problem with a food service item under warranty, the manufacturer will repair or replace it at no charge to you.

Outdoor Play Equipment

  • You may return outdoor play equipment as long as it has never been installed or been in storage for more than six months. You will be responsible for the cost of return shipping and any restocking fees, and a prior written return authorization from the manufacturer is required.

Custom Items

A number of items we sell—including some food service and outdoor play items—are made to order and are considered “custom.”
  • Some custom items may be purchased directly from our website. Their product descriptions will always include the following notice: Custom—sorry, no returns.
  • Other custom products are available only when you speak with one of our sales consultants. They will always remind you if an item you are ordering is nonreturnable and will include that information on any quote they provide you.

Customer-Assembled Items

  • Some of our manufacturers consider user-assembled products “used” once they have been put together, even if they are disassembled for return. As such, they may not be returnable.

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7. How do I contact you?
There are several ways to contact us. Our sales team is available Monday-Friday, 8 a.m.-8 p.m. Eastern and can be reached by phone at 1-800-260-2776. We also offer online chat during the same business hours so our web shoppers can easily consult with a sales representative as they use our site. The “Chat Live” button is located in the top bar of each of our web pages. You can also e-mail us at helpdesk@schooloutfitters.com, or fax us at 1-800-494-1036.

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8. How do I place an online order?
Ordering online is simple:
1. Once you find the product you want, check the right side of the page for any available options and select those you want.
2. Enter the quantity of the item you want to purchase in the "Quantity" box.
3. Click the "Add to Cart" button. You'll be taken to your shopping cart, which holds your purchases until you're ready to check out.
The shopping cart displays the item(s) you're ordering, the options you've chosen and the quantities you've indicated. These can be changed at any time. (An important note: if you change the quantity, click on the "Update Cart" button to see the adjusted price.) You can continue shopping by clicking on "Back to Shopping." To check out and finish your order, click "To Checkout."

If you're a returning customer and you are signed in to your account, your shipping information will be displayed; you can edit the information if your address has changed or you would like to add another address. First-time buyers will need to enter shipping information. Click “Continue” and enter payment information. Once you've filled in your shipping and payment information, review your selections and click "Place Order". That's all there is to it! You'll receive an e-mail receipt within minutes.

You will receive an order confirmation number that you should print out or write down.
New customers can create an account by simply entering a password on the order confirmation page and clicking “Continue.” Our system will remember your information so you don’t have to enter it again the next time you order. You don’t have to create an account to order, but it does make the process a little easier for you.


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9. How do I use a purchase order to pay for my items?
We are happy to accept your purchase order for payment. Simply fax a copy of your purchase order to 1-800-494-1036 or mail it to us at:
3736 Regent Ave.
Cincinnati, OH 45212-3724
Once we receive your purchase order, your order will be processed. We'll call to remind you about this.


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10. Do you rent products to customers?
No. All of our products are new and unused.


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11. How do I cancel an order?
We understand that you may decide that you don’t want something after you place your order. It is important that you call us right away to cancel an order because we work very quickly to process and ship your items. Once an item has shipped, you are responsible for all shipping costs (shipping to you and back to the manufacturer). Also, many of the items we sell are made to order and the manufacturer may charge you a restock fee even if the order hasn’t shipped. We want to help you avoid these charges so we need to hear from you as soon as possible if you change your mind about your order.


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12. Do you have a sale section or run promotions?
We are happy to offer you school furniture and other products at some of the lowest prices available. Your price, the manufacturer’s price and your savings are listed on each product page; many items are available for up to 60% off the suggested manufacturer’s price.

In addition to our low prices, we run promotions throughout the year. Click on the advertisements on our home page for more information.


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13. How can I be sure the information I provide is secure?
We use 128-bit Secure Sockets Layering (SSL) to encrypt your credit card information before it goes out over the Internet. SSL technology is the industry standard for secure online transactions. SSL makes ordering from the School Outfitters website as safe as shopping online with any other leading retailer or ordering by phone with your credit card.


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14. How long are my items under warranty?
All of the products we sell carry their manufacturer's standard warranty. Most of them are noted in the specifications area of the product pages. These warranties range from one year to up to lifetime guarantees on some items like school rugs and fireproof storage cabinets. If you do not see a mention of the warranty but would like to know, give us a call, send us an email or use our online “Chat Live” feature. We will be happy to explain the warranty and even send you a copy before you purchase.


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15. I need additional information. What can I do?
Helpful information is available on our website. Many of our category pages have a “Buying Guide” link that takes you to a page full of facts and suggestions that help you find the products that are right for you.

We also provide a list of specifications for each item on our site. Use them to compare similar items and find the perfect style and model.

We hope your online shopping experience is quick, easy and enjoyable, but we do understand that you may occasionally have additional questions about our products or services. Our friendly sales team is here Monday-Friday, 8 a.m.-8 p.m. Eastern and we are happy to assist you. Contact us by phone: 1-800-260-2776, fax: 1-800-494-1036, email: helpdesk@schooloutfitters.com or by clicking the “Chat Live” button at the top of the page.


 


©School Outfitters, 2014