Frequently Asked Questions

Welcome to Hotel Supplies Online!

The following are answers to our most Frequently Asked Questions. If you have any questions about our hotel supplies beyond what you see on this page or you would prefer to speak to someone on our staff please do not hesitate to contact us.

How do I place an order?

At Hotel Supplies Online we provide the ability to place a hotel supply product order right here on our website 24 hours a day, 7 days a week. We accept all major credit cards including Visa, MasterCard, Discover, and American Express. However, if you wish to place an order using a pre-paid check, please send us an email with your order details as well as your shipping address or fill out our convenient fax order form and indicate in the payment section that you would like to pay by check. We will email you an order summary. Please include that order summary along with your check and send to us via mail. We will place your order and ship once we receive your check.

Do I have to be a hotel to place an order with Hotel Supplies Online?

NO. Our name is Hotel Supplies Online but we serve more than hotels. In fact many of our clients include organizations, charity groups, schools and universities, government offices, military installations, and even individual consumers.

Do you have a print catalog?

No. We offer easy, convenient online shopping where you will find all of our products including pictures and prices. Because we make frequent updates an online catalog works most effectively. Plus, the money we save on not printing a traditional catalogue we can pass on to you by offering you lower priced hotel supply products.

How do I contact you?
Hotel Supplies Online
P.O. Box 37287
Philadelphia, PA 19148
sales@hotelsupplies-online.com
phone: 215-468-3881
fax: 775-855-9533

Our office phone hours are:
Monday – Thursday
9AM-5PM EST

Please contact us via email, fax, or phone at any time; we are happy to help! If you are not able to reach us, please feel free to leave a message at any time and we will get back to you as soon as possible.

How do I order samples?

At Hotel Supplies Online we are happy to offer you samples of our hotel supplies. We receive a substantial number of requests for samples and we try to accommodate as many as possible. Those hotel supply samples that can be mailed to you at no charge include small items such as washcloths, soap, pillowcases, and more. Larger sample items – such as mattress pads, pillows, and more – will include a charge for the item as well as a shipping charge.

How is my order confirmed? Do you offer package tracking?

As soon as you place your order we will send you an email as your receipt of sale. Please double check that you have entered the correct email address so that we can effectively communicate with you.

We do offer tracking on packages, however be sure to wait at least two business days after placing your order before implementing tracking. Should you want to track your package, please submit our convenient tracking form.

What is your return policy?

Hotel Supplies Online is a wholesaler rather than a traditional retailer. This means that in order to offer you high quantities at low prices we deal in bulk items that are notoriously difficult to return in terms of time and money. We will work with you as best we can if you should need to return an item and you’ll find that our return policy is standard to the industry as a whole.

We offer a 30-day return policy on merchandise that is not to your satisfaction. However, the following stipulations apply:

• Customer Error. If you find that you have ordered the wrong item, have ordered too many items, or do not need the item you ordered you may return the item(s) within the 30-day timeframe. However, orders that are returned due to customer error will be charged a 30% restocking fee. Those items that are not defective or have not been received due to an error on our part are subject to this restocking fee.
• All returned merchandise must be unused and returned in its original packaging with no missing items.
• Shipping costs for returned items is the responsibility of the customer. Only FedEx or UPS returns will be accepted. If you would like us to arrange a call tag to pick up the return, we can do so, but this cost will be deducted from your refund amount.
• Non-stock items and special order items are not returnable; these have been ordered and shipped specifically for you. This includes vacuum cleaners which are a non-stock item and cannot be returned other than for UPS damage.

How do I make a return?

• To return an item, first contact our customer service department for return instructions. We can be reached by phone (215-468-3881), fax (775-855-95330, and email (sales@hotelsupplies-online.com). We will provide you with a Return Authorization (RA) number
• Put the item(s) in its original packaging and seal with tape. Do not mark the package or it will not be accepted. Put the RA number on the return label and return the package via FedEx or UPS. We can also arrange for call tags.
• When we receive the returned item(s) we will credit your account or ship you a replacement item(s).
• Those items that are physically damaged or defaced will not be accepted unless we failed to follow your order instructions.

How can I avoid having to return my item(s)?

• Be sure to double check your order before you submit it to ensure that you have chosen the appropriate items.
• Do not accept a package that is damaged. If you are delivered a damaged package please refuse the shipment from the carrier and get a receipt. Contact our customer service department immediately so that we may coordinate a new shipment.
• Please thoroughly inspect your packages once they arrive. Be sure to notify our customer service department right away if there is any damage, shortage of product, or if you need to exchange or return the item(s).

What are your shipping policies?

• Our delivery times differ according to the products we ship. Most items ship within 48 hours, however special order items and some larger hotel supplies take longer to ship. Most product ship times are noted along with product information. If you are placing a time sensitive order please email our customer service department before placing your order so that we can ensure that you will receive it on time. In general, we ask that customers allow 7-10 days for delivery.
• Hotel Supplies Online ships most products via UPS ground. Larger items may be shipped differently. Those products that are not shipped UPS will be noted in the product description. Shipping rates will be calculated during checkout process.
• At present we do not ship hospitality products overseas, but we do ship to freight forwarders here in the U.S. Overseas customers are responsible for contracting with their own freight forwarder.
• We ask that our customers in Alaska and Hawaii place their orders via fax. We will calculate freight charges and advise you of total before we submit your order.