• Frequently Asked Questions? (FAQs)

    Heiser is committed to solving our customer's problems. Use this section to look up answers to frequently asked questions regarding product ordering and pricing.

    Click on the question below to find the answer:

    How can I place orders with you?
    • Use our Online eCatalog.
    • Send email to sales@heiserusa.com.
    • Call us toll-free at 800.828.9638; phone lines open Monday - Thursday 7am - 8pm ET, Friday 7am - 5:30pm ET.
    • Fax us toll-free 24 hours a day in the U.S. and Canada at 800.782.2937, or 585.919.6930 worldwide.
    • Send mail to:
      Heiser Logistics
      35 North Street
      Suite 50
      Canandaigua, NY 14424

    What else can I do when I contact you in one of the above ways?
    • Check your order status.
    • Initiate a return.
    • Check product pricing and/or availability.
    • Request a quote for volume discounts or products not listed in the catalog.
    • Find out estimated shipping charges.

    What are your Terms and Conditions? Is the Heiser Logistics online order form secure?

    As always, we use SSL encryption to protect our order information. Your order information is automatically encrypted, keeping it private and protected. For more information, please see our Terms & Conditions .

    What happens if I have an emergency?

    We have emergency same-day shipping available on in-stock items. Just place your order between 7am and 4pm ET.

    Can I order products not listed in your catalogs?

    Heiser Logistics buys from hundreds of suppliers, but we may not show their entire product line in our catalog. If you need a product not shown in the catalog, let us know. We will contact the vendor(s) and give you a special quotation. Please note that special orders are non-returnable and non-refundable, so please be specific about your special requirements. A signed purchase order will be required prior to Heiser Logistics placing a special order.

    How do I place my first order?

    It only takes a few minutes to get the information we need. To establish a customer account on-line, click here for our New Partner Form, or call us at 800.828.9638 and we will gladly set you up with a new account and a customer code.

    Why do I need a Customer Code?

    Your customer code simply helps to identify you and is the method we use for retrieval of your company information. We will rarely ask you to recite your customer code, but it will appear on several documents that you receive from Heiser so we like you to know about it.

    Why do I get a reference number?

    You'll receive a reference number for every on-line order you place. Keep this number handy, it will save you time if you call to check on your order.

    What are my payment options?
    • Open Account (Purchase Order).
    • Check.
    • C.O.D.
    • Credit Card (American Express, Discover, MasterCard, & Visa).
    • Wire Transfer.

    How do I qualify for a discount?
    • Contact your sales manager for any applicable quantity discounts.
    • Quotation. For large orders, you can request a quote (RFQ) on an order-by-order basis.

    Do you have a minimum order?


    Do you charge sales tax?

    Sales tax will be added to orders shipping to the following states: AZ, CA, CO, FL, GA, IL, LA, MA, MN, MO, NC, NJ, NY, OH, PA, TX and WA, unless we have a state resale tax certificate on file.

    What do you mean by 100% satisfaction guarantee?

    We stand behind the quality and condition of our products. You must be completely satisfied with your order, or we'll take it back - even if you just change your mind. Note: Custom and special order products are not returnable unless the mistake is due to Heiser Logistics' error.

    What happens if a product I order is damaged in shipment?

    We take great care in filling, checking and packing your order. If, however, your merchandise is damaged during shipment, please note the damage on the delivery receipt and obtain an inspection report from the delivery service immediately. Then call us at 800.828.9638. (See "How do I return a product?" below)

    How do I return a product?

    On all returns, contact us first to obtain a return authorization number and routing instructions. Call our Partner Support Specialists at 800.828.9638 between Monday - Thursday 7am - 8pm ET, Friday 7am - 5:30pm ET. Please have invoice number and date of invoice available.Note: No C.O.D. shipments will be accepted.

    Can I get a sample?

    We encourage customers to take advantage of our 100% satisfaction guarantee and order a product, then return it for a full refund if not satisfied. However, we will send samples of certain products. Please contact our Customer Service Department at 800.828.9638 for more details.