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Frequently Asked Questions

My Account
Frequently asked questions related to users sign up, registration, account maintenance, passwords and other account functions.
My Order
Frequently asked questions related to your order.
My Invoice
Frequently asked questions relating to your invoice or payment.
Shipping Info
Frequent asked questions related to shipping and shipping policies.
Product Information
General information on products
ProDesk Loyalty Program
General information regarding ProDesk Loyalty Program.
My Account
Is there a Registration Fee?
Is there a Registration Fee?

There is no registration fee to join the IndustrialStores.com Network and shop any of our network stores.  Simply create a profile by clicking the Login/ Sign Up button and filling out the billing and shipping information.  Once your registration is complete you may shop any of our network stores with one simple login.

With your account, you will be able to view your order history, create a wish list, track your shipment, access a quote and take advantage of special rewards and programs that may be available.

Forgotten Your Password?
Forgotten Your Password?

If you have forgotten your password simply click https://www.industrialstores.com/forgot_password and submit your email address.  Your password will be reset and you will receive an email with your updated password.

How do I change my information?
How do I change my information?

You may change your shipping or billing information at any time. Just log in to your account and edit your information. You may also add additional shipping or billing information if you have multiple addresses.

My Order
How do I check the status of my order?
How do I check the status of my order?

To check the status of your order, simply log-in to your account and select 'Order History'.

If you do not see your order status, you may also submit a query here.  Fill out the form and a customer service representative will  reply within 24-48 hours of your request.

What does my Order Status mean?
What does my Order Status mean?

Your order status is changed depending upon where it is in the process.

Declined- For some reason your payment was unable to be processed and therfore order was not processed.

Pending- Your order is under review pending confirmation of payment.

Approved- Your payment has been collected and order confirmed.

Processing- Your order is being reviewed and processed.

Ordered- Your order is currently being fulfilled.

Backordered- We are currently out of stock of one or more of your items and are awaiting restock.

Partially Shipped- One of more of your items was shipped, and we are awaiting shipment of the remainder of your order.

Shipped- Your entire order has now shipped.

Complete- Your order has been completed. Thank you for your order!

Additionally your order may be voided or refunded.  These status reflect either obsolete products, canceled products, or some kind of full or partial refund for returned, exchanged, or warranty items.

Can I cancel my Order
Can I cancel my Order

 Most orders that have not shipped may be canceled without penalty.  Simply complete the cancellation request form and your order will be canceled. In some instances, orders may not be eligible for cancelation. Special Orders or non-stocked orders may not be eligible for return. Occasionally your order may have already shipped but the order status does not reflect this change as their is some delay in updating the status.  On these rare occasions, the order may not be eligible for cancelation.  There may be instances where the order may be redirected en route and returned to our warehouse, however, this will incur a charge that will be deducted from any credit or refund.

Can I return my Order?
Can I return my Order?

Your satisfaction is important to us. Most orders are eligible for return however please note that goods shall not be returned by any Buyer without prior written authorization from Industrial Stores and payment by the Buyer of a restocking charge of 25%. Special order products or Items made to order are NOT subject to return. No returns shall be accepted 40 days after delivery. If you wish to return your order, simply complete the Return Request form and our Returned Item Specialists will contact you with a Return Authorization Number and details on shipping your return, All returns are shipped pre-paid, and any shipping charges related to the order are non-refundable.

When will my product ship?
When will my product ship?

Our goal is to ship your order as quickly as possible.

In stock items generally ship the SAME DAY on orders placed before 3pm EST.  Non-stock or Out of stock items have varied lead times, however most ship in 2-4 days depending upon factory conditions. Some partial orders may ship faster, however orders that qualify for the Free Shipping feature must ship complete. Any stock item ordered on Saturday or Sunday will ship next Business Day.

My Invoice
When is my payment processed?
When is my payment processed?

All payments are applied at time of purchase, regardless of stock status.  There are no subsequent charges applied to your account by us after payment is confirmed for back orders or partial shipments.

I see an additional fee on my credit card statement, why?
I see an additional fee on my credit card statement, why?

This fee is not processed by Industrial Stores. Our payment gateway server is located in Canada and occasionally banks and credit card companies will mark your purchase as an 'International Purchase'.  We recommend you contact your credit card company and ask that this fee be removed. They will generally remove this charge for you.  Again this is not a fee charged to you by us, we do not receive this fee, nor can we remove it for you.

How do I receive my invoice?
How do I receive my invoice?
Your invoice is automatically emailed to you upon completion of your payment.  If you did not receive your invoice, you may need to check your 'spam' or 'junk' folder as sometimes your email system may filter them into those folders. 
I checked my junk folder and still don't see my invoice, what should I do?
I checked my junk folder and still don't see my invoice, what should I do?

There is a possibility your email address is incorrect in our database. Try logging into your account with the email and password you used to set up your account.  If you cannot log in, your email address may be spelled incorrectly in our database. If you log in successfully, you can obtain a copy of your invoice from your account history. 

Shipping Info
What is LTL?
What is LTL?

Some shipments are too heavy, or the packaging is too oversized for an order to ship via regular delivery method. In these instances, they must ship by truck, generally on a pallet.  Such deliveries often cost a premium above and beyond the standard shipping costs.  The preparation and delivery of an LTL shipment is time-consuming for our warehouse staff and requires a bit more work on the end user (customer) as well, as deliveries must be scheduled and specific requirements are necessary by the various trucking companies.  Given these inherent issues, LTL costs are not always available up-front to the consumer, and as you are processing your order, you may be required to contact our sales support team to get a shipping quote.  Delivery via LTL can range from 3-10 days depending upon the distance and location of various trucking hubs in the US, and are also heavily dependent on rapidly changing fuel rates.  Therefore, costs can see fluctuations for LTL deliveries more often than regular shipping deliveries.  In some cases, IndustrialStores.com can allow the consumer to use an LTL Freight account of their own, otherwise, as the shipper, we reserve the right to choose the best shipping quote and carrier. LTL shipments may also delay the time frame for tracking information to be disseminated.

Can I use my own shipping account?
Can I use my own shipping account?

Unfortunately at this time we do not allow for 3rd party or Collect shipping.  We strive to keep our shipping costs low and also meet the requirements of carriers.

Additionally, we have several warehouses across the US and items may ship from stock at any facility which would increase the cost of shipping to the end user.

Therefore you receive one simple shipping charge, regardless of stock locations, and this allows us to ship all in-stock parts immediately.  Our shipping volume allows us to keep your rates lower.

For more shipping info visit our shipping page

What are my shipping choices?
What are my shipping choices?

Currently, we ship Pre-Pay & Add for all orders. For eligible orders over $199, we offer a free shipping option.

*Oversized items, orders in excess of 75lbs, or items that ship by truck (LTL) are not eligible for Free Shipping. All orders that qualify for Free Shipping must ship complete; the order will not ship until the entire order has been filled, including all back orders and special orders. Free shipping is only available for Economy Shipping to the contiguous 48 states (*Alaska, Hawaii, and other territories are not eligible for free shipping). Express or Expedited orders are not eligible for Free Shipping. Canceled items, or other changes to your order may affect eligibility for Free Shipping.

Additional shipping options are as follows:

  • Economy- Usually arrives 3 to 7 days 
  • 2-Day- Arrives in 2 business days 
  • 1-Day- Arrives next business day
  • 1-Day AM- Arrives next business day by 10:30am
  • Saturday Delivery- Available for Friday purchases in limited zones
  • LTL Shipping- Generally arrives 3-7 business days
What are the different shipping times?
What are the different shipping times?
  • Economy- Usually arrives 3 to 7 days
  • 2-Day- Arrives in 2 business days
  • 1-Day- Arrives next business day
  • 1-Day AM- Arrives next business day by 10:30am
  • Saturday Delivery- Available for Friday purchases in limited zones
  • LTL Shipping- Generally arrives 3-7 business days
How do I get free shipping?
How do I get free shipping?

You will receive Free Shipping if your order includes at least $199 of qualified items.

Oversized items, orders in excess of 75lbs, or items that ship by truck (LTL) are not eligible for Free Shipping. All orders that qualify for Free Shipping must ship complete; the order will not ship until the entire order has been filled, including all back orders and special orders. Free shipping is only available for Economy Shipping to the contiguous 48 states (*Alaska, Hawaii, and other territories are not eligible for free shipping).  Express or Expedited orders are not eligible for Free Shipping. Canceled items or other changes to your order may affect eligibility for Free Shipping. 

I placed a Next Day order on the weekend, when will it ship?
I placed a Next Day order on the weekend, when will it ship?

Most in-stock product that is ordered on Saturday or Sunday will ship on the next Business Day, therefore the Next Day orders placed on Saturday or Sunday would not ship until Monday and is scheduled to arrive for Tuesday delivery.

*If a holiday falls on Monday, the order would ship Tuesday to arrive on Wednesday.

Product Information
Is this a new part and is there a warranty?
Is this a new part and is there a warranty?

All parts sold on IndustrialStores.com are new (unless otherwise noted) and all parts carry the limited manufacturer's warranty provided by the manufacturer. Generally, most manufacturers carry a 1-year limited warranty.  See manufacturer's website for specific warranty information. 

Why is my item marked Non-Cancelable-Non-Returnable?
Why is my item marked Non-Cancelable-Non-Returnable?
IndustrialStores.com would love to be able to restock any return, however some items are customized, or made to order, depending upon certain design parameters, or the type of item being purchased. Additionally some product may be special order or items that we do not traditionally stock. In these cases, the product cannot be canceled once it is ordered, and we cannot accept returns.  While these products make up a small percentage of what we offer on Industrial Stores, we do mark most of these products as such and require that you acknowledge this before purchase.
Why is my item now obsolete?
Why is my item now obsolete?
With over 300,000+ SKUs sometimes our product updates are slow to be corrected. For many products that we do not stock, we may only learn of the product's obsolescence upon ordering from the manufacturer. Industrial Stores strives to provide the most accurate and up-to-date information possible, however occasionally there are errors or information has yet to be updated. We apologize and offer full refunds on these orders.
Why has the price of my item changed?
Why has the price of my item changed?
Unfortunately with 300,000+ SKUs there may be times the price for certain brands or products has not been updated.  In most cases, if we can honor the original price we will do so, however, there are times when the price increase is too much for Industrial Stores to absorb. In those cases, we will offer a full refund and you can submit a new order for the product with the updated price if you prefer.
ProDesk Loyalty Program
What is ProDesk?
What is ProDesk?
ProDesk is a free exclusive program designed specifically for trade professionals like you. By joining, you will unlock a wide range of benefits, including a consistent 3% discount on every order you place. As a member, you'll also enjoy unbeatable discount prices, special shipping rates, and access to limited-time member-only specials throughout the year. Start saving now! Apply to ProDesk.
Is my ProDesk discount stackable with other promotions?
Is my ProDesk discount stackable with other promotions?
Absolutely! Your ProDesk discount is stackable with other promotions unless otherwise specified. This means you can enjoy even greater savings by combining your 3% ProDesk discount with monthly offers. Not a ProDesk member, get started today! Apply Now.
Can someone else use my ProDesk discount?
Can someone else use my ProDesk discount?

Member discounts are strictly non-transferable, and it is not permissible to share your passwords with others. However, you can utilize your account and discount to purchase a product on behalf of someone else. Nevertheless, we strongly encourage them to apply to ProDesk themselves. Anyone can apply!

Is there a limit to how many times I can use my ProDesk discount?
Is there a limit to how many times I can use my ProDesk discount?
No, there are no usage limits! Your ProDesk discount of 3% is active 24/7, allowing you to enjoy unlimited savings on every order you place.
How will I stay informed about the monthly promotions available?
How will I stay informed about the monthly promotions available?
As a ProDesk member, you'll receive an email each month packed with exclusive discounts and promotions tailored to certain categories, brands, shipping offers and/or products. The best part! All these promotions can be combined with your ongoing ProDesk discount, maximizing your savings and benefits. 
What are the shipping rates for ProDesk members?
What are the shipping rates for ProDesk members?
Spend only $99 and receive FREE shipping (that's 50% less than non-members).*

*FREE Economy ground shipping is available on all orders $99+ for ProDesk-approved members within the 48 contiguous United States (Alaska, Hawaii, and Puerto Rico are not eligible for free shipping). Some exclusions apply on oversized items, orders in excess of 75lbs, or items that ship by truck (LTL) are not eligible for free shipping. To qualify, orders must ship complete; orders will not ship until the entire order has been filled, including all back orders and special orders.

The $99 order total is after discounts, promotions, coupons, gift cards, and taxes and does not include any items canceled or items that are removed from the order. Canceled items or other changes to your order may affect eligibility.

How can I join the ProDesk Loyalty Program?
How can I join the ProDesk Loyalty Program?
Joining ProDesk is quick and easy! Simply fill out the application form and get started. You can expect to receive an email confirming your membership status usually within 1-5 business days. 
How can I contact customer support for ProDesk-related inquiries?
How can I contact customer support for ProDesk-related inquiries?
For any questions or assistance regarding the ProDesk loyalty program, please contact us here.
Can I cancel my ProDesk membership?
Can I cancel my ProDesk membership?
Yes, you can cancel your ProDesk membership at any time. However, please note that by canceling your membership, you'll immediately lose access to the benefits and rewards associated with the program.
Are there fees associated with the ProDesk Loyalty Reward Program?
Are there fees associated with the ProDesk Loyalty Reward Program?
No, there are no fees or costs associated with joining or being a member of the ProDesk loyalty reward program. It is completely free for eligible customers.
Can I use my ProDesk benefits for purchases made with gift certificates?
Can I use my ProDesk benefits for purchases made with gift certificates?
Yes, as long as the certificate was acquired using a valid payment method.
What happens if I purchase and then return a product using my ProDesk account?
What happens if I purchase and then return a product using my ProDesk account?
Once a return is approved, you will be refunded the original amount paid.