FAQ

Where is my order tracking information?

Since we ship product by many different methods, and since some items ship directly from the manufacturer, it is a challenge to make all tracking information available online and accurate for all orders.
If you cannot find tracking information in your account info or if you need additional information, please call us toll free at 800-437-8072 or contact us. We are always happy to help!

I already have an account with your company. Can I purchase online with that account?

Sure! Please contact us toll free at 800-437-8072 during regular business hours, and we will set it up.
By activating your existing account for web access instead of creating a new account, your sales tax and payment terms settings will be correct. If you would like to set up your account for Net 30 payment terms, fill out and submit a credit application, which you can download HERE.

You charged me sales tax, but the order is tax exempt. How can I get that corrected?

No problem, we can handle this.

If your organization is tax exempt, please email us the appropriate exemption form, filled out, or mail it to us at PO Box 2757, Bismarck ND 58502. Please be sure to indicate the email address that you use to log into our website on the form, or we will not be able to match it to your account.

Can I ship to an address that is different than my billing address?

Yes, but not for first time customer orders. If it is one of your first times ordering from us, your order must ship to the billing address of your chosen payment method.
We will contact you if we are unable to ship to the address you provide. This policy exists to reduce fraudulent orders and protect our customers. If your order must ship to a different address than your billing address, consider applying for Net 30 payment terms by filling out and submitting a credit application, which you can download HERE.

When will my order ship?

Most in-stock orders received by Noon Eastern Time ship the same day. Also, Noon Eastern Time is our cutoff for Air (Next Day, Two-Day, Select) orders of stocked items. Certain items ship directly from the manufacturer. Lead times for these items vary from manufacturer to manufacturer. If you have time-sensitive needs or other questions about lead time, please contact us by phone or email for specific information pertinent to your order.

Order status says "Pending." Does that mean my order hasn't shipped yet?

If an order includes items that ship from our warehouse combined with items that ship directly from the manufacturer, it may appear in the Order/Invoice Tracking list as "Pending" even though the order has shipped. With our current ecommerce system, order status does not change to "Shipped" until the order is invoiced by our Accounting Department. Normally we ship stock items within 24 hours. We are happy to provide order updates on request.

Can I get a copy of your W-9 so I can set you up as a vendor in our system?

Absolutely. Download it by clicking HERE.

How can I contact you?

Visit our Contact Us page for details.

Do you sell generic/aftermarket parts?

No. All parts we offer on Recsupply.com are from the Original Equipment Manufacturer (OEM), unless specifically described as aftermarket or generic in the name of the item.

What is CA Prop 65?

Certain products are required by the state of California to include warnings to Californians. For more information, see www.P65Warnings.ca.gov.

Why did my ball arrive deflated? It didn't look deflated in the picture!

All sports balls ship partially or fully deflated to minimize risk of damage and keep shipping costs reasonable. If you purchase a sports ball from us, you are expected to have the means to inflate it. We do offer a small selection of ball pumps, which may be purchased separately.

What are the expiration dates on your reagents?

Since our stock is changing constantly as orders ship and new stock comes in, we do not provide information about specific reagents other than the details of our Shelf Life Guarantee. Please click here for more details.

How long will it take for my order to arrive?

Typically, orders for in-stock items ship within 1 business day. Estimate 2 to 5 additional business days for FedEx Ground or USPS shipping. If your order includes custom merchandise or non-stocked items (e.g., lifeguard chairs, water polo cap sets, water basketball units and several other items ship direct from the manufacturer), your delivery time will likely be somewhat longer, depending on product availability and manufacturer lead time. If you have specific time requirements, please contact us for a delivery estimate.

Why isn't there any tracking information for my order?

While we do email tracking information for orders that ship from our warehouses, we are not yet able to provide the same notifications for drop shipments through email or our website. We are working on improving this aspect of our customer service. and the functionality on our website is currently under construction. Please email us for any tracking information that you may not have received. We are happy to help!

Why don't you offer Next Day Air service on RecSupply.com?

We sell such a broad range of sizes and shapes of products that it is very difficult for us to make an accurate freight quote for air services available online. If you require faster service, please request a Next Day Air or Second Day Air freight quote in the Comments field when placing your order. We will be happy to give you estimated air shipping charges for your order.

If I email you on Friday night, when can I expect a reply?

Our business hours are from 8:00 a.m. to 6:00 p.m. Eastern Time, Monday through Friday. We are closed on weekends. Any calls or emails received after 6:00 p.m. Eastern on Friday will be addressed Monday during business hours in the order they were received.

Besides weekends, what other days are you closed?

In addition to weekends, we are also closed on the following days: New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, day after Thanksgiving, Christmas Eve, and Christmas Day. We cannot typically respond to phone calls or emails on these days. Orders received on these days will be processed on the next business day.