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Frequently Asked Questions

Frequently Asked Questions

  • Orders & Invoices

  • How do I view order history?

    Order history can be viewed in My Account > Lookup Orders, Invoices & Quotes. Here you can search for sales orders, invoices, sales quotes, and purchased items by date and department.

  • How do I view previously purchased items?

    Previously purchased items can be found in My Account > Search for Previously Purchased Items. This tool allows you to search for previously purchased items by entering an item id, a partial item id, or keywords.

  • How do I return an order?

    Request to return can be found in My Accounts > Lookup Orders, Invoices & Quotes. Search for the specific order you would like to return and click on the Return button on the right.

  • How do I save, view, and reactivate/deactivate an order?

    Saving: First, search for the item you want to save to a saved cart. Second, add the item to your cart. Third, View Your cart located at the top right corner of the site. Fourth, click on the Save Cart button on the bottom left. Name your saved cart and click submit.

    Viewing: Your Saved Carts can be found at the top right corner of the site. Your saved carts will be displayed under the Saved Carts & Carts on Hold section. Click View to view the items in your saved cart. Here you will see all your items listed.

    Reactivating/deactivating: Reactivating a saved cart will put the items back into your cart. To reactivate your saved cart, go to Saved Carts located at the top right corner of the site. In the Saved Carts & Carts on Hold section, find the saved cart you want to reactivate and click Make Active. A pop-up window will appear to confirm. Your saved cart is now reactivated.
    To deactivate your cart, go to View Cart at the top right corner of the site and click Save Cart.

  • How do I place a future delivery order?

    To place a future delivery order, view your cart and proceed to checkout. This will direct you to the checkout process. In Step 2, you will see Schedule future delivery on the bottom. Here you can use the calendar function to schedule a delivery date.

  • How do I use quick order?

    Quick order is located at the top right corner of the site. If you know your item ID, this function allows you to easily input only the item ID, quantity, and your comments to check out. To move from one field to the next, press the Tab key. To add multiple items to your cart at once, tab between lines as you enter them. Click on Add to cart to add all the items to your cart, or press the Enter key.
    If you have the Show Best Value Options toggle checked, you are enabling pop ups to appear that suggest other similar items for those that have substitutions. If you already know which specific items you want to order and do not wish to repeatedly see substitutions, please uncheck the toggle. The checkbox toggle will last for one session. If you decide to turn off Best Value Options, the options will remain turned off until you log in again.

  • Return Policy

  • What is the return policy?

    Returns are handled by the same mechanisms that are available for order placement, online, email, phone or fax. Once the return requirement is submitted the return process is initiated. The product is picked up and the replacement product, in the event of an exchange, is delivered. When the product is received at our warehouse the product is checked in, determined to be in re-sellable condition (unless returned due to damage), quantities are verified, and a credit memo is issued to your account.

    Typically, the credit is posted to your account within 2-5 days of the product return. This credit can be verified via our online ordering system.


    RETURN POLICY


    Standard Stock Items - Full credit for returns, without re-stocking charges, will be provided per the following terms.

      - Returns must be made within 30 days from the date of purchase.

      - Merchandise returned must be accompanied by original packaging, evidence no damage or usage, and be in saleable condition.

    Custom and Special-Order Items - These items are not stocked by Guernsey and are typically manufactured for a single order. These items are not returnable.

    Damaged Merchandise - If a product was received in unsatisfactory condition or damaged upon receipt, the return request must be placed within three business days of the original delivery. Upon inspection of the returned product, a full credit will be issued, or a replacement will be delivered.

    Non-Returnable Items - For safety reasons, some items are not returnable, including food items and pharmaceutical supplies. In addition, items requiring assembly, such as furniture, may not be returned if the correct product was delivered as ordered and is in satisfactory condition.

    Coronavirus - Due to unusual order volumes, as well as market and supply volatility surrounding Coronavirus, wipes, disinfectants, soaps, sanitizers and masks are not returnable.


    Click here to go to the Return Policy.

  • Favorites List

  • How do I add items to favorites list?

    Items can be added to favorites list by searching for the item and clicking on the heart icon located at the top right corner of the item listing. Clicking on the heart icon will prompt you to add it to an existing favorites list, or the option to create a new favorites list.

  • How do I create and/or access a favorites list?

    Your favorites lists can be accessed in three ways. First, you can access favorites lists by clicking on My Favorites at the top right corner of the site. Second, favorites lists can be found in My Account > My Favorites List. These two actions will also allow you to name and create a new favorites list. Lastly, you can create or add to a favorites list by clicking on the heart icon located on item listings. After clicking on the heart icon, a pop-up window will prompt you to create a new favorites list with a description or add to an existing favorites list.

  • How do I share a favorites list?

    If your role allows you to share favorites lists, it can be shared in My Account > Favorites List Sharing. Here you can find the current owner of the favorites list and select the list you want to share. To share with all users on the account, drag the company name from the Customers box to the Share box. To share with only certain users, drag the desired user(s) from the Customers box to the Share box.

  • Order Guides - If your company uses them

  • What are order guides?

    An order guide is a barebones list of items that allows you to add to your cart. This may not be available to all users. If you have questions, please contact your sales representative.

  • How do I add or remove items to order guides?

    To add items to order guides, go to My Account > Order Guides. Here you can name, and create, a new order guide or you can add items to existing order guides by searching for the item and clicking on Add to Order Guide in the item listing. A pop-up window will appear and prompt you to select an existing order guide.

  • Account Setup

  • How do I set up new account?

    To set up a new account, click on New User? Sign Up here located at the top right corner under username and password login on the site. You will be prompted to enter the necessary information to get you started with a new account.

  • Approval Delegation - May not be used by your company

  • What is an approval delegation?

    Approval delegation applies to super-users and approvers. This function allows them to give permission to other users to approve orders. This may not be available to all users. If you have questions, please contact your sales representative.

  • Who can approve orders?

    Approvers and super-users have permission to approve orders. This may not be available to all users. If you have questions, please contact your sales representative.

  • How do I approve orders?

    To approve orders, go to Approval & Saved Carts located at the top right corner of the site. There you will see a section called Orders Waiting Your Approval. You can then approve or reject the checked items.

  • How do I modify an order for approval?

    To modify an order for approval, make the order active. Then you can add items and change the quantities.

  • How do I set up users?

    New users can be set up in My Account > User Setup. Here you will find functions to User Maintenance, Add New Web User, Role Maintenance,and Create New Roles. This may not be available to all users. If you have questions, please contact your sales representative.

  • Reviews

  • How do I write a review?

    To write a review, search for the item you would like to review. At the bottom of the item listing, you will find Write a review. A pop-up window will appear where you can give an overall rating and your review comments.

  • General Questions

  • What to do if I get an unexpected error?

    1. It might be due to some antivirus software. This may be blocking the site's log in scripts.

    2. It might be due to security settings on your computer. These could be set to very high thresholds which can cause problems.

    3. It might be because some companies have a URL defense program that doesn't like how the site goes back and forth from http to https and doesn't allow for logging in, or staying logged in.

    4. It might be because you need to access the site via another URL. Try logging in from this one: https:www.buyguernsey.com/loginb.aspx

    5. It might be an ad blocker issue. Try putting an exception to the site.

  • Who can I contact for order help and is there a live chat?

    You can contact a customer service representative using the live chat function. The live chat can be found on the home page. You will see Go Live at the right-side bar of the homepage. Contact information also located in the footer of the site.

  • Rebate Zone

  • What is the rebate zone?

    The Rebate Zone is where all the rebate forms and offers + rebates are found. In the Rebate Zone, you can search for brands offering rebates and click on a specific rebate offer to access the form. The Rebate Zone can be used to find mail-in forms when Guernsey is promoting a rebate item.

  • Where is the rebate zone?

    The rebate zone can be accessed from the Home page. Click here to go to the Rebate Zone.

  • Messages

  • Who can create new message for users?

    Only superusers have access to create new messages for users in the company. This may not be available to all users. If you have questions, please contact your sales representative.

  • How do I add a message for users to view?

    To add a message for users to view, go to My Account > Add a Message for Users to View. Here you can add or edit messages for all your company's users. HTML also works in the comment box, if needed. This may not be available to all users. If you have questions, please contact your sales representative.

  • COVID-19

  • Coronavirus Impact Update

    The novel Coronavirus (COVID-9) has resulted in a nationwide inventory shortage in health related products, like hand sanitizers, disinfectants wipes and sprays, masks, and soaps with uncertain delivery times. Further, the managing of increased volume may delay the delivery of non-health related products.

    Please note, these health products that are marked as Out of Stock can still be ordered. They will be placed on backorder and we will continue to fulfill backorders on a first ordered, first shipped basis as soon as supplies become available.

    Due to unusual order volumes, as well as market and supply volatility surrounding Coronavirus - wipes, disinfectants, soaps, sanitizers and masks are not returnable.

    Thank you for your patience and understanding as we do our best to supply you with the products that you need.

  • Guernsey, Inc. - Statement regarding COVID-19 risk mitigation:

    Like most responsible organizations, we at Guernsey Inc. are taking all necessary precautions as outlined by the CDC and learning as much as we can about the Corona Virus (COVID-19) in order to keep our families, coworkers and customers safe and healthy. We continue to monitor events as they unfold, and will modify our position as circumstances dictate.

    Since we do have personal contact with our customers by virtue of our sales and delivery staff, we are acutely aware of how important it is to uphold a healthy organization across all spectrums. We are advising our personnel to maintain the obvious healthy hygiene habits and to engage in all of the normal flu avoidance practices. Further, we are refraining from any unnecessary group gatherings and minimizing contact with external sources for the time being.

    Our facilities and vehicles are to be kept especially clean and disinfected at this time. Our employees understand that the least sign of symptoms of illness is reason to stay home and avoid the risk to their coworkers; in fact that is mandated.

    As friendly a bunch as we are, we are avoiding the age old custom of shaking hands in favor of an elbow bump or simple wave until conditions change for the better. Our drivers, who are in constant public contact, have been instructed to exercise all of the usual precautions and maintain ‘social distancing’ when making deliveries.

    After discussing this with our distribution staff, it was apparent that our drivers were already engaged in these risk mitigating activities as were most of our customers. This is an acknowledgement that generally, our citizenry is aware, understands and often reacts appropriately. Providing company policy just formalizes and refines what was already in motion with this type of thing.

    Internally, we are facilitating a good flow of communication with our staff in order to keep them up to date and we will keep customers apprised of any updates as well.

    Our company has been witness to many significant events in our 50 year history; this will be one of them and this too shall pass. We encourage our staff to remain positive and optimistic and work together to ride this out; both the biological and economic implications.

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