My Account

Shopping

Shipping

Payments

Returns

Question: Why is my account information not showing on my order?
Answer: You may be on the guest account, and not logged in. If you are set up for online ordering you will not have to enter your account information - it will be in our system already. If you've placed an order and it's asking for a shipping address and a credit card number, more than likely you are not logged in.

Question: Can you tell me my password?
Answer: Due to increased security we cannot see your password. Please click on "Forgot my Password" located to the right of the password entry field on the login page. Enter your User name, and then answer your security question. This will reset your password. You will receive an email with a temporary password. You will then be able to login using your username and the temporary password. The system will then ask you to change your password.
Tip - Copy and Paste the temporary password when you are logging in.

Question: Forgot My Password doesn't work.
Answer: You are either not answering the security question correctly, or you are locked out. Due to higher security, after multiple attempts the system locks you out. Please click "Contact Us" located at the bottom of the webpage in the Purple bar. Select "Rest My Password" as the message type, and we will reset your password. You will receive a separate email with a temporary password to use. Please log in at www.fsioffice.com under "Smart Net Order Online?" and copy/paste the temporary password in. The system will then request that you set up a new password and security question that will be known only to you.
**If you fill out the online Reset Request, please do not contact your CSR with the same request. This will only delay your reset due to multiple resets.

Question: How do I Copy/Paste?
Answer: Put your mouse cursor in front of the item you want to copy. Hold down the left mouse button. Slowly drag your mouse across the item that you want to copy until the entire area you want copied is highlighted. Release the left mouse button, but leave the curser over the highlighted area. Click the right mouse button and select "Copy". Then go to the area that you wish the paste the copied item. Click the right mouse button and select "Paste".

Question: How do I logout?
Answer: If you look in the left-hand column under My Account, you will see a purple logout button. Click the logout button, and you will be logged out of our system.

Question: I've completed my order, but the system won't let me check out. It keeps taking me to the login page. The top corner has my information, why can I not check out?
Answer: Please look in the left-hand column under MyAccount. If there is not a purple "Logout" button, then you are not logged in. Please enter your username and password to complete your order. If you are logged in, but still cannot check out, please make sure your cookies are set to accept. In Internet Explorer, Go to Tools, Internet Options, click on Security Tab, and click on Advanced. First and Third party cookies must be set to Yes.

Question: How can I change my security Question?
Answer: To change your security question, click "Update My Information" in the My Account dropdown menu. Click on "Change Security Question". Click the Current Password box and enter your password. (This verifies your authority to change the security question.). Then Click the down arrow in the Security Question box and choose a new question. Click in the Security Answer box and enter the answer to your question. Then Click Finish.

Question: I cannot print from Order History, Compare Items, use the HP Printing tool, or the Calendars/Planners tool.
Answer: Please make sure that your pop-up blocker is turned off. Also, if you are using a browser other than Internet Explorer (such as Google Chrome or Firefox), please logout, and log in using Internet Explorer.

Question: How do I Shop/ Check out as a guest?
Answer: If you do not have an FSIoffice account, and do not wish to create one, you can shop as and checkout on our "Guest Account". Just add the items you wish to purchase to your shopping cart, and when you are ready click the "Checkout" button. Our login page will come up. At the bottom of the page there is a block that says "New User?". In that block there is a link that says "I do not want to create an account today, please take me to guest checkout". Click on this link. You will then be able to enter your billing and shipping information and complete your order.

Question: What is the selling UM?
Answer: The unit of measure displayed in the "Your Price" column is the unit of measure in which you will be charged and receive the product. For example, if a pen is listed in the "Your Price" field as $0.99/Each, you will receive 1 pen for $0.99. If you would like a full dozen, you would enter "12" in the quantity field.

Question: What does "EA" mean?
Answer: This is the unit of measure. It's an abbreviation for "each". Below is a list of unit of measure abbreviations.

BK = Book BX = Box CS = Case CT = Carton DZ = Dozen
EA = Each PK = Pack RL = Roll RM = Ream ST = Set

Question: How do I order a custom stamp?
Answer: When you click on "Home" there are 5 red boxes in the middle of your screen. If you click on the last one that says "Custom Stamps", it will open a separate page. You will need to register the first time you go to this website. It will ask for a registration code, you can leave that blank. Once you are there, you can select which stamp you would like to customize. The cost of the customization is included in the cost of the stamp. Since customized product is non-returnable, you may want to talk with your customer service rep the first time you order.
*Please note - with the Notary Stamps, we need a copy of your certification.

Question: How do I order custom printed items (ex. Business Cards, Printed Envelops)?
Answer: Please contact your sales person or CSR.

Question: What does the in the "Your Price" column mean?
Answer: This means that the item you are trying to order is not available or your purchasing department has asked us to block this item.

Question: How do I measure a binder?
Answer: Binders are measured by the ring in the binder (not the outside spine). Measure across diameter of the ring - this will give you the size.

     

Question: How do I measure for a privacy/glare screen?
Answer: Choose from widescreen to standard size. Measure diagonally on your screen from the top left corner to the bottom right corner - do not include the frame in your measurement.

Question: When are dated goods available?
Answer: Dated goods (calendars and planners) are available for the new (next) year in August and September of the current year. Plan ahead - calendars sell out fast!

Question: Is there a way that I can see if an item is in stock?
Answer: Please contact your CSR for the most up to date information.

Question: I got a alternate/substitute item. Why didn't I get what I ordered?
Answer: The majority of the time, an item is substituted because it is comparable and more economical (a better value item.) If the item you received is not to your satisfaction, please contact your CSR.

Question: The system is suggesting an alternate/substitute item, but I want the original item that I entered. How do I get the original item?
Answer: Sometimes when you enter in an item number a purple box will pop up that lets you know there is a less expensive alternate/substitute item. In this box you can either click on the suggested item to add it to your cart instead, or you can click on "Use original item" to receive the item number that you entered.
Please be aware that if you do not see the purple box that lets you choose, then your purchasing department may have asked us to automatically change your item to the less expensive alternate/substitute item.

Question: I keep seeing alternate items popping up. How do I block these?
Answer: Call your Customer Service Representative and your account will be checked to see if you are eligible to have subs blocked.

Question: How do I order furniture?
Answer: furniture ordered on-line is delivered un-installed. If you have specific delivery needs or furniture questions, please contact your FSI Customer Service Representative for order placement.

Question: Is there a way to change the format of My Favorites so that I see all items in a list and not in categories?
Answer: Go to you're my Favorites list, you will see where it shows the categories. Click on one category, and you will see an option box that is checked that says "Show products by category". If you remove that check-mark, it will show all of the favorite items in a list. You can then select how many items you want to show per page. Simply check the box if you want the items to show by category again.

Question: I entered an item in Search, but that item isn't what comes up.
Answer: Please clear out your temporary internet files. In Internet Explorer, Go to Tools, Internet Options; it will be on the General Tab. Under Browsing History, Click Delete. It will give you options for what you can delete. We recommend deleting Temporary Internet files, and cookies.

Question: I'm looking at a Saved Order (or an order in Order History) but the correct information isn't showing.
Answer: Please clear out your temporary internet files. In Internet Explorer, Go to Tools, Internet Options; it will be on the General Tab. Under Browsing History, Click Delete. It will give you options for what you can delete. We recommend deleting Temporary Internet files, and cookies.

Question: How do I email my shopping cart?
Answer: If you pull up your cart under "View Shopping Cart" there is a Print button. If you click on it, a copy of the order will open in a new screen (must have pop-ups turned on). Then go up to "File" and "Send To" on your IE browser, and you can select to send by email a copy of that page.

Question: Is there a minimum dollar amount for free delivery?
Answer: No, there is no minimum dollar amount for free delivery when ordering office supplies. If you are purchasing furniture, you will need to contact your Customer Service Rep or Salesperson regarding pricing and delivery charges.

Question: Our office has moved, how do I change our address on our account?
Answer: At this time you are unable to make this change online. Please contact your Customer Service Representative and they will be happy to update your account information.

Question: How long does it take for special orders?
Answer: Special orders are out of the ordinary and they will take longer to process. Custom stamps normally take 7-10 days. Furniture items can be up to 4 weeks. Your CSR can answer questions on lead times depending on the product.

Question: What is all this information on my Packing Slip?
Answer:

  1. Your Invoice Number - This is the number in the top right corner. This number is assigned to your order when it is placed, and follows through with the order until completion.
  2. Your Account Number & Department - This is the information in the left corner above the billing address. This is the number that FSI has assigned to your personal account and any shiptos you have.
  3. Piece Count - This is located in the top, center of the packing slip. This is the number of total cartons (boxes delivered) your order contains. Example: 1 case of paper and a box of miscellaneous items would be a 2 piece count.
  4. In the top of the packing slip between the Billing and Shipping information is the method of payment. You will see either "Charge", "Prepay", or "Credit". Charge means the order will be billed by regular invoice. Prepay means the order will be charged to your credit card. Credit means credit memo.
  5. In the body of the packing slip is the following:
    1. Bin Location - this is where the item is in our warehouse- just FSI reference.
    2. Order Qty, B/O Qty, Ship qty - Total order, number backordered (if applicable), and the number shipped.
    3. U/M - This is the unit of measure of the item ordered.
    4. Co - Manufacturing comp">any
    5. Item - The order number of the item and its description.
**Note - The total due on a packing slip is for items shipped, and may not include tax***

Question: How long do we have to report a shortage?
Answer: You have 10 business days to report a shortage.

Question: Can I pay my account online?
Answer: Yes, but you will need to be set up to do so. Please contact your FSI customer service rep or sales representative to get set up. Or if you would prefer, you can call our accounting department at 1-800-845-2013 and pay by credit card.

Please mail payments to:
Forms & Supply, Inc.
PO Box 563953
Charlotte, NC 28256

Question: How do I print an invoice?
Answer: Click on "My Orders" then "Order History". Beside each invoice number there is a place to check the box to print. Once you have checked the box, click "Print" which is in purple at the bottom and top of the invoice listing. Make sure your Pop-Up blocker will allow the page to pull up so you can print it.

Question: What is your Return Policy?
Answer: FSIoffice appreciates the opportunity to provide quality products to you. Please be aware that each return costs both your company and FSIoffice a minimum of $30.00 to process. Please evaluate this, in the event a product needs to be returned, follow our return policy as stated:

  • All merchandise returned must be in the original carton with all packing intact, unmarked, and in new resalable condition.
  • All merchandise must be returned within 21 days of the invoice date to avoid a restock penalty.
  • Defective merchandise must be returned within 21 days of the invoice date.
  • Special order merchandise including furniture is not subject to return except in case of error by FSIoffice.
  • Shortages must be reported within 10 days of the invoice date
  • Damaged merchandise should be refused.
  • Concealed damaged merchandise should be reported immediately.
Warranty: The manufacturer's standard warranty shall apply. FSIoffice guarantees items offered to be free from any and all defects in material, packaging, and workmanship and agrees to replace defective items promptly.

Question: How do I do a return?
Answer: If you look at the top of our webpage, there is a red menu line that runs across the screen. The last option on it says "Return Request". Fill out this form, and click the Submit button, and your return will be picked up.

Question: How long should a return take?
Answer: Our return procedure usually takes 7-10 days for completion. Fill out the return request form online (see #25) or contact your CSR. The pickup is entered in our system, and then your driver is notified to pick up the item. The item in sent to our returns department where it is processed. Our Accounting dept will them complete the process and apply the credit to your account.

Question: Who do I contact regarding my product's Warranty?
Answer: The Warranties of items are between the Manufacturer and You the Buyer, not with FSI. Please contact the manufacturer with any warranty questions.


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