2018 Shipping Info: Order by: December 1, 2017, receive by: March 1, 2018; Order by: January 1, 2018, receive by: April 1, 2018; Order by: March 1, 2018, receive by: May 1, 2018; After March 1: Please call for estimated ship dates Online Order Form Downloadable Order Form

Frequently Asked Questions:

 

My Account

  • How do I add addresses to my address book?
  • In your address book, you will see your billing and shipping address. If you would like to add an additional shipping address, simply type in the field titled “Save New Address As:” what you would like to title your additional address, then type in the new address over the existing address and click Submit. Next time you place an order, both addresses will be available through a drop down box under your shipping address for you to select.



  • What are My Lists?
  • Registered users can create lists to keep track of favorite or frequently ordered items. You can create multiple lists to save products in groups that are similar or ordered together. Lists can be emailed for approval or used as a reminder of favorite products or items that are needed to replenish stock. Lists are also available with our Quick Shop feature; just enter the item number(s) and quantity(s) in the Quick Shop grid and select a list from the “Add to List” dropdown.


  • Who can change My Lists?
  • Only you, when logged into the Web site, can change your lists. If you have shared a list with others, they can view the current contents of your list or add items from your list to their cart, but they CANNOT change your list.


  • How do I share my list with someone else?
  • Enter the e-mail address of the person you want to share your list with and we'll provide them information that allows them to view (but NOT change) your list. Please be aware that this is a dynamic, real-time list. Any changes you make to your list between the time you send the e-mail and the time the list is opened will be reflected in the list the recipient sees.


  • What should I do when I receive a list from someone else?
  • A link will be included in the e-mail that will take you right to the list, or you can log in to your account and enter the list number that is provided in the e-mail. If you wish to order items on the list, place a check next to the items to be ordered and click the “Add to Cart” button to proceed with checkout.


Delivery Information

  • How are my items delivered?
  • Most orders are shipped via FedEx Ground or USPS. Large shipments may require truck delivery. Unloading is the customer's responsibility. If assistance is needed, please call 1-855-255-2757 for more information. You can also call for information about express delivery service.


  • Do I need to add shipping charges to my order?
  • For orders under $70, add $7.50.
    For orders over $675, add $75.
    For orders between $70 and $675, add 11%.
    For larger orders requiring truck shipment, additional charges will be added. Please call 1-855-255-2757 for more information.
    Call for shipping charges outside the contiguous 48 states.



  • When can I expect my order to ship?
  • Orders are shipped in the order they are received. To accommodate the high volume, we encourage you to order early to ensure timely delivery and the best selection of products. The schedule below will help you decide when to order, based on the date by which you need the materials. Order early to guarantee timely shipping and full product selection!

  • Place your order by Dec. 1, 2016 to receive your order by March 1, 2017
    Place your order by Jan. 1, 2017 to receive your order by April 1, 2017
    Place your order by March 1, 2017 to receive your order by May 1, 2017

    For orders placed after March 1, 2017, please call for estimated ship date and product availability.


Ordering

  • Can I use a PO to order items?
  • Yes! If you have a PO number, you can enter it into the payment information section during checkout. If your institution is on file with us but you do not have a PO number, you can simply enter your last name.

    If you need to submit your order for approval, our "Price Quote" feature is a convenient option. After shopping with us, view your cart and click on "Price Quote." Enter your contact information and within seconds you'll receive a printer-friendly order summary, including shipping and handling charges and tax, which can be submitted to your purchasing office.


  • What if I am tax exempt?
  • If you are exempt from payment of sales tax, you can indicate this during the Checkout process. Upstart needs to have a copy of the appropriate documentation on file at our corporate headquarters, so if you have not already done so, you should send us a copy of your exemption certificate. Upstart will verify your exempt status prior to invoicing your order, and will add the appropriate sales tax to your order if necessary.


Using the Web site

  • Is it safe to order with you online?
  • We value your business and work hard to provide the safest ordering process available! Our site uses SSL (Secure Sockets Layer), the industry-standard security protocol. Secure browsers like Netscape and Internet Explorer take all information you enter on our site, including orders, addresses, PO numbers and credit card information, and encrypt it before it is sent across the Internet. For more information about the safety of this site, please visit our Security page.



  • Are the prices on the Web site correct?
  • Upstart makes every effort to present the current/correct prices on our Web site, but errors do occur. The price(s) shown on the Order Confirmation page (that you receive in our Checkout process) will be the price(s) on your invoice.


  • How do I use the Search feature?
  • To begin a product search, enter keywords or an item number into the Search box at the top of any web site page. Our intelligent search function will direct you to the product you want, along with complementary items. You may narrow your results and refine your search as needed by using the navigation bar on the left side of the page.


  • How do I narrow my search results?
  • After you have searched, you may narrow your results by using the navigation bar on the left side of the search results page. These links reflect the attributes of your current result set and allow you to narrow your results to find exactly what you need.



  • Can I order any item through Quick Shop?
  • Items that require customer interaction and input are not offered electronically at this time. This includes items such as custom signs and stamps, labels and tape with imprints, book pockets with imprints, etc.


  • Can I save the items in my Shopping Cart for later retrieval?
  • Yes! When you are logged in to the site, your shopping cart will be saved automatically. The next time you log in, the items will still be in your cart. If you do not wish to have these products in your shopping cart simply add these products to your Wish List from the product page or your Quick Shop order form.




Returns

  • How do I return an item?
  • To return an item, call 1-855-255-2757 before July 1, 2017. Our Customer Relations staff will work with you to review your claim and arrange for a prompt refund, credit or replacement. Restocking fees may apply.


  • What if something in my shipment is missing or damaged?
  • Before signing for any shipment, please ensure that the number of pieces being delivered matches the count on the delivery receipt.

    For truck shipments: Note any carton shortages or damages on the delivery receipt before signing.

    For small package shipments: The number of pieces in the shipment is indicted on each carton. Sign only for the number of cartons you receive. If a carton is missing, it may be delivered the following day.

    Before signing, check for any external damage to cartons on packaging. If visible damage is found, open the carton and inspect, and note damage on delivery receipts. Carriers require that damages found after a delivery has been made must be reported within 15 days.

    The form on the back of your Packing Slip or your Order Acknowledgment clearly outlines how to report damaged merchandise. Contact our Customer Relations Department at 1-855-255-2757 if you have any questions.

    After delivery, carefully inspect the carton and packing to make sure small items have not been overlooked. If any items are missing from your order, check the Packing Slip to see if they have been back ordered for later delivery. Call 1-855-255-2757 to report any missing items.

    Always make a note on the delivery receipt regarding any damages or missing items — this will help expedite your claim later.


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