Frequently Asked Questions
Shipping & Delivery Questions
What are your hours?
Do you have a catalog?
How do I know if an item is in stock?
How do I change my order?
Can I cancel an order?
Do you provide quotes?
What if I need more information about a product?
Can I place an order for custom products?
Can I special order an item that is not listed on your website or catalog?
How often do prices change?
What are your terms of liability?
What are your hours? Top
Our order lines (Local 1-864-659-0017)
are available Monday through Friday from 7:00 a.m. through 6:00 p.m.
Central Time and Saturday from 8:00 a.m. through 2:00 p.m. Fax lines are
open 24 hours (1-864-751-5791).
Do you have a catalog? Top
Yes, we have two catalogs—one specializes in hotel related products;
the other specializes in restaurant goods. Please click here to request addition to our mailing list.
How do I know if an item is in stock? Top
Currently our website does not indicate our inventory level.
However, if you need an item immediately and need to know if it is in
stock, please call or email us to verify.
How do I change my order? Top
To change your order, please call or email us. Please note that
it may not be possible to change an order that is in the process of
shipping. Additionally, custom products, such as imprinted key tags,
draperies, custom ice buckets, etc., may not be changed or cancelled
once production has begun.
Can I cancel an order? Top
All orders are considered firm and cannot be canceled without our
approval. All returns and cancellations must be authorized in advance
and are subject to round trip shipping charges and restock fees. If you
need to cancel an order call customer service to make arrangements. If
product has shipped, or a custom order is in process we may not be able
to fulfill your request
Do you provide quotes? Top
Hotel Towels USA specializes in meeting your custom
requirements. Our highly trained staff is here to help you with your
needs. In order to insure the best prices, each quote request is
carefully reviewed. For this reason, quotation preparation may require
up to 48 hours. Acceptance of a quotation is our indication that the
quote has been approved per the specifications listed. My
Hospitality Supply cannot be held responsible for any discrepancies
overlooked during the customers’ review process.
What if I need more information about a product? Top
We understand that each customer has different needs. If your
product questions are not answered on our website, please call us to
inquire. We are happy to seek out whatever information you need.
Can I place an order for custom products? Top
In most instances, yes! Custom orders require payment in
advance. Please be certain of all details (size, color, imprint, etc.)
as custom orders are not cancelable or returnable..
Can I special order an item that is not listed on your website or catalog? Top
We are happy to assist you in ordering any item offered by our
manufacturers. Please note that most special orders take slightly longer
than stock orders, and are non-returnable.
How often do your change your prices? Top
Prices and terms are subject to change at any time, without
notice. All shipments will be made at prices prevailing at time of
order. Orders requested beyond delivery schedules may be assessed a
What are your terms of liability? Top
Our sole liability for goods sold is limited, at our election,
to the repair or replacement of those goods, or repaying or crediting
you for the purchase price of the goods. We will not be liable for any
incidental or consequential losses, damages, lost profits, or expenses
directly or indirectly arising from the sale, handling, or use of any of
the products, or from any other cause. You must submit all claims to us
in writing within thirty (30) days from the date you received the
Payment Questions Top
What forms of payment do you accept?
Is it safe to use a credit/debit card on your website?
Do you charge sales tax?
What forms of payment do you accept? Top
On our website we accept Paypal, Mastercard, Visa, American Express and Discover.
If you would like to pay by check or money order, please call us. Please note that we do not accept electronic checks.
Is it safe to use a credit/debit card on your website? Top
Yes! We understand that the safety of your personal information is
extremely important to you. We use a wide array of security measures to
ensure your information is protected from unauthorized access.
Do you charge sales tax? Top
Sales tax is charged on all orders delivered to Georgia. For orders
outside of GA, sales tax is not charged on most items, although there
are a few exceptions.
For Georgia customers who are tax exempt, please fax a copy of your
tax exempt certificate to 1-864-751-5791 and call to place your order.
Shipping and Delivery Questions:Top
How do you ship?
How much does it cost to ship?
How can I calculate shipping costs?
How long do shipments take?
Can I have an order rush shipped?
What countries do you ship to?
Do you ship to PO Boxes?
Will I have to sign for my packages?
How can I track my package?
What if an item is missing from my order?
What do I do if a delivered item is damaged?
Must I accept damaged product?
How do you ship? Top
All products ship F.O.B. Warehouse at the customer’s expense unless
otherwise quoted. Our preferred method of shipping is via FedEx Ground
and UPS ground. Certain products will need to ship by LTL truck line and
we will choose the best way unless otherwise requested.
How much does it cost to ship? Top
Shipping costs are based on the size and weight of the merchandise, the number
of boxes, and the distance of the shipment. Small package orders in
excess of 200 lbs may qualify for additional shipping cost savings. Call
How can I calculate the shipping cost? Top
Once you place an item in your shopping cart, you may enter your zip code to determine the shipping rate.
How long do shipments take? Top
In-stock items usually leave our warehouse within one business day
and the average delivery time is 2-4 business days. Unfortunately,
specific shipment dates cannot be guaranteed, due to possible material
shortages, accidents, strikes, governmental regulations and other
factors and conditions beyond our control. However, if you need to know
if an item is in stock, please call or email us.
Can I have an order rush shipped? Top
Some items may be eligible for rush shipment via FedEx. Additional
shipping charges do apply. If this is a service you need, please call us
What countries do you ship to? Top
Currently we only ship within the United States; however our website
only accepts contiguous U.S. shipments. Alaskan, and Hawaiian
customers are urged to call us to place orders.
Do you ship to P.O. Boxes? Top
Since we do not ship via the U.S. Postal Service, we are unable to ship to P.O. boxes.
Will I have to sign for my packages? Top
While we do not require a signature, there are times when the
delivery company will require a signature; this is done at their
How can I track my package? Top
For all online orders, once an item has shipped you will receive an email
containing the tracking number. In addition, you may visit our “Order
Status” page to check on the status of your order. If an item has not
shipped, you may call or email us to inquire.
What if an item is missing from my order? Top
If you notice your order arrived short an item at the time of
delivery, please note the shortage next to your signature. If you notice
a shortage upon opening your package or if your order was fulfilled
incorrectly, please call us within 3 business days of receipt at
What do I do if a delivered item is damaged? Top
If your package arrived damaged in transit, please note the damage next to
your signature at the time of delivery. If your package had concealed
damage or contained defective please call us within 3 business days to
report any damage. Please make sure to keep the damaged merchandise,
carton, and packing material so they can be inspected and the liability
Must I accept damaged product? Top
That depends on how bad the damage is. If there is extensive damage
and the merchandise cannot be salvaged, the driver may agree to total
refusal of shipment. If the merchandise is not totally damaged, you must
accept it—but be sure to have the driver note and initial the damage on
the delivery receipt.
Keep the damaged merchandise, carton, and packing material so they
can be inspected and the liability determined. You may file a claim with
the carrier or contact us for further instructions at 1-864-659-0017.
You must pay all additional costs incurred if any shipments are returned
to us as a result of your unexcused delay or failure to accept proper
It is very important that you examine each carton in the presence of
the driver, at the time of delivery, because according to federal law,
once you sign for merchandise, you become responsible for it. The only
exception is if you or the driver note any damage on the delivery
receipt at the time of delivery. We are bound by time constraints
imposed by freight companies and the law. Claims received by the carrier
after fifteen (15) calendar days from the delivery date cannot be
honored, so you must notify us within ten (10) calendar days of delivery
if you want us to help you process the claim.
Return Questions Top
Our Hassle-Free Return Policy is
designed to make returns as easy as possible for you. We accept most
product back in its original packaging up to 90 days from the date of
purchase. Shipping charges and restock fees may apply.
Certain items may not be returnable or may have specific return instructions;
please see below before you make your return.
If you have questions about our Return Policy, please see below or call us at 1-864-659-0017.
How do I return an item?
What condition do returned items need to be in?
Who pays the shipping cost for returned items?
Will I have to pay a restocking fee for a returned item?
Can closeout items be returned?
How do I return an item? Top
All returns require a return authorization number from our Customer
Relations department before returning, including those items shipped
directly from the manufacturer. Please contact Customer Service at
1-864-659-0017. No orders that originally shipped from the manufacturer
to you will be accepted at any of our distribution centers unless
previously authorized by us.
What condition do returned items need to be in? Top
All returns must be returned in new (unused) condition in the
original packaging, complete with any guarantees, and operating and/or
assembly instructions that were included in the original package.
Products that are made to order or customized at your request, including
anything custom printed/imprinted (key tags, advertising specialties,
etc.) or made-to-measure or custom colored (draperies, blinds, lamp
shades, upholstered furniture, etc.) may only be returned if we did not
follow your instructions or if there are defects in materials and
workmanship at the time of delivery. Defective custom merchandise must
be returned within thirty (30) days of delivery.
Who pays the shipping cost for returned items? Top
Return shipping on items shipped in error or damaged in transit will
be paid for by Hotel Towels USA. Customer is responsible for all
shipping charges on returns for any other reason.
Will I have to pay a restocking fee for a returned item? Top
Items returned within 30 days of delivery, that are in new condition,
will not be assessed a restocking fee in most instances. Items returned
30-59 days after delivery may be assessed a 25% restocking fee. Items
returned 60-89 days after delivery may be assessed a 50% restocking fee.
We do not accept returns after 90 days.
Can closeout items be returned? Top
No returns accepted on Closeout Items. All sales are final.
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