Business Services

E-Procurement - Vendor Return Policies

Cancelling an order: If the Marketplace order status is:
Unsubmitted Transaction - You can delete the line(s). Once all lines are deleted the order will no longer exist.
Pending Approval-Ask the Approver to reject (return) the order to you. You can then delete the line(s).
Submitted to Supplier - Call the customer service number as soon as possible. Verify the supplier will stop the order from being shipped. Add an internal note to the order or line item about cancellation. Close the line (or order) in ESM receiving tab. Submit an encumbrance liquidation e-sign form. If the order ships, arrange a return and ask for a credit memo to be sent to AP.

Ace Hardware

Damage Goods

Vendor pays

Duplicate Order

Vendor pays

Customer Service

(360) 933-4686-Amy Zweller

Customer Rep

bellinghamacehardware@gmail.com

Other Info

30 day return policy; power tools that have gas/oil need to go through warranty, but Ace will assist with the processs

Apple, Inc.

Damage Goods

Vendor error they pay; customer error we pay

Duplicate Order

Vendor error they pay; customer error we pay

Customer Service

(800) 800-2775

Customer Rep

Randy Wright: 1-512-674-2685: rwright@apple.com

Other Info

30 day return policy; must be unopened, Apple Return form must be filled out

B&H

Damage Goods

Vendors pays

Duplicate Order

Vendor error they pay; customer error we pay

Customer Service

(800) 221-5743 or (800)942-8214 miriamf@bhphoto.com andrewz@bhphoto.com

Customer Rep

Miriam Friedman: miriamf@bhphoto.com Andrew Zeitz:andrewz@bhphoto.com

Other Info

30 day no questions asked return policy

CDW

Damage Goods

Damaged packages should be refused upon delivery or contact customer relations.  Customer pays for shipping cost and of replacement/exchanges.

Duplicate Order

Customer pays

Customer Service

(866) 782-4239 or returns@cdwg.com

Customer Rep

Melissa Neuman: 877-698-5223: melineu@cdwg.com

Other Info

15 day return policy

Commercial Office Interiors

Damage Goods

Call vendor and they will work with us using the manufacturer's warranty

Duplicate Order

Vendor confirms order to avoid this issue

Customer Service

(206) 577-5792 or stinnetta@coiseattle.com or Jaquelyn Kulish (206)448-7333

Customer Rep

Toni Stinnett: 253-314-1396: stinnetta@coiseattle.com

Other Info

No return policy

Connection (previously GovConnection)

Damage Goods

Damaged packages should be refused upon delivery. If damaged package is accepted, carrier should note on receipt. Any hidden or internal damage must be reported within 7 days of receipt.

Duplicate Order

Customer error we pay return freight, a 15% restock fee, and we would generate an RMA and return instructions so the credit would be applied to the correct amount.  Vendor error they will provide a prepaid return label and full credit would be applied.

Customer Service

(888) 213-0259 or customercare@govconnection.com

Customer Rep

Tom Kearney: 800-800-0019 x75524: thomas.kearney@connection.com

Other Info

30 day return policy; returns are subject to a 15% restocking fee and return must be approved

Dell

Damage Goods

Vendors pays and will issue a credit or exchange

Duplicate Order

Call with order number and vendor will send return shipping label

Customer Service

(800) 433-9014

Customer Rep

Elizabeth Bromley: 512-513-9086: Elizabeth.Bromley@dell.com

Other Info

30 day return policy; software may not be returned

Fastenal

Damage Goods

Vendors pays

Duplicate Order

Vendor Pays

Customer Service

(360) 715-1804  Customer Service,

Customer Rep

Eric McKenna: 507-494-3812: emckenna@fastenal.com

Other Info

Unopened and unused, no charge, but would like explanation.

Fisher Scientific

Damage Goods

Vendors pays for return in original box

Duplicate Order

Vendor error they pay freight; customer error we pay freight

Customer Service

(800) 766-7000

Customer Rep

Robin Dyche: 206-214-7438: Robin.Dyche@thermofisher.com

Other Info

10 day return policy; must be in original box

Grainger

Damage Goods

Depends on product

Duplicate Order

Vendor error they pay freight; customer error we pay freight

Customer Service

(877) 202-2592 or eprocustomercare@grainger.com

Customer Rep

Jesse Aguilar: 425-231-9768: Jesus.Aguilar@grainger.com

Other Info

Sold on a "Final Sale" basis.  No cancellations, returns, refunds, or credits allowed

Hardware Sales

Damage Goods

Vendor pays freight.  If it is a stock item, you may refuse delivery and send items back with the driver.

Duplicate Order

Vendor pays freight.  If it is a stock item, you may refuse delivery and send items back with the driver.

Customer Service

Amy.m@hardwaresales.net

Customer Rep

Amy Mullen: Amy.m@hardwaresales.net

Other Info

Deliveries are made on Tuesday and Thursday. If you want additional stock items, please email Debbie.Kirpatrick@wwu.edu.

Keeney's

Damage Goods

Vendor pays and picks up

Duplicate Order

Vendor pays and picks up

Customer Service

(877) 743-7252 or (425) 556-1734

Customer Rep

Jill Cooper: jillc@keeneys.com

Other Info

30 day return policy; pickup up Monday and Wednesday

Medline

Damage Goods

View Medline return page

Duplicate Order

View Medline return page

Customer Service

(800) 307-8386

Customer Rep

Joe Abbott: 206-412-2198: Jabbott@medline.com

Other Info

Products must be returned within 90 days of purchase.

NewEgg

Damage Goods

Call for an RMA and prepaid shipping label

Duplicate Order

Customer error, we pay return shipping but do not pay restocking fees

Customer Service

888-482-6678

Customer Rep

Patrick Cho (626)271-1321 X:22547 Patrick.P.Cho@neweggbusiness.com

Other Info

Each product has a defined Warranty and Return policy.  Usually a restocking fee applies on returns.

Office Depot

Damage Goods

Vendors pays for return

Duplicate Order

Vendor error they pay; customer error we pay

Customer Service

(888) 777-4044

Customer Rep

Austen Cousans: 206-457-7154: austen.cousans@officedepot.com

Other Info

30 day return policy; special orders may not be returned or exchanged

Open Square

Damage Goods

Vendor Error, they pay for return

Duplicate Order

Watch incoming orders to avoid duplicates, Vendor error they pay, if order is wrong vendor pays return

Customer Service

(206) 768-8000

Customer Rep

Robyn Walker: 206-768-1586: rwalker@open-sq-com

Other Info

60% re-stocking fee if customer is at fault; can make order  changes for about three day period after order is placed; if order is made wrong vendor pays for return

Staples (previously Coastwide)

Damage Goods

Call vendor and they will replace at no charge

Duplicate Order

Vendor pays

Customer Service

888-200-0656

Customer Rep

Other Info

30 day rerun plociy; subject to a 15% restocking fee (closed cases only if item is not sold as a separate unit)

VWR Int'l

Damage Goods

Inspect shipment on delivery.  If damaged, show driver and have him note on receipt; if damage is noticed after box Is open, request an inspection within 24 hours of delivery. Vendor reserves the right to repair damaged product where applicable before replacement or credit is issued.

Duplicate Order

Customer error we pay 15% restock fee; vendor error no charge

Customer Service

(800) 932-5000 or Contact Us link or Click to Chat button

Customer Rep

Lauren O'Sullivan: 630-524-8136: Lauren.OSullivan@VWR.com

Other Info

60 day return policy; subject to a 15% restocking charge; customer is responsible for all transportation fees

Waxie

Damage Goods

Vendor error, the pay for retunr, if something is salvageable you can keep no charge

Duplicate Order

No charge return

Customer Service

Hannah Cho: 425-291-1700: hcho@waxie.com

Customer Rep

Hannah Cho: 425-291-1700: hcho@waxie.com

Other Info

Most returns 30-90-days, Chemicals may have a different return policy call for information. Special orders are 25% restocking fee

Workpointe

Damage Goods

They receive product first so they take care of damage before it gets to us

Duplicate Order

They do their best to avoid this, but it would be on a case to case basis to resolve in the most fair way

Customer Service

206-763-4030

Customer Rep

Kylee Westmark: 206-774-6884: Kylee@workpointe.com

Other Info

Products are made to order; make exceptionf for certain situations; 5-day if they had to set a policy for returns