Resources
Turnaround time and setup fees:
Turnaround time varies depending on the product ordered. In general, you can expect your items to ship within the timeframes listed below.
- In Stock Items: 1-2 Business Days
- Custom Printing: 5-7 Business Days
- PrimeLine Apparel: 3-4 Business Days
- Non-PrimeLine Apparel: 7-10 Business Days
- Signage: 10-15 Business Days
- Nametags: 2-3 Business Days
- Custom Branded Merchandise: 10-15 Business Days
- Logo Mats: 7-10 Business Days
If my order has items with different turnaround times, how will my order be processed? *
Our standard process is to hold all items until the order is fulfilled in full. We do this in order to minimize shipping costs for our customers. If you would like your order split shipped, please indicate which items you would like shipped separately in the notes section before checkout. If you would like items to ship when available, please write "SHIP ITEMS WHEN AVAILABLE" in the notes section before you check out.
*Note: Some orders must be split due to items being shipped from separate warehouses.
Can I order a sample before I purchase a product?
Yes. Random samples of most custom products are available upon request. Blank clothing samples will be charged to your account upon shipping. A full credit will be issued for all clothing samples returned within 30 days from the date the goods were shipped. The customer is responsible for outgoing and return shipping costs.
What if I want to return item(s)?
All unused, non-customized items can be returned for credit within 30 days of the shipping date. Please contact a customer service representative for instructions on how to return your items. The customer is responsible for freight on authorized returns. Custom items and embroidered apparel may not be returned for any reason except for manufacturer defect. Restocking fees may apply.
How are my orders shipped?
We do everything we can to try to minimize shipping costs. Most orders are shipped via UPS ground, but we reserve the right to change carriers/shipping methods when it is in the best interest of our customer. Expedited shipping options are available during the checkout process. Some items may ship from a different warehouse and may be billed separately. Free shipping applies to standard ground services within the contiguous United States; certain weight and size restrictions may apply.
Can I ship on my own account?
Yes, you may choose to ship on your own shipping account. You will need to contact our customer service team to give them your account number. There will be a Handling Fee of $7.50 for each order.
What happens when an item is backordered?
Unfortunately, items occasionally end up in a backordered situation. When this happens, we will make our best attempt to find an appropriate substitute. If a substitution is not possible, we will ship the backordered product as soon as it becomes available. All shipping costs for backorders are at Western Hotel Supply’s expense.
How do I pay for my order?
Upon checkout, you will have the option to pay by credit card or purchase order. In order to charge to your Western account, you must be in good credit standing. A customer service representative will contact you with any payment issues during order processing. Are you a new customer or need to update your credit information? Credit lines (up to $2,000) may be issued on approval of our credit application process. Please complete and return our credit application to get started!
International orders require prepayment and shipping costs. Items shipping outside of the United States are subject to international trade agreements. Incurred customs, duties, and/or taxes will be billed directly to you by UPS and are due at time of delivery.
Note: if paying by credit card, your statement will reflect one of the two descriptions based on your provider:
CORPIMAGEGR
WESTERNHOTELTIDMORE
How do I check my order status?
Please call 1-800-645-3856 or email customerservice@westernhotelsupply.com to check your order status. Please reference your order # to help us expedite your request. An email containing your tracking number will be automatically sent when your shipment is processed.
Can you rush my order?
We will make every effort to accommodate rush order requests. Contact a customer service representative via phone (1-800-645-3856) or email customerservice@westernhotelsupply.com - let us see what we can do!
How many items will I receive in my custom print order?
All custom print jobs and promotional items are subject to a 10% over/under run and are billed accordingly.
**Pricing is subject to change at anytime**