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Staples Soul
 

Frequently Asked Questions



ORDERING  | DELIVERY  | RETURNS  | STAPLESLINK  | P-CARDS

ORDERING

How do I place orders?
Begin placing office supply orders by visiting www.StaplesLink.com. This ensures that Cornell University takes full advantage of our discounted prices negotiated with Staples.

Why do I need to order using Staples?
Purchasing at an office supply store or other retailer on behalf of our company results in a lost opportunity to leverage the discounted prices we negotiated with Staples.

How do I get set up with Staples?
Fill out the StaplesLink electronic registration form on this site. You will be sent your account information within 48 hours of submitting the form.

How often should I place orders?
To continuously maintain cost effective office products, StaplesLink.com users should order efficiently by eliminating small orders, except in the case of an emergency.
  • Consolidate smaller or multiple orders into larger orders
  • Plan ahead to avoid last minute purchases
  • Use the Shopping List for easy access to frequently ordered items


How do I order an item that I cannot find on StaplesLink?
Call Customer Care at 1-877-826-7755. They will attempt to find you a compatible item that Staples stocks, if one is available. If it is an item that Staples does not stock, you will need to create a “Noncatalog item order” on StaplesLink. Customer Care will provide you with detailed item information. You MUST provide that information when you place your Noncatalog order or your order will not be processed. If you have additional questions, contact your Account Manager, Maureen Vogt at 877-554-4006 ext. 303.

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DELIVERY

When can I expect delivery of my order?
All orders received by 4  PM will be processed on the day of receipt. In-stock merchandise is typically delivered the next business day.

When I place an order on the Internet, how will I know the expected delivery date?
You can view the expected delivery date of a particular product by entering the item number in the Quick Order box on the Home Page, entering the quantity required and clicking Delivery Date. The expected delivery date for the specified quantity will be displayed.

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RETURNS

What is the Returns Policy?
For more information on returns, see the Quick Reference Guide for Returns.

If for any reason you are not completely satisfied with a product purchased from Staples, you may return it within the applicable time frame. The product must be returned to Staples with its complete and original packaging intact (original UPC code, packaging materials, instructions, manuals, etc.). A restocking fee may apply.

  • General office supplies must be returned within 30 days of receiving the product.
  • Furniture must be returned within 30 days of receiving the product.
    1. Must be unassembled *** Assembled Furniture can not be returned***
    2. Must be in original packaging in sellable condition.
  • Please call your Customer Service team to return damaged or defective products.
  • Unopened software may only be exchanged or returned within 30 days of receiving the product
  • Custom Products are not returnable unless damaged or defective within 30 days
  • Items must be ready when the driver arrives to do the pick-up

      • Your account will be credited when returned merchandise is received back into inventory.



      How can I Return products?

      To return an item in your order, please do the following within 30 days of delivery to ensure that you receive proper credit.

      1. On the My Order Status page, locate the order number you wish to place a return against.
      2. Click the Returns link to view the online Returns form.
      3. Complete the Returns form and click Submit. You will receive a confirmation notice and it will automatically issue a Returns Authorization to arrange for a pick-up of the product. Print the confirmation page and enclose it in each box that you return.
      4. Write ‘Staples Return’ on each carton.


      How can I exchange products?

      To exchange an item, call your Customer Service Team to request a return authorization and to order another item. They will arrange to pick up the item and ship out your replacement.

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      STAPLESLINK

      What is StaplesLink.com®?
      StaplesLink.com is the online ordering platform for Staples Advantage. Through StaplesLink.com, you are able to access the special rates your company can receive from Staples.With StaplesLink.com, you can order supplies electronically from your computer anytime. The site provides immediate access to more 30,000 products, with new products added daily. StaplesLink.com has several features you will enjoy, including:
      • Easy online ordering
      • Easy "Search" function allowing you to find product items by keywords, item number, brand and more.
      • Easy identification of your company contract items with blue box noting "Contract Item"
      • Easy to update and view Shopping Lists of your company’s contract items
      • Dependably low contract pricing and high quality contract items
      • Dedicated customer service team to assist you with any questions
      • Convenient online StaplesLink.com training tour –– learn about StaplesLink.com on your time
      • ResourceCenter for the most up to date and latest program information.


      How can I familiarize myself with StaplesLink.com?
      A StaplesLink.com virtual tour is available in the Customer Service section of the Website to help you learn how to navigate the site and place orders. To access the tutorial, log onto StaplesLink.com, select "Customer Service" from the tool bar at the top of the home page, and select "StaplesLink.com Virtual Tour."

      How do I use the StaplesLink Website?
      It’s EASY! If at anytime you are unable to find what you are looking for, click on “HELP” found in the upper right hand corner of the Web site to find answers to any questions you might have. Take the StaplesLink Online Training Tour by clicking on “Customer Service” then “Training Tour” to learn more about all the features and benefits of StaplesLink. Click here to learn more on how to navigate StaplesLink.

      How do I find what Im looking for on the StaplesLink website?
      There are a few ways to navigate around StaplesLink. One way is to type in the item in the Search field at the top of the site. Another way is to click on categories, such as “Office Supplies” or “Ink & Toner”.

      How do I create a shopping list?
      From the StaplesLink home page, go to “View All Lists” found on the lefthand side and click “Go.” Above all the lists, click on “Create New List.”

      Do I need to register for StaplesLink.com and who do I call if I have questions?
      Yes. Click here to register to StaplesLink.com. If you have any questions or need help, please call your account manager.

      Who can I contact for assistance?
      For technical assistance, call the StaplesLink.com Technical Support Line at 1-800-633-6080. For product inquiries, order status, or delivery information, call Staples Customer Service.

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      P-CARDS

      Can we use our P-Cards in a Staples® store and still get the corporate discount?
      Yes.  Cornell University has a registered Staples Retail Program via procurement cards. Users receive the lowest price for items on sale, clearance or special promotion. No petty cash is exchanged. Price adjustments and correct billing occur at point of sale.

      What if I do not have a p-card?
      You can access the American Express Purchasing Card Application by going to the Program Information/Purchasing Card Information on this site.

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