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Ordering Overview
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Staples Soul
 

Frequently Asked Questions



ORDERING  | DELIVERY  | RETURNS  | CATALOG  | STAPLES ADVANTAGE SITE  | STAPLESLINK  | P-CARDS  | CONTACT

ORDERING

How do I place orders?
Begin placing office supply orders by visiting www.StaplesLink.com. This ensures that our company 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.

Is there a minimum order with Staples?
Our company has established a minimum order of $XX. This minimum was implemented to consolidate orders and improve operational efficiencies for program savings.

To assist you in consolidating orders and making sure you meet this minimum, Staples Advantage® has listed five tips to make this easy for you.

  • Order once a week: Determine how much of each item is needed to carry you through a full week. Use up any present supplies of each item until more items are needed at the end of the week.
  • Anticipate projects and events:Anticipate projects, proposals and events that require special or additional quantities of office products that are normally stocked. Ordering in advance will save you time and frustration.
  • Order early: Order as early in the day as possible to ensure prompt delivery.
  • Group orders: Whenever possible, consolidate orders with your coworkers. Pick a time of the day/week to place orders and remind coworkers of your deadline.
  • Save money: Consolidating your smaller orders into fewer larger ones saves our company time and money.


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 know if I'm ordering a Contract Item?
Contract Items are identified in StaplesLink.com with a blue box indicating “Contract Item.” Prices in the color section of the Staples Advantage catalog represent manufacturer’s suggested retail prices not our company’s discounted prices. Staples Advantage offers our company a significant discount for all purchases from their catalog.

Click here to go visit the www.StaplesLink.com or type www.stapleslink.com in your Web browser.

What forms of payment can I use?
In order to obtain our savings, payment must be made with a valid credit card or corporate purchasing card.

What products are available to us and why?
In order for us to gain the maximum value of our relationship it is important that only our company-preferred items (standardized products) be ordered. Ordering from a standard product portfolio will help us be more efficient in managing and maintaining our office supply inventory.

How do I order an item that I cannot find on StaplesLink?
Call Customer Care at 1-xxx-xxx-xxxx. 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, xxx at xxx-xxx-xxxx.

If my team frequently uses an item that is not on our company’s contract list, will I be able to negotiate to get it added?
As part of a quarterly review process, Staples reviews comprehensive product usage with our company’s purchasing management. An analysis is conducted on all contract and non-contract items. The resulting decisions to add or remove items from the contract item list are made in the context of leveraging our overall spend for office supplies and related products.

What do I do if I have a backorder?
Please do not reorder if your packing slip indicates an item is on backorder. Your item(s) will be shipped as soon as it is available. If you wish to cancel a backordered item, call Staples Customer Service at xxx-xxx-xxxx.

What is a special order?
A special order is an item that cannot be ordered through StaplesLink. An example of a special order is an item that does not appear on StaplesLink or in the Staples catalog and may require additional research to order.

How can my account obtain tax exempt status at Staples?
In order for your account's Ship To's to receive tax exemption, you must fax a clear copy of all applicable tax certificates to CSS Help Desk at 201-488-9051. Please indicate your Company ID on the certificates or a cover page, so your request can be processed. Please allow 24-72 hours for the tax exempt status to take effect.

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DELIVERY

When can I expect delivery of my order?
All orders received by 5 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.

What do I do if I did not receive an item that is listed on my packing slip?
If the quantity of an item on your packing slip does not match the quantity of the items received, call Staples Customer Service at 1-xxx-xxx-xxxx. After researching your claim, Staples will issue a credit to your account. Reorder the item through the same method you used to place the initial order.

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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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      CATALOG

      How do I get an office supplies catalog?
      You will receive a catalog shipped automatically with your first order. If you need additional catalogs please contact XXX at xxx-xxx-xxxx.

      Who do I contact if I need a product that is not in the catalog?
      If you are unable to find a product that is needed in the online catalog, Staples will help you find it for you. Contact xxx at xxx-xxx-xxxx.

      Why do some items shown in the e-catalog have an “On-Contract” button next to them?
      Our company and Staples have identified hundreds of core items and flagged these in the electronic catalog as “On-Contract.” On-Contract items represent the most commonly ordered products and/or the approved product standards for each category of products ordered by our company. Staples has leveraged our company’s spend on these products with our suppliers to produce the lowest possible product costs. Employees will save our company money by trying to purchase most of the products they need from the “On-Contract” list.

      Why can I not choose everything from the Staples catalog?
      Some items were consolidated in an effort to achieve greater cost savings while providing associates with high quality products.

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      STAPLES ADVANTAGE SITE

      What is the Staples Advantage site?
      The Staples Advantage site is an informational resource created by Staples just for our company’s associates. It includes comprehensive ordering instructions and program and contact information.

      Logon at: www.StaplesAdvantage.com/xxxxxxx
      Username: XXX
      Password: XXX

      Username and password are case sensitive.

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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 I’m 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”.

      What if I can’t find the product for which I’m looking on StaplesLink?
      Contact your dedicated Customer Care team at 1-xxx-xxx-xxxx. They will assist you in obtaining the products you need. You can reach Staples Customer Service Monday–Friday, 8:00 am–5:00 pm local time.

      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 customer service at 1-xxx-xxx-xxxx.

      Can I save my personal credit card information through StaplesLink.com?
      Yes. Upon placing your first order through StaplesLink.com, you will have the opportunity to securely save your personal credit card information to your profile. When completing the last step of submitting your order, you will be brought to the "Your Order: Purchase Information" page where you will verify the shipping information for your personal purchase. At the bottom of this page, you can enter and save your personal credit card information in the "Payment Method" section that will be saved for future purchases.

      Do I need to place an order through StaplesLink.com to save my personal credit card information?
      No. StaplesLink.com provides users an opportunity to save their personal credit card information without having to place an order. Under the "Administration" section on the StaplesLink.com home page, click on the "Edit My Profile" link and you have the opportunity to add or edit your personal credit card information.

      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 at 1-xxx-xxx-xxxx.

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      P-CARDS

      Can we use our P-Cards in a Staples® store and still get the corporate discount?
      Yes.  Our company 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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      CONTACT

      Who do I contact if I have questions?
      Many questions about the ordering process can be answered by on this site. For help ordering office supplies, please call the StaplesLink® help desk at 1-xxx-xxx-xxxx. For Staples Orders and Customer Service issues, please call your dedicated customer service team at 1-xxx-xxx-xxxx or email at xxx@staples.com. You may also access the Contact Us page on this site for contact information.

      Who do I contact with questions regarding order status, delivery information and credit information?
      Our company’s dedicated customer care team can answer these and many more questions and can be reached at 1-xxx-xxx-xxxx.

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