Frequently Asked Questions

ORDERING

How do I place orders?
Begin placing office supply orders by visiting EWay.com. This ensures that our organization 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 organization results in a lost opportunity to leverage the discounted prices we negotiated with Staples.

How do I get set up with Staples?
Click on the "Request a User ID" link on the login page of EWay.com. You will be sent your account information within 48 hours of submitting the form.

How do I know if I'm ordering a Contract item?
Contract Items are identified in EWay.com with a dollar sign icon indicating “Contract.” Prices in the Sourcebook represent manufacturer’s suggested list prices, not our organization’s discounted prices. Staples offers your organization a significant discount for all purchases from our catalog.

What forms of payment can I use?
Staples accepts the following forms of payment:

Organization check
All major credit cards (MasterCard, Visa, Amex, Discover) or a corporate purchasing card
ACH (Automated Clearing House)
EFT ( Electronic Funds Transfer)

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 organization-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 EWay.com?
Call Customer Service at (888) 238-6329. 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 “Special Order” on EWay.com. Customer Service will provide you with detailed item information. You MUST provide that information when you place your non-catalog order or your order will not be processed. If you have additional questions, contact your Account Manager, Ken Perdue at 816-728-0315.

If my team frequently uses an item that is not on our organization’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 organization’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 re-order 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 (888) 238-6329.

What is a special order?
A special order is an item that cannot be ordered through EWay.com. An example of a special order is an item that does not appear on EWay.com 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 Customer Service Setup Help Desk at (201) 488-9051. Please indicate your Organization 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.

Please visit this link for important information regarding updating your account and tax information before July 1, 2009.

Back To Top

DELIVERY

When can I expect delivery of my order?
All orders received by 5pm 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 an order by entering items in the Shopping Cart and clicking the "Shipping & Building" tab. The "Next Scheduled Ship Date" displays in the "Delivery Date" information area.

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 (888) 238-6329. After researching your claim, Staples will issue a credit to your account. Re-order the item through the same method you used to place the initial order.

Back To Top

RETURNS

What is the Returns Policy?
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.

Except for special orders, furniture, technology, business machines, software and certain facility supplies, we gladly accept the return of products within 30 calendar days from the date of delivery.

Special orders, custom, custom imprint products, made to order products, products sourced specifically for the customer, and non-stock furniture are not eligible for return unless damaged or defective. Please ask your Account Representative for a complete listing of our in-stock furniture programs.
Unassembled in-stock furniture returns will be issued a full credit if returned in new and unused condition, with original packaging, within 14 calendar days from the date of delivery and will incur a 35% restocking fee exclusive of freight or delivery.
Large orders and merchandise returned after 30 calendar days may not be eligible for returns or if accepted, may be subject to a restocking fee.
Technology and business machines may only be returned within 14 calendar days of receiving the order.
Unopened software may be returned within 30 calendar days of receipt.
Opened or defective software may be exchanged for the same title and version within 30 calendar days of receipt.

How can I Return products?
Using "Order Status", access the "Submitted Orders" tab and locate the order that needs to be returned by using the scroll bar, or by filtering the orders. Note: Only submitted orders can be returned.

1. Click the "Returns" button at the end of the order row. The "Request for Return" form will open and auto-populate the following Section 1 fields based on the order selected:

User name
Organization
Staples account #
Telephone
Fax
Email address
Order Number
Order Date
Order Lines Information (Qty Ordered, Item Ordered, Description, Unit Price)

2. OPTION: If you need to return the entire order, click on the radio button next to I wish to return the entire order in Section 2, and provide a reason for the return.

3. OPTION: If you are returning only a part of the order, click on the radio button next to I am returning a partial order in Section 2. Then, click the check box next to the item for return and enter a quantity in the Return Qty field of the item(s) being returned. Note: You cannot return more than what was originally ordered. Enter a Reason for Return.

4. In Section 3, use the radio buttons to select the pickup location. If using a different pick up address than the original Ship-To location, supply an address for pickup of the returned order in the fields provided. Note: Fields in bold red are required.

5. In Section 4 - Select how you prefer to be contacted about your request for return: email, phone or fax.

6. In Section 5 - Add any comments that may help to expedite the return.

7. Click the "Submit" button to send the request.
It is important to note that when you submit a "Request for Return" form, there WILL NOT be a Return Merchandise Authorization (RMA) number generated once you click the "Submit" button. The request for return is treated as if it had been faxed to Customer Service. Confirmation of your return will come directly from Customer Service once the request has been received. You will receive the RMA number via email, phone, or fax depending on your choice in Section 4.

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.

Back To Top

CATALOG

How do I get an office supplies catalog?
You may order a catalog online via EWay.com or view our online catalogs.

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 Customer Service at (888) 238-6329.

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.

Back To Top

EWAY.COM

What is EWay.com?
EWay.com is the online ordering platform for Staples Advantage. Through EWay.com, you are able to access the special rates your organization can receive from Staples. With EWay.com, you can order supplies electronically from your computer anytime. The site provides immediate access to up to 30,000 products, with new products added daily. EWay.com has several features you will enjoy, including:

Easy online ordering.

How do I use EWay.com?
It’s EASY! If at anytime you are unable to find what you are looking for, click on “Support” found in the upper right hand corner of EWay.com to find answers to any questions you might have.

How do I find what I’m looking for on EWay.com?
There are a few ways to navigate around EWay.com. The Product Search function is always available at the top of the screen and can help you find exactly what you need. Another way is to click the "Products" button on the top navigation bar and then click on the "Category" on the left-hand side of the page that best describes the item you are looking for.

What if I can’t find the product for which I’m looking on EWay.com?
Contact your dedicated Customer Service team at (888) 238-6329. They will assist you in obtaining the products you need. You can reach Staples Customer Service Monday–Friday, 6am - 6pm MST (8am - 8pm EST).

How do I create a shopping list?
Shopping lists can be created by clicking on the "Shopping Lists" button on the EWay.com menu and then clicking on "Add New List".

Do I need to register for EWay.com and who do I call if I have questions?
Yes. Click here to register for EWay.com. If you have any questions or need help, please call Customer Service at (888) 238-6329.

Who can I contact for assistance?
For product inquiries, order status, or delivery information, call Customer Service at (888) 238-6329.

Back To Top

CONTACT

Who do I contact if I have questions?
For Staples Orders and Customer Service issues, please call your dedicated Customer Service team at (888) 238-6329 or email at Ken.Perdue@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 organization’s dedicated Customer Service team can answer these and many more questions and can be reached at (888) 238-6329.

Back To Top