Topics
Why haven't I heard back from Customer Service?
You should receive a response to your support ticket within 1 business days. If you haven't received a response, most likely we've received your email and responded. Some email providers may mark our emails as spam or completely block them. Check your spam folder to see if our response is there. Also, be sure to add 'service@acmesupplies.com' to your contacts so future emails are not blocked.
If you can't find anything in your spam folder, please contact us via 'Chat' or phone at 1-855-HEY-ACME (1-855-439-2263)
What are your hours of operation?
Our Customer Service hours are Monday - Friday from 9 am - 5 pm.
Where are you located?
ACME Supplies is located in Chicago, IL at the following mailing address:
ACME Supplies
1465 West Carmen, Suite 1W
Chicago, IL 60640
How much is shipping?
Shipping price varies based on the total value of your order and the shipping method. To find out how much shipping is, add the items to your shopping cart and proceed to checkout. You won't need to enter your billing info or place your order to find out the shipping cost. You won't need to register or sign in to see your shipping costs. Your shipping cost be listed under the "Sub-total" on the right side of the screen.
Can I track my shipment?
Yes, just click on the 'Track Shipment' link at the top of every ACMESupplies.com page. Once you've logged in, locate the order you would like to track and click the corresponding 'Track This Order'.
Additionally, you'll find the tracking number in your shipping confirmation email. Click on the link next to this number to view your shipment tracking.
When will my order arrive?
If you received a shipping confirmation email, your order has shipped from our warehouse. Check the estimated delivery times for your shipping method:
- UPS or FedEx Next Day (Next business day)
- UPS or FedEx 2 Day (2 business days)
- UPS or FedEx Ground (1-5 days)
- US Postal Service (3-8 days)
If your order was sent via UPS or FedEx, an expected delivery date will be viewable in the tracking information on the respective websites. For orders shipped Postal, an expected delivery time frame is provided in your shipping confirmation.
Click 'Track Shipment' to track the delivery of your order.
Please note that the time frames listed above only apply to the estimated time it will take for your order to arrive from the date it was shipped. Please check the processing time estimated in your email confirmation to determine when your order will ship.
What can I do if I haven't received my order yet?
First, view your 'Order History' and check your 'Order Status' to make sure your order was shipped to the correct address.
Next, click 'Track This Order'. If your tracking number has not updated in several days or if it shows the order as delivered, but you didn't receive it, contact our Customer Support and we'll start an investigation with UPS or FedEx.
Please note, if your order was shipped via US Postal Service, check the expected delivery time frame in your shipping confirmation email. If you still don't have your order after the time frame provided, check with your local post to see if they're holding your order and contact our Customer Support if they're unable to find it.
What are my shipping options?
We utilize both UPS and FedEx to offer the following options for shipping:
- Next Day
- 2 Day
- Ground Delivery
For certain US orders (PO Box order, Shipments under 2 pounds), we also offer the United States Postal Service. Please note, UPS cannot ship to PO Boxes.
Do you ship internationally?
No, at this time we do not shipping to international locations.
Why haven't I received my order or shipping confirmation email?
If you haven't received any email updates about your order, it's likely they were marked as spam. Some email providers may mark our emails as spam or completely block them. Check your spam folder for emails about your order and make sure to add 'service@acmesupplies.com' to your safe list.
If you didn't receive an order confirmation, don't place your order again until you're sure the order didn't go through or you may end up with a duplicate order. First, check the 'Order History' page to see if your order exists. If you aren't able to locate your order through the 'Order History' page, contact our Customer Support with your name and email address used to place the order, and we can locate the order for you.
If you haven't received your shipping confirmation, it's likely your order hasn't shipped yet. Check the processing time for your order in the order confirmation email to determine when it should be sent out. It's possible that your order was shipped and the notification wasn't sent due to a technical error. If it's past the processing time and your order should have already shipped, but you haven't received the shipping confirmation, feel free to contact our Customer Support to confirm the ship date for your order.
Why doesn't my tracking number work?
If your order was sent via Ground, 2 Day, or Next Day, there will be a tracking number in your shipping confirmation. To track, simply click on the link in your email and it'll connect you to UPS, FedEx or US Postal Service for tracking. If the respective shipping company doesn't have any information under your tracking number, it's likely because your order just shipped. Typically it takes about 12-24 hours to update tracking information. Check back later today or tomorrow and the tracking details should be updated.
If there isn't an update after 72 hours, email our Customer Support and we will assist you in tracking your order.
When will my order arrive via Next Day or 2 Day?
We offer Next Day and 2 Day for express shipping through UPS and FedEx. Once an order ships, delivery will be made the next business day for Next Day and in two business days for 2 Day.
2 Day and Next Day deliveries are only made during the business week. Deliveries will NOT be made on Saturday or Sunday or holidays. If an order is shipped Friday via Next Day, it will arrive on Monday. If that Monday is a holiday, it will arrive on Tuesday.
UPS and FedEx may not be able to guarantee delivery times in certain situations (adverse weather, address/delivery issues, etc.).
Why has only part of my order shipped?
To ensure your items arrive as quickly as possible, in some instances items will be shipped in separate boxes. If multiple shipments will be sent, you'll receive a shipping confirmation for each shipment.
Can I ship my order to a PO/APO/AE Box?
Yes.
How do I place my order?
Browse through the site until you find the item you wish to purchase.
From the product page, select the appropriate item and click "Add to Cart". A drop-down will appear confirming the item in your cart. You can either click "View cart" to place your order or "Checkout" to begin the checkout process.
The checkout process involves 5 steps; Review Your Order, Shipping Information, Shipping Method, Billing Information, and Place Your Order. After you fill in the necessary info on each page, click "Place your order" on the final step to submit your order. We'll send over an email with your order information to confirm.
Can I buy an out-of-stock item?
If an item is out-of-stock, it's not currently for sale but that doesn't meant it won't be back! Our inventory is updated on a daily basis, so there is a possibility out-of-stock items may return to our inventory.
To be notified if an item returns to stock, click the link on the product page that says "Notify me when this item is in stock' and enter your email address. We'll send you an email update if and when the item is available again.
Can I place a phone, fax or mail order?
Due to the nature of our fast moving stock and order system, we don't accept phone, fax or mail orders. Orders can only be placed online. Rest assured, our online checkout process is secure and safe. Read more about 'Safe Shopping Guarantee' and stringent 'Secure Shopping' standards.
Is the site secure?
Personal information given to ACME Supplies is fully protected. Any Personally Identifiable Information will not be disclosed to any third parties and the ACME Supplies servers will secure your personal information with up-to-date firewall and encryption techniques during the ordering process.
To assist you in recognizing secure areas of the ACME Supplies website, a small lock icon will appear in the lower right-hand corner or in the URL address bar of your web browser. When this icon is present, and in the locked position, you know that information on that page will be secured.
Additionally, if you are using a modern-day browser (Internet Explorer 7+, Firefox 3+, Safari 3.2+, Google Chrome 1.X+), the URL address bar will show a green color indicating the page is secure.
Added online security to protect your personal information from unauthorized use is provided by using advanced SSL (Secure Sockets Layer) encryption.
What is your privacy policy?
At ACME Supplies, we take our customer's privacy very seriously. Please take a moment to review our comprehensive 'Privacy Policy'.
What forms of payment do you accept?
We accept Credit Cards, Debit Cards, PayPal and Bill Me Later for payment.
Cards accepted are Visa, MasterCard, American Express and Discover. Only Debit Cards backed by a Credit Card company listed above (Visa, MasterCard, etc.) can be accepted. Credit Card gift cards are not an accepted form of payment.
Read more about our 'Payment Options'.
Do you accept PayPal as a form of payment?
Yes. When you're going through checkout, PayPal will be an payment option on the billing page. Select PayPal as your payment method and that will send you over to PayPal's site to set up your payment and then return you back to ACMESupplies.com to complete your order.
If you have got an existing PayPal account, go ahead and use it, or create a new one while you're checking out.
Why was my card declined?
Your card could be declined for several reasons. Make sure the card number, expiration date, and security code are entered correctly. Also be sure the card you're using is one we accept.
We accept Visa, MasterCard, Discover, and American Express.
We do not accept Switch, Electron, Maestro (and some other international debit cards), Credit Card Gift Cards.
You should also check to see if there are sufficient funds available on the card and that the billing address matches the card used. If you continue to have problems using your card and have a PayPal account, try placing an order using PayPal instead.
How do I use a coupon or promotional code?
To use your coupon or promotional code, you'll first need the code. You can apply your code in checkout, on the Billing page. Under "Billing Information", there's a field to enter a coupon code. Enter your code and click "Apply" to deduct the amount from your order total. You'll see the amount deducted from your order total. Click 'Remove' if you decide not to use the code and save it for later.
Please note, coupon or promotional codes may have restrictions around usage, terms or other limiting factors. These details are noted at checkout.
What currency is used on the site?
All prices are in United States Dollars (USD).
Why was I charged twice?
If you only placed one order, there will only be one charge to your card. There may temporarily be two transactions on your card- one is the authorization and one is the charge for your order. The authorization will disappear after just a few days.
Is my credit card info secure?
Yes. We utilize the latest consumer-oriented browser and server technologies to ensure your transaction, payment and person information is secure. When you complete your order on our site, you'll notice the lock icon in the address bar, and you'll also notice the http:// become https://. The 's' and the lock means you're on a secure server.
When will my card be charged?
Your card is charged when your order is placed.
Why was I charged when my order was declined?
Your card is not charged when it's declined, though it may appear so. When a card is declined, the funds intended for the order are temporarily held by your bank. Since the order was never processed, the money will not be taken from your account. The held funds will automatically disappear after a certain amount of time, usually within just a few days, depending on your bank.
How am I refunded for a cancelled order?
If you cancel an order, you'll be reimbursed in the original form of payment. If you paid by credit card, you'll be refunded the same amount back to your credit card.
What is your Return Policy?
Our goal is ensure you're happy with what you ordered. If you're not satisfied with your purchase, please return the item(s) for an exchange or refund
Given we carry over 40,000 items, returns and exchanges of products vary based on the type of product.
For details and instructions regarding returns and exchanges, please review our 'Return Policy'.
How do I return or exchange an item?
To provide you with the best shopping experience possible, we have outlined easy-to-follow instructions for returning or exchanging a product.
Read more on how to 'Return a Product in 3 Simple Steps'.
How do I check my return status?
To find out when your return will be processed, you'll want to take into consideration the shipment time and the return processing time. Ship time varies based on the shipping method you used to return your order. Return processing is usually 10 to 14 days once we receive a return or exchange. When your return is processed, we'll send you a notification email.
Read more about 'Exchange and Returns Processing'.
Can I change my username?
Yes. Your username is the email address that is used for your ACME Supplies account. To change this username/email address, visit 'Update Profile'.
What happens if I forgot my username or password?
If you forgot your username, please remember your username is the email address that is used for your ACME Supplies account.
If you forgot your password, you can request a Password Reminder by visiting the 'My Account Login' page and entering the email address associated with your ACME Supplies account. We will email your password to you.
Do I need an account to place an order?
Yes. To ensure we can provide you with order status, tracking information, order history and better meet your customer service needs, an account will be set up during your checkout process.
Why can't I login to my ACME Supplies account?
Here are some tips and tricks to help if you're having trouble logging in to your ACME Supplies account.
Forgot username?
If you forgot your username, just remember to login with your email address.
Password isn't working?
Request a Password Reminder by visiting the 'My Account Login' page and entering the email address associated with your ACME Supplies account. We will email your password to you.
Didn't receive new password?
Check your spam folder and add ACMESupplies.com to your safe list. You should receive the new password notification email within a few minutes, but it can take up to 15-20 minutes. Check back a little later if you don't receive it right away.
No record of user account?
You may not have a user account even if receive our newsletter. Creating a user account is separate from the newsletter. If you don't have a user account and would like one, you can open one by visiting the 'My Account'. If you aren't sure, try requesting a Password Reminder. If you have a user account, a password will be sent to you. If you don't, we'll let you know there's no user account under that email address.
That stuff didn't do the trick? Try these troubleshooting tips:
- Make sure your Caps Lock is off
- Use upper and lowercase letters to match your username and password
- Make sure no extra spaces or characters are added
- Close all browser windows open to ACMESupplies.com and clear cookies and cache.
- Try another computer if available.