Covid-19-FAQ-header

Frequently Asked Questions during COVID-19 Closure

NOTE: FAQ UPDATED May 4
image_pdfimage_print

General

What are Stuller’s operating hours?

Stuller has resumed normal operating hours and will be open from 8am to 7pm central time Monday through Friday.

How will Stuller be contacting me regarding any questions about my order?
Stuller will be sending regular emails with updates and calling you on any questions regarding your order. Please make sure your contact information is up-to-date on your Stuller.com account by clicking here.

Fulfillment & Shipping / Delivery

Are Stuller customers able to order and receive product?
YES! Login to Stuller.com or call 1-800-877-7777 and select option 1.

Stuller has resumed normal shipping operations including same-day shipping!

What items will Stuller be able to fulfill?

Stuller has returned to normal business operations, but some of our “Made to Order” services have slightly extended lead times. The correct lead time by item will be reflected in the Estimted Due Date when ordering on Stuller.com.

If my business is closed can you redirect my package or hold it?
Yes! You can login to your Stuller.com account and under your My Account settings select to Hold Shipments until a certain date. Or you can call 1-800-877-7777 and select option 3 to have your package re-routed or have us hold it until a later date.

● Will Stuller allow for drop ships to home addresses if businesses are closed?
We are advising customers to select the drop ship address option when placing an order to change your shipping address.

To help our Stuller First customers, we will honor the Stuller First shipping rate even if you elect to Drop Ship to a different address such as your home address during this time only.

Will CADCAM still be taking custom orders?
Yes! Please Call (1-800-877-7777 ext 3804) or Chat with us online by selecting the Live CADCAM Chat function to get a quote on your custom order request. Once your quote has been accepted, we will process and let you know the production time to complete your order.

Returns

If I return an item to Stuller, will someone be able to receive it?
Yes, we are processing returns at Stuller. We are strongly recommending that you start your return on our Returns page. We offer you the option to purchase a return from us or start the return process using your own return label. This is the most effective way to ensure timely processing of your return.

The carrier attempted to deliver my package, but I was not there and now it was returned to Stuller. What happens next?

Stuller has sent out all packages that were returned to Stuller as undeliverable. If you turned on the “Hold Shipments” feature on your Stuller.com account, these packages are safely stored at Stuller until you are ready to receive your package. Please call 1-800-877-7777 option 3 if you have a question about a returned package.

Finance Questions?

Our Customer Finance team is available during normal business hours (8am to 7pm central daylight time) to answer any of your financial questions regarding your Stuller account. To reach them, please call 1-800-877-7777 and select option 4 or email them at customer_finance@stuller.com.

If you are inquiring about making a payment, you can do so by one of the following ways:
–For the quickest and easiest way to pay your Stuller invoice, please login to your account on Stuller.com and select the Pay Bill option under the My Account tab. There you will be able to select open invoices and submit your payment.
–You can also mail a check to Stuller, Inc. at P.O. Box 87777, Lafayette, Louisiana 70598.
–Call the Customer Finance team during our current business hours from 8am to 7pm at 1-800-877-7777 and select option 4.

Conditional Review Items (Memo)

My items on conditional review (memo) are due back to Stuller.

I sent back a memo item and it has not been processed yet. Will I be invoiced?
We have stopped the invoicing process for the memo items at this time. Stuller is processing returend memo items as soon as possible. For items that were out on conditional review during our closure we will automatically extend these to allow for our team to process in a timely manner.

When will I be invoiced?
We will resume invoicing when we are able to return to normal operations on May 11th.

I would like to purchase an item on conditional review. Am I able to do that?

Yes! If you would like to purchase an item you have on conditional review, please feel free to Chat with us online, Call us at 1-800-877-7777, or email us at sales@stuller.com.

As always, our Customer Care teams are here to help you! Call us at 1-800-877-7777, chat with us Live, or email us at sales@stuller.com for assistance.

Print Friendly, PDF & Email