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Frequently Asked Questions

Below are common questions we receive from current and potential customers. If you do not find an answer to your question, feel free to contact our Customer Service department at GersonCS@gersoncompany.com, or call 1.800.444.8172.

General Frequently Asked Questions

How May I Request Credit For Damaged or Defective Goods?

When reporting a defective or damaged item, or requesting to return an item, please complete the corresponding form, then email the completed form to claims@gersoncompany.com. You can find the forms located here:

Credit/Replacement Request Form

Return Request Form

Please fully complete the appropriate form with all the requested details before submission otherwise the request cannot be processed. Please allow 7 – 10 business days from date of submission for your request to be processed.

If you are requesting a return, please keep the original box as the shipping carrier may need to review it. Please do no submit requests multiple times as this will create duplicate credits. If you would like to know the status of your claim, please contact Customer Service at 1.800.444.8172.

How May I Request a Copy of a Credit Memo or Charge Back?

Once your claim has been processed, you may request a copy of the credit memo or charge back documentation through our Account department. Please call 1.913.535.7720, or email Accounting@gersoncompany.com, to request a copy of the document you require. Please be prepared with all your account information, such as account ID and the document number, as this will make processing your request faster. You may expect to receive back the requested documents within 1 – 2 business days, depending on if all necessary information is provided in the request.

Do You Accept Payment By Credit Card?

Yes, we do accept payment by credit card. We accept the following major credit cards:

  • Discover
  • MasterCard
  • Visa

Please note that there will be a 3% processing fee applied when submitting payment by credit card. 

Please contact our Accounting department by phone, 1.913.535.7720, or email, Accounting@gersoncompany.com, to make a payment against your account.

Do You Have a Minimum Order Requirement (Dollars)?

No, we do not have a minimum dollar requirement for orders placed.

Do You Have a Minimum Order Requirement (Quantity)?

Yes, we do have minimum order quantities and minimum order multiples that must be met for each of our items as we only sell our products in full casepack quantities. All of our products are shipped in master cases, and many include break packs that we refer to as the “inner pack”. If a product has inner packs within the master case, we do offer the option for our customers to purchase the inner pack as their “sell pack” so they can order less quantity. If there are no inner packs inside the master case for a product, the master case becomes the “sell pack”.

Our customers must order, at minimum, the quantity of units in the corresponding “sell pack” for any particular item. Only one sell pack is required as the minimum.

In relation to the minimum order quantity, we require that our customers order in multiples of the corresponding “sell pack” for an item. For instance, if a customer is interested in purchasing 11 units of an item with a master case of 4 pieces, the customer has met the minimum order quantity (4 pieces) but must adjust their order so the quantity is a multiple of 4. The adjusted quantity ordered must be at least 12 units of the example item, as 12 is a multiple of 4.

What Shipping Options Does The Gerson Companies Offer? What Does Flat Rate Shipping Mean?

We offer several shipping methods to ship your The Gerson Companies orders.

  1. Flat Rate Shipping (Standard): This is the most common shipping method our customers’ use. When you place your order in our online shop and select “Gerson Truck”, we will apply Flat Rate Shipping as the method of shipment. Flat Rate Shipping is calculated based on your order total and the designated shipping destination for the order. We apply a flat percentage ranging from 9% to 16% of the order total as shipping charges, and the percentage charged varies by United States region where the shipping destination is located (distance from our Kansas distribution center). You can review our Flat Rate Shipping information here; included in this document is a map showing the different regions and percentage that will be applied to the order total for each region. Shipping rates are reviewed semi-annually, and some restrictions may apply.
    **We have recently made changes to our Flat Rate Shipping policy and program. Effective 5/23/17, an additional fee of $40.00 USD will be applied to any order where any of the following services are requested for shipment delivery: Lift-gate Delivery, Inside Delivery (10 feet inside the door), and/or Residential Delivery.**
  2. Prepaid: If you have an account with a carrier, such as FedEx or UPS, and would like us to ship your order under your account number, please be sure to provide this information when placing your order. Advise the preferred small parcel carrier you want to use for shipment, and supply your account number for the corresponding carrier.
    We can also process shipments for large parcel orders with a preferred or designated carrier, such as DHL. In order to process shipments with a specific carrier, we require direction on how to route the order for shipment using a designated carrier.
  3. Customer Pickup: If you are interested in picking up an order using a personal vehicle, we do offer this option as a shipment method from our Olathe, Kansas distribution center. This should be advised at the time the order is placed so it can be classified on the order for our distribution center. We charge a $25 Pickup Fee that will be added to your order as shipping charges. We will also require the contact information to notify when the order is ready for pickup. If your order is already placed, you may contact our Customer Service department by phone, 1.800.444.8172, or email, GersonCS@gersoncompany.com, to request this change to be made to your order if it hasn’t already shipped. 
    All pickups MUST be scheduled 24-hours in advance by calling 1.913.535.7347.
I Have Placed an Order. Can I Arrange to Pickup the Order?

Yes, we do offer this as an option to our customers. If you are interested in using a preferred freight carrier, we can either arrange the shipment directly with the carrier based on your instructions and requirements, or you can arrange to have the carrier pickup the shipment. We also allow our customers to arrange pickup using a personal vehicle.

If you are interested in picking up an order using a personal vehicle, we do offer this option as a shipment method from our Olathe, Kansas distribution center. This should be advised at the time the order is placed so it can be classified on the order for our distribution center. We charge a $25 Pickup Fee that will be added to your order as shipping charges. We will also require the contact to notify the order is ready for pickup. If your order is already placed, you may contact our Customer Service department by phone, 1.800.444.8172, or email, GersonCS@gersoncompany.com, to request this change to be made to your order if it hasn’t already shipped.

All pickups MUST be scheduled 24-hours in advance by calling 1.913.535.7347.

How May I Receive a Copy of my Order Acknowledgement?

Order Acknowledgements for all orders placed against your account are available to view and download using your The Gerson Companies online shop website account. Order Acknowledgements under your web account are for all orders you have placed with The Gerson Companies, whether the order was placed using our online shop or if you called or faxed in your order.

For more information on how to access Order Acknowledgements in your online shop account, please see the same question below under FAQs for our Online Shop.

If you currently do not have website access to our online shop, please Request Website Access.  You may also call our Customer Service department at 1.800.444.8172, or email them at GersonCS@gersoncompany.com to request an Order Acknowledgement either digitally or by mail.

How Can I Check the Status of my Order?

Order Statuses for all orders placed against your account are available on your The Gerson Companies online shop website account. Order Statuses listed under your web account are for all open orders you have placed with The Gerson Companies, whether the order was placed using our online shop or if you called or faxed in your order.

For more information on how to access Order Status information in your online shop account, please see the same question below under FAQs for our Online Shop.

If you currently do not have website access to our online shop, please Request Website Access.  You may also call our Customer Service department at 1.800.444.8172, or email them at GersonCS@gersoncompany.com to request more detailed information about the current status of your order. You may also contact your Gerson Sales Representative to obtain Order Status details as needed.

How May I Find An Estimated Arrival Date for the Back Ordered Items on my Order?

You may call Customer Service at 1.800.444.8172 or email GersonCS@gersoncompany.com to obtain the expected arrival date into our distribution center for the items in question. Please keep in mind that the dates provided will be for the product’s arrival into our distribution center, not date of shipment to your location. Please add 3 – 5 business days for processing before your order can ship from our distribution center. Please note these dates can change daily due to delays that can occur during shipment.

How May I Receive a Copy of my Invoice?

Invoices for all orders placed against your account are available to view and download using your The Gerson Companies online shop website account. Invoices under your web account are for all orders you have placed with The Gerson Companies, whether the order was placed using our online shop or if you called or faxed in your order.

For more information on how to access Invoices in your online shop account, please see the same question below under FAQs for our Online Shop.

If you currently do not have website access to our online shop, please Request Website Access.  You may also call our Accounting department at 1.913.535.7720, or email us at Accounting@gersoncompany.com to request an invoice either digitally or by mail.

How May I Request a Statement of My Account?

Please call 1.913.535.7720, or email Accounting@gersoncompany.com, to request a statement of your The Gerson Companies account through the Accounting department. Please be prepared with your account information, such as account ID, as this will make processing your request faster. You may expect to receive back your account statement within 1 – 2 business days.

Do You Offer Seasonal Dating on Orders Placed for Gerson International Book & Buy Products?

Yes, we do offer seasonal dating on orders placed for Gerson International seasonal products. However, we must first evaluate your account and confirm credit approval before seasonal dating may be applied.

When submitting your order for Gerson International product, please notify Customer Service or your Gerson Sales Representative that you are interested in applying seasonal dating to your order. They will work with the Accounting department to process your request.

How May I Request a Catalog?

To request a print catalog(s) to be sent to you, please complete the form located under the Contact drop down menu for Request Catalog. Please complete all required fields of the form. Once received, we will process and ship your catalog request as quickly as possible.

How May I Request a Digital Copy of a Catalog?

We post full catalogs and supplement catalogs on our online shop. You must first have access to our online shop before you can view and download the catalog PDF files for any The Gerson Companies product line. To request website access for our online shop, please complete the form located under the Contact drop down menu for Request Website Access.

For more information on how to access digital catalogs when logged in your online shop account, please see the “Where Can I Find a Digital Copy of a Catalog?” question below under FAQs for our Online Shop.

Is There a List of Upcoming Trade Shows The Gerson Companies Will Be Participating In?

We participate in several trade shows throughout the year, and we also have showroom locations that are open year-round for our potential and current customers to visit. To view the current list of all upcoming trade shows that The Gerson Companies will exhibit at, please visit the All Events & Shows webpage located under the Shows drop down menu. If you are interested in learning more about a specific show or event, such as what products will be featured or showroom address and contact information, click the appropriate show city in the Shows drop down menu.

We ask that anyone interested in visiting one of our showrooms complete the Request Appointment form located under the Contact drop down menu. Please complete all required fields on this form so we can process your request as quickly as possible. By requesting an appointment, you are ensuring the one-on-one attention of a Gerson Sales Representative who can help you navigate the showroom and place your order.

Do You Drop Ship?

Yes, we offer a selection of items from our various product lines in our drop ship program. However, we do have specific requirements that must be met before we can on-board a customer for our drop ship program. If you are interested in learning more about our drop ship program, please reach out to your Gerson Sales Representative for more information.

How May I Receive Hi-Res Images for Advertising Purposes or Low-Res Images for My Website?

Please contact our Customer Service department and provide the list of the item numbers you require images for. Be sure to include any image specifications like size/dimensions or whether you need hi-res or low-res images. You may contact our Customer Service team via email, GersonCS@gersoncompany.com, for image requests. You may also contact your Gerson Sales Representative for image requests.

I Am A Consumer. How Can I Purchase The Gerson Companies Products?

Thank you for your interest in our products! To find where our products our sold, we suggest that you Google our brands and product lines. You will find many retail stores with our products across North America. We have provided a list of local participating retailers with store locations in Kansas and Missouri for your convenience. Click here for the list of participating retailers.

 

Frequently Asked Questions – Online Shop

How Do I Request Website Access?

Current Gerson customers may request access by filling out the Request Website Access form located under the Contact drop down menu. Future Gerson customers may only request website access once a Customer Application is successfully submitted and processed. In order to receive website access, current customers must be in good standing with The Gerson Companies, and all customers must be located within the North American territory.

At this time, all customers located off-shore/outside of North America may request guest access to The Gerson Companies online shop. Please contact your Gerson Sales Representative to request the username and password for temporary guest access. Guest access is only offered for a limited time period, and should only be used for potential Gerson customers or off-shore customers.

How Do I Change My Password?

We suggest that all customers reset their password after gaining access to our online shop website. You may change your password by first logging in to the online shop at https://shop.gersoncompany.com, then selecting Change Password under the My Account drop down menu on the top navigation panel. Type your current password in the Old Password field, then type your desired password in the New Password and Confirm New Password fields.

There are no restrictions, limitations, or specifications for your password; you may use as many or as few characters as you desire. We do suggest that you change your password to something you will remember easily. We also suggest that your password is a minimum of 8 characters with at least one numerical character, for your protection.

If you have forgotten your password, please visit the Customer Login screen for our online shop and select the “Forgot Your Password?” link. You will be asked to submit your username, and we will contact you with your updated password within one business day. 

How May I Delete Products In My Online Shopping Cart?

There are two ways to update your cart on our online shop to remove products.

Update Cart Option:

  1. Click the Cart link under the Shopping Cart section in the left navigation panel on our online shop.
  2. Click the Remove checkbox to the left of the all products you want to remove. You can remove multiple products from your cart at one time.
  3. Click the Update Cart link to the left of Checkout button on the bottom right of the Cart screen. All products selected should be removed from your cart.

Order Confirmation Option:

  1. Click the Cart link under the Shopping Cart section in the left navigation panel on our online shop.
  2. Click the Checkout button, then choose your shipping address and billing address.
  3. On the Shipping and Payment Information webpage, select the “Click here for item availability” link under the section titled Other.
  4. Click the Remove checkbox to the left of all the products you want to remove, then click the Continue button. All products selected should be removed from your cart
How May I Receive a Copy of my Order Acknowledgement?

Order Acknowledgements for all orders placed against your account are available to view and download using your The Gerson Companies online shop website account. Order Acknowledgements under your web account are for all orders you have placed with The Gerson Companies, whether the order was placed using our online shop or if you called or faxed in your order.

Order Acknowledgements can be found under the Customer Service section of the left navigation panel. Click the “Order Status” link and a list of your open orders will display with some basic order information, such as the order number, date the order was placed, order status, and your PO or reference number. To view or download an Order Acknowledgement for a specific PO, click the appropriate Gerson order number in the far left column of the list that populates. A PDF copy of the Order Acknowledgement will either download or automatically open, depending on your browser settings.

How Can I Check the Status of my Order?

Order Statuses for all orders placed against your account are available on your The Gerson Companies online shop website account. Order Statuses listed under your web account are for all open orders you have placed with The Gerson Companies, whether the order was placed using our online shop or if you called or faxed in your order.

To check your order’s status, visit the Order Status link under the Customer Service section of the left navigation panel. This is the webpage where you may view and download your open Order Acknowledgements, as well. A list of your open orders will display with some basic order information, such as the order number, date the order was placed, and your PO or reference number. Simply search for the order in question (you may filter by date the order was placed, if your open order list spans several pages), and look for the Order Status in the second column from the right.

If you would like more detailed information about your order’s status, please contact our Customer Service team by phone, 1.800.444.8172, or email, GersonCS@gersoncompany.com. You may also contact your Gerson Sales Representative to obtain Order Status details as needed.

How May I Receive a Copy of my Invoice?

Invoices for all orders placed against your account are available to view and download using your The Gerson Companies online shop website account. Invoices under your web account are for all orders you have placed with The Gerson Companies, whether the order was placed using our online shop or if you called or faxed in your order.

Invoices can be found under the Customer Service section of the left navigation panel. Click the “Invoices” link and a list of your invoices (since May 1st, 2014) will display with some basic information, such as the invoice number and corresponding order number, date the invoice was issued, your PO or reference number, and whether the invoice has been paid or is pending. You may filter these results by date to find a specific invoice. To view or download an Invoice for a specific PO, click the appropriate Gerson Invoice number in the far left column of the list that populates. A PDF copy of the Invoice will either download or automatically open, depending on your browser settings.

Where May I Find the Unit Cost for an Item?

We only ship our products in casepack quantities. Because we only ship our products in full casepacks, we do not offer the option to select an “Each” or “Single Unit” as your Unit of Measure when placing an order.

To determine the unit cost for any item you are interested in purchasing via our online shop website, you should divide the Price of the Unit of Measure you have selected by the number of units in the sell pack. The number of units in a sell pack is designated by the digit in the U/M selected.

Why Does My Website Account Not Show Invoice Statements Prior to May 1, 2014?

We moved all open order information to our new database and website, which went live on May 1st, 2014. All invoices billed before May 1, 2014, are not available online. Please contact customer service or your Gerson Sales Representative for a copy of any invoices prior to this date.

Where Can I Find a Digital Copy of a Catalog?

We post full catalogs and supplement catalogs on our online shop. You must first have access to our online shop before you can view and download the catalog PDF files for any The Gerson Companies product line. To request website access for our online shop, please complete the form located under the Contact drop down menu for Request Website Access.

Once you have logged in using your assigned username and password (or guest access username and password), scroll down to the bottom of any webpage. Under Digital Catalogs and Sell Sheets, you may click the appropriate link for the Gerson product line you are interested in viewing. Gerson International (GIL) catalogs are located under Book & Buy Product Lines, and all other Gerson Everyday product line catalogs (Everlasting Glow®, The GG Collection®, Lone Elm Studios™, etc) are located under Gerson Everyday Catalogs or Sell Sheets. Then simply click the image or name of the catalog, and a digital PDF will either download or automatically open depending on your browser settings.

I Have Multiple Stores, Each with a Different Gerson Account ID. Do I Need a Different Login/Password for Each?

We can adjust your online shop web account so you can access the full list of accounts you have with The Gerson Companies. This allows our customers to have only one login and password for our website that can be used to place orders for any account/location of your choosing.

If you are interested in updating your web access for our online shop to include any additional accounts, please contact our Customer Service department by phone, 1.800.444.8172, or email, GersonCS@gersoncompany.com. Please be prepared with the list of accounts you would like to add, and your current username for our online shop (if available). Once your web account is updated, your online shop home screen will be updated slightly to include the option to “Select a New Customer”. Within the popup window that appears, you may use the drop down menu to select the appropriate customer code you need. Once the customer code is chosen, all features in our online shop will be adjusted to reflect the corresponding information (such as invoices and order acknowledgements) for the customer code you selected.

What Shipping Options Does The Gerson Companies Offer?

We offer two shipping methods to ship your The Gerson Companies orders when ordering via our online shop.

  1. Gerson Truck: This is the most common shipping method our customers’ use. When you place your order in our online shop and select “Gerson Truck”, we will apply Flat Rate Shipping as the method of shipment. Flat Rate Shipping is calculated based on your order total and the designated shipping destination for the order. We apply a flat percentage ranging from 9% to 16% of the order total as shipping charges, and the percentage charged varies by United States region where the shipping destination is located (distance from our Kansas distribution center). You can review our Flat Rate Shipping information here; included in this document is a map showing the different regions and percentage that will be applied to the order total for each region. Shipping rates are reviewed semi-annually, and some restrictions may apply.
    **We have recently made changes to our Flat Rate Shipping policy and program. Effective 5/23/17, an additional fee of $40.00 USD will be applied to any order where any of the following services are requested for shipment delivery: Lift-gate Delivery, Inside Delivery (10 feet inside the door), and/or Residential Delivery.**
  2. $25 Pick Up: If you are interested in picking up an order using a personal vehicle, we do offer this option as a shipment method from our Olathe, Kansas distribution center. This should be advised at the time the order is placed so it can be classified on the order for our distribution center. We charge a $25 Pickup Fee that will be added to your order as shipping charges. We will also require the contact information to notify when the order is ready for pickup. If your order is already placed, you may contact our Customer Service department by phone, 1.800.444.8172, or email, GersonCS@gersoncompany.com, to request this change to be made to your order if it hasn’t already shipped. 
    All pickups MUST be scheduled 24-hours in advance by calling 1.913.535.7347.

 

Important Dates:

Olathe Showroom Opens (Spring/Summer): June 5, 2017
Dallas Market:
June 21-27, 2017
Dublin Market:
June 25-27, 2017
Atlanta Market:
July 11-18, 2017
Olathe Open House:
July 28-31, 2017
Las Vegas Market:
July 30 - August 3, 2017