FAQ Category: General

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 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 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.

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.

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.

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 11% to 18% 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.Important Details about Flat Rate Shipping:
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.
Effective December 5th, 2017: Flat Rate Shipping orders under $250.00 USD will incur a $15.00 USD freight surcharge in addition to the Flat Rate shipping amount calculated based on the destination for the order.
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.
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.

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.

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
American Express
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.

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.

Also, we have recently updated our website features to include the option for our customers to view credit memos via our online shop. Simply login to our online shop at https://shop.gersoncompany.com with your assigned username and password, and navigate to the Customer Service section of the left navigation panel. Any credit memos applied to your business’ account can be found by clicking the Invoices hyperlink in this section.