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CONTACT STAPLES BUSINESS ADVANTAGE CUSTOMER SERVICE

You have questions? We have answers.
Our local live customer service associates are ready to help you with all your
needs and questions. Get one-on-one help from an expert representative who knows
your account and your program.




CUSTOMER SERVICE YOUR WAY

Live chat
Chat with a representative
Email
support@staplesadvantage.com
Call
(877) 826-7755
M – F, 8am – 8pm EST
Help center
Self-service options



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Frequently asked questions

How do I become a customer?

No matter your organization’s size or industry, we’re ready to help you get more
done every day. That’s why we make finding, buying and delivering the right
products and solutions faster and easier.
Call us directly at 1-844-243-8645 (choose option 2) to help tailor a program
that’s right for you.
How do I track and find the status of my order?

Homepage
1. If you’ve placed an order recently, you can view the status directly on your
home page.
2. Click on the 'Orders' box to view the 'Orders Details'.
Top navigation
1. Visit 'Orders' by clicking on the 'Account' icon > 'My Orders' in the
top-right navigation.
2. The status of your order is displayed under 'Order Status'. Click the 'Order
Number' to view more information about each item.
3. You can also view the status of all order shipments, reships, returns and
exchanges.
How do I return an item?

Please note: You cannot combine items from multiple orders in the same box.
Also, if we did not provide you with a shipping or return label, please simply
include a copy of the packing slip inside the box for pick up.
1. Go to the Account icon > My Orders in the top-right navigation.
2. Click Return next to the order you would like to return.
3. Enter the quantity in the box next to the item you would like to return.
Then, click Select reason for return.
4. Select a reason for return. Click Continue.
5. Enter the number of boxes to be picked up.
6. Click Submit return.
7. You will see a return confirmation on the next page notifying you that your
return is processing and will be reflected on your order details shortly. You
will also receive an email about your return and refund information.
What is Staples return policy?

If for any reason you are not completely satisfied with a product purchased from
StaplesAdvantage.com, you may return it within the applicable time frame. Please
contact us by selecting one of the options displayed under the ‘Need a Staples
Expert?’ panel located to the right on the Help Center page to return damaged or
defective products. Items must be ready when the driver arrives for the pick-up.
Your account will be credited when returned merchandise is received back into
inventory.
Please note: Online Orders (with the exception of Buy Online Pickup In Store
orders) are not eligible to be returned to a Staples Store.
Hassle Free Returns
The Hassle Free Returns form cannot be used to return fully regulated hazardous
products. Please call our Staples experts using the phone number displayed under
the ‘Need a Staples Expert?’ panel to schedule a return. Staples cannot accept
the return of an item that has been partially used. Fully regulated hazardous
products must be complete and in the original packaging to be returned.
Subject to manufacturers' return policies and restrictions, Staples will accept
returns of stocked products in saleable condition, within the applicable return
period, after receipt by you, including, but not limited to:

Furniture

Office Supplies

Perishables

Technology, Business Machines, and Small Appliances

Software

Staples Brand productsThe product must be returned to Staples with its complete
and original manufacturer's packaging intact and undamaged, including Universal
Product Code (UPC), manuals and parts, and a copy of the packing slip. Any
product that is returned without a promotional item which was included in the
original transaction (such as: buy printer, get free ink) will have the value of
the promotional item deducted from the amount refunded. Please also note you
cannot combine items from multiple orders in the same box.
Product Categories:
Office Supplies
Office supplies can be returned within 30 days for a StaplesAdvantage.com
purchase.
Software
- Boxed and unopened software may be returned within 30 calendar days of
purchase.
- Electronic Download software is not returnable or refundable for any reason.
Technology, Business Machines, and Small Appliances
- Technology products such as computers, laptops, digital cameras, printers and
tablets may be returned within 14 days of the date of receipt.
- Small appliances, such as coffee makers, microwaves, refrigerators, air
conditioners and fans, may be returned within 14 days of the date of receipt.
AppleCare+ Customers who purchased an AppleCare+ Protection Plan at Staples may
return to Staples to cancel AppleCare within 30 days to receive a full refund.
Staples cannot cancel AppleCare+ for customers who purchased the AppleCare
elsewhere. All requests to cancel AppleCare+ beyond 30 days must be directed to
Apple to receive a pro-rated refund.
Furniture
- Furniture may be returned within 14 days of the date of receipt. Furniture to
be returned must be disassembled and safe for shipping.
- Custom-ordered and custom-assembled furniture is only returnable if it's
defective when you receive it.
Ink and Toner Cartridges
- Unopened and unexpired ink or toner cartridges may be returned within 30 days.
- Opened or expired ink or toner cartridges cannot be returned or exchanged.
Perishables Unopened, unexpired and undamaged perishables that Staples currently
sells may be returned at any time.
Special Order Products Not returnable, except damaged or defective special order
products may be returned within 30 calendar days of receiving the non-stock
product.
Cloud/Subscription Plan policies:
- Microsoft: can cancel anytime and would only be charged prorated amount.
- Docusign: not returnable for any reason and no refund policy.
- Dropbox: for annual agreements, a 7-day grace period from the time they
purchase to receive a refund. After the 7-day grace period, no refund given. For
month to month, cancellations allowed at any time and customer would only be
charged prorated amount.
- Adobe VIP: subscription licenses can only be returned for FREE 30 days after
the order date. Restocking fee of 25% will be charged if returned more than 30
days. Returns will no longer be accepted after 120 days.
- Adobe TLP/CLP/perpetual licenses:
can only be returned for FREE 75 days after the order date. Restocking fee of
25% will be charged if returned more than 75 days. Licenses can no longer be
returned after 165 days.Furniture Return Policy
Return requests will be accepted within 14 days of delivery under the following
conditions:

Products are in new condition.

Products are unassembled and in original packaging.Special order, customized,
manufacturer direct shipped or assembled items are not returnable unless such
products arrive damaged or defective.
Additional Furniture Terms
Enhanced Furniture Services (Installation Services):
Enhanced furniture services are available at an additional charge. Enhanced
furniture services include, but are not limited to:

Installation

Assembly

Moving existing furniture

Uncrating

Removal of packaging

Inspection for damage.Please note that enhanced furniture services will render
the assembled furniture ineligible for return. At the time services are
rendered, the customer's site must be free of obstruction and fully prepared to
accept the product. Any unanticipated conditions encountered at the time of
installation may be accommodated for an additional charge (such as delays in
accessing site, storage charges, relocating existing furniture and/or stair
carry).
For additional information, please contact us by selecting one of the options
displayed under the 'Need a Staples Expert?' panel located to the right on the
Help Center page and request to speak to Furniture Services.
Pricing: Additional charges may apply for freight, taxes, storage, insurance or
enhanced furniture services. Such enhanced furniture services shall only be
provided at customer's request, and any applicable additional charges may be
invoiced separately.
Installation Delays: In the event that construction delays or other causes not
within customer's or Staples' control force postponement of the installation as
scheduled, Staples or the customer shall store the products until installation
can be resumed, and the products shall be considered accepted by the customer
for purposes of invoicing and payment. The customer shall pay all transfer and
storage charges incurred.
Delivery Signature: The signature of customer or customer's agent obtained at
the time of delivery indicates that all furniture has been received and/or
installed in good condition, free of damages. All exceptions must be noted upon
delivery on the delivery paperwork or associated punch list.
Shipping:
Shipment and delivery will be made by the designated carrier and in the manner
deemed best by Staples. Staples shall not be responsible for delays beyond its
control.
Can I change my delivery date?

1. After shopping, go to Cart > Review Cart in the top-right navigation.
2. Click Select your delivery date under Custom Delivery Date.
3. Select a date on the calendar up to 15 days in advance to receive your
delivery. Click Save.
4. Continue reviewing your order. Click Submit Order when finished.
*Please note: Once an order has been submitted or placed, the delivery date
cannot be changed.
How do I set up my order delivered to a specific location?

You can request an order be delivered to a specific location (i.e. room, suite,
floor) during the checkout process by selecting Edit Address under the Shipping
& Delivery section on the My Cart page before submitting your order. Enter the
specified location in the Address Detail field then select Save. You will need
to complete these steps for each order that you place. Click here to learn how
to permanently edit a ship-to to include this information.
Please note: Staples may not be able to accommodate these requests. If you
complete the above information at checkout but your order is delivered to a
loading dock or mailroom this is likely a result of your company’s delivery set
up.
Please contact us by selecting one of the options displayed under the ‘Need a
Staples Expert?’ panel located to the right on the Help Center page to update
any of the following delivery preferences:

Have all orders delivered by a designated courier (i.e. UPS, FedEx, etc.)

Specify hours your company can accept delivery

Allow Staples to complete delivery without requiring a signature

Change delivery set up (i.e. deliver to a specific person instead of loading
dock or mailroom)
What methods of payment do you accept to pay for my order?

Payment Method
StaplesAdvantage.com currently accepts these payment methods:

Visa

MasterCard

Discover

American Express

InvoiceThe method(s) of payment available to you are based on the set up of your
company’s account. If you are eligible to pay by credit card or invoice, both
options will be available to you at checkout on the My Cart page. If you are
only eligible to pay by credit card or invoice, the alternate option will not be
displayed.
You will be charged/billed once your order has shipped.
Invoice Payments
Staples invoices can be paid using the following payment methods:

Automated Clearing House (ACH)

Electronic Funds Transfer (EFT)

Check

Credit CardNote: To pay your invoice(s) by credit card, please contact us by
selecting one of the options displayed under the ‘Need a Staples Expert?’ panel
located to the right on the Help Center page.
Click here for more information on invoices.
How can I get a replacement for my damaged/defective item?

We apologize for the inconvenience. Follow the steps below to return your
damaged or defective item and receive a refund. You will then need to place a
new order for the item. If you are not able to place a new order and need a
replacement right away, please contact us by selecting one of the options
displayed under the 'Need a Staples Expert?' panel located to the right on the
Help Center page.
1. Go to the 'Account' icon > 'My Orders' in the top-right navigation
2. Click 'Return' next to the order that contains th damangd or defective item.
3. Enter the quantity in the box next to the item you would like to return. The,
click Select reason for return.
4. Select 'Damaged' or 'Manufacturer's defect' under 'Select a reason for
return'. Click 'Continue'
5. Enter the 'number of boxes to be picked up.
6. Click 'Submit return'.
7. You will see a return confirmation on the next page notifying you that your
return is processing and will be reflected on your order details shortly. You
will also receive an email about your return refund information.
8. Place a new order for the item. If you are not able to palce a new order and
need a replacement right away, please contact us by selecting one of the options
displayed under the 'Need a Staples Expert?' panel located to the right on the
Help Center page.

How can I get a copy of my invoice/packing slip?

View Invoices:
If you select 'Account' and do not see the option for 'Online Invoices', your
profile does not have access to this feature. Please contact us by selecting one
of the options displayed under the 'Need a Staples Expert?' panel displayed to
the right on the Help Center page for assistance obtaining invoices.
1. Navigate to the 'Account' icon > 'Online Invoicing' in the top-right meu to
view invoices and make payments.
View Packing Slip (Receipt):
1. Navigate to the 'Account' icon > 'My Orders' in the top-right menu.
2. Click 'Receipt' next to your order.
3. View your Receipt PDF as a new tab. You can download or print the file. It
contains:

Order number

Billing information (PO, PO Release, Budget Center)

Ship-to address

Details for each shipment



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