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ACCOUNT INFORMATION

How can I access my account?

Click the “Log In” link at the top right corner of your screen, and enter your email address and password. The account menu is on the left side of the screen

What happened to my existing account?

Your account information and order history was saved and will still be accessible online, but for security reasons, all existing passwords were disabled when we launched our new site. All customers should reset their passwords using the "Forgot Your Password?" link on the login page. If you encounter any issues while resetting your password, please give us a call at 1-800-776-7613 and we will be happy to help you access your account.

I am a new customer. Can I create a new account?

Yes, you can create a new account by clicking the "Create An Account" button on the login page. You can also download a credit application here if you would like to apply for Net 30 Day terms.

How can I see my order history and past invoices?

Log in and click on the "My Account" link at the top of the page. On the left side of the "My Account" page are several links to your account information.

What if I forget my password?

Please utilize our "Forgot My Password" function on the log-in screen, which will send you an email to reset your password.

 

ORDERS & PAYMENT OPTIONS

How can I place an order?

What are my payment options?

  • NET 30 DAYS TERMS available with approved credit (see new account information for credit approval application).
  • We gladly accept VISA, MasterCard, and American Express
  • Prepay your order by personal or business check

How do I apply for Net 30 Day Terms?

New customers may apply for credit by sending an application for approval, found here. All accounts with balances over 30 days old are subject to a late charge of 1-1/2% per month.

How often do prices change?

All prices on the website are subject to change without notice. The current price of each item is the price listed on the website.

Is there a minimum order requirement?

There is no minimum order value.

Does Up Side Down Supply charge sales tax?

Up Side Down Supply charges sales tax on items delivered to addresses in Maryland, Pennsylvania, New Jersey, New York and Virginia. The sales tax will be shown on the invoice. If your purchase is tax exempt, a tax exemption certificate is required for the purchase and must be submitted via fax or email with the order. Deductions for tax after the order is shipped is not permitted.



SHIPPING & FREIGHT

What is Up Side Down Supply’s shipping policy?

Shipping charges of 12% of the value of your order will be added to your invoice if your order is less than $250. The minimum shipping charge for orders under $250 is $14.99.

What does Up Side Down Supply’s Free Shipping promotion entail?

We offer free shipping on orders over $250 delivered to business locations in the Continental United States. We will pay the shipping charges for ground delivery by the carrier of our choice. Some products are excluded from the free shipping policy, and these products are marked accordingly on our website. Actual freight charges for these products will be added to your invoice.

Does Up Side Down Supply ship to PO Boxes or residential addresses?

We cannot ship to P.O. Boxes. Shipments to residential addresses are subject to additional charges that will be added to the invoice.

Will Up Side Down Supply ship outside of the Continental US?

In certain cases, we are able to ship outside of the Continental United States. Please contact customer service at 1-800-776-7613 for inquiries about charges for shipments to Alaska, Hawaii, Canada, the Caribbean, Mexico and Europe.

Where are my orders shipping from?

Up Side Down Supply’s warehouse is centrally located just outside of Philadelphia, PA, a convenient location for our customers located in the Midwest and East Coast. Customers located east of the Mississippi River can usually expect to receive their shipments within 1-4 business days, and we typically ship all orders placed by 3pm on the same day it is received.

How does Up Side Down Supply handle backordered items?

Any items that are backordered will be shipped when they are back in stock. If the original order qualified for free freight, the backordered items will be shipped without freight charges.

I need my order ASAP. Is express shipping available?

Yes, express shipping is available for an additional charge. Please call customer service at 1-800-776-7613 for further information.


RETURN POLICY & REFUNDS

What is Up Side Down Supply's Return/Exchange policy?

Contact our customer service department for a return authorization within 30 days of purchase for return instructions. Please prepay shipping charges as COD shipments will not be accepted. Only if the product is defective or Up Side Down Supply made an error will return shipping costs be at our expense. Returns that are accepted for the customer's convenience may be subject to a 15% restocking charge.

How does Up Side Down Supply handle damage/shortage claims?

Products that are damaged or lost in transit must be noted on carrier's delivery receipt at the time of delivery. Then contact Up Side Down Supply customer service via email sales@upsidedownsupply.com or call 800-776-7613.



ADDITIONAL INFORMATION

Can Up Side Down Supply special order products not featured on their website?

Prices are available for large quantity purchases or for items not found online or in our catalog. Contact Up Side Down Supply customer service via email at sales@upsidedownsupply.com or call 1-800-776-7613 and we will be happy to provide you with a quote.

What if I am not satisfied with my purchase?

If you are not satisfied with an item that you purchased, please do not hesitate to get in touch with our Customer Service department at 1-800-776-7613. Up Side Down Supply will offer you your choice of a full credit to your account or refund upon our receipt of the item.