Please note our remit to address for check payment has changed to Gilchrist & Soames, PO Box 870 Plainfield IN 46168-0870. You may still pay by credit card online.
Customer Service FAQ
- Shipping & Delivery
- Online access and ordering
- Privacy & Security
Orders are generally shipped within one business days of receipt to the warehouse. Orders placed on Friday after 2 pm, or Saturday and Sunday will not be processed until the following Monday; delivery time depends on selected method of shipment and location. Out-of-stock items or accounts on hold would require additional time; please contact customer care for information.
Overnight, 2-day and 3-day expedited delivery services are available. Rates are calculated based on service type, delivery location and package weight. Please note that all expedited orders must be received by 2:00 pm EST in order to be processed that day. If you place an expedited order after 2:00 pm EST, please expect an additional day to be added to your delivery service. Expedited orders placed on Fridays after 2 pm EST or over the weekend will not be processed and shipped until the following Monday.
Access and Orders -For a video tutorial of the online ordering system, please click here
How do I register to order amenities online?
To order hotel amenities online, the property must already be a client of Gilchrist & Soames. One valid email address per property is the username to access an online account. This provides the ability to track orders effectively, store necessary information, send notification the order has been received, when it has shipped; as well as security against unauthorized personnel placing orders. If you are not yet a valued client of Gilchrist & Soames, and would like to speak with a sales representative, please call us at 800.592.8862 .
How do I log in?
You must have an active customer account with Gilchrist & Soames. Our customer care representatives will be happy to assist you with setting up an access email and password (one email per account). Once your account is activated, you may login and proceed to order or access past order history and invoice information.
How do I order items not visible on my account profile?
If you wish to add items not already on your account profile, please contact customer care to update your product list before the order is submitted. If you wish to change collections completely, pleasecontact our customer care department to make all the necessary changes to the account profile and settings.
How can I check on the status of my order?
To check on the status of your order, go to the HISTORY tab, then My Orders. When you place an order online, you will receive an order confirmation email. When your order has shipped, you should also receive an email with a tracking number for the shipping option you have selected. If you are not receiving email notification that your order has shipped, please contact our customer care department to add or update your email address.
How do I report a problem?
Please report any technical problems or errors to email@example.com or call Customer Care at 1.800.592.8862. In the event of a technical website error, our customer service team is happy to assist with placing your order by calling us during normal business hours.
Am I able to change or cancel an order once it's been placed?
Our orders happen in real-time so it is difficult for us to make any adjustments to them once they've been submitted. However, if you do find that you need to make a change or cancel an order, please contact our Customer Care department immediately at 1.800.592.8862 or contact your account representative directly.
Privacy & Security
Is the credit card information safe?
Credit card number is not stored in the account profile; the card number will need to be entered for each payment transaction. Our website uses Secure Socket Layers (SSL) to encrypt the information you provide, as well as the VeriSign security verification system for all transactions. VeriSign uses a digital certificate (the equivalent of a coded ID badge) to verify to users that they are actually communicating with the correct person or web server. We believe digital certificates are the most reliable option available for conducting business securely on the Internet.
While we use SSL and VeriSign to protect sensitive information online, we also protect customer information offline. All customer information is restricted in our offices. Only authorized employees (such as our billing department or a customer service representative) are granted access to your information.
Will you sell information to other companies?
Returns will only be accepted within 30 days of the invoice date. All items must be returned in new (unused) condition and in the original Gilchrist & Soames packaging. No partial cases will be accepted. Property agrees to pay for freight of returns back to Gilchrist & Soames. A minimum of 15% restocking fee applies based on the condition of the returned products. All returns require pre-authorization, please call Customer Care at 1.800.592.8862 to submit a return request.