Online orders are processed as they are placed at the site. If you are placing your order after 5 pm EST, it will be processed the following day. Orders are not shipped on Saturdays or Sundays. The shipment schedule is based on the date your order is received. You will receive an email receipt when you place the order. You may use the order number on that receipt to request order tracking.

Please ensure that your billing information matches the information on file with your credit card company. Otherwise, your order may be declined.  More information about declines and authorization holds is available in our customer credit information section.

Our primary freight carrier is UPS. For larger orders, we may utilize different freight carriers for delivery. Shipping costs are automatically calculated via an integrated UPS Ground interface with up to the minute freight rates. More information about shipping with freight carriers may be found on our shipping information page.

We do not ship to international destinations. Please note that we cannot ship to P.O. Boxes. You must provide a street address for your order. We are not responsible for delays caused by the delivery services due to weather or mechanical error and are not able to offer refunds for those reasons.

Orders are NOT shipped the same day they are received. Ship times vary by item, ranging from 1-2 business days for amenities up to four weeks for made-to-order spreads and some other linen items. If you do not see a ship time listed on the page where you order, please email before you order and we would be happy to give you a time frame.

Hotel Supplies-Online shipping calculations are determined by the weight of the order and the distance of the shipment at ground commercial rates. Transit times vary depending on destination.

All orders with a total less than $1,000 will be shipped “no signature required.” The package will be left at the shipping address whether or not someone is there. We are not responsible if the package is lost or stolen after the delivery service leaves.

If you are not satisfied with merchandise purchased from Hotel Supplies-Online, you may return it within 30 days. The following policies apply:

Orders returned because of customer error will be charged an industry standard restocking fee of 30 percent. Merchandise must be unused and in the original carton with no items missing. Cost of return freight is the responsibility of the customer. Only UPS or FedEx returns will be accepted. If you wish us to arrange a call tag to pick up the return, this cost will be deducted from your refund.

All custom or special orders such as amenities, made-to-order items, logo or special-printed products, or items defaced or physically damaged by end-users cannot be returned unless it was our error in following your order instructions. Pillows are not accepted for return. Food and medicinal items also cannot be accepted for return. Exchanges are only for factory defect or order error on our part.

Please do not return anything to us without first contacting our customer service department between 9:00 AM and 5:00 PM EST Monday through Friday for return instructions.

Tape up the carton and boldly print upon the carton the RMA number given to you. Return via UPS or FedEx, or wait for the call tags as arranged with us.

As soon as the returned products have been received, we will credit your account or re-ship any replacement items.

To avoid returns, please check the screen and receipts at time of order to avoid having an order shipped that you ordered in error. Also, remember to inspect all packages when they arrive. Notify us immediately if you realize you need to make a return or exchange.

Never accept a shipment that is damaged. Refuse the shipment to the carrier and get a receipt. Notify us immediately and we will issue a new shipment. If the shipment is accepted, please notify us with a description of the damage, shortage, etc. so we can take care of it immediately.