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Welcome International Customer!

FAQs

Account Questions

  • How do I create a new account on your website?

    Near the top right of any web page on demco.com, click the My Account link. From the options shown, choose Create Account. On the Create New Customer Account page, you will be asked to enter an email address and password. This will be your personal login, whether you will be shopping for one or many institutions. Fill out the remainder of the form, then click the Create an Account button at the bottom to complete your setup. If the email address you used is already associated with an account, you will need to log in with that account or use a different email address.

  • Can I use my old web login on your new website?

    Yes, but you will need to set up a new password. On the Log In page, simply click the “Forgot Password” link to set up a new password. 

  • I cannot log in on your website. What should I do?

    If you cannot remember your password, please see the “I forgot my password” FAQ below. If you are getting a different error message, please contact Customer Service.

  • I forgot my password, and I know I have a web account. What should I do?

    Near the top right of any web page on demco.com, click the My Account link. From the options shown, choose Log In. Click the Forgot Password link and enter the email address associated with your web account. An email will be sent to your email address. The email will contain a link for you to reset your password.  If you continue to have trouble, please contact customer service at 800.356.1200.

  • I have ordered from you by phone before. Should I be able to log in on your website?

    If you have ordered by phone in the past, you will still need to create a web account the first time you order online. Please click on My Account near the top right of any webpage on demco.com to begin creating a web profile.

  • How can I see an invoice?

    Please email our accounts receivable team at billing@demco.com or call 800.752.7614 and we will email or fax you a copy of your invoice.

  • How do I know if my organization has a purchasing contract with Demco?

    If your organization has a purchasing contract with Demco, you will see your contract terms and discounted pricing 24 hours after creating an account. 

  • Can I create a wish list and access it later?

    Yes, there are two ways to create a wish list. Please note that you must be logged in to your account to create a wish list. While viewing a product page, click the Add to Wish List link below the Add to Cart button. Then click Create New Wish List. You will be asked to give your wish list a name and an optional description. Click Save and the product will be added to your new wish list. You can add more products to this wish list as you shop by following the same steps. You can also create a wish list in My Account under Wish Lists.

Billing Information

  • How do I receive my invoice?

    You will receive your invoice or paid receipt at the time where all items have shipped unless you request to be partial billed or have your credit card charged at the time of order. The default invoicing method is to send an invoice/paid receipt to the designated Billing address for this order via USPS, unless otherwise designated.

  • Can my invoice be emailed?

    If you would like all of the invoices emailed for your billing account, please visit demco.com/paperless to access your TermSync customer portal or email billing@demco.com for more information.

  • What is my available credit?

    Each organization has their own credit limit and your order may go on hold for our accounting team to review. Payment or a new credit application may be required to continue processing the order. Please call 800-752-7614 or email billing@demco.com with any questions.

  • What are the payment terms?

    Prepayment may be required for some customers. If you are granted credit, payment on the invoice is required within 30 days of the date on the invoice. Payment may be paid by check or electronically through your TermSync customer portal by ACH or credit card.

  • I have not ordered from Demco before. Can I still be invoiced?

    You may be required to prepay your first few orders or complete a credit application. If you do not have an existing billing account, your order may be held for review.

Shopping and Ordering Questions

  • How do I check the status of an order?

    From My Account, visit Order History to see your orders. You will be able to see all orders that are associated with your web login, even if they were not placed online. Each order shows a status, such as “Shipped and Invoiced.”

  • Do I have to sign in to place an order?

    You do not have to sign in while you are shopping. However, since we require an email address for communication, you will be asked to create an account when you place your order. Creating an account is beneficial because it allows you to track your orders, create wish lists, manage billing and shipping addresses, view contract details, and more.

  • How do I enter a promo code?

    On the Shopping Cart page or anytime during checkout, you can enter your valid promo code in the Enter Promo Code box in the Cart Summary. Click the Apply button and your promotion will display in the cart.

  • How do I enter a contract number?

    When you place an order on demco.com, you can enter your contract number in Step 2 of our checkout process. Afterward, whenever you shop at demco.com, your contract will be attached to your order and you will see your discounted price. If you have multiple contracts attached to your account, you may switch between contracts during checkout to see pricing and make the best choice.

  • How do I add sale prices to my web order?

    You can either search or use Quick Order to enter the product number, including the catalog item number prefix seen in your catalog. The website will indicate the original price, as well as the sale price.

  • Why doesn’t the product number on demco.com match the catalog product number?

    Although the product numbers on demco.com will have different letters at the beginning and may have extra zeros at the end, they are the same products you see in the catalog.

  • Has my cart turned into an order?

    When you finish checking out, your cart will be empty. If you still see items in your cart, it means they have not been ordered. You can verify your orders by visiting Order History in My Account to see recent orders.

  • How will I know that you received my order?

    Once your order is processed, you will receive an order confirmation via the email address registered with your account.

  • Do you have an order form available on your website?

  • Is there a special form for ordering custom products?

    When you order a custom item, you will be taken through a series of questions to customize the item on the product page. You may also be asked to answer additional questions once you’ve placed the item in your cart. 

  • I know the Demco item numbers I want to order. Is there a quick-order option on your website?

    Yes, you can find our Quick Order form here.

  • I can’t find something on your website. Can I get help finding it?

    We are happy to help you find the products you need. If you cannot find something when using the search box or by browsing through our product selection, please reach out to customer service for help. Our Contact Us page lists several options for contacting our customer service representatives.

  • Do you help design library furniture projects?

    Our interior services experts are standing by to help you with your projects. Please visit our Project Services page to provide your contact information, and we will be in touch as quickly as possible. If you prefer, please call 800.747.7561.

  • Do you offer installation services?

    Our interior services experts have the tools to assist you with refreshing, remodeling, or creating a new space. Our comprehensive services include needs assessment, design and layout, product consultation, project management and installation, and follow-up support. Please visit our Demco Interiors page to provide your contact information or call 800.747.7561.

  • What payment options do you offer?

    We accept MasterCard, Visa, American Express, or Discover. New or established customers may also pay by check. Existing business accounts benefit from terms of net 30 days from invoice date. If you have specific questions on how this applies to you, please feel free to contact us for additional information.

  • Can I cancel or change an order I placed online?

    Please call 800.356.1200 and we will be happy to review your order with you.

  • Can I use a gift certificate online?

    Please call 800.356.1200 to speak with a Demco order representative and we will be happy to assist you.

Shipping Questions

  • How do I get a shipping estimate?

    If you are logged in to your account, you should see your estimated shipping charges on your Shopping Cart page. If you are not logged in, either log in or enter your shipping ZIP code to determine your shipping charges.

  • Is expedited shipping available?

    We offer expedited shipping options on available stock products. Expedited shipping can be selected in the checkout process. If you prefer, please call 800.356.1200 for availability and shipping rates.

  • When can I expect my order to arrive?

    Orders for available stock products should ship within one business day. Just look for the Stock Product icon and review product availability. Items that ship via truck or from our suppliers may take longer for delivery. Please check estimated shipping times on our website or contact our customer service team at 800.356.1200. In addition, once your order is processed, you should receive an order confirmation showing estimated ship dates.

  • What can I expect if I purchase products that are shipped directly from the manufacturer?

    Items that are manufactured and shipped by one of our suppliers may have longer lead times and cannot be returned unless damaged or defective. The availability and lead time can be found on our website. If you have specific questions or concerns, please contact our customer service team at 800.356.1200. We are happy to help!

  • What do I need to be aware of when my order is delivered?

    Before you sign the delivery receipt when your delivery arrives, please inspect your shipment for any possible damage. If you find that your shipment is damaged, please refuse the shipment and describe the damage on the delivery receipt. Please also contact Demco Customer Service at 800.962.4463 or email custserv@demco.com for further instructions.

  • What happens if my order arrives damaged?

    Please call 800.962.4463 to speak with one of our customer service representatives. We will be happy to assist you with your damaged item.

  • How can I track the status of my shipment?

    Visit My Account and click on Order History to find your order. Once tracking information becomes available (not immediately available for brand-new orders), a Track Order link will appear on the order line.

  • Can I ship to a P.O. box?

    Demco requires a physical street address  for orders to be shipped.

Returns and Exchanges

  • What is your return and exchange policy?

    An experienced team is available to answer questions about your order. If you want to return a qualifying item within six months of your invoice date, please email custserv@demco.com or call 800.356.1200 for assistance.

Catalogs and Emails

  • How can I receive Demco catalogs?

    At the bottom of any page on demco.com, click the Free Catalog link under Services. From this page you will be able to choose from available catalogs.

  • How can I sign up to receive your email promotions?

    Near the bottom of most pages on demco.com, you will find an email signup form. Fill out this form to be added to our email list.

About Demco

  • What is Demco’s address?

    Headquarters: 4810 Forest Run Road, Madison, WI 53704
    Manufacturing and Shipping: 500 E. North St., DeForest, WI 53532

  • How and when can I speak with a customer service rep or bid specialist?

    Please visit our Contact Us page.

  • What can I do if I don’t see my concern addressed above?

    Please contact our customer service team at custserv@demco.com or call 800.356.1200.