Frequent Asked Questions

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Registration & Benefit
1% CASH BACK
FREE Registration
Details
Shipping / Delivery & Pickups
Auto Calculated at Checkout
Self PickUp Available
Details
Search & Purchase
Pre-Order? Bulk Discount?
Find the BEST-FIT
Checkout & Payments
Card & Check
Online & Calling
Details
Return & Refunds
Edit or Cancel or Refund
Help you to solve any issues
Details
Customization
Branding with us
FREE Design
Details

Find Customer Service

We're glad to help you with any issues!
Feel free to contact us

24/7
Customer Service
1.8
Avg. Order Processing Days

Register & CashBack

Is registration really free?

Absolutely! Becoming a member is completely free, and there are no hidden charges.
Plus, you will automatically earn 1% cash back from every order.

How can I earn the cash back?

It's super easy! As a registered member, you'll automatically earn 1% cash back with every purchase you make on our platform.
This means, for every $100 USD spent, you'll receive $1 cash back. Keep an eye on your cash back in the top right corner on any page when you are login.

How & when can I use my cash back?

Firstly login to your account, by simply clicking the "Your Balance" button in the top right corner of any page, you can see your accumulated cash back amount.
You can redeem your cash back at any order in your cart page.

Shipping & Delivery

Does the product price include shipping costs?

Hey there! All the prices you see on our website are wholesale product prices and do not include shipping fees.

Planning to pick up your order? Great—there’s no additional shipping fee for Warehouse Pickup. Prefer delivery? No worries! We’ll automatically calculate the shipping cost at checkout based on your order, product type, quantity, and delivery address.

Where do you ship orders from?

Right now, orders are processed and shipped from our NY Warehouse on Long Island:

NY Warehouse (Long Island)
55 Kean St, West Babylon, New York 11704

How long will delivery take after my order ships?

Great question! Delivery time depends on the shipping method you select and where your order is going. FedEx/UPS delivery times vary by carrier service, OneStop Truck Delivery follows local route schedules, and Pallet Freight delivery timing is confirmed by our sales team.

How can I track my order?

It’s easy! Once your order ships, you’ll receive a Shipping Confirmation Email with the tracking number.You can also log in to your account on our website, click “Orders”, and select the order you’d like to track.

Who do you partner with for shipping, and how do you deliver orders?

We're proud to partner with UPS and FedEx for shipping! We've got you covered with their reliable services.

When you're ready to checkout, you can choose your address, and we'll show you the real-time accurate shipping fees for UPS and FedEx. It's simple and convenient!

Can I see the shipping fees before placing my order?

Sure! We want you to feel confident with your choices. Add the items and quantities to your cart , click "Calculate Shipping Fee" on the cart page (no charges yet!), provide your shipping address, and hit "Continue To Shipping".

There you have it! You'll see the total amount, including the exact shipping fees. You won't be charged until you're ready to place the order.

Do you offer door-to-door delivery service?

Yes! We offer two door-to-door delivery options:

FedEx/UPS: Available across the contiguous United States, excluding Alaska and Hawaii. Shipping costs are calculated at checkout using current carrier rates and depend on product size, weight, quantity, and delivery address.
OneStop Truck Delivery: Available in select ZIP code areas of New York, New Jersey, Pennsylvania, and Connecticut. Delivery fees are calculated per case, with a minimum order of $300, $500, or $1,000 depending on the first three digits of your delivery ZIP code.

Is there any free delivery option?

For sure!
Yes. If you're located in NY, NJ, PA, or CT, you can choose Warehouse Pickup at no extra cost:
Step1 - choose "Warehouse PickUp" on the cart page
Step2 - pick a convenient time
Step3 - pay for your order
Step4 - swing by our NY warehouse during the scheduled time to collect your goodies with FREE shipping.

NY Warehouse (Long Island) Address:55 Kean St, West Babylon, NY 11704

How soon will my order be shipped after I place it?

You're on it! As soon as we receive your order, we'll make sure everything is organized.

If every product is in stock and non-customized, we'll ship your order around 1-2 business days, excluding holidays.

If you've got a mix of in-stock and pre-sale products (non-customized), we'll split your order. The in-stock items will be shipped around 1-2 business days and the pre-sale items will be shipped immediately when they arrive at our warehouse, usually taking around 2-4 weeks to have them shipped out.

And for any customized products, we'll have them delivered to you within 60 days after we confirm the design.

What shipping methods are available?

We’ve got a few options! The available shipping methods depend on your delivery address, order size, and product type:

FedEx or UPS parcel shipping across the contiguous United States, excluding Alaska and Hawaii.
OneStop Truck Delivery for select ZIP code areas in New York, New Jersey, Pennsylvania, and Connecticut.
Warehouse self-pickup is available for customers in New York, New Jersey, Pennsylvania, and Connecticut.
Pallet freight delivery for larger or pallet-sized orders are available with manual orders.

How are shipping fees calculated?

Great question! Shipping fees are calculated differently depending on the delivery method you choose, and help you save as much as we can on shipping:

FedEx/UPS: Based on product size, weight, quantity, and delivery address.
OneStop Truck Delivery: Calculated per case. Minimum order requirements vary by ZIP code.
Pallet Freight: Based on the delivery address, pallet weight, and pallet height. All pallet freight orders must be arranged through our sales team. Please contact help@onestopsupplyco.com for assistance.

Return & Refunds

I forgot to purchase some items, where can I modify my order?

Once your order is placed, the system will automatically process your order, we cannot guarantee that it can be modified or canceled.
If you need to add any product to your order, you can either place a new order for the product you left, or you can contact us to add products to your order.

Can I cancel the order I just placed?

Once your order is placed, we cannot guarantee that it can be canceled. If you wish to cancel your order, please contact us as soon as possible.
Once the order has been shipped, it can not be edited or canceled, and we don’t have any free return policy.

How can I track the order status?

You will receive several emails about the details and status update about your order.
You can also login and go to your account and go to the “Orders” section to check the latest update of your order.

Will my whole order come in one shipment?

To save you the hassle of handling multiple shipments, we will make every attempt to ship your order in one shipment. It will be a series of tracking numbers, but you can track all of them with any tracking number we have provided, or you can refer to the master number for details.

For orders that contain “Pre-Order” items or customizations, only the in-stock items will be shipped first, others will be sent as soon as they arrive at our warehouse.

If there are multiple shipments, we will send you tracking information for each separate shipment to help track your order. When split, the full amount of the shipping costs will be charged in the first shipment.

How can I get a receipt or copy of the invoice for my order?

You will be e-mailed a copy of your invoice once your order is placed and after the order ships from our warehouse.
To obtain the pdf copy, please contact Sales Representatives.

I received the wrong item(s). What should I do?

We are so sorry about the mistake, please keep the item(s) unused and in the original packaging and reach out to our Customer Service team. They will work with you to reship the correct item or issue a refund.

Photos of the incorrect product you received or other graphic proofs will be requested during the procedure, please provide those details at the very beginning of the conversion.

Item(s) in my order are missing. What should I do?

Great care is taken when packing your order, but on rare occasions an item may have been missed.
If the quantity of total cartons is less than you ordered, it might be caused by the combination packing of smaller items, or might be caused by split shipping.
Please contact us within 5 business days of receiving your order so we can find a solution for you!

I received broken products, how can I get my refund?

While we do our best to avoid this, unexpected circumstances might happen during their trip like the weather that would cause missing or damage.
If the carton is broken or damaged when it arrives, please contact us within 1 business day and the carrier as well, we will start investigating the case and process refund or compensation for you.

By signing the delivery receipt you are taking responsibility and ownership for the shipment in the condition noted. If part of your shipment is missing and you did not note this in any way on the delivery receipt, we CANNOT guarantee any compensation or replacement of the missing items.
If any item or packages are missing and delivered by FedEx, you MUST do the following:

Note it clearly on the delivery receipt before signing it
Keep your copy of the delivery receipt
Contact us within 1 business day

Payment & Checkout

What kind of payments can you accept?

We accept all major credit cards including MasterCard, Visa, Union Pay, and Discover. We also accept alternative payment methods including check, money order, and ACH transfers for orders.
Please notice that AMEX, Apple Pay and Google Pay are currently deactivated.

Do you accept orders via phone?

Yes! Please call our customer service via 212-380-7111 to place your order.
We highly recommend ordering online as only online orders qualify for the 1% cash back, all phone orders and manual orders do not qualify for any cash back.

My payment was declined / Error payment message popped up at checkout, why?

Your card may be declined for a number of reasons:

The card may expired;
You're over your credit limit;
The card number / billing address / secure code failed to match the information in your bank account.

If those reasons do not fit your case, please contact our customer service and provide us with the email address that you have registered with, we’ll help you process your order.

What if my shipping address was wrong?

Wrong shipping addresses might cause delivery issues and might delay your business. Please contact our customer service ASAP, we will help you to update the address both in the order and with carriers.
You can reach our customer service team during business hours by:
Email: help@onestopsupplyco.com,
LiveChat,
WeChat: Onestopsupply,
Phone call (212)-380-7111

How do I contact Customer Service?

Our Customer Service Representatives are available Monday through Friday from 10 AM to 6 PM EST.
You can reach our customer service team during operation hours with any questions you may have by:
Email: help@onestopsupplyco.com,
LiveChat,
WeChat: Onestopsupply,
Phone call (212)-380-7111

Customization

Is every product customizable?

Most products on our website can be customized. You can also see a full list of customizable products at our Customization page. These products typically have order minimums, and extended lead times.

I'm still planning to open my store, can you help me design a Logo?

Definitely! The Logo design is included in the customization service, and now we are providing FREE design for all our products.
Please contact our sales representatives and share your needs, we will find out the best solution for you AND a unique logo tailored just for you.

Can I take some free samples?

Of course! We do offer FREE product sample kits. Get your FREE sample kits now with: [CLICK ME]
You will get a $10 coupon when you place your second order (samples excluded), please use code “FREESAMPLE” when you checkout.

How long will I receive the customized products?

Once your customization plan and the design are confirmed, our factory will start to produce your order within 3 business days. Normally your order will be out for delivery within 60 days.

Can I order just a few boxes of customization products?

It depends. There is a minimum order quantity (MOQ) requirement for all customization products, and it varies for different products. Some of our products like the stickers would have low MOQ for you to start with.

We highly recommend the customization stickers and napkins for all businesses as it’s the most necessary item in your store that could start branding
For detailed MOQ questions, feel free to ask our sales representative, don’t forget to attach your needs!

What should I do to have my customization service?

No worries! Customization is simple and easy. Here are the steps to have packagings with your logo printed:

Step 1 CONTACT
Contact our sales representatives with your needs for a quotation with great deals.

Step 2 DESIGN
Check & Confirm the design [It’s FREE!]. It will accelerate the process if you could provide your specifications and logo.

Step 3 PAYMENT
Final check before production & Make a payment.

Step 4 RECEIVE
Wait and get your order around 60 days!

How much will you charge for the customization?

Pay for the product, and that's ALL!

Currently, all customization services contain FREE design, which includes the design of sample appearance, renderings, and logos, and 1 on 1 service.
The customization price you find on our website includes everything, so when you order over $399, there will be no additional logistics fees required.

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