EJ Thomas FAQs
Questions about EJ Thomas? Our products? Our services for helping you run a more profitable business? Find your answers here or fill out the form at the bottom of this page to reach us directly.
Administrative
Can I get credit terms?
We extend credit to qualified customers. Your completed credit application must be reviewed before credit is granted.
Can I pay by check when you deliver?
Yes. If credit terms have not been established, then you can pay your driver upon delivery.
Will my personal information be secure?
We do not store your credit card or personal information. We also work with an established e-commerce vendor to provide the security for our e-commerce system.
Once my account is set up, can I change my password?
Yes. You can easily change your password by clicking on the “Edit account” link under the “My account” menu in your customer portal.
What if I forget my password?
Not a problem. When you go to sign in, click on the “Forgot your password” link. The system will then walk you through the password reset process.
Do you have a return policy?
Yes. We offer a 6 month return policy with the exception of certain chemicals that may degrade with time. Product must be new and in saleable condition. Returns must be approved before product is picked up.
Can I access my account information online?
Yes. Your customer portal allows you to access your order history, open orders, open invoices, paid invoices, and accounts payable balance summary.
Will I receive an order confirmation number when I place an order online?
Yes, you will receive an email with your order confirmation number once you submit your order.
Technical Support
Do you offer customer support on products you distribute?
Yes, our Sales Consultants are extremely knowledgeable. We are also able to provide support by manufacturer technicians for some product lines.
Sales
Do you have a sales rep in my area?
We have Sales Consultants in Ohio, Indiana, Michigan and parts of New York, Pennsylvania, West Virginia and Kentucky. For customers outside this region, we also have a support team that can be reached by calling 800-878-0880.
How will I know my online order was received?
You will receive an email with your order confirmation number once you submit your order.
What do I do if I need a product that I can’t find on your website?
Please call your Sales Consultant or contact Customer Service at 800-878-0880.
Can I set up a recurring order?
Yes. Just call your Sales Consultant or our inside support team, who can be reached at 800-878-0880.
Delivery
How will you deliver to me if my store is unattended?
There are several ways we work with unattended laundromats to make secure deliveries. To learn about the options available to you, simply call our office at 800-878-0880 and ask for the office manager.
How will I know when my order will be delivered to me?
We will provide you with a delivery calendar with regularly scheduled delivery days to your location indicated. Orders placed online will arrive on your next regularly scheduled delivery day.
Will I be notified if there are backorders? How?
Customer Service will notify you when items you request are on backorder.
What do I do if I need to my order shipped to a location that is different than the location on my account?
Your account can be set up to have multiple delivery addresses available for your online orders.
If need a one-time shipment to a different address, we advise you to call in your order to Customer Service.