General Account Information
What tools are available if I need help using the web site while placing an order or managing my account?
Regency has a robust online help tool. Once you log into to the web site, select the “Help” button at the top of the page. You can view each section of the web or search for a particular function. Customer Service is also available to assist with your requests, they can be reached at 888-973-4362.
How do I add a new user/login to our account?
If you have administrative rights to your site, go to the “Admin Center” and select “Manage Account”. Select the “Login (New)” section at the top of the screen. Complete the information you require for the user and select “Update” at the bottom of the screen. Your new user will be active instantly. You may also contact Customer Service at 888-973-4362, or you may use the “Contact Us” section on the web to request a new login.
How do I update my account information?
(i.e., contact names, shipping addresses, phone number, etc.)
Account contact information is critical to ensure proper communication during the fulfillment and delivery process. As such, in order to make changes to key account information you will need to contact Customer Service at 888-973-4362 or use the “Contact Us” section of the web site to submit your request. Requests are responded to within 24 hours.
I forgot my user name and/or password, what do I do?
Customer Service has access to your username and password information. You can contact Customer Service at 888-973-4362, or use the “Contact Us” section of the web site to submit your request. Requests are responded to within 24 hours.
I am a Pinnacle Office Products customer, how is Pinnacle related to Regency?
Pinnacle is the Texas division of Regency Office Products.
Billing Questions
We are tax exempt; where do I fax my tax certificate? If I was charged sales tax on a previous order, can I get a credit?
Fax your tax exempt certificate to Customer Service at 888-973-4312. If you require immediate assistance to place an order, call Customer Service toll-free at 888-973-4362 and they can expedite the process for you. If you have been charged sales tax on a previous order, Customer Service can have a credit issued to you once the certificate has been received.
How can I get a copy of an invoice on a past order?
Contact Customer Service at 888-973-4362 or use the “Contact Us” section of the web site to submit your request. Your invoice will be e-mailed to you within 48 hours.
Delivery Information
What time do I need to place my order for next day delivery?
General supply orders submitted by 5:00 p.m. local time will be delivered the next business day. Some technology items (look for the TECH WHSE icon) need to be submitted before 5:00 p.m. local time for next day delivery. Special orders, furniture or items not available in the local warehouse may not be available for next day delivery. Customer Service can answer any questions you have in these cases.
What are the charges associated with furniture delivery?
Furniture delivery and installation charges are calculated on a project-by-project basis. Your Sales Representative will provide this information to you during the proposal process.
Order Information
What does the "TECH WHSE" icon mean?
Many of our technology-related products (e.g., computer peripherals, inkjet/toner, printers, etc.) are shipped from our Technology Warehouse and will be delivered next day via UPS. Sourcing these items from our technology supplier gives our customers the associated cost benefits.
Can I cancel/change an order I placed earlier today?
We electronically transmit orders throughout the day to the local warehouse to ensure prompt fulfillment and delivery. However, in some instances, orders can be changed before they have been transmitted to the local warehouse. Call Customer Service toll-free at 888-973-4362, and we will do whatever can be done to accommodate your needs.
I need a custom stamp, what do I do?
Contact Customer Service at 888-973-4362, or use the “Contact Us” section of the web site to submit your request. Requests are responded to within 24 hours.
How do I remove an item from my order?
If you have not checked out and would like to remove an item from your order, simply change the quantity to zero (“0”) in your cart and select the “Update” button at the bottom of the page.
I didn’t get an item in my shipment, is it back ordered?
Regency receives electronic responses throughout the day of order fulfillment status. If an item is not available in a local warehouse (ensuring next day delivery) we will attempt to pull from another warehouse for second day delivery and contact you accordingly. If an item is out of stock due to manufacturer delays, we will contact you and suggest a replacement item. In the event you do not receive an item from your order, please contact Customer Service immediately at 888-973-4362.
Return Information
What is your return policy?
Please see Customer Service Terms in the About Us section of the web.
How do I process an item for return?
After logging in, go to the “Contact Us” section of the web site and click on “Return Request” found in the top section of the web. Enter the required information and select “Send Request” at the bottom of the page. A Return Authorization form will be emailed to you within 24 hours from receipt of the request. Attach the Return Authorization to the packaged return product and leave it in the area where deliveries are made, visible to the driver. Generally, returns are picked up with the next scheduled delivery or within ten days of the Return Request Authorization.
When will a return credit be posted to my account?
Return Credits are posted at the time the return is issued. Credits that exceed $100 will be credited when the merchandise is received back at the warehouse. |
