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Frequently Asked Questions
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   Need more information? Below you'll find the "frequently asked questions" we hear most often from our customers.
  • What is a Customer/Account Number?

    Your Account with Bortek Shop will have an Account number associated with it. This number can also be called your Customer ID number.  

  • Where can I find my Customer Number?

    Your Customer Number can be found on the Invoice, which is issued after we process your Order.

  • How do I login and log out of My Account?

    The Login/Register link is located at the right corner of the top menu bar. When logging in to your Account, you will need your username and password. Your email address serves as your username. To log out of your Account, click Sign Out in the right corner of the top menu bar.

    For your security, an online session will automatically end after thirty (30) minutes of inactivity.

  • How do I retrieve my username and/or password?

    Your username is the email address entered when the Account or User was created. If you forget your password, click Login/Register located in the top red menu bar, then go to the link located just above Sign In Securely. You will be prompted to enter your email address. We will then send you an email with a system-generated new password. The new password is encrypted, secure and unique to you. You will then be able to sign in to your account using your new password.

  • How do I edit or update my Account Profile?
    To edit or update your Account online, login and click My Account located in the menu bar found at the top of every page. Under Account Management, click Update and Edit Profile. Only the Primary Administrator is permitted to edit or update the Account, and some details may only be edited by Bortek Customer Service on request. For assistance with editing or updating your Account profile, please contact Customer Service.
  • How do I add or delete a User on My Account?

    The Primary Administrator for the Account has the authority to add or delete Users.

    First, login and click My Account located in the red menu, found at the top of every page . Under Account Management, click Manage Users.

    To add a User, click the plus sign. Next, fill out the required fields and assign User Privileges.

    To delete a User, press Delete to the right of his or her name. A confirmation screen will appear to confirm deletion of the User. 

  • Who can access an Account?

    Only the Primary Administrator and assigned Users may access an Account. To ensure your information is secure, we encourage you to regularly update your password and promptly delete a User who is no longer authorized to access the Account.

  • How do I save items in my Shopping Cart?

    To save items in your Shopping Cart, click Save this Cart. You will input a unique name in the field provided and click the Save this Cart button. To access a saved cart, go to My Account. You can view, print or email a saved cart at any time. When you are ready to resume the checkout process for a saved cart, click Open Cart and proceed with your purchase. Saved carts remain active for ninety (90) days and then are deleted from the Account.

  • Do you offer discounts on list prices?

    Existing Bortek Shop Customers will see their prices after logging in to their Account. For New Customers who would like to review pricing and discount opportunities, please contact Customer Service.

  • How do I cancel an order?

    For an order not yet processed and shipped, contact Customer Service to make a request for cancellation.

  • How can I save an order I have already started?

    To save items in your Shopping Cart, click Save this Cart. You will input a unique name in the field provided and click the Save this Cart button. To access a saved cart, go to My Account. You can view, print or email a saved cart at any time. When you are ready to resume the checkout process for a saved cart, click Open Cart and proceed with purchase. Saved carts remain active for ninety (90) days and then are deleted from the Account.

  • How do I view my order history and past shipments?

    To view your order history and past shipments, login and click My Account, then go to view order history.

  • How do I manage my Wish List?
    To view your Wish List, login and click My Account, then go to manage wish list.  You can add items to the Wish List from the product pages (the "Add to Wish List" link is located in the gray product information box).


  • How do I manage my Shopping List?

    To view your Shopping List, login and click My Account, then go to manage shopping list. You can add items to the Shopping List from the product pages (the "Add to Shopping List" link is located in the gray product information box).


  • Who do I contact for product questions?
    If you have a question about any of our products, please contact your Sales Representative or Customer Service for assistance.
    Didn't find what you're looking for? We can get it for you! Our team of product specialists will research multiple sources to get you exactly what you need for your business. 
  • How do I add items to a completed order?

    Items can be added to your purchase if the order has not yet been processed in the warehouse. Please contact Customer Service to find out if your order has shipped or if it remains open for new items to be added.

  • How do I locate my Order Number?

    Your Order Number will be in the order confirmation email that is sent after you have completed an online purchase. You may also locate your Order Number in My Account by clicking on View / Print Invoices. Your Order Number will be displayed on the Invoice along with other key order information.

  • How do I use a Purchase Order Number?

    You may enter a Purchase Order Number for your order on the Payment page in the Shopping Cart. 

  • How do I use a Promotional Code?

    We offer Bortek Shop Customers exclusive discounts and special promotions, which are valid for a specified period of time and have certain rules and restrictions for online use. Once you have put items in the Shopping Cart and would like to utilize an active promotional code, log in and go to View Cart to enter the code in the field provided. Click the Apply button and your discount will appear below the subtotal. If the code is invalid or expired, no discount amount will appear.

  • When is Sales Tax charged?

    Bortek Shop charges sales tax in accordance with local and state laws. We will calculate and add the appropriate sales tax to your order total at checkout.

  • How can I receive assistance on my shipment?

    If you have questions regarding shipment of your order or if you need to make changes to the method of shipping selected during checkout, please contact Customer Service.

  • How do I find product warranty information?

    Some Manufacturers provide a limited warranty on select products. Please refer to the warranty information enclosed with a product, which details terms and conditions. If you cannot locate warranty information in a shipment, or if you have questions regarding a product's warranty, please contact Customer Service.

  • How do I view my Account's prices for products featured online?

    Prices for online products are competitively set and available to the public. Bortek Shop Customers with a registered account may be eligible for exclusive discounts on items they regularly order. For these Customers, after logging in, online prices will reflect the pricing specific to the Account. 

  • How do I make a return?

    We want you to be 100% satisfied with your order. Should you have any concern with an item that you have purchased from us, please contact Customer Service for assistance. To request a return, please review our Return Policy.

  • What do I do if my items are broken or damaged when I receive them?

    We take great care to have delivered goods counted and checked prior to shipping them.Upon delivery of any package, do a careful examination for damaged or shorted items and make a notation on the Carrier's receipt. Please note that by giving the Carrier a signed receipt accepting the goods without notation of damage or shortage, you assume responsibility for the condition of the packaged items. Damages and shortages must be noted along with your signature. In order to receive a refund or exchange for damaged or shorted items, you must contact Customer Service within 48 hours of receipt. For more information, review our Return Policy.

  • How do I receive or accept a delivery?

    When delivering to a non-residential address, someone must be present to accept delivery of a shipment and sign the Bill of Lading. Before signing, please inspect all boxes/cartons and note all damages and discrepancies on the Bill of Lading and/or with the driver at time of delivery. All reports of damage and a request for return should be received no later than thirty (30) days after receipt of shipment. To return goods, please review our Return Policy and contact Customer Service.

  • What is my estimated delivery lead time?

    Your estimated arrival date is determined by the date of shipment from the distribution center and the shipping method you select at the time of checkout. Most In-Stock orders are shipped within 1 to 2 business days of receiving an order. Products listed as "Factory Direct" will be shipped at the earliest possible date.

    Shipments travel on normal business days. Please take into account federal holidays and possible inclement weather when placing your order. We will make every effort to deliver your order on the requested date.

     Shipping Method

     Order Date

    Normally Ships

    Estimated Arrival

    Standard Ground

    Monday - Friday

    1-2 Business Days

    2-7 Business Days

     Next Day Air

    Before 10am PST Mon-Fri

    Same Day

    Next Business Day

    After 10am PST Mon-Fri

    Next Day

    2 Business Days

     2nd Day Air

    Before 10am PST Mon-Fri

    Same Day

    2 Business Days

    After 10am PST Mon-Fri

    Next Day

    3 Business Days

     All Special Orders

     1-4 Weeks

     1-3 Business Days

     2-5 Weeks from Order Date

    In-Stock items coming from our San Diego warehouse have the following lead times: 1-3 days for California destinations; 7-10 days for Midwest destinations; and 10-14 days for East Coast destinations.

    All items not stocked in our warehouse have a 10-14 day lead time from the Manufacturer's point of origin.

  • Where can I find my estimated delivery lead time?

    Once your order has been submitted, a confirmation email will be sent to you, which will include shipping and delivery lead time estimates. These estimates will also appear under "My Account". 

  • Do you offer rush shipping?

    Expedited shipping is available, including 2-Day and Next Day (with the addition of Saturday Air under certain circumstances). Orders must be submitted prior to 11:00am Pacific Standard Time in order to receive expedited delivery in the timeframe specified. Expedited orders placed after 11:00am Pacific Standard Time or on Saturday/Sunday normally ship the next business day. Some orders may be subject to verification of billing/shipping information and may therefore be delayed.

    Bortek Shop works tirelessly to have shipments arrive within the specified timeframe. During times of heavy order volume, expedited shipments may take longer to process. Therefore, we recommend you plan accordingly. To ensure delivery timeframes, order early during peak times and holidays, such as Easter, Mother's Day, Thanksgiving, Christmas and New Year's, as well as when schools resume in late-August and mid-January.

  • How can I calculate my shipping costs?

    When placing your order, you may choose from several methods of shipment and you will be able to select the method and pricing that best fits your needs. 

  • What locations do you ship from?

    Stock orders ship from our distribution centers located in Pennsylvania. Shipping charges are automatically calculated using the distribution center as the point of origin. We reserve the right to ship certain products or orders directly to a customer from the manufacturer. In these cases, freight costs, if any, will be calculated using the manufacturer as the point of origin.

  • What destinations do you ship to?

    Bortek Shop currently ships to any public street address in the 48 continental states. Orders cannot be delivered to PO Boxes.

    In rare cases where the delivery company is not able to complete a delivery due to accessibility, we will attempt to notify you and help arrange for you to pick up the order at the carrier's nearest terminal. Orders may be held for reasons including, but not limited to, inaccessible destination address, incorrect contact information or an insufficient address. You will be responsible for any storage costs, redelivery charges or other fees that may result from holding the order at the terminal.

    Each order may only have one "ship to" address. If you require multiple "ship to" addresses, please order separately for each address. Minimum order and freight policies will apply to each order, and orders may not be combined.

  • What shipping methods do you use?

    Bortek Shop ships orders to both commercial and residential addresses. Commercial addresses are defined as business addresses situated on commercially zoned real estate, as determined by the freight carrier. Businesses operated from a house, apartment or other dwelling are not considered commercial addresses and will be charged any applicable residential delivery fees. 

  • Will I be charged for freight fees?

    Orders of free freight eligible products that subtotal under $250 that are shipping to the same address will be assessed freight and handling charges, unless otherwise indicated. When ordering factory direct items not stocked in our warehouse, a freight charge may be assessed in accordance with the freight chart. After you finish adding items to the Shopping Cart, you will receive Standard Ground and Expedited shipping options to best meet your needs. Though not standard, inside delivery is available for an additional fee. 


  • Will my shipment be split?

    Whether an order has split shipments depends on the items ordered and whether the product is stocked in our warehouse. In-Stock items ship from our warehouse within 48 business hours after the order is placed in the system. Factory Direct items ship from the Manufacturer and generally have a 10-14 day lead time.

  • What do I do if I receive a common carrier delivery?

    LTL Common Carrier delivery requires an adult signature at the time of delivery. It is that adult's responsibility to inspect the merchandise being delivered for damage or shortage. By signing for a shipment without notice of damage or shortage, you are accepting the product in good condition. Once the driver leaves with your signature, your ability to claim damage or shortage against the carrier is significantly reduced. Most claims against a carrier are denied if they have a free and clear delivery signature.

    It is also the responsibility of the Customer to have adequate help and any necessary equipment to receive product at the back of the delivery vehicle.

    Please be advised that Bortek Shop does not ship orders C. O. D. 

  • What are your delivery routes?

    Bortek Shop operates a fleet of delivery trucks. These trucks operate out of our warehouses in San Diego, CA and Dallas, TX.

    Generally, orders placed to deliver on a route need to be submitted 48 business hours prior to a route's expected delivery day. For example, if a route is scheduled to deliver on Friday, all orders expecting to go on that truck need to be placed no later than 11:00 am Wednesday in each respective time zone (PST or CST). During times of heavy order volume, such as major holidays and back-to-school, deliveries made on route trucks may be delayed until the following scheduled delivery day. Please plan accordingly and order early.

  • Do you ship internationally?

    At this time, we are unable to ship online orders internationally. If you have a freight forwarder, we can assist you with shipping to that address. Please contact Customer Service to check availability for these arrangements.

  • How do I contact Bortek Shop?
    You are welcome to contact Bortek Shop by phone or email, Monday - Friday 7:30 am - 4:30 pm EST.
  • How do I apply for a job and join the Bortek Shop team?
    If you're a hard-working, customer-focused individual, we want you on our team! We have locations across Pennsylvania and the northeast. To view our current openings and submit an application, check out our Careers Page.
  • What's the best way to find what I'm looking for?

    We recommend using the menu at the top of Bortek Shop to get to the category of products you're looking for. We've separated everything to make it as easy as possible to navigate. Once you're on the category page, you can filter down your results even further by toggling the filters on the left of your screen (top on mobile). These additional filters include things like brand, size, type, scent, width, etc.

    Another great way to find a specific product is by searching for an item or part number. If that product is on our store, it will send you directly to the listing.

  • Where the heck are all the hand sanitizers, wipes, gloves, and disinfectants?

    Hoo boy, I know right? Unfortunately, COVID-19 is wreaking havoc on these products' supply chain.

    We normally are able to provide everyone with the likes of Bortek, Monk, Lysol, Clorox, Purell, and Gojo hand sanitizers, disinfectants, and wipes without issue. Many of these brands have announced that they're completely out of stock and "don't know when they'll be available again."

    We're doing everything we can do ensure you're taken care of and we promise you'll get these products as soon as humanly possible. We truly appreciate your patience and understanding while we all work through the headache that is COVID-19.