State Supply Policies

Customer Service

State Supply Co., Inc. has developed a customer service infrastructure built around these three key elements:

  1. Customer Service & Support

  2. Ecommerce Support

  3. Purchasing/Inventory Management

Customer Support Team
  • Product Application Specialists: State Supply's Product Application Specialists have deep knowledge on both steam and hot water heating systems, while having experience and training in many plumbing related applications. Application Specialists include Matt, Marcus, Tom, Ben, Greg, John and Jim. These folks make up the State Supply City Desk. Dial 1-877-775-7705 to place orders, receive price and availability quotations or simply get your product and order related questions answered.

  • Customer Service Representatives: Deal with matters relating to issues other than product. Please contact Debbie or Linda with any questions or concerns on invoicing, payables or other credit and contact related inquiries. Dial 1-877-775-7705

  • Shipping and Logistics: Led by Tom and Jason, you may contact both by dialing 1-877-775-7705.

  • Customer Product Returns: Contact Gary by dialing 1-877-775-7705.

  • Ecommerce Support: Provided by some members of the design team that built the current StateSupply.com website, along with ecommerce support personnel. Please contact Johnny D, Matthew or Benjamin by dialing 1-877-775-7705.

  • Purchasing/Inventory Support: Led by Jim, Johnny L and Dave. Dial 1-877-775-7705.

Payment & Promotions

State Supply Co., Inc. (SSC) accepts payments from both the public at large and those commercial and institutional customers that have an open line of credit at SSC.

Public at Large

Payment is accepted via four major credit cards: Visa, MasterCard, American Express and Discover.

Commercial Customers

For commercial and institutional customers with an open line of credit, payment is accepted via authorized purchase order number. Customers purchasing via PO are invoiced within 24-hours of product shipment. Invoices are mailed to the billing address on file with your facility. Invoice terms are net 30-days from date of invoice. A 1.5% late fee is charged monthly on any past due balance. If you wish to receive invoices and/or statements via email or fax please contact our Credit Department at 1-877-775-7705

~ Opening a line of credit for your business ~

If you are a commercial or institutional customer and would like to open a line of credit with State Supply please download and complete the Credit Application. When you have completed the application, please fax it to Linda Souder at 651-774-2722. All questions can also be directed to Linda. She can be reached at 1-877-775-7705 or lsouder(at)statesupply.com.

Customer's who purchase on their open line of credit enjoy:

  • 30-days to pay "Same as Cash" via invoice
  • Additional product pricing discounts on many standard and promotional products
  • Complimentary 600-page State Supply paper-bound catalog with your first order
  • Free training videos on both steam and hot water heating systems
Product Pricing
  • Invoicing and Credit Card Customers: Those institutional and commercial customers with an open line of credit have pricing based on their customer profile. Appropriate pricing discount structures are allocated to all website registered customers of SSC with an open line of credit who have logged into their account.

Shipping & Delivery

State Supply Co., Inc. is located at 597 7th St. E., Saint Paul, MN 55130 and is open for business Monday through Friday from 7:00 am to 5:00 pm CST. Most orders for in-stock products received before 2:00 pm CST are shipped that same day. If a product is not immediately available we shall contact you via email and phone.

State Supply offers our customers delivery via either UPS or FedEx. During the ordering process the customer selects their preferred delivery service, and type of delivery service options (see below). UPS delivers on Saturday only if you select "UPS Red Next Day Saturday." Saturday delivery via FedEx is not a selectable option. Neither FedEx nor UPS delivers on Sunday. Shipments to Alaska and Hawaii take an extra two days beyond the delivery times shown below unless you select a 2-Day or Next Day shipping option.

Neither UPS nor FedEx ships to P.O. boxes. The maximum weight limit per parcel shipped is 150 pounds to commercial addresses and 70 pounds to residential addresses. Remote, rural areas may receive deliveries later than those shown below.

Once the ordered product is accepted by the selected delivery service it becomes their responsibility to deliver the product in a good condition. If the product is damaged in any way please contact the delivery service and file a claim.

Delivery Service Options Description
UPS Ground Delivery by end of day, M-F, based on distance. See UPS Ground Delivery Map Below.
UPS 3-Day Delivery by end of day, M-F, three days after order ships.
UPS Blue 2-Day Delivery typically by 3:00 pm, M-F, two days after order ships.
UPS Blue 2-Day AM Delivery typically by 10:30 am, M-F, two days after order ships.
UPS Red Next Day Saver Delivery typically by 3:00 pm, M-F, one day after order ships.
UPS Red Next Day Delivery typically by 10:30 am, M-F, one day after order ships.
UPS Red Next Day Early AM Delivery as early as 8:00 am, M-F, one day after order ships. Continental U.S. only.
UPS Red Next Day Saturday Delivery typically by 10:30 am Saturday when shipped on Friday.
   
FedEx Ground Delivery by end of day, M-F, based on distance. See FedEx Ground Delivery Map Below.
FedEx Express Saver 3-Day Delivery by end of business day (or 7:00 pm home), M-F, three days after order ships.
FedEx 2-Day Delivery typically by 4:30 pm (or 7:00 pm home), M-F, two days after order ships.
FedEx Priority Overnight Delivery typically by 10:30 am, M-F, one day after order ships.
FedEx Standard Overnight Delivery typically by 3:00 pm, M-F, one day after order ships.

UPS Ground Transit Time

FedEx Ground Transit Time

UPS Ground Delivery Service FedEx Ground Delivery Service

Returns & Exchanges

Defective Products

If you have received defective products, State Supply must be notified of defective products within 21 days of receipt. Please call or e-mail customer service to obtain a Return Goods Authorization (RGA). The defective product should then be packaged securely and returned immediately with the original (or copy of original) State Supply Pick Ticket(packing list with State Supply sales order number) or (if State Supply drop shipped the order) a third party packing list. An order for a replacement item should be arranged with a customer service representative. StateSupply.com will pay the shipping cost associated with the replacement. If you choose to return the product without ordering a replacement, you will be charged a 20% restocking fee.

Incorrect Products

If you receive an incorrect product with your order you must notify State Supply within 21 days of delivery by either calling or e-mailing SSC customer service to obtain a Return Goods Authorization (RGA). You should then return the incorrect product in a securely packaged box with the original (or copy) of the SSC Pick Ticket or (if SSC drop shipped the order) a third party packing list. Upon receipt of this incorrect product SSC shall credit your credit card or invoicing account. In the meantime, SSC may immediately send out the correct item, charge your credit card or invoicing account and pay for the shipping cost. After 21 days a 20% restocking fee will be charged and SSC will not pay for shipping.

Order Mistakes

If you have ordered the wrong product you must notify StateSupply.com within 21 days of receipt in order to be eligible for return. Either call or e-mail SSC customer service to obtain a Return Merchandise Authorization number(RMA). The items must be sent back in the a securely packaged box with the original (or copy) of the SSC Pick Ticket or (if SSC drop shipped the order) a third party packing list. The customer is responsible for all shipping charges associated with the return. A 20% re-stocking fee will be charged for these returns.

If you have ordered the wrong product and would like to exchange it for a different item, you must notify SSC within 21 days of receiving the order. The customer will place a separate order for replacement parts and pay all shipping charges associated with the exchange. You will not be charged 20% restocking fee for the items returned.

Damaged Package

If you receive an order in a damaged box please contact the delivery company immediately - usually UPS or FedEx - to file a Damaged Goods claim. Next, call a StateSupply.com (SSC) customer service representative immediately. At that time, we can place a new order for the items and ship them out to you as soon as possible. Also, you can send back what you have received and we will send a replacement upon receipt of the damaged goods. If you choose to place a new order, we will charge you for shipping and credit you the product price amount of the first "damaged" order upon receipt of the damaged goods.

Freight Packages

Please inspect all freight packages carefully before signing for them. If a package looks damaged in any way as a result of the shipping process, please do not sign for it. Refuse delivery and contact a StateSupply.com customer service representative immediately with a description of the damage. We will contact the freight company and begin a claim so that we can send a new product to you right away. If you are unsure whether the shipment looks damaged or not, please inspect it further and open it in front of the driver before signing that it has been received. It is your right as a customer to 15 minutes of the driver's time in order to fully inspect any freight packages. If you would like your freight order (for products over 150 pounds) to be delivered via a truck with a lift gate (needed if you don't have a dock), there is an $85 lift gate fee.

All Other Returns

All returns that don't fit into one of these categories are eligible for return within 21 days of receipt of the product. Either call or e-mail SSC customer service to obtain a Return Merchandise Authorization number (RMA). The items must be sent back in the a securely packaged box with the original (or copy) of the SSC Pick Ticket or (if SSC drop shipped the order) a third party packing list. After 21 days, returns & re-stocking fees will be determined by SSC.

Order Cancellations

State Supply must be notified of all cancellations via phone. If SSC is notified of a cancellation prior to an item shipping there will be no restocking fee. After an item ships there is a 20% restocking fee. The customer is also responsible for the initial shipping charges for the order and the shipping charges associated with the return.

Manufacturer Warranties

State Supply honors all manufacturer warranties for our products. If you are experiencing an issue with a product purchased through SSC that still has a valid manufacturer's warranty, please contact a Customer Service Representative. SSC will then contact the manufacturer and determine the necessary steps for getting your replacement as fast as possible.

Order Modifications

State Supply is able to make changes to orders that have not yet been shipped if you contact us immediately after placing the order; please be prepared with your sales order confirmation number. At State Supply we work hard to ship orders quickly, and your order could ship within an hour of being placed. We are unable to make any changes to an order once it has left the distribution center.

Return Procedure
  1. Call customer service at 1-877-775-7705 for a Return Merchandise Authorization (RMA) number.

  2. Your RMA number must be posted (written) on the original or copy of the related State Supply Pick Ticket, or if drop shipped from another vendor, written on the Pick Ticket (packing slip) included with your order. The proper Pick Ticket must be included with the return shipment.

  3. Pack the item(s) securely in the original product packaging or another securely packaged box.

  4. Include all paperwork, parts, and accessories.

  5. All returned items must be brand new, unused and in their original packaging.

  6. Returned items will be inspected upon arrival.

  7. Send the return package to:
    State Supply
    ATTN: Return Goods Dept
    597 7th St E
    Saint Paul, MN 55130-2419

  8. The return package can be sent using the carrier of your choice. Keep the tracking number to monitor delivery status.

  9. You can expect a refund or credit in the same form of payment originally used for the purchase, usually within 5 business days of our receipt of the returned items. Orders placed by credit card receive a "credit" to the related credit card within 48-hours of receipt and inspection of the returned items.

Privacy & Security

Personal Information

When you make a purchase on StateSupply.com, you are asked to provide the information necessary to fulfill and track your order including your name, address, phone number, and e-mail address. For purposes of billing, you need to provide your credit card number, type, expiration date, and security code to avoid fraudulent use. To ship your order, we also need the name, address and phone number of the intended recipient. Billing and personal information are transmitted only through secure servers and are not shared with any other party.

Customer Accounts
  • Credit Card Payment Accounts: You may create a Credit Card Payment account through StateSupply.com at any time by providing your e-mail address and creating a unique access password, which will allow some of your sales and activity information to be safely stored for both future orders and historical sales reference. Creating an account allows you to save time at checkout, set your ordering preferences, and easily refer back to past orders. You are not required to create an account to visit or place an order. For your privacy and security, we do not store credit card numbers in your account.

  • Invoicing for Commercial & Institutional Accounts: Thousands of commercial and institutional customers have open credit accounts with State Supply - We simply issue an invoice for payment, terms are net 30 days. Of course, these open credit account customers may also pay by credit card. If you are such a customer and wish to have the option of being invoiced for product purchased on StateSupply.com please contact our Credit Department for secure login and password information.

Use of Information
  • Scheduling deliveries of merchandise purchased online
  • Creation of online account
  • Billing your credit card for your purchases
  • Delivery tracking and confirmation
  • Responding to your customer service inquiries
  • E-mail newsletters and specials that you have requested
Order & Account Security

All ecommerce transactions are secured through VeriSign's 128-bit digital encryption IDs. These IDs allow us to handle customer's credit card and personal information to be transmitted without the threat of identity theft or hackers

No Sharing Policy

When you purchase items on StateSupply.com we send your credit card information, name and the amount of your purchase to your credit card company to verify and authorize the purchase. Your name, telephone number and shipping information must be provided to third party shippers such as UPS and FedEx to deliver your purchase. State Supply does not share any other information with any other third party.