Support

At Rose Office Supply Etc, our goal is to make shopping easy for you, while recognizing that both of us need to run sound and stable businesses. We want your business to be successful, too, and these policies help us offer the best overall service. Listed in order of how they usually occur, these policies streamline our service for you, allowing us to focus on your actual order, while applying resources to bring you new products and opportunities.

A. Order Processing and Payment

Pricing, Product Specifications and Policies
Rose Office Supply Etc’s competitive pricing, product specifications and policies are available through the web site. Every effort is made to make more frequent updates to pricing and product specifications on the web site online at www.RoseOfficeSupplyEtc.com. Significant policy changes are communicated on the web site. Naturally, to stay current with the market, we reserve the right to update pricing, product specifications and policies, including these Terms and Conditions without prior notice. Any discrepancies in regards to pricing must be submitted via e-mail or in writing within 30 days from invoice date.

Handling and Processing Charge
A flat-rate Handling and Processing Charge of $2.75 may be applied to any orders.

Small Orders
To accommodate occasional and inevitable Small Orders, anything less than $5.00 will incur a Small Order Charge of $5.00. Small Orders will ship ground only, and the $5.00 Small Order fee is reflected as part of the freight cost. Small Orders also receive the Handling and Processing Charge outlined above.

Special Order Items
Certain items are considered Special Order and will ship UPS Ground. Allow up to one week for delivery. Special Order Items will be invoiced by Rose Office Supply Etc, and our current Terms & Conditions will apply. Certain Special Order Items are nonreturnable. You will be informed of this at time of order, and this will be indicated on your invoice. Special Order Items that may be returned will be processed by Rose Office Supply Etc’s Customer Service Department, regardless of point of origin.

Cancellation Policy
To speed our service, orders are transmitted immediately into our warehouse selection process and therefore may not be canceled. You will be responsible for all freight charges and a 15% restocking fee on refused deliveries.

Freight Policy
For your orders of 150 lbs. or less, Rose Office Supply Etc will ship via UPS or FedEx and will bill you freight at actual ground rates. All hazardous material orders and all orders over 150 lbs. ship via the best ground service and are charged at actual carrier rates. A flat-rate Handling and Processing Charge of $2.75 can be applied to all orders. Dimensional freight charges will be accessed to the order in accordance with the carriers.

Fuel Surcharge
In addition to the freight policy above, Rose Office Supply Etc reserves the right to adjust charges due to carrier fuel charges. A fuel surcharge of $2.00 can be applied to small packages and $9.70 can be applied to LTL (Less Than Load) orders.

Payment Terms
Rose Office Supply Etc reserves the right to refuse to sell to any persons or firms. We are pleased to offer qualified dealers an appropriate line of credit upon approval. Plus, we offer other methods of payment as follows:

  1. NET 30 Days — Upon credit approval, terms are Net 30 days from the date of the invoice.
  2. Prepaid — Credit Card (Visa, MasterCard, Discover, American Express) or wire transfer.

Rose Office Supply Etc reserves the right to extend or withhold lines of open account credit to any dealer determined by the dealer’s experience, record of trade payments, financial condition, amount of credit needed, etc. Depending on these factors, Rose Office Supply Etc may require current financial information. Rose Office Supply Etc may also require personal guarantees and/or other security interests. Inquiries about dealer credit requirements should be addressed to:

ATTN: Customer Service Dept.
Rose Office Supply Etc
P O Box 1455
Tyler, TX  75710-1455

Past Due Accounts

  1. Open account privileges may be suspended if invoices for any month are not paid when due within published terms, and subsequent orders may be held until the account balance is reduced to a current status. Unusual cases of adjustment or dispute may be given individual consideration.
  2. Interest will be charged on past due amounts up to the maximum legal rate.

  3. Reasonable attorney’s fees and other collection costs will be added to collection claims. A service charge of $50.00 will be assessed on any returned check.

  4. Certain services may not be available to CIA (Cash in advance) accounts.

B. Merchandise Returns

Our Customer Service Department stands ready to assist and make these transactions as easy as possible. Contact our customer service dept. within 30 days of your purchase by E-mail at rose@roseofficesupplyetc.com.

Obtaining a Return Merchandise Authorization Number (RMA)

Prior to ANY Return, these three steps will ensure a smooth process. These essential steps pertain to ANY and ALL Returns.

1. You MUST contact our Customer Service Department for approval via email at rose@roseofficesupplyetc.com. Please have the following information available:

A. Your account number
B. The invoice number
C. Quantity to be returned
D. Manufacturer part number
E. Reason for the return

2. Customer Service will issue you a Return Merchandise Authorization Number (RMA).

3. Customer Service will issue you Shipping Instructions.

Preparing your Return for Shipment.

A. Use YOUR company shipping labels on the cartons being returned.

B. Write your RMA number on your shipping label and affix to shipping carton. In the case of multiple cartons, write your name on EACH shipping label, AND indicate number of cartons, for example 1/3, 2/3, 3/3. If the shipping carton is the original manufacturer packaging, DO NOT write the shipping address or RA numbers directly on packaging as the products must be in resalable condition, with no defacing, to receive credit.

C. Any shipment arriving without an RMA number on the shipping label will be refused.

All returns must be shipped freight pre-paid. Freight will only be credited for Rose Office Supply Etc's errors.

Rose Office Supply Etc Shipping Errors — Obtain an RMA number (see above).
We apologize for any errors caused by Rose Office Supply Etc and will gladly take the product back, as long as you make your claims for Shipping Errors within five (5) working days of delivery of goods, as instructed above.

Dealer Ordering Errors — Obtain an RMA number (see above).
We are happy to take back product ordered in error and we assess a 15% restocking charge for this service. Returns must be in the original packaging and factory sealed where applicable. If the product is not received in salable condition, it will be returned to you at your expense. Certain Special order items are not returnable as outlined in the Special Order Items section above. Follow “Preparing your Return for Shipment”, as instructed above.

Hardware Product Returns — Obtain an RMA number (see above).
All Hardware return requests must be made within 30 days of original invoice. Hardware returns must be unused, unopened and in resalable condition. A restocking fee of the lesser of 15% or $25.00 per unit will be charged. Defective and DOA machines will be tested upon receipt at Rose Office Supply Etc. If the machine is defective, a replacement will be shipped; if the machine tests OK, it will be returned to you at your expense. Follow “Preparing your Return for Shipment”, as instructed above.

Defective Returns — Obtain an RMA number (see above).
Defective and DOA hardware will be tested upon receipt at Rose Office Supply Etc. See Defective Returns Exceptions below for products that may not be returned as “Defective”. All qualifying Defective returns must be shipped within 30 days of original invoice to:

Rose Office Supply Etc Defective Returns
P O Box 1455
Tyler, TX  75710-1455

PLEASE NOTE: To ensure proper credit to your account, all defective product must be returned in its original carton with ALL original pieces, packing materials and manuals. Follow “Preparing your Return for Shipment”, as instructed above.

Defective Returns Exceptions
The following are exceptions to our defective return policy.

  1. Bottled Copier/Toner Supplies - all products are examined and are in salable condition before shipping and therefore are not returnable. All sales are final.
  2. Cartridge-Based Copier Supplies - Due to the simple nature of these products most printing errors will require a service call. To obtain an RMA for this type of product, you need to provide Rose Office Supply Etc Customer Service with a letter from the Manufacturer, or Authorized Service Technician describing the defect(s) identified during the service call. A copy of the letter MUST accompany the returned product.
  3. Other Exceptions — Rose Office Supply Etc does not accept Defective returns on certain select products, depending on manufacturer and market conditions. These items are noted in our system, so when placing an order by phone you will be informed if any items you purchase fall into this category. This information will also appear as a comment on your invoice.

Truck Shipments
Please note that the Consignee is fully responsible for the number of pieces signed for at the time of delivery. Skids must be broken down and cartons counted immediately before signing the driver’s Delivery Receipt. Rose Office Supply Etc will deny a short ship claim unless the Delivery Receipt is noted “short” or “damaged” and the number of pieces received is specified on the Delivery Receipt. Customer Service should be promptly contacted upon discovery of the shipping problem.

Returns to Manufacturer ONLY
The following vendors must be contacted directly for credit/replacement of defective merchandise. In accordance with Manufacturer Policy, Rose Office Supply Etc will not accept items made by these vendors for return and will not issue credit. However, we will do our utmost to assist you in getting proper resolution from these manufacturers.


Vendor

Products

Phone #

American Power

All

800-800-4272

Canon

Printers

800-423-2366

Canon

Fax/Copiers

800-828-4040

Epson

Printers

800-922-8911

Fellowes

Shredders

800-955-0959

Iiyama

All

800-394-4335

Panasonic

Fax machines

800-HELP-FAX

Ricoh

All

800-882-4858

Sharp

Toners

800-237-4277

Tally

All

425-251-5601

Toshiba

Projectors

877-523-8324

Wilson Jones

Shredders

800-222-6462 ext. 36977

Xerox

All

800-835-6100

3M

Projectors

800-328-1371 option #1

Damaged Goods

Interior Damage Only
If the exterior package/carton is intact and only the interior product is damaged, contact our Customer Service Department for an RMA number (See contact information)

Exterior Carton Damage by Carrier
If the exterior package/carton is damaged, causing damage to the contents, you MUST keep the original package/carton and then call Customer Service for a claim to be filed. If the original damaged package/carton is not available, there will be NO chance for a credit to be issued to you. See specific Carrier Policies below.

Specific Carrier Policies

FedEx — Damaged in Transit, Non-Delivery, or Denial of Signature Claims
Claims for FedEx shipments damaged in transit, non-delivery, or denial of signature must be made within 15 days of original invoice.

UPS Damaged in Transit Claims
Claims for UPS shipments damaged in transit must be made within 30 days of date of original invoice AND, original shipping carton must be retained.

LTL Damaged in Transit Claims
Claims for LTL shipments damaged in transit must be accompanied by delivery receipt with damages described on receipt and signed by recipient at time of delivery.