Coronavirus (COVID-19) Impact FAQs
At this time, On Time Supplies is continuing to operate normally and all office supplies, furniture and toner orders are being processed as usual. We are seeing slight delays with deliveries by UPS and other couriers as they are at capacity. Additionally, certain janitorial products such as cleaners, sanitizers, detergents and bath tissue items are facing severe shortages nationwide. We have put together this FAQ page to keep you updated on the current situation.
When will I receive my order?
If you ordered office supplies your order is being processed as usual and will arrive within the timeframe shown on the item page, typically 1-2 business days. We use UPS to fulfill most orders and since all domestic couriers are at capacity, some orders may experience an additional delay in delivery. Please take a look at the UPS Updates webpage to see if there are any issues in your area.
If you ordered Coronavirus-related supplies (detergents, sanitizers, cleaners, bath tissue, etc), please note that we cannot guarantee stock. There is much higher than usual demand for these products and we process orders in the order they come into our system. We will do our best to notify you quickly of out of stock items so you may make alternative arrangements. You will receive a full refund for any item or order we cannot fulfill.
Because of low stock on many cleaning and sanitizing supplies, we may have to ship products across the country. We cannot guarantee 1-2 days delivery on these products at this time. When we process your order you will receive a delivery estimate based on where the product(s) shipped from.
How accurate is your online stock / inventory count?
Stock for the majority of items is updated on an hourly basis, and daily basis for a minority of items. Our website will automatically make an item unavailable if stock runs out. However, it is possible that you are shown stock at the time of order placement and it is depleted before your order is processed. All orders are processed in the order in which we receive them (no special preference is given to any order or customer). We will notify you as quickly as we can if your order cannot be fulfilled and a full refund will be issued for any item that we cannot fulfill.
I placed an order for an in-stock item; why did I receive a notice saying my item is out of stock?
Even if an item shows hundreds available at the time you placed your order, stock can run out within minutes due to the extreme demand for these products. Therefore we cannot guarantee stock at the time of order placement. We will notify you as quickly as we can for out-of-stock items so you can make other arrangements. We will also issue full refunds for any item or order we cannot fulfill.
When will you restock items?
We are in constant contact with all of our suppliers and manufacturers. Unfortunately even manufacturers are having a hard time giving us exact timelines of when new stock will be ready. As soon as we are able to acquire new stock we will update our website. We recommend you bookmark any out of stock items you are interested in purchasing and check back on a daily basis to see if new stock has arrived.
Can I be notified when new stock comes in?
We are currently working on this feature and will update this page with instructions when it is ready. In the meantime, please bookmark the out-of-stock item you are interested in and check back every morning.
Can I return any of the items I purchased?
We always accept returns and replacements for damaged or defective items; however, at this time we cannot accept returns for certain Coronavirus-related products such as bath tissue, cleaners, detergents, sanitizers and first-aid supplies. Most other office supplies can be returned according to our return policy. We have indicated which items cannot be returned on the item details page, in your cart and your checkout confirmation e-mails.
Why can't I return Coronavirus-related products?
We are seeing an unprecedented amount of orders for these types of items. Our warehouses are at capacity and trying to get orders out as soon as possible and cannot handle returns for these items. If you have a damaged item or an item doesn't match the product description, we will replace it provided we still have stock. Otherwise we will reimburse you accordingly. Please only order what you absolutely need.
Are your prices affected by the Coronavirus demand?
We have not raised prices on any product due to the Coronavirus demand. Our prices are typically based on manufacturer and delivery costs. Since major brands like Clorox and Purell are sold out, customers may find alternative brands that are more expensive. Some of these uncommon brands, such as a Ability One or LCI, are made for highly specific uses or niche audiences and therefore tend to be more expensive than the common brands.
How is your customer service impacted?
At this time our customer service is not significantly impacted due to the Coronavirus or the demand it's creating. We are getting more calls and live chats than usual, so you may experience a slightly longer response time. We respond to every support request we get. We encourage you to use our contact form if you do not have an urgent order issue.
Additional Coronavirus (COVID-19) Resources
Please visit the CDC COVID-19 website to stay informed and protected during this time.