Skip to Content Skip to footer
Welcome! We've directed you here based on your current location.

Suggestions

  • No Suggestions

Site Pages

Chevron Icon

Take $5 off orders of $25 or more, $10 off orders of $50 or more, or $20 off orders of $75 or more with code MEMORIAL24. View details. 

Order FAQs

 

Below are answers to many frequently asked questions regarding products. If the answer to your question isn't listed, please email our knowledgeable Customer Care team using the form on our "Contact Us" page.

  • How do I make an exchange or return?
  • What do I do if my product is defective?
  • Do you charge state and local taxes on orders?
  • How can I check the status of my order?
  • How can I track my order?
  • How do I get my order faster?
  • How do I find my order number?
  • The product I purchased is backordered, when will it be available?
  • When I pay with my credit card, what company name will appear on my statement?
  • How do I delete or cancel an order?
  • Are there multiple authorizations to my credit card for orders with multiple shipments?
  • How long does a credit card authorization hold take to drop off?
  • What would cause duplicate authorizations to my credit card?
  • What does my order status mean?
  • Do you accept purchase orders?
  • I'm tax exempt, how do I place an order?
  • How do I place an order and have it shipped to a different country?
  • Do you offer promotions or discounts?
How do I make an exchange or return? Chevron Icon

If for any reason you are not fully satisfied with your purchase, you can return it within 30 days of the date of shipment for a refund or exchange. To request return and to learn more about returns and exchanges, visit our "Returns and Exchanges Policy" page.

For products purchased from a local store, office product dealer or non-ACCO Brands® website, please return the product to where it was originally purchased.

What do I do if my product is defective? Chevron Icon

For orders placed on one of our ACCO Brands websites, via phone or by mail, we recommend using the "Return Request" form found on the "Returns and Exchanges" page. This will provide our Customer Care with the information needed to assist you appropriately.

For products purchased from a local store, office product dealer, or non-ACCO Brands

Do you charge state and local taxes on orders? Chevron Icon

Sales and use tax apply to the state to which items are being delivered.

ACCO Brands does business in all 50 states and is therefore required by law to collect and remit sales, and/or use taxes, for all merchandise orders and shipping charges, except where exclusions apply (DE, MT, NH and OR).

How can I check the status of my order? Chevron Icon

Registered customers can check the status of orders online by logging into their account and visiting the "Order History" page.

Non-registered customers will need to contact Customer Care via one of the methods provided on our "Contact Us" page.

How can I track my order? Chevron Icon

Once an order has been shipped, an email will be sent with tracking information.

Registered customers can also view the tracking information online by logging into their account and visiting the "Order History" page.

Non-registered customers will need to contact Customer Care via one of the methods provided on our "Contact Us" page.

How do I get my order faster? Chevron Icon

Orders are normally shipped within 24-48 hours from time of receipt. During the checkout process, customers can select the shipping method that best meets their needs. Shipping options and prices are calculated based on order weight and delivery destination.

How do I find my order number? Chevron Icon

Your order number will appear on the order confirmation page and within the confirmation email sent when you complete an order online. For registered customers, the order number can be found under “My Account” under “Order History.”

If you are unable to locate your order number, please use the "Email Us" form on the "Contact Us" page. Be sure to include the information directly related to your order (name, address, phone, email, etc.).

The product I purchased is backordered, when will it be available? Chevron Icon

The expected in-stock date for your product will be shown above the “Add to Cart” button on the product page. Your product will ship once it’s back in stock. You can check back from time to time to see if the date has changed.

If you have placed an order on a backordered it, you can view the expected ship date in "My Account" under "Open Orders."

When I pay with my credit card, what company name will appear on my statement? Chevron Icon

Your order will be billed as ACCO Brands Direct on your credit card statement.

How do I delete or cancel an order? Chevron Icon

Once an online order is submitted, it begins the shipping process. We begin this service immediately to ensure the timely receipt of the items ordered. For this reason, your order generally cannot be canceled once it's submitted.

Are there multiple authorizations to my credit card for orders with multiple shipments? Chevron Icon

No. After placing an order, the credit card's issuing bank will place an authorization hold on the bank account for the entire amount of the purchase. You will be charged only when each item or group of items ship.

How long does a credit card authorization hold take to drop off? Chevron Icon

Authorization hold times can vary and are dependent on a number of factors: type of card (credit or debit), the card network (Visa, MasterCard, Discover or American Express), the bank or credit union issuing the card, the type of merchant involved, personal banking history and even the day of the week. Most transactions are settled or drop off within 5 business days.

What would cause duplicate authorizations to my credit card? Chevron Icon

Clicking the “Confirm Order” button more than once or using the browser’s back button during check out can cause duplicate authorizations. Each time an order is attempted, an authorization for the amount of the order is made. An authorization can appear even if the transaction was declined.

What does my order status mean? Chevron Icon

Order status represents the progress of your order. After placing an order, the status will show “In Process” and is often accompanied by the order date. Once one or more of your items are on their way to you, the status will change to “Shipped.” After all items have shipped, the status will change to “Order Complete.”

Do you accept purchase orders? Chevron Icon

We do not accept purchases orders at this time. All orders must be paid in full at time of purchase. We accept VISA, MasterCard, Discover, American Express and PayPal.

I'm tax exempt, how do I place an order? Chevron Icon

As required by Federal and State Laws, a supplier must maintain a current, signed, dated and approved state tax exempt certificate for any active customer who will not pay state sales tax.

Please use a state-approved tax exempt certificate for each state in which you do business and ensure it contains the following information:

  • Your company’s complete name and address
  • The seller name (ACCO Brands USA LLC)
  • Signature, date and title
  • Also include your customer account number at the top of your certificate, if applicable. If you are unsure of your customer account number, contact Customer Care to obtain your number.

To submit your information, you may do either of the following:

  • Create an account on our website. Go to “My Account” then click on “Tax Exempt” from the left navigation. Complete the required information and upload your form.
  • Mail or fax your order with payment and a completed copy of your tax-exempt form to:
    ACCO Brands Direct
    PO Box 400
    Sidney, NY 13838
    Fax: 800.832.6625

How do I place an order and have it shipped to a different country? Chevron Icon

We currently cannot ship orders out of the country.

Do you offer promotions or discounts? Chevron Icon

We do occasionally offer promotions and discounts on products and/or shipping. You can sign up to receive promotions and discounts in the website footer, or by updating your "Communication Preferences" in "My Account."