Frequently Asked Questions
General InfoCan I get a catalog of products??A: Yes, we would be happy to send you a copy of our latest catalog for free. In you are interested in receiving a catalog please call our customer service department at (888) 792-2166 or email one of our representatives at firstname.lastname@example.org. Also, please note that while our catalog displays many of the items that we supply, it does not display all of the items that we supply.?
What are your hours of operation??A: Our customer service center is open Monday thru Friday, 8:00 am to 5:00 pm EST, excluding major holidays.?
Can I get a sample??A: We are a wholesaler and because we are a wholesaler we are unable to break up cases and send out samples to our customers. We do offer a no minimum order, so you are able to buy small quantities at no extra cost.?
Do you offer contractor pricing??A: We do offer contractor pricing please visit our Contractor Pricing page or call a customer service representative at (888) 792-2166.?
Do you have any stores where I can shop locally??A: We have two warehouses located in Delaware where you can go and shop. If you wish to visit one of these locations please contact our customer service department for directions. We also offer free delivery for those customers within a 150 mile radius of the two warehouses in Delaware when they make a purchase of $150 or more. If you are unable to visit either location you can always order products on our website 24 hours a day.?
Order InfoDo you offer special pricing for bulk orders, or do you price match??A: For special pricing, including for price matching, you would need to speak with one of our customer service representatives. Sometimes, depending on products and availability we are able to offer discount pricing, but this is on a case-by-case basis. If you do receive a special pricing discount, these quotes are only good for 30 days.?
What is your return policy??A: We offer a 15 day return policy on most items. There are some items that we are not able to accept for return such as vacuum cleaners, floor machines, perishable items, items with broken security seals, and special orders. If you wish to return an item please contact a customer service representative either by phone or e-mail. You will then receive a Return Authorization Number and more instructions on how to return your item.?
Can you mix and match a case of cleaning supplies or fragrance refills??A: Unfortunately we are not able to break up a case of anything and send individuals or mix and match. This is because we are a wholesaler and ship items directly from our suppliers.?
Can I get a special order item??A: Yes, you may special order an item. To special order an item please call our customer service department at (888) 792-2166. Once a special order is placed it cannot be cancelled and may take up to 6-8 weeks to be delivered.?
Can I pick up my order??A: We have two warehouses located in Delaware where you may pick up your order. If you wish to pick up your order please call one of our customer service representatives, at (888) 792-2166, who will configure your account so that your order will be ready for pick up. If you are not located near our Delaware warehouses, www.genecyll.com utilizes 35 other warehouses nationwide allowing us to locate the warehouse closest to you, with the products you need, and be able to ship your order quickly.?
Do you extend credit terms, if so how do I set up an account??A: We do extend credit terms to qualified commercial customers. A customer's credit application and valid credit card must be submitted and approved before orders can be placed. A Credit Application can be found on the home page of www.genecyll.com. This application can be faxed to (302) 328-5118 or e-mailed to email@example.com. If you have any questions about the credit application process please call one of our customer service representatives at (888) 792-2166.?
How can I cancel an order??A: Orders placed online or over the phone are processed very quickly and because of this, it is difficult to cancel orders after they have been placed. There is a small 15 minute window, during which the order is being processed, between when the order was placed and when it is submitted. An order can only be cancelled during this 15 minute processing window. If you would like to cancel a placed order please call our customer service department at (888) 792-2166.?
Do you charge tax??A: We do not charge tax.?
Shipping InfoAre you able to ship to Hawaii and Alaska??A: Yes, but it is likely that an additional charge of $75-$150 will be added to those orders being shipped to Hawaii or Alaska. If you would like an order shipped to either Hawaii or Alaska please call our customer service representatives, at (888) 792-2166, so we can better assist you.?
Do you ship overseas??A: Unfortunately at this time we do not ship overseas, we only deliver within the continental US. If you are in Alaska or Hawaii please contact one of our customer service representatives, at (888) 792-2166, to verify that we are able to ship your order.?
How long does it take to receive my order??A: Orders are typically shipped within 24 hours. Orders are not shipped on Saturdays or Sundays, so this means that if you place an order on Friday it will be shipped out on the following Monday. After an order is shipped out you can expect your order to be delivered within 1-3 business days. There are some expectations to this, for example if items are shipped directly from the manufacturer it can take 5-7 business days to receive.?
How much is shipping and how is it calculated??A: All shipping charges are based on the size and weight of the products ordered. If your order is more than $1,200 we will ship your order for free. Also, you can calculate the shipping cost for each product by clicking on the Estimate Shipping button, which is located on every product page.?
How do I track my order??A: There are three ways that you can track your order. You can go online to our website and click on the link titled My Account, once you have logged in you then scroll down to the Order/Billing History section. There you will be able to view all information, including tracking numbers on all of your orders. If you prefer you can email us at firstname.lastname@example.org with your account number, order number, or previous order number and a customer service representative can give you information regarding the tracking of your order. You can also call our customer service department at (888) 792-2166 and one of our customer service representatives will be able to provide you with a timeline of your purchase and an expected delivery date.?
Can I get next day delivery??A: Many of our products are available for next day delivery because we ship from 37 warehouses around the country. If you wish to get next day delivery, your order must be placed by 12:00 pm EST via the phone with one of our customer service representatives. If you want to find out the availability of a product or next day shipping rates please call our customer service department at (888) 792-2166.?
Where does my order ship from??A: www.genecyll.com ships from 37 warehouses across the nation. Depending on where your order is being sent, and where the product is located, your order will be shipped from the closest available warehouse.?