830-626-6000

Store Policies

General

Although Supplize is a commercial supply house, we welcome sales to all customers. Please be aware, though, that there are some important differences in our products, and in the way we sell them, from your typical retailer. Generally, commercial-grade products are tough and durable, but they sometimes lack the level of aesthetic finish that we are accustomed to in products developed for consumers. This allows us to keep the cost down and provide you with the best-performing products at the lowest possible price.

Thank you for shopping with us, and we look forward to your continued business. We are here to serve you both as a customer and a partner.

Privacy Policy

Information we Collect

We receive and store any information you enter on our website or give us in any other way. We do NOT store credit card information unless you specifically request that we do so. You can choose not to provide certain information, but this can limit your access to many of our features. We use the information you provide for such purposes as responding to your requests, customizing future shopping for you, improving our stores, and communicating with you.


Information Sharing

Information about our customers is an important part of our business, and we are NOT in the business of selling it to others. We work in conjunction with other companies and individuals who perform functions on our behalf. Examples include fulfilling orders, delivering orders, processing credit card payments, and providing customer service. They have access to information needed to perform their functions, but may not use it for other purposes.

We release account and other personal information when we believe release is appropriate to comply with the law; to enforce or apply our store policies and other agreements; or to protect the rights, property, or safety of Supplize, our users, or others. This includes exchanging information with other companies and organizations for fraud protection and credit risk reduction. This does not include selling, renting, sharing, or otherwise disclosing personally identifiable information from customers for commercial purposes in violation of the commitments set forth in this privacy policy.

Information security

We work to protect the security of your information during transmission by using Secure Socket Layer (SSL) software, which encrypts information you input. Your credit card information is secured by Element Payment Services, Inc., the industry-leading provider of fully integrated PCI DSS compliant payment processing solutions.


Element Pioneered Tokenization and Point-to-Point Encryption Technology

Tokenization works by moving actual cardholder data offsite to a PCI DSS compliant storage facility. Element's TransForm Tokenization servers work to create and then return a unique reference pointer (or token) to the software application. Using the token (which contains no actual cardholder data itself), customers can bill a card on file and schedule automatic payments. Point-to-point encryption (P2PE) technology ensures sensitive credit and debit card data is protected from first card swipe or key-entry, while in transit, all the way to the payment processor. The Element Express Processing Interface supports the most advanced encrypting devices, allowing for point-to-point encryption of cardholder data.

It is important for you to protect against unauthorized access to your password and to your computer. Be sure to log out of the website and close your browser window when finished using a shared computer.

Pricing

Supplize offers our customers very competitive, warehouse pricing. However, from time to time, factors beyond our control force us to adjust our prices without prior notice.

Although we do our best to represent our product descriptions, inventory levels, and prices fairly, errors and inaccuracies can occur. In these cases, we reserve the right to cancel any order and refund the customer's money as a full remedy.

Order Processing

We accept orders by phone and online. Phone orders can be placed during normal business hours. Online orders can be placed at any time.

Please note that we do not accept orders in person at our warehouse. For all will-call orders, we ask that you place those at least two hours ahead of the time you wish to pick them up.

Payment

Payment is expected at the time you place your order online. If you would like to request a trade account with payment terms, please contact your sales rep.

Order Cancellation

Once you submit an order on our website, it is immediately processed and printed and cannot be cancelled online. If you need to change or cancel an order after it has been submitted, please call or email us.

A custom order item may be cancelled only before it enters the production period at the manufacturer. After a custom order has entered the production period, you will be responsible for the shipping costs and order amount, and you will not be entitled to any refunds, credits, or exchanges.

Special order items are subject to the supplier's cancellation policy.

Delivery

We offer free delivery to any business or residence located within New Braunfels and the immediate surrounding area on orders received before 2 p.m. Orders placed after 2 p.m. will be delivered the following business day.

Please note that as of October 1, 2019, we require a $50 minimum order to deliver on our truck. No minimum order is required for will-call pickups or FedEx shipments.

Delivery is based on the following criteria:

Delivery LocationOrdering HoursDelivery Day
New Braunfels8 a.m. - 2 p.m.Next-day delivery (Monday-Friday). Any orders placed after 2 p.m. will be scheduled for the following business day (e.g. if you order on Monday at 2:30 p.m., you will receive your delivery on Wednesday).
Boerne8 a.m. - 2 p.m.Mondays. Please place your order no later than 2 p.m. Friday to receive your Monday delivery. Any orders placed over the weekend will be scheduled for the following week (e.g. if you order on Sunday the 6th, you will receive your delivery on Monday the 14th).
San Marcos, Austin8 a.m. - 2 p.m.Tuesdays and Thursdays (based on your location). Please call customer service at (830) 626-6000 about when we will be in your area.
San Antonio and Schertz8 a.m. - 2 p.m.Tuesdays, Wednesdays, and Thursdays (based on your location). Please call customer service at (830) 626-6000 about when we will be in your area.
Canyon Lake8 a.m. - 2 p.m.Fridays. Please place your orders no later than Thursdays at 2 p.m. to be routed for delivery.

Delivery on a day not designated for that particular area will be accommodated only if the schedule allows. Please call to discuss special delivery options.

Shipping

Supplize primarily delivers to New Braunfels and the surrounding areas through the use of our trucks. Customers outside of our primary service area will have their products delivered via FedEx. We do not deliver outside the continental United States. This includes Alaska, Hawaii, and U.S. territories such as Puerto Rico.

Receiving Instructions

We make every effort to ensure we deliver the correct products and quantities in your order. You are responsible for verifying receipt of your order. We will not be responsible for orders once they have been signed for.

The first step should be to inspect all packages to ensure you have received the exact quantity of items that you ordered. If there are any shortages, you are responsible for noting those on the delivery ticket while the delivery driver is physically present.

You are responsible for inspecting all of the packages and products in the shipment at time of delivery. As the recipient, you may spend as much time as necessary opening and removing products to ensure your products are in acceptable condition. If you decide to wait to inspect the packaging or unpack any items after the driver has left, you will be responsible for any damages that are either in plain sight on the outside of the packaging or concealed damages that are not obvious until you unpack the items.

Will Call

Our warehouse is not open to the public, but we do offer the convenience of placing your  order online or by phone and picking it up at our warehouse using our will call process, if you wish. Please follow the schedule listed below, and your items will be patiently waiting for you.

Prior to your visit, your items will be pulled from the warehouse and staged for pickup. This will drastically reduce the time you spend waiting for your order. Welcome to a hassle-free, easy, breezy pickup experience.

NOTE: We no longer accept will-call orders placed inside our office. All orders must be placed online or by phone.

Ordering HoursPickup Hours
8 a.m. - 12 p.m.Same day, 2-4 p.m.
1-5 p.m.Next day, 10 a.m. - 4 p.m.
After HoursNext day, 2-4 p.m.

Please note: We will hold your orders up to 24 hours, unless otherwise requested, before returning the items back into stock. If you would like to check on the status of your order, feel free to give us a call at (830) 626-6000.

Damages

If any part of your order is damaged, note the damage on the delivery ticket while the driver is there. If you sign your name on the delivery ticket without noting any damages, then you are stating that you have received your order in acceptable condition.

Returns & exchanges

Unused, unopened product can be returned in as-new condition with the original sales receipt within 30 days of the date printed on the receipt for a full refund or exchange, with some exceptions.

  • All merchandise must be returned with and in the original carton with all factory packing material and paperwork.
  • No used merchandise will be accepted for return unless defective.
  • Freight and delivery charges are non-refundable.
  • Special order, custom, cut-to-order, and non-stock items cannot be returned and are non-refundable.
  • Food items can never be returned for any reason.

Refunds

Refunds will be paid as follows:

  • If you paid with trade credit (on account), your refund will be trade credit (on account).
  • If you paid with check, your refund will be issued by company check 7-10 business days after your original check clears.
  • If you paid with a debit or credit card, your refund will be on the same card.

A special note on trade accounts: If a return on a trade account results in a credit balance on the account, the business owner or their designate may request a check for the amount of the credit. Checks will only be given to the business owner or their designated representative. Being an employee of the company does not automatically make a person a designated representative.

Equipment Rental

Supplize has what you need to make a big cleanup job easy. Not only do we rent the machines, we also have all the necessary items to go with them. We have the following equipment available for rent:

  • Floor scrubbers
  • Floor buffers
  • Carpet cleaners

Equipment rentals are available by phone and in person at the store. Please call or come by to check availability.

All rentals require a $100 deposit per piece of equipment rented. Deposits paid via credit card are charged in full at the time of reservation. When the equipment is returned, the deposit will be applied in the following sequence: cost to repair damages (if applicable), rental cleanup fee (if applicable), balance of rental fee (if the deposit amount exceeds the total of the above, the balance will be refunded to the customer). Refunds are paid according to the Refund Policy.

Rental equipment is expected to be returned in the same condition in which it was received. Each piece of equipment (defined as an individual line item on the receipt) that is returned in an unclean state will be assessed a rental cleanup fee of $30.

Warranties

All warranties noted are those of the manufacturer. We are only the seller of said equipment, and all warranty issues must be addressed with the manufacturer. We are here to help and assist in trying to resolve any and all issues.

All of our equipment comes with the standard manufacturer's warranty.

Limitation of Liability

Although we do our best to represent our product descriptions, inventory levels, and prices fairly, errors and inaccuracies can occur. In these cases, we reserve the right to cancel any order and refund the customer's money as a full remedy.

Supplize reserves the right to amend these terms and policies at any time.