FAQs

Ordering & Account Basics

How do I place an order?

With a variety of ordering methods to choose from, it’s easy to order your way.

• Phone: Call Toll Free (888) 431-5800 to speak to a Customer Success Specialist, Monday thru Friday from 8:00 AM to 8:00 PM EST. You may leave your order on the voicemail at anytime - we pick up all messages in a timely manner, and will confirm all orders within the business day.
• E-mail: cs@possupply.com
• Internet: You are here... Why not place your order now at possupply.com - registered users can Order by SKU, Order by Previously Ordered Items, Quick Re-Order of prior orders and lots of other easy to use functions.

Is there a minimum order?

One box of any product is our minimum, unless otherwise specified. Our item detail pages tell how each product is boxed. Products must be ordered in full box quantities.

What if my product is not listed?

If you have used our website search and/or our "POS Supply Finder" Tool, and are not finding exactly what you need, please call us toll free at 888-431-5800. We are more than happy to assist you! Typically, we will ask for the Make and Model Number (ie: Star TSP143-LAN) of the machine/printer you are using, or a description of the product needed. Our knowledgable service team will provide you with information about the Roll Paper, Ribbons or Other POS Supplies that match accordingly. At this point, you can either complete your transaction online or have one of our friendly team members complete the order for you!

Shipping, Delivery & Compliance

How and when can I expect my order to be shipped?

Our primary shipping method is FedEx Ground (though we also offer a variety of express services to meet more urgent needs.) We ship orders Monday thru Friday, excluding holidays. Most stock orders received before 4:00PM EST (1:00PM EST for express) will ship the same day, however, our commitment is to have all orders shipped within 24—48 business hours of receipt of order. If we can’t ship your order within that time frame, we will contact you to notify you of the expected ship date. Orders will be shipped FedEx Ground unless otherwise indicated. Allow one to six business days for your order to arrive. For faster service, you can request Overnight Service or 2 Day Service when you place your order. We will also ship via US Postal Service for APO and International addresses which may include additional surcharges.

Please be sure that your shipping location is open to accept deliveries. Returns shipping fees will apply for undeliverable orders.

Holiday Schedule

What is the shipping cost?

Free Shipping on orders of $49 and over* is applicable with standard published pricing on non-custom products only, and will be shipped "Best Way" (usually FedEx Ground or USPS Priority) to locations in the Continental US (lower-48 states) only.

For orders under $49, FedEx Ground shipping options are at a flat rate based upon the total order value. Orders up to $25 will incur a $9.95 shipping cost for FedEx Ground, and $12.95 for FedEx Home Delivery. Orders from $25.01-$48.99 have a flat shipping rate of $15.95 for FedEx Ground and $18.95 for FedEx Home Delivery.

Please call us toll free at 888-431-5800 if you have any questions or need to evaluate additional shipping options.

*We reserve the right to choose the shipping carrier for Free Shipping orders. Free Shipping does not include extra delivery options (such as deliver inside, lift gate, etc.)

How do I track my order?

You have two options for tracking your order:

1. Log into "My Account" on our site - Here you have powerful tools to manage account info, orders and tracking.
2. Go to the FedEx website. Type in the tracking number from your invoice and track your order.

Can thermal paper containing BPS be shipped to Washington?

No. Thermal paper rolls containing bisphenols, including Bisphenol A (BPA) or Bisphenol S (BPS), are prohibited from sale or distribution in Washington State. POS Supply Solutions does not ship these products to Washington.

We are not responsible or liable for any product that is later transported, resold, redistributed, or otherwise moved into Washington after delivery to another state.

Our compatible Non-Phenol Thermal Paper Rolls are made without BPA, BPS, or other phenols, and provide compliant alternatives for your business needs.

Returns

What is your Return Policy?

90-Day Returns Made Easy

Our most common Stock Items are eligible for return within 90 days of your invoice date. Stock items are those shipped from one of our own warehouses (MA, CA, TN). To ensure a smooth refund process, please keep the following in mind:

• Original Condition: Items must be in their original packaging, unused, and in full cartons.
• Standard Restocking: Returns are subject to a restocking fee of up to 30% plus shipping.
• We Make It Easy: For your convenience, upon issuing a Return Authorization (RA), we will provide return labels, schedule a pickup, and simply deduct the cost from your total refund. Please note that labels expire if not shipped within 14 days.

Our 100% Quality Promise

If we made a mistake or if you receive a defective product, we’ve got you covered.

• Zero Cost to You: If there is a mis-shipment or a verified quality issue, POS Supply pays for 100% of the return shipping and replacement costs.
• Damaged in Transit: If your package arrives looking like it got into a "brawl" during transit, please ensure the carrier acknowledges the damages, and take photos. Photos of the damage are essential for us to file carrier claims and expedite any applicable refunds. Call or email us so we can expedite the right solution, right away.

Exceptions & Special Items

Some items have different return eligibility and timelines, based on manufacturer requirements:

• Shipped from Manufacturer: Most items shipped directly from our manufacturing partners are eligible for return within 30 days of purchase.
• Hardware & Printers: Eligible for return within 14 days of purchase (must be unopened).
• Custom Items / Special Order Items / Discontinued Items: These are often final sale, but we handle these on a case-by-case basis - so please inquire.

How to Start Your Return

To ensure your refund is processed quickly, all returns require an approved Return Authorization (RA) from our Customer Success team. Need to get started?

• Contact Us: Reach out to our Customer Success team at 888-431-5800 or via email to cs@possupply.com.
• Online Return Request: Registered customers may log in and submit a return request directly online from your account Purchase History page.
• Unique Circumstances? If your situation doesn't fit the boxes above, please call us. We’re Your Point-of-Sale Supply Experts, and our team is always here and ready to help.

What is a Stock Item?

A Stock Item is a product that is stocked and shipped directly from one of POS Supply Solutions’ warehouses in MA, TN, or CA.

Stock Items do not include custom items, special/made-to-order items, discontinued items, or products shipped directly from our manufacturing partners.

Please note that only Stock Items qualify for our 90-day return policy.

Taxes & Billing

What are the accepted forms of payment?

Payment is fast, simple and hassle-free. Choose from these convenient options:

• Available For All: Charge to your PayPal®, MasterCard®, Visa®, Discover® or American Express® card.
• ACH—Electronic check which is debited from your checking account.
• Wire Transfer - Pre-Approval Required.
• Net 30 Day Terms with an Approved Credit Application.

When do Sales Taxes apply?

Orders shipping to AL, AZ, AR, CA, CO, CT, FL, GA, IA, ID, IL, IN, KS, KY, LA, MA, MD, ME, MI, MN, MO, NC, NE, NJ, NM, NV, NY, OH, OK, PA, RI, SC, TN, TX, UT, VA, VT, WA, WI or WV are subject to sales tax unless your account has been setup as exempt or you submit proof of state tax exemption via email to cs@possupply.com. When you have added all items to your Shopping Cart, you may click on Estimate Tax & Shipping to calculate applicable rates.

Can you email or fax my Invoices to me?

Of course. POS Supply is always striving for new ways to minimize our environmental impact while maintaining superior customer service. One initiative we have taken is to encourage our customers to sign up for our E-billing option. Please contact us for more details.

Product Quality & Programs

What is your 100% Product Quality Guarantee?

POS Supply Solutions guarantees that our products are free from defects in workmanship or materials. Upon inspection, if a product is found to be materially defective, we will provide a quick no-hassle replacement or refund. Our first priority is your satisfaction, and we always treat every customer issue with respect and care.

Do you have an Auto-Ship Program?

We do have an Auto-Ship program! You choose the products and the frequency of delivery, and we will automatically ship your essentials to you at your specified intervals. You will save 5% on every order, and you may pause, edit or cancel whenever you’d like. Check out the Auto-Ship FAQs for more info so you can set it and forget it!