Call Us Toll Free 1-800-236-0553 Mon-Fri     9am-5pm CT
Shopping Cart: $0.00

You have no items in your shopping cart.

Upcoming Holiday Closing

Our Warehouses and Offices will be closed on these days for a holiday:

- Monday, May 29

- Wednesday May 31st, Thursday June 1st

We apologize for the inconvenience and appreciate your patronage.

Frequently Asked Questions

On this page, we provide answers to the most common questions we receive. If your question doesn't appear below, please feel free to contact us for additional information. We provide these answers as a convenience. For complete information, please check our Company Policies and Terms and Conditions. If there's a conflict between what's in these FAQs and the Company Policies and the Terms and Conditions, then the Company Policies and the Terms and Conditions will be followed.

GENERAL QUESTIONS:
  1. Q - What is the best way to contact Marvolus?
    A - You're always welcome to call our Customer Service department at 1-800-236-0553 anytime Monday through Friday, 9am to 5pm (CT). A customer service representative will be happy to answer any questions you may have regarding our company, availability of products, or any other concerns that you may have. Another option is to use our Live Chat feature while you are on Marvolus.com. You may contact us via email or send a fax to 1-888-840-4311.

  2. Q - Do you have a printed catalog?
    A - For over 40 years we had many print catalogs. However, as the Internet grew, the demand for catalogs decreased. After Marvolus.com became our primary sales medium, we decided it was better to discontinue the costly catalogs and pass on the savings to our customers. That's one of the ways we are able to offer great dis play products at very competitive prices.

  3. Q - Do you have a showroom where I can see the merchandise?
    A - Our warehouse doesn't have a showroom.

  4. Q - What is the Live Chat feature?
    A - This is a live support tool that gives you the ability to instant message one of our customer service representatives. Through Live Chat, you can ask anything, like questions concerning products or shipping. To activate Live Chat, just click the "Chat with us" icon and type in your question. A Live Chat customer service representative is usually available from Monday through Friday, 9am to 5pm (CT).
PLACING AN ORDER:
  1. Q - Is there a minimum order amount requirement?
    A - With the exception of custom orders, we do not have a minimum order.

  2. Q - Is the merchandise on the website in stock?
    A - Most likely it is in stock and available for quick shipping, either from our own Chicago warehouse, or one of our manufacturing partners' shipping facilities. However, occasional manufacturing delays or quantity requirements on production may limit inventory on hand. If this should occur, the backordered item will be shipped as soon as it becomes available, and we will invoice you separate shipping charges with each shipment. We reserve the right to ship partial orders without notice. If the backorder is large or affects the nature of the order, we will contact you.

  3. Q - How do I know if my order went through?
    A - As long as you provide a valid email address with your order, you should receive an email confirmation once your order is successfully processed. If you don't receive one within 30 minutes, please contact us.

  4. Q - When will my order be fulfilled?
    A - We aim to ship orders from in-stock inventory within 2 business days following the business day your order was received. For larger truck orders, please allow for a longer lead time of up to 5 to 10 days. Feel free to call us at 1-800-236-0553 to obtain an exact ship date for your order.

  5. Q - What should I do if I have difficulty placing my order online?
    A - For assistance, please call 1-800-236-0553 or use the website's Live Chat feature.

  6. Q - Can I fax or mail in my order?
    A - Absolutely! To fax in your order, dial 1-888-840-4311.

    Here is our mailing address:
    Marvolus Manufacturing Co.
    220 North Washtenaw Avenue
    Chicago, Illinois, 60612-2014 | USA

    IMPORTANT NOTE: This is not the address for merchandise returns.


  7. Q - Can I apply for a business account with net 30 payment terms?
    A - Yes, to establish credit, your opening order must exceed $500, and you must fill out a Credit Application for our review and evaluation. We will require the names of 5 suppliers in order to conduct a credit survey. Allow 5 additional business days for processing your credit survey.

  8. Q - How do I place an order after I am approved for net 30 credit terms?
    A - After you have been approved for net 30 payment terms, we will create a Marvolus.com account for you. You will then receive a welcome email with a temporary password. To place an order, you must be logged into your account. During the checkout process select "Net 30 Account" under Payment Information. If you have special shipping instructions or want to include a purchase order number, please enter that information in the Order Comment field at the end of the checkout process. If you'd prefer to email an actual copy of your purchase order, please send it to orders@marvolus.com. You may also fax it to 1-888-840-4311.

  9. Q - Do you accept purchase orders?
    A - Yes, if you have net 30 credit terms with Marvolus, you may log into your account, place an order, and include your purchase order number in the Order Comment field at the end of the checkout process. If you'd prefer to email an actual copy of your purchase order, please send it to orders@marvolus.com. You may also fax it to 1-888-840-4311.

  10. Q - Does Marvolus charge sales tax?
    A - Our policy is to charge all applicable taxes for online orders, when a state's tax authority has mandated the tax collection. This is our policy even if your company is tax exempt. Only phone orders, fax orders and email orders are eligible for tax-exempt purchases after your tax-exempt status has been verified. Once an order has shipped, we cannot refund taxes that you may have paid on orders placed online. Please note that we are headquartered in the state of Illinois.

  11. Q - How do I place an international order?
    A - Our website is not able to process international orders that ship outside the United States or Canada. You may place a phone order to ship internationally by dialing Customer Service at 1-800-236-0553, or you can email your order to orders@marvolus.com, or fax it to 1-888-840-4311.
PAYMENT OPTIONS:
  1. Q - How can I pay for my order?
    A - We invite you to use your Visa, MasterCard, American Express or Discover credit card. We also accept PayPal payments during checkout.

  2. Q - What are my options if I'm not comfortable paying with a credit card?
    A - If you have a PayPal account, we gladly accept PayPal payments during checkout. Another option is to place a phone order by calling 1-800-236-0553. We will be happy to provide you with an invoice total, so you can prepay by mailing a company check.

  3. Q - Can I pay with a check over the phone?
    A - No, we cannot process checks via the telephone.

  4. Q - Can I open a business account and pay with net 30 credit terms?
    A - Yes, to establish credit, your opening order must exceed $500, and you must fill out a Credit Application for our review and evaluation. We will require the names of 5 suppliers in order to conduct a credit survey. Allow 5 additional business days for processing your credit survey. If you are approved for net 30 payment terms, we will create a Marvolus.com account for you. You will then receive a welcome email with a temporary password. To place an order you must be logged into your account. During the checkout process select "Net 30 Account" under Payment Information. If you have special shipping instructions or want to include a purchase order number, please enter that information in the Order Comment field at the end of the checkout process. If you'd prefer to email an actual copy of your purchase order, please send it to orders@marvolus.com. You may also fax it to 1-888-840-4311.
SHOPPING & CHECKING OUT:
  1. Q - How do I complete my purchase?
    A - Click on the "Shopping Cart" link at the top of any page. Then click on "Checkout" or "Checkout with PayPal". Now log into your existing account or register a new account. You may also check out as a guest, which allows you to make a purchase without a password. Since the information will not be stored in our computer, subsequent orders will require you to retype your billing and shipping addresses. Follow the rest of the checkout sections to enter your billing and shipping information, as well as payment information. The last section is "Order Review". Click on "Order" to complete the online order process.

  2. Q - Why didn't I receive my promotional offer?
    A - If you are experiencing problems, email us via the contact us form, or call the Customer Service Department at 1-800-236-0553.

  3. Q - Why wasn't my credit card accepted?
    A - The most common reason is that some information wasn't entered exactly as it appears on your credit card. Please verify that the credit card number and expiration date are correct (has the credit card expired?). Please make sure that the name and address entered in the Billing Information section of the checkout is an exact match to what is on file with your credit card company.

  4. Q - How do I change my order after I already checked out?
    A - If you have already entered your payment information and submitted your order, you can request a change by emailing us via our contact us page, or by calling Customer Service at 1-800-236-0553. Please note that our ability to process a change request is solely based on the order status. So, to avoid additional processing fees, any change request must be made within 2 hours of submitting the web order. After 2 hours, subtractions or reductions are subject to a processing fee of up to 10% or $5.00 (whichever is higher), which will be deducted from any credit card refund that might be due. Once an order is in the fulfillment phase, items can't be added or removed.
SHIPPING & DELIVERY:
  1. Q - How long will it take for me to receive what I ordered?
    A - Order shipment times vary, depending on the product's inventory status and the shipping carrier's time in transit. We aim to ship orders from in-stock inventory within 2 business days following the business day your order was received. For larger truck orders, please allow for a longer lead time of up to 5 to 10 days. This is our processing time, and does not include the carrier's own shipping time. You may have different carrier-shipping options available to you during the checkout process. If you have any questions about the status of your order or delivery times, feel free to contact us.

  2. Q - What are my shipping options?
    A - During checkout, the following options may be available to you for United States shipping destinations: UPS Next Day Air, 2nd Day Air, and regular UPS Ground service. For Canadian destinations, UPS Standard or Expedited service is offered. We are not able to ship via the United States Postal Service. For orders that exceed UPS size and weight limitations, we ship common carrier. If you'd prefer to use your own account with a trucking company, please specify your choice in the "Order Comment" section during checkout or contact us by phone or email. Otherwise, we will choose a reputable carrier for you. Please note that not all products have the same shipping options. You are welcome to contact us for more details on a specific product.

  3. Q - Do you ship internationally?
    A - Yes, but not from online orders. For shipments outside of the United States or Canada, please call us at 1-800-236-0553 to place an order or get a freight quote. You may also email us via our Contact Form.

  4. Q - Do you ship to Canada?
    A - Yes. Our shopping cart system can automatically calculate shipping rates for UPS Standard and Expedited services to Canada. Shipping charges do not include goods and services tax, sales tax or customs brokers' fees. All dollar amounts are in USD not CAD.

  5. Q - I don't have a loading dock to receive truck freight shipments. What are my options?
    A - Please contact us so we can give you the delivery options and related costs.

  6. Q - I don't want to pay for shipping since I live near the Chicago warehouse. Can I pick up my order?
    A - If the item you need is in stock at our Chicago warehouse, you are welcome to pick it up. However, not everything we sell is shipped from this location. Please call first to verify the item is in stock at the Chicago warehouse.
TRACKING/CHECKING ORDER STATUS:
  1. Q - How do I track my order?
    A - If you have an account, you can login and then click "My Orders" on the left to find orders and check the status. If the order has shipped, then you should be able to track it. If you are having difficulty determining your order's status, please submit a request via email using the online Contact Form. Otherwise, you can contact our Customer Service department at 1-800-236-0553. Important Note: To aid in faster processing and delivery, UPS may not location-scan all packages in a shipment. Often, packages are bulk-processed and may only be scanned after they arrive at a regional UPS hub, or at the time of delivery. Therefore, tracking information may not be available for all packages prior to the estimated delivery date.
RETURNS & ORDER CLAIMS:
  1. Q - How do I contact Marvolus about the order I received?
    A - Please use our Contact Form to submit your question or comment. You are also welcome to call us at 1-800-236-0553 to speak to a Customer Service Representative.

  2. Q - What is your cancellation policy?
    A - Any cancellations or changes to your web order may require additional credit card processing fees, depending on how much of the order has been processed. Cancellations, subtractions or reductions from an online order may result in a processing fee of up to 10% or $5.00 (whichever is higher), which will be deducted from any credit card refund that might be due. You can avoid these fees by calling in or emailing us your cancellation request within 2 hours of placing your order.

  3. Q - How do I return merchandise that I received?
    A - Marvolus's goal is your complete satisfaction with your purchase. If you are dissatisfied with your order for any reason, you can return your items for a refund as long as the item is unused, undamaged, in the original cartons, and returned within 15 days of delivery. Please note that unauthorized returns will not be accepted. We will charge a 15% restocking fee on all returns of merchandise, unless the returned items have been determined to be defective. If you have received items that you are not satisfied with, please call Customer Service at 1-800-236-0553 to obtain a return authorization number (RA#) and the return shipping address. Please provide the reason for the return along with your order date. Returns must be shipped pre-paid and insured, with the RA# appearing on all cartons. Returns without an RA# number will not be accepted. Please note that the following items cannot be returned or refunded: special-order production runs, custom displays and customized products (including orders with custom text, imprinting or graphics).

  4. Q - Can I exchange an item?
    A - We do not currently offer exchanges at Marvolus.com. If you would like a different item than what was ordered, simply place a new order and return the items from your first order, following the guidelines of our return policy.

  5. Q - What should I do if my order has damaged or missing merchandise?
    A - We are truly sorry for any inconvenience that results from damaged or missing merchandise. Please use the following procedures:

    Missing Merchandise: Please let us know immediately if you discover that merchandise is missing. Contact Customer Service at 1-800-236-0553 or email us using our Contact Form.
    Defective Merchandise: All products offered by Marvolus are sold "as is" without any warranty of any kind unless otherwise stated in the product's description. Realizing that we are only human, it is understandable that mistakes do on occasion occur. Therefore, if your merchandise has arrived defective, please contact us within 2 business days of receipt to request a replacement.
    Damaged Merchandise in UPS Shipment: Should damage occur in transit, notify us immediately, so we can issue a claim with UPS. Do not return merchandise unless we instruct you to do so. Save all packaging materials because UPS may require them for inspection.
    Damaged Merchandise in Truck Shipment: Do not refuse or return damaged goods to us. Instead, note damage on both the driver's copy and your copy of all delivery documents. Have the driver sign both copies. You can now file a claim with the carrier. If concealed da mage is found, keep the carton and call the carrier to request an inspection along with an inspection report. We examine all cartons before shipping. The carrier is responsible for their safe arrival.

  6. Q - When will I receive my refund?
    A - Marvolus processes most refunds within 20 business days of receiving the returned merchandise at our warehouse. You will receive an email confirmation or mailed credit notification once your return is processed. Please note: The credit or debit card company that issued the credit determines the date the refund will post to your account. Once we initiate the credit for your return, it may take up to 2 billing cycles for the credit transaction to appear on your billing statement. For exact posting dates, please contact your credit or debit card company directly.

SECURITY/PRIVACY:
  1. Q - Do you share my information?
    A - Your privacy is vital in any transaction that takes place at Marvolus, and we have implemented many precautions to protect your information, both online and offline. We will not sell, rent or give your personal information to third parties for any amount of money other than the following instances. If your order contains merchandise that is only stocked at one of our trusted manufacturing partners' warehouses, we will share your contact and shipping information with our partner. This will allow them to drop ship the merchandise to you, and to ensure that you're kept up-to-date regarding the delivery of your order. We may contact you directly from time to time by phone, email or regular mail regarding your order, Marvolus's information, details of special sales and other offers, or to simply keep in touch with you. In any legal action or dispute resolution, we will be permitted to use all available information. Please note that we use MailChimp to send our email marketing campaigns. If you have additional questions about our privacy policy, please contact us.

  2. Q - How secure is Marvolus's website?
    A - Shopping with Marvolus.com is 100% secure - guaranteed! We understand that you want to know how we use and share information about you, and we know the importance of protecting your credit card information. Our website is equipped with Secure Socket Layer (SSL) software. This means that any personal data you send us (like name, address, credit card information, etc.) will be encrypted when it gets transmitted. Additionally, the data can only be read by our Customer Service Department.

  3. Q - How do I opt-out of receiving email promotions from Marvolus?
    A - There is a link at the bottom of the email promotions that allows you to unsubscribe.
TECHNICAL ISSUES:
  1. Q - Why am I not able to log into my account?
    A - If you can't log in, the reason is probably because your login information doesn't match what's on file with Marvolus. Please note that any variances in capitalization, punctuation, spacing or spelling will prevent you from accessing your account. If you need to, you can reset your password.

  2. Q - Why is my shopping cart empty?
    A - Usually, the reason is because cookies are not enabled in your web browser. You can easily fix this by entering your browser's settings and allowing cookies. Please refer to your browser's help section for further assistance. Our ecommerce software uses cookies to keep track of the items you placed in your shopping cart. When you're ready to check out, all the items you've saved will be available for processing. If you have any questions, please call Customer Service at 1-800-236-0553.

  3. Q - Why am I receiving a technical error message?
    A - Often, a technical error occurs when your browser's temporary files contain outdated or corrupted information. To correct the problem, we recommend that you delete your browser's temporary files and clear your browser's cache. Please refer to your browser's help section for further assistance. Please note that clearing your browser's temporary files and cache might delete the cookie file that saves items in your shopping cart. You simply would need to re-add them before you check out.

ADDITIONAL QUESTIONS? WE’RE HAPPY TO HELP

If you have any remaining questions, please don't hesitate to call us toll-free at 1-800-236-0553, Monday through Friday, 9am - 5pm (CT). To send an email, please use our contact form.