Gaylord Brothers: Your Trusted Source for Library Supplies, Library Furniture & Archival Solutions
Your Account Order Tracking Login Gaylord Shopping Cart View Cart (0) My Lists (0) Checkout
Send Email Call 1.800.962.9580 Search
Book Trucks
& Returns
Library Supplies
& Signage
Media Storage/
AV & Security
Children's Supplies
& Furniture
Furniture
& Seating
Community
Engagement
Archival Exhibit &
Display
Contact Us Customer Service Bid & Quote Quick Order Custom International Sign Up for Emails
Got questions? We've got answers! Your Gaylord Customer Service Representatives

Use our easy-to-browse FAQs or contact our friendly customer service team for assistance.

Browse our FAQs
This page contains answers to many frequently asked questions. Just click the tabs below to navigate to different topics. Click on the questions at the top of each tab to jump directly to the answer. If you can't find the information you need, our customer service team is here to help—right here at our headquarters—so you can trust in the fact that we have the knowledge, resources and dedication to give you the support you deserve.

Contact us today!
Phone: 1-800-962-9580Email: customerservice@gaylord.com
Hours: 8:00 am – 7:00 pm EST Monday – Thursday • 8:00 am – 6:00 pm EST Friday
Payment & Pricing

What are my payment options?
What is a priority/bid/contract code?
Where do I enter my priority/bid/contract code?
Do you charge sales tax? I am tax exempt.
How can I receive special offers from Gaylord?
How do I request a bid or quote?
How can I place an order quickly?



What are my payment options?
The preferred payment method for Web ordering is credit card. Billing terms are also accepted on preapproved accounts.


What is a priority/bid/contract code?
Priority codes are used to accurately and efficiently process your order, while giving you special deals, offers and pricing based on current promotions and sales. When entered in your shopping cart, priority codes will calculate savings, award shipping discounts and/or place free items in your cart, depending on the promotion.

Bid codes are used when you have requested a bid quote and you would like to place that order online once a price is agreed upon. Entering your bid code in the shopping cart ensures that you receive accurate pricing for your bid.

Contract codes are for customers who are part of a special pricing contract with Gaylord. Using your contract code while in your shopping cart will give you special pricing and discounts, depending on the details of your contract. Be sure to use your contract code with every order for great savings.



Where do I enter my priority/bid/contract code?
We currently allow you to enter codes at the order level (applies to your entire order) or at the line item level (applies only to a specific product). This allows you to use different codes for different items; however, you can only use one code per item.

To apply a priority, bid or contract code to your entire order, enter the code in the "Contract/Bid No./Priority Code" field located at the top of the shopping cart page (see arrow in screenshot below). The code will then automatically appear on the left-hand side of each line item. To remove the code, simply delete it from the top field where you originally entered it, click out of the field and the page will update itself.

Applying a priority, bid or contract code to your entire order.

To apply a priority, bid or contract code to a specific product, enter the code in the "Code" field next to the item(s) it applies to. The below screenshot shows an example of an order that has two line item priority codes.

Applying a priority, bid or contract code to a specific product.



Do you charge sales tax? I am tax exempt.
If your organization qualifies as being tax exempt, please fax or mail us a copy of your exemption certificate to:

Gaylord Bros., Inc.
Attn: Accounts Receivable
P.O. Box 4901
Syracuse, NY 13221-4901
Fax: 315-457-9655

If you do not have tax-exempt status, sales tax will apply to your order.



How can I receive special offers from Gaylord?
We have many ways to reward our customers with great deals and special discounts. Sign up for our emails to receive the latest product info, featured content and, of course, great discounts, free shipping offers and more.

We often provide special content and exclusive sales and offers, including product giveaways, for those who like our Facebook page. Click "Like" on our page here and be sure to check back regularly to see what special offer is waiting for you!

Our sales catalogs offer monthly discounts and solutions for select products that are important to you. You can join our mailing list by calling customer service, or you can request individual catalogs, free of charge, from our Request a Catalog page.



How do I request a bid or quote?
For special projects and large volume orders, our bid department can give you the best value. Simply fill out the bid form and you will be contacted shortly about your order.



How can I place an order quickly?
If you have the Gaylord part numbers of the products you need right in front of you, our Quick Order form allows you to quickly fill your cart and place your order. You can access it from the homepage, as well as find it at the top of every page in the header.

If you have ordered with us before and would like to place a repeat order, you can easily log in to your account, view your past orders and add them to your cart to quickly order the same products and quantities.


↑ back to top
Ordering, Viewing & Changing Orders

Do you have an order form I can use to place an order by mail?
How can I view/receive your catalogs?
What is your Free Layout and Design Service?
Where can I view your large selection of Wilsonart laminate colors?
What if a product is backordered?
How can I place an order if I do not live in the US?
How can I track my order?
Can I change my order after it’s placed?
Can I cancel my order?
Where can I view my order history?



Do you have an order form I can use to place an order by mail?
Yes, you may download and print our order form here.


How can I view/receive your catalogs?
With our new e-catalogs, you can immediately browse our Reference and Archival catalogs with the added convenience of shopping online directly from the catalog.

You can also request paper versions of these catalogs, as well as many other specialty and sale catalogs through our Request a Catalog page.



What is your Free Layout and Design Service?
Whether you need to tackle an entire library or just one specific area, our Free Layout and Design Service will help you design—or redesign—your space. When placing a large furniture order, we encourage you to enlist our help in planning your space. Our layout and design service is completely free of charge to both new and existing customers. To learn more about our layout and design service, click here, or read this Library Works article.

You may contact our Free Layout and Design Service at 1-866-784-7282, option #9.


Where can I view your large selection of Wilsonart laminate colors?
Our huge range of Wilsonart laminates can be viewed here or on most applicable product pages.


What if a product is backordered?
If a product is backordered, we will generally let you know when you add the item to your cart. An approximate ship date will be listed next to the individual item. Often this date is based on the time it takes to manufacture the product, and in many cases the product will ship sooner than is specified. However, we cannot guarantee that and therefore list the typical amount of time it takes to ship the item under normal circumstances.

You can contact customer service at customerservice@gaylord.com or 1-800-962-9580 to inquire about the status of an item, or track your order through our website here (Please note: You must be logged in to access the order history/tracking page).



How can I place an order if I do not live in the US?
In Canada, we have several dealers you can easily order our products through. To find a dealer near you, please contact customer service at 1-800-841-5854.

For our Federal Government customers outside of the contiguous United States (OCONUS), we have a Federal Government representative that can be reached by calling (001) 315-457-5070 ext. 8832. For more information, visit our Federal Government Contracts page.

For our other international customers (including US territories), we have a dedicated international department ready to assist you with placing an order by phone at (001) 315-457-5070 ext. 8243 or by email at international@gaylord.com. You can also visit our international page for more information.

Para asistencia en Español por favor contáctese al teléfono (001) 315 634 8667 o envíe un correo electrónico a international@gaylord.com.



How can I track my order?
You may track your order online through our order tracking page or by contacting customer service at customerservice@gaylord.com or 1-800-962-9580.


Can I change my order after it’s placed?
If you contact us quickly at 1-800-962-9580, we may be able to change your order.


Can I cancel my order?
If you contact us quickly at 1-800-962-9580, it is possible that we may be able to cancel your order. If your order has already shipped, we will not be able to cancel your order, but we can assist you with processing your return.


Where can I view my order history?
You can view your order history by logging in to your account and clicking “Your Account.” Under “Manage Your Account” you will find a link to “View History and Order Tracking.”


↑ back to top
My Account

What are the benefits of registering your account at Gaylord.com?
How do I register my account with Gaylord.com?
How do I manage my account with Gaylord.com?
What is my account number?
What if I forgot my password?
How can I change my email address?
How do I use My Lists?



What are the benefits of registering your account at Gaylord.com?
Creating an account gives you access to many great features on our site:

  • Store shipping and billing addresses so you don't need to re-enter everything the next time you shop
  • Review your order status and track your order online
  • View your order history and quickly re-order—great for recurring supply orders
  • Create and save My Lists for future purchases


How do I register my account with Gaylord.com?
Click "Your Account" at the top of any page, then click the Register button to start our Registration Wizard. Three quick and easy steps later, your account is registered.


How do I manage my account with Gaylord.com?
Click the "Login" link at the top of any page to sign in, then click the “Your Account” link, also at the top of any page. The "Your Account" page gives you access to the following features:

  • Change your password
  • Change your account info, including your mailing and email addresses
  • Set up additional billing and shipping addresses
  • View your account history and track placed orders


What is my account number?
Your account number can be found in the light yellow box on the back of your catalog or flyer, or in the upper right-hand corner on your bid/quote or contract price list. If you do not have a catalog or have not ordered from us before, select "I do not have a Gaylord account number" when registering your account.


What if I forgot my password?
If you are trying to log in to your account and cannot remember your password, simply click the button for “Password Help” or click here, and we will send you an email with your password.


How can I change my email address?
Simply log in to your account, click on “Your Account” and under “Manage My Account” select “View or Change Account Information.” There you can update your email address. You will then use this new email address to log in to your account going forward.


How do I use My Lists?
The My Lists feature allows you to save time by creating shopping lists to assist with purchase approval, reordering everyday supplies and new hire supplies, managing orders for multiple departments and more! You can easily add lists to your cart to complete your purchase.

To create a list, simply add products you desire to your cart and, when finished, click the “Save Cart” button. You will then be asked to enter a description for your list. Once you have done so, you will be taken to the My Lists page, where you can view all of the lists you have saved. You can add one or multiple lists to your shopping cart to purchase items in the list. You also have the ability to delete lists.

You can access your lists at any time by logging in to your account and clicking My Lists at the top of every page.



↑ back to top
Shipping, Delivery & Installation

What shipping methods are available?
Do you have additional shipping services available?
How do I track my shipment?
Do you offer professional assembly and installation services?



What shipping methods are available?
Unless otherwise specified, all shipments are billed FOB origin and sent via FedEx, USPS or common carrier depending on weight, size and quantity of your order.

Items too heavy or too large to ship by small carrier will be shipped LTL common carrier. Charges will be calculated based on the weight, quantity and overall dimensions of your order.

Our shipping and processing charges include the cost of processing your order, handling and packaging the products and delivery.

Before signing your delivery receipt, check for external damage and make sure you have all the cartons listed. Note any damage or shortage on your delivery receipt. If you find damage after delivery, contact customer service and we will assist you in filing a claim and obtaining a replacement. You must retain the damaged cartons and inner packing materials for expedited replacement and/or credit. Failure to do so may result in loss of claim.



Do you have additional shipping services available?
Yes, the following services are available for an additional charge. Please contact customer service at customerservice@gaylord.com or 1-800-962-9580 for more information on any of these services.

  1. Inside Delivery: Inside delivery means the freight carrier, when conditions permit, will bring your order just inside the door to the first floor location. Additional inside delivery charges will be incurred for delivery requests that are made for areas beyond the inside of the first floor door. Deliveries beyond the first floor will only be made if an elevator is available for use. The additional costs will be determined based upon the items being delivered and the final location.
  2. Power Tailgate Delivery: Used when orders are heavy and location does not have a loading dock. A power tailgate allows items to be lowered off a truck for delivery.
  3. Extra Man: Provides additional assistance to the driver on heavy and/or large quantity orders.


How do I track my shipment?
With most orders, you will be sent an email with shipment tracking information once your order has been shipped (Please note: This email is separate from your order confirmation email). You may then use this tracking information on the shipping service's website to track the location and status of your package. If you do not receive an email with shipment tracking information, please contact customer service at customerservice@gaylord.com or 1-800-962-9580, and we may be able to assist you in tracking your package.


Do you offer professional assembly and installation services?
Yes, at an additional charge. If you are interested in assembly or installation services, we strongly recommend that you tell your sales representative when you request a quote. If you need assembly or installation services for a product you have already purchased, please contact customer service at customerservice@gaylord.com or 1-800-962-9580 for assistance.


↑ back to top
Returns & Refunds

What is your 100% Satisfaction Guarantee?
How can I return a purchase?
Can I exchange a purchase?



What is your 100% Satisfaction Guarantee?
Your satisfaction with our products and service is our top priority. If you're not completely satisfied with your order, call our customer service department at 1.800.962.9580 or email us at customerservice@gaylord.com within 6 months of the invoice date and we'll work with you to find the best solution.

Custom products, special orders and international orders are not eligible for return unless received defective or damaged. Any item with a choice of color, finish, personalization or other customer-selected feature is considered made to order and is not returnable.

Stocked products eligible for return must be in their original packaging and in resalable condition unless received defective or damaged. Returns may be subject to restocking fees and return freight charges.

If you're not 100% satisfied with our products or service we'll make it right. That's our Gaylord promise to you.



How can I return a purchase?
All returns must be accompanied with a Return Authorization (RA) number. This will ensure quick and accurate processing of your return. For your convenience, we provide three easy ways for you to obtain your RA#:

  1. Complete our online return form and we will then call you with your RA#.
  2. Call customer service at 1-800-962-9580 and request an RA#.
  3. Complete the Return Authorization form on the back of your packing slip and fax it to 1-800-272-3412.

When you have your RA#, simply enter it in the appropriate space on the Return Form printed on the back of the packing slip and enclose the form with your product return.



Can I exchange a purchase?
At this time we do not allow exchanges. We recommend you return your existing item and place a new order for the item you would like to exchange it for. If you need assistance, please contact customer service at customerservice@gaylord.com or 1-800-962-9580.


↑ back to top
Product Support

Gaylord® Warranty Information
Product Repairs
Replacement Parts



Gaylord® Warranty Information
Gaylord Bros. warrants to the purchaser that Gaylord® brand furniture is free of defects in materials and workmanship under normal use and service for a period of five (5) years from the date of shipment, and that Gaylord® manufactured supply products are free of defects in materials and workmanship under normal use and service for a period of one (1) year from the date of shipment. Under this Warranty, Gaylord Bros.' obligation is limited to repairing or replacing, at its option, articles that are returned within the warranty period and that, after examination, are shown to Gaylord Bros.' satisfaction to be defective. This Warranty does not apply to any loss or claim due to its theft, abuse, modification, improper care, neglect or the normal wear and tear of the covered products.

Products manufactured by third parties are limited to the terms of the manufacturer's warranty.

Gaylord Bros. makes no other warranties, express or implied, including any implied warranties of merchantability or fitness for any particular purpose. Gaylord Bros. shall not be liable for direct, indirect, incidental, consequential or special damages of any kind resulting from any use or failure of the products for any reason.



Product Repairs
In the event that a product arrives damaged or is broken through use, please contact customer service at customerservice@gaylord.com or 1-800-962-9580, and we will assist you in obtaining a replacement or a repair.


Replacement Parts
If you require a replacement part for one of our products, please contact customer service at customerservice@gaylord.com or 1-800-962-9580, and we will help you find a replacement part on our site or through the manufacturer.



↑ back to top
Legal & Privacy Policies

What is your security and privacy policy?



What is your security and privacy policy?
Gaylord Bros. uses modern security technology and works hard to provide the safest ordering process possible. Gaylord Bros. uses a digital ID issued by VeriSign to encrypt sensitive information in a manner that can be decrypted only by Gaylord Bros. This combined with your use of a current, properly configured and secure browser encrypts the information that you enter during the checkout process before it is sent across the Internet. The indication that the encryption process is in place is normally a graphic of a closed lock in the lower left- or right-hand portion of the browser window. Once the information is received through the Internet, the data is handled in the same manner as orders received via the phone, fax or mail.

View our full Privacy Policy.



↑ back to top
Resources
About Us
Request a Catalog
Contact Us
Privacy Policy
Need Help?
Powered by  eBound McAfee Secure sites help keep you safe from identity theft, credit card fraud, spyware, spam, viruses and online scams