FREQUENTLY ASKED QUESTIONS
COMMONLY ASKED QUESTIONS
How do I register for a new online account?
To register for a new online account, visit the login page and enter the email address you wish to register with and select “No, I am a new customer” and click on “continue”.
What is your return policy?
No returns will be accepted without written or verbal approval from Food Safety Solutions. Only unopened items may be returned and no partials. A 25% restocking fee will be charged for items returned to Ecolab Food Safety Solutions. Disposable Face Masks and Forehead Thermometers cannot be returned.
Do you offer same day shipping?
For same day shipping:
- Standard ground orders ship within 24 hours.
- Expedited orders – orders must be placed by 2 pm CST (Monday – Friday)
Standard ground orders ship within 24 hours and delivery is contingent on your geographic proximity to Fort Worth, TX. For rush orders, please select Two Day Air Delivery or Next Day Air Delivery. While most orders ship on the day that order is placed, orders placed late in the day or on holidays or weekends can be delayed.
MANAGE ACCOUNT INFORMATION
How do I change my user information?
In order to change user information, you must first be logged into your registered account. Go to My Account > Personal Information. Update the “First/Last Name” fields to your preference. This will also update your login greeting. You may also edit your current password. Click on “Save Changes” to update your new user information.
How do I update my email preferences?
To update your email preferences, you must first be logged into your registered account. Go to My Account > Personal Information. Select what emails you would like to receive. Click on "Save Changes" to update your new email preferences.
What is Mange Locations?
If you own or manage multiple locations this feature allows you to order for each location with one login. Each location you manage will have its own order history to simplify management of the account.
Can I add more than one location to my account?
Yes. Once you are logged in and go to My Account > Manage Locations. On this page select “Add New Location” continue to fill out the necessary fields to add the new location. For more details adding a new location, download this document.
I need to order for another location, how can this be done?
After you have logged in, click on “Change Location”. From this page you can select location from the dropdown. Once you have changed your location, you can view order history, invoices, shipping & billing and favorites list for that particular account. If it is a new account you need to order for, select “Manage Locations” You must be able to provide account information to attach to additional locations. For more details adding a new location, download this document.
How can I update my account to have invoice sent to a different address then my shipping address?
To make changes to your shipping or invoice addresses, please contact customer service at 1-800-321-3687.
How do I manage my shipping and billing addresses?
Once logged in, go to My Account > Address Book. This displays the current shipping and billing address for any orders entered for the current location you are viewing.
Can I create a list for items I purchase most frequently?
Yes, once you are logged in, go to My Account > Favorites. From this page you can view, create and delete lists. If you want to update a saved list, click on “View Favorites Details” and you can add additional products to the list. Make sure to click on “Save” to confirm update. From this page you can add your list(s) to your shopping cart.
I forgot my password; how do I reset it?
If you are trying to log in, but you have forgotten your password, click the “Forgot Your Password?” link. The prompt will then ask for the email address that you registered with us. Once you received the email, select “click here” to reset your password or to contact customer service.
How do I look up what I ordered previously?
View your order history by going to My Account > Order History. The screen will show all previous orders from two years ago to now. You can click the “Re-Order” button to order all of the items in that order.
NEW ACCOUNT ASSISTANCE
How do I register for a new online account?
To register for a new online account, visit the login page and enter the email address you wish to register with and select “No, I am a new customer” and click on “continue” For more details, download this document.
Why am I being asked for my account number?
Creating a login for your existing Ecolab account provides you access to order history and other business information that we want to assist you with keeping confidential. FOR THE SECURITY OF YOUR BUSINESS, WE REQUIRE THAT YOU VERIFY YOUR AFFILIATION WITH THIS BUSINESS by providing information about any previous transaction you have conducted with Ecolab Food Safety Solutions.
What documents do I need for proof of identity?
A number of documents can be used to assist with proof of identity: order confirmation, invoice, receipt, packing list or your customer number. If you do not have one of these, please contact customer service for assistance to create your login for your account at 1-800-321-3687.
Can I cancel my order?
No. Once you submit your order on the “Shipping & Billing” page, all sales are final.
How can I track my order?
Once your order has been shipped, go to My Account > Order History and select “tracking number”.