Frequently Asked Questions (FAQs)

When visiting the US Supply Virtual Counter, we do everything we can to make your website experience quick and simple. We understand there may be questions so we have collected and summarized answers to the frequently asked questions.

Account Questions

I need help with US Supply Virtual Counter. Who can I contact?

Our expert US Supply Virtual Counter Associates are dedicated to provide you with the best level of service. If you have questions, we are ready to assist you. Please call us toll-free at 1-888-878-2050 or email virtualcounter@USSupply.com and a knowledgeable support representative will be able to assist you. Our hours of operation are Monday through Friday, 7:30AM - 4:30PM EST. After hours, we will get back to you the next business day.

How do I sign into US Supply Virtual Counter?

To sign into US Supply Virtual Counter, you must either register or link your existing account to a US Supply Virtual Counter account. Select and click the Login button on the top right. If you haven’t registered even if you have an existing account number, you must still register by clicking the Register button. Follow the Create an Account steps. Once you complete registration and click Register, your information will be verified and a confirmation email will be sent to you.

How long does it take to activate my account?

Once the registration process is complete, you will receive an email stating your account has been activated, or requesting additional information. Please allow a minimum of 24 hours to process the account activation request.

What if I did not receive an account confirmation email?

If you have not received a confirmation email within 24 hours, please check your spam mail box. If needed, please contact our US Supply Virtual Counter Associates at virtualcounter@ussupply.com or toll free 888-878-2050.

What if I am an existing US Supply customer?

If you have an existing account number, you must still register by clicking the Register button. Follow the Create an Account steps. Once you complete registration and click Register, your information will be verified and a confirmation email will be sent to you. Please allow 24 hours to receive this email.

I forgot my password. How can I log into my account?

If you forgot your password, simply click the Forgot Your Password link on the Login menu page. Then enter the email address under which your US Supply Virtual Counter account is registered. You will receive an email that will prompt you to reset your password so you can quickly access your account.

I forgot my email. How can I log into my account?

If you forgot your email, you will need to contact US Supply Virtual Counter web support at webmaster@ussupply.com to retrieve your original email.

I have a new email address. How can I log into my account?

To access your US Supply Virtual Counter account, please log in using your old email address first. You can then update your email address by clicking Account Information under My Account. From there you can change and save your email address so that the next time you log in, you can use your new email address.

What are the requirements for creating my password?

In order to ensure the security of your account, there are requirements for creating your US Supply Virtual Counter password. All passwords are case sensitive, so please note whether your Caps Lock key is on or off. Please choose a password that:

  • • Contains at least six characters
  • • Contains at least one letter, either upper or lower-case
  • • Contains at least one symbol or number

We also recommend to avoid using blank spaces, your email address or your name to keep your account information as safe as possible.

How do I add authorized users and buyers to my account?

First, you must be logged in as the primary account holder. Simply login to your account and click Customer Admin under the My Account. From there, click Add Buyer and fill out the required information.

Can I store my login information?

On US Supply Virtual Counter, your login information is not saved. Browsers may ask you to save your information once logging in and it is up to you if you would like your browser to save your login information. If you forgot your email, you will need to contact US Supply Virtual Counter web support at webmaster@ussupply.com.

What is a cookie?

A cookie is a small text file containing bits of information stored by your web browser on your computer. They are designed to hold a modest amount of data specific to a particular client and website, and can be accessed either by the web server or the client computer. Cookies are convenient for repeat visits to your commonly used websites. For example, a cookie allows US Supply Virtual Counter to know if you’re a registered customer, remember your username and retain your website preferences to help you save time each visit.

Does US Supply Virtual Counter look the same on different web browsers?

Because web browsers are constantly being updated, US Supply Virtual Counter is designed to work best on the most popular web browsers and therefore may appear different depending on your web browser. US Supply Virtual Counter is designed to support:

  • • Internet Explorer
  • • Safari
  • • Mozilla’s Firefox
  • • Google Chrome
  • • Mobile Smartphone Devices

Please note that US Supply Virtual Counter may still work on other web browsers, but some features may not appear the same as in the web browsers listed above.

Can I pay with my credit card on US Supply Virtual Counter?

Yes. You can purchase products using Visa, Discover, MasterCard and American Express.

Does US Supply Virtual Counter offer financing or credit?

Yes, US Supply Virtual Counter offers credit lines for qualified applicants. Our US Supply credit services team will work with you to evaluate your lines of credit and/or terms. You can obtain the credit application on the registration page or email our credit team for any questions at ecommerce@ussupply.com.

Does US Supply Virtual Counter charge tax on orders placed at US Supply Virtual Counter?

US Supply Virtual Counter must collect sales tax in the states of NJ and PA unless you have submitted a tax exemption form. You can obtain the tax exemption forms on the US Supply Virtual Counter registration page. This form once completed can be email to our credit team, at ecommerce@ussupply.com.

If I have registered for an account, am I able to still checkout as a Guest?

No, once an account has been created, you will not be able to checkout as a Guest. Your email address has already been registered to an account. You will have to sign into your account to begin checkout.

Ordering Information

How do I find and search for products on US Supply Virtual Counter?

Finding products is simple on the US Supply Virtual Counter. You’re able to use the search bar at the top of the page, where you simply enter an item name, part number or description. You’ll receive an immediate generated results page to help narrow down the search. You also have the option to navigate our product categories.

Can I purchase items not listed on your site?

Yes, if you can’t find what you want, please contact us by clicking the Request For Quote or the RFQ at the top of the page and fill out the requested information. We will work diligently to find the product that you need at the best price. You may also contact us at virtualcounter@ussupply.com or call us at 888-878-2050 for availability and pricing. We will contact you within 24 hours after receipt of Request For Quote.

How do I change my pick up location?

During check out, you’ll have the chance to select your preferred pickup location or the option to change the pickup location.

What if an item is not available at my preferred pickup location?

If an item is not in stock at your preferred pickup location, you do have the ability to pick up at a different location if available. If you have any questions for pickups, please contact us.

How do I change from pickup to delivery?

During checkout, you will be asked if the order is for pickup or delivery. If it is for a delivery, you will be asked for the delivery address. All delivery orders must be over $100.

How can I change the delivery address?

During check out, you’ll be prompted to set your order for either pickup or delivery. If delivery is selected, you’ll be asked for the delivery address.

How do I check my order status?

When logged into your account, you have the ability to view orders to check the order status by clicking My Orders under My Account. You will also receive notification emails regarding any order status along the way.

How do I view my order history?

When logged into your account, you can view your order history by clicking My Orders under My Account. You will be able to see your online orders, and can directly re-order from this information. Any in-store orders will be available as a PDF file.

How can I print an invoice/receipt for my order?

To print an invoice or receipt, you can sign in and click on My Orders and select the desired order and click print. For your convenience, after each order is submitted, a confirmation email will be sent automatically to show the status of the order.

How do I cancel my order?

We are confident that you'll be more than satisfied with your purchase. However, if for any reason you must cancel your order, please see our Cancellation and Return Policy or contact US Supply Virtual Counter Associates at virtualcounter@ussupply.com. Our US Supply Virtual Counter Associates can inform you of the status of your order and advise you if the order can be cancelled for a full refund. Once an item is shipped, the terms of our Returns policy will take effect see Cancellation and Return Policy.

Where is US Supply Virtual Counter located?

US Supply Virtual Counter e-Commerce department is located at the headquarter office in West Conshohocken, PA. We do have multiple branches throughout PA and NJ for convenience of delivery and pick-up.

Where does US Supply Virtual Counter ship?

We currently ship most of our inventoried items to all 50 US states.

Do you ship internationally?

We do not ship any items internationally.

What type of shipping methods does US Supply Virtual Counter provide?

We offer delivery to specific locations, and use third party carriers for ground shipping, 2nd day air, next day air, and freight LTL.

How do I change my order once it's been placed?

If you need to change an order after it has already been created, please contact us as soon as possible after placing the order if you would like to make a change. If it is a pickup order, you can also contact the location where the order was placed. If it is an order being delivered or shipped, we will check to see if the order has already left our facility. If the order has already been delivered or shipped please see our Cancellation and Return Policy.

What should I do if my parts/equipment have been damaged from delivery?

Please inspect all shipments upon delivery prior to signing or accepting delivery. Customers are responsible for damaged products if approval signature is received. Our US Supply Virtual Counter Associates will help you if your shipment appears to be damaged. Please refuse delivery of damaged material and notify our US Supply Virtual Counter Associates immediately by calling 888-878-2050. Please do not sign for the material. Claims for common carrier deliveries that are signed for without damage noted by the customer must be filed by the customer directly with the common carrier. Our US Supply Virtual Counter Associates will work to resolve concealed damage shipments on UPS or FedEx deliveries that are reported within 48 hours and will file a claim on behalf of the customer.

If you would like to return a damaged product, our US Supply Virtual Counter Assoicates will help by issuing a Return Goods Authorization (RGA). To obtain an RGA and shipping instructions, please call our US Supply Virtual Counter Associates at 888-878-2050. Requests for returns are generally processed within 2-4 days. You will receive your RGA via the email which you have provided. You are responsible for returning the items within 15 days once an RGA number is issued. Items returned beyond this 15-day time period, may be charged a minimum of 25% RESTOCKING FEE. Confirmation of defect will be determined by the manufacturer and then applicable credit or replacement product will be issued.

Who should I contact if I received a wrong item?

Please contact the US Supply Virtual Counter Associates immediately via email at virtualcounter@ussupply.com or toll free number 888-878-2050 if you have received the wrong item.

Can I place an order outside of your office hours?

Yes. Orders can be placed online 24 hours a day/7 days a week/365 days each year. Our US Supply Virtual Counter Associates are available to assist you from Monday through Friday, 7:30AM - 4:30PM EST.

How do I calculate shipping and delivery rates?

During checkout, you'll be prompted to include the shipping zip code and will receive a calculated shipping cost. Please note that all shipping costs are estimated until checkout is complete. Typically, delivery must be within a 15 mile radius of a US Supply Branch to qualify for free Local Delivery. Selecting Local Delivery outside the 15 mile radius will automatically default to a Ground shipment charge.

Can I Install HVAC Equipment purchased on the Virtual Counter?

It is highly recommended (and required in certain municipalities) that you hire a licensed, professional to evaluate, size and install this equipment. Improper installation of equipment could cause catastrophic damage or injury if the unit is not installed properly. Most manufacturers require this equipment to be installed by a qualified installer and VOID warranty coverage on equipment not installed by qualified technicians. The installation of these HVAC systems includes electrical, gas and refrigerant connections which is generally regulated by laws, codes and guidelines at the federal, state and local levels.

License and Permit Requirements

It is common that an HVAC installer must be licensed by the state or municipality in which the HVAC equipment is to be installed. Some jurisdictions may, in addition, have permit requirements. (Consult your local laws and rules to determine the requirements imposed by your jurisdiction.) Further, local building codes often require that specific types of HVAC connections be made by licensed professionals. For example, licensed plumbers may be required to make any gas or water connections necessary in the installation of an HVAC system; and licensed electricians may be required to make all electrical connections to the HVAC system.

Refrigerant Rules

All HVAC cooling equipment and systems require the use of a refrigerant gas that is compressed and liquefied during the cooling cycle. The two most common refrigerants in the HVAC industry are identified as R-22 and R-410A. Federal, state, and local laws and guidelines are applicable to the introduction, reclamation, and recycling of these refrigerants. Violation of such laws may result in fines to any non-licensed or non-certified HVAC installer. Consult your local laws and guidelines for full details.

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