customer service

Frequently Asked Questions

How do I figure out shipping charges?

We look for the best, least expensive method of getting our products to you in a timely manner. If you have special shipping requirements, next day delivery for instance, we are happy to oblige. Just let us know. Most items (total order weight 150 lbs or less) ship UPS or Fedex ground. Other items will be routed as truck shipments or oversized UPS, see below. The estimated shipping charge is based on the weight of the shipment. In most shipments the estimated shipping cost is correct. However, if the size of the shipment/carton is considered "oversize" by UPS or Fedex, additional shipping costs will be incurred and are not included in the estimated shipping cost total. Customer service will call to advise of additional freight charges.

arrow upBack to top

Oversized Shipping

Oversized items may still be able to ship via UPS but will ship at the UPS 35 lb. rate. UPS rates for oversized items are determined by package size, rather than weight (dimensional weight rate) and are higher than rates for smaller parcels. Oversized items can ship up to a 150 pound rate. If you need specific shipping charges please check with customer service.

arrow upBack to top

Truck Shipment

Orders which exceed 150 pounds, will ship by truck. Minimum truck cost is $85.00. Truck shipments that are residential will be charged an additional $50.00 plus freight. Please note that truck shipments to New York City, Washington D.C. and RI may be charged an additional $50.00 plus freight. Please consult customer service for exact shipping charges.

arrow upBack to top

How do I return a product?

You can return any merchandise, with a few exceptions, within 90 days from the time you receive it for full credit or refund.Merchandise must be returned in resaleable condition. Furniture may require a re-stocking charge. Custom manufactured or printed items, unless defective, cannot be returned. All we ask is that you call or email our customer service department for a return authorization (R.A.) number and instructions so that we may credit your account properly. You can help us expedite your claim by taking the following steps:

1. When your order arrives inspect it carefully for damage before signing.
2. If contents are damaged, do not discard the carton. Call, or email customer service for proper claim instructions.

There are occasions when restocking charges are applicable. There may also be a charge for post production cancellation of custom made items. Call 1.800.628.1912 for more details.

arrow upBack to top

Imprint Information

Any imprint information that you would like put onto labels, book cards etc. must be faxed, emailed, or mailed along with your order information. If you are not sure if the imprint will fit on the exact item you want you may email or call customer service at 1.800.628.1912 or fax at 1.800.532.9281. Note: We will imprint your information exactly as you send it to us. Any changes to your printing information must be made prior to the imprint. We will not be held responsible for misprints.

arrow upBack to top

Special Promotions

Special promotions offered by University Products do not apply to previous purchases, and cannot be combined with other offers or promotions. Promotions do not include Custom Products. All promotions/sales apply to universityproducts.com customers only; dealers and distributors of University Products or any of it's divisions are excluded from any offer or promotion made through universityproducts.com

arrow upBack to top

Gift Certificates

We offer Gift Certificates in multiple denominations.

arrow upBack to top

Method of Payment

With the exception of recognized institutions and established accounts, terms are cash with order, including shipping charges.You can prepay with a check, or we will accept VISA, Mastercard, AmericanExpress, Diners Club and Discover Card. All items are shipped FOB Holyoke, MA or FOB Factory unless otherwise agreed upon. On credit sales, terms are net 30 from invoice date. Actual shipping charges will be added to your invoice unless other arrangements are agreed upon in advance. Inside delivery charges are added to invoice when so specified.

arrow upBack to top

Tax Information

Massachusetts residents should add 6.25% sales tax, and Indiana residents add 7% or furnish a tax exempt certificate before orders are placed. Tax exempt institutions must provide certificate of such.

arrow upBack to top

Our Guarantee to You

If you're not completely satisfied with any part of your order or the service you receive, please email us or call (within 30 days of receipt) our toll free number 1.800.628.1912. After all, our growth and success over the past 40 years is a result of listening and responding to your needs.

arrow upBack to top

Our Physical Address

University Products Inc., P.O. Box 101, 517 Main St., Holyoke, MA. 01041
Phone: 1.800.628.1912, Fax: 1.800.532.9281
Email: custserv@universityproducts.com

arrow upBack to top

Questions and Comments

If you are not ready to place an order, but have questions, need additional information, or would just like to comment on our products or services please email or call our Customer Service Department at 1.800.628.1912. We are always listening!

arrow upBack to top

What if I can't find a product?

If you are unable to find a product on our website or have a need for a specific product that we may not carry, please feel free to give us your input. We are always willing to accommodate our customers the best way possible. Please email or call Customer Service Department 1.800.628.1912 for price quotes or product questions. You may also use our Bid & Quote form to submit your request.

arrow upBack to top