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FAQs

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CONTENT

  1. Account Management
  2. Find Products
  3. Order Placement
  4. My Orders
  5. Shipping and Delivery
  6. Technical Questions

 

ACCOUNT MANAGEMENT

  • How do I view my current account information?
    • Once logged into your account, click on My Account in the top right corner of the page to view your Account Dashboard. This page displays your contact information, shipping address, shopping cart, favourite lists and saved carts. If you would like more information regarding the Account Dashboard feature, review the Viewing Your Account Dashboard help page.

  • I've forgotten my password, what do I do?
    • If you have forgotten your login password, click Forgot My Password on the login page. Fill in your user name and email address, and click Retrieve Password. A new password will be sent to your email address. If you would like to change this password, please review the steps below.

  • How do I change my password?
    • Once you have logged into your account, click on the Change Password tab under the My Account heading on the bottom left side of the page. Enter the required information and click update at the bottom of the screen.

  • How do I change my contact details (ie. shipping address, email, name, etc.)?
    • Currently, contact information cannot be changed online. If you need to change any of your account information please call or email your local branch.

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FIND PRODUCTS

  • Why can't I find the product that I am looking for?
    • Our website does not hold the full selection of products that our company supplies. If you are unable to find the product that you are looking for, please contact our "Live Chat" on the top left corner of the website, email webtechsupport@gerrie.com or call your local branch to inquire about the product’s availability and place an order.

  • Who do I contact if the availability or price of the product isn't displayed?
    • Some of the products included on our website do not show the price or the availability. If you would like to inquire about the price or availability of a product, please contact our "Live Chat" on the top left corner of the website, email webtechsupport@gerrie.com or call your local branch.

  • What if I have a special price agreement on certain products?
    • If you are logged into your account, you will automatically see your special price on the product details page. For more information on the product details page, review the Product Details help page.

  • If I know all the part numbers for the items I want, do I have to search and add these products individually?
    • No. If you know either the Gerrie part number or the manufacturer part number of the items you want to add to your order, you can use the Quick Order feature. For more information on the Quick Order tool, please review the Placing a Quick Order help page.

  • Can I import an excel file with the items I need?
    • Yes. You can upload an excel file with the list of products you want to add to your order. A template must be followed in order to import your items successfully, which can be found on the Advanced Quick Order page. For more information on how to download the template or how to use the Advanced Quick Order feature, please review the Importing Excel Files of Items for Purchase help page.

  • I'm using the Advanced Quick Order feature; what should I do if all the item results are displayed as No Item Found?
    • First, make sure that you are using our required excel formatting. You can check this by downloading and reviewing the Template, found on the advanced quick order page. We require either the Gerrie part number or the manufacturer part number, and the quantity. Additionally, ensure that all part numbers are capitalized, as this feature is case sensitive.

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ORDER PLACEMENT

  • I need to rush an order, what should I do?
    • If you are placing an order that needs to be rushed, please add a note to the Shipping Instructions when reviewing your cart. For detailed instructions on how to add a note to your order, please review the Placing an Order help page. If you need to place an order after regular business hours and are in a rush, please contact our Extended Hours Order Desk (5pm-9pm) at 905-681-3656 or our After Hours Emergency Service (after 9pm; weekends and holidays) at 1-888-870-6667. To review more information on our Extended Hours Order Desk and After Hours Emergency Service click on the Locations tab at the top of the website.

  • Do you need an account to place an order?
    • Yes. If you would like to place an order online, you will need to follow the procedures for signing up as a new or current Gerrie customer. Please review the Signing up with an Existing Gerrie account help page if you are already a Gerrie customer, or the Signing up as a New Customer if you are not yet a Gerrie customer. Having an account holds many benefits as it provides customized product prices based on your customer price agreements, ability to check order status, access to the quick order feature and more.

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MY ORDERS

  • How do I know that my order is confirmed and being processed?
    • Once you place an order, you will receive an email confirmation. Additionally, you can view the status of your order online to determine if the order is being processed, delivered or backordered. For more information on how to check your order status, review the Viewing Order Status help page.

  • If I made an order over the phone, can I still view the order information online?
    • Yes. You can view all orders, made over the phone or online, in the Order Status tab under the My Account heading on the bottom left side of the page. For more information on how to check your order status, review the Viewing Order Status help page.

  • How do I cancel/return an order?
    • To cancel orders that you have placed or return items, please contact your local branch.

  • What are the return policies?

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SHIPPING AND DELIVERY

  • Where does Gerrie ship to?
    • Gerrie ships throughout Canada, but does not currently ship internationally. Orders within South Central Ontario may be delivered by a Gerrie truck or a third party carrier. Orders outside of South Central Ontario will be delivered by a third party carrier.

  • What is the expected shipping cost?
    • Before submitting your order, the freight charge will automatically be added to your total cost. The standard freight charge for orders under $200, is $10.00. Shipping is free for orders over $200.
      *Certain conditions apply.
      **We reserve the right to charge additional freight and/or service and handling fees based on delivery area, size and weight of the material. You will be notified if additional charges will be incurred, prior to shipment.

  • What is the standard shipping process for orders with stock materials?
    • Stock material will be delivered the following business day after the order placement date, unless otherwise stated. If you need an order to be delivered earlier, add a note to Shipping Instructions on the Checkout page when placing your order or call our Extended Hours Order Desk at 905-681-3656 or our After Hours Emergency Service at 1-888-870-6667. For more information on our Extended Hours Order Desk and After Hours Emergency Service, click on the Locations tab at the top of the website. All orders ship out of the Central Distribution Center (CDC) and to your online shipping address, unless a branch pick up is requested. For more information on how to place an order for pick up, review the Branch Pickup help page.

  • What is the expected shipping if my order status shows that one of my products is backordered?
    • The ship date for all orders, including orders with backordered items, can be viewed on the Order Status page, which can be found under the My Account heading at the bottom left side of the page.

  • Can I view my Proof of Delivery online?
    • You can view your POD online by first logging into your account and then clicking on Proof of Delivery under the My Account heading on the bottom left side of the page. You will be redirected to the Invoice Status page, where you can download a copy of your POD.

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TECHNICAL QUESTIONS

  • What are the browsers supported by the Gerrie website?
    • The Gerrie website works optimally when using Chrome. If you are having trouble with the website, please try switching web browsers.

  • Why do some of the images on the help pages show a different website layout than I have on my computer?
    • The images for the help pages were taken of the website when using the Chrome web browser, as it is the browser that works the best when using the Gerrie website.

  • Why can't I access external files on the website?
    • Many of our external files are in a PDF format and therefore Adobe Reader must be downloaded in order to view these files.

  • How does the Live Chat feature work?
    • The Live Chat feature allows you to directly contact the Order Desk at Gerrie, answering all of your questions immediately. Click on the Live Chat icon in the top left corner of the website if you have a question. When someone from our Order Desk is not available, you will be able to "Leave a Message", and our team will get back to you as soon as possible. Click on the same icon in the top left corner of the website and fill in your name, e-mail address, location, company name and how we may help you.

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