We've compiled some of the most often asked and answered questions from retailers, and listed them below. If you need clarification or if you have a question that is not answered here, please contact your Sales Executive or our Customer Service Department, Monday - Friday, 8:30am-5:00pm Central Daylight Time (CDT) at 1-800-759-4931
How do I submit an order?
You have numerous options for ordering with us. Each account is assigned a dedicated knowledgeable Sales Executive to place their orders with. There is also a full customer service staff available to take phone orders Monday - Friday, 8:30am-5:00pm CDT at 1-800-759-4931. 24 hours a day, you can place orders via email at , build and submit your order via our interactive website www.palkoservices.com, via Fax: 1-888-759-1199, or through Scan Genius and Order Dog as well!
What is the minimum for free shipping?
All shipped orders over $195.00 receive FREE Shipping in the continental United States.
Where are you located?
We are about 45 minutes from Chicago in Northwest Indiana, often referred to as Chicagoland. Our 7 acre Palko property borders the Indiana Dunes National Lakeshore and is located at 4991 W. US Hwy. 20, Michigan City, IN 46360. Check out 'Our Facility' to learn more!
Can I have a monthly catalog emailed to me?
We will be more than happy to email you when the monthly catalog is available for download from our website. Please contact your Sales Executive to be added to that email listing. You may also download it directly from this website.
Do you offer volume discounts and/or EDLP's?
We sure do! We also have plenty of Case Stack, Free Fills, New Placement and Line Extension deals! Please contact your Sales Executive to see if you qualify!.
What are my payment options?
Credit Card*, C.O.D., Check-by-Phone, ACH, Prepay or Net 10 Terms** are your options for payments with Palko. Some forms of payment do incur fees, so please be sure to speak with your Sales Executive to determine the best option for you.
* Palko accepts Visa, MasterCard and Discover credit cards. American Express can be accepted, HOWEVER, there is an additional 0.5% service fee on all American Express orders less than $10,000.
** Net Terms can be extended to established accounts upon completion and verification of a Palko credit application.
Can I make a payment over the phone?
Yes, please contact our Accounts Receivable Department directly, Monday - Friday, 8:30am-5:00pm, CDT at 1-800-759-4931 ext. 132. Sales Executives and Customer Service team members are NOT able to take specific payment information from you.
How can I get a copy of an invoice/credit? Monthly statement?
You can find and download (individually or in bulk) invoices and AR statements for the last three calendar years here on our website's Retailer Resources page. Invoices / Statements Or, contact our Accounts Receivable Department, Monday - Friday, 8:30am-5:00pm, CDT at 1-800-759-4931 ext. 132
How do I check to see if a specific item is in stock?
You should call and speak to your Sales Executive or a member of our Customer Service Department to determine if a specific item is in stock. If you need an inventory feed, you will find this located under Retailer Resources right here on this website. Our real-time inventory files are uploaded at the top of each hour from 9 AM to 5PM CDT, and once again at Midnight CDT. Each file format contains the following basic fields: Brand, Item Name, Size, ItemID, UPC, Wholesale Cost, Retail Price, OnHand Quantity, Quantity Already Allocated to Other Orders, Category, Subcategory, MAP and Weight.
How does Palko handle out of stock items?
While we work diligently to keep stock on 7,000+ items, out of stocks do happen. If the item you order is unavailable to ship, we will keep the item on order for you at the discount you ordered it at. We will NOT automatically ship out-of-stocks when they become available. With every order you place with Palko, you will be asked if you wish to review your previous out of stocks (some people refer to these as backorders) and if it is available, you then have the opportunity to add that item to your current order or delete it. Of course, we can't hold these items in our system for months on end and suggest you discuss how you wish to handle out of stocks with your Palko Sales Executive.
I see that you carry the brand but not the specific item that I am looking for; can it be ordered for me?
We do carry many full lines but there are some occasions where we do not carry some items that a brand offers. However, if we carry the brand, we will order the product in for you at no additional charge, providing you order case qty. If it is a product that you want to order from us on a regular basis, let us know! We will review the item to see if it can be a good fit for Palko.
How do you ship your orders?
We utilize FedEx, UPS, and freight shipping. We use paper vs. packing peanuts and recycle boxes and packing materials whenever we can!
What time do I have to have my order in for same day shipping?
While most orders placed before noon ship that same day, we no longer give an actual cutoff time. We want our customers to know that we do what we say and there are just some days that same day shipping may not happen. We generally say, most orders placed before noon ship by the following day.
Do you offer Next Day or expedited shipping?
We do offer Next Day and Second Day shipping. These options are expensive but we understand that it is sometimes necessary to get the products to you immediately. These are time sensitive orders and must be received, picked and packed by our warehouse and ready to ship by the deadline determined by the shipping company. For the exact cut off times and to inquire about prices for any form of expedited shipping, please contact our customer service department, Monday - Friday, 8:30am-5:00pm CDT at 1-800-759-4931.
Can I receive tracking information for my orders?
Yes, please contact our Customer Service Department, Monday - Friday, 8:30am-5:00pm CDT at 1-800-759-4931. Any of our experienced Customer Service team members will be more than happy to update your account so that you can receive tracking information via email on your Palko orders.
How does Palko handle consumer returns?
Please contact our customer service department, Monday - Friday, 8:30am-5:00pm CDT at 1-800-759-4931 for any consumer returns. You will be asked to supply a valid reason for all consumer returns, the lot code and expiration date from the returned unit. A picture may be required and in some instances, the manufacturer even requires the product back. If an adverse reaction was the reason for the consumer return, the brand will need some additional information as well. You will receive a replacement item on your next order.
How does Palko ship items that may melt or freeze?
As we are located in the Midwest, we experience extreme temperatures at certain times during the year. These items are flagged in our system and we refer to them as either 'meltable items' or 'freezable items'. If you place an order for one of the flagged items, you will be asked if you wish to accept responsibility for the item arriving safely if we are currently experiencing less than favorable weather conditions for that item. If the item is damaged due to weather conditions and you have accepted the responsibility for that item, please understand that we will not replace or credit that item or any items it may have damaged in that shipment. Many stores choose to accept the responsibility for the items and the items arrive just fine, however we believe the choice is yours to make.
What do I need to do if my order arrives with a damaged item(s)?
Please contact our customer service department, Monday - Friday, 8:30am-5:00pm CDT at 1-800-759-4931. If a product is damaged in shipping, it must be reported to us within 3 business days of receipt and we ask that you please take pictures to assist in any claims. In order to receive credit from us, it is necessary that you keep the box(s) and packing material that you received the product in until the claim is complete on our end. There is always a RED Palko stamp across the shipping label and the box when it leaves the Palko warehouse and all pallet sized orders are wrapped in black, so if your order doesn't arrive like this, you know the box or pallet has been opened! There are example images in the back of every catalog, and on our Policies & Info page, for you and your employees to reference.
Oh no! I ordered the wrong item/received the wrong item/didn't receive an item, what do I do?
Please contact our customer service department Monday - Friday, 8:30am-5:00pm CDT at 1-800-759-4931 within 3 days of receiving your order. No need to worry, you can return an item if you mis-ordered; we will pick up mis-picks we sent you and if we missed an item on your order (please forgive us), we can see if we have it in stock and there are a few options you can choose from there (we are pretty quick about rectifying these types of things, so we have been told). Any shortages and/or mis-picks are subject to review by our Inventory and/or Quality Control Departments before credits are issued.
What is the difference between a show order and a regular order?
Numerous times throughout the year, you will be asked if your order is a 'regular order' or a 'show order'. Palko proudly participates in all NPA (Natural Product Association) sponsored trade shows, Expo Shows and our own Table top shows. These trade shows often offer the best discounts we can get and we pass the savings along to you. If you attended the show, you often get deeper discounts, receive priority shipping over non-attendee show orders and only have to meet the regular $195.00 for free shipping. If you did NOT attend the show, you will be eligible for the Non-Attendee deals if the order is over $300.00. We always make our regular daily orders the 1st priority to ship! Show orders are shipped in the order that they are received and may be delayed due to the volume of orders we receive during these times.