Contacting Hisco

How do I locate the branch closest to me?

To find the branch closest to you, go to Hisco.com. Click "Find a Branch" in the bottom, right-hand corner of the screen for a list of locations with contact information.

When is live chat available?

Live Chat is available between 7:30 a.m. and 5:00 p.m. CST. To initiate a chat with a web support representative, click the "Chat Now" link at the bottom left of the webpage. You may choose to complete a contact form if your inquiry is outside of our regular business hours.

Who do I contact about my order?

If you have questions or concerns about a web order, please call 844-807-1902, or email us at [email protected]. Our representatives are available between 7:30 a.m. and 5:00 p.m. CST and will respond to inquiries made outside of regular business hours within one business day.

Who do I contact for website technical support?

If you have a technical question or concern, please call 844-807-1902, or email us at [email protected] Our representatives are available between 7:30 a.m. and 5:00 p.m. CST and will respond to inquiries made outside of regular business hours within one business day.

Who do I contact with concerns about submitting my payment information online?

Hisco uses industry-leading technology including card tokenization to securely process your credit card. If you have questions or concerns about using a credit card when placing a web order, please call 844-807-1902, or email us at [email protected].

I keep getting an error message when I try to check out. What should I do? I need to place my order!

We're sorry for the inconvenience! Please call 844-807-1902 or email us at [email protected].

Do you have any Spanish-speaking representatives?

Yes! Our web support team is bilingual. We also have bilingual customer service representatives throughout our branch network.

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Managing My Account

How do I create an account?

To create an account, click the “Create an account” button in the top, left-hand corner and complete the form. If your company has ordered from Hisco in the past, you may already have an account. To verify your account status, chat or call Hisco web support at 844-807-1902.

How do I view past invoices and orders?

To view past invoices and orders, first sign into your account and navigate to your account dashboard by clicking the “My Account” link at the top left of the screen. You can then click either the "Invoices" or "Orders and Quotes" button from the “My Dashboard” page.

How do I add a new shipping address?

To add a new ship-to address, first sign into your account and navigate to your dashboard by clicking the “My Account” link at the top left of the screen. You can then click the addresses page button in the middle of the first row of buttons to utilize the shipping address drop down on the right and create a new address. There is no limit to the number of addresses that can be stored here, and you can switch the shipping address for any order at any time by selecting it from the drop-down menu.

How do I change my billing address?

To change the billing address on your account, a formal request in writing, on company letterhead, is required for validation purposes. Please send requests to [email protected] or call 844-807-1902 with questions.

How do I change my password?

To change your password, first sign into your account and navigate to your account dashboard by clicking the “My Account” link at the top left of the screen. You can then click the "Account Settings" button from the “My Dashboard” page. You must enter your current password and new password in the appropriate fields and click the red "Save" button immediately below. (Passwords must be at least 8 characters long, contain one uppercase letter, one lower case letter, one number, and contain a minimum of one non-alpha numeric character.)

How do I print an invoice?

To print an invoice, first sign into your account and navigate to your account dashboard by clicking the “My Account” link at the top left of the screen. You can then click the "Invoices" button from the “My Dashboard” page. Choose the invoice you want to print. Click the gray "Print" button at the bottom of the page.

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Placing An Order

How does Quick Order work?

If you already know the products' part numbers, you can check out even faster with Quick Order. Use Quick Order to build a list and add all your products to your cart at once. First sign into your account and navigate to your account dashboard by clicking the “My Account” link at the top left of the screen. The “Quick Order” section is just below the blue buttons. Enter your first part number (Hisco, MFG or your own part number), enter the quantity, and click the red “Add to Cart” button. Continue until all products have been added to your list. Additionally, you can utilize an Excel spreadsheet to import an entire list of part numbers. Click the “Order Multiple Items Upload an Order” button just below the “Quick Order” heading and follow the instructions.

I need to get my order approved before I complete it. What is the best way to do this?

Currently you can view your shopping cart as a pdf and then save or download it so you can pass it on for approval. Additionally, you can submit an official RFQ by clicking the “Request a Quote” link at the top right of the page. (http://www.hisco.com/rfq/openrfq) Our website also supports the use of a requisitioner/approver settings inside your Hisco.com account. If you'd like to add the requisitioner/approver settings to your account, please call 844-807-1902, or email us at [email protected]

How do I Reorder items I recently Ordered?

To place an order for items you have previously orders, you can use the Repeat Order function. First sign into your account and navigate to your account dashboard by clicking the “My Account” link at the top left of the screen. The most recent orders will show at the bottom of your dashboard. You can select an order from that list or click the “View All” button at the top right of the table if your order isn't on the most recent list. Once you are looking at your orders, there will be a red “Reorder” button beside each part number. Additionally, there is a red “Reorder all” button at the bottom of the order. By clicking one of these buttons, you will add the corresponding items to your cart. Additionally, if you will frequently place the same orders, you can set up a “My List” or Repeat Order (see below) to help facilitate the reordering process.

How do I create and Utilize My Lists (Repeat Orders)?

You can create My Lists in a few different ways. You can add items directly to a My List from a search results page or a specific product page. While on a search results page, you can click the red shopping cart for a product you wish to appear on your new order. Once you click that button a quantity field will show up with a gray "Add to My List" button. After clicking that button, you have the option to either add that item to an existing list or create a new list by entering the list name and clicking the red “Add to List button”. To add an item to My List while on a specific product information page, enter your quantity and click the gray “Add to List” button, and you will receive the same options to either add to a new or existing My List.

I have items in my cart but I'm not quite ready to check out. How do I save this order?

To save a started order, go to your shopping cart in the top navigation bar. Click the gray "Save Order" button. When you're ready to place this order, sign into your account and navigate to your account dashboard by clicking the “My Account” link at the top left of the screen. Once on your dashboard, click on the “Started Orders” button. Your order will be saved by date. Click on the appropriate date to view the Started Orders Details page. Then, click the red "Add All to Cart" button at the bottom of the page and check out as usual.

My company is tax exempt. How do I notify Hisco?

Have you already placed an order and were charged tax? Email [email protected] with your tax-exempt certificate and your tax ID. The tax amount will be refunded to your card, as quickly as your bank will allow, upon receipt of the certificate. If you haven't placed an order yet, email your tax-exempt certificate and tax ID to [email protected]. Please allow 24-48 hours before placing your tax-free order. We will save your certificate and attach it to your record for all subsequent orders.

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Policies, Privacy and Certifications

Where can I find a copy of your conflict minerals policy, privacy policy, etc...?

You can view all our policies on Hisco.com. Click here (https://www.hisco.com/conflict-minerals) to visit our policies page.

Where can I find a copy of your quality certificate(s)?

All our quality certificates are up to date and are available on Hisco.com. Click here (https://www.hisco.com/quality) to view them. To save a copy, click on the desired logo to save or print a PDF of the corresponding certificate.

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Pricing and Payments

Do you accept PayPal?

We do not currently accept PayPal. Authorized methods of payment on orders shipping and billing inside the United States include the four major credit card companies (Visa, MasterCard, Amex and Discover). Transactions occur via our secured online checkout process. For international orders, wire transfer is the default method of payment. Once you complete your transaction online, our customer support staff will contact you to provide details on how to proceed and complete your order.

How do I place an order and use a terms account to pay?

If you already have a terms account with Hisco, log in and proceed through checkout. On the last page of checkout, choose "Purchase Order" from the drop-down box under Payment Details. If you are new to Hisco and would like to request a terms account, please call 844-807-1902, or email us at [email protected].

Why don't I see my pre-negotiated pricing?

If you have pre-negotiated pricing but don't see it on our website, sign in to your Hisco.com account. Your unique pricing only displays when you are signed in. If you sign in and still don't see your pricing, please call 844-807-1902, or email us at [email protected].

A note about product pricing

Due to fluctuating market costs, prices are subject to change without notice. Stated prices may be adjusted to prices and charges applicable at the time of each shipment. Unless otherwise stated, all prices are net and are F.O.B. our warehouse or factory, with title passing at such point. All prices are in U.S. dollars.

A note about taxes

Any municipal, state, or federal sales, use, excise, occupational or other similar type taxes imposed on this transaction are not included in the price. Such taxes shall be billed separately to buyer. Any such taxes paid by Hisco will be charged to buyer. We will accept a valid exemption certificate from you if applicable; however, if an exemption certificate previously accepted is not recognized by the governmental taxing authority involved and we are required to pay the tax covered by such exemption certificate, customer agrees to promptly reimburse us for taxes paid. For questions/concerns regarding tax exemption certificates, please email [email protected].

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Product Questions

I need help with a product or application. Can I speak with someone who has product knowledge?

If you have a question about a specific product or application, please call 844-807-1902, or email us at [email protected]. Our web support team will assist you or forward your question to a product expert.

I can't find a specific product. Can someone help me find it?

If you have a question about a specific product or application, please call 844-807-1902, or email us at [email protected]. Our web support team will assist you or forward your question to a product expert.

I'm not sure this is the right product. Who do I ask about conflicting product information?

If you have questions about our product data (including an image), please call 844-807-1902, or email us at [email protected]. Our web support team will assist you or forward your question to our product experts who strive to reply within 24 hours.

I routinely buy a product from Hisco, but it's not on the website. How can I order it?

We provide products from thousands of suppliers but not all of them are available on the website. If you've purchased a product from Hisco in the past but can't find it on our site, you may need to sign into your account to access it. If you still don't see your product after signing in, please call 844-807-1902, or email us at [email protected].

Where do I find a product's safety and technical data sheets?

We are constantly uploading additional SDS/TDS to our tens of thousands of product pages on Hisco.com. SDS/TDS are located on the product page below the image, if available. If you require an SDS/TDS that is not available on Hisco.com, please call 844-807-1902, or email us at [email protected]. A representative will send it to you right away.

Is your available stock updated in real time?

Yes, our stock is updated in real time.

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Quotes

How do I request a quote?

To request a quote, go to Hisco.com. Click the "Request a Quote" link in the top, right-hand corner of the screen. Then, enter your contact information and as much detail as possible in the appropriate fields.

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Returns

Do you allow returns?

We encourage you to reach out to us in advance to assist with product selection. to reduce the chance that you need to process a return. Most products we sell are considered standard items and are returnable in new and unused condition. Due to manufacturer and product regulations, some products are non-returnable, and others may require the assessment of a restocking fee. If you would like to confirm whether an item you are interested in purchasing is returnable, please reach out to our customer support staff. You can call 844-807-1902 or email us at [email protected].

How do I return a product?

To return a product, you will need to contact our customer support staff. You can call 844-807-1902 or email us at [email protected]. Our support team will address your request within 24 hours and will email you shipping instructions upon approval.

Why can't I return the items I purchased?

Because some of the products we sell are custom-made, specially ordered, hazardous, temperature controlled, etc., we may not be able to accept returns. If you would like to confirm whether an item you are interested in purchasing is returnable, please reach out to our customer support staff. You can call 844-807-1902 or email us at [email protected].

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Shipping/Order Tracking

Do you ship internationally? Do you ship to Canada?

Shipments to delivery points outside of the continental United States will be made only upon Hisco's prior receipt of the following documentation in acceptable form and substance:

  1. Written evidence of establishment of irrevocable letter of credit in favor of Hisco for an amount equal to or exceeding the full contract price hereunder, and on terms acceptable to Hisco.
  2. Import certificate properly issued by destination country where required.
  3. Where shipment is FAS port vessel, written instructions to Hisco specifically identifying loading berth where equipment is to be delivered.

Buyer acknowledges that the goods provided under this agreement are subject to the customs and export control laws and regulations of the United States of America. Buyer agrees to abide by those laws and regulations. Hisco's acceptance of any order is contingent upon Buyer's compliance with the laws and regulations described above and is contingent upon the issuance of any applicable export licenses or other approvals required by the United States government or an agency or subdivision thereof.

What's the cost of shipping for my order?

We have implemented a flat rate shipping cost for the majority of the skus we offer. Shipping cost is displayed during last stage of checkout.

What qualifies for flat rate shipping?

Flat rate shipping is offered for Hisco orders matching the requirements listed below, regardless of item quantity.

  • FedEx ground shipments only
  • No LTL shipments
  • Only in continental US
  • No hazardous products
  • No oversize products
  • No overweight products

How much does flat rate shipping cost?

Flat rate shipping costs are based upon the following order tiers:

  • Orders between $0-249.99: $19.95
  • Orders between $250 - 499.99: $16.95
  • Orders over $500: $12.95

Why can't Hisco calculate shipping costs for non-flat rate products?

We want to offer flat rate shipping or calculate shipping costs for as many products as possible but there are some scenarios in which we are unable to do so. See below for an explanation of why we cannot offer shipping costs on our website for some products.

Missing weights or dimensions – products fall into this group because we are missing either weight or dimensions for the item, and therefore are unable to calculate shipping costs until the product has shipped. This typically happens for large or expensive items which aren’t inventoried in one of our stocking warehouses and ship direct from our manufacturers and partners.

Hazardous Items – products fall into this group when there are additional DOT (department of transportation) regulations which must be reviewed at the time of shipping. This could include dry ice or ice pack inclusion, specialty boxes and packaging, and regulations to allowable quantities for shipment.

Note: If one or more of your shipments indicates shipping charges cannot be calculated and you must know shipping costs before shipment, please make note of this in the order notes section on the bottom left of checkout. An order note will trigger our customer service team to call you with your order total and shipping costs before your order ships out.

Ship Complete (Hold my shipment until all items are available):

To reduce the number of shipments for your order, we suggest choosing to ship complete by selecting the "hold my shipment until all items are available" on the shipping page of checkout.

When "hold my shipment until all items are available" (ship complete) is selected, we will do our best to send your order in as few shipments as possible. There are restrictions and scenarios that will not allow us to group all products on an order into one shipment. Below are some of the exceptions that prevent us from sending an order in one shipment:

  • LTL (Freight) – once the weight for a group of products exceeds 150 pounds, or cubic dimensions of 25,000 cubic inches, we move them from a small parcel group to an LTL freight group.
  • Hazardous Goods – some hazardous products may have maximum air and maximum ground quantities that can be placed in one box. For example, a customer may order 4 gallons of a product that is restricted to 2 gallons per box, and we would be required to ship those items in separate boxes. Hazardous shipment charges (which are charged by the carrier and required per DOT regulations) apply PER BOX, not per order. For example, if 2 boxes are shipping via UPS ground and contain hazardous materials, each box will receive a $30 hazardous ground fee ($60.00 if the products are being shipped air).
  • Drop ship only – some large items like workbenches, microscopes, etc., are not stocked in our warehouse, but are shipped directly from the manufacturer to help reduce the chance of damage.

What additional fees are charged for hazardous products?

Orders containing hazardous materials will incur additional fees per each box shipped.

  • Department of transportation requires hazardous shipping charges (charged by the carrier) apply per box, not per shipment
  • Ground shipments receive a $30 hazardous ground fee per box
  • Air shipments receive a $60 hazardous air fee per box
  • Charges will be finalized at time of shipment

Why is the shipping rate so high?

When your items do not qualify for flat rate shipping, our shipping estimator calculates your actual shipping costs based on the products ordered, shipping location, sourcing warehouse location, and the actual dimensions of the product. (If your order contains a hazmat item, you may be subject to additional fees/charges).

If you're concerned about an incorrect shipping cost, please feel free to reach out to our customer service team. Call 1-844-807-1902, email [email protected], or live chat through the "Chat Now" link at the bottom left of our website.

I tried to calculate shipping, but I got an error saying that "Some of the products on your order prevent us from calculating shipping costs..."

This is because the product is missing dimensions or weight, has non-standard dimensions, or includes additional shipping requirements (such as hazardous) that can't be calculated online. For additional information call 1-844-807-1902, email [email protected], or live chat through the "Chat Now" link at the bottom left of our website.

Why does the shipping calculation take so long?

If your order doesn’t qualify for flat rate shipping, we have a complicated shipping estimator that calculates actual shipping costs based on your specific order, shipping location, sourcing warehouse location, and the dimensions of the products.

If the calculator fails to generate an estimate and you need to have one before completing the order, contact customer service at 1-844-807-1902, email [email protected], or live chat through the "Chat Now" link at the bottom left of our website.

I order the same products on a regular basis, but my shipping charge seems to change every time.

This is uncommon, as most orders qualify for flat rate shipping. These instances usually occur for one of the following reasons.

  1. Hisco has fulfillment centers located around the country, in Mexico and in Canada. Because we calculate shipping based on where an item is shipping to and from, the shipping charge may vary slightly depending on how we can best fulfill your order.
  2. Shipping carriers make changes to fuel surcharges regularly and those are part of the overall shipping rates.

Shipping carrier options?

Hisco’s preferred carrier, for both small parcel and ltl shipments, is FedEx.

Your online account is linked to our ERP system. If you have previously established a preferred shipping method with our customer support team, your preferred shipping option will pull in from the ERP.

If you wish to choose an alternate carrier, you can change the default carrier in checkout and ship with your own collect account number. To do this, choose "Charge to my carrier account" from the Freight Fees drop-down box. Enter your shipping account number in the field below. Select your preferred carrier from the extensive drop-down box and finally a service method from the service drop-down box.

For additional help on deciding which option is best for you, call 1-844-807-1902, email [email protected], or live chat through the "Chat Now" link at the bottom left of our website.

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Signing In/Creating an Account

I forgot my password. What do I do?

If you've forgotten your password, click the "Forgot Password?" link on the “Sign In” page. Enter your username and instructions on how to reset your password will be sent to the associated email for that username.

I forgot my username. What do I do?

If you've forgotten your username, click the "Forgot Username?" link on the “Sign In” page. Enter the email address associated with your username and click the red "Send Username Reminder" button. Your username will be emailed within a minute or two.

I am locked out of my account. What do I do?

If you've received a message that your account has been locked, call web support at 844-807-1902, or speak to a customer support representative utilizing Live Chat. The Live Chat link is in the bottom left-hand corner of the website.

I received a message that a user with my email address is already registered on Hisco.com. How is this possible?

If you received a message that your email address has already been registered, you may have a pre-existing account with Hisco.com that was automatically created to provide you access to pre-negotiated pricing. Enter your email address for username. To retrieve your password, click the "Forgot Password?" link on the Sign In page. Enter your username and instructions on how to reset your password will be sent to the associated email for that username.

I'm a Hisco customer, but I want to start ordering online. Do I need to create an online account?

If your company has ordered from Hisco in the past, you may already have an online account that is tied to your recent order history. To verify, please call our web support team at 844-807-1902, or email [email protected].

How do I create an account?

To create an account, click the "Sign In" link in the top, left-hand corner. Then, click the gray "Create Account" button and complete the form. If your company has ordered from Hisco in the past, you may already have an account. To verify your account status, call Hisco web support at 844-807-1902 or utilize the Live Chat option by clicking the link on the bottom left of the page.

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Shopping Cart

Looking for a shipping estimate?

We offer a flat rate shipping charge for most of the products we sell. If the item you are purchasing doesn’t qualify for flat rate shipping, you can easily calculate your shipping charges during checkout.

Have a promo code?

Promotion codes can be entered during checkout at the bottom left under the Order Information heading.

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Sign In

Where's my Guest Checkout or PayPal?

Unfortunately, we do not currently offer guest checkout or PayPal as a payment option.

Not sure that you have an account or whether your account is still active?

Contact customer service to verify account status by phone at 1-844-807-1902, email [email protected], or live chat through the "Chat Now" link at the bottom left of our website.

Having trouble signing in?

Try the "Forgot Password?" and "Forgot Username?" tools on our Sign In page or contact our customer service team. You can call 1-844-807-1902, email [email protected], or live chat through the "Chat Now" link at the bottom left of our website.

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Selecting Your Bill-To/Ship-To

Need to make a change to your bill-to address?

To best service our accounts with multiple buyers, this option is not manually available to our customers. To update your bill-to address, please email your updated billing information to [email protected].

Don't see the correct ship-to address in the drop-down?

If the correct option does not currently appear in the drop-down box, you'll have the opportunity to add a new ship-to address by clicking the “Create New Address” link in the address selector drop-down menu.

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Addresses

Need to make a change to your bill-to address?

Contact customer service at 1-844-807-1902, email [email protected], or live chat through the "Chat Now" link at the bottom left of the homepage.

Need to add a new ship-to address?

Select "Create New Address" from the drop-down box and click the red “Continue” button. Fill in the required information and select the red "Continue" button at the bottom of the page. Then, select “Create New Address” from the drop down on the right, complete the required fields and click the red “Save” button on the bottom right.

You can also add a new ship-to address at any time via the “My Account” dashboard page. First, sign into your account and navigate to your account dashboard by clicking the “My Account” link at the top left of the screen. You can then click the "Addresses" button from the “My Dashboard” page. Then select “Create New Address” from the drop down on the right, complete the required fields and click the red “Save” button on the bottom right.

Need to update your credit card billing address?

You can add a new credit card or update an existing credit card at any time via the “My Account” dashboard page. First, sign into your account and navigate to your account dashboard by clicking the “My Account” link at the top left of the screen. Next, click the "My Saved Payments" button from the “My Dashboard” page to add a new card, delete a card, update your default card, or edit the billing address for a card.

You also have the option to provide new information during checkout. The billing address for your credit card does not need to match the billing address for the account.

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Payment

How do I add a credit card to my order/account?

You can add a credit card during checkout or from your “My Account” dashboard page. If you are ready to checkout, click the shopping cart icon on the top right of the browser. Once in your cart, click the red “Checkout” button. Now that you are on the checkout page, select “Credit Card” from the “Payment Method” drop-down box under “Payment Details.” That will open the remaining credit card fields. There is a checkbox to click if you would like to save the card for future use. Credit card data is tokenized for your safety and to ensure we meet all PCI regulations.

If you aren’t ready to place an order, you can add your card in the “My Account” dashboard page. First, sign into your account and navigate to your account dashboard by clicking the “My Account” link at the top left of the screen, then click the "My Saved Payments" button from the “My Dashboard” page. Click the red “Add a Card” button and enter your credit card details in the pop-up window.

If you need assistance adding a credit card to your account, contact our customer service team. You can call 1-844-807-1902, email [email protected], or live chat through the "Chat Now" link at the bottom left of our website.

Is it safe to add a credit card on your website?

We utilize industry-leading technology and adhere to PCI regulations to ensure we securely process your credit card. We tokenize the card data, so it isn’t visible to our employees processing your order. If you are still uncomfortable, you can also add a card by calling our customer support team who will help you through a process over the phone to tokenize your card without our representatives even hearing the card information.

To contact our customer service team. Call 1-844-807-1902, email [email protected], or live chat through the "Chat Now" link at the bottom left of our website.

I want to pay with a credit card, but I don't see an option to enter my credit card information.

We use industry-leading technology to securely process your credit card. If you have strict browser security, you may not be able to see the fields where you can enter your credit card information. Try clearing your cache and/or cookies or contact our customer service team. You can call 1-844-807-1902, email [email protected], or live chat through the "Chat Now" link at the bottom left of our website.

I'm trying to enter my credit card information. Why do I have to prove I'm not a robot?

Our credit card processing software is PCI-compliant and does everything it can to protect you, and Hisco, from fraud. The "robot" test helps cut back on spam and abuse. If you're using an incognito browser and seem to be in an endless loop of identifying pictures, try using a browser that's not incognito or contact our customer service team. You can call 1-844-807-1902, email [email protected], or live chat through the "Chat Now" link at the bottom left of our website.

How can I update the address or expiration date for my credit card?

You can add a new credit card or update an existing credit card at any time via the “My Account” dashboard page. First, sign into your account and navigate to your account dashboard by clicking the “My Account” link at the top left of the screen. Next, click the "My Saved Payments" button on the “My Dashboard” page to add a new card, delete a card, update your default card, or edit the expiration date or billing address for a card.

You also have the option to provide new information during checkout. The billing address for your credit card does not need to match the billing address for the account.

I want to order on my terms account, but I don't see that option.

If you don't see the option to select "Purchase Order" from the “Payment Details” drop-down, please contact customer service so we can investigate your account. You can call 1-844-807-1902, email [email protected], or live chat through the "Chat Now" link at the very top of our website.

Tax exempt but being charged tax?

Email a signed and dated copy of your tax certificate to [email protected]. Include your order number from the “Confirmation” screen when you email your tax certificate so when can credit back the tax on your order.

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