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FREQUENTLY ASKED QUESTIONS

General Account Information

How do I add a new user/login to our account?

If you have administrative rights to your site, select Manage Account under the Admin Center. Select the Login (New) section at the top of the screen. Complete the information you require for the user and select Update at the bottom of the screen. Your new user will be active instantly. You may also contact Customer Service at 888.973.4362, or you may use the "Contact Us" section on the web to request a new login.

How do I update my account information? (i.e., contact names, shipping addresses, phone number, etc.)

Account contact information is critical to ensure proper communication during the fulfillment and delivery process. As such, in order to make changes to key account information you will need to contact Customer Service at 888.973.4362 or use the Contact Us section of the web site to submit your request. Requests are responded to within 24 hours.

Billing Questions

We are tax exempt; where do I fax my tax certificate? If I was charged sales tax on a previous order, can I get a credit?

Fax your tax exempt certificate to Customer Service at 888.973.4312. If you require immediate assistance to place an order, call Customer Service toll-free at 888.973.4362 and they can expedite the process for you. If you have been charged sales tax on a previous order, Customer Service can have a credit issued to you once the certificate has been received.

How can I get a copy of an invoice on a past order?

Access your invoices by selecting EDocuments in the Admin Center. All invoices and credits will appear. If you do not have the access privilege to view EDocuments or have other questions, contact Customer Service using the Contact Us link or by calling 888.973.4362.

Delivery Information

What time do I need to place my order for next day delivery?

General supply orders submitted by 5:00 p.m. local time will be delivered the next business day. Some items may take longer due to local distribution stock supply. Special orders, furniture or items not available in the local warehouse may not be available for next day delivery. Customer Service can answer any questions you have in these cases.

What are the charges associated with furniture delivery?

Furniture delivery and installation charges are calculated on a project-by-project basis. Your Sales Representative will provide this information to you during the proposal process.

Order Information

Can I cancel/change an order I placed earlier today?

We electronically transmit orders throughout the day to the local warehouse to ensure prompt fulfillment and delivery. However, in some instances, orders can be changed before they have been transmitted to the local warehouse. Call Customer Service toll-free at 888.973.4362, and we will do whatever can be done to accommodate your needs.

I need a custom stamp, what do I do?

Use the Contact Us link in the Admin Center to contact Customer Service or call 888.973.4362 to submit your request. Requests are responded to within 24 hours.

How do I remove an item from my order?

If you have not checked out and would like to remove an item from your order, simply change the quantity to zero ("0") in your cart and select the Update button at the bottom of the page or hit the red "X" symbol on the product line.

I didn't get an item in my shipment, is it back ordered?

Regency receives electronic responses throughout the day of order fulfillment status. If an item is not available in a local warehouse (ensuring next day delivery) we will attempt to pull from another warehouse for second day delivery and contact you accordingly. If an item is out of stock due to manufacturer delays, we will contact you and suggest a replacement item. In the event you do not receive an item from your order, please contact Customer Service immediately at 888.973.4362.

Return Information

What is your return policy?

Please see Customer Service Terms for details.

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