Website FAQs

General FAQ's About GEMPLER'S Website
Online Buyer's Guide

Signing In and Account Management
1. How do I register an account?
2. I'm having problems signing in or registering. What can I do?
3. I forgot my password. How do I get a reminder?
4. When I try to log in, why does it say I have an invalid email address?
5. How do I change the information on my account?

Placing an Order
1. How do I search for a product?
2. How do I know if something is in stock?
3. How do I remove an item from the Shopping Cart?
4. How do I change the item quantity in the Shopping Cart?
5. How do I change my shipping option?
6. How do I use the Express Order Form?
7. Do you have a printable order form?
8. Can I place an order without creating an account?

Order Tracking
1. How do I track an order?
2. When will my order that I placed on the weekend ship?

General Website Questions
1. What is your privacy policy?
2. Is it safe to use my credit card online?
3. Why am I not receiving your emails?
4. Why am I receiving multiple order confirmation emails?
5. What is a keycode and where do I enter it online?
6. How do I get a free gift or special offer on my catalog, postcard/flyer or email?
7. Why are the prices different in the cart than on the product page?
8. How long do items remain in my Wish List?

 

Signing In and Account Management

1. How do I register an account?
To register an account with GEMPLER'S, click the "Register" link at the top of the web page or click here to register. Enter your name, email address, choose a password (which is case sensitive) and the other information that is asked for.


2. I'm having problems signing in or registering. What can I do?
Try the following:
1. Enable Cookies. Need Help?
2. Enable JavaScript. Need Help?
3. Refresh the page.

Please contact Customer Service at 1-800-382-8473 if you are still unable to sign in or register.


3. I forgot my password. How do I get a reminder?
To get a password reminder, click here.

You can also click "Sign In" at the top of the website and use the Forgot Password link. There's also a link from the Shopping Cart during the Checkout Process

You will likely receive your password via email from gemplers@cs.gemplers.com within five minutes. If this time has passed and you still have not received it, please check your spam filter or junk mail. Sometimes automatic mailings like these get blocked before even reaching your inbox. If you still cannot find your reminder or if you do not think it was sent, please call customer service at 1-800-382-8473 and they can email it to you.


4. When I try to log in, why does it say I have an invalid email address?
The main reason this occurs is that there is an extra character or space in the email address box. This error happens occasionally when you copy and paste your email address into the boxes provided. Delete any extra spaces or characters and try submitting it again. If you still run into this problem after checking for those extra characters or spaces, please call customer service at 1-800-382-8473 and we would be happy to help you work through the problem you are experiencing.


5. How do I change the information on my account?
To change the information on your account, sign in using the link at the top of the website or click here. After you Sign In, click on "My Account."

From the "My Account" page you will be able to:

  • See past orders and track new orders

  • Modify account details like passwords and preferences

  • Add, delete and edit shipping and billing addresses

  • Manage you payment options to make purchasing fast and easy

  • Create multiple wish lists for quick and convenient ordering

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Placing an Order

1. How do I search for a product?
The simplest and fastest way to search for a product is to type the item number, item name or keywords that describe the item in the search bar located in the upper right of every web page. Another way to find products is by using the category list under the Products drop down. When you click on one of the categories it will expand to reveal a more detailed list. Using those links you can browse through different items to find what you're looking for. You can also page through our online catalogs by clicking here.


2. How do I know if something is in stock?
An availability message will appear both on the product page and in the Shopping Cart to indicate whether an item is in stock, backordered, etc. On the product page, the availability message is located between the item number and price. In the Shopping Cart, the availability message is under the item number.

Please Note: If a size or color choice is required, the availability message will show up once the size or color is selected.


3. How do I remove an item from the Shopping Cart?
There are two ways to remove items from the Shopping Cart. The first way is to click the "Remove Item" link next to the item in your list of cart contents. Another way to remove an item is by changing the Qty to 0; this will automatically remove the item. You can perform either of these actions in the Shopping Cart or during the "Order Completion/Payment" step of checkout.


4. How do I change the item quantity in the Shopping Cart?
To change the quantities in the Shopping Cart, retype the number in the Qty box and the quantity will automatically update.


5. How do I change my shipping option?
Shipping options can only be changed during checkout. When you get to the "Order Completion/Payment" part of the Checkout Process, you will see a section labeled "Shipping Options."
Shipping Options
Select your shipping method from the drop down box. You will also have the opportunity to enter a carrier account number if you would like to ship your order on your account with UPS, US Postal Service, etc.

Please Note: Alternate shipping methods are not available for items that ship motor freight. Please call customer service for additional information.


6. How do I use the Express Order Form?
To use the Express Order Form page, click on "Express Order" in the top menu bar of the website. Then type in the item number of the product you would like to order. If additional information is needed, such as a size or color, drop down boxes will appear for you to make your selections. You may also use the Express Order box ("Quick Order") in the Shopping Cart.


7. Do you have a printable order form?
Yes, we have a printable order form. You can find it by clicking here.


8. Can I place an order without creating an account?
Yes, you can place an order with GEMPLER'S without creating an account. After clicking the "Begin Checkout" button from the Shopping Cart, just enter your email address under the "Check Out as Guest" section and proceed.

However, if you have previously registered with GEMPLER'S or placed orders under a registered account in the past, you will have to log in using your existing username and password (which is case sensitive). There is no way to place an order online without submitting an email address. This is for contact purposes regarding order confirmation and tracking information.

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Order Tracking

1. How do I track an order?
There are two ways to track an order. The first is by clicking the "Track Orders" link at the top of the website and then typing your order number or web order reference number in the box provided.

If you were registered with the website when you placed your order, you can also sign into your account to view your "Account Information" and track your order. Once you sign in, click "My Account," then click "Order Tracking" from the Orders section. This will show your tracking information for all the orders you have placed under this account.

Please Note: You are able to track orders that were placed both online and over the phone. Tracking information will not appear immediately after placing an order, so please allow a full 24 hours before attempting to track your order. Once you enter your order number, you will be directed to the shipping provider's web site to retrieve tracking information.

Examples of order numbers are: SC12345, SC00012345, WXXXXXXXXX or 914dd67c4e4340438f


2. When will my order that I placed on the weekend ship?
Orders placed on Saturday or Sunday will not be processed until the following business day.

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General Website Questions

1. What is your privacy policy?
To read our privacy policy, please click here.


2. Is it safe to use my credit card online?
Yes, it is completely safe to use your credit card on our website. GEMPLER'S is a safe and secure website. We use two systems to help protect our customers' information. We use Norton Secured Seal. Norton Secured Seal not only encrypts and encodes the data when the "https" appears in the URL, but also verifies that we are a valid business. To view our full Security Assurance details, click here.


3. Why am I not receiving your emails?
Your GEMPLER'S emails will come from gemplers@info.gemplers.com gemplers@cs.gemplers.com. Many times customers do not receive our emails because of spam filters or junk mail filters in their mailboxes. Start by looking through your junk or bulk mail folders until you find an email from GEMPLER'S. Then, add the "from" email address (gemplers@info.gemplers.com) to your contact list or email address book. This will stop them from going into the spam or junk mailboxes. You should only have to do this once.

If you need to modify your subscription status with us, click here. Once there, you can unsubscribe to stop receiving emails, or subscribe to start receiving emails.


4. Why am I receiving multiple order confirmation emails?
You will receive a web order confirmation instantly after placing your order on the web. You will receive another order confirmation once your order has processed. You will receive a shipping confirmation when the order has shipped. You may receive numerous shipping confirmations if your order ships at different times.


5. What is a keycode and where do I enter it online?
Keycodes are found on the back of the catalog or in the “Use keycode” box of postcards and flyers. Entering the keycode will activate any special pricing or free gift offers associated with that mailing.

If you wish to enter a keycode online, you can do it in the Shopping Cart under "Enter Promo / Keycode."
Enter Promo / Keycode

You will also be able to enter a keycode in the "Order Completion/Payment" part of the Checkout Process under "Enter Promo / Keycode."
Enter Promo / Keycode

Enter your keycode in the box and click "Apply."


6. How do I get a free gift or special offer on my catalog, postcard/flyer or email?
To receive the free gift(s) or special offers from GEMPLER'S catalogs, postcards/flyers or email promotions, enter the keycode from that mailing in the "Enter Promo / Keycode" box that is found on the Shopping Cart or during the Checkout Process (see #5 above for more details).

You must also meet the requirements listed in the promotion. For example, spending a certain amount (before shipping/tax) or buying a certain product.


7. Why are the prices different in the cart than on the product page? The following factors will effect the pricing in the cart:

  • Embroidery charges are added in the cart

  • Surcharge for larger sizes are added in the cart

  • Keycode discounts display in the cart

 

8. How long do items remain in my Wish List?
The items will remain in your Wish List until you delete them.

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If you don't find the answer to your question listed above, please call 800-382-8473 or email our customer service group.