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 FAQs General Online Ordering Q: What is Online Ordering? Q: How do I place an order online? Q: Help! I'm logged in and I don't have pricing! Q: What happens when I submit comments with my web order? Q: Why are my orders being sent as quotes? Q: What is a Web Archive #? Q: I am not receiving emails confirming receipt of my web order. Quote Cart / Shopping Cart Q: What is the difference between a Quote Cart and a Shopping Cart? Q: Will items added to my Quote Cart be transferred to my Shopping Cart after logging in? Q: What happens to the items in my Shopping Cart if I get logged out? Q: I am logged in but some of the items in my Shopping Cart say 'GetQuote' instead of listing a price. Account Order History & Package Tracking Q: Can I view Order History for both web and non-web orders? Q: I placed my order on SpiralBinding.com but it does not show up under Order History as a 'web' order. Q: Can I get the shipment tracking info for my orders? Billing & Shipping Addresses for Online Ordering Q: I have edited the address/contact info under My Account > Edit Profile but my billing/shipping addresses do not reflect these changes. Q: How do I add/edit the shipping and billing locations for my online ordering account? Q: My shipping locations have been updated but I still cannot see this reflected when I am trying to complete an order. Username & Password for Online Ordering Q: How do I receive a user name and password to order online? Q: I can't remember my username and password. What should I do? General Web-Site Questions Q: What are the minimum browser requirements to view the site? Q: I get an error. What should I do? General Online Ordering Q: What is Online Ordering? A: Online ordering is a convenient way for customers who have an account with us to order their products quickly and easily. Note: If you do not have an Online Account with SpiralBinding.com please contact your local branch and request to order online. To do so, go to the Contact page and select the option to be 'set up for online ordering with SpiralBinding.com', or go to the Locations page for local branch contact info. Q: How do I place an order online? A: If you are logged in, you may order using your quick form or by browsing our product catalog. When you're finished adding products to your Shopping Cart, you may submit it to Spiral Binding by clicking on the 'Check Out' button in the Shopping Cart. If you are not logged in, you may add products to your Quote Cart by browsing our product catalog. Once you are satisfied with the products that you have in your cart, you may submit it to Spiral Binding by clicking on the 'GetQuote' button in the Quote Cart. If you do not have a username and password to the web site, you may only submit a Quote to Spiral Binding. A sales representative will contact you shortly after you submit the Quote. See 'How do I receive a user name and password to order online?' for instructions on how to begin online ordering. Back to top Q: Help! I'm logged in and I don't have pricing! A: See 'I am logged in but some of the items in my shopping cart say 'GetQuote' instead of listing a price'. Back to top Q: What happens when I submit comments with my web order? A: Any comments will be addressed before actual shipment of products. Back to top Q: Why are my orders being sent as quotes? A: If you have a username and password, you might not be logged into the web site. If you are logged in, the products you've selected may not have pricing. It is also possible that you logged in successfully but have been logged out due to inactivity. Please contact either the Web Services Department by email at webadmin@spiralbinding.com or by telephone at 1-800-631-3572, or your Spiral representative. This issue may be resolved quickly. If you do not have a username and password to the web site, you may only submit a Quote to Spiral Binding. A sales representative will contact you shortly after you submit the Quote. Back to top Q: What is a Web Archive #? A: The Web Archive # is the order number assigned to your Quote or Shopping Cart order. Once your order has been completely processed by our system, it will also be assigned a Sales Order # (i.e. SO123456). An email notification will also be forwarded to you when the Sales Order # has been assigned. Back to top Q: I am not receiving emails confirming receipt of my web order. A: Once your order has been completely processed by our system it will also be assigned a Sales Order # (i.e. SO123456). An email notification will also be forwarded to you when the Sales Order # has been assigned. If you are not receiving confirmation emails containing the contents of your order, please verify the email address under My Account > Edit Profile. If you still have issues, please contact the Web Services Department by email at webadmin@spiralbinding.com or by telephone at 1-800-631-3572. Back to top Quote Cart / Shopping Cart Q: What is the difference between a Quote Cart and a Shopping Cart? A: A Shopping Cart is available to you if you have logged in using your username and password; items added to a Shopping Cart will have prices listed. A Quote Cart is available to you if you have not logged in using a username and password; items added to a Quote Cart will not have prices listed. Upon receiving your Request for Quote, a Spiral representative will contact you shortly. If you do not have a username and password, see 'How do I receive a user name and password to order online?' for instructions on how to begin online ordering. Back to top Q: Will items added to my Quote Cart be transferred to my Shopping Cart after logging in? A: No. When logging in to SpiralBinding.com, items in your Quote Cart will not be transferred to your Shopping Cart. Back to top Q: What happens to the items in my Shopping Cart if I get logged out? A: If you are logged out of SpiralBinding.com for any reason, all your items will be in your Shopping Cart the next time you log back in. Back to top Q: I am logged in but some of the items in my Shopping Cart say 'GetQuote' instead of listing a price. A: An item in your shopping cart that says 'GetQuote' simply means that your custom quick ordering form for online ordering does not have a price in our system. Simply call your Spiral representative giving the Item # that does not have pricing and it can be added to the system almost immediately. You may also process the order and the item(s) without pricing will be assigned pricing when the order is received by Spiral. If you have any concerns, just add a quick note in the Comments field of the order. Back to top Account Order History & Package Tracking Q: Can I view Order History for both web and non-web orders? A: Yes, if you are set up for online ordering. By going to Order History and Tracking under My Account(after you have logged in successfully) you can view order details from Open Orders and Posted Invoices for both web and non-web orders. Orders will be grouped by the User ID (Username) of the person who placed the order and by 'non-web' for all orders not placed through SpiralBinding.com. Back to top Q: I placed my order on SpiralBinding.com but it does not show up under Order History as a 'web' order. A: In an emergency situation when the timeliness of a web order is in jeopardy due to web issues, we will remove the order from the web queue and process it manually to expedite the delivery of the order. If you have any concerns about an issue like this, please contact the Customer Service Department or your Spiral representative. Back to top Q: Can I get the shipment tracking info for my orders? A: Yes, if you are set up for online ordering. In fact, by going to Order History and Tracking under My Account (after you have logged in successfully) you can view order details from Open Orders and Posted Invoices and then click on the button 'Shipping Details' to see the contents of each package. You will also be able to link right to the shipping service's web site for further package tracking if it was shipped by either UPS or FedEx. Back to top Billing & Shipping Addresses for Online Ordering Q: I have edited the address/contact info under My Account > Edit Profile but my billing/shipping addresses do not reflect these changes. A: Editing the contact info under My Account > Edit Profile only changes the contact information of the web user (the person placing the orders, etc.) and not the billing/shipping addresses. See also 'How do I add/edit the shipping and billing locations for my online ordering account?' Back to top Q: How do I add/edit the shipping and billing locations for my online ordering account? A: Any new shipping locations or edits to current shipping locations must be completed by Spiral. Contact your Spiral representative or Customer Service with the shipping/billing information to be added or updated. Once updated by Spiral, it will be viewable immediately online by reloading or refreshing the page you are currently on. Back to top Q: My shipping locations have been updated but I still cannot see this reflected when I am trying to complete an order. A: Once billing/shipping addresses have been updated by Spiral, they will be viewable immediately online by reloading or refreshing the page you are currently on. Back to top Username & Password for Online Ordering Q: How do I receive a user name and password to order online? A: Contact your local branch and request to order online. To do so, go to the Contact page and select the option to be 'set up for online ordering with SpiralBinding.com', or go to the Locations page for local branch contact info. Back to top Q: I can't remember my username and password. What should I do? A: Contact the Web Services Department by email at webadmin@spiralbinding.com or by telephone at 1-800-631-3572 for help in retrieving your username and password. If possible, have your Spiral account # available. Back to top General Web-Site Questions Q: What are the minimum browser requirements to view the site? A: SpiralBinding.com has been tested in Internet Explorer 6 and above and Firefox 1.5 and above. Limited testing was done in Opera 9 and above and Netscape 7.1 and above. Cookies, JavaScript, and Flash must be enabled in order for the site operate functionally. For product manuals, Adobe® Reader® should be installed on your computer. Refer to the links below to download the latest versions of these programs: Download the latest version of your browser: Internet Explorer, Netscape, Firefox, Opera Download the latest version of Flash Player: Flash Player Download Page Download the latest version Adobe® Reader®: Adobe® Reader® Download Page Back to top Q: I get an error. What should I do? A: Make sure you have cookies and JavaScript enabled in your browser. If they are not enabled, enable them and retry what you were doing when you received the error. Otherwise, please contact the Web Services department by email at webadmin@spiralbinding.com or by telephone at 1-800-631-3572. Back to top Adobe®, and Adobe® Reader® are either registered trademarks
or trademarks of Adobe Systems Incorporated in the United States and/or other
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