FAQs

Ted Thorsen has a team of Experienced Product Specialists with an average of more then 20 years of material handling expertise. We realize your time is valuable, and we make every effort to quickly connect you with a specialist to assist you promptly: 1-800-233-8358.

All online orders must be paid by credit card.


Q: What is Ted Thorsen's return policy?

A: Returned merchandise maybe subject to restocking charges (5%-25%). Custom fabricated or modified merchandise is not returnable. Not all standard items are returnable. If you have questions about the returnability of a product, call our team today. The customer is responsible for delivery shipping costs, return shipping costs, and minimum order surcharge (if applicable).

Q: Why should I set up an account?

A: Once you¹ve set up an account, you can shop at TedThorsen.com faster and easier. Your account will securely store your billing and shipping information, including any additional shipping addresses. This information will appear automatically where needed during the purchase and checkout process. You won't have to retype it each time you make a purchase.

Q: I have never shopped TedThorsen.com. What do I do?

A: If you are new to our e-store, or if you have any questions and would like assistance, please call us at 800-233-8358 or 570-706-2675, and we would be happy to guide you through the account set-up process and help you find the right products for your needs.

Q: What is my billing information?

A: When prompted for billing information, please provide the address used for your payment method (or, where the bill or invoice should be sent). You will be asked to provide shipping information separately.

Q: What types of payment do you accept?

A: We accept Visa, Discover, MasterCard, and American Express credit and debit cards. Payment in advance, wire transfers, and checks are also accepted, though they must be coordinated with our sales team (call 1-800-233-8358 to place your order). Additionally, if you have established credit with Ted Thorsen, you may place orders through the "Request a Quote" feature.

Q: What is my login information?

A: TedThorsen.com recognizes you by your login name. We recommend that you choose an easy-to-remember login name such as your e-mail address. Choose a password combination made up of letters and numbers that others are unlikely to guess. Make sure you write down your login name and password and store them in a safe place where you can find them later. The autologin feature lets you shop online faster and easier. You won't have to type your name and password each time you enter the site. If you share your computer with others, you may want to log in manually each time to prevent unauthorized use of your account.

Q: How do I update my profile?

A: Click on the "Your Account" button to take you to your account information page. You can edit your account information, including name, address, billing, shipping, and payment preferences at any time. Please make sure your profile information is correct, so we can process your payment properly and guarantee your orders will arrive at your desired location.

Q: I am an existing phone or fax customer. How do I shop online?

A: You will need to establish an online account (which will link to your existing account). If this is your first time shopping with us online, but you are an existing phone or fax customer, please call us at 800-233-8358 or 570-706-2675 to get your online customer number and information. Please note: This additional step to set up your account online is only a one time inconvenience.

Q: Can I check to see if a product is in stock or check the status of an order?

A: To check for in-stock products or order status, you can email us at info@tedthorsen.com or call us at our toll-free number (800-233-8358 or 570-706-2675) or fax us at 570-706-2699. One of our knowledgeable representatives will be happy to assist you.

Q: How do I establish credit with Ted Thorsen?

A: An account will be established when you place your first order with Ted Thorsen. Open account terms of Net 30 Days after shipment are extended to firms listed and satisfactorily rated by Dun and Bradstreet. If your company is not rated with D&B, please provide us with the name and address of your bank plus two credit references. To expedite your first order, please feel free to use one of the following credit cards: MasterCard, VISA, or American Express.

Q: How do I search for a product?

A: Use the search bar at the top of the TedThorsen.com to search for a product SKU, keywords, name, or description. If you're unable to find what you're looking for, please call our team at 800-233-8358 or 570-706-2675, or e-mail us at: info@tedthorsen.com.

Q: How do I contact Ted Thorsen?

If you have product application questions, need a special or customized product, have questions about your order, want to return merchandise, or have a freight claim problem, just call us at 800-233-8358 or 570-706-2675, or e-mail us at: info@tedthorsen.com for immediate assistance.

Q: How do I request a quote?

A: If you need a written quote, you are invited to fill out our online quote request form. To speak with our product specialists, please call 800-233-8358 or 570-706-2675, fax us at 570-706-2699, or e-mail info@tedthorsen.com. We'll respond promptly with pricing and shipping information. 

Q: Do you offer special pricing or discounts?

A: Many of the products on our online store feature bulk pricing. Additionally, Ted Thorsen may be able to offer special volume discounts for large orders. Call, fax, or e-mail us for information: Call 800-233-8358 or 570-706-2675, fax 570-706-2699, or e-mail info@tedthorsen.com.

Q: What if I need a different color or size than what is listed in the online catalog?

A: Ted Thorsen has a dedicated and knowledgeable sales team who are available to assist you when you are searching for products that are not online, including custom products. Our team is also happy to answer specific questions you may have about our more technical products. Call, fax, or e-mail us for information: Call 800-233-8358 or 570-706-2675, fax 570-706-2699, or e-mail: info@tedthorsen.com.

Q: Can you send a sample?

A: Whenever possible we will gladly send samples for your testing and evaluation. Simply submit our online sample request form, or call or fax, and explain your requirements. We will respond promptly. Samples are normally made available on a 21-30 day trial with all freight or shipping charges in both directions being the customer's responsibility. If you decide not to keep your samples, they are expected back promptly; freight prepaid, and properly packaged, less minimal wear and tear. Otherwise, you will be billed accordingly for all items that you keep, including freight. To return a sample, you must contact a Ted Thorsen representative for return instructions. Your complete satisfaction is important to us. We will cooperate in every way possible to match your exact needs with one of our thousands of available products; from stock or non-stock sources.

Q: How long has Ted Thorsen been in business?

A: Since 1953, from its beginnings in Boston and New York to its current Pennsylvania location, Ted Thorsen's markets include government, education, and health care as well as its traditional distribution, apparel, and manufacturing base. The company is well known for comprehensive customer service and the ability to offer the right product at the right price.

Q: What is your Federal ID number?

A: 20-8262076

Q: What is your remit to address?

A: Ted Thorsen Material Handling Inc.
A Division of Reusable Transport Packaging
111 2nd. Avenue NE, Suite 802
Saint Petersburg, FL 33701

Q: How do I use the shopping cart?

A: Use your online shopping cart to gather the products you want to purchase. It will automatically keep track of the number of items you've selected and how much those items cost. You can change the quantities of items in your shopping cart by changing the number in the column labeled "Quantity" within the checkout screen. Press the "Remove" button to take an item out of your shopping cart. After you have made changes to the item quantities in (or have removed items from) your shopping cart, press the "Update" button to get a new cart subtotal. After reviewing your shopping cart contents and making sure everything is correct, you can continue to shop or begin the checkout process.

Q: How do I review my shopping cart?

A: Confirm your purchasing and delivery method and click the "Continue" button. On the next page you'll be prompted to confirm your billing, shipping, and payment methods.

Q: How do I check out?

A: Check out is a simple process:

  • Step 1: Enter the quantity of the item you wish to purchase, and click the "Add" button.
  • Step 2: Select a ship-to address or create a new one if needed.
  • Step 3: Click the "OK" button to confirm your ship-to address. A note will appear at the top of the screen page confirming the item number ordered.
  • Step 4: Click one of the "View Order" buttons located at the top or bottom of the screen page.
  • Step 5: Your current order will appear; including estimated shipping and handling charges.
  • Step 6: Indicate your pay-by method, PO number & attention name (if applicable), and any special shipping instructions.
  • Step 7: Click the "Verify Order" button.
  • Step 8: Review order for accuracy and click "Place Order" button. You're finished!
Q: What if I have different billing and shipping addresses, or multiple shipping addresses?

A: Are your billing and shipping addresses the same? If so, click the appropriate box. If your shipping address is different, fill out all requested information. You may use alternate addresses to have orders shipped to other places, such as branch offices. Note: A shipping address cannot be a P.O. box number.

Q: How will I be billed for shipping?

A: Unless otherwise specified, Ted Thorsen will use their preferred carrier with the best available discount, including UPS and Fed-Ex, and charge accordingly. If you have a designated or preferred carrier, you must specify at time of order entry. Your freight charges will be billed upon shipment. If you have any questions, please call 800-233-8358 or 570-706-2675, fax 570-706-2699, or e-mail info@tedthorsen.com.

Q: Do your prices include freight costs?

A: All prices in the Ted Thorsen catalog reflect buyer's net cost in U.S. currency. The prices do not include freight, applicable federal, state, and local taxes, charges and duties, or special crating requirements for export shipment. Buyer shall pay all such costs, taxes, charges, and duties. Prices, colors, and specifications are subject to change without notice.

Q: What do I do if I have billing or accounting questions?

A: If you have questions concerning an invoice, freight charges, credit memo, etc., please call our Accounting Department at 800-233-8358, ext. 217.

Q: What is your policy on damaged shipments?

A: Buyers should thoroughly inspect all items for shipping damage before accepting delivery. If damage has occurred, buyers should note the extent of the damage on the freight bill at time of delivery and call Ted Thorsen and the carrier immediately. It is the customer's responsibility to inspect all merchandise upon receipt and sign the delivery with damages noted. If damage is not noted, Ted Thorsen, the shipping factory, and carrier are absolved of any and all responsibility.

Q: Do you charge sales tax?

A: Anything that is shipped to Pennsylvania, California, or Florida will be charged applicable sales tax.