Customer Service & FAQ

Last Updated: February 21, 2026

We're here to help with your wholesale orders on SupplyLink Marketplace. Browse our FAQ below for quick answers, or contact our team directly for personalized support.

Customer Service

Our support team assists with orders, vendor issues, payments, shipping, returns, claims, and more. Response time: Usually within 1 business day.

Contact Information

How to Get Help Fast

  • Log in → My Orders → Select order → Use "Contact Support" or "File Claim"
  • Include order number, photos (if applicable), and details
  • For urgent issues (e.g., perishable delivery problems), email with "URGENT" in subject

Frequently Asked Questions

What is the minimum order for free shipping? +
Free shipping is our default policy, but each vendor sets their own minimum order amount (typically $100–$500 depending on category, e.g., $200 for food & beverage). Check the product page or vendor profile—it shows "Free Shipping on orders over $X". If your cart meets the threshold, shipping is $0 at checkout.
How does the 7-day payment hold work? +
To protect buyers and vendors (especially with perishables), we hold funds for 7 calendar days after delivery confirmation. This allows inspection and claims. No issues? Funds auto-release to vendor. Valid claim? We refund you quickly during hold.
What payment methods do you accept? +
Via Stripe: Credit/Debit Cards (Visa, Mastercard, Amex, Discover) and ACH Direct Debit (bank transfer – lower fees, great for bulk). ACH processes in 2–5 days. See our Payment Methods page for details.
Can I return perishable items (food, beverages)? +
Perishables are generally non-returnable after delivery due to food safety regulations. However, if damaged/defective/wrong upon arrival, report within 24–48 hours with photos for refund/replacement under Buyer Protection.
How do I file a claim or dispute? +
Go to My Orders → Select order → "File Claim". Provide photos, details, and reason (within 7 days). We review with vendor (1–3 days). Approved claims get refund/replacement during hold period. See Buyer Protection.
Do vendors have their own policies? +
Yes—each vendor may have additional rules (e.g., stricter returns). Platform policies set the minimum standard; check product/vendor page for specifics.
What if my order is delayed or lost? +
Track via provided number in My Orders. Delays happen (weather/carrier issues). If lost, contact vendor first, then us—we coordinate refund/replacement under Buyer Protection.
Is international shipping available? +
Currently US domestic only (continental + AK/HI with possible surcharges). Expanding soon—email us if interested in updates.

Didn't find your answer? Email us anytime!

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