Frequently Asked Questions

The Customer Care Team at Guy Brown Office Direct is ready to assist you. Contact us by phone at 877-521-0300, Monday through Friday between the hours of 7:00AM – 7:00PM central time. Or drop us a line by email at: kEncEmaildvtupnfsdbsfAhvzcspxo/dpn. Our most frequently asked questions are listed below for your convenience. We welcome your inquiry anytime.

User Profiles and Passwords

A: If you have forgotten your user name, please contact Guy Brown Customer Care by email or by calling 877-521-0300, 7:00AM - 7:00PM CST. Depending on your account settings, we offer self service management of your password, name, credit card and other settings from the My Profile page.
A: We offer self service password management. If your username is an email address, you can request a new password by going to the login page, follow the instructions at the bottom of the page "Lost Your Password?" You can also contact Customer Care by calling 877-521-0300, 7:00AM - 7:00PM CST. Depending on your account settings, we offer self service management of your password, email address, name, credit card and other settings from your My Profile page.
A: We offer self service password management. You can update your password by going to the My Account page and then click the My Profile link. You can modify your password at the bottom of this page. Depending on your account settings, you are able to update your email address, name, credit card and other settings from the My Profile page.
A: In most cases, addresses associated with your account can be added or modified only by contacting Guy Brown Customer Care by email at Customer Care or by calling Customer Care directly: 877-521-0300, 7:00AM - 7:00PM CST. Address management and related settings are determined at the time of your account set up. We can easily make changes for you. Just drop us a line.

A: A: To delete or update an address, please contact Guy Brown Customer Service by emailing Customer Care or calling 877-521-0300.

Products

A: A: The Special Item flag means that the item is non-stocked, non-refundable, and non-returnable. An item with a Special Item flag can also take an extended amount of time to receive. Delivery times vary by item.

A: Please contact Guy Brown Customer Service by emailing Customer Care or calling 877-521-0300 and provide the item number for which you need an SDS.

Returns

A: Guy Brown is committed to providing you with World Class customer service, and we understand that on occasion you will receive an item that may need to be returned. In an effort to make your return/credit experience as seamless as possible, we are providing the following guidelines:

Guy Brown will accept Returned Goods only with a Returned Merchandise Authorization (RMA) issued by Guy Brown. RMA numbers will be issued upon request by Guy Brown Customer Service, and may be requested by contacting customercare@guybrown.com or calling 877-521-0300.
  • The customer must send all returns accompanied by a vendor issued Return Authorization that will be supplied by Guy Brown Customer Service.
  • All returned products must be in the original manufacturers’ shipping cartons, complete with all packing and associated materials.
  • Returns will not be accepted for any product that is designated as a “Non-Returnable Item.” This product status is indicated clearly in product descriptions.
  • Printer supplies that have been opened with the seal broken cannot be accepted for credit.
  • RMAs issued by Guy Brown to correct a Guy Brown error, or as covered under product Warranty Policy will be provided along with a return shipping label.

The customer must request a Return Authorization from Guy Brown within the following time frames:

  • 30 days from date of invoice for returns due to customer error (such as ordering the wrong item); merchandise must be in re-saleable condition.
  • 30 days from date of invoice for any defective merchandise.
  • 10 days from date of invoice for any concealed damage or concealed warehouse errors (such as shipping the wrong product or shortages).
  • 5 days from date of invoice for all visible damage and visible warehouse errors.
  • Guy Brown will accept print cartridges and toner items that are unopened and in re-sellable condition for 90 days from the date of delivery.
  • Guy Brown will accept returns of defective or damaged cartridges for 1 year from date of delivery.

Returns outside of the policy as stated may incur a 15% restocking fee. Returns for customer’s convenience may incur a 15% restocking fee. During issuance of a Return Authorization, all returns will be verified against all purchase history. Products shipped to us that are not eligible for return will be returned to the customer, freight collect. Remember, all returns require a Returned Materials Authorization (RMA). Just contact Guy Brown Customer Service either by emailing Customer Care or calling 877-521-0300 and we will be happy to assist you.

A: We do not accept returns of items that have the Special Item flag, or items outside of the return policy guidelines.

Orders

A: Please contact Guy Brown Customer Service by emailing Customer Care or calling 877-521-0300 to change your shipping address.
A: In most instances, we are unable to cancel orders placed online, however please contact Customer Service by calling 877-521-0300 to verify.
A: Unfortunately, after submitting an order we are unable to add to it. Please place a new order for the additional items using your standard ordering methods.
A: An email confirmation will be sent after your order has been submitted online. If you have not received your confirmation, please check your spam for an email coming from customercare@guybrown.com.
A: You can find your invoice(s) online on the My Account page or Customer Dashboard page.

 

Delivery and Shipping

A: Our standard delivery time is within 1-3 business days.
A: We do not offer shipping to a PO Box.
A: We do not offer overnight delivery at point of checkout, In some cases expedited shipping options are available by contacting Customer Service at 844-838-1200. If available, expedited shipping must be requested by 12:00 Noon EST in order to process your order.
A: Our ground shipping is free of charge. If you would like to expedite your order please contact Customer Service at 844-838-1200. At that time, you can provide your FedEx or UPS account number for shipping.
A: Ground shipping is free of charge.

Guy Brown Contact Information

A: Our corporate mailing address is:
Guy Brown
7111 Commerce Way
Brentwood, TN 37027
A: Our corporate mailing address is:
Guy Brown
P.O. Box 306156
Nashville, TN 37230
A: Our Customer Service hours are Monday through Friday 7:00AM – 7:00PM central time.
A: Please email our Tax Department to provide your tax-exempt # if we do not already have it on file.
A: Guy Brown’s DUNs # is 03-299-1460.


Still Have Questions? Use the Form Below to Contact Us

Complete the form below with your comments and questions. For help with questions related to ordering, billing and accounts choose Customer Care, For technical issues or problems with the website choose Webmaster. We typically respond to inquires within one business day. We welcome your inquiry.

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