Website FAQs

Account Access & Sign In

How do I create an account?

Creating an account is easy! From the Sign-In page, click the Request Account button OR click the Request a Web Account link found under the Customer Service heading in the footer. Either method will take you to a page that will walk you through the steps required to open a First Supply customer account and/or a First Supply web account.

Watch a short video demonstrating how to open an account

How does my Quick Dashboard work and where do I find it?

Your Quick Dashboard gives you a fast way to access and reference account information. You can select a fulfillment method (Delivery or Pick Up), view saved lists, check on open orders and access invoice information. The linked headings that make up your Quick Dashboard display under the main navigation bar when you are signed into your account.

Watch a short video showing the features of your Quick Dashboard

What if I forgot my password?

Click the ‘Forgot Password?’link under the Password box on the Sign-In page. After clicking the link, enter your username and the email address attached to your account. This will trigger an email that will allow you to set a new password for your account.

Forgot password

How do I change the information on My Account?

Navigate to My Account and locate the User Profile tile. You can edit information saved in your profile including your email address. NOTE: If you need to change your name, please contact your local First Supply branch.

Watch a short video demonstrating how to change your My Account information

Why can’t I find my order when I search in Order History?

Make sure you include your entire order number when searching, including the suffix. Example: search for 123456-01, instead of 123456

Watch a short video about Order History and how it works

Product Search & Information

How do I search for a product?

You can search by Item #, Manufacturer, Manufacturer #, UPC or keywords that describe the item in the search bar. Another way to find products is by using the Shop Products dropdown in the navigation bar at the top of the website. When you click on a category name, you can drill down until you reach the lowest level category, allowing you to shop for and choose products.

Watch a short video demonstrating how to search for products

How do I make my searches more effective?

If you don’t get the results you were expecting, adjust your search terms. Be sure to use full words vs. abbreviations (copper vs. cop) and  modify spacing between measurements (If 18x8 didn’t work, try 18 x 8). When searching for sizes, use measurement abbreviations instead of a special character (for example: try 1 in instead of 1").

My search delivered too many results. Can I see fewer products?

Find the Filter menu on the left side of the page and click the appropriate filter boxes to narrow your results.

For example: 1-1/2 PVC Elbow delivers too many results, so instead it’s better to search PVC Elbow and use left nav to filter the results (nominal size = 1-1/2).

Fewer search results

How do I know if something is in stock?

If a product is In Stock, you’ll see the number available at the Local Warehouse set in your Quick Dashboard. You can also click the View Availability by Warehouse link to see how many are available at other warehouse locations.

Product stock

Can I compare multiple products?

Yes, you can compare up to six products. Select products by clicking Compare check box on the product page. This will add products to the compare tray at the bottom of your screen. When you’re done selecting products for comparison, click the Compare button.

Watch a short video demonstrating the Product Compare function

Order Information

How do I change my shipping option?

Order Pick Up: Choose Pick Up Instead of Delivery

Want to pick your order up instead of having it delivered? Your account will default to the DELIVERY option, but you can easily select PICK UP. This can be done using one of two methods.

1 When you sign into your account, you will be offered two Fulfillment Method options. The selection circle next to the Delivery option is filled by default. If you want to pick your order up, click the selection circle next to the Pick Up option.

Fulfillment Method options

2 If you didn’t select Pick Up when you first signed in, it’s still easy to choose that option. At the top of the page (under the search bar), you’ll see a heading that says DELIVERY METHOD by default.

Delivery Method in Quick Dashboard

To change that option, click the blue address link. This will trigger a pop-up box allowing you to click the selection circle in front of the word Pick Up.

Delivery vs Pick Up pop-up

When you click Pick Up, a First Supply location will appear. If that address works, you can click the X to close the pop-up box, or click the word Change to select from a list of First Supply locations.

Order Delivery: Choose First Supply Truck or Standard Ground

During checkout, on the Payment page you can select your Shipping Service. Your choices are: First Supply Truck or Standard Ground.

Change shipping option

Can I place an order without creating an account?

No, you cannot place an order without a web account. You need a web account to see prices, check inventory and to place items in your cart.

Watch a short video demonstrating how to open an account

My order won’t go through because an email address is required, but my account doesn’t have an email address attached. What do I do?

In the dropdown under Shipping Address, select the option for Ship to One-Time Address. At this point you can enter the information required to continue. To add an email address to your account for future orders, please contact your local First Supply branch.

Ship to one-time address

My order won’t go through because the phone number attached to my account is no longer valid. What do I do?

In the dropdown under Shipping Address, select the option for Ship to One-Time Address. At this point you can enter the information required to continue. To add a valid phone number to your account for future orders, please contact your local First Supply branch.

Ship to one-time address

Why can’t I see tax and shipping charges during checkout?

Tax charges will appear on your order confirmation email. Shipping charges are not calculated until your order has been shipped and invoiced.

Tax charges

How can I view the status of my order?

Navigate to My Account and locate Order History within the Orders tile. Order History will show the status of each of your orders.

Order status

How do I cancel an order?

Please call your local First Supply branch if you need to cancel an order.

How can I make a return?

To initiate a return, navigate to My Account and locate Order History within the Orders tile. If an order has a status of shipped, invoiced or paid, clicking into the Order Details page will show a Request for Return button. Click the Request for Return button and follow the steps provided to initiate a return.

Order history

Order list

Product return

Payment Information

What forms of payment do you accept?

First Supply offers Payment Terms to qualified customers. Credit cards aren’t accepted at this time.

Request a First Supply Customer Account

How can I obtain an invoice?

Once you are signed into your web account, use the quick dashboard to access Billtrust.

Obtain an invoice

Shipping Information

If I need a ship-to address that is not listed in my ship-to selections, what do I do?

You can select Ship to One-Time address under the Shipping Information dropdown on the Billing & Shipping page. If you need a ship-to added to your account, please call your local First Supply branch.

Ship to one-time address

Can I ship to different addresses?

Shipments can be sent to any Billing & Shipping address that is saved to your account. If you have multiple addresses saved, you’ll be able to choose one from the address dropdown. If you need an additional address saved to your account, please contact your local First Supply branch. To add a temporary shipping address click Ship to One-Time address under the Shipping Information dropdown on the Billing & Shipping page.

Ship to different addresses

How can I track my order?

Please call your local First Supply branch for order tracking information.

Why can’t I see tax and shipping charges during checkout?

Tax charges will appear on your order confirmation email. Shipping charges are not calculated until your order has been shipped and invoiced.

Tax charges

How do I change my shipping option?

Order Pick Up: Choose Pick Up Instead of Delivery

Want to pick your order up instead of having it delivered? Your account will default to the DELIVERY option, but you can easily select PICK UP. This can be done using one of two methods.

1 When you sign into your account, you will be offered two Fulfillment Method options. The selection circle next to the Delivery option is filled by default. If you want to pick your order up, click the selection circle next to the Pick Up option.

Fulfillment Method options

2 If you didn’t select Pick Up when you first signed in, it’s still easy to choose that option. At the top of the page (under the search bar), you’ll see a heading that says DELIVERY METHOD by default.

Delivery Method in Quick Dashboard

To change that option, click the blue address link. This will trigger a pop-up box allowing you to click the selection circle in front of the word Pick Up.

Delivery vs Pick Up pop-up

When you click Pick Up, a First Supply location will appear. If that address works, you can click the X to close the pop-up box, or click the word Change to select from a list of First Supply locations.

Order Delivery: Choose First Supply Truck or Standard Ground

During checkout, on the Payment page you can select your Shipping Service. Your choices are: First Supply Truck or Standard Ground.

Change shipping option

General Website Questions

I can’t find the item I am looking for.

While our search is very intuitive there may be times it does not retrieve results. If this is the case, please contact your local First Supply branch for assistance.

Watch a short video demonstrating how to search for products

How long will an order remain in my cart?

Items will remain in your cart for 90 days or until you check out.

If I start an order on my phone, can I add to or complete the order on a different device?

Yes, your orders are accessible from any supported device you sign into. Supported devices include tablets, laptops, desktop computers and smart phones.

Supported devices

How can I email my cart?

The best way to email your cart is to save it as a list by clicking Add All to List. After your items have been converted to a list, navigate to My Account and locate the My Lists tile. Click the appropriate list and Email.

Watch a short video demonstrating how to share a list

Can I chat with a Customer Service Representative via the website?

No, live chat is not available at this time.