Frequently Asked Questions

Below is a list of several frequently asked questions. If for some reason you haven’t found the answer to your question, please give us a call (630) 629-6600 and we will be happy to assist you.

Q: What are Cary’s receiving hours?

A: 7:00AM-12:00PM (Partial & Full Truckloads by appointment ONLY!)

Q: What are Cary’s shipping hours?

A: 8:00AM-4:30PM

Q: How late can I pick up?

A: Our shipping department closes at 4:30PM.

Q: Can I order online?

A: In 2013 we launched www.TheCaryStore.com to allow online ordering. If you can not find a product you normally purchase, let us know and we can add it to the Store.

Q: What is your return policy?

A: The Cary Company will accept returns of defective products, most unused products, and *damaged products. Certain products (such as made to order items) are non-returnable. Returns are assessed on an individual basis, and may be subject to restock and handling fees. For more information, please visit our Terms and Conditions page. Please contact us if you have any questions.

Q: Who is my salesman and how do I contact them?

A: To find out your salesman of raw materials contact Judi Travilla, and she will be happy to assist you, or go to our Territories page and click on the state you are located.

Q: Can I ship Cary material with other vendor material that is stocked at Cary Co.?

A: Yes, it is quite often that customers will order both Cary material & other vendor material and have them ship together to reduce shipping costs.

Q: Does Cary Truck deliver to my area?

A: Cary Trucks will deliver within a 100 mile radius of Chicago.

Q: How do I get directions to your facility?

A: Click Here.

Q: I have a question regarding CLR, who can help?

A: Check out our CLR FAQ page with answers to the most common questions relating to CLR?

Q: How do I determine the best method for shipping?

Shipping


My Account


Payment


Returns


Miscellaneous


Shipping

Can I use my shipping account? Yes! Please provide your account number and carrier in the shipping and handling instructions section during check out. You will still need to select a method of delivery and process your payment. The order confirmation will show a shipping charge, but that shipping fee will be waived from your order. A customer service representative will provide you with an updated confirmation.


Can I pick up my order? Yes! Simply click “View Alternate Shipping Methods” and select “Pick-Up at The Cary Co.” from the drop down menu. A customer service representative will contact you to schedule a pick-up time. Please note, sales tax may apply to your order.


Can I ship my order to multiple locations? At this time, The Cary Store can only ship to one location per order.


Why can’t I see my shipping rates? Shipping estimates are provided during check out. After payment and order information has been entered, you can proceed to the next screen where your shipping estimates will be available. You will have a chance to review your order before completion.


Can I ship to my home address? Yes! Please note if you are shipping with a LTL (Less Than Truckload) carrier please checkmark “Residential Delivery”. If you require a lift gate please check that option as well.


If an item/multiple items are backordered, can I ship partial? Partial shipments are addressed on an individual basis. A customer service representative will contact you if your order is eligible for partial shipment.


Can I ship internationally? The Cary Store online ordering platform is only set up to ship within the United States. For international shipments please contact us at (630) 376-2400 or sales@thecarycompany.com, and we will be happy to process your order.


When will my items get here? This can vary. It will depend on if your order is in stock and your ship-to location. For the most up-to-date information on your order status, please contact us.


Where is my order shipping from? Most orders ship out of our main warehouse in Addison, IL. We do have other warehouse locations. Where your order is coming from will depend on the products.


My Account

I can’t remember my Log In information, what do I do? Please contact us with your company name and any past order information. We’ll be able to look up your Log in information or try our existing customer page.


I’m a current customer with The Cary Company. Can I use my existing terms and pricing in The Cary Store? Yes! If you are a current customer of The Cary Company, we can link your current special pricing and payment terms to your Cary Store account. Log on to our existing customer page.


Payment

Is there a minimum order total? Yes. Our minimum order requirement is $35.00, before shipping and taxes (when applicable).


What forms of payment do you take? We accept all major credit cards. If you are a current customer of The Cary Company, we can create a Cary Store account for you with your existing payment terms. Pleasecontact us so that we can link your Cary Store account to your Cary Company account.


I have special pricing, can I still order through The Cary Store? Yes. Please give us a call so that we can link your Cary Store account to your Cary Company account. Not only will you be able to access your special pricing, you will also be able to use your preferred payment terms for your Cary Store orders.


I have a tax exempt number, where do I put it? Please complete your order and send a copy of your tax exemption letter to The Cary Company, either by fax or to orders@thecarycompany.com. Please reference the name of your business or order number.


Returns

What is your Return Policy? The Cary Company will accept returns of defective products, most unused products, and damaged products. Certain products (such as made to order items) are non-returnable. Returns are assessed on an individual basis, and may be subject to restock and handling fees. For more information, please visit our Terms and Conditions page. Please contact us if you have any questions.


Miscellaneous

What if there is a problem with my order? The best way to resolve any issue is to call us directly. We will be happy to assist you.


Where are you located? Our main warehouse and office are located in Addison, IL.


Why isn’t anyone answering my Cary Store Chat? The Cary Store Chat operates between 8:00am and 5:00pm CST, Monday through Friday. If a representative is unavailable, please leave a message and we will get back to you within the next business day.


I need a product spec sheet, how do I get it? Most spec sheets are visible under the product pictures. If you do not see a product spec sheet please contact a customer service representative with the product number.


The product I am looking for isn’t on the Cary Store. Can you get it for me? We are able to source most packaging, tools, equipment and filtration products that are not available on The Cary Store. Some products may also have customization options. Please contact us for more information.


Does this come with caps/lids? A majority of our containers do not include caps and lids. This allows you to select a cap/lid that best suits your application. Some items will have caps/lids included, and they will be clearly marked in the product description. Please read all product descriptions carefully.


Do I need to create an account to place an order? Yes. For more information on how to set up an account, please view our video on The Cary Store Experience


Do you offer coupons? Unfortunately, we are not offering coupons at this time.


How do I change, cancel, or duplicate my order? For any changes to orders, you’ll need to contact a customer service representative as soon as possible. You can do this by calling us at (630) 376-2400 or by contacting orders@thecarycompany.com. Please reference your order number.


Are all items on your website in stock? For the most up-to-date stock information, please contact us.


Can we request samples from the Cary Store? To request a sample, please visit our sample page for more information.


If you have a question that isn’t answered here, don’t hesitate to contact us via phone: (630) 376-2400 or sales@thecarycompany.com