Orders And Returns FAQs

There are three scenarios to set up an account: 

Existing MSC Industrial Supply account: If you have previously placed an order with MSC Industrial Supply (by telephone, fax or online, etc.), your account already exists. You can locate that account by clicking on the Register link found at the top tight of any page on the MSC website, then click the yes radio button that states you have an existing account. Then enter your MSC Industrial Supply account number, email address and billing address zip code. Select the Locate Account button. 

Previously registered users: Simply click on the Sign in link at the top right of any page on the MSC website. Enter your username and password, and then click on the Login button. If you have forgotten your username or password, there are tools on the login page that will allow you to retrieve and reset them. 

Customers who are new to the website and MSC Industrial Supply: Click the Register link at the top of any page on the MSC website, then enter the required information when prompted. 

If you’d prefer to use Guest checkout and at the end of your checkout process decide to create an account, you can do so at that time.

Yes, you can change your username after login by clicking on Manage preferences link from under the My Account Settings section.

A new ship-to can be added from the Account screen by clicking on Shipping addresses, then the add a new address button and entering the required information, or by calling Customer Care at 1-800-645-7270. 

To edit bill-to information log in to mscdirect.com and click Billing Information from under the My Account Settings, then navigate to the Change Your Billing Address link. Fill in the required information and save. Or call Customer Care at 1-800-645-7270. 

To make a bill-to or ship-to tax exempt, a tax-exempt certificate must be faxed to our Tax Department at 1-800-753-7959 or emailed to tax@mscdirect.com. Be sure to include your account number if available.

To make an item on your tax-exempt order taxable, simply answer the “tax-exempt” question for the respective line item from your shopping cart. The order must be placed using a tax-exempt shipping address.

To obtain a tax credit after a purchase, please contact Customer Care at 1-800-645-7270. A copy of your tax exemption certificate is required.

If someone leaves the company, the Administrator of your mscdirect.com account should deactivate the user on the account. Each registrant can view who has administrative rights and roles of users by clicking the Submitted Carts link from under the My Shopping Options menu from the left navigation, then Order Approval Setting button. If you are unable to contact your Administrator, call Customer Care at 1-800-645-7270.

We streamlined mscdirect.com and incorporated express checkout into one convenient way to checkout.

Defaults can be set up under Manage Preferences under the My Account Settings section and can be applied to PO numbers, Attention To, Ship Order Number, Payment options and Consolidation of your orders. 

Credit card numbers are secure because mscdirect.com uses 128-bit encryption while transmitting secure information, ensuring the highest level of security. 

Credit card information is protected using secure socket layer (SSL) for the encryption of transactions. During transmission, it encrypts all your personal information, including credit card number, name and address so that it cannot be deciphered by anyone except the account holder.

To add a credit card to the account, log in and from the Account screen, select Billing Information from under the heading My Account Settings. Then select the Add a New Credit Card button to store your credit card information. During creation you can also set this as your default payment method for checkout.

Yes, all credit card information can be edited with the exception of the card number. For security purposes we do not allow card number changes. It is recommended that any old credit card number be deleted and a new card number entered.

Credit card numbers can be deleted by selecting Billing Information from the Account screen and clicking on Delete Credit Card next to the card you want to remove.

Other contacts do not have the ability to see your cards unless you have selected the share credit card option. If it is a company level shared credit card, all users will be able to see only the last 4 digits of the credit card number(s).

To set a credit card as the default, go to the Account screen and select Billing Information. Click on Set as Default Payment Option next to the credit card you want as your default.

For security purposes, MSC Industrial Supply associates only have access to the card type, last four digits and expiration date of credit cards.

The option to store credit card information is available on the website from the Billing Information section from the Account screen.

There is no limitation on the number of credit cards that can be stored.

A company credit card is a card that all contacts in the company have access to. In the Credit Card section of the Billing Information page, the credit card will be displayed as Shared: Yes.

Yes, all users see the company credit card, but only the last four digits.

Companies that contract for additional services with credit card providers may utilize this feature to provide enhanced reporting capabilities of their buying history. If your company utilizes these additional features, your company will provide reference or account numbers to utilize.

Reference numbers can be created from the Account screen by selecting Billing Information in the left navigation. From the Billing Information page, scroll down to the Manage Reference Numbers section. Once created, a single reference number can be set as a default reference number by the user.

Yes, reference numbers can be edited on the Billing Information section of the My Account screen.

Yes, reference numbers or credit card numbers will print on paperwork. However, for security purposes they will show the type of card and last 4 digits only.

The maximum amount of characters on a reference number is 17 and the reference number description is 40 characters.

The following credit cards are accepted for payment: American Express, Discover, MasterCard and Visa. We also accept procurement cards.

Yes, the payment screen is part of the checkout process. However, any information that you set up on the Billing Information page of the My Account section will automatically default during the checkout process. You will have the ability to edit any of the defaults during checkout.

A free app that makes maintaining stock levels and order replenishment even quicker and easier by enabling you to place orders conveniently from your mobile device.

• Make orders any time with 24/7 access.

• Flexible replenishment cycles reduce inventory requirements and paperwork.

• Use in remote stocking locations.

The MSC ControlPoint app can be downloaded from the iPhone App and the Google Play stores. If you have questions, you can contact MSC eCommerce Techs at 1-800-753-7970.

We support Android 6.0 and above and Apple 10.0 and above.

Yes, but in order to find it in the Apple App store, you may need to toggle (or use the drop-down) to select iPhone Apps when searching for it on an iPad.

All users can click on the Create an Account section of the app and you will be directed to mscdirect.com to register for the ControlPoint app.

Simply click on the forgot username or password section on the app and you will be directed to mscdirect.com to retrieve your user name or reset your password.

Yes, the ControlPoint app can be used on multiple mobile devices.

To request labels from the ControlPoint app, select Settings, then click on Order CMI Labels.

The quantity will automatically appear as “1” when an item is scanned. If you hold the scanner over the item bar code, it will incrementally increase the quantity until you remove the scanner from the bar coding. You can also update the quantity from the scan screen, and again from the cart. Any minimum order or package quantity updates will be applied in the cart.

Yes, at this time, the legacy CMI scanners will still be supported by the mscdirect.com website.

Yes, easily search by keyword or part number for MSC products, as well as brand, manufacturer part number, competitor number and UPC.

Direct ship orders and Hazardous items can be placed in the cart from the ControlPoint app and then sent to the web to be checked out from mscdirect.com. Cut-to-Length items cannot be ordered on the app at this time.

Yes, SDSs are available in the ControlPoint App and can be accessed through the product detail page. To get to the product detail page, tap the item and scroll to view the Safety Data Sheet.

No, PRO part numbers will not be supported by the current ControlPoint app.

The ControlPoint app does not support share cart functionality. However, when you send the cart to the web, you can create a shared List from the existing cart.

Order Approval functionality is not directly on the app; however, you send the cart to mscdirect.com where Order Approval functionality adheres to the current Order Approval setup.

Credit cards are added via mscdirect.com. Once the order is placed through the ControlPoint app to mscdirect.com, it will pick up credit card options that exist or have been added.

No, for security purposes, the shipping addresses available within the ControlPoint app are limited to the existing shipping addresses in your mscdirect.com account. If you would like to add a new shipping address, please do so by adding it via mscdirect.com.

No, saved carts will only be seen on the app. You may send your carts to mscdirect.com. There, they will be available in the ControlPoint carts under My Shopping Options. Any carts sent to mscdirect.com can then be brought into the shopping cart on mscdirect.com and saved for future use.

Yes. Carts will expire within 90 days of being created.

Yes, carts will be automatically saved in the app. However, once they are sent to mscdirect.com, the order will not be available on the app.

No, there is no limit to the number of saved carts.

Saved carts will only be seen on the local device. Order history can be seen across devices and on mscdirect.com.

Yes, your order history is available in the app. Find your full order history by clicking on the Orders icon and you will be able to see details.

The ControlPoint app does not support re-order functionality.

Yes, orders placed in the ControlPoint app will appear in your mscdirect.com order history.

A Customer Part Number is a cross reference from your part numbers to MSC Industrial Supply part numbers. 

Once logged in, Web administrators can create customer part numbers by clicking on the Customer Part Number link from under the Manage My Business header. Or if you’ve moved from the Account screen, you can select the Customer Part Numbers link from under the My Business Solution heading from the left navigation. You can also create customer part numbers by calling Customer Care at 1-800-753-7970 or by sending an email to customercare@mscdirect.com. 

Customer Part Number creations are in real time and are ready to be used once submitted. 

The maximum amount of characters a Customer Part Number can have is twelve and may only contain letters, numbers, dashes and underscores. The MSC Industrial Supply Part Number must be an eight-digit number as it appears in our Big Book®.

To edit or update a Customer Part Number, please call Customer Care at 1-800-645-7270. 

Small manageable lists of Customer Part Number changes can be achieved over the telephone by calling Customer Care at 1-800-645-7270. Longer lists of changes will require additional resources. Once the data is entered, it will be available to use immediately.

To view a Customer Part Number, go to your My Account page and click on Customer Part Numbers. Customer Part Numbers can also be viewed on the following pages:

• Product Detail Page 

• Used in the Search Bar 

• Shopping Cart 

• Order History 

To view a Customer Part Number, go to the Account screen and click on Customer Part Numbers from the Manage My Business header. Or from most pages from under My Business Solutions in the left navigation, click the Customer Part Numbers link. 

To delete a Customer Part Number, you must call Customer Care at 1-800-645-7270.

Yes, they can be downloaded. Select the Customer Part Numbers link from under My Business Solutions. From the Customer Part Numbers page, locate the Download Customer Part Numbers section and then click on the CSV or Excel link to download in your preferred file format.

The items not eligible for returns include anything over 30 days past purchase date, items part of a set, cut-to-length, hazardous, truck shipment, drop ship, COD, altered or etched items. Customers will not see a “Return Button” on their account page for items that are ineligible.

Yes, items that have their original packaging can be returned within 30 days.

To view your Online Return options, log in to your account and navigate from the Account page to your Order History page. Returns can be started after locating the item you’d like to return.

Once you log in to your account page, you can navigate to your Order History. There, you will be able to locate the item you’d like to return in either the All Orders or Shipped Orders tab. Ensure that the item is in an invoiced status and select the Return Item button. Add the return quantity, the reason and add any comments if applicable. Continue to the Review Return screen and then confirm your return. You will then be brought to the Return Authorization screen.

If your item was purchased in error, you will be required to send the item back at your expense. If the item was not purchased in error, MSC will provide a label for mailing.

You can access the status of any return by selecting the Review Return Status option, which is next to the item you had returned. It is also accessible from the Return Item tab.

Yes, you will receive a return authorization number during the return process. In addition, it will be added to your return label should one be provided. The return authorization number will also be visible on your confirmation email.

No, you do not have to do your returns online. You can call 1-800-645-7270 to request a return authorization number and a return label will be sent to you if applicable.

A return label will be provided if the return was not purchased in error.

Credit turnaround time will vary depending upon return receipt of item(s),and could take up to 5 days.

Yes, a return confirmation email will be provided.

Yes, log in to mscdirect.com and navigate to Order History, which is located under the heading People & Purchasing. On the Order History screen select the Returns tab.

• Contact the local branch or our Customer Care Department at 1-800-645-7270. 

• Email quote requests to quotes@mscdirect.com; please allow at least one business day turnaround for emailed quotes. 

• Request a special item quote by navigating mscdirect.com to the Products tab from the top navigation drop-down, selecting Request a Quote and entering in all pertinent information. 

• Request a quote by selecting the Request Quote option from the shopping cart after login. 

You may order using any of the following methods: 

• Call us toll free: 1-800-645-7270 

• Visit one of our branch locations 

• Send us a toll-free fax: 1-800-255-5067 

• Send us an e-mail: orders@mscdirect.com * 

• Visit our Ordering & Shipping Options area 

• Vending 1-800-860-3200 

*This email address is not secured to receive credit card information. For your protection, please do not send any sensitive information including credit card numbers. If you would like to place an order with a credit card, please use mscdirect.com or call our Customer Care team at 1-800-645-7270. Any credit card information received through this email address will be destroyed upon receipt without action. We apologize for the inconvenience; your protection is paramount.

To edit the quantity after an item is in the cart, click in the quantity box and enter the new quantity by typing over the existing quantity. Then click on Update Cart.

Notes can be entered below each item number in the Routing Notes field and will be carried throughout the online ordering process. However, these notes will not be read by an MSC associate; they are for customer use only. In addition, notes can be entered by a requestor prior to an order being routed to an approver in Order Approval Management. Routing notes are carried through to the packing slip and invoicing.

Orders from Canada or Mexico are accepted on mscdirect.com.  If you are ordering from, or ultimately shipping to an international location, please call International Sales, Monday through Friday 7am-11pm ET and Saturday 8am-5pm ET at 1-888-880-2048, fax at 001-248-200-4045 or email international@mscdirect.com. Delivery, duty and tax are the responsibility of the customer and warranties are void outside of the U.S.

Once you've placed an order, you will receive an emailed order acknowledgement, providing the email functionality is turned on within your account preferences and we have your email address on file. You may also use the Order History link from the Account page to check the status of your order.

You will receive an order confirmation through email. After your order has shipped, you will receive an emailed shipping acknowledgement showing the details. Check your Account Preferences to ensure we have your email address on file.

To check on the status of an order, go to the Account page and search within Order History for your order.

The best way to change/add to an order is to call our Customer Care team at 1-800-645-7270. Due to the commitment of meeting our Same Day Shipping Guarantee, we have a narrow window for making changes to orders before they are processed and shipped.

If you do not receive an acknowledgment, there are several potential reasons: 

• Your email address may not be correct in our system. To verify this, log in, go to the Account page, select Change Password, Username, Email Address and verify that the email address is correct. Call an MSC Industrial Supply Customer Care representative at 1-800-645-7270 and send a test email to ensure we are receiving it. 

• Spam filtering — Check with your IS department to ensure that email from MSC Industrial Supply is not being stopped by a spam filter. If the above fails, contact Customer Care at 1-800-645-7270 to track an order. We will need the P.O. number and the contact email address.

To place repetitive buys, after login select My Lists from under Manage my Business. Create a list with the items you wish to purchase most regularly. The easiest way to create a list is to fill a shopping cart and save it as a list. You can add lists to your Shopping Cart and edit directly from the Shopping Cart as needed.

To order a special part number, requests should be called in to Customer Care at 1-800-645-7270 or emailed to customercare@mscdirect.com. You can also send a special item quote by filling out the Request a Quote from under the Products drop down in the top navigation.