Customer Service FAQ

During the application process, we collect critical email contacts for:

Function	Notes
Order Confirmations, Shipping Updates, Tracking	Contacts will receive order confirmations, shipping updates, and tracking details. Note: We cannot send order confirmations to one email while excluding the same contact from schedule updates and tracking emails.
Invoices	A separate contact can be designated for invoices, independent of order and shipping updates.

To update your company’s contacts, simply email [email protected].

You can place orders through the following methods:

1. Email: Send your order to [email protected].
2. Phone: Call our Customer Service team directly.
3. Website: Place orders online by registering an account here.
   1. Use your Customer Code to connect to your purchasing account.

MPS offers flexible shipping options to meet your needs:

• Carriers: FedEx and UPS (FedEx is preferred for optimal rates under the MPS account).
• Shipping Services:
  • Ground
  • 2nd Day Air
  • Next Day Service (three options):
    • Early AM – 8:30 AM
    • Delivery Time – 10:30 AM
    • End of Business Day

Billing Options:

• Shipping charges under the MPS account will be added to your invoice with 0% markup.
• If preferred, customers can provide their own shipping account details.

All orders are confirmed via an official Sales Order Acknowledgement sent to the designated email contact.

• The confirmation email includes:
  • Your Customer Code in the subject line.
  • A PDF attachment with order details for your records.
  • If a purchase order (PO) number was provided, this can also be used to search for the email

Troubleshooting: If you don’t see the confirmation email:

• Check your junk/spam folder.
• Ensure your contact information is updated in our system.
  An example of this email format is subject is below.

Shipping dates are updated twice weekly and sent to the designated contact email.

• Search Tip: Use your Customer Code or purchase order (PO) number to locate these updates in your inbox.
• Changes to previous reports will be highlighted for clarity.

Troubleshooting: If you cannot find the email:

• Check your junk/spam folder.
• Ensure your contact information is correct in our system.
• An example of this email format is subject is below.

Tracking information is sent via email within one business day of shipment.

• The tracking email includes:
  • Your Customer Code in the subject line.
  • A table summarizing shipped items and their tracking numbers.
  • If applicable, the purchase order (PO) number can be used to locate the email.

Troubleshooting: If you don’t see the tracking email:

• Check your junk/spam folder.
• Confirm your email contact is updated in our system.
• An example of this email format is subject is below.

MPS accepts the following payment methods:

• ACH Transfers (recommended for security and efficiency)
• Checks
• Credit Cards

Invoice Process:

• Invoices are sent to your designated email contact.
• Customers set up for 100% down payment will receive a full pre-shipment invoice.
• For customers with credit terms, payments are due as per the NET Terms provided.

For further details or assistance, please email [email protected].