FAQs

Following is a list of Frequently Asked Questions. If you have a question that is not provided below, or would like to submit a comment, please email us, or call 585.670.1400.

  1. If you forgot your password, you can have it emailed to you by following the simple prompts on the log-in screen.

    1.     Go to log-in

    2.     Click on the Forgot your password link

    3.     Enter your User ID

    4.     An email containing a temporary password will be sent to the address on file

    5.   Log-in using your temporary password

    6.   To change your password to your preference, click on your name in the top right corner, next to the "log out" link.

    7.   Type your new password in the "New Password" and "Confirm Password" boxes, then click save. Remember, passwords are case sensitive and must be at least 6 characters and contain at least 1 letter and 1 number

  2. If you forgot both your user ID and password, call 585.670.1400 or email sales@rocsupply.com. We will locate your user ID by searching our database by your email address or first and last name. In order to maintain your security, we don’t actually keep your password on file. We are able to reset your password to something generic, then you can go into the self-service account maintenance tool on our website and set your preferred password. Please remember that passwords are case sensitive, and must be at least 6 characters and contain at least 1 number and 1 letter.

  3. If you forgot your user ID, please call 585.670.1400 or email sales@rocsupply.com and one of our customer service representatives will locate your User ID by searching our database by your company name, email address, or first and last name.

    1. Sign In to your account
    2. After you sign in, Click on your name located in the top right corner, next to the "log out" link
    3. Type your preferred password in to the "new password" and "confirm new password" boxes,then click the "save" button. Remember, passwords are case sensitive and must be at least 6 characters and contain at least 1 letter and 1 number
  4. For more detail on our products, browse our E-Catalog. Our knowledgeable Sales Department will gladly answer any additional questions you may have. Call 585.670.1400 to speak with a representative or email inquiries to sales@rocsupply.com.

  5. Can't find what you need in our online catalog?  Call our Sales Department at 585.670.1400 or email sales@rocsupply.com and a representative may be able to source what you're looking for.

  6. All products provided by and through ROC Supply are provided "as is" and with all faults. Special orders are non-cancellable and non-returnable. Except for special orders, all new, unused and undamaged product may be returned to ROC Supply within thirty (30) days from the date of purchase for a refund, replacement or credit to the original purchaser of the amount paid. Please call the Sales Department at 585.670.1400 or email sales@rocsupply.com for return product information prior to shipping the product(s) to ROC Supply. The purchaser shall bear the cost of shipping and insurance on product(s) returned to ROC Supply.

  7. To keep product prices as low as possible. Payments on account that are past the 30 day aging mark may incur a 3% convenience fee.

  8. If you have not received your order or have discovered an error or discrepancy on your order, please notify the Sales Department immediately. Our representatives will gladly assist you with any necessary actions such as tracking your order, making adjustments or replacements, or placing carrier claims on your behalf, call 585.670.1400 or email sales@rocsupply.com.

  9. Our Credit Department will be able to help you with any billing questions, provide copies of invoices, or work with you to resolve any billing discrepancies. Call 585.670.1400 and ask to speak with someone in the Credit Department, or email accounts@rocsupply.com Attn: A/R Department.

  10. Please mail your payments to our remit-to address:

    ROC SUPPLY
    780 Ridge Rd.
    Webster NY 14580

  11. Please complete our credit application and  mail, or e-mail 3 trade references and your bank information to the attention of our Sales Department. In order to efficiently process your application, please provide the information for your trade references in full, including complete mailing addresses and fax numbers, if available.

  12. The entire application process depends upon your credit standing and how fast your references reply. You are welcome to inquire about the status of your application at any time by calling 585.670.1400 or emailing sales@rocsupply.com.

  13. All shipments may ship via UPS, FedEx or UPS. (Products over 60 pounds and/or bulky products are generally shipped via common carrier.) Same day shipment is generally available on most in-stock products if orders are received by ROC Supply before 3 p.m. eastern time. Expedited order express service, air freight and other premium shipping services are also available at additional costs. All shipping costs and duties are the responsibility of the purchaser. ROC Supply prepays shipping charges and adds them to your invoice for orders shipped via UPS and FedEx. Contact ROC Supply for details regarding other options for shipping charges.  Inspect all shipments and report any shortages or damages to the delivering carrier immediately.

  14. Same day shipment is generally available on most in-stock products if orders are received by ROC Supply before 3 p.m. eastern time. You should receive your order within the standard time allowance for your location. Air freight and premium freight services are available at your request.

  15. Orders/Releases under $35 are subject to a $5 handling charge.  Combine your needs to minimize your charges.  Some items subject to minimum quantities.