Skip to main content
Skip table of contents

Frequently Asked Questions

UPDATED: 8/7/23

Customer Portal Account

I forgot my password.

Go to the login page. Under the login button, click Forgot Password. You should receive an email with a link to reset your password.

If you forgot your username, reach out to us at or call your local SES branch.

For more information, see our reset password guide.

Will my old login credentials work on the new site?

No. You may have received an email invitation to sign up for a new customer portal account.

If you haven’t received an email invitation, sign up for a customer portal account here.

How do I update my email or password?

Log into your account. In the sidebar, click Account Information. Select Change Email or Change Password. Follow the instructions to update your information, and then click Save.

For more information, see our account information guide.

How do I register additional employee accounts?

For company admins with existing customer portal accounts:
Log into your account. In the sidebar on the Account Dashboard, click Company Users. Then, click Add New User. For more information, see our company user guide.

Don’t have an existing customer portal account?
First, a company admin must set up a customer portal account. Once their account is active, they can add users from the account dashboard. For more information, see our portal setup and company admin guides.

How do I find out who my company admin is?

If you already have a customer portal account, log in and go to Company Profile. You’ll be able to find out who your company admin is and how you can reach them. See our company profile article to learn more.

If you don’t have a customer portal account yet, reach out to to find out.

How do I allow remote shopping assistance?

Log in and go to your Account Information. Check the box for Allow remote shopping assistance. This means that your local branch salesperson can remotely help you place orders.

I'm using Internet Explorer.

Most websites no longer support Internet Explorer. We encourage you to use Microsoft Edge, Mozilla Firefox, or Google Chrome, instead.

Becoming a Customer

How do I become a customer?

Visit the Become a Customer page. Choose whether your SES account will be credit or cash. A new tab will open. Click Start New Application. Fill out the application and submit it.

You’ll receive an email confirming that your application has been received, with instructions on how to monitor and access the status of your application.

We may contact you for further details to verify your application and eligibility. If we don’t hear from you within seven business days, we may decline your application for an account.

You’ll receive a decision on your application within two to four weeks.

Why was I inactivated as a customer?

Following 18 months of inactivity, we will inactivate your SES account, which will also inactivate your customer portal account. To reactivate your SES account and customer portal account, reach out to your See our Inactive Accounts article to learn more.

Orders and Checkout

How do I place an order?

You can place orders through our website, in-person at the counter, over the phone, and in some cases, through email.

How do I track my order?

Log into your customer portal account. On your Account Dashboard, click Invoice History. Look for your order and click Track Order.

My company is tax-exempt. Why are my orders being charged tax?

The new online customer portal estimates tax, regardless of exemption status. Once the order is loaded into our ERP system from the website, our ERP will remove the tax before invoicing. As long as we have a valid tax exemption certificate on file and the online order is transferred into our ERP, and it is not being shipped to a state outside of the one listed for exemption, you will not be charged tax on the final invoice.

How do I cancel or change my order?

For online orders
We can’t add items to your orders after they’ve been submitted.

However, we can remove items or cancel your order if you call your local branch salesperson by 4 PM CT on the day you submitted your order. If you ordered after 4 PM CT, contact your local branch salesperson the following day.

For counter, phone, and email orders
If your order hasn’t shipped, we can change or cancel it. Call your local branch salesperson to confirm if you can change or cancel your order.

How do I reorder the same order?

You can’t reorder the same order at this time. However, we are working on a reorder function.

Use requisition lists to make tailored, recurring orders.

How do I find out who my company's SES salesperson is?

Log into your customer portal account and go to Company Profile. See our company profile article to learn more.

I'm having issues checking out.

Verify that your shipping, billing, and payment information is correct.

If you’ve placed the order and the page continuously loads for more than a minute, try a hard refresh on the page by pressing Ctrl + F5 (Cmd + F5 for Mac users).

For more information, see our troubleshooting guide.


How long do I have to return an item?

You have up to 30 days to initiate a return. See our returns policy for more details.

The items I received are damaged or incorrect.

Contact your local branch for items you received incorrectly.
For damaged items or items with missing parts, fill out the customer returns form.

For more information, see our returns policy.

Shipping and Pickup

I placed an order to the wrong branch.

If your order hasn’t shipped, contact your local branch salesperson immediately. Have your customer number and order invoice ready for reference.

If your order has shipped, contact your local branch salesperson. They may issue a UPS call tag and a return service request form for you to fill out. You may pay some freight costs for the transfer, which vary on a case-by-case basis. To track the status of your order, call your local branch or use UPS Quantum View.

Where do you ship?

We ship to all 50 US states and US territories.


How do I pay my invoice?

In the header, click Pay Invoice. A new tab will open. Enter the required information and follow the process to pay your invoice.

You’ll need your invoice number, which you can access from the Account Dashboard by clicking Invoice History.

For more information, see our invoice guide.

My invoice doesn't look right.

Contact your local branch salesperson. An SES representative may reach out for more information.

Requisition Lists

How do I add items to my requisition lists?

Log into your customer portal account. On product listings, click Add to Requisition Lists, then select the list to place the product or create a new list.

You can also add your cart to an existing list or create a new list at your cart preview.

JavaScript errors detected

Please note, these errors can depend on your browser setup.

If this problem persists, please contact our support.