Troubleshooting Tips for Promotions

Promotional Policy Reminders 

Retro Promotion –  

• Sales promotions cannot be applied retroactively. Items purchased before or after the deadline will not be granted.
• There will be no exceptions granted.
• Enrolling and renewing Members are required to accept the Terms and Conditions either at checkout or within six days of purchase if placed via Quick Order. If they do not accept the T&Cs, their order will be canceled, and they will not receive the promotional price.

Auto-Replenishment Orders During Promotions 

• We also wanted to share that due to technical complications, any reoccurring Auto-replenishment order will not be eligible for the sitewide discounts. If you have Clients with an existing auto-replenishment, they can place a separate order outside of their auto-replenishment to take advantage of the deeper savings. Additionally, signing up for Auto-replenishment will be paused during the promotion window.

First Time Buyer Codes –  

Stack Promotions 

• Are you a New Client? Feel free to check out our New Client offer of 20% savings (CLEANFORALL20). In previous years, we did not offer First Time Buyer savings during our Friends and Family event, but we want to ensure an optimal experience for all this time around! Please note, Friends and Family Promotion and New Client offer cannot be combined.   

Shipping, Tracking and Stock Information: 

Tracking Your Package 

• For the most up to date delivery estimate, check the tracking number found on your shipping confirmation email. We kindly ask that you not reach out to Counter Support as they do not have any additional information regarding your package, nor can they reach out to the carrier for updates.
• Refunds are not being issued for delays in shipping during this time. For general shipment timelines and delivery update information, please view our Helpdesk Here. 

Time-Zone Based Shipping  

• If we know anything, with big sales comes big shipping! In order to offer our clients the best shipping experience possible during this peak time, we will be implementing Zone-Based shipping. This means that orders will be selected and shipped because of their destination and Time In Transit (TinT), meaning our warehouse will ship those with the longest TinT first.  
• For example, packages going to California will take longer than a package shipping in or near Ohio, which is where our warehouse is located.  
• We want you to know that we will be working hard to get your order out and to you on time! 

Shipping Timelines 

Promo Delay Due To High Volume 

• During Friends and Family Promotion, our most popular sale of the year, we sometimes experience longer than normal processing and shipping times. To help communicate this and manage expectations, we have pro-actively added messaging on our Order Confirmation emails and a voice message when calling Counter Support.