CALL US: 888-GSI-VIAL (474-8425), MON-FRI 6:30AM-5PM PST
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FAQs

We've addressed many of the common inquiries in this section, but if you have a question that isn't answered here, call 1-888-474-8425 and we will be happy to assist you. 

General FAQs: 

Q. “Do your products meet government standards?”
A. Yes! GSI brand vials have been successfully tested by accredited independent testing firms to comply with the Consumer Product Safety Commission’s Poison Prevention Packaging Act requirements for child resistance and senior friendly use. Our vials also meet and exceed the U.S. Pharmacopeia guidelines for UV light resistance and moisture tightness. Please see our Safety Certificates for more details. 

Q: When I order several items why do they sometimes come on separate days?
A: We try to avoid split shipments; however, if we do not have all of the product requested, we will ship the balance of your order from another warehouse. We have (3) warehouses across the country that stock different product that Gold Star International manufactures or stocks.

Q: Can I get my tracking number for each order when it ships?
A: Yes, if you place your order online, simply log into your account. Navigate to the “track your recent orders” section. If you place your order via fax or phone, call 888-474-8425 and we will provide you tracking information.

Q: Do you deliver to a home/residential address?
A: Yes. Ground shipping service is exclusively for business/commercial delivery. Home/residential delivery uses a different fleet of trucks; as a result, there is an additional $11.00 home delivery surcharge. You can AVOID the surcharge by providing us with a commercial delivery address, or we can deliver to your local FedEx Office store. NOTE: Home-based businesses are NOT exempt from the home delivery surcharge. If you would like the home delivery option, please call in with credit card information.

Q: Do you offer "FREE" shipping?
A: There is no such thing as FREE shipping. Arguably the sneakiest strategy, though still considered viable, many retailers choose to go ahead and add the shipping and handling costs into the item itself. In other words, many retailers make you pay for shipping upfront then pretend to offer you "FREE shipping. With some merchants, selecting the free shipping options means a much longer wait for your products.

Q: What will shipping cost me?
A: We have 4 different locations and we will ship from whichever warehouse accommodates your needs. We ship standard FedEx ground to a continental US commercial delivery address and the shipping cost varies by state (e.g.) for most items only between $1.00 to $3.00/case. Shipping for Rx bags based on weight. 

Q: “Will I reach a live person when I call, rather than trying to get through an automated phone system?”
A: Of course! We believe in a personal approach to customer service, which is why we always have a live person available during our business hours to take your call. No automated lines and no waiting on hold to reach a customer service representative. 

Q: “What are your business hours?”
A: We go out of our way to serve your needs. We are available Monday – Saturday.
Monday – Friday 6:30am- 5:00pm PST
Saturday 8:00am – 2:00pm PST  
                                     
Q: "What payment types do you accept?"
A: We accept AmEx, Discover, MasterCard and Visa at the time of order. If you would like to establish an account with NET30 credit terms, just give us a call, and we will set it up for you.

Q: “How long will it take to receive my order?” “What if I received the wrong item?” “What if I’m not happy with the product or I find a defect?”
A: Please take a look at our Shipping & Returns section for answers to these and any questions related to shipping or returns. Quality Assurance and Guarantee is our promise. Long-term relationships are more important than short term gains.

Technical FAQs: 

Q: “How do I register to order online?”
A: The process is simple. Click on the “My Account” section towards the top right-hand of the page. Under New Customers click CREATE ACCOUNT. 

Q: “Do I need to register if I’m an existing customer?”
A: Yes. All new or existing customers must register if they have never ordered on our website.

Q: “Can I view my order history on the website?”
A: Yes, simply log into your account. Navigate to the “track your recent orders” section. You can view details of recent orders and you can duplicate a recent order (reorder).

Q: What can I do if I Forget my Password or Locked my Account?
A: Click on the "Forgot your Password?" link right below the Username/Password boxes of the Online Store Manager login page. You'll be given the option of typing in your username and a CAPTCHA verification. Enter the text that is displayed on the CAPTCHA picture and click on "Request Password." This will send a message with a unique "reset password" link to the email address that was specified for your username when you originally logged into the Online Store Manager. When you receive this message, follow the URL provided in it and you will be prompted to update your password - after which you will be logged into your account.

Q: “Why do you need my email address?”
A: Your email address is required for the registration process. After you place your order, an order confirmation will be emailed to you. Once your order ships, you will receive a shipment confirmation as well. Other than that, you may receive important updates about our company or products. We will never sell or share your email address to any third party without your permission, and we will never inundate you with advertisements, sales emails, and the like.