Commercial Distributors and Government Customers

Frequently Asked Questions

Have questions? Find your answers here!

How long does the imprinting/customization process take?

Standard imprinting usually ships within 3 weeks after the clearing of all details and approval of art. Call customer service for details.

What is your return policy?
$25 or 25% restocking fee, whichever is greater on standard stock product only. Product must be in original cartons in restockable condition. Returns cannot be accepted without prior authorization. Products must have been purchased within the last six months. Returns are not accepted on modified products, special, Made to Order (MTO), lead-time items or fiberglass products.
What is the typical shipping lead time?
In-stock items ship within 48 hours; Pelouze and United Receptacles ship within 5 days.
After ordering, how may I see what my product(s) are going to look like? Do you provide a proof?
Yes, every product ordered with an imprint starts with an “Art-For-Approval” letter showing a representation of what your finished order will look like.
What is the warranty on your products?
SpecialMade Goods & Services, Inc. is a distributor of Rubbermaid Commercial Products, and as such, the Standard Warranty issued by Rubbermaid Commercial Products is applicable and in force. Rubbermaid Warranty: For a period of one year from the date of purchase, if a Rubbermaid Commercial product proves defective in materials and workmanship during normal use by the purchaser of this product, Rubbermaid Commercial Products will arrange for replacement or repair. To receive repair or replacement, either return the defective part to the outlet where purchased or call Customer Service at 1-800-347-9800 to arrange for the product return to us. Rubbermaid Commercial Product reserves the right to request proof of purchase in conjunction with any such return. This warranty does not cover product abuse, modification, failure to adhere to the accompanying instructions, improper operation or misuse and excludes shipping and handling charges. This warranty does not extend to nondurable components. RUBBERMAID COMMERCIAL PRODUCTS SHALL NOT BE LIABLE FOR ANY CONSEQUENTIAL OR INCIDENTAL DAMAGES WHATSOEVER. Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you. This warranty gives you specific legal rights and you may also have other rights which vary from state to state or country to country. General Warranty: Labels SpecialMade offers in-house, custom graphic design services to support our custom imprinting business. We utilize a state of the art digital platform to ensure the final product meets customer expectations. We also use quality Avery Dennison brand label stock and related materials to create custom adhesive graphics for commercial customers. As we do not manufacturer the label material, we cannot warranty the supplier’s product beyond what they offer the general public. A full statement of our supplier’s warranty may be found by clicking the attached links, below. Please call customer service at 1-800-336-7795 for more details as well as actual examples of satisfied customers. Carex Warranty: As an expression of our confidence in the quality and workmanship of our products, Carex Health Brands warrants its products to be free from defects in materials and workmanship during normal use by the original purchaser of the product. If Carex Health Brands customer service determines that an item is defective in materials and workmanship during normal use by the original purchaser of the product, Carex Health Brands customer service will arrange for replacement or repair. To arrange for warranty service, write to Carex Health Brands Customer Service, PO Box 2526 Sioux Falls, SD 57101-2526, or email to customerservice@carex.com. Repair or replacement is at the option of Carex Health Brands, and warranty may not include labor charges incurred in replacement part(s) installation, repair of any such product, or shipping expenses. The warranty does not cover problems arising from the normal wear, product abuse, modification, failure to adhere to the accompanying instructions, improper operation, misuse, commercial use or the use other than for personal, family or household purposes and excludes shipping and handling charges. This warranty does not extend to nondurable personal care products or nondurable components including rubber tips, grips, handles and other accessories. CAREX HEALTH BRANDS SHALL NOT BE LIABLE FOR ANY CONSEQUENTIAL OR INCIDENTAL DAMAGES WHATSOEVER. Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation of exclusion may not apply to you. This warranty gives you specific legal rights and you may also have other rights, which vary from state to state or country to country. NOVA Warranty: Toll Free Customer Support Hotline 1-800-557-6682 Nova's toll free customer support line is printed on all marketing tools, retail box, user guidebook and warranty card so the customer knows how to get a hold of us. This support line is always answered by a knowledgeable and caring customer service person during Nova's business hours of 8:00 am - 5:00 pm pacific standard time. Nova's customer service can take care of all requests that may include how to use the brake, how to adjust the brake, sending a part and shipping and picking up the warranty item. Warranty • All product frames: Lifetime Warranty • Hand brake System: 5 Year Warranty (the hand brake system includes: brake housing, cable wire, brake handle) • All other parts: 1 Year Warranty (seat, wheels, hand grips, tips, height adjustment knob and screw, foam backrest, seat clips, dust caps, forks, cable cover, brake shoe, brake spring)
What shipping options do you offer?
Small package orders ship via UPS. Large orders ship via our preferred carrier unless you provide a routing guide or a specified carrier.
How do I get tax-exempt status applied to my account?
Your account will be granted tax-exempt status once you provide our accounting department with a Resale Certificate.
Can my order be tracked?
Yes, provide an e-mail address and we’ll notify you at time of shipping.
Do you ship anywhere outside the continental U.S.?
You must provide a preferred shipping method, broker and carrier account information.
What are my payment options for ordering?
We accept MasterCard, Visa and American Express. You can contact our Customer Service Department at 800-336-7795 or complete the forms found on the new account tab to set up a new account for terms of Net 30. US dollars only.
Is SpecialMade part of Rubbermaid Commercial Products®?
No, we are a privately held company.
What kind of product imprinting can SpecialMade do?
Screen printing, pad printing, hot stamping, cut and digital vinyl labels, wrap graphics, sequential numbering and banners.
What kind of “custom solutions” do you offer?
We can modify Rubbermaid Commercial Products to fit your needs or even design and engineer brand new products for your application. Call customer service at 800-336-7795.
Do you drop ship?
Yes.
Do you sell replacement parts?
Yes, we are your source for all RCP and Carex component parts.
Do you sell to the Government?

Yes, but we no longer have a GSA Schedule.

Is Freight PrePaid?
No, shipping is typically FOB Winchester Virginia 22602.
Is there a Minimum Order Quantity?
Yes, minimum orders are $15 or a $5 small order charge if order is < $15.
Is there a broken carton fee?
No.
Are components still available for the 6150?
The only available component part remaining for the 6150 is the 3” caster. (6111-L3). The wheel in the 6173-L9 will fit the 6150 cart but the axle will not, it is too short.
If I order 3424-L6 does it come with an insert?
The 3424-L6 caster does come with an insert, part # D26-6111.
Are the casters for 4500-88, 4505, 4520-88, 4525 the same?
Yes, these utility carts come with 2 rigid casters (4501-L1) and 2 swivel casters (4501-L2).
What caster fits the 2640 dolly?

The caster for a 2640 Brute dolly is a 3530-L1(on dollys made before 1999). For newer dolly's see FG2640M1000, FG2640M20000 and FG2640M30000.

When I order 6111-L3 will it come with insert?
The 6111-L3 caster does come with an insert, , part # D26-6111.
What is included in the item number 3355-L5?
The 3355-L5 is actually two inserts. There is a larger insert that is beige in color and made out of the same material as the cart and also a small, white plastic insert. If the customer needs the small, white plastic insert only, they can order a D26-6111-00.
Why do I need a stationary/moving collar on the 3970 or 3975?
The stationary moving collar (3975-L3) is two parts connected by straps and hinges. One piece stays stationary, attached to the base and the other piece will hinge up and down and is attached to the lid. This allows you to flip your lid back to deposit & empty trash easier.
I have a 3355 Cart.  If I order 3355-L6 will I get the inserts?
The 3355-L6 is the caster only. If you want the caster and the white plastic insert, order a 3424-L6. It includes both the 3355-L6 caster and the insert.
When ordering a 6152-L9 do I get 1 wheel?

The 6152-L9 has been made obsolete; however you can purchase the 6173L9 which is sold as a set of two 8” wheels and one axle.  The wheels will work however the axle will not, the new axle is shorter.  You would need to use your existing axle.

Will the 6111-L3 fit the 7570, 7571, 7580, 7581, 7582, 7583, 7588, and 7590?
The 6111-L3 caster has a metal stem that requires the use of a white plastic insert and the 7570-L2 has a plastic stem which does not need the insert. They are interchangeable.
I am not a distributor; can I buy Rubbermaid products direct from SpecialMade?

Government customers (GSA, State & Local) may purchase direct from us at open market prices. Consumers can buy finished goods direct from us but not component parts. For parts, we are happy to direct you to one of our distributor partners who can take your order.

Can I buy Carex or Nova product direct from SpecialMade?

Yes, anyone may purchase these products from us.

I am a distributor, how can I purchase from you?
You’ll need to complete a new account set-up form. Call customer service at 800-336-7795.
I tried the search function but nothing was found.

When using the search function, do not use any special characters such as dashes, instead of 7580-L2 you should key 7580L2.

Your website is not displaying properly on my computer, what can I do?

Our website was built to perform on newer browsers such as Windows IE8. For site security, due to the fact that Windows is no longer supporting IE6, you will need to upgrade for optimum performance.