Frequently Asked Questions

Website FAQs

New to our website? Want to learn how to get the most from your online account? Find answers to our customers' most frequently asked questions below. Learn how to create an account, place an order, track an order and more. Have questions? Contact our friendly and knowledgeable Customer Service team at 1-800-382-8473.

Signing In & Account Management

+ How do I create an account?

To create an account with Gempler's, click the "Log in" link at the top of the website. Click "Create Account" and enter your name, email address and create a password (which is case sensitive).

+ I'm having problems signing in or registering. What can I do?

Try the following:

  1. Enable Cookies. Need Help?
  2. Enable JavaScript. Need Help?
  3. Refresh the page.

Please contact Customer Service at 1-800-382-8473 if you are still unable to log in or create an account.

+ When I try to log in, why does it say I have an invalid email address?

The main reason this occurs is that there is an extra character or space in the email address box. This error happens occasionally when you copy and paste your email address into the boxes provided. Delete any extra spaces or characters and try submitting it again. If you still run into this problem after checking for those extra characters or spaces, please contact Customer Service at 1-800-382-8473 and we would be happy to help you work through the problem you are experiencing.

+ How do I change the information on my account?

To change the information on your account, log in using the link at the top of the website.

From the Account Details page you will be able to:

  • Track new orders

  • Modify account details like address and phone number

  • Add, delete and edit shipping and billing addresses

If you need to change your Name or Email address, please contact customer service at 1-800-382-8473 or email customerservice@gemplers.com.

 

To change your password:
Please click the Log in link at the top of the page. Enter your email and click forgot your password. You will get a reset password email and can create a new password from there.

+ I was registered on your old website, how do I log in to the new website?

  • Click the Log In link in the upper right
  • Enter your email address that you used on the old site, do not enter your password
  • Click the Reset Password link to trigger a password reset

For security purposes we did not transfer password information to the new site.

+ Can I place an order without creating an account?

Yes, you can place an order without creating an account. You'll just need to enter your information each time you checkout.

However, if you have previously registered with Gempler's or placed orders under a registered account in the past, you will have to log in using your existing username and password (which is case sensitive).

 

There is no way to place an order online without submitting an email address. This is for contact purposes regarding order confirmation and tracking information.

Order Tracking

+ How do I track an order placed online?

Option 1: for guest checkout and registered users

  • Find the Web Order Confirmation Email you received from customerservice@gemplers.com immediately after placing the order online. Subject line of: Order # confirmed.
  • Click the red button for View Your Order
  • You will go to a screen that will show status.

 

Option 2: only for registered users

  • Log in to your account
  • Click the red link on the order you want to view the status of
  • Scroll down to Order Status

 

Option 3: once your order has shipped

  • Use the tracking link provided in your Ship Confirmation Email.

+ When will my order that I placed on the weekend ship?

Orders placed on Saturday or Sunday will not be processed until the following business day.

General Website Questions

+ What is your privacy policy?

To read our privacy policy, please click here.

+ Is it safe to use my credit card online?

Yes, it is completely safe to use your credit card on our website.

 

Gemplers.com is certified Level 1 PCI DSS compliant. The Payment Card Industry Data Security Standard (PCI DSS) is an information security standard for organizations that handle credit card and debit card information. Defined by the Payment Card Industry Security Standards Council, the standard was created to increase controls around credit card data to reduce credit card fraud via its exposure.

 

To view our full Security Assurance details, click here.

+ Why am I not receiving your emails?

Your Gempler's emails will come from gemplers@info.gemplers.com. Many times customers do not receive our emails because of spam filters or junk mail filters in their mailboxes. Start by looking through your junk or bulk mail folders until you find an email from Gempler's. Then, add the "from" email address (gemplers@info.gemplers.com) to your contact list or email address book. This will stop them from going into the spam or junk mailboxes. You should only have to do this once.

+ Why am I receiving multiple order confirmation emails?

You will receive a web order confirmation instantly after placing your order on the web. You will receive another order confirmation once your order has processed. You will receive a shipping confirmation when the order has shipped. If your order is sent in multiple shipments, you’ll get additional emails with each shipment.

+ What is a Promo Code and where do I enter it online?

Promo Codes are found on the front or back of the catalog or in the "Use Promo Code" line of postcards and flyers. Entering the promo code will activate any special pricing or free gift offers associated with that offer.

If you wish to enter a promo code online, you can do it in the Shopping Cart.

+ How do I get a free gift or special offer on my catalog, postcard/flyer or email?

To receive the free gift(s) or special offers from Gempler's catalogs, postcards/flyers or email promotions, enter your promo code in the Shopping Cart.

 

Promo Codes are found on the front or back of the catalog, at the bottom of an email or in the "Use Promo Code" line of postcards and flyers. Entering the promo code will activate any special pricing or free gift offers associated with that offer.


You must also meet the requirements listed in the promotion. For example, spending a certain amount (before shipping/tax) or buying a certain product.

+ Why are the prices different in the cart than on the product page?

The following factors will effect the pricing in the cart:

  • Surcharge for larger sizes are added in the cart

  • Promo Code discounts display in the cart