Frequently Asked Questions

Account Help

How do I request an account?

Thank you for your interest in ordering with Implus. Please fill out our Wholesale Account Request. Once submitted, our team will review your request and be in touch with next steps.

Can I have multiple users under one account?

Only one customer email can be assigned to a Shopify Company, but can be assigned to multiple Company Locations

How do I order for a specific location?

  • Click your profile icon in the upper-right corner of the site
  • Click the location drop-down next to your profile icon in the upper-right corner
  • Select the location you would like to place your order for

How do I add users to a company location?

  • Log into your Implus B2B account
  • Click your profile icon in the upper-right corner of the site
  • Choose the location to add users to
  • Navigate to the Manage Contacts page
  • Click the Manage button and select "Add team member"
    • For permissions, select "Can place orders"
  • Enter user information and click "Send invite" - the user will receive an email

NOTE: ONLY Location admins can add users to locations

How do I update company or location details?

ALL changes to billing address or shipping address must be performed by Implus personnel to ensure accurate billing and shipping. Please fill out the Contact Us form to request changes to these details.

NOTE: Location admins currently have the ability within the My Account section to modify billing or shipping addresses, however this should NOT be done, and any changes must be requested using the form above.

How do I view my credit limit/availability?

  • Click your profile icon in the upper-right corner of the site
  • Select “Account Profile” from the top menu
  • Review your account information

NOTE: Please ensure you are viewing the correct location

How do I update my email address or phone number?

  • Login to your Implus B2B account
  • Select Profile
  • Click on the pencil icon next to your name
  • Edit as necessary

Ordering 

How do I know when a payment is due?

  • Click your profile icon in the upper-right corner of the site
  • Select “Orders”
  • On the Orders page or within the order details, you’ll see a notification showing your payment due date

How do I pay for an order on payment terms?

If your account is on payment terms, you have two checkout options:

Choose Payment Method Later
No credit card is required at checkout. You can pay for your order at any time before the due date.

Credit Card
Enter a credit card at checkout, which will be charged on the due date.

If you would like to pay for your order today, please see the options below.

  • Click your profile icon in the upper-right corner of the site
  • Select “Orders”
  • Locate the order you’d like to pay and choose “Pay Now” by either:

Clicking the three-dot menu next to the order and selecting “Pay Now,” or opening the order and clicking “Pay Now” within the order details. On the payment screen, you can update your card before submitting payment.

Can I save a credit card to my account?

Yes, credit cards can be saved on your account. Please note, your credit card will be saved to the specific company location you are ordering under. All users associated with that company location will be able to use the saved card.

How do I check my order status?

  • Login to your Implus B2B account
  • Select the location from which the order was placed
  • Once logged in, you will see all the orders for the current location and their statuses

How do I know when my order ships?

  • You will receive a shipping confirmation email
  • Login to your Implus B2B account
  • Select the location from which the order was placed
  • Once logged in, you will see all the orders for the current location and their status
  • Any orders shipped will show "On its way"

Can I cancel or change an order after it’s placed?

For any changes or cancellations, please contact Customer Service

When will my order arrive?

We strive to process and ship all in-stock orders within 1 to 3 business days. Transit times vary based on your distance from our distribution center in Durham, NC, and most orders typically arrive within 5 to 10 business days. All shipments are sent Monday through Friday, excluding holidays.

How can I place a reorder?

You can place a reorder by logging into your account and navigating to your Orders page. Select a previous order and click “Buy Again” to quickly reorder the same items. You can adjust quantities before checkout if needed.

Returns/Refunds

What is your return policy?

Please see our Refund Policy

How do I report a damaged or defective item?

Please contact Customer Service

What should I do if there’s an issue with my order?

Please contact Customer Service