Frequently Asked Questions
Do you sell directly to consumers?
Finch + Fennel is wholesale to trade only. As a consumer, you are encouraged to visit one of our many established retailers.
What is your minimum opening order? Reorder?
Finch + Fennel’s minimum opening order is $500, reorders thereafter are $150. Any order that includes “truck ship” items requires a $500 minimum.
How do I locate my local sales representative?
Register today and once your account has been activated, you will have instant access to your local Finch + Fennel Sales Representative in your Retailer Dashboard.
What are the Registration Requirements?
Once you have registered for the website, in order to activate the registration, please provide a copy of your resale certificate. If you are in a non-tax state, such as Alaska, Delaware, Montana, New Hampshire, and Oregon, please provide an IRS Letter with your EIN.
How may I get a password for the website?
If you are an existing customer - go to finchandfennel.com/en/activate-account/, fill out the information requested under “Activate Your Online Account,” and click “Continue.” If you are new to Finch + Fennel, WELCOME! Please go to finchandfennel.com/en/registration/, and fill in the information as requested, you will then receive an email as the final steps and information needed for Creative Co-Op to activate your web account.
Why do you need a copy of my resale certificate?
All accounts must have a city or county privilege license and have a state tax certificate to operate as a retailer, wholesaler or manufacturer. Merchandise purchased must be for use in manufacturing or resale. Finch + Fennel requests a copy of the documentation to validate a business as Finch + Fennel is wholesale to trade only. These processes are in place to protect Finch + Fennel as well as our valued retailers.
When I go to activate my online account I get the following message: “The account number and zip code combination cannot be found.”
This message means that the registration has not been activated. Please contact Client Services for assistance at 1.866.323.2264.
How do I change my username and password?
The username and password can be changed by clicking on "My Account" then "Account Settings" and "Change Password" upon user login. To change your username (email address), please contact customer service.
Why can’t I see my orders after login?
Your customer account may not be linked to your web account. Please contact Client Services for assistance at 1.866.323.2264.
I am a current customer, but the website is requiring me to meet a $500 minimum.
Your customer account may not be linked to your web account. Please contact Client Services for assistance at 1.888.852.2887.
Do all the items ship by truck if I order non-truck items?
F.O.B. Memphis, TN. Finch + Fennel’s default shipment method is FedEx Ground. Orders larger in size or weight may be delivered via common carrier. Additionally, should the order include oversized items or items which are “truck ship only,” the order will be shipped via common carrier and will not be released until either the total ship value exceeds $500.00 or the customer authorizes the shipment. This policy exists to ensure reasonable freight rates for our customers.
What is a freight program?
A freight program is the freight amount charged for your initial order as well as all backorders. The purpose of the freight program is to provide the retailer with a consistent freight cost so they can price their goods accordingly. We strive to ship orders complete but backorders are a necessary part of the business and typically have much higher freight costs. Our freight programs balance the cost of freight across all shipments. Finch + Fennel freight programs only apply to orders that ship via carrier of our choice.
10% on Orders of $5,000+
- Freight will be charged a maximum of 10% of the order invoice amount. Charges above 10% will be paid by Finch + Fennel.
12.5% on Orders $3,500–4,999
- Freight will be charged a maximum of 12.5% of the order invoice amount. Charges above 12.5% will be paid by Finch + Fennel.
15% on Orders $1,500–3,499
- Freight will be charged a maximum of 15% of the order invoice amount. Charges above 15% will be paid by Finch + Fennel.
How do I change or add a new "Ship To" address on the website?
To change the shipping address, once logged in, click on “My Account” and then click on "Address Book." Select the address you wish to edit or click "Add Address" to enter new ship to information.
How do I add a shipping address that is not already available to my order?
While in your Shopping Cart, click “Checkout.” Under "Shipping Address" you will see 3 options:
- Choose Different Address
- Edit Address
- Add Address
Do I have to apply a cancel date to my order?
A cancel date is required. The cancel date is the last date you would want for any items to ship from this order. It is recommended to put no less than 120 days out to accommodate back ordered items. If no cancel date is applied, the default is set at 120 days from the date of the order.
Do you accept credit cards as a form of order payment?
Yes – Visa, MasterCard, American Express, and Discover.
May I pay my account with a credit card?
Yes, please contact the Credit Department at 1.866.323.2264.
Why does my order show pending under “Order Status”?
In the “My Account” module you can view order information under your “Retailer Dashboard” and click on "Orders & Claims." All credit card orders will show as “pending” until the card has been pre-approved for shipping, and this process is not done until the order is ready to ship.
How do I get the tracking number for my order?
In the “My Account” module you can view order information under your “Retailer Dashboard” and click on "Orders & Claims." Under "Orders & Claims," click on "Invoices" and the invoice of the order you wish to view. The tracking number will show on the left hand side under “Carrier/Tracking Number.” If the order shipped via FedEx, you can click on the tracking number for a direct link to the detailed tracking information.
How long does it take for my order to ship?
Product availability is a large factor for the length of time an order will take to ship. If product is available, most orders ship within 2-3 business days once processed, or 5-10 business days during show & peak season (January and July – October). Orders are processed daily Monday – Friday.
I just placed an order, but it does not show in my “Retailer Dashboard” under "Orders & Claims."
Finch + Fennel’s website is updated every evening Monday – Friday with the information gathered from the close of business that day. Each morning Monday – Friday, information and orders from Finch + Fennel’s website are sent to the home office in Memphis, TN for processing. Orders placed on the website will not appear in the account information until the order has been processed and transmitted from the home office via the evening update to the website.
I have a damaged item, what should I do?
In the “My Account” module you can click on “Retailer Dashboard,” “Orders & Claims,” and “File A Claim” to submit your claim online. Otherwise, please contact Client Services at 1.866.323.2264 and they will be happy to assist you with your claim. Have your order or invoice number handy as well as each item number, quantity, and description of the damages in order to expedite the process.
Why am I having performance issues with the Finch + Fennel site?
Finch + Fennel recommends the latest version of Mozilla Firefox, Google Chrome, or Microsoft Edge for optimal performance.