Frequently Asked Questions
Click on a question below to reveal the answer. If your question is not found or answered here, please contact us. If you have a question about a specific product, look for the "Customer Questions" section on that product page.
- How can I reset or get my password if I've forgotten it?
- How do I create an account?
- Where do I find my Customer Number?
- How do I save my payment information for recurring use?
- How do I sign up to receive promotions?
- Can children 12 and under create an account?
When logging in (either during checkout - or by clicking the Login/My Account link at the top of the page), you will see a "Forgot Password?" link below the Log In button. You can select this, provide the email address used for your account, and we will e-mail a link to reset your password. If you cannot find the e-mail address associated with your account, you may need to create a new account.
Any previous accounts you've created with Day-Timer, AT-A-GLANCE, Mead, and Day Runner are still there - and you should be able to login or reset your password. If you need further help in resetting your password, please feel free to contact us using the phone number or chat links from the Customer Service section at the bottom of the page.
You can create a new account while placing your order. After you complete checkout, you'll be invited to create a password for your new account - and all of the information entered during checkout will be saved and ready when you come back for your next order.
A Customer Number is a unique number we use to identify customers. This number allows us to easily pull up your account and information. The number is usually printed on the address label of your renewal mailings.
To save your payment information for recurring use, simply register online and maintain your account online. Our secured shopping allows you to store not only your credit card payment information, but also frequently billed or shipping addresses, shipping preferences and quick lookup of previous orders.
Periodically promotions and special offers are sent to our customers through emails and special mailings. Registered customers can also sign up on the Manage My Account page of their account or you can sign up to receive our email exclusives by entering your email address in the form below.
No area of our site is directed at children under 13 years of age, but our site asks for age-identifying information from our visitors to tailor/customize the visitor's experience at our site. We do not collect personally identifiable information for children under 13 years. Additionally, we do not have any agreements with outside organizations to collect personal information at our site for children under 13 years.
If a child under the age of 13 registers with the AT-A-GLANCE website without parental or guardian permission, then the parent or guardian can review the information that we have collected from their children online, prevent the further use or maintenance of such information, or direct the deletion of their children's personal information by contacting us.
- How can I check the status of my order?
- How can I track my order?
- How do I get my order faster?
- How do I place an order?
- From where does my order ship?
- How do I place an order and have it shipped outside Canada?
- What is a promotion/source code?
- What is a Security Code? Where do I find it?
- When I pay with my credit card, what company name will appear on my statement?
- How do I order for a Tax-Exempt Organization?
Registered shoppers can check the status of orders online by logging into their Account and visiting the Order History page. Registration is quick and easy and can be completed either during the checkout process or while placing an order on the phone with a customer service representative.
Non-registered shoppers can contact us via one of the methods on our Contact Us page.
Shoppers will automatically receive an email when their order is shipped. This email will provide necessary tracking information.
Registered shoppers can also view the tracking information for their orders online by logging into their Account and visiting the Order History page. Registration is quick and easy and can be completed either during the checkout process or while placing an order on the phone with a customer service representative.
Non-registered shoppers can call customer service toll-free via the number on our Contact Us page.
Our orders are normally processed within 24-48 hours from time of receipt and shipped "Standard Shipping Method" arriving in 5-9 business days from the date you originally placed your order. For faster service, you have three quicker shipping options. When checking out of your shopping cart, you can change the shipping selection to Ground shipping method - which arrives in 3-6 business days, or "Priority" - which arrives in 2-3 business days, or "Express" - which arrives the next business day. When selecting any of these options, our shipping confirmation email will include your tracking number for quick reference and your convenience.
We have four convenient ways to order.
Shop our website and place your selections into your shopping cart. Once finished, proceed to check out. Visa, Master Card, American Express and Discover cards are accepted.
Phone: Please reference the phone number and hours listed on the Contact Us page.
Our knowledgeable customer service representatives will be happy to assist with your purchases.
Complete your order form and be sure to include your name, address, phone number, and credit card number, expiration date and security code. If more than one order form is needed, please include your name and phone number on each additional sheet. If transmission problems occur please mark the second fax as a "duplicate" or contact our customer service department at 800-936-9831.
Send your completed reorder form or provide the item number, brief description of the product, quantity desired along with your contact information to:
ACCO Brands Direct
PO Box 400
Sidney, NY 13838
Please note: Payment in U.S. dollars made payable to "ACCO Brands Direct", must accompany all orders.
We have consolidated all of our products to our Sidney, NY, location for shipping. Orders will ship from:
ACCO Brands Direct
PO Box 400
Sidney, NY 13838
Unfortunately, this site cannot accept orders from outside Canada. If you're located in the United States, you can switch the U.S. version of this site by selecting the flag from the top right of any page.
From time to time we offer special promotions or incentives to our valued customers. These promotions may be communicated via email or through special mailings like catalogs and may include a promotion that is required to receive the special incentive. These special offers are not usually advertised and are only offered through the use of a promotion code. To sign up for our email exclusives enter your email address in the form at the bottom of this website. Registered customers can also sign up on the Manage My Account page of their account.
The Security Code is required for all transactions with American Express, Discover, Visa and MasterCard. The Security Code is an added security feature used by your credit card company to protect you against online fraud. Because the Security Code number is not printed on your receipts, it helps to ensure that someone is not using your credit card information fraudulently. The digits are printed on your card, rather then engraved on the plastic like the digits of your credit card number. The Security Code is used to verify you have possession of the credit card you are attempting to use. For your safety, we only accept credit cards with a Security Code number.
Visa, MasterCard, Discover: The Security Code is a 3-digit security code printed on the back of your Visa, MasterCard or Discover Card. The number appears on the signature strip after the last four digits of your account number. The signature strip may contain your entire account number or just the last four digits of your account number. Either way, the Security Code will appear after the last four digits of your account number.
American Express: On American Express cards, the CCID is 4-digits and appears on the front of the card above your account number to the far right.
Your order will be billed as ACCO Brands Direct on your credit card statement.
As required by Federal and State Laws, a supplier must maintain a current, signed, dated and approved state tax exempt certificate for any active customer who will not pay state sales tax.
Please use a state-approved tax exempt certificate for each state in which you do business and ensure it contains the following information:
• Your company’s complete name and address
• The seller name (ACCO Brands USA LLC)
• Signature, date and title
• Also include your customer account number at the top of your certificate. If you are unsure of your customer account number, contact Customer Service to obtain your number.
Mail or fax your order with payment and a completed copy of your tax-exempt form to:
ACCO Brands Direct
PO Box 400
Sidney, NY 13838
- How do I find my product number?
- What do I do if my product is defective?
- How do I make an exchange or return?
- How do I submit a Customer Review?
- Why can't I find a product in the stores?
- Why can't I find the product I am looking for on the website?
- My product is backordered, when will it be available?
- My product is gone for good, what can I do?
We understand finding a product number may be difficult. Depending on your product, the product number can be found in one or more locations:
On the product UPC/barcode.
Embossed on the outside back cover, lower right hand corner.
On the reorder reminder found around the months of August, September and October for regular year products and the months of May and June for Academic/Fiscal/Student products.
It is best to return your defective product to the original place of purchase. If the original location will not accept your return, please contact us by contacting Customer Care.
If purchased directly from us, please complete the Returns/Replacements form found in your shipment. Be sure to include your contact information along with the item number and a defect description.
A customer service representative will be in contact upon receipt of your communication. Please refrain from mailing or disposing of the product until a customer service representative has contacted you.
For products purchased from a local store or through an office product dealers catalog, please return the product to where it was originally purchased. If the original location will not accept your return, you may contact us for assistance.
For all purchases ordered directly from us either online, by phone or through the mail, please complete the Returns/Replacements form found in your shipment. Be sure to include your contact information along with the item number and a reason for the return. A customer service representative will contact you to assist with the issue.
Go to the product detail page of the item you would like to review. Click the "Write a Review" link at the bottom of the product details page. You must have a registered account to write a review.
Most retailers selling dated products stock their shelves to accommodate seasonal selling periods and customer needs. Please continue to advise your retailer of your buying requirements.
Some items may not be available online as they are exclusive to specific retailers or resellers. If you need more help looking for an item, please contact our customer service.
Expected time to deliver your product will be shown in italics above the "Add to Cart" button on the product page. You can always check back from time to time to see if that has changed or contact customer service for more information.
If your product has been discontinued you may see other like items recommended as a substitute when you attempt to renew your order by visiting the order history page under "My Account" and selecting your previous order for that item. There are also other recommended products that will be shown when you attempt to search for that item. You can always contact customer service for additional assistance in locating a product that may best meet your needs.
- Do you offer software?
- Where can I submit artwork?
- Do you honor donation requests?
- I have a media inquiry. Who can I talk to?
- Who is ACCO Brands?
Currently we do not offer a software solution for our products.
Many of our products, especially decorative items, contain photography and artwork from various artists. We encourage submissions from new sources. Before submitting images for consideration, please send non-returnable samples of your work to be reviewed by our marketing and design team. Non-returnable samples could include tear sheets, promotional pieces, prints and transparencies. Submit non-returnable samples, a brief summary of your experience along with web address for additional images to:
We receive and evaluate new artwork every month. Submissions will be evaluated and notified of next steps.
We are committed to being a part of the communities across the country in which our employees live and work. As such, we and our employees give back to our communities in a variety of ways.
If you are seeking a sponsorship or donation for a community event or fundraiser, we suggest you provide your request five weeks in advance in writing on letterhead stationery of the organization for which the donation is being requested. Only written requests will be honored and must be mailed to:
Consumer Affairs Department
PO Box 290001
Dayton, OH 45429-1290
Regrettably, we receive many more requests for support than we can possibly fund. Therefore, some are declined even though they meet the requirements and are indeed worthwhile endeavors.
All media inquires should be directed to:
ACCO Brands Media Relations
4 Corporate Drive
Lake Zurich, IL 60047
ACCO Brands, the Home of Great Brands Built by Great People, designs, manufactures and markets consumer and end-user products that help people work, learn, play and thrive. Our widely recognized brands include AT-A-GLANCE®, Five Star®, Kensington®, Leitz®, Mead®, PowerA®, Swingline®, Tilibra® and many others.
More information about ACCO Brands Corporation (NYSE: ACCO) can be found at www.accobrands.com