Frequently Asked Questions (FAQs)
Choose from the following categories to find FAQs on that topic. For all other questions or comments, please visit our Customer Support page.
Orders, Pricing and Returns
How do I view my order details?
You must be registered to view your order details. You can either log in to "My Account" or create a new account. After you have created a new account, it will take 1-2 business day to display your order history.
How long will it take to receive my order?
Most orders will ship within 2 business days, subject to credit approval. Actual delivery will depend on the shipping method and your destination. Ground shipment orders to Canada are shipped on Fridays.
How much do you charge for shipping?
Shipping and handling costs are based on the order total, shipment weight, shipping method, and destination. As part of the ordering process, you will be presented with shipping options and total charges.
What is a Temporary Internet Order Number?
When you submit an order through JJKeller.com, you will receive a Temporary Internet Order Number. This number allows you to check on the status of your order as often as you like. Just log in to "My Account" or create a new account and click on the "My Order Status" link. Your status will be kept on file until your order has been fulfilled. For non-Internet orders, please contact us at 1-800-327-6868.
What is a subscription fulfillment charge?
If you purchase a subscription product, a one-time charge for postage and handling, based on the term of the subscription, will be added to your order. Please note: When ordering a subscription product, enter the address to which you would like your subscription sent in the "Ship To" area of our online order form.
Is additional pricing available other than what is listed?
Yes. Please contact us at 1-877-564-2333 with any pricing questions.
What is your return policy?
Customer satisfaction is 100% guaranteed. If, for any reason, you feel that a J. J. Keller product or service does not meet your expectations, we will act promptly and courteously to ensure your complete satisfaction. Returns of stock products will be accepted within 30 days of shipment.
Some exclusions apply, see an associate for details.
Electronic Logging Device (ELD) Returns
Upon JJKA authorization, customers may return ELDs and harnesses directly to J. J. Keller within 60 days from shipment date if product is in “Like New” condition.
- All returns are subject to a 15% restocking fee
- Shipping and Handling charges are non-refundable
- Return Merchandise Authorization (RMA) Number – Returns will not be accepted unless accompanied by a unique RMA number issued by J. J. Keller. Customer may obtain an RMA by contacting J. J. Keller.
- Returned Products Must Be Complete – All products MUST be returned 100% complete, including ELDs and harnesses. J. J. Keller reserves the right to refuse the return of any incomplete product received.
- Once product has been returned to J. J. Keller and condition has been assessed, a credit memo will be issued minus the 15% restocking fees.
- If the product has been damaged through customer misuse, missing parts, tampered with or the device is not in “Like New” condition, additional fees will be assessed.
Electronic logging devices financed through the Monthly ELD Hardware Service Fee are excluded from this return policy and are not eligible for return.
How do I return a J. J. Keller product?
If you would like to return a J. J. Keller product for any reason, please contact us toll-free at 1-800-327-6868 or by email at email@example.com.
What if my company name and/or address changes?
To request a change of company name and/or address, email us the information off the mailing label we are sending you, as well as the new company name/address information. Please email this information to firstname.lastname@example.org.
In what currency are JJKeller.com prices shown?
All prices stated are in US dollars.
Billing and Payment
Is it safe to use my credit card?
Yes. You can safely enter your entire credit card number via our secure server, which encrypts all submitted information. To provide you with an additional layer of security, all credit card numbers are stored on a computer that is not connected to the Internet.
What is your billing policy?
Standard billing for accounts with approved credit is Net 30 Days. To apply for credit, please contact us at 1-800-327-6868 for orders over $75.
What forms of payment do you accept?
We will invoice your account if you have approved credit. Invoices must be paid in U.S. funds. Orders less than $75 require prepayment. For prepayment, we accept VISA, MasterCard, and American Express. For Publications/Products, remit to: PO Box 6609, Carol Stream, IL 60197-6609. For Services, remit to: PO Box 6614, Carol Stream, IL 60197-6614.
How do I establish a line of credit with your company?
To establish a line of credit, we will either check Dun & Bradstreet for a credit listing under your company name, or you can provide us with three credit references (i.e. one bank and two vendors). You must also have an order in place, as we do not establish lines of credit in advance. Please call us toll-free at 1-800-327-6868 to apply for credit.
What is a General Ledger/Accounting Code?
This is data that a customer provides to the vendor and is for the customer's own use. It is also referred to as a Customer Code, Variable Data Field, Point of Sale Accounting Code, or Customer Reference. The data is used by the customer as a reference in reconciling their credit card charges.
What is your tax policy?
In the United States, all applicable state, county and local sales tax will be added to your order, except if shipping to AK, DE, HI, MT, NH, NM, OR, or WY. We reserve the right to add sales tax where required. In Canada, applicable GST/HST rates will apply on the sale of goods and services. For international orders, there may also be duties and taxes imposed on your order that are not included in the prices displayed as they appear during the checkout process. You may check with your local Customs Office for those charges.
If I work for a tax exempt organization, will I be charged taxes on JJKeller.com?
When placing an order on JJKeller.com, you will see a charge for taxes on the "Order Summary" page, even if you're representing a tax exempt organization. However, that charge will be removed at billing provided that J. J. Keller has an approved, fully completed tax exempt certificate on file for your organization.
Tax exemption certificates can be faxed to J. J. Keller at 1-920-727-7518. Also, to help us quickly process your "tax exempt" order, please fax your Order Number (located on the Order Confirmation page) along with your tax exemption certificate.
Product taxability and customer exemptions are dependent on individual state statutory guidelines and requirements.
What is a duty charge?
The amount of tax paid on an imported good. The duty charge is calculated using the tariff rate and the value of the goods.
What is a customs broker fee?
Fees charged for an intermediary, representing a shipper or importer, who clears international shipments at the border. A customs broker will assist with the necessary paperwork and submit any applicable duties and taxes to the countries involved. The duties, taxes, and fees for this service will be added to your order total.
Emails and Promotions
How do I get my name removed from your print mailing lists?
To remove your name from our mailing lists, we need the information from the mailing label you received from us. The information should include the company name and location as well as the numbers listed across the top of the label. Please email this to email@example.com.
How do I change my email address with you?
On the JJKeller.com home page, click the "Email Preferences" link under Customer Service at the bottom of the page. You may also click the "Change email preferences" link underneath the email address box and sign up button at the bottom of the page. Or, click here to go directly to the Email Preferences Center.
How can I select which type of email I’d like to receive from J. J. Keller?
At J. J. Keller, our goal is to send you timely, relevant email updates that will make your job easier. You can sign up to receive several different types of email messages, including SafetyClicks™ and HRClicks™ (our email newsletters), money-saving offers, emerging compliance issues, and more. Click here to select what type of email you'd like to receive.
Are there restrictions on special promotional offers?
Yes — some restrictions do apply. Click here for full details.
Do you offer free previews of your products?
Yes! We offer video previews of our training programs; sample pages from guides, handbooks, and workbooks; sample forms; and online demos of software and other management tools. These are available on the product page for the item.
What is KellerOnline®?
KellerOnline® (KOL), is the most widely used safety management tool on the web. More than 19,000 safety professionals rely on KOL to manage their safety programs. KOL integrates a safety management process with reference materials, tools, and applications in order to help users reduce accident rates, decrease injuries, and lower workers' compensation costs. Click here to learn more.
What is Encompass®?
Encompass is a powerful online service that can help you streamline your driver management tasks — including driver recruiting and hiring, driver qualification, hours-of-service auditing, alcohol and drug testing, accident recordkeeping, and more. Encompass provides automatic compliance alerts, reduces your exposure to risk, and centralizes important driver information. Click here to learn more.
What is Prospera®?
Prospera® is an online people management tool that provides a better approach to engage and develop the people in your organization. It helps over 5,000 human resource professionals to recruit and retain quality employees, increase employee engagement and job satisfaction, guide employees and themselves in career development, and collect truly actionable feedback. Click here to learn more.
What is FleetMentor®?
Excellence in fleet operations depends on effective management of fleet personnel, operations and safety. FleetMentor® is the only service that provides fleet managers with the tools and resources necessary to manage all three. FleetMentor® has more than 60 interactive tools to help fleet managers stay in control, get more done, and be successful. Click here to learn more.
Customization and Personalization
Can we incorporate some of our company-specific information into a J. J. Keller video, publication, or other content?
Yes. Merging your company's information with J. J. Keller content is an excellent way to achieve a custom feel, often at minimal cost. For inquiries regarding incorporating your content into J. J. Keller products, please contact us at 1-800-327-6868. Click here to learn more.
Can I have a product imprinted to my company specifications?
Yes. Our site features numerous customizable products, such as HMIS labels, traffic signs, and more. In addition, many of our our security seals and log books are customizable, as well as PARS and PAPS barcoded labels. For inquiries regarding imprinting or customizing any other stock J. J. Keller product, please contact us at 1-800-327-6868.
What are J. J. Keller's imprint standards?
- Imprinted information will be in upper case lettering. This includes name, address, and all other imprinted information. If the name or address is very lengthy, it will be typeset in upper and lower case to be more legible.
- Standard Company Name Punctuation Procedure:
- Periods will be put after Inc., Ltd., and other standard abbreviations.
- There will be no spaces, periods, or commas in the company name and/or company name initials.
- No comma will precede Inc., Ltd., or Co.
- Standard Address Punctuation Procedure:
- Commas will be put between the city and state, the rural route and P.O. Box, the street address and the P.O. Box.
- Hyphens will be put between the street address and city. Hyphens will be used in phone numbers, unless parentheses are requested, i.e., (800-327-6868).
What is an overrun?
Imprint log orders with J. J. Keller are subject to a 10% overrun (a printing industry standard). An overrun quantity and charge will be added automatically to your online order. Your final invoice may reflect a higher price than quoted online.