Auto-Restock Frequently Asked Questions

Your Auto-Restock orders use a dedicated delivery address vault to ensure multi-location branch orders are routed correctly.

• Important Note: Updating your standard store account address book does not automatically update your scheduled Auto-Restock orders.
• To update a restock delivery address: Log in to your account, navigate to Auto-Restock Orders, select the My Addresses tab, and edit or add your required branch delivery address directly.

If your card expires or your business issues a new payment card, you can update it instantly without needing to re-subscribe:

1. Log in and go to Auto-Restock Orders.
2. Click the Payment Methods tab in the portal navigation bar.
3. Select Add Payment Method to securely store your new card.
4. If applicable, assign the new card as the default payment method for your active restock plans.

If an automated renewal attempt fails, our system will send you an automated notification. Common causes include:

• An expired card date.
• Reissued corporate card numbers.
• Temporary banking limits on automated business transactions.

You can resolve this immediately by logging into your portal, opening the Payment Methods tab, and updating your card details. Our system will automatically retry the scheduled order once the card is updated.

For strict security reasons, our payment system may occasionally decline a transaction or fail to save your card properly if you begin the checkout process as a guest and then sign into your account halfway through.

If you experience an error or want to ensure your card is securely linked for your automated deliveries:

• For new orders: Please ensure you are fully logged into your trade account before adding restock items to your basket and proceeding to checkout.
• If your order went through but you need to fix your saved card: Navigate to Auto-Restock Orders in your account portal, click the Payment Methods tab, delete the existing card, and add it again securely.

Because the Auto-Restock system relies on automated background billing, scheduled deliveries cannot be invoiced to your standard 30-day trade credit account. The system requires a securely saved credit or debit card to process the recurring charges.

However, you are still absolutely welcome to use the Auto-Restock service to take advantage of the convenience and the 5% discount! To do so, simply complete your Auto-Restock checkout using a valid payment card. These specific scheduled deliveries will be charged to your card directly upon dispatch, while your standard, one-off website orders can continue to be placed on your normal account credit terms.

You automatically earn Pioneer points every time a restock order leaves our warehouse. To protect your account balance and ensure accuracy, points are awarded upon dispatch rather than when the automated invoice is first generated.

Just a quick reminder: While you earn points on these automated deliveries, you can only spend your accumulated balance on standard, one-off orders placed directly through the website. Points cannot be automatically redeemed against scheduled restock deliveries.

Yes. You retain complete flexibility over your restock schedules at all times:

• To change delivery frequency or date: Go to Auto-Restock Orders, choose your active plan, and select Edit Schedule.
• To pause or cancel: Select Pause Restock or Cancel Restock at least 24 hours prior to your next scheduled billing date.