Interactive Voice Response System

Our Interactive Voice Response (IVR) System allows you to call and immediately access all the information you need - 24 hours a day! All you need is a touch tone phone.

The following information can be retrieved using our IVR system:

Product Information

Item Cost

• Stock Availability
• Account Information

Current Balance

• Last Payment received
• Last five invoices and credit memos

Order Status

• Ship Date
• Invoice / COD amount of package
• Shipping method (UPS Ground, FedEx, etc.)
• Tracking Number

How to use the IVR system

Please have your customer number and zip code (for your main billing address) ready. For security reasons, our system will prompt you to enter your correct customer number and zip code prior to accessing the IVR system.

Once the IVR is accessed:

For Account Information Menu, press 1.

System will automatically state your account balance then give you further options to check your last payment or to check the last five invoices and credit memos.

For Product Information Menu, press 2.

System will prompt you to press 1 to enter in the item number or 2 for instructions on how to enter in items.
Note: For old item number that contain letter, use the number on your touch-tone keypad that corresponds to that letter. For items containing a dash (-), use the asterisk (*) in place of the dash. (e.g. DR15030 would be entered as 3715*30#)

For Order Information Menu, press 3.

System will prompt you to enter in your Order Confirmation number - then give you the status of that order. If the order has shipped, the IVR system will read back the ship date, shipping method, the tracking number as well as the total invoice amount.

At any time while you are in any IVR menu, the following options are available:

Press 9 to return to the main menu
Press * to repeat a message
Press 0 to speak to a live agent
Note: To place an order, you must speak to a live agent. Information entered into the IVR does not transfer to the agent.