Shipping & Returns
1What is your return policy?
Please navigate to the DISTRIBUTORS tab above, then click All Assets under the DISTRIBUTOR ASSETS header to navigate to the Ex-Cell Kaiser Dropbox. Open the RESOURCES folder, and select the Ex-Cell Kaiser Return Policy.
If you have further questions, please contact Customer Service with the form below or via email at [email protected].
2What are my shipping options?
Your shipping options include: drop-shipping via freight, providing your own shipping account information on our website or specified on your PO, or we also offer customer pick-up straight from Ex-Cell Kaiser.
3How will I know that my order has shipped?
You will receive a shipping confirmation email from our Customer Service Team within 1 business day of your order leaving Ex-Cell Kaiser.
4How do I submit a freight quote request?
You can email Customer Service at [email protected], or follow the steps on our Request a Freight Quote page.
To navigate to this webpage, click DISTRIBUTORS at the top of this page, then click LEARN MORE under the Request a Freight Quote Header.
5I submitted a freight quote request. When will I hear back?
If your request is received M-F between 8AM and 3PM CST, you will receive a reply within 2 hours. Freight quote requests received outside of normal business hours will be responded to within 2 hours of the office re-opening.
6I need to submit an RMA.
Please contact Customer Service directly at [email protected] or (847) 451-0451.
7What is your warranty?
Please read our Limited Warranty Statement. Click the DISTRIBUTORS tab at the top of this page, then click ALL ASSETS under the Distributor Assets header to navigate to our Dropbox. From there, click on the RESOURCES folder and find the Limited Warranty Statement document.
If you have additional questions, please contact our Customer Service team at [email protected] or (847) 451-0451.
8Who should I call regarding my current order status?
Please contact our Customer Service team at [email protected] or (847) 451-0451.
9How long will it take to ship my order?
Depending on the product(s) included in your order and the current workload of our plant, your order will be shipped in about 10 business days. This timeline is subject to change with custom or high-volume orders.
Please contact Customer Service for more information at [email protected] or (847) 451-0451.
10Do you ship your products anywhere in the United States?
Yes!
11Do you ship to other countries?
Yes! We ship anywhere in the United States, Canada, or Mexico.
Orders
1When will I receive my order?
Depending on the product(s) included in your order and the current workload of our staff, your order will be shipped in about 10 business days. Subject to change with custom or high-volume orders.
For more information, please contact Customer Service at [email protected] or (847) 451-0451.
2Can I make changes to an order I already placed?
Contact Customer Service at [email protected] or (847) 451-0451 as soon as you realize a change needs to be made to your order.
Please note that if your item(s) is too far along in the production process, it is possible that we are unable to make changes.
3How do I cancel my order?
Contact Customer Service at [email protected] or (847) 451-0451.
4How do I place an order?
To place an order, contact our Customer Service team at [email protected] or (847) 451-0451 and they will connect you to a distributor in your area.
You are also welcome to place an order right here on our website by adding the item(s) to your cart and following the checkout process by paying with a credit card.
Dimensions
1How big are the decals?
Please navigate to the Decals Guide 2023 document by clicking the DISTRIBUTORS tab above, then clicking on ALL ASSETS under the Distributor Assets header. This will take you to our Dropbox. From there, navigate to the RESOURCES folder and click on the Decals Guide 2023 document.
All sizing information for each decal is listed in this PDF.
2How big are your trash cans?
Each product page contains dimension information.
Please visit the webpage of the product you are interested in and navigate to the Additional Information tab.
3I want a custom logo. How big can it be?
It depends on the item(s) you are interested in. Please contact Customer Service at [email protected] or (847) 451-0451 for further information.
My Account
1How do I login to my account?
Look in the top RIGHT corner of the screen for the “My Account” header. Click on this, and it will take you to the login screen.
2How do I create an account?
There are two methods of creating an account on our website.
Method 1: Navigate to www.ex-cell.com. From the homepage, look in the top RIGHT corner of the screen for the “Create a Distributor Account” header. Click on this, and it will take you to sign-up screen.
Method 2: Add the item(s) you wish to purchase to your cart. Proceed to checkout. In the BILLING DETAILS section of the checkout page, right below where you enter an email address, there is a CREATE AN ACCOUNT? Button. Make sure this is checked if you would like to create an account upon checkout.
3I forgot my password.
From the login screen, click “Lost your password?” and follow the prompts.
4How do I change my password?
If you are NOT logged in already: From the login screen, click “Lost your password?” and follow the prompts.
If you ARE logged in already: Navigate to the My Account page by clicking the MY ACCOUNT header in the top right-hand corner of your screen. From the My Account page, click Account Details on the left side of the screen. Enter a new password in the NEW PASSWORD field, then confirm it, and click SAVE CHANGES.
General
1Where are you located?
We are located in Franklin Park, IL, just southeast of the O’Hare International Airport.
11240 Melrose Ave. Franklin Park, IL 60131
2How do I become a distributor?
Please click the DISTRIBUTORS header above. Then click View Instructions underneath the “How to Become a Distributor” header.
If you have additional questions, please contact Customer Service at [email protected] or (847) 451-0451.
3Is there recycled content in your products?
Yes! All Ex-Cell Kaiser products are manufactured with at LEAST 30% recycled materials, and some items have up to 70% recycled contents.
4Where do you get the recycled content for your receptacles?
86% of our materials are sourced from providers that are within 75 miles of our facility, and the remaining 14% are sourced from providers that are located within the United States but are outside of that 75 mile radius.
5What are your receptacles made of?
Most Ex-Cell Kaiser receptacles are made from steel and recycled steel. Some items we manufacture are comprised of Aluminum.
6Where are your receptacles made?
Every Ex-Cell Kaiser receptacle is produced in the United States, at our facility in Franklin Park, IL.
7What forms of payment do you accept?
We accept all major forms of payment including: Visa, MasterCard, American Express, Discover, Diners Club International, and JCB.
Please reach out to Customer Service at [email protected] or (847) 451-0451 if you have additional questions regarding payment methods.
8Do you sell direct or do I have to contact a distributor?
We do sell direct, but our main form of sale is through distribution.
If you would like to be placed in contact with a distributor in your area, please contact Customer Service at [email protected] or (847) 451-0451.
Products
1Can I customize your product?
Yes! Most Ex-Cell Kaiser products are customizable in a variety of ways including custom powder coat paint colors, decals, laser cutting, vinyl wrapping, etc.
Please contact Customer Service at [email protected] or (847) 451-0451 for more information regarding custom orders.
2How do I place a custom order?
Click on the CUSTOIM INNOVATIONS header above. Underneath the “Branded Solutions” section, click Personalize a Product. Fill out the form on this page, and someone from our Customer Service Team will provide you with a quote.
If you have additional questions, please contact Customer Service directly at [email protected] or (847) 451-0451.
3What are the standard Kaleidoscope Lid Options?
Standard Lid Openings for the Kaleidoscope Collection and Black Tie Series include square (or half-circle for the HR units) Trash Openings or “saucer-shaped” Comingle Openings.
All circle or paper slot openings are considered CUSTOM and will incur additional fees.
Please see the Lids Guide 2023 document by navigating to the DISTRIBUTORS tab at the top of the screen, then click ALL ASSETS under the Distributor Assets header to be taken to our Dropbox. From there, click on the RESOURCES folder, and find the Lids Guide 2023 Document. All Lid information can be found here.
4What are the standard Kaleidoscope decal options?
- CANS/BOTTLES with Mobius Arrows icon
- ORGANICS with Trash Man icon
- PAPER with Mobius Arrows icon
- PLASTIC with Mobius Arrows icon
- RECYCLABLES with Mobius Arrows icon
- TRASH with Trash Man icon
We offer 30+ non-stock decal options for an additional charge.
Please see the Decals Guide 2023 document by clicking on the DISTRIBUTORS tab above, then clicking on ALL ASSETS under the Distributor Assets header to open our Dropbox. From there, click on the RESOURCES folder, then open the Decals Guide 2023 document for all decal information.
5Do I have to pay extra for custom receptacles?
Yes. Depending on quantity, style, and type of customization, the additional fees will vary.
Please contact Customer Service at [email protected] or (847) 451-0451 for further information.
6Are your products ADA compliant?
Yes, all Ex-Cell Kaiser receptacles are ADA compliant.
DIDN'T GET YOUR QUESTION ANSWERED?
LOCATION
and HOURS
Ex-Cell Kaiser
11240 Melrose Avenue
Franklin Park, IL 60131
- 800 - 430 CST
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Whether you have a question about your account, need assistance with an order, or you want to know more about a product, we want to know what's on your mind.
THE EX-CELL KAISER ADVANTAGE
UNBEATABLE DELIVERY
With the quickest ship times in the industry on EVERY SINGLE PRODUCT, Ex-Cell ships in an average 10 days or less! Compare to any competitor and we will come out on top.
AMERICAN-MADE
Designed and manufactured in the heartland of America. All Ex-Cell products are sustainably created in the United States of America with 86% locally-sourced materials.
90 YEARS OF EXPERIENCE
After 90 years in business, Ex-Cell knows how important it is to listen to customers and monitor the marketplace, which means producing products that meet customers' needs.