SUPRA / Office Depot FAQ

FAQ Directory

GENERAL INFORMATION


Who is Supra Office Solutions, Inc.?

Supra Office Solutions, Inc. (SUPRA) is the platinum-level supplier of office supplies for the University of Pittsburgh.

Based in Pennsylvania, SUPRA is a Diversity Business Enterprise (DBE) located in a Historically Underutilized Business (HUB) Zone.  In addition, the SUPRA team has established a reputation for providing innovative ideas and processes to a national account base.


Who is Office Depot, Inc.?

Formed by the merger of Office Depot and OfficeMax in November 2013, Office Depot, Inc. is a leading global provider of products, services, and solutions for every workplace. Office Depot, Inc. is a resource and a catalyst to help customers work better. They are a single source for everything customers need to be more productive, including core office supplies. 

The new company, which would have had combined revenue for the 12 months ended September 28, 2013 of approximately $17 billion, now employs about 66,000 associates worldwide. Office Depot, Inc. serves consumers and businesses in 59 countries with more than 2,200 retail stores, award-winning e-commerce sites, and a dedicated business-to-business sales organization -- all delivered through a global network of wholly owned operations, joint ventures, licensees, franchisees and alliance partners. The company's portfolio of leading brands includes Office Depot, OfficeMax, OfficeMax Grand & Toy, Viking, Ativa, TUL, Foray, and DiVOGA.

I understand that Office Depot and OfficeMax recently completed a merger.   What does this mean for the University?

Post-merger, the legacy OfficeMax business is transitioning and moving forward will be rebranded as Office Depot, Inc.  This will require some changes at the University level.  Regarding product selection, we are effectively changing over from Office Max to post-merger OfficeDepot, Inc.  Please note that you will need to transition to new part numbers to place orders for office supplies.

What are the savings benefits?

The combined efforts of this initiative will present significant savings to the University, including product cost advantages, shipping and handling charges, and order processing savings. Overall, the University will save approximately $1.3 million during the course of the five-year contract.


How does supplier consolidation increase efficiency?

The consolidation of office supplies increases efficiency by:

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PAPER

In the past, I have purchased Diverse Earth brand paper from SUPRA, but I cannot find it in the new Supra punchout.

Supra is able to provide an equivalent product called Destiny paper. The Destiny paper is Item#271195.  Please use this item number in the Order By Item or Search Box to locate this paper in the new punchout. 

I can no longer find the paper selection that I have ordered in the past  

Supra has access to preferential pricing on Boise brand paper through their strategic alliance partner, Office Depot. 

To learn more about the benefits of Boise brand paper, please review the Boise Multi-Purpose Papers information sheet.

How do I know whether my paper selection will work in my printer?

Supra is able to provide you with a sample ream of paper so that you have a chance to evaluate its performance with your printer. To request a sample, please contact the SUPRA Customer Service at 1-855-777-8772 or UPitt@SupraOS.com.

In the past, I have purchased a specific type of colored copy paper, but I cannot find it in the Supra punchout.

Supra is able to provide you with a color swatch book with the complete Boise offering to help you with the color selection process.  If needed, you can also request a sample ream of paper to evaluate its performance with your printer. To request a color swatch guide or sample ream, please contact the SUPRA Customer Service at 1-855-777-8772 or UPitt@SupraOS.com.

To learn more about the benefits of Boise brand paper, please review the Boise FireWorx   Colored Papers information sheet.

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INK & TONER

How can I find ink or toner for my printer?

Utilize the “Ink and Toner Finder” feature on the gray bar within the punchout. Follow the easy, 3-step process by inputting manufacturer, product line and model. If you are unable to find the correct item, contact SUPRA customer service or your local sales representatives for further assistance.

I can no longer find the ink and toner selection that I have ordered in the past.

You will no longer be able to buy OfficeMax brand ink and toner from SUPRA. SUPRA has access to preferential pricing on Office Depot ink & toner through their strategic alliance partner, Office Depot.   Select “Ink and Toner” category listed at the top of the punchout homepage to access your Ink and Toner Finder tool for help finding the right item. 

Supra customer service (1-855-777-8772) is always available to answer your questions about product and help you find products.

For product warranty information, see We Have you Covered.

How do I know whether my ink and toner selection will work in my printer?

The Office Depot brand ink and toner is guaranteed by a 100% satisfaction guarantee. If in using the Office Depot brand products under normal business conditions during the 12 month warranty period they fail to perform to expectations, you should contact Supra Customer Service. Supra will help initiate the warranty process with the manufacturer who is responsible for issuing the credit of 100% of the purchase price.

For product warranty information, see We Have you Covered.

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PERSONAL PURCHASE DISCOUNT PROGRAM

How do I get access to the University's SUPRA Office Solutions' contract pricing with its strategic alliance retail and online partner, Office Depot?


It is easy. For retail and online purchases, view the instructions here.


What will happen to my current OfficeMax personal purchase account?

The OfficeMax employee purchasing site will remain active until the end of June.  Your account will automatically be deactivated at the end of June 2015.

If I still purchase from the existing OfficeMax personal purchase site will the existing discounts remain in place through the end of June 2015?

Yes, the current pricing will remain in effect for June 2015, however, it is recommended that personal purchases are transitioned over to the new program available with SUPRA Office Solutions' contract pricing with its strategic alliance retail and online partner, Office Depot. 

What if I already have an OfficeMax store purchasing card?

You will no longer be able to use this card.  Please follow the new instructions for retail purchases.


Can I use the Retail Connect card at Office Depot stores?

No. Retail Connect cards cannot be used in Office Depot stores.

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SORTING, SEARCHING & ORDERING


How do I place orders with Supra?

Supra is a PantherExpress System enabled supplier.  Log into the PantherExpress System and click on the SUPRA icon to begin shopping the punchout.  You can shop the punchout by using the Search Box or the Order by Item feature, or you can use the product categories displayed at the top of the punchout to drill down for specific products.

I do not have access to the PantherExpress System.  How can I place orders from SUPRA?

In order to place orders for office supplies, purchasers must be registered PantherExpress System users.  See instructions here.


Why can’t I find the OfficeMax brand product I have purchased in the past?

Supra's strategic alliance partner is Office Depot, therefore, if you purchased the OfficeMax brand in the past, you now purchase the OfficeDepot brand, as it is equivalent to OfficeMax. If you have a list of parts, follow these instructions to have them cross-referenced.

How do I search for the items I need?

There are Categories that will help you to research the product before you order, enabling you to drill down into sub-categories.

The keyword search will allow you to search by keywords, with a predictive search box helping to eliminate misspelled words and helping with search terms.  You may also use the Quick Entry form to enter up to twenty item numbers and quantities for items you want to purchase.

Supra customer service at 1-855-777-8772 is always available to answer your questions about product and help you find products.

Am I able to use the old Supra part number (the number used prior to July 2015) in the new punchout?

The old Supra parts were a combination of the manufacturer part numbers with a merchandise class code for each item (letter and number example A2653YW - 3M post it note) as a prefix.  Moving forward, if you are using those old Supra part number you will need to drop the first letter and number and just use the manufacturer part number which will cross reference in the site. As a result of the change to a new supply chain you will not be able to use these old Supra part numbers in the new punchout.

If you have a list of old Supra part number you will need to drop the first letter and number and just use the manufacturer part number, which will cross reference in the site.  Please follow the instructions on this page if you would like to complete this request.

I got an error message (illustrated below) after clicking the “back” button from the checkout page. Why did this happen?

The Back button should not be clicked while in checkout. Instead, you should use the links on the page to navigate where you need to go. For example, if you need to get back into the PantherExpress System, click the Checkout button.


What is a shopping list?

A shopping list contains items that are ordered frequently. The items can be added to a Personal Shopping List when browsing the Catalog or from the Quick Entry form. Personal shopping lists are created by you, for your exclusive use. They cannot be viewed by any other end users. It is highly encouraged to add items to your shopping list(s) to make it easy to locate the correct part number for future reordering.

Can I create my own personal shopping lists?

Yes, creating your own personal shopping list will help you keep track of your regularly purchased items. You can create your own personal shopping list(s) as you shop. Simply click the Add to List button when viewing an item, so that you can easily find these items the next time you order. You can also create a personal shopping list from the Manage Lists link on the My List link. You can create as many personal lists as you would like, but you are limited to 200 items per list.

What is the difference between Sort by Contract Items and Best Value Items?

The Best Value indicator is applied to all University Core items.  You can use this Sort By feature to return the Core items that are in your results. Contract Items is a classification in the Supra site to identify contract items that are part of a GPO. The University does not have any other contract items in the Supra punchout so the best sort option to use is Best Value.

I cannot find an item I need in the online catalog.  Can I still order the item?

The Supra product offering has been optimized to deliver the best value, and you should fully consider these best-value products before sourcing alternate products. For any item not found in the catalog, contact SUPRA customer service or your local sales representatives.  Additionally in the PantherExpress System, you can place an order for office supply items using the Non-Catalog Form.

How can I find recycled items?

A recycled icon appears next to recycled items in the online catalog. You can also find recycled items by selecting and applying the recycled icon to the left of your Search results.

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DELIVERY & RETURNS

Does Supra provide free shipping on orders?

Yes, SUPRA will pay all freight charges for standard ground delivery.  Please note that any request for expedited shipping will be at the expense of the University purchaser, and will be assessed on the invoice.  Exceptions include "project furniture" and "specials orders" which will be quoted separately and shipping costs will be built into the cost of the product at the time the item is quoted.

When should I place an order to receive it the next business day?

SUPRA recommends having the order created, approved and sent by 4 p.m. in order to ensure next business day delivery.  If your order gets delayed in your approval process, it will not be transmitted to SUPRA and therefore, will not be able to be shipped.  Place your order by 4 p.m. and get it the next business day. Orders placed on a Saturday are delivered the following Tuesday. 

When should I expect delivery of my order?

For items that are in stock, order will be delivery next business day if the order is received by 4pm in your delivery time zone.  Many orders will be available as next day delivery, however, please review the Availability Status that is displayed beside the item in the punchout.  This will advise you of the exact item availability.  If it denotes limited availability, the item is not in stock in the warehouse but may need sourced for delivery.

How will I know if Supra has received my order?

For every order placed, you will receive an email confirmation that details your transaction and product status of the items you ordered.

What is the return policy?

Returns are accepted on stock catalog items in resalable condition with original packing slip and within 30 days of receipt of original shipment. SUPRA will replace all defective and damaged products at no charge to you within 30 days of invoicing the original order. Thereafter, you’ll need to follow the manufacturers’ product warranty policies.

How do I process a return?

For all returns, follow these guidelines.


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RESTRICTED ITEMS

I tried to buy an item through the Supra punchout today and got a restricted message.

If you are trying to purchase a "restricted" item, you will receive a restriction notice that looks like the messages below. Please note that some other restricted items and product categories will not provide this message but will not produce any search results.


Why can’t I purchase the "restricted" item?

There are certain items and categories of products that have been restricted from the Supra punchout due to other University-wide agreements in place.  Please refer to the Contracted Supplier page to find another contracted supplier to purchase the item you are looking for.

Additionally there are some items that are only available for in store purchases.  Therefore, any product that cannot be purchased in the punchout has been restricted. 

What should I do if I need to buy an item that is showing restricted?

Please refer to the Contracted Supplier page to find another contracted supplier to purchase the item you are looking for.

Who can I ask to get an item unrestricted?

Contact PantherExpress Customer Service to help determine if your item qualifies to be unrestricted.  


SPECIFIC RESTRICTED ITEMS
(e.g. Light Bulbs, and other Facilities Management Related Items)

I can no longer find light bulbs or other facilities related items that I have ordered in the past.

You will no longer be able to buy light bulbs, step stools, utility carts/dollys/hand trucks, ladders, folding tables, and door stoppers from SUPRA. Grainger, our contracted supplier for these types of items, has access to contractual pricing on these products.

Effective July 6, 2015, please use Grainger's punchout in the PantherExpress System to purchase these facilities management related products.

View this chart for a full list of restricted items and where to buy them.

You may also contact Grainger's Account Manager, Jeff Rhodes for help finding the specific item that you are looking for.

PRICING

The item that I want to purchase is not the same price than it was in the past. Is this because of the transition to the new punchout?

The pricing in the new catalog has been updated. By moving to this punchout, we will be shopping in a new custom catalog with updated pricing. Some prices will be the same, some prices will be lower, and some prices will higher.

Price increases typically fall into one of these three categories:

  1. The Office Supply Consolidation Initiative helps to provide the best overall (big picture) cost savings for a large university in terms of volume or overall spend. However, sometimes unfavorable item-to-item price discrepancies do occur. When this happens, Supra will work with you to resolve the price discrepancy.

  2. Supra has held pricing at 2013 levels for as long as reasonably possible. Manufacturers have updated their pricing since 2013, and Supra had to adjust pricing on some items in order to avoid significant losses.

  3. Some items have increased as a result of being incorrectly priced too low since inception (2013). At the request of the University, Supra held incorrectly low pricing for a reasonable period of time. Supra has corrected pricing in 2015 in order to avoid continued losses.

All of the pricing in the current punchout has been tested and validated for market competitiveness. If you find a specific item that is not cost effective, please forward your information Supra Customer Service at 1-855-777-8772 or UPitt@SupraOS.com. Supra will provide you with a suitable cost-effective product offering.

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CONTACT

Whom do I contact if I have a question?

For questions about order placement, products, order tracking and returns, call Supra Customer Service at 1-855-777-8772.

 

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