Frequently Asked Questions

1. How I do I search for a specific part?

Using the Search Bar function at the top of the web page, you may search for your specific part by entering the Serial, Conveyor or Part Number of the product you initially purchased.

Back to Top

2. Where do I view my web order number or sales order?

You can view your web order number and sales order number on the confirmation screen when you place an order, on the email receipt confirmation you receive after placing an order, and on the printable order receipt available after placing an order.

You can also review all recent and past orders on your account dashboard. This dashboard contains order numbers, order dates, order totals, and the current status of your order.

Back to Top

3. What if this is an emergency order?

If this is an emergency order, please call our customer service hotline (800.397.8664).

Back to Top

4. What is your return or exchange policy?

Please refer to our Terms & Conditions for our official return and exchange policy for all products purchased on the webstore. For specific order questions, please call our customer service hotline (800.397.8664) or email us at

Back to Top

5. Why can't I place a Purchase Order (PO)?

If you previously had the ability to place orders using a Purchase Order (PO), and no longer have the ability to do this- your account is currently on a credit hold. Contact Dorner for more details.

Back to Top

6. Why is a Purchase Order or Reference Number required?

We require a purchase order or reference number for both our order entry and record keeping purposes, as well as yours. Being able to quickly service our customers and reference their orders is important to us, and we want to be able to do this in the most efficient way possible.

Bill To and Ship To PO#'s
You can input both a Bill To PO# and Ship To PO# in this field. Simply separate the two numbers using a tilde, "~".
Example: 201906-002~ABC123-A34

Back to Top

7. How can I change my shipping address?

To add, edit, or delete shipping addresses, navigate to your Account Dashboard or the Account Information section. Click “Modify Addresses” or “New Shipping Address” to edit shipping addresses prior to checkout. You will be able to search these addresses during the checkout process and select which address you would like to ship to.

Back to Top

8. What are my shipping options?

We offer Federal Express (FedEx) shipping options for our webstore customers. You may choose from several shipping methods. Shipping prices will vary based on your location and shipping method selection. This price will be reflected on your order summary prior and post- checkout.

Back to Top

9. What if I want to use a different shipping method, a different shipping carrier, or my businesses shipping discount?

If you are interested in any of the above shipping options, please place your order directly through a Dorner sales representative or Dorner customer service representative.

Back to Top

10. How do I change my shipping address or shipping method while checking out?

  1. Click “Seach Address” on the Shipping page of the order process to search all the previously entered addresses for your account. The shipping address must be entered prior to checkout in order for the shipping address to show up during the address search process.
  2. Click to pencil icon next to the “Ship To:” or “Shipping Method:” section depending on which information you would like to edit. If you exit the order process or your shopping cart at any time, your products in the cart will still be there when you come back.

Back to Top

11. When will I receive my order?

Your lead time will depend on the product you’ve ordered and the shipping method you’ve selected. We you select a product, the product lead time will show on the product overview page. Your lead time will include that manufacturing lead time plus the number of days according to the shipping method you select.

Back to Top

12. How do I track my order?

After placing an order on the Dorner Webstore, you will receive an order confirmation email with details of your order and a link to track it’s progress.

Back to Top

13. Where do you store my personal information?

Please refer to our Privacy Policy for an in-depth look at what information we store and where we store it. We do not store any of your financial information on our servers or in our databases.

Back to Top

14. Why is the website loading slowly?

Because we pull historical data directly from our order processing system in order to deliver you the most precise ordering possible, our website can sometimes load slowly. Don’t worry, just give it some time.

Back to Top

15. I’m having trouble viewing some store pages- why?

It is recommended that you use the latest version of a browser to access the Dorner Webstore:

  • Google Chrome
  • Mozilla Firefox
  • Apple Safari
  • Microsoft Edge
  • Microsoft Internet Explorer 11

In addition, please ensure that Javascript and Cookies are enabled on your browser.

Back to Top

16. Having trouble finding your spare part?

If a part isn’t available, make sure to check in DTools prior to ordering for information regarding replaced parts

Back to Top

Copyright © 2018 Dorner Mfg. Corp