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Evergreen Help Center

Our most frequently asked questions complete with video tutorials.

 

Getting Started

 

How do I shop on My Evergreen Online?

We are thrilled you’re joining our Evergreen community! If you have never shopped with us before, you will first have to Register for an account. Our team will review your registration, and if approved you will have full access to our website and can start shopping. 

If you are an existing customer from our old site, you must complete a one-time Express Registration to securely transfer your account and start using the new site. If you are an existing customer and you have already completed your one-time Express Registration, you can just Sign In and begin shopping! Please see our guides for how to complete any of the above. 

 

How do I register for an account? 

If you have never shopped with us before, you will first have to register for an account. Our team will review your registration, and if approved you will have full access to our website and can start shopping.  

Before you begin registering, please have the following details on hand: company name, tax ID, phone number, and shipping address (this must be your business address; residential addresses will be rejected). At the top of each webpage, there is a link to “Sign In | Register”. Click "Register" to fill in your information and choose a secure password. You will then be prompted to fill out all the required business details.  

The last page will confirm all the information you have provided. Please have a thorough read of our Terms and Conditions, and then select “I agree” to continue. Once you click “Create an Account”, you will receive an email confirmation. A member of our team will review your account and you will be notified by email whether you have been approved.  

 

 
I'm an existing customer but have not used the new website - how do I access my account? 

To securely transfer your account, all you must do is a one-time Express Registration. Once that is complete you can simply Sign In as normal. To express register for your first time on the new site, please follow these steps: 

  1. At the top of the webpage, you will see a link for “Sign In | Register”. Click Sign In.
  2. A pop-over will appear with two options: Sign In or Express Register. Click on Express Register. Please note that a shipping zip code is required to complete this one-time express registration to prevent unauthorized usage. 
  3. Fill in all required information, then hit “Activate Your Account”. You will have immediate access to your account! Next time just Sign In with your email address and password. 

 

 

How do I log in? 

Signing into your account is simple! Just click Sign In at the top of the webpage, then on the window pop up type in your email address and password as setup during express registration / registration. You should then be signed into your account. 

Please note: if you’re an existing retailer and transferring from our old site, you must first Express Register before signing into the new website. If you are a new customer and have not shopped with us before, you will first have to Register for an account and wait for approval before signing in. 

 

Orders

 

How do I view my order status and details? 

Thanks for ordering! We hope you love your new products when they arrive. In the meantime, to view order status and order details, just do the following: 

  1. Sign In and then from the My Account dropdown near the shopping cart icon - click Order & Claim History. 
  2. You can search by P.O., Invoice, SKU, and product name to find the order you’re looking for. You can also filter your orders by: All, Open, Shipped, On Hold, Cancelled statuses.  
  3. Click on the order number in question to view the details. You can also click “download” on the order history page for an excel file of the order summary.  

When you click on the details you will be able to easily see the order status, shipping address, billing address, payment method, tracking number, notes, customer number, PO number and order source. From this page, you will have the ability to download Order Summary, Invoice, Packing Slip, Export Items, Adjusted Invoice, and Images if needed. 

 

How do I place a reorder? 

Reordering is a simple and easy way to restock products you know and love. 

  1. Sign In and then from the My Account dropdown near the shopping cart icon - click Reorder. 
  2. On the Reorder Page, the products recently purchased are sorted first. They can also be sorted by Best Selling, Price (low to high), Price (high to low), product name A to Z, product name Z to A, and Biggest Saving.  
  3. From that page, you can click “add to cart” on any product to add it to the shopping cart. You can alternatively click the ♥️ ‘heart icon’ to add the item to a wish list instead!  
  4. Click on the cart icon to view items added to the cart and checkout when you’re ready. 

 

How can I file a claim? 

We’re sorry to hear something went wrong with your order, but we’d love to help resolve it as quickly as possible for you. To file a claim, please follow the instructions below: 

  1. Sign In and then from the My Account dropdown near the shopping cart icon - click File a Claim.  
  2. You can search by SKU, Invoice, or product name to find the specific invoice. Click on the magnifying glass icon to search.  
  3. Select the invoice in question.  
  4. Fill out the claim form with the quantity affected, issue type, and desired resolution from the options provided. If you’d like to provide further information, please use the note section. 
  5. Hit “Submit Claim” and you will receive a notification email to confirm the claim. Our team will then get started on reviewing and resolving the problem for you! 

 

Payments

 

How do I make a payment? 

When you’re ready to make a payment, please follow these instructions: 

  1. Sign In and then from the My Account dropdown near the shopping cart icon - click Payment Center.  
  2. From the Payment Center page – you can select which invoices to pay or ‘pay full amount’.  
  3. Select the invoices that you'd like to pay, and type in either a partial or full value of the balance. 
  4. Hit “Pay Now”.
  5. Submit payment information by adding a credit/debit card or echeck.
  6. Fill out the form.
  7. Hit "Submit" payment to be directed to the confirmation page.

Please note: if there is a credit on the account, you must select it and another invoice with a balance due. This will subtract the credit. Both credits and adjustments are summed together in one field to help prevent confusion! 

 

Account Management

 
 
How to update your profile settings 

On your profile, you’re able to update: first name, last name, email address, phone number, add up to 3 additional billing addresses, change a known password, shipping carrier, packing list settings, invoice delivery settings, special instructions, and email marketing preferences.   

To make these changes, Sign In and then from the My Account dropdown located near the shopping cart icon - click Account Settings. From the account settings page, you can make updates to your account profile. Please note that any changes on this page will be forwarded to our customer service department for approval, and you will receive an email to confirm whether the changes have been approved or denied.  

The requested changes may be rejected if you are part of a corporate structure, not an authorized user, or if it will affect an open order. We’ll be sure to communicate any issues with you! 

 

How do I change my password?  

If you know your current password but would like to change it, follow these steps: 

  1. Sign In and then from the "My Account" dropdown near the shopping cart icon - click Account Settings.  
  2. On the right side of "My Profile" is a link to “Change Password”.  
  3. On the change password area – type in the known current password, then type in a new password twice.  
  • The password must be between 8 and 30 characters long  
  • Must contain one uppercase character  
  • Must contain one number 

 

Can I add an additional user to my account? 

You certainly can! But please be aware, any additional users added to your account will have full and entire access to your account. 

  1.  Sign In and then from the "My Account" dropdown near the shopping cart icon - click “Users”.  
  2. Click “+Add User” on the right of the user list.   
  3. Fill in the new user’s first name, last name, and email address.  
  4. 2 emails will be triggered: one to the account owner and the other to the new user. The new user must accept the invitation to access the website. 
  5. They will appear on the user list. The account owner may remove that user at any time by selecting “remove user”. 
 
How can I act on behalf of a linked account? 

Linked accounts are setup for our corporate retailers as well as retailers with Evergreen On-Demand. After much customer interest, we’re pleased to bring you the new option of accessing linked accounts from one account!  

Sign In and then from the "My Account" dropdown near the shopping cart icon - click “Linked Accounts”. Per popular request, accounts will be listed in “linked accounts” page with profile details. Please note that closed accounts are also shown here and flagged as such. 

To act on behalf of a specific account, simply click “Use Account” to the right of the row. You can download the account information by using the green “download” link. The “Active” column depicts if the account has been activated on the website or not.

 

How do I apply for Evergreen Credit?
  1. Complete our Online Credit Application form here:[Evergreen Credit Application]
  2. After the form is completed, click the "save" button.
  3. We will review your application within 5-10 business days.
  4. A member of our team will contact you via email to notify you of approval.

For any questions or concerns, please reach out to our Accounting Department on: 866-673-4371.

 

Shopping FAQs 

 

Can I make a quick order if I already know the SKUs I want to buy? 

Yep! And it’s super quick and easy to do so: 

  1. Sign In and then from the "My Account" dropdown near the shopping cart icon - click Quick Order.  
  2. On the quick order page, simply type out the SKUs in the SKU number box and press ‘enter’ to apply them  
  3. Continue to add SKUs to the list, adjust quantities based on minimum and incremental quantities, if required.  
  4. Once completed, hit the “add to cart’ button. 
  5. Proceed to checkout when you're ready.

 

Can I shop by product availability?  

Yes! This is an exciting, much-requested feature on our new site. Your entire shopping session can be filtered by product availability. After a search is initiated, you will see the availability filter. Click on the availability filter and in the pop-up window, select the shipping groupings you would like to shop by. Last, select “apply”. You may change your shipping availability filter at anytime. You’re in total control of your product viewing!   

 

How to shop the online catalogs 

We know that many of our retailers enjoy flipping through a catalog to choose their products. That’s why we have easy to access catalogs right here on our website for you to view and shop from anytime.  

Sign In to your account and hit the Catalog link in the footer of the website. Once on the catalog page, select a catalog to look through. You can search by name, SKU, SKU prefix, or more on the catalog page. Click on a product hotspot in the catalog to view item details and use the “add to cart” button if you want to purchase. 

 

How to shop via the search bar 

Once you’re signed into your account, you can use the search bar (near the Evergreen logo) to type in a SKU, UPC, product title, collection, theme, sports team, or keyword and press the “enter” key on your keyboard. You will then be able to filter the selection by theme, seasons, holiday, size, feature, material, price and so much more! 

 

How do I use the Wishlist?  

If you’d like to favorite items to come back to later, you can simply select the heart icon on any product. The product will automatically be added to your My Favorites board, located in the "My Account" dropdown menu. From the board, you will be able to add items to the cart, delete items from favorites, as well as “add all of the items to the cart”. It’s a great way to plan inventory and remember what you love!