FAQs
WILMER BUSINESS SYSTEM UPGRADE
Customer Support
Q: Who do I contact for further questions or concerns?
A. Continue to count on Wilmer customer service for any additional questions or concerns you may have. Call 800-494-5637, or email wcs@4wilmer.com.
Marketing Materials
Q: Will I still have access to the marketing materials on 4wilmer.com?
A: Yes, for now the Resource Library on 4wilmer.com remains your go-to for obtaining marketing materials for Wilmer products. Additionally, you will now have access to even more unbranded vertical market and product focused marketing materials, as well as guides, videos, and much more on Navitor.com’s Content Calendar.
Ordering Process
Q: Will my ordering process change? Can I still send my orders to Wilmer Customer Service?
A: Ordering both Wilmer and Navitor products will be simpler and more seamless. You’ll have access to Wilmer products plus an even wider range of products through Navitor.com. You may send your orders to the orders@4wilmer.com email address, or you have the option to place orders for many Wilmer products (and much more) electronically on Navitor.com.
Q: Will any orders in process be impacted by this change?
A: No.
Q: Will turnaround times change on orders?
A: Turnaround times have been temporarily impacted by backlogs due to our production facility transition. Current estimated production turn times can be found on the Production Status Updates page.
Q: Will there be any changes in where my orders ship from?
A: As production at Wilmer’s Coldwater, Ohio facility transitions to other locations within our manufacturing network, those products will begin shipping from our specialized facilities in the East and Midwest. Check our Production Updates page for production assignments as they are completed.
Q: Will this affect existing storage agreements and inventory locations?
A: Only the small number of distributors who have products warehoused in the Coldwater, Ohio facility, will have a change in their inventory locations. We will work directly with those distributors to transition their materials to one of our other four warehouses that is best suited for their program.
Q: How will my reorder process change?
A: Navitor.com supports reorders of online orders. Once you place orders on Navitor.com you can continue to reorder from those. Previous order history for orders placed prior to the upgrade will only be accessible on yourWilmer.com. Understandably, it may take some time to build a reorder history repository.
Q: Why am I no longer receiving printed samples from orders that drop-ship to my customers?
A: We understand how important it is for you to see the quality of your orders. To help keep our prices as low as possible for you, we've made the decision to stop sending physical samples of forms from every drop-shipped order. However, we're happy to provide a digital PDF of the artwork used for these orders upon request.
Payments/Invoicing
Q: Will the look of my invoice change?
A: Invoices will have a slightly different, more streamlined look. (See images below for reference)
Q: What options do I have to make payments?
A. Currently, the options for making payments on Navitor.com are as follows: You can pay via credit card on Navitor.com, or pay via check or credit card from a mailed or emailed invoice.
Q: Can I continue to pay by PayPal?
A. PayPal currently is not an option to pay invoices on Navitor.com. If this is your primary method of payment, someone will reach out to you to set up another means of payment.
Q: Will this transition impact my pricing for Wilmer products?
A. No. Your pricing will be the same as you move to ordering through Navitor.com. For accounts with special pricing, please send your orders through orders@4wilmer.com to receive your contracted price.
Transaction Details
Q: Will I still receive my order and shipping acknowledgements?
A: Yes. You will continue to receive order and shipping acknowledgements.
Q: Will the look of my order and shipping acknowledgements change?
A: Acknowledgements will have a slightly different, more streamlined look. (See images below for reference)
Q: How will I access shipping information and invoices?
A: You will now access new order information on your Navitor.com account page. For now, you can access yourWilmer.com page for your prior order history.
Q: Will I still have my login on the yourWilmer.com site?
A. Yes. While initially you will still be able to log in to yourWilmer.com, this will phase out and you will have your new sign-in on Navitor.com. The information accessed on your new account page will be the same (plus much more). However, order history from each will only be available within the applicable site. Customer Service will support you in accessing/referencing previous orders.
Wilmer Rewards
Q: How will this affect how I participate in the Wilmer rewards program?
A. If you participate in the Wilmer rewards program, you will continue to earn rewards based on the purchase of qualifying Wilmer products by filling out and submitting your rewards coupon with your order, to Wilmer customer service. The Wilmer Rewards program will sunset at the end of 2025, and will be replaced by a broader "Connected Partner" Rewards Program in 2026.
Q: Can I earn Wilmer rewards on other products I purchase through Navitor.com?
A. Wilmer Rewards are only earned on purchases of qualifying Wilmer products, and must be submitted manually through Wilmer customer service. Existing Wilmer Rewards participants also have the opportunity to participate in the "Connected Partner" Rewards Pilot Program through the remainder of 2025. That program rewards participants based on all purchases made through Navitor. Please contact your Account Manager or customer service for more information on this program.
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