FAQS
We know your time is valuable, so we’ve pulled together the questions we’re asked most often about ordering, shipping, casters, furniture sliders, ReStor-it repair kits, and more. Whether you're shopping for your home, classroom, or small business, this page will help you find fast, clear answers—no guessing, no digging.
If you don’t see the answer you need, feel free to reach out through our Contact page. We're always happy to help.
General Ordering & Shipping
How long will my order take to ship?
Most orders ship within 1–3 business days.
Delivery times depend on your location, but most U.S. customers receive their order within 5–7 business days.
Once your order ships, we’ll send you a tracking link so you can follow your package every step of the way.
Can I return or exchange my items?
Yes! You can return items within 30 days of purchase as long as they’re in their original condition.
To start a return or exchange, simply email our customer support team and we’ll guide you through the process.
Please note that shipping costs are non-refundable.
How do I apply a discount code?
During checkout, you’ll see a “Discount Code” field before completing your payment.
Simply enter your code, and if it’s valid, your discount will be applied automatically to your total.
Do you offer a discount for Military, First Responders, and Teachers?
Yes! We proudly support those who serve our country and communities. Eligible customers receive 10% off every order as our way of saying thank you.
Who qualifies?
- U.S. Military: Active Duty, Veterans, Retirees, Reservists, National Guard & Military Spouses
- First Responders: Police, Firefighters, EMTs/Paramedics
- Educators: Teachers (PreK–12), Professors, School Staff & Administrators
How do I get my discount?
Just send an email to onlinesupplycloset@gmail.com with the subject line “Service Discount Request” and include one of the following for simple verification:
- Military: .mil email, DD214, VA Card, Retired/Active ID (blur sensitive info), etc.
- First Responders: Work ID, Department credentials, etc.
- Teachers: School ID, .edu email, teaching certificate, etc.
Once approved, you'll receive your personal discount code to use anytime.
What is the discount amount?
Eligible customers receive 10% off all full-price items. Discount cannot be combined with other offers.
Casters (Chair & Furniture Wheels)
What’s the best caster for high pile carpet?
For high-pile carpeting, we recommend our Mercury-style single-wheel casters with 2½" tapered hard wheels for smooth, stable rolling.
If your carpet is extra dense or has soft padding, pair your chair with a chair mat or choose soft-wheel casters to make movement easier.
Do you have a caster that works on both hard and soft floors?
Yes! Our Superball caster is designed to perform on all floor types including hard floors, chair mats, and low-pile carpet.
It’s a unique dual-purpose design that combines durability and smooth movement, so you never have to switch casters between surfaces.
What caster should I use for heavier users or 24-hour chairs?
For weight over 100 lbs. per wheel, we recommend:
- Twinstar Casters (120 lbs. rating)
- Futura Casters (120 lbs. rating)
- Duet Casters (110 lbs. rating)
These are built with stronger die-cast housings. Twinstar is our top choice for durability.
What’s the difference between a hard wheel and soft wheel caster?
Hard wheels (nylon, vinyl, hard plastic) are for carpeted surfaces.
Soft wheels (urethane or soft rubber) are for hard floors, tile, linoleum, and chair mats.
Using the wrong wheel type can cause sliding, muscle strain, or even safety hazards.
Do you have a caster that works on both hard and soft floors?
Yes! Our Superball caster is designed to perform on all floor types including hard floors, chair mats, and low-pile carpet.
It’s a unique dual-purpose design that combines durability and smooth movement, so you never have to switch casters between surfaces.
Why is caster safety important?
Incorrect casters can cause chairs to roll too fast on hard floors or resist movement on carpet, leading to accidents or muscle strain. Always match wheels to the floor surface:
- Hard wheels → carpet
- Soft wheels → hard floors and mats
And replace all casters at the same time for balanced rolling.
Which stem type fits my chair?
Most office chairs (about 99%) use a Grip Ring Stem B (7/16" x 7/8") or Stem K.
If your chair has a wood base, choose W stems with sockets instead.
Tip: Always check your chair base style before ordering to ensure the perfect fit.
Do I need to replace the socket when I replace wood casters?
Most office chairs (about 99%) use a Grip Ring Stem B (7/16" x 7/8") or Stem K.
If your chair has a wood base, choose W stems with sockets instead. When removing old wood stem casters, the sockets often stretch and need replacing but don’t worry!
All new Master Manufacturing “W” stem casters come with replacement sockets included at no extra cost.
Tip: Always check your chair base style before ordering to ensure the perfect fit.
What are standard vs oversized necks?
Standard necks (5/8") fit all standard chair bases.
Oversized necks (1-1/2") are used in Euro-style chairs to make the base and caster appear as one.
What finishes are available?
Casters come in multiple finishes:
- Zinc (ZN)
- Matte Black (MB)
- Bright Chrome (BC)
- Satin Chrome (SC)
- Bright Nickel (BN)
- Brass
- Antique Copper
Do casters come in colors other than black?
Yes. Some 2" standard casters are available in grey non-marking wheels, but most dual-wheel casters remain black. This is to ensure universal compatibility with chair bases.
How do I tell if my caster wheel is hard or soft?
Try this simple test: Hold the caster and press your fingernail into the wheel.
- If it gives slightly, it’s soft.
- If it’s firm with no give, it’s hard.
How do hard caster wheels and soft caster wheels differ?
Safe chair movement requires the right balance of traction, depending on floor type.
Hard wheels (nylon, hard rubber, vinyl) are best for carpet and soft flooring.
Soft wheels (rubber or urethane) work best on hardwood, tile, mats, or linoleum, providing grip and preventing scratches.
Which caster wheel should I use on hard floors?
Choose soft wheels for wood, tile, or linoleum. They provide smoother, safer movement and protect your floors.
Hard wheels roll faster but may crack or damage hard surfaces over time.
Which caster is best for heavier-set individuals?
Several caster are designed to support more than 100 pounds per wheel: Twinstar Casters (120 lbs), Futura Casters (120 lbs) and Duet Caster (110 lbs) styles. Other caster models that we carry support 75 pounds per wheel.
Are your wheels non-marking?
Yes, thanks to improved materials, black wheels no longer mark floors.
For extra peace of mind, the 2" single-wheel caster is also available in a gray non-marking version.
Do I need a specific caster for a light-colored floor?
Any soft wheel caster will work on light colored tile or linoleum.
Glides & Felt Pads
What’s the difference between glides and casters?
Casters roll and glides don’t.
Glides are stationary and work best if you want to convert a chair into a fixed base (no wheels). They’re ideal for classrooms, conference rooms, or workspaces where stability matters more than mobility.
Which glide is best for carpet vs hardwood?
- Nail-on glides are common for wood chairs.
- Bell glides work on most office chairs.
- For hardwood, add a felt pad bottom to prevent scratches.
Do felt pads prevent scratching?
Yes! Our felt pads and wrap-around floor savers help protect hardwood, tile, and laminate floors from chair or furniture scratches.
They’re an easy, affordable way to keep your floors looking new especially in classrooms, offices, and busy spaces.
Are glides easy to install?
Yes! Most glides simply push into the same socket used for casters, so you can swap them out in seconds no tools required.
Perfect for quick upgrades or converting rolling chairs into fixed bases.
Doorstops & Safety Products
What’s the difference between Big Foot®, Giant Foot®, and ColorStops™?
- Big Foot®: Medium-size non-slip wedge.
- Giant Foot®: Oversized wedge for heavy-duty use.
- ColorStops™: Big Foot® with fun colors for visibility or décor.
Which doorstop is best for dorm rooms or apartments?
We recommend Big Foot® ColorStops™ — bright colors make them easy to spot and they work well on standard doors.
Do you sell magnetic doorstops?
Yes. The Magnetic Giant Foot® Doorstop combines a wedge with a magnet that grips steel doors and frames.
Can I buy doorstop bundles?
Yes. We offer multi-packs and bundles that save you money if you need to outfit several doors at once.
Warranty & Product Care
Are your products covered by a warranty?
Yes! All Master Manufacturing products are guaranteed for life against defects in materials or manufacturing.
If a product ever fails due to a defect, we’ll replace it free of charge, no hassle, no hidden fees.
How do I replace a defective item under warranty?
To replace a defective product, simply contact our customer service team and return the item with your proof of purchase.
Once we receive it, we’ll send a replacement at no cost to you.
Please note: Shipping costs may apply in some cases.
How do I clean or care for felt pads, casters, or glides?
Wipe casters and glides regularly to remove dust and debris.
- Replace felt pads if they become compressed or worn.
- Never use harsh chemicals; a damp cloth is sufficient.
How long should casters or glides last?
The lifespan of casters or glides depends on how often they’re used and the type of flooring.
• Heavy commercial use: may need replacement every 1–2 years.
• Light or home use: can last much longer with proper care.
Tip: Always replace all casters or glides at the same time to keep your furniture balanced and rolling smoothly.
Tools & Installation Help
Do I need special tools to replace casters?
No, For most chairs, no tools are needed.
Simply pull the old casters straight out and push the new ones in until they click into place.
Tip: If a caster feels stuck, gently twist while pulling avoid using metal tools that might scratch the base.
How do I remove wood sockets?
Use our Socket Puller Tool to safely remove old wood sockets without damaging your chair base.
It grips the socket securely, making removal quick and easy no prying or scratching required.
What is a Socket Puller Tool?
A Socket Puller Tool is used to remove old sockets from wood chair bases so new casters fit securely.
It’s designed to make socket removal quick, safe, and damage-free, saving you time during chair repairs or upgrades.
Can I install casters myself?
Yes! Most casters can be installed at home no tools required.
Simply push the stem into the chair base until it feels snug and secure.
For wood chairs, insert the socket first, then the caster for a perfect fit.
Shipping to Canada
Do you ship to Canada?
Yes! Online Supply Closet now ships to customers throughout Canada.
How much does shipping cost?
Shipping is calculated based on the total weight of your order and will appear at checkout. Because orders travel internationally, shipping rates are slightly higher than U.S. domestic delivery.
How long will my order take to arrive?
Most orders ship within 2–4 business days from Cleveland, Ohio. Typical delivery to Canada is 5–12 business days, depending on province and carrier conditions.
Will I have to pay duties or import taxes?
Yes, Canadian customers may be charged duties, VAT, GST, or brokerage fees at the time of delivery. These fees are collected by the carrier and are not included in your purchase. Online Supply Closet does not cover or reimburse customs-related fees.
What is the returns policy for canada?
We are happy to support you if your product is damaged, defective, or incorrect.
Because these orders ship internationally, Online Supply Closet cannot cover return shipping costs for Canada at this time.
If your order arrives damaged or incorrect:
• Email onlinesupplycloset@gmail.com within 7 days of delivery
• Include your order number and a photo of the issue
• We will provide one of the following solutions:
– Replacement products shipped at no cost
– Store credit equal to the original item value
– Refund processed to the original payment method (excluding shipping)
International duties, VAT, or customs fees are non-refundable.
If items are not damaged/defective, returns may be requested but the customer is responsible for return shipping to Cleveland, OH.
Safety is our bottom line!
We take safety seriously, and our goal is to provide you with products that will help prevent accidents, minimize hazards, and equip your office to become a safer and more productive environment.
Why is proper wheel selection important?
Choosing the correct caster wheel for your flooring type is essential to help prevent user injury. When hard casters are used on hard flooring, there is not enough friction, leading to excessively rapid movement when the user moves or rises from the chair. The chair will “skate” quickly instead of gliding smoothly. It can also cause the user excess muscle strain while seated. On the other hand, using soft wheels on soft flooring causes too much friction and resistance, leading to muscle strain and difficulty moving the chair. This is why soft wheels are recommended for hard flooring and mats, and hard wheels are recommended for soft, carpeted flooring.