Frequently Asked Questions


1. How it Works Bidding?

All SupplyDemy sales are conducted in an online auction format. SupplyDemy’s platform connects sellers with buyers worldwide, allowing buyers to bid against each other with the highest bid winning an auction.

Each auction has a start time and a close time. Most auctions run for 48 hours and are posted Monday through Friday, typically ending between 10 am and 4 pm PST (1 pm - 7 pm EST). You can also find auction close details on any auction listing.

In order to bid on an auction, you must be 1) approved for that specific marketplace and 2) logged in to your account. To submit a bid, enter the amount you want to bid for an auction in the field next to “Your Maximum Bid” on the auction page. Your maximum bid must be equal to or greater than the minimum allowable bid amount listed. After you click the "Bid Now" button we will ask you to confirm your bid amount. Please double check your maximum bid before submission.

If a bid is placed within the last 7 minutes of an auction, SupplyDemy’s platform extends the auction close time for an additional 3 minutes. Every time a new bid is submitted the auction will extend for an additional 3 minutes, until all bidding activity has ended. This is called popcorn bidding.

Popcorn bidding simulates a live auction and prevents last minute “sniping” of an auction.

All bids on the SupplyDemy platform act as "proxy" bids. Submit the highest bid amount you are willing to pay (your maximum bid), equal to or greater than the minimum allowable bid amount listed on the auction page. From there, SupplyDemy manages bidding for you, acting as your proxy. For example: You see an auction with a starting bid amount of $2,000 and decide you would pay up to $5,000 for the lot. You would enter $5,000 as your maximum bid; you are now winning the auction at $2,000.

If another bidder comes in and bids $2,100 as their maximum, then your maximum bid of $5,000 will automatically outbid them one increment higher as your proxy. You are now winning the auction at $2,100 without having to manually bid a second time. Our system will automatically continue to incrementally outbid other bidders, but will never exceed your maximum bid of $5,000. Your maximum bid is not displayed to others.

If another bidder inputs a maximum bid over $5,000, then you will be outbid and are no longer winning the auction. You then have the option to input a new maximum bid to act as your proxy, or search for another auction on the SupplyDemy platform that meets your needs.

All bids are considered binding contracts. Depending on the situation, one-time bid cancellations may be allowed as a courtesy, at SupplyDemy’s discretion.

If you wish to cancel a bid, please contact customercare@supplydemy.com with the Bid ID, the marketplace where the bid was placed and a reason for cancellation. Bid cancellation requests may be subject to a $50 cancellation fee.

The SupplyDemy Customer Service team reserves the right to deny a bid cancellation request at any time.

Once an auction has ended, if you are the winning bidder you will receive a "Bid Won" email confirming the order details and prompting you to confirm and finalize any remaining details, including shipping address and any additional required services. The "Bid Won" email also includes important wire payment instructions; wire payment must be made within two (2) business days after an auction ends. Once payment is processed, you will receive instructions regarding the shipment of your order.

If two bidders bid the same amount, the person who placed their bid first will become the high bidder.

This experience is typically caused by a buyer’s slow internet connection, or by buyer inactivity as an auction is closing.

If you have a slow internet connection, it is possible that you will not receive a live update of subsequent bids placed. We recommend using the latest version of Firefox or Google Chrome for best results.

If you rely on a mobile device, SupplyDemy recommends that you update your account settings to receive SMS text notifications in the event that you are outbid.

All products available through SupplyDemy are sold via the online auction format. There is no "Buy It Now" or lot quoting option.

1. Why do auctions extend at the end?

If a bid is placed in the last 7 minutes of an auction, the auction end time will extend for an additional 3 minutes. This is called "Popcorn Bidding" and gives all bidders an equal chance of winning an auction if a last minute bid is placed. Popcorn bidding simulates a live auction and prevents other bidders from "sniping" an auction at the last second.

2. What if I have more questions about an auction?

All of the information about a specific listing is available on the auction page.

Supply Demy auction pages have a button called “Ask Seller A Question” where you can request more information from the seller.

Don’t bid on an auction if you have unanswered questions or are unsure about the purchase.

Lack of information is not a valid reason for cancelling a bid or order. If you have additional questions, you may reach out to Customer Support.

3. Where are you located? Who sells the merchandise on the site?

The auctions on Supplydemy.com are from both small and large businesses liquidating their excess inventory. The auction page and description displays the location of the merchandise.

SupplyDemy does not own any of the merchandise listed on the site. We are a marketplace connecting buyers and sellers.

4. What condition is the merchandise in? Is it all new?

The condition of the merchandise being sold varies between auctions, and can be anything from new in box to salvage condition. Please view the auction page for listing information and visit our "Conditions" page for more information on each condition type.

5. When are new auctions posted?

New auctions are posted throughout the day. There is no set time for all auctions to start.

Most auctions run for 48 hours and are posted Monday through Friday. Auctions typically end between 10 am and 4 pm PST (1 pm - 7 pm EST).

You can find auction close time details on any auction listing.

6. Are the images on the auction actual pictures of the merchandise?

Please be advised that this will vary from auction to auction. Some auctions feature actual images of the products sold, others only display stock images.

7. What does the retail price published on the auction mean?

The retail price listed on the auction is also known as the original retail price. It is the highest possible price at which the product was offered when it was new to market.

SupplyDemy does not verify original retail values submitted by sellers. It is the buyer’s responsibility to research any and all current retail prices and values before placing their bid.

1. How do I apply? Is it free to join?

You must be a registered business in order to join SupplyDemy.

In order to be approved, we require a valid resale certificate for USA registered businesses. If your business is registered internationally, please review this article for more information.

Fill in the required fields, attach the appropriate documentation, and click the submit button. We will notify you within one business day if your account is approved. If we have questions regarding your documentation, one of our excellent customer service agents will reach out with additional instruction.

There is no cost for applying on supplydemy.com.

2. How do I change my password? How do I update my address or personal information?

If you are an approved member, log into SupplyDemy and select "Account Information" from the "My Account" drop down. You can update all contact information or change the password on your account.

You can also click the "Forgot your SupplyDemy password?" text link on the login page to reset your password.

3. How do I report a technical problem? How do I report a bug?

Please email customercare@SupplyDemy.com if you are experiencing technical difficulties.

4. Why hasn't my account been approved yet?

Please allow one full business day for your application to be approved.

If you have not been approved, it is likely because we have not received the proper documentation from you.

If you require additional help with account approval, please e-mail customercare@SupplyDemy.com.

5. Can I buy for import / export? Can I bid on auctions for export?

Unless otherwise stated in the auction description, any approved buyer may bid on any listing regardless of the location.

These are all "bidder beware" purchases and the buyer will be responsible for all export / import paperwork and fees.

Additional information can be found at the official website for the US Customs and Border Protection.

6. When I try to log in, I see “Your application is still pending.” What do I do?

If you receive this notification, we have either not yet reviewed your application (please allow one full business day) or you have not submitted a proper resale certificate.

If it has been more than 1 business day since you applied, we are probably still waiting on the proper documentation from you. You can send your resale certificate to customercare@SupplyDemy.com as a pdf, jpg, or png file.

7. How do I contact you?

The easiest way to reach us is by clicking the "Help" button in the bottom right corner of any page — it appears as a ? Button if you're on a mobile device.

You can also email us at customercare@SupplyDemy.com. Allow a full business day for a response to your query.

If you'd like to speak by phone, call +1 (416) 741-2083. We are open for phone calls from 10 am through 7 PM EST. Our office is closed for a lunch hour at 1 PM EST. 

1. How do I cancel an order?

SupplyDemy considers all bids to be binding contracts and winning bids as binding agreement to pay for the product at that price.

If we agree to cancel your order, you may be subject to a cancellation fee.

Additionally, we reserve the right to cancel your order at our discretion in order to preserve the integrity of the marketplace.

Please contact our Customer Service team to request an order cancellation with your order number and reason for cancellation.

2. What if I have a problem with my order?

Please let us know if the contents of your shipment don’t match what was described in the listing - we want to help make sure buyers get what they expected when they purchase through Supplydemy.com.

Buyers have two days after delivery to file a complaint.

Go to the My Orders section of your account and click on the “Problem” link next to the affected order. After the dispute is submitted a member of our SupplyDemy Supply Buyer Protection team will contact you to help resolve your claim.

Please contact our Customer Service team with any order problems you may have.

3. What is your return policy?

Most auctions are sold "as is". Returns are an exception, and requests will be reviewed on a case by case basis.

1. How it Works: Payments

SupplyDemy accepts payment for all auctions via wire transfer. Payments are due within two (2) business days of the auction end date.

SupplyDemy makes every effort to process all wire payments within one (1) business day. SupplyDemy does not consider Saturday, Sunday, or any major holidays as a business day.

To ensure proper credit, please include your Order Number in the “Memo” section of the wire. If you’re paying for multiple orders, do not include a comma in between order numbers. Your Order Number is found in the “Bid Won” email or in Orders on "My Dashboard."

SupplyDemy makes every effort to process all wire payments within one (1) business day. Merchandise will be released for shipment once payment confirmation is received from SupplyDemy’s Finance Department.

If you have not received confirmation of payment from SupplyDemy within one (1) business day or have any questions regarding payment please contact customercare@SupplyDemy.com.

2. How do I pay for my order?

SupplyDemy accepts payment for all auctions via wire transfer. Payments are due within two (2) business days of the auction end date. Instructions for wire payment through most major banks are provided during the self-checkout process.

Wire information is also contained in your "Bid Won" email. 

3. When is payment due?

Payments for all orders are due within two (2) business days.

4. What do I do after I have paid?

You should receive an email from SupplyDemy confirming your payment within one (1) business day. Your order status will be changed to "Paid" on your account once SupplyDemy has successfully processed your payment.

If the order is a "Buyer Arranges Shipping" auction, pick up instructions and seller contact information are included in your "Order Paid" email. Shipping arrangements can be made as soon as you receive this email.

If the order is a Seller Arranges or Free Shipping auction, the seller will ship your merchandise within five business days, after you pay for the order, to the shipping address listed on your account at the close of the auction. You will be notified via email with tracking information.

If you do not hear from the seller within five business days, please contact SupplyDemy Customer Support.

5. Can I pay cash?

SupplyDemy does not accept cash, checks, or Western Union for payment at this time. SupplyDemy does not accept cash payments at any of our offices or seller locations for security reasons.

6. Can I pay with a credit card?

SupplyDemy does not accept credit card payments at this time.

7. What is the Buyer's Premium?

The buyer's premium is only applicable to the SupplyDemy (Canada and US) marketplaces.

This is a standard auctioneering fee which adds 7% of your final bid price to the order total. Please keep this in mind when bidding on Supplydemy.com (Canada and US) auctions.

The Buyer’s Premium covers costs associated with sourcing and maintaining listings and marketplaces plus services including payment collection and dispute resolution.

8. PayPal Instructions

SupplyDemy accepts Paypal for auctions won for $350 or less. SupplyDemy requires that buyers cover all associated transaction fees;

  • 3% of the total + $0.30 for domestic buyers
  • 4% of the total + $0.45 for international buyers

Note: if you do not include the correct fees in your total payment, your payment may be rejected and your order canceled.

In your Paypal account go to "Send & Request," then "Pay for Goods and Services," and send an email containing the Order Number and new total, including the transaction fees, to customercare@SupplyDemy.com.

Please be sure to include the Order Number in the "Special Instructions to Seller" section to ensure we credit payment to the correct order.

If you are using Paypal to pay a reinstatement fee, please notate that the payment is for a reinstatement fee and provide the appropriate order number.

In the event there are issues with your order, you must agree to go through SupplyDemy’s dispute process and not contest it through Paypal.

1. Do I have to pay the estimate from ShipVista.com?

No. This is just an estimate and there is no requirement for buyers to arrange shipping through ShipVista.com.

ShipVista.com offers our buyers discounted rates. If you want to pay the amount shown you can easily arrange shipment of your order with ShipVista.com using the link in your “Bid Won” email.

2. How do I receive my shipment?

Please follow the procedure below for all orders you receive.

Following these procedures will help ensure that your shipment is properly received and will reduce issues and make any disputes easier to resolve.

All disputes must be filed within 2 business days of receiving an order.

Please read each item carefully

Do not refuse the shipment - you will be liable for the shipping cost and cannot file a dispute if you refuse it.

Ensure that the pallet or box count matches your invoice and bill of lading. Take note of all identification numbers.

Review the delivery receipt and sign only for services performed.

Keep a copy of your delivery receipt.

Before unloading the truck, inspect the overall condition of your shipment. If there are signs of excessive damage caused by obvious carrier negligence, take pictures while the goods are still in the trailer. Please take detailed notes describing the issues including pallet ID(s) on the delivery receipt or BOL.

If you have the ability, compare the weight of your shipment against the weight printed on the bill of lading. Record any discrepancies.

Carefully unload your order, counting the items as you unpack them. Be careful not to damage or misplace inventory that has already been received.

If further inspection reveals damage, stop, document the issues, take pictures and submit details via the "Problem" link on the "My Orders" page

 

Please keep in mind the condition of the items described in the auction, for example salvage condition items are excluded from this process.

  • Compare product received to order manifest and document all discrepancies.

Keep copies of all forms and pictures for your records.

If you have any questions, please contact customer service.

3. How does 'Buyer Arranges' shipping work?

“Buyer Arranges Shipping” means that winning buyers are responsible for hiring and paying a carrier to pick up their merchandise from a seller. If an auction is “Buyer Arranges,” a shipping estimate instead of a shipping cost will appear near the field to input your bid. SupplyDemy uses ShipVista.com to generate shipping estimates. Your Bid Won email will include a link to ShipVista.com, who will then work to provide you an accurate quote that is as close as possible to the original estimate. 

Some orders may not be eligible for international shipping regardless of the shipping method listed. This is noted in SupplyDemy auction descriptions as Shipping: "Continental Canada Only."

4. Can I pick up the order myself?

In limited situations, a seller may allow a buyer to pick up merchandise themselves as long as they are properly equipped to do so. If pick up is available, auction descriptions will state that the Buyer is allowed to pickup or arrange their own shipping. For any requests to pick up orders that do not state this, please contact the seller using the Ask a Seller link on the auction. You may also reach out to Customer Service for these inquiries. Please be aware that exact pickup details are not released until the order has been paid for by wire.

Account Verification


Know Your Customer (KYC) Account Verification

The KYC (Know Your Customer) procedure is a standard verification process to ensure compliance with local regulations.
It is important that we are able to positively identify our customers to comply with both regulatory requirements and to help ensure the security of accounts. In order to start bidding on auction lots, You will need to complete your KYC. Depending on your account type (Personal or Business), the documents required will differ.

You can also view your current verification status by visiting Know Your Customer in the Members area.


Proof of Identity

Please upload one copy of the following documents to confirm your identity (matching the name as given in your Supplydemy.com account). This document will also serve the purpose of ‘Proof of identity’ requirement.

  • A valid personal Photo ID.
  • A valid Driving License.
  • Permanent Resident Card.
  • Passport.
  • Other identity Card.

Proof of Address

Please upload one of the following documents to confirm your address. Ensure your business name and address are visible and match with your Supplydemy.com Information.

  • A valid Driving License.
  • A copy of your Photo ID.
  • A copy of a bill for piped or natural gas, electricity, piped water, or internet service with name and address visible(dated within the last 90 days).
  • A copy of your Tax return Slip.
  • A Business license, if applicable.

Proof of Business Entity

Please upload one of the following documents to prove your business. Ensure the name of the business on the document uploaded matches the details provided in your Supplydemy.com account.

  • Resale Certificate.
  • A valid Driving License.
  • A Business license, if applicable.
  • Sales Tax Registration Certificate.
  • Sales & Income Tax Return.
  • Certificate of Importer- Exporter Code (IEC).
  • Other Business documents.

Proof of Business Address

Submit any one of the below documents. Ensure your business name and address are visible and match with your Supplydemy.com Information.

  • Registration Certificate.
  • Sales & Income Tax Returns.
  • A copy of your Tax return Slip.
  • Bank statements covering the last 6 Calendar months.
  • GST certificate.
  • Business license.
  • A copy of a bill for piped or natural gas, electricity, piped water, or internet service with name and address visible(dated within the last 90 days).

Proof of Bank

Submit any one of the below documents.

  • Voided Cheque.
  • Copy of your Credit Card Statements.
  • A copy of your Tax return Slip.
  • Copy of bank statements confirming the account name of the Business Owner (as given in Supplydemy.com account).
  • Copy of your Credit Card Statements.

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