blake.hardin@springboardpromotions.com

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Frequently Asked Questions

 

Orders and Payment

 

Q:    Which credit cards do you accept?

A:    We accept Visa, MasterCard, American Express, and Discover with no surcharge for using your credit card to make purchases. Please be sure to provide your exact billing address and telephone number (i.e. the address and phone number your credit card bank has on file). Incorrect information may cause a delay in processing your order.

 

Q:    Can I pay with my gift-card (e.g. Visa, American Express)?

A:    As long as the gift card has a Visa, MasterCard, or American Express logo on it, you are able to use it on the store.

 

Q:    Is it possible to pay with a check or money order?

A:    We do not accept checks or money-orders. 

 

Q:    Why is the system rejecting my credit card?

A:    The most common reason is an incorrect billing address (please double check for any typos). The second most common issue is daily maximums that may be imposed by your credit card authorization. Feel free to contact us if you have any problems or questions related to payment.

 

Q:    Can I change and / or cancel an order once it has been placed.

A:    You will need to contact us to cancel your order so that you can place a revised order, if needed.

 

Q:    Can I add to my already existing order?

A:    If you need to add to an order, you will need to place a second order for the additional items.

 

Q:    What happens if some of my items are out of stock or discontinued?

A:     In the event that an item is backordered or discontinued, we would give you the option to substitute with a similar item, or we can refund that item. Please note that we will issue a refund, but that it may take a few days to appear in your credit card account.

 

Q:    I received my order and something isn’t right, now what?

A:    Please make sure to check your order immediately for accuracy. In the event that something is incorrect or damaged, please contact us and we will replace your order.

 

Shipping

 

Q:    For domestic orders, how long until my order arrives?

A:    Orders shipping within the continental US usually deliver within 3-5 days shipping from NC.

 

Q:    How much will shipping cost me?

A:    Shipping depends on the weight of the package / items, its destination, and the shipping method selected. To get a better estimate of this, we suggest you go on to our website and add the items you are interested in to the Shopping Cart. Then, continue to Check Out and add your personal information (name, address, etc.,) and click "Place Order". It will then give you your shipping options (UPS or FedEx) and it will allow you to see the cost, without completing the purchase.

 

Q:    I put in the wrong shipping info, can I still change it if it has already been shipped?

A:    Unfortunately, we can not alter order addresses once an order has shipped. If the ship to address is incorrect, please contact us so we know to expect your order to return to us and can then reship to the correct address

 

International Shipping

 

Q:    Do you ship to (international country)? If so, what is the cost of shipping?

A:    Yes, we ship all over the world. Our shipping rates are based on weight and will vary from country to country. You can certainly place the items in your cart and go through the check-out process with your ship to address and you will see your shipping costs and options.

 

Q:    The international tracking information does not change. Why?

A:    If you have received a tracking number, you can be assured we have shipped your order. However, international shipping times do vary from 1-3 weeks normally, depending on varying country’s import customs. Please contact us if you have questions.

 

Q:    For international orders, how long until my order arrives?

A:    international deliveries can take anywhere from 1-3 weeks.

 

Q:    Is it possible to alter customs information for international Customs, to avoid paying high taxes?

A:    We do not alter customs information for any reason. The information that appears on the customs form will be accurate. 

 

Privacy and Security

 

Q:    What type of security protocol do you use?

A:    All orders are processed with standard 128bit SSL (Secure Socket Layer) encryption to ensure safety and security.

 

Q:    Do you sell / give away my contact information?

A:    Of course not! You can trust us.

 

Q:    Do you keep my credit card information?

A:    For your security, we use a credit card gateway. Because of this, no credit card information ever enters into our servers, and is therefore not stored.

 

Q:    Are you PCI Compliant?

A:    Springboard Promotions follows strict PCI (Payment Card Industry) rules, and are monitored on a regular basis.