Frequently Asked Questions
Orders and Payment
Q: Which credit cards do you accept as payment?
A: We accept the following credit cards: Visa, MasterCard, American Express and Discover. There is 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 for you). Incorrect information may cause a delay in processing your order.
Q: Why is the system rejecting my credit card?
A: The most common issue is if the billing address you provided us with does not match that of your credit card's billing address (please double check for any typos). The second most common issue is daily maximums that may be imposed by your company credit card authorization. Feel free to contact us if you have any problems or questions related to payment.
Q: Can I order over the phone?
A: You bet! We'd love to talk to you on the phone. Just give us a ring, at 919-426-8078 Monday through Friday, 9:00am to 4:30pm Eastern Standard.
Q: Can I change and/or cancel an order once it has been placed.
A: Because every order is a custom, we are not able to cancel or change an order once it is placed.
Q: Can I add to my already existing order?
A: We do not store credit card information, but we are able to assist you with placing an additional order outside of the store. Please let us know if this is what you would like to do, and we can make the necessary changes to your order.
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. This does not happen often, and we do apologize for any inconvenience. Please note that we will issue a refund, but that it may take a few days for it to reflect on your credit card account.
Q: I received my order and something just isn’t right, now what?
A: Please make sure to check your order immediately for accuracy. In the event that something is not quite right, please give us a call, and we will take care of getting your order replaced immediately.
Q: What happens if I received my order, and one of my items is broken?
A: We hate that this happens, but unfortunately, breakage is something that we can not control, we will however make it right. Give us a call or email us, and we will take care of everything.
Q: Can I make a purchase by doing a split payment (i.e. multiple payment
forms)?
A: Our system cannot accept split payments. If you needed to do split payments, you could contact us to place the order outside of the store for you. Alternatively, you could place a second/separate order and we would then refund the shipping cost difference. If you would prefer the second option, please make a note in the comment section of both of your orders so that we can ship them together (please include your first order number in the second order, as you will have it by then).
Q: Is it possible to pay with a check or money order?
A: We do not accept checks or money-orders.
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.
Shipping
Q: For domestic orders, how long until my order arrives?
A: Orders shipping within the continental US usually deliver within the time frames stated below::
- UPS Ground
Delivery time: 1-5 business days
Tracking: live tracking at UPS.com.
UPS Overnight
Delivery time: 1 business day.
Tracking: live tracking at UPS.com.
UPS 2Day
Delivery time: 2 business days.
Tracking: live tracking at UPS.com.
FedEx Home
Delivery time: 5 business days guaranteed, sometimes less if address is local.
Tracking: live tracking on fedex.com.
FedEx Express Saver
Delivery time: 3 business days guaranteed, sometimes less if address is local.
Tracking: live tracking on fedex.com.
FedEx Express 2Day
Delivery time: 2 business days guaranteed, sometimes less if address is local.
Tracking: live tracking on fedex.com.
FedEx Express Overnight
Delivery time: Overnight guaranteed.
Tracking: live tracking on fedex.com.
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, simply continue to Check Out and add your personal information (name, address, etc.,) and click "Place Order". It will then give you your shipping options (USPS, UPS or FedEx, if applicable) 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 orders once they have left our office, and if you already received a shipping confirmation e-mail we can only wait a week or two (for domestic orders) for it to come back to us and only then can we edit that information. If this happens to you, please contact us so we know to expect it back and send it 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 and are happy to be accessible to so many people. 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 you 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 1-6 weeks normally, depending on customs. Please contact us if it has exceeded 6 weeks.
Q: For international orders, how long until my order arrives?
A: Unfortunately, for international deliveries, it is quite normal for shipments to take anywhere from 1-3 weeks, sometimes even up to 6 weeks (even for our Canadian neighbors). If it does still does not arrive to you by the end of the 6 weeks, please contact us.
Q: Is it possible to alter customs information for international Customs, so 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, per the order. However, we do not include shipping charges.
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 server, and is therefore not stored.
Q: Are you PCI Compliant?
A: Proforma Springboard Promotions follows strict PCI (Payment Card Industry) rules, and are monitored on a regular basis.