FREQUENTLY ASKED QUESTIONS
How do I create a user account?
NOTE: By direction of your corporate office, your user account user name should only be created using your assigned work email address.
Click on the 'Sign in' link within the upper right area on any page. Within the CREATE AN ACCOUNT section, enter your assigned work email address in the 'User name' field, then click CREATE AN ACCOUNT and complete the required information for the new user account.
How do I place an order?
- 1. Sign in to your user account.
- 2. Select any Category link to begin viewing items.
- 3. Click the image of a product or the VIEW PRODUCT button to see details about a product.
- 4. Complete all selection options required for the product, enter or select the quantity you would like to purchase, click ADD TO CART.
- 5. When you are finished adding items to your shopping cart, click 'Proceed to Checkout'.
- 6. Complete the Delivery Address and Billing Address information requested, click 'Proceed to Checkout'.
- 7. Select a Shipping Method, click 'Proceed to Checkout'.
- 8. Select the appropriate Cost Center to pay for the order, then click 'Submit Order'.
How do I enter a different delivery or billing address for an order?
- You may add a new delivery or billing address during checkout within Step 3. ADDRESS by clicking on 'Add a new address'.
- Enter a name within 'Address Label' - this is what you would like to name the address in your account on the site, for example, Home or Office.
- Complete remaining required (* indicates required) and optional fields for the new address.
- Click 'Save'. The screen will refresh back to Step 3. ADDRESS of the checkout process.
- You may select the new address from either 'Choose a delivery address' or 'Choose a billing address' by clicking on the down arrow for each option.
- You may also click 'Edit' for the displayed Delivery Address or Billing Address. Note: Editing an existing address will overwrite the previously saved address in your account on the site.
- You may also Edit/Delete existing addresses or add new addresses by clicking on 'My Account' then 'My addresses'.
How do I Redeem a Gift Certificate and use as payment on my order?
Step 1 - Redeem Gift Certificate
Within Step 5. PAYMENT of the checkout process, enter the Gift Certificate code into the Redeem Gift Certificate field then click the 'Redeem Gift Certificate' button. A message should display "Gift Certificate with $#.## balance successfully redeemed". If there is an error message such as “Error redeeming gift card”, the code may have been typed incorrectly or the Gift Certificate was previously redeemed. Click on "Use a Gift Certificate Balance" to verify if the gift certificate balance appears for your use.
Step 2 – Use a Gift Certificate Balance
Once your gift certificate has been redeemed, the gift certificate balance will appear in the 'Use A Gift Certificate Balance' drop-down. You must select a Gift Certificate balance you want to use as payment towards an order. NOTE: Only one Gift Certificate Balance may be used per order.
To review all Gift Certificate balances available on your account, sign in to your account and click the Gift Certificates link in the top navigation area (same area as Sign In). After you have signed in, if the Gift Certificates link is not visible, you do not have any Gift Certificate balances available.
Will I receive an order confirmation email?
Once an order has been submitted you will receive an Order Received confirmation email letting you know we've received the order for processing.
How can I check the status of my order?
Sign in to your user account. Click the 'My Account' link then click 'Order history and details' to review orders previously submitted.
What does Production Time mean?
Each product will list an estimated production time. Production Time is the estimated number of business days it will take to process your ordered items with the requested decoration(s). This does not include shipping time.
When will my ordered items ship?
Shipping time varies by product ordered, decorations involved and plant where item is shipping from. Products are shipped after production is complete and typically received at your shipping destination within three to five business days after production.
How do I change my password?
Sign in to your user account. Click the 'My Account' link then click 'My personal information'. Enter Current Password, New Password and Confirmation (New Password, again) then click 'Save Password'.
How can I change my email address?
Sign in to your user account. Click on the 'My Account' link then click 'My personal information'. Enter your email address in the E-mail address field then click 'Save User'.
How can I change my user account profile information?
Sign in to your user account. Click on the 'My Account' link then click 'My personal information'. Enter necessary updates (First name, Last name, Phone number or E-mail address) then click 'Save User'.
How do I save items to my cart for ease of access later?
Sign in to your user account. Add desired items to your cart. Items will remain in your cart until you either remove them or complete the checkout process.
How do I access and place an order for items in my Cart?
Sign in to your user account and click on the Cart link. You may edit the quantity for an item or remove an item from your cart. Click 'Proceed to Checkout' to complete the checkout process. Once the order is placed for the items in your cart, your cart will be empty.
Why can't I place an order for an item in my Cart?
If the website owner made changes (size, color, price, or options available) to a product that was within a Cart you will need to delete the item from your cart then re-add the item.
What if I forgot my password?
Reset of a password is offered from the Sign In screen. Simply click on the 'Forgot your password?' link. You'll need to enter the User name for your user account then click 'Reset Password'. An email containing instructions for resetting your password will be sent to the email address associated with the user name.
How do I return an item?
Our Return Policy can be found on the site navigation menu.
How can I contact someone about my order?
You may click on the Contact link in the navigation menu of the website to send us an email, utilize the Click & Chat online support link on the website, or call Customer Service at 800-297-9599 during business hours. Business hours are Monday - Friday: 8:30am to 5:00pm EST.