Customer Service Knowledge
Base
Answers to your Frequently Asked Questions!
If you have
checked out (submitted your order after credit card information has
been entered), you can process a change to an order by submitting a
request via email on the
Contact Us tab or you can contact
our Customer Service Department at 336-991-6937. It is probably
better to call in order to have your request known immediately.
Orders are filled within one business day so if you need to
make a change it should be done immediately. Note:
The ability to process a change is based on the status of the order.
Orders that have advanced to the shipping process cannot have
items added or removed.
To change the
quantity of an item in your shopping cart:
- Click on the "Shopping Cart" link at the top
of any page
- In the cart update the item with the new
quantity
- Click on the "recalculate" button located
below
To remove an item
from your shopping cart:
- Click on the "Shopping Cart" tab at the top
of any page
- Change the quantity to "0"
- Click on the "recalculate" button located
below
- The item will be removed from your shopping
cart
How do I complete my
purchase?
- After all your items are placed in your
shopping cart and you have the quantity you need for each item,
make sure you click on the "recalculate" button near the bottom
of the cart to lock in your quantities.
- Next you need to calculate shipping by
clicking on the "calculate shipping" button
- Enter your zip code and click "calculate
shipping" you will be shown a list of shipping methods
- Click in the circle of your shipping choice
and click continue this will add the shipping cost to your
order.
- Next click on "Go To Payments" to enter your
billing and shipping information
- Please verify your information to be correct
before clicking continue
- Next enter your credit card information and
submit your order.
- If you order went through successfully you
will see a Thank You page with your order number at the top.
- You will also receive an email confirmation of
your order.
Why am I not able to continue to the
payment page?
Please check to make sure you have calculated
shipping before proceeding to
payment. If you still can't proceed to the payment processing then
please call us at 336-991-6937 to place your order by phone. Some
companies will block employees computers from being able to access
payment areas of unknown websites.
What are the shipping rates and
times?
We ship from North Carolina, please visit our
shipping page to see the approximate
shipping times.
What company do you use to ship your
products?
We use FedEx and USPS (Postal Service) to ship our
packages. We allow you to choose which method you prefer. Sorry but
we do not offer UPS service.
What do you mean by expedited
shipping?
You may choose to have your package arrive
overnight or 2-day or 3-day guaranteed. You have an option to choose
these services while calculating your shipping. Always allow one
business day for processing. The FedEx overnight, 2-day and 3-day
services are for Monday - Friday delivery only, if you need Saturday
delivery please call for price as FedEx charges extra for Saturday
delivery.
How do I return merchandise that I
received?
Please visit our Return Policy page for information on returning your order or an
item from your order.
What if I never received my order?
If you have not received your order within 10 days
of placing your order please contact us immediately, either by email
or phone. International orders please allow 3 weeks from the time
you placed your order to contact us. We do not reimburse for loss or
damages due to the handling of the packages from the Postal Service
(USPS), unless insurance was purchased by the customer. (FedEx is
automatically insured).
Do we offer a catalog of our
products?
We do not have a catalog at this time due to
continual changes of products, all of our
products are listed on our website.
Why is my shopping cart empty?
After a certain amount of time the shopping cart
will "time-out" and will remove all items. I'm sorry but at this
time we do not have a "wish list" or a way to save items in the cart
for future. We are working on this feature and hope to have it
available soon.
Why wasn't my credit card accepted?
- Verify credit card number, expiration date
and the security code are correct (Amex customers, the security
code is a 4 digit number)
- Verify credit card has not expired
- Name and address must exactly match billing address
of credit card or debit card, (this is the address that the
credit card company or bank has on file it is not necessarily
where the bill/statement is sent)
- If all of these are correct and it is still declining your
card then please check with your bank or credit card company for an
explanation.
Are you offering any promotional
offers at this time?
We offer promotional discounts at certain times
throughout the year. If you are on our email list then you will be
notified of upcoming promotions
How
can I pay for my order?
You may use your MasterCard, Visa, American
Express, Discover/Novus card, Debit card with Visa or MasterCard on
it, or your PayPal account for your online order. You may also chose
the Money Order option and mail in your money order. Your order will
be filled and shipped once we receive your money order. See
Contact Us page for our mailing
address.
What is PayPal?
PayPal, the trusted leader in online payments,
enables buyers and businesses to send and receive money online.
PayPal has over 100 million member accounts in 190 countries and
regions. It's accepted by merchants everywhere, both on and off
eBay.
Is it safe to use?
PayPal helps protect your credit card information
with industry-leading security and fraud prevention systems. When
you use PayPal, your financial information is never shared with the
merchant.
Why Use PayPal?
- Make purchases or send money with PayPal -
it's free
- Shop and pay conveniently by saving your
information with PayPal
- PayPal is accepted by millions of businesses
worldwide and is the preferred payment method on eBay
Start using PayPal today!
Can I call to place my order by phone?
Yes, you may call 336-991-6937 Monday-Friday
9:00am - 7:00pm eastern time
What is Race Party Decoration's
mailing address?
Our mailing address is listed on our
Contact Us page.
Do you ship to other countries?
Yes, we ship to most foreign countries: Canada,
Australia, Great Britain and many more.
What is the cost to ship to other
countries?
When you calculate shipping from your shopping
cart you need to choose your country and put in your postal code.
You will be given your shipping options and the cost. Shipping is
charged by weight of products ordered and delivery destination .
How long does it take to receive my
international order?
USPS Priority mail International takes
approximately 10-14 business days
to arrive. USPS Express mail International takes approximately 5-7 days to arrive.
USPS Global Express Guarantee takes 2-3 days. FedEx International
Priority takes 3-4 days. FedEx International Economy takes 4-5.
All times as based on business days, Monday - Friday excluding
Holidays. All times are approximate and not guaranteed except USPS
Global Express Guarantee.
How do I track my order?
When your order is shipped you should received a
tracking number via email either from FedEx or the Postal Service,
depending on the shipping method you choose. If you do not receive
an email you may email us at
info@racepartydecorations.com to request your tracking number.
Do you share my information?
We respect your privacy. We will not
sell, share, or lease your personal information for any purpose.
How do I opt-out of receiving email
promotional material?
If you opted in to our email mailings and you want
to discontinue receiving our emails then please click on the
unsubscribe link at the bottom of the email to unsubscribe. Or you
may send us an email with your request to
info@racepartydecorations.com.
How secure is Race Party Decorations
web site?
Race Party Decorations has
numerous security measures in place to protect you from the
loss, misuse and alteration of the information under our control
including the use of third party security monitoring services.
When you place an order on our Web Site, we use secure socket
layer (SSL) encryption technology to ensure that your data is
passed in a secure manner. Additionally, your credit card
information is stored in an encrypted format. Although we take
every reasonable precaution to ensure that your personal
information is safeguarded and stored in a secure manner, we
cannot guarantee the security of the information we receive.
Why do I have to give my phone number & email address when ordering?
We use your email address to send you an email
receipt of your purchase, also you will receive a tracking number of
your package when it has been shipped. Your phone number is needed
in case there is a problem with your order and we need to contact
you immediately to verify the order or your address. Without your
phone number or email address we have no way of communicating with
you.
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