Customer satisfaction is our number one priority. We want to make sure our products are of the highest quality and delivered on time. However due to the customized nature of our products our customer service polices may be a little different compared to your normal retail shops. Below are a few guidelines we like to operate within.
Overall we strive to make sure our clients are satisfied working with FaceOnIt.com. So please email us, chat with us, call us, submit a ticket. We want to hear from you, we want to help you, and most of all we want to make sure your experience with FaceOnIt.com is a positive one!
1. How soon will I get my order?
That will all depend on what you want. Face On It has a wide variety of options that allows you to pick the arrival time. By adjusting the production and shipping your order might arrive as soon as 48 hours or, if you are in no rush up to 2 weeks.
2. What forms of payment do you accept?
We currently accept Visa, MasterCard, Discover Card and American Express.
3. Do you offer discounts to schools and Non/Profits?
Definitely! The prices we sell our products at are already a hard bargain to pass up. But we do offer a special incentive to schools and nonprofits. Send us a customer testimonial and we'll give you a deep discount. Don't pass up this special offer!
4. How does your product quality compare to your bargain prices?
Good Question. Our quality is the best in the industry, our turnaround times are lightning fast, and our prices hard to beat. We're not a paper pushing company like most of our competitors. In fact, we own and operate the entire process of manufacturing. We stand behind our product 100% and we guarantee you'll be satisfied.
5. Delivery Issues?
All production and shipping days on the website are referred to in business days. We urge you to select a production time and shipping time within your time frame. However, if you select a production and shipping time that we are unable to meet within the stated time frame then we will do our best to find a solution for you. Standard production times are estimated times. Rush production times are guaranteed if rush shipping is chosen.
6. Can I Upgrade Delivery Times?
Unfortunately, we can't change the production time of an order once it has gone into the pre-production phases. But, please do give us a call and one of our customer service reps maybe able to track down the exact whereabouts of your order to push it through quicker. We're not making any promises, but we definitely will give it our best.
7. Need to make an update with artwork or customization?
We can make changes to an order if the order is still in its pending stages or before the order goes into a pre-production stage. We send email notifications about our production stages and tracking updates regarding your order. If you are unsure about what stage your order is in please contact us by live chat, by phone, email, or by submitting a ticket.
8. Color Issues?
Due to the volume of orders we process and the large number of vendors that provide us with materials, we cannot guarantee the accuracy of a color down to an exact Pantone® color. Only orders that request a custom color will get the shade or Pantone® they order. However, if for some reason you place an order for a green wristband for example and you receive a pink wristband, we will replace your product with the correct color.
9. Order Short?
If you receive your order short of any merchandise, please call us within 48 Hours of delivery. In most cases you will be refunded according to the amount missing. The reason for this is most products go through a complicated production process and cannot be remade in a cost effective manner. If we are able to remake the difference, we will offer it as an option.
10. What is your cancellation policy?
We keep it simple. If you've placed your order and it is still in its pending stage, then you can call in to cancel your order. If your order has been confirmed at it's gone into a pre-production phase, we cannot cancel your order. There are special exceptions. If you ordered an in stock product that required no customization then you may cancel your order at any time before it is shipped.