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FAQ’s & Shipping Policy

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If I order Total Impact Wear (TIW) product online from this website, when will my order(s) be processed?
If your order(s) fits all satisfactory authorization criteria, then the order(s) placed will ship within 7 to 10 business days (excludes shipments to Alaska and Hawaii) and depending on our in-stock inventory at the time the order was placed.

If an item you’ve selected is on backorder, you’ll be notified of any delay. If your order(s) has a high order(s) $ amount, different billing and shipping addresses, additional information may be needed. Your order(s) may be delayed for fraud protection purposes.

MAIL ORDERS: For personal check, money order, and credit card order(s) that have been mailed to us, please allow 7-10 business days for delivery after the payment has cleared and deposited to our bank.

Online order(s) placed after 9am PST will ship the following business day depending on our in-stock inventory at the time the order was placed.
Do you ship order(s) outside of the United States (USA)?
No. We presently ship to the USA only including Alaska and Hawaii.
Note: All Alaska and Hawaii order(s) ship UPS Next Day or 2nd Day Air ONLY.
Note: Customers are responsible for all applicable tax and fees (if any).

How long will it take for my TIW online order(s) to arrive.
UPS Ground: 2-7 business days. UPS Next Day: 1 business day overnight.

• We do not ship or deliver on Holidays or Weekends.
• All UPS deliveries of $100 or more, are signature required.
• Tracking numbers are only available for UPS shipments.

Do you ship to military addresses or P.O. Boxes?
Yes. We do ship to military addresses located in the USA.
No. We don't ship to P.O. Boxes.

Do you accept PayPal and credit cards?
Yes. We accept PayPal, Visa, Discover and Master Card.
Do you offer other payment options?
Yes. Even if you don’t have an established PayPal account, you can still make a debit or credit card payment through PayPal by using PayPal’s Guest Payments option during checkout. No PayPal account creation is necessary.
How long before I place a TIW online order(s) is my credit card charged?
Your card will immediately be processed for payment approval within 48 hours of your order being shipped.

If any item(s) you selected are on backorder(s), your credit card will be charged at the time the backorder(s) item(s) ship to you. You can also deselect the ‘Accept Backorder(s)’ box during checkout.

If any item(s) are out-of-stock, your credit card will not be charged for the out-of-stock item(s) that are in your order(s).
Can I cancel my TIW online order(s)?
Yes. TIW online order(s) can be cancelled ONLY before shipment has been made. No order(s) can be canceled after shipment has been made.
What is your return policy?
• Only item(s) that have been purchased from this website can be returned according to the following policy with NO exceptions.
• Every product is satisfaction guaranteed or you may return it for a refund, credit or exchange.
• Customers will be responsible for all shipping costs unless the product(s) received is damaged.
• All returns must be sent back within 30 days of the invoice date.
• Any returns received within the 30-day period, must be a refund, credit or exchange only. All other returns will be sent back to the customer and no credit will be applied.
• All returns MUST be in saleable condition and include its original packaging with all tags (if any are included) attached.
• Invoice # and Billing Name MUST appear on the Return/Exchange Form.
• If you no longer have a copy of your invoice or a Return/Exchange Form and wish to obtain one, please contact TIW Customer Service and request one.
• When exchanging item(s), credit can only be used per invoice dollar amount of the exchanged item(s), and not combined with multiple returns.
• For refunds, allow up to 10 days after we receive your return. However please be advised that your credit card company may take up to 30 days to post the refund to your account.
• Fill out the Return/Exchange Form and place a copy of your invoice and the filled out Return/Exchange Form in the package you’ll be returning.
• In a sealed insured package, mail your package to Total Impact Wear, Inc. (address provided below). Remember to include in the return package a copy of your invoice and the filled out Return/Exchange Form.
• You will be notified via email once your return/exchange has been received and a refund, credit or exchange has been processed.
• Please note that your exchange item(s) may be out-of-stock by the time your return is received.
• You can enter multiple style #s on the return/exchange form and note in comments what your 1st, 2nd, and 3rd choices are.
• If your exchange is out-of-stock or on back-order(s), a refund or credit may be issued.
• If your exchange is out-of-stock and you have been issued a refund or credit, you will be responsible for any new shipping costs on additional order(s).


• ALL RETURNED ITEM(S) MUST BE SENT EITHER BY UPS GROUND OR PARCEL POST INSURED OR THEY WILL NOT BE ACCEPTED.
• PLEASE ALLOW 30 DAYS FOR CREDITS ON RETURNS.
• ALL RETURNS MUST BE ACCOMPANIED WITH A COPY OF THE ORIGINAL INVOICE.
• ALL MERCHANDISE MUST BE RETURNED TO:


ATTN: Returns
Total Impact Wear, Inc.
P.O. Box 33756
Portland, OR 97292-3756
USA

Do you have a product brochure or catalog?
No. We don't offer printed brochures or catalogs.
I want to purchase an item(s) that I see online, but you don't have my size. Will it be coming back in stock?
A number of our products are not restocked and will sell out very quickly, so we suggest making your purchase as soon as you see it online. We try to bring new products in on a periodic basis to keep our inventory fresh with the newest styles!

If the item(s) you are looking for is from a previous season, likely that item(s) will not be restocked at all.

If you are looking at a newer item(s), most likely that item(s) will be restocked. Please check our site periodically or contact TIW Customer Service. Please provide the style number and we will respond back for a restocking date.
I received my TIW online order(s), but one item(s) was missing. What happens now?
Upon shipment of your online order(s), Total Impact Wear, Inc. will send an out-of-stock notification via email explaining that one or more item(s) in your online order(s) are out-of-stock, and will not be available for shipment in the foreseeable future.

If you did not receive an out-of-stock notification and your shipment does not contain all item(s) ordered please contact TIW Customer Service.

If your online order(s) was not marked as Out-Of-Stock (OOS) an investigation may need to be placed to track the package and check for delivery problems. To start an investigation, click here to contact TIW Customer Service.

DO NOT THROW AWAY YOUR BOX. WE MAY NEED TO SEE IT FOR INVESTIGATION PURPOSES.
What if I receive the wrong item(s)?
If you received wrong item(s) that are different from what you ordered, or it was damaged, we’ll credit you for return shipping costs (standard ground shipping).

If this happens, please contact TIW Customer Service and we’ll issue you a Return Authorization (RA) Confirmation Number.

The returned item(s) must be sent UPS ground with a copy of the invoice and our RA number written on the invoice or it will not be accepted.

Returned item(s) must be returned within 15 days of the invoice date or it will not be accepted.

ALL RETURNS/EXCHANGES ARE LIMITED TO STOCK ON HAND.
My credit card was declined, but the charge is showing on my credit card. What happened?
YOU HAVE NOT BEEN CHARGED. The "charges" that are appearing on your card account are called pending holds. We understand that this is a frustrating situation for you as well as the entire eCommerce industry. Pending holds come about because of the way banks verify billing address information and hold onto funds for any online transaction that has been submitted for approval. Whenever you place an order(s) online, your bank prior to the address verification first verifies the funds.

Once you submit your credit card information for approval, your bank/credit company checks to verify the amount of money available. If you have enough funds, then an authorization code is given and the money is placed on hold. Once your funds are verified, then all of the billing information entered is verified with an AVS - Address Verification System. If your information is not exactly how your bank/credit company has it on file, then your order(s) will not process.

An error message will appear online stating: AVS Mis Match: The billing address provided does not match the billing address on file with your credit company.

This allows you to go back and edit the information that you had previously entered as your billing address. Please note that any information entered after your billing information, may have to be re-entered.

If you have additional questions on pending holds, please click here to contact TIW Customer Service.
I just ordered something, but now it's on sale. Do you honor price adjustments?
Yes, we do issue price adjustments, however your order(s) must have been placed within 5 days before the price change was made. Please have your invoice# ready and click here to contact TIW Customer Service to see if you are eligible for a price adjustment. Your inquiry must be made within the 5-day window; inquiries made after the 5-day window will be denied. Price adjustments will not be issued if your order(s) has already received a discount, including price adjustments.
What are your shipping rates?
All shipping rates are based on the dollar amount, weight and shipping location of your total order. Exact pricing is unknown until you reach the shipping section of your checkout process. We'll always do our best to provide you a competitive value rate.
How can I track my package?
Once your order(s) is placed you should receive a confirmation email within 72 hours. This email will contain your tracking number, which can be looked up on www.UPS.com.

If you have not received an e-mail confirmation, please click here to contact TIW Customer Service and include your invoice #.
How do I use my credit online?
Please Note: You can only use your credit online.

• To use your credit please place your order(s) online just the same as using a credit card or money order(s).
• After entering your address information, the following page allows you to select a shipping option. On the bottom right side will be a section that you can enter your credit ID and email address.
• The following page will confirm the item(s) that you are purchasing as well as your address information.
• If your order(s) total has not been adjusted by your credit, then go back and edit your credit information again.
• Please review this and then click to confirm.

Do caps come in sizes?
No. Our caps have either a durable adjustable back closure or a form-fit headband that fit most adult head sizes.
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