Overview
Have questions about our website,
policies, and services? See below for answers to our most Frequently Asked
Questions (FAQs). If you cannot find an answer, please contact a customer
service representative at 800-840-4733 or email [email protected].
How to Redeem for Merchandise
Is there another way to search for an item?
How can I request to see a specific item or brand name that is not currently available on this website?
I would like to cancel my order. How do I do this?
When is a Customer Service Representative available to assist me?
What is your Refund or Return Policy?
What should I do if my shipment arrived damaged?
I refused a shipment due to damages. When will my replacement order arrive?
A call tag was issued to pick up a damaged/defective reward. How do I know if the item has been returned to your office?
A Return Authorization was issued to return my merchandise, but I continue to miss UPS when they come to pick it up. What should I do?
I did not receive a receipt or packing slip in the box with my reward. How do I get a Proof of Purchase for my order?
I want to return a shipment to you directly. Where do I send it?
Can we ship to P.O. boxes?
After an order is placed, how long will it take to arrive?
What is Velvet Glove Service?
What additional information is required for merchandise that includes Velvet Glove service?
I ordered three items, but I only received one of them. Where are the other two?
I live outside of the 48 contiguous United States (Hawaii, Alaska, Puerto Rico, Canada). How can I order my gift?
I ordered an item that was delivered by a trucking company and they did not assemble the merchandise for me. Why?
I placed my order two weeks ago, but I haven't received it yet. Where is it?
Why can't I see specific model numbers on the website?
I had previously seen an item on the website that I was interested in, but now I cannot locate it. Can I still order it?
Instructions:
How to Redeem for Merchandise
Step 1: Browse through the product catalog using the
category navigation bar, (located on the left side of each page), or by typing
a keyword into the search box, (located at the top right corner of each page).
Step 2: Find more detailed information about each
product by clicking on the image of the item. Each product page includes a
larger, close-up image of the product, a brief description of the item, and a
link to download a printable specification sheet with detailed product
information, (located at the bottom right corner of the page).
Step 3: Add an item to your shopping cart by
clicking the “Add to Shopping Cart” icon, (located near the bottom left corner of
the page). Once you have added an item to your shopping cart, you may continue
to shop, proceed to the checkout page, or remove the item from your cart by
clicking on the designated icons.
Step 4: When you are finished shopping, click on the
secure “Proceed to Checkout” link and fill out your shipping information in the
appropriate fields. Once you have completed this form, click on the “Continue
to Checkout” link to confirm your shipping information.
Step 5: After you have reviewed all of your information
and are certain you would like to redeem for the selected product(s), click on
the “Finish Order” icon to complete your order and receive your order number.
Please print out or save this order number for your personal records.
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Q: I am looking for a specific item, but
after browsing through the categories, I cannot find the item I am looking for.
Is there another way to search for an item?
A: There are two ways you can search for an item.
First, you can use the General Search box, (which is located on the left side
of the homepage and on the top right corner of each page throughout the
website), where you can type a brand name or keyword. If you still cannot find
a specific item after using the General Search, you can narrow down your search
using the Advanced Search feature. This feature is located below the General
Search box and allows you to search by category, brand name, product value, or
keyword.
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Q: How
can I request to see a specific item or brand name that is not currently
available on this website?
A: Please use our Suggestion Form (located
at the bottom of each page throughout the website) to make any requests for new
brands or specific items that you would like to see included in the
future. Using this form, you can also
provide feedback about the website and our quality of service.
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Q: I
would like to cancel my order. How do I
do this?
A: Please contact Brainstorm
Logistics directly at 1-800-840-4733 or via email at [email protected]. If your order has not yet shipped, we can
arrange to cancel it and issue a credit within 24 hours of the cancellation
date.
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Q: When
is a Customer Service Representative available to assist me?
A: The Brainstorm Logistics Customer Service Team is
available from 9:00am to 5:30pm EST, Monday through Friday. Any requests received outside of these hours
will be responded to by 10:00am EST on the following business day.
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Q: What is your Refund or Return Policy?
A: Products
may not be returned or exchanged unless proven to be damaged or defective. Any
item/shipment deemed to be damaged or defective within 30 days of shipping may
be returned to us for a replacement only. There are no returns or exchanges on
Jewelry.
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Q: What should I do if my shipment arrived
damaged?
A: If a product arrives visibly damaged, please refuse the product upon
delivery and notify Brainstorm Logistics at 1-800-840-4733. If the delivery has been finalized (left at
door by UPS or signed for) please contact Customer Service at 1-800-840-4733 to
arrange to start an investigation/claim with the delivery company.
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Q:
I refused a shipment due to damages. When will
my replacement order arrive?
A: Please notify the Brainstorm Customer Service
team immediately at 1-800-840-4733 or email us directly at
[email protected]. Once we have been notified of the refusal, we will follow the shipment
and issue a replacement order within 24 hours (of the product being returned).
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Q:
A call tag was issued to pick up a damaged/defective reward. How do I know if the item has been returned
to your office?
A: At the time of
pickup UPS will be able to provide you with the call tag number. This call tag number can be tracked with UPS
(with the exception of Velvet Glove/Truck Shipped items) by calling
1-800-PICK-UPS or by logging into their website at www.ups.com.
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Q: A Return Authorization was issued to return my
merchandise, but I continue to miss UPS when they come to pick it up. What
should I do?
A: UPS will make three attempts to
pick up the reward from you once they receive our request. UPS picks up packages during business hours
only, Monday through Friday. If the package is not available for pick up on UPS's first attempt, they will leave a
note indicating when they will be back to pick up the package.
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Q: I did not receive
a receipt or packing slip in the box with my reward. How do I get a Proof of
Purchase for my order?
A: A Proof of Purchase is not
automatically included with our shipments. If you would like to receive a Proof of Purchase for warranty or repair
purposes, please contact Brainstorm Logistics directly at 1-800-840-4733 or via email at [email protected] to request a receipt. We will gladly prepare this and mail, fax, or
email the receipt to you upon request.
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Q:
I want to return a shipment to you directly. Where do I send it?
A: Brainstorm Logistics, LLC., is
located at 19 Chapin Rd., Bldg B, P.O. Box 2024, Pine Brook, NJ 07058. Returns will only be accepted if they have a
Return Authorization (RA) number listed on the box.
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Q:
Can we ship to P.O. boxes?
A: We cannot deliver to P.O., A.P.O., or F.P.O.
boxes. In addition merchandise rewards can only be shipped to addresses in the 48 contiguous United States.
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Q:
After an order is placed, how long will it take to arrive?
A: Merchandise will be delivered to your door within 4-6 weeks of placing
the order, with the exception of items requiring Velvet Glove Service. Please allow 6-8 weeks for delivery of Velvet
Glove Service items unless otherwise specified.
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Q: What
is Velvet Glove Service?
A: All truck-shipped items will be
delivered via Velvet Glove Service. Our Velvet Glove crew will deliver your reward to your home, bring it into the
house, unpack it in the room of your choice (access permitting) and take away all packaging materials. Note: They will not install or set up the reward for you.
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Q:
What additional information is required for merchandise that includes Velvet
Glove service?
A: A daytime telephone number must be provided for
orders that require Velvet Glove Service. The delivery company will use this telephone number to contact you to
schedule your delivery. Delivery appointments are available Monday through Friday, 9:00am to 5:00pm EST only. Any delivery appointments outside of this
time frame may incur additional charges, which are the sole responsibility of the recipient.
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Q: I ordered three items, but I only received one of them. Where are the other two?
A: Items ordered at the same time may
arrive separately. Items are shipped as soon as they become available from the manufacturer.
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Q: I live
outside of the 48 contiguous United States (Hawaii, Alaska, Puerto Rico,
Canada). How can I order my gift?
A: Orders can be shipped outside
of the 48 contiguous United States on an Exception Only basis. Please contact us directly with the
information and we will request an exception on your behalf. Please note that
additional shipping charges may apply, and not all items can be shipped outside
of the contiguous United States.
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Q:
I ordered an item that was delivered by a trucking company and they did not
assemble the merchandise for me. Why?
A: Velvet Glove shipments include delivery to your
house in the room of choice (access permitting), unpacking, and removal of packaging materials. The delivery company will not assemble or install your
gift for you. Additional charges for this service may apply, and are the sole responsibility of the recipient.
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Q:
I placed my order two weeks ago, but I haven't received it yet. Where is it?
A: Please note that all items ship
separately and are based on availability from the manufacturer. Orders will be delivered within
4-6 weeks of
the date of order. If an item is not available, or becomes unavailable, we will contact you directly to notify you
of the delay.
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Q: Why
can't I see specific model numbers on the website?
A: All model numbers are subject
to change at any time without notice from manufacturers. As a result, you can contact our customer
service department at 1-800-840-4733 or via email at [email protected]
and we will gladly confirm the current
model number for the item you are interested in.
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Q:
I had previously seen an item on the website that I was interested in, but now
I cannot locate it. Can I still order
it?
A: If we are notified of any
product discontinuations or delays from manufacturers, or if we experience any backorders on products, we will temporarily remove those item(s) from the
website. Once the item is in stock and available again, it will reappear on the website. We apologize for any inconvenience or
confusion this may cause.
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