Frequently Asked Questions – All Other Products
Shipping and Returns/Exchanges
What if my order is lost?
If the delivery timeframe has passed and/or the tracking on your Manufacturer Direct order shows “delivered” but you have not received your package, contact our customer care team within 15 business days of the order’s original ship date.
Why didn’t all my items ship together?
Most Manufacturer Direct orders ship within one or two business day of order processing. In some cases, orders with multiple items are shipped in more than one package. Below is a list of reasons for why items may ship separately: • Order contains many items that must be shipped in more than one package. • Items in order are shipping from more than one shipping facility. • Customized items have a longer lead time and may ship separately.
Part of my order is missing; what should I do?
To report items missing from your Manufacturer Direct order, contact us at 1-800-225-3687 or email us at email@example.com with detailed information on what is missing. All missing merchandise must be reported within 15 business days of your order’s ship date, or we will be unable to process your request.
I received an item that is damaged; what should I do?
To report items in your Manufacturer Direct order that have been damaged, contact customer care at 1-800-225-3687 or email us at firstname.lastname@example.org. All damaged items must be reported within 15 business days of your order’s ship date, or we will be unable to process your request.
The item I received was incorrect; what should I do?
We apologize for any error made in the processing of your Manufacturer Direct order and for any inconvenience it may have caused. If you received the wrong item or extra items that you didn’t order, please contact us at 1-800-225-3687 or email us at email@example.com.
How do I change or cancel my order?
Orders for Manufacturer Direct items process very quickly, so the window for changes or cancellations is small. The best chance to cancel your order is up to two (2) hours after order is placed during normal business hours, Monday – Friday 8am to 5pm CST. For more information call 1-800-225-3687.
How do I exchange my order?
Please contact our dedicated customer service team and they will help process your exchange. All requests must be reported within 30 days of date received to be able to process an exchange. Call us at 1-800-225-3687 or email us at firstname.lastname@example.org.
I want to return my purchase; what do I do?
If you are not satisfied with your Manufacturer Direct purchase, you can return your item(s) — Excluding Photo Products, Personalized or Custom-Designed Merchandise –for a full refund within 30 days of date received. Note: Items returned after 30 days will not be processed for credit or refund. To be eligible for a full refund, the Manufacturer Direct items must be unused/unworn, and in the same condition as received, with original packaging, and accompanied by the Packing Slip that came with it. (We recommend retaining a copy of the packing slip for your own records.) For all other products or additional questions please contact your local representative or call our customer service team at 1-800-BALFOUR (800-225-3687).
How do I return my purchase?
To be eligible for a full refund, the Manufacturer Direct items must be unused/unworn, and in the same condition as received, with original packaging, and accompanied by the Packing Slip that came with it. (We recommend retaining a copy of the packing slip for your own records.) To return your Manufacturer Direct product, circle the item you are returning on the Packing Slip. At the top of the packing slip include your name, e-mail address, phone number and Return Authorization number (RA#) so that we can contact you, if necessary. At the bottom of the packing slip you will find the return label; please write the Return Authorization number (RA#) there as well. Please use this label on the outside of your returned package. Pack your return in the manufacturer’s box in which it came or in a well-padded envelope or box to prevent damage in transit. If you have multiple items to return, repeat this process. Balfour does not pay for return shipping for Manufacturer Direct orders. It takes 5-10 business days for your return to reach the AAC Fulfillment Centers. Once it is received and inspected, your refund will be processed and applied to your original method of payment within 30 days.
1550 West Mockingbird
Dallas, TX 75235
Balfour Customer Care: 1-800-225-3687 Email:email@example.com
Pricing errors may occur on the Balfour.com site. Balfour reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from Balfour. Balfour may, at its discretion, either contact you for instructions or cancel your order and notify you of such cancellation.
How do I apply a promotional code to my order?
In the shopping cart page, there will be a section labeled “Coupon Code”. Enter the promotional coupon code there, and you will see the change made to your order reflected in the cart page.
What is a Manufacturer Direct item?
To give you a selection of handpicked products, we’ve introduced Manufacturer Direct, a collection of items that are shipped to you directly from the manufacturer. Ranging from spirit wear and tailgate supplies to bedding and housewares, these items are available to you from one convenient shop and for fast shipping within the continental United States.
The customer is responsible for determining whether any Manufacturer Direct product is fit for a particular purpose or use. Every effort has been made to ensure the accuracy of the information about Manufacturer Direct products appearing on this website; however, American Achievement Corporation shall have no liability to any person or entity should any inaccuracy, omission, or misleading information on this site directly or indirectly cause loss or damage. We reserve the right to correct and amend information on this website without becoming bound in any way to honor any obligations created as a result of the publication of inaccurate information. The information contained on our website is general and informative in nature and is not intended as an endorsement of any particular product appearing on this site. For all personalized products, inappropriate and profane language or the unauthorized use of licensed marks or words may result in the cancelation of your order.