QUESTIONS

 

The Adobe Store accepts payments via credit card.

Yes. On your first order, you will be prompted to create an account. This will make future orders easier as it will retain your order history and information.

You should have one user profile for use when paying by credit card.

Fulfillment and customer service for the Adobe Store operate weekdays from 8 a.m.-5 p.m. Pacific time, excluding holidays.

Yes. Just enter the customer contact name and shipping address in the shipping address field. No prices or billing information will appear on the packing slip.

Immediately upon placing your order, you will receive an email confirmation with the order details. Shipment confirmations will be sent at the end of the shipping business day.

Adobe employees are able to use the Adobe Business Use Shipping by referencing their cost center and paying a flat fee of $3.95. For all other orders, please select a FedEx shipping option. You can either pay for the FedEx shipping cost or use the "Ship on My FedEx account" option to have the shipping fees applied directly to your account by FedEx.

If there is inventory available, orders placed and authorized:

Before 12 noon Pacific Time, ship same business day

After 12 noon Pacific Time, ship next business day

Yes! FedEx provides the best tracking and customs clearance. You can either pay for the FedEx shipping costs through our website or use the "Ship on My FedEx account" option to have the shipping fees applied directly to your account by FedEx. If you pay for the FedEx shipping costs, the standard is for the recipient to pay for the duties/taxes. If you use the "Ship on My FedEx account" option, the standard is for the shipping and duties/taxes to be applied to your FedEx account. If you would like to ship to a country not listed on the checkout page, please email customerservice@brandvia.com for information on how to have product sourced to that location. Thank you!

Exporting
It is important to BrandVia that our customers are able to receive the items that are shipped to them. We are committed to making every effort to get your merchandise from our facility to the shipping address entered on the order, whether the address is inside or outside the US. We know that many countries outside of the US have import restrictions for promotional merchandise and gifts. At times the merchandise can get held up in customs and the reasons are varied and can change without notice, even if accurate product documentation is provided. As a response to this (as an example) we have placed a hold on shipments to countries such as Russia and India because the import restrictions there have made it too difficult to get our goods into the country. If you would like more information on our international shipping policies and experiences please email customerservice@brandvia.com.

Redistribution
Most of the merchandise that we sell is produced outside of the US. Many of these goods that have been imported into the U.S. cannot be easily exported to other countries, or re-shipped a second time, once our customers initially receive them. We highly recommend that you check with your freight forwarder to confirm foreign documentation requirements if you seek to re-ship goods that you have purchased through our store(s). Please note: BrandVia is a distributor (not a manufacturer) and therefore will not have access to factory information from the company that originally produced the goods.

Orders ship from San Jose, California, with the following ESTIMATED timelines:

  • FedEx Priority Overnight = 1 business day after ship date (AM delivery)
  • FedEx Standard Overnight = 1 business day after ship date (PM delivery)
  • FedEx 2Day = 2 business days after ship date
  • FedEx Express Saver = 3 business days after ship date
  • FedEx Ground = 1-5 business days after ship date, depending on proximity to San Jose, California

Please contact BrandVia Customer Service at customerservice@brandvia.com or 408-955-1750 before 2 p.m. on the business day your order is scheduled to be shipped.

The status of your order can be viewed online under Account. Shipment confirmations with tracking information are sent via email at the end of the business day your order was shipped.

A pre-paid FedEx return label can be requested for all domestic FedEx shipments. You can use this to return the item. Please include a note with the return indicating whether you would like a refund or exchange. We will process the refund or exchange request within a few business days.

Returns from outside the U.S. can be shipped, at the customer's expense or on a customer-provided FedEx account.

If you need to change the shipping address of your order and the order has not shipped please call us at 408-955- 1750 or email us at customerservice@brandvia.com. Please reference your order number when you call or email.

We would love to hear your feedback and suggestions! Just email customerservice@brandvia.com.

If the quantity of an item you like on the store isn't available, we can place a drop ship order from our factory. Please email customerservice@brandvia.com with the item name, SKU and the quantity that you need. Please note that production time will vary by product and we will advise soonest ship date.

For all custom order requests (custom items not available in the store) please email Doug Kahl at dkahl@BrandVia.com.

BrandVia Alliance Inc., 2159 Bering Drive San Jose, CA 95131
Contact Number: 408 955 0500.
Fax Number: 408 955 0506.
Email Address: customerservice@brandvia.com