Q: What are your business hours?
A: We are open from 8:30 a.m. to 5:00 p.m. Central Standard time, Monday-Friday. Our website is available 24 hours a day, 365 days a year.
Q: What are my payment options?
A: We accept Visa, MasterCard, Discover and American Express credit or debit cards and checks or money orders by mail (orders cannot be processed until we have the check in hand). We accept school purchase orders, and those can be faxed to us at 1-800-324-3884, mailed to us at P.O. Box 577, Arlington Heights, IL 60006, through our website or over the phone.
If placing the order on our website or over the phone, the school or district that is being billed on the purchase order must have an account established with us. If you are unsure if you have an account, please call us at 1-800-323-5201, and we would be happy to check if your school has an account set up with us. We can set up music booster accounts as well (please call for details).
Q: Will an invoice be included with my order?
A: In order to get your products out the door as quickly as possible, we do not print an invoice until after your entire order has shipped. An invoice will be mailed to the billing address provided on your order once your entire order has shipped.
Q: When will I receive my order?
A: Most orders ship out within 24 hours of being processed as long as the items are in stock. Shipping time is generally 1-4 business days, depending on your location (express shipping options are available at an additional cost). Orders placed after 3:00 p.m. Central time will be processed the next business day. If time is critical, please feel free to call us at 1-800-323-5201 to check if an item is in stock before you place your order.
Q: Will I receive an e-mail with the tracking number for my shipment?
A: In order to get your order to you as quick as possible, many of the items we sell are shipped directly to you from their manufacturer. Because of this we do not always have immediate access to tracking information. However, for some items that ship from our warehouse, we can e-mail you tracking information on your order. Simply provide us with your e-mail address when ordering and we will store it on your account so you can receive tracking information on any order that ships from our warehouse.
If you would like to check the status of your order, please feel free to call us at 1-800-323-5201 and we can check the status of your shipment.
Q: I requested 2-Day shipping; it’s been 2 days and my shipment hasn’t arrived. Where is my order?
A: All UPS express shipping options (3-Day, 2-Day, Next Day) are based on business days, which do not include weekends or holidays. For instance, if an order ships out on a Thursday on a 2-Day shipment, it will arrive on Monday. Also, orders placed after 3:00 p.m. Central time generally will not be able to ship out until the next business day.
Q: When will my credit card be charged?
A: We never charge your card until your entire order ships. When the order is placed, our system does a pre-authorization on your card to make sure the money is available. This may show up as activity on your account if you check it on-line, but it will be labeled “pending” or something similar. No money is actually taken from your account until your order ships.
Q: What is the best way to clean my parade banner?
A: Our custom sewn parade banners (as well as Sousaphone covers and podium skirts) are best cleaned by spot treating the banner with cold water and a gentle detergent. We advise against dry cleaning your banner, as there are some dry cleaning chemicals that could loosen the seals on your lettering and logo. Banners should NOT be put in a washing machine as the colors in the tackle-twill material can run.
Q: What is your return policy?
A: Because of the wide range of products available to you, we do not have one set return policy. Return policies differ from one manufacturer to the next, however, 30 days is typical for most returns. Since not all products are shipped from our Arlington Heights, IL warehouse, please call first so we can give you the right address to send the products to.