Character Products

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FREQUENTLY ASKED QUESTIONS

Ordering
How do I order products?
What are my payment options?
How can I track the status of my order after it is shipped?
What is your Return Policy?
Is it safe to use my credit card?

Shipping
Do you ship outside of the United States & Puerto Rico?
How are packages shipped and shipping charges calculated?
What happens when part of my order is not available for immediate shipping?

Other
What if I forgot my Password or User Name?
Please explain your Privacy Policy.

Ordering Products
Shop
When you see an item you want to buy, click the "add to cart" button. This places the item in an electronic shopping cart, which is always displayed at the top of your screen. If you click on the shopping cart, you will see an itemized summary of all products in your shopping cart.

Checkout
When you finish shopping, click "Submit" at the bottom of your screen. You will be prompted to provide the information necessary to complete your order, such as your name, billing address, credit card number and shipping address. You will also be asked how you would like your items shipped. Next, the total amount of your order will be displayed, including sales tax and any additional charges such as shipping and gift wrapping. If any of the information is incorrect, you can go back and adjust information on the previous pages. You can also cancel the order at this point.

After you confirm that everything is correct, click "Submit Order". A page will appear confirming your order and giving you an order number to use if you need to contact us. We will also confirm your order via e-mail within 24 hours. Please be advised that confirmation that your order has been received does not guarantee product availability. A separate shipping confirmation will be e-mailed to you to specify date shipped and UPS tracking number . UPS can be contacted by calling 1-800-742-5877 or by e-mailing UPS at www.ups.com/tracking/tracking.

Once you have registered, you can log in to speed up your checkout process.

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What Are My Payment Options?
We accept CharacterProducts.com Gift Certificates and the following credit cards:

American Express
Discover
Master Card
Visa

For security, all order information is encrypted before transmission over the Internet to our secure processing center.

How Can I Track the Status My Order after it is Shipped?
Once the order leaves our warehouse, you can track your package by visiting our shipper's website:
UPS: www.ups.com/tracking/tracking
Phone: 1-800-742-5877

What is Your Return Policy?
We will accept returns within 45 days of the date shipped. Merchandise must be returned unopened and in the original condition. For more details on product returns view our detailed Return Policy.

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Is it Safe to Use my Credit Card?
CharacterProducts.com takes credit card safety very seriously. Our site uses a secure server, advanced encryption technology and rigorous password protections. Encryption technology codes all ordering information, such as your name and credit card number, so that it cannot be read in transit.

If you still feel uncomfortable completing the transaction, just e-mail us at customerservice@CharacterProducts.com and we will make arrangements with you to complete your order via telelphone contact. Put items in your shopping cart and proceed to checkout as if you were completing your order online. Then, print out the shopping cart screen as a reference for the products you would like to order and e-mail us. To complete your order, you will need to have handy your credit card number and expiration date, credit card billing information, shipping address, phone number, and the exact item numbers of the items you want to purchase.

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Do You Ship Outside of the United States and Puerto Rico?
We can ship your package to any address in the United States, including Alaska, Hawaii, and Puerto Rico. We can not ship to Guam, the Virgin Islands, or any international locations. We apologize but we are also currently unable to ship to Post Office Boxes and APO/FPO addresses.

How are Packages Shipped and Shipping Charges Calculated?
All Packages are shipped via UPS. Packages to Hawaii, Alaska and Puerto Rico can only be shipped via 2nd Day Air since ground services are not available to these locations. For packages to all other states, you have three shipping options: Ground, 3-Day Select, and 2nd Day Air. Ground delivery arrives within 7 to 10 business days after you order. 3-Day Select arrives approximately 3 to 5 business days. 2nd Day Air arrives within 2 to 3 business days. Business days are Monday through Friday.

Shipping charges are determined based on the delivery method you choose and the size and weight of the items in your order.

A shipping confirmation will be e-mailed to you to specify the date shipped and UPS tracking number. To track your order after the package has been shipped, contact UPS at: http://ups.com/tracking/tracking.html or call UPS at (800) 742-5877.

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What Happens if Part of My Order is Not Available for Immediate Shipping?
If for some reason any item in your order is not available to ship when you place your order, this item will be canceled from your order . You will not be charged for that item and it will not be shipped to you. In most cases, you will be contacted via phone or e-mail to alert you of this situation.

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What if I Forgot my Password or User Name?
If you have a CharacterProducts.com account, but forgot your password, it can be e-mailed to you upon your request. If you are at the website, go to My Account and click on "Forgot Your Password? " and follow the instructions. Or if you want to go directly to the Password and E-mail login screen now, click HERE.

To protect your privacy, if you have forgotten your user name, you will need to create a new account.

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What is Your Privacy Policy?
We do not share any personally identifying information about our customers or visitors to anyone outside of CharacterProducts.com, its parent, affiliates, subsidiaries, operating companies and other related entities. We maintain strict security to protect all information you share with us. For more details, please see our Privacy Policy.

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