Problems Ordering

Whenever I try to log in, the login page just reloads and doesn’t display an error message - The most common cause of this is that your browser isn’t set to accept cookies (a cookie is a text-only string that gets entered into the memory of your browser). Our store requires that cookies are turned on so the application can track your session and know who you are as you use the store. Instructions for turning on cookies in most web browsers can be found at How to Enable Cookies or How to control cookies. For more information on cookies, see this Wikipedia entry. The other possibility is you have a firewall or security system set up that is too strict. It’s preventing cookies from being accepted or Javascript from being run. Our store needs both cookies and javascript in order to function properly.

The checkout process is not accepting my credit card - Your credit card will be authorized when we download your order, and will match your billing address, credit card number, and CVV code to the information your issuing bank has on file. If any of this information does not match what you have entered your card authorization will be denied. If a hold has been placed on your account your card will also be denied. This is for your protection and cannot be bypassed. If we can't obtain authorization on your card your order will be placed on temporary hold while we contact you to resolve the problem.

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Returns And Custom Orders

We want you to be delighted with your order! If for any reason you're not, we will accept returns of undamaged, saleable merchanidse if you first obtain a Return Authorization from Customer Service. Your request must be made within 90 days of receipt. After 90 days returns are at our sole discretion and if accepted will incur a 10% restocking fee. There are no returns on any merchandise that has been customized for you - this includes any items with a custom imprint or special order merchandise - unless we have made an error. We are not responsible for errors on items for which you have been provided a proof and approved it.

We strongly suggest that upon receipt of your order, you open the package as quickly as possible. Large packages with small items inside will have a bright sticker on the outside so that you know to look for them. Check the entire package for any problems. As you remove the packing check carefully for any smaller items included in the wrapping. They will usually be in a small manilla envelope. (Sometimes that envelope is taped to the bottom of the box.) We have had some customers inadvertently throw that merchandise away with the paper or box.

When removing items from the shipping box, please check for breakage, incorrect items, or other errors. Compare the merchandise with the descriptions given on the packing list included in the box. When engraving is included, please check the copy for spelling or date errors. If there are any problems, please contact us immediately.

If there was no error made by Russell-Hampton Co. on the shipment then you will be responsible for all shipping and handling charges, both outbound and return. This includes orders being refused at the time of delivery. The shipping charges will not be credited to your account, but you will be given credit for the merchandise if we receive it in good condition.

Customized items are shipped to you as a final sale. Before any custom work is completed, you will receive a final proof. To expedite this process, please give the customer service representative a valid fax number or email address. When you receive the proof, please look it over carefully. Check the layout and copy for any errors. If everything is ok, sign the copy of the proof and fax it back to the customer service rep's attention. We will keep a copy of your approval with the order.

We have created our policy to make the process as easy for you as possible. It is always our goal to treat our customers with fairness and provide excellent service. For immediate response to any problems, please contact us at 1-800-877-8908 and press 1 for Customer Service.

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Store Features

Categories - You will see them down the left side of the screen, and clicking on one will open the sub-categories beneath it. Clicking on a sub-category will display all the items in that sub-category. Items may appear in more than one category. Back to Top

Search - This is a great way to find items in the store. The search feature is always available from the right side of the menu bar. You can type in any search term (e.g. "tie", "umbrella", "badge", etc.) or the full or partial R-H item number if you know it, and it will return all items which match your search criteria. Back to Top

Shopping Basket - As you click and purchase items from the store, they will accumulate in your shopping basket. You may check the contents of your basket at any time, and if you are finished shopping at that point, simply continue to checkout from there. If you'd like to continue shopping, there is a button at the bottom of the basket screen which will take you back to the screen you were at just before that. Your session will time out after 20 minutes of inactivity, but your basket contents will always be available from the same computer you were working on when you added the items. In addtion we have a "saved basket" feature that allows you to log in and save any/as many baskets as you wish. This feature allows you to easily add the contents of any saved bakset to your current shopping basket. Pricing: All quantity pricing will be shown on items for which price breaks are available. If you have to enter items one at a time to specify engraving instructions, the shopping basket will re-calculate your pricing and will reflect the correct quantity pricing based on all items in your basket. Back to Top

Engraving - All of our items have engraving included in the price of the item - there is no extra charge for engraving. The shopping cart will calculate and show the number of characters you have specified for engraving. We do expert engraving in-house, and our engraving personnel are second-to-none anywhere. We also have in-house sandblasting equipment for crystal etching. This allows us to maintain precise control of quality and get your order to you on time. When purchasing more than one of any item that has engraving instructions, you will have to add them to your basket one at a time so that you will have the opportunity to specify the engraving for each item. For example, if you are ordering 5 of the same plaque, each with separate engraving instructions, you will add them to your shopping basket one at a time so that you can specify the individual engraving. Back to Top

Checkout - When you are finished shopping, click from your basket display or the top right of the screen to enter the secure checkout process. Each screen will explain what information is being collected and what the next screen will be for. You will be reviewing your order, giving us shipping instructions and payment information, entering any final special instructions and your club information, and finalizing your order. Payment Terms: You may use your credit card with confidence. All credit card transactions are handled on a secure server using the latest Secure Socket Layer technology. Your credit card will not be charged until your order is shipped. If we have to make a partial shipment, your card will only be charged for the merchandise that is shipped. Back to Top

Shipping - You may specify your shipping choice on the checkout screen. We invoice shipping charges at published rates plus a small handling fee. There may be items in your basket which we cannot ship via mail, and if the value of your order is over $200 you will not see an option to ship via mail. Our main concern is to get your order to you the fastest and least expensive way that will meet your "need by" date. Back to Top

Confirmation - You will receive a confirmation email from this store as soon as your order is submitted. If there are items on backorder or something about your order that you need to be aware of, a second email will be sent as your order is downloaded. An email is sent when your order has shipped. Any backordered items will be shown on the shipping confirmation email. If you are paying by credit card, your invoice will be emailed after the order ships. Back to Top

Gift Cards - You can apply a gift card you have received to the balance of your online order. You will log in to the store as usual, either using your Club/District account or your personal credit card login. At the final payment screen in the checkout process you will see an option for payment with a Gift Card. Choose that option first and apply your gift card to your order. This will subtract the amount of your gift card from your order total. If you are placing a personal/credit card order you will still need to provide your credit card information. When we download your order we will apply the entire balance of your gift card to the total of your order, which includes shipping and handling charges. If the order total is more than your gift card balance we will charge your credit card/bill your Club or District for the difference. If the order total including shipping is less than your gift card balance you will have a credit balance on your account. There will not be any balance left on your gift card - credit balances transfer to your account for future orders. Back to Top

If you have any questions or comments you can contact us here.

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