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 - Credit cards are processed through authorize.net payment gateway, which 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 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 you do not get through the checkout process and there is no indication of what the error might have been, please wait a few minutes (not longer than 10) and try going through checkout again. It is possible the payment gateway was offline for a short time and if so it will be back quickly.

If you are still having trouble please email our Help Desk. A ticket will be created for your question and one of our support staff will reply as soon as possible. If time is of the essence, you may also place your order a number of other ways. Please see our contact page for information on faxing, emailing and phoning in your order.

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Returns And Custom Orders

We realize that there are times when you may need to return merchandise for one reason or another. Russell-Hampton has always had a very liberal return policy. We want to continue that policy with some parameters in place to help you, the customer, and us.

We are requesting that upon receipt of any order from us, you open the package as quickly as possible. Check the entire package for any problems. As you remove the packing please be aware that there may be 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 box, please check for breakage, wrong 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. All merchandise being returned for credit or exchange must be done within 90 days of receipt. If the items are returned after that date, there will be a 10% restocking fee deducted from your credit or billed to your account.

If there was no error made by Russell-Hampton Co. on the shipment (i.e. You ordered the wrong pin size), then you or your club will be responsible for all shipping and handling charges. This includes orders being refused at the time of delivery. These charges will not be credited to your account, but you will be given credit for the merchandise if we receive it in good condition.

NOTE: There are no returns on any custom items. This includes any items with a custom imprint or special order. These 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.

Authorization for returns must be obtained by contacting one of our customer service representatives. We have made these changes to make the process as easy for you as possible. It is always our goal to treat our customers with fairness and good service. For immediate response to any problems, please contact us at 1-800-877-8908.

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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 selectable from the left side menu at the top. 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 always take you back to the screen you were at just before that. Your shopping basket will time out after 20 minutes of inactivity, in which case you will have to add your items again. 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 - Some items have engraving included - others have engraving available for $.20/character. The shopping cart will calculate your engraving cost. 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. We maintain precise control of quality and can also get your order to you on time. When purchasing more than one of any item that has engraving instructions, please purchase the items 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, 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. Basically you are 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. Shipping defaults to "Best Way" and if you have no special requirement please allow us to pick the most appropriate way to ship your order. Our shipping department is not a profit center - we invoice shipping charges at actual cost plus a small handling fee. 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 the online store as soon as your order is submitted. A second email will be sent as your order enters our main computer system if there are items on backorder that you need to be aware of, and a final email is sent when your order has shipped. Any backordered items will be shown on the shipping confirmation email. 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 about our online store, please contact our help desk by clicking here.

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