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FAQs (Frequently Asked Questions)

What is the Member's Rewards Program?

The Member's Rewards Program is a unique way that Colman and Company can show their appreciation for your purchase. We give you money back into your C&C account in the form of "points", which you can use to pay for future orders. You earn Reward Points for purchasing products and paying with your credit card. The Reward Points do not expire and you can use them on every order or let them grow to reach your own personal goal. It starts automatically when you create an account and, better yet, we do all the work.

Why am I having trouble registering my account?

You may already have an account with us. Try to enter your email address in the Log-in field on that same page. Our site will not allow someone to setup an account if there is a current account with the same email address.

How is the shipping cost calculated?

Shipping costs are calculated by weight, size of items and number of packages. Method of shipment will also determine final cost of shipping. Lastly, your shipping address will have a large influence on the cost as well as the shipping options offered by UPS

What is your return policy?

At Colman & Company, Inc., we understand that sometimes products need to be returned. We strive to keep costs low and ask that customers be extra certain of what they wish to order. All of our products are assembled and may vary slightly from the photographs on the website. In the case of wishing to substitute one product for another, after the returned product is deemed unused and re-sellable, we will work out the product exchange and add/subtract any needed monies from the original sale. Shipping charges for exchanges are paid by the customer. A restocking fee of 20% may apply if re-sellable products are returned solely with no requested exchange. All returns requested to be credited back to your credit card, are subject to our 20% restocking fee. Returns that are credited back to your C&C online account as REWARD POINTS, are not subject to the restocking fee. No substituting or returning of products will be allowed after 10 days have passed from the time of purchase. NO software, if opened, will be accepted as a return - no exceptions. SHIPPING charges cannot be refunded.

What do you do for defective products?

If a product is deemed defective or faulty, we will replace that product and ship out on our dime. Our responsibility is limited to the replacement of said product and shipping only. We cannot compensate customers for any lost business or residual effects from the use of a faulty or defective product. Shipping methods will also be limited to what can be considered a fair deal for both the customer and Colman & Co.

Do you offer a printed catalog/brochure?

No, we do not. Due to quick additions of products and possible price changes, our website will always serve as our 'best' catalog since it can be updated more often. You may also feel free to contact our customer service representatives at 1.800.891.1094.

What are my payment options?

Colman & Company accepts the following credit cards: Visa, MasterCard, American Express & Discover. We also allow PayPal transactions using your current PayPal account. Additionally on PayPal, you can also use the four major credit cards to pay for your purchases. This is the preferred payment method for all International orders (see below).

How should International orders be paid?

Our credit card payment gateway utilizes the Address Verification System(AVS). This AVS system works for orders based from the United States, Canada, and the United Kingdom. All other International orders that use a credit card should use PayPal to pay for the order. The order can be paid for using your current PayPal account. If you do not have a PayPal account, you can set one up, but this may take 24-48 hours for processing. Additionally on PayPal, you can use the four major credit cards to pay for your purchases. This is the preferred payment method for International orders. Please understand, not all transactions will work out, so place a phone call to us if the order does not process. We will do our best to help you. Toll-free 1-800-891-1094 EST

Why is my credit card being refused due to an Address Verification System (AVS) error?

Please be certain that the address associated with the credit card you are using is properly displayed in the "Bill-To" information column. This information can be checked on the second page of the Shopping Basket. Oftentimes, if your card is declined due to an AVS issue, the card will have a 'Hold' placed upon the card in the amount of the intended purchase. This is NOT a sale, but a Hold that will expire automatically after 3-5 days. Your bank policy dictates the length of Hold time. Each time you attempt to use your card, without the correct Bill-To address, another Hold will result. After too many Holds your card could be over-extended, rendering the card useless. This service is for your financial protection as well as ours.

Who will have access to my account information?

When you create an account at Colman & Company, you will provide a password which will restrict access to your account. You are responsible for maintaining the confidentiality of your account ID and for restricting access on your computer. You also agree to accept responsibility for all activity that may occur under your account ID and password.

Can I combine coupons and specials?

Generally speaking, No. Some specials can be combined with coupon codes when applicable, but coupon codes can never be combined.

Why am I paying tax for an online purchase?

Colman & Company is required to charge sales tax on all Florida transactions. If your Florida based company is tax exempt, you must fax your SIGNED current years "Annual Resale Certificate for Sales Tax" to us for our records. This is form DR-13. Your order cannot be processed as tax-exempt until we receive the copy and activate tax-exempt status. To this end, its very likely that your first order will need to have sales tax paid, then future orders will not. We CANNOT refund sales tax but you can recoup it from the State when you file your monthly or quarterly reports.

We also must receive the updated copy each subsequent year. Please fax to (813)489-5079.

How will my order be shipped?

Colman & Company has chosen UPS as our shipping provider. The customer can choose their preferred speed of shipment: Ground, 3 Day Select, 2nd Day Air, Next Day Air Saver, Next Day Air, or Next Day Air Early A.M. (shipping choices depend entirely upon your Zip Code) Supply orders cannot be shipped to a PO Box. All aerosol sprays MUST be shipped Ground.

The day you place your order is NOT the day that counts as the first day of travel. Even though UPS receives your package, the first day of travel is the next business day. UPS does not guarantee a specific time frame for Ground shipments, so there is no return of shipping charges for late Ground packages. Orders placed before 4:00pm EST will be processed that same day. Orders placed after 4:00pm EST, will be processed the following business day. We are located in TAMPA, FLORIDA.

Why will you ship my order to my BILLING address, but not my SHIPPING address?

Colman & Company reserves the right to choose which address to ship to. Our entire premise is to protect the products and services we provide. Please understand there are some folks who spend their day trying to scam other people and businesses. They place fraudulent orders with credit cards that do not belong to them. This type of activity is criminal and we will do all in our power to prevent such activity. If an order is placed and we choose to ship ONLY to the BILLING address, we will reach out to the customer first for shipping approval. If the order is legitimate, we feel the change to the shipping address should not be an issue. However, the customer reserves the right to cancel the order if they do not feel such action is warranted. The charge will be refunded at 100%. We hope everyone understands this is to protect both ourselves and the buyer.

Can you ship to my APO address?

Colman & Company is thankful to serve the special women and men who serve our great country. We are located less than a half-mile from MacDill Air Force Base and interact with soldiers on a daily basis. Shipping your packages will need to go through the United States Postal Service(USPS), not the United Parcel Service(UPS). Until such time that our website can feature USPS as a shipping solution, please choose the 'Customer Pickup / No Shipping' option. Once we pull the products and weigh the package, we will bring your order to USPS. Your shipping charge will be taken care of, proudly, by Colman & Company. Be safe.

What about SATURDAY delivery?

On a Friday, if you choose any one of the Next Day Air options available to your address, the package will be scheduled for the next business day delivery. This could be Monday or Tuesday, if Monday is a recognized holiday. The only way to get Saturday delivery is to call us to set that up. This will involve the cost of Next Day Air Early AM delivery, plus an additional $15-25 for the added Saturday fee. We will also have to double-check with our shipping software to make sure your address will allow for Saturday delivery.

When poor weather affects my delivery?

Colman & Company cannot predict the weather any better than anyone else. That includes UPS. UPS will do the best they can to deliver your package, but SAFETY is their highest priority. When poor weather prevents a safe delivery, there is nothing anyone can do until the weather clears. UPS will not refund any shipping charges, so Colman & Co. cannot refund any shipping charges either. It is one of the unfortunate realities of the delivery process.

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