Help & FAQs
Customer Service
How do I place an order? How do I pay for my order? What are the payment terms? Whom can I call to help me with my order? Can I change my order? Are you going to automatically send me a proof? If my order does not satisfy my needs, what do I do? Whom do I contact with billing questions? Shipping How long does it take to get my order? How much will my shipping and processing cost? Personalization Can I write my own verse for my cards? What if I want to have my address imprinted on my envelopes? Can I have foil stamping on my cards and/or envelopes? Can I print my logo on these products? Can I include both my company logo and personalization on my card? Can I add signatures to my card? E-Cards What is the price of the E-Cards? How will my e-card be billed? Can I change the duration of the E-card? Can I change the images/text of the E-card? Can I cancel my E-card after purchase? Can I add email addresses to my E-card order after I've submitted my order? Questions regarding E-cards Other How do I request a catalog? How do I request a sample? How do I remove myself from the mailing list? Customer Service How do I place an order? Choose any of the following methods:
How do I pay for my order? Choose from one of the following methods:
What are the payment terms? Payment is due upon receipt of merchandise. Whom can I call to help me with my order? If you encounter difficulty placing your order with our online catalog, please call our telephone sales department at (800) 443-8847, Monday through Friday between the hours of 8 a.m. and 7 p.m. EST. Otherwise e-mail us and we will contact you in a timely manner. Can I change my order? We will do our best to make your changes before your order is processed. Because of our fast turnaround time, we can't guarantee that we'll be able to intercept or change any order once it has reached our plant. It's crucial that you make sure your order is correct and final before you place it. This will help avoid the process and cost of reprinting. Call (please do not fax) the Customer Service department at (800) 562-5470. Are you going to automatically send me a proof? No, if you require a proof, please call Telephone Sales at (800) 443-8847. If my order does not satisfy my needs, what do I do? If you are not completely satisfied with your order, just call us toll free at (800) 562-5470 or send an e-mail message to customer service. We’ll gladly give you a full refund, credit, or replacement order. Whom do I contact with billing questions? Please call (800) 562-5470 or send an e-mail message to customer service. back to top Shipping How long does it take to get my order? On most orders, allow 3 to 5 working days after we receive your order for personalization, plus ground UPS standard delivery time. For custom verses, logos, and/or foil personalization, please allow 5 to 7 working days after approval, plus delivery time. To ensure timely delivery, unless otherwise specified, orders placed in December will automatically be shipped priority rate and billed to your account. How much will my shipping and processing cost? The following shipping and processing charges apply to orders prepaid by credit card:
We are required by law to collect sales tax on orders where applicable. Shipping and processing charges are designed to compensate the seller for its shipping costs and help offset the costs for receiving and processing orders, maintaining inventory and related warehousing costs. A dimensional weight fee is assessed on UPS ground and air shipments whenever the weight of the box is not appropriate for the size and/or volume of the box. Alaska, Hawaii and Puerto Rico: All orders with street addresses will be shipped UPS. Add $20.00 to the Ground, Second-Day or Next Day charges listed. If you have a post office box, we will ship Priority Mail only. We cannot ship C.O.D. to Puerto Rico or other U.S. Territories. Customers are responsible for paying excise tax upon delivery. Please allow additional time when shipping to remote areas of Alaska or U.S. Territories. back to top Personalization Can I write my own verse for my cards? Yes, you can. Type your verse, up to five lines, in the space provided for the custom verse. Custom verses in ink are $30 per design. Custom verses in foil are available for a $50 die charge, regardless of the quantity, in addition to the foil stamping charges. What if I want to have my address imprinted on my envelopes? Envelopes may be personalized with your name and address (up to 4 lines) in ink or foil to match your card verse and personalization. The charge for imprinting the envelopes with ink is $12.50 set-up charge plus 8¢ an envelope. The charge for stamping envelopes with foil is $12.50 set-up charge plus 12¢ per envelope. Can I have foil stamping on my cards and/or envelopes? We can stamp your verse and company name in foil on the inside of any card and/or your return address on your envelopes. An extra charge applies for each, $12.50 set-up charge plus 12¢ per card and/or envelope. Alternate verses are available in foil at these same prices. Custom verses are also available with the addition of a $50 die charge plus the foil-stamping price. There also is a $50 die charge for any customer art or stock logo stamped in foil. Please allow additional production time for foil stamping requests. Foil stamping is not available on Calendar Greetings or on postcards. Can I print my logo on these products? Yes, your own company artwork (or trademark) can be printed for a one-time charge of $30. Exact reorders of your custom logo are $6 per item. Note: There is a $50 die charge for any stock logo or company artwork stamped in foil. For an exact reorder of your previous logo, please call 1-800-443-8847. Can I include both my company logo and personalization on my card? You certainly can. Please call 1.800.443.8847 and one of our reps will be glad to assist you. Can I add signatures to my card? Yes, please send us clean black and white artwork, 300 dpi or higher for reproduction to service@brookhollowcards.com and clearly indicate the position of the signatures and verse selection. Please include your order number, account number and/or company name in the subject line of your email. There is a $30 for ink or $50 for foil charge and require additional production time. You can also call us for more information at 1-800-443-8847. back to top E-Cards What is the price of the E-Cards?
How will my E-Card be billed? Your credit card will be billed upon delivery of your E-Card. Can I change the duration of the E-card? All E-Cards come as is, duration cannot be modified. (ie, 30 second E-Cards cannot be changed to 25 seconds) Can I change the images/text of the E-card? All E-Cards are as shown and cannot be modified. Can I cancel my E-card after purchase? A $50 cancellation fee will be assessed to any E-Card order that is cancelled. E-cards must be cancelled at least 3 days prior to scheduled launch date. Can I add email addresses to my E-card order after I've submitted my order? We realize that after you place your E-Card order, you may have additional email addresses that you need added to your delivery file. In most cases, this is possible. To add email addresses, please call 1-800-633-5012. Questions regarding E-cards For any other questions regarding E-Cards, please contact 1-800-633-5012. back to top Other How do I request a catalog? You can request a catalog online from our catalog request page on the website. Alternatively, e-mail us or call a sales representative at (800) 443-8847 and request a catalog. How do I request a sample? Each card has an "order sample" link next to it. Request a sample by clicking the link and adding the sample to your shopping cart. Samples are free of charge. You can also call a sales representative at (800) 443-8847 and request the sample(s) or e-mail us.  How do I remove myself from the mailing list? Please remove the back cover of the catalog or a copy of the fax that you received and fax it to us at (800) 822-0256. You can also e-mail listmaint@brookhollowcards.com. Include the information exactly as it appears on the address label. Please indicate which media you would like to be removed from ie... fax, email, catalog, etc.. Please enter your information here or call us at (800) 443-8847 to request the removal of your name. Due to the time needed to prepare a mailing list and send out the catalog it can take up to 6 months to stop receiving our catalogs. All lists are updated at the end of the month you requested to be removed. If you have any questions please contact our customer service at (800) 443-8847. The customer service representative will need the information described above to assure your removal from any of our lists back to top |
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