Frequently Asked Questions

ACCOUNT INFORMATION

Can I view a list of my past orders online? 

Yes, first login to the site by clicking Log In in the upper right hand corner and entering your e-mail address and password. Once you have logged into the site you will be directed to your order history. You can go back to your order history by clicking on your name in the upper right hand corner. 

From this screen you can then click on order number link. Each order that you have placed will have its own link as well as total charge and date the order was created. Click the link of the order you wish to view. You will be presented with that order's receipt page. 

If you have a question about a previous order that cannot be answered by viewing your order history, please contact the Customer Service Team at 678-202-4781 between 8:30 and 5:30 PM EST, Monday through Friday, or e-mail us at cs@brasfieldgorriecompanystore.com.

FINDING PRODUCTS AND PLACING ORDERS

How do I find the items I'm looking for?

You can browse through the site or use the search option. The search option is located at the top of every page of our online catalog. When you find an item that interests you, click the name of the item to see its detail page.

How do I place an order?

Placing an order with us is fast and easy! 

Once you've found the items you would like to purchase, simply click on the Add to Cart button then the Checkout button within the basket page. Next follow the instructions on each page. You can continue to shop by clicking on the “X” to close out the window and make your next selection.

What if I want an item, but it is on backorder?

We strive to maintain adequate safety stock levels. However, occasionally we may run out of or run low on a particular item. Inventory quantities for each item are shown on the detailed item description pages. You may proceed with your order even if we don't have enough on hand to fulfill your order right away. We automatically ship backordered items as they become available.  Please note some items may be discontinued and the backorder option will not be available. If you place an order for an item on backorder and other items currently in stock, the entire order will ship out once the backordered item is back in stock. Please expect a delay in your shipment if you order any items on backorder.

How will I receive order confirmation?

After completing the purchasing process, you will see a confirmation page with your order number. Please print this page for your records. You will receive an email confirmation after your order is processed.

To check status of your order at any time, login to the site and then click on Order Number link within the My Account Page.

What if I have a problem while placing an order?

Although most online orders go very smoothly, occasionally you may experience some bumps in the road. If you are not sure about what to do next to complete your order, try beginning at your shopping basket by clicking on Basket from the top toolbar menu. In most cases, you'll get back on track and easily complete your order. If you continue to have trouble with your order, please contact the Customer Service Team at 678-202-4781 between 8:30 and 5:30 PM EST, Monday through Friday, or e-mail us at cs@brasfieldgorriecompanystore.com.

BILLING INFORMATION

What forms of payment do you accept?

We accept American Express, MasterCard, Discover, and Visa.

When is my credit card charged?

Your credit card is charged at the time you place an order. A charge for the item(s) purchased will show on your credit card statement, billed as InTandem Promotions.

SHIPPING INFORMATION

When and how does my order ship?

We offer a variety of shipping options. Your shipping charges will be shown on your order confirmation when you go through the check-out process. Orders placed on a business day (Monday-Friday) by 2:00 PM EST with all items in stock will ship same day with UPS selected as a ship method, unless the office is closed for a holiday. If you place an order for an item on backorder and other items currently in stock, the entire order will ship out once the backordered item is back in stock. Please expect a delay in your shipment if you order any items on backorder.

Depending on delivery location, please allow an average of 3 - 5 business days for UPS Ground delivery. Please note that UPS does not deliver to PO boxes.

Orders shipped via USPS (United States Postal Service) will ship out up to two business days after the order is placed. Please allow five to seven business days for USPS delivery. Exact delivery date is not guaranteed with this ship method. If you need your order to deliver by a specific date, then please select the appropriate UPS ship method.

Custom items are produced on demand, and production varies by item. Production time is 7-14 business days after order is placed plus transit time. Please contact your Customer Service Team at 678-202-4781 or contact via email at cs@brasfieldgorriecompanystore.com with any questions regarding the timeline for your custom order, or if your order needs to be expedited to meet an event date.

If you need the product for an event, please call the Customer Service Team at 678-202-4781 between 8:30 and 5:30 PM EST, Monday through Friday, or e-mail us at cs@brasfieldgorriecompanystore.com.

May I pick up my order to not pay shipping charges?

Yes, you may stop by the InTandem Promotions office anytime Monday through Friday, between 8:30 am - 5:30 pm EST to pick up your order.  Please contact the Customer Service Team at 678-202-4781 or via email at cs@brasfieldgorriecompanystore.com to notify the team you will pick up your items to ensure your items will be ready at the time of your arrival.

InTandem Promotions office address:
1935 Vaughn Road, Suite 102
Kennesaw, GA 30144

CANCELLED ORDERS, RETURNS AND EXCHANGES

Because we offer only the highest-quality goods, we are confident that you will be very satisfied with the items you purchase from the Brasfield & Gorrie Online Store. However, we do understand that sometimes you may want or need to return something that you have bought. Our aim is to make returns simple and hassle-free. Our policy is outlined below:

What is your cancellation policy?

You may contact the Customer Service Team to cancel your order in writing via email to cs@brasfieldgorriecompanystore.com. Please note any custom orders in production cannot be cancelled. Cancel requests for in-stock orders must be received prior to the order shipping out.

What is your return policy?

Custom Orders:

Your order is custom produced and shipped as ordered. Unfortunately, we are not able to return for a credit once it has been produced. All sales are final for these orders.

In-Stock Orders:

Please contact the Customer Service Team at cs@brasfieldgorriecompanystore.com to initiate a return. You'll receive a return authorization number. This number should be noted on the outside of the box and returned at the customer’s expense to InTandem Promotions. Items in prime condition and original packaging will be accepted and the return transaction will be processed. 

Damaged and Defective Items, Shortages and Shipping Errors

INSPECT ALL PACKAGES IMMEDIATELY UPON RECEIPT. 

All damages, shortages, or errors must be reported within five (5) business days of receipt of package. Please have your order confirmation ready when you contact the Customer Service Team. 

For items received by the customer that are incorrect or defective, please contact the Customer Service Team at cs@brasfieldgorriecompanystore.com within 5 days of receipt of your package. 

Provide a description of the damage and we will process a replacement item right away, if in stock, given the damage was not a result of shipping damage. If there is in-transit damage, we ask that you notify us immediately and we can begin the claim process with the freight carrier.

You'll receive a return authorization number. This number should be noted on the outside of the box. A return shipping label will be emailed to the customer at no cost. Merchandise needs to be returned within 30 days of receipt. Correct merchandise will be sent to the customer upon receipt of the returned merchandise at no additional charge to the customer.

Refused Shipments: 
Shipping and handling charges on refused shipments are the responsibility of the customer.