Frequently Asked Questions

Table of Contents

Account Information
Contact
Ordering
Payment Methods
Paypal
Returns
Shipping
Still Need Help? 

 

Account Information

How do I log in to my Upland Gifts account?
How do I retrieve my forgotten password?
Do I have to create an account to order from Upland Gifts?
Is the Upland Gifts website secure? What types of security features are utilized to safeguard my information?

 

Contact Information

What is the best way to contact Upland Gifts?
What information should I provide when I call or email Upland Gifts?
Does Upland Gifts have a brick-and-mortar store or will call facility where I can physically pick-up my merchandise?

 

Ordering

Does Upland Gifts accept phone, fax, email or mail orders?
I may have accidently placed a duplicate order. What should I do now?
How can I check my Upland Gifts order status online?
Can I track an order after it has shipped?
Can I add, change or remove items from my order after it has been submitted?
How long does it generally take to process an order?
How do I request a refund or cancel an order?
What happens if an item is backordered?
What happens when an item is out-of-stock?
Does Upland Gifts charge sales tax?

 

Payment

What payment methods does Upland Gifts accept?
What credit or debit cards can I use at Upland Gifts?
Do you accept cash, checks, or money orders?
My order was cancelled. Can it be reinstated?
Can I change the shipping address for an order I have already placed?
Can I delete items from my purchase history?
How long does it take for a payment to post to my credit card?
Does Upland Gifts accept payment methods based outside of the United States?
Why was my credit card charged twice?
How will purchases appear on my credit card statement?
What is a Card Verification Code?
Why would my credit/debit card be declined when I know for certain that I have the funds available?

 

Paypal

How does PayPal work?
How do I create a PayPal account?
How secure is PayPal?
How do I contact PayPal customer service?

 

Returns

How do I return a product?
What is the return policy for Upland Gifts products?
Is it mandatory to have an RMA number in order to return a product to Upland Gifts?
What address should I send my return to?
Can I exchange my product for a different product?
Approximately how long will it be before a refund/credit actually appears on my credit/debit card?
Approximately how long does it take for Upland Gifts to process an RMA?
What should I include with my RMA?
What is the restocking fee?
When and why are restocking fees applied?
Does Upland Gifts pay the return shipping cost for defective merchandise?
Does Upland Gifts cross-ship replacement merchandise?
My return package has been received by Upland Gifts, what happens now?
How do refunds/credits work?
How is a refund/credit applied?

 

Shipping

What are your shipping rates and policies?
Does Upland Gifts offer free shipping?
Does Upland Gifts ship to P.O. Boxes?
When can I expect delivery of my Upland Gifts order?
Are all items shipped via the same method?
How do I get my tracking number?
How can I track my order?
Does Upland Gifts ship internationally?
Does Upland Gifts ship to APO or FPO addresses?
Why was my order sent in multiple packages?
What do I do if my products arrive damaged?

 

Account Information

How do I log in to my Upland Gifts account?
You can log in to Your Account by clicking on the "My Account" dropdown in the top right hand corner of the Upland Gifts website, and then clicking "Login / Register". Once on the login screen, simply enter the email address and password associated with your account.

How can I retrieve my password?
If you have forgotten your password, click on the Forgot Password? link. From this screen, enter the email address you used to sign up at Upland Gifts and we will email you with recovery details within seconds.

Do I have to create an account to order from Upland Gifts?
Yes. We will collect your name, e-mail address, billing address, shipping address, telephone number, and product information. We need this information to process your order and to communicate with you regarding your order. Creating an account is free, quick, and simple - plus an account enables extra options such as wishlists, order history, and enrolls you in our Rewards program. Create an account today and save 5%!

Is the Upland Gifts website secure? What types of security features are utilized to safeguard my information?
Yes. Security is the top priority at Upland Gifts and as such, credit card transactions are handled by established third party banking and payment processors. We do not store credit card information - we simply send the information needed to verify and authorize your payment information to third parties using industry-standard SSL encryption methods. Likewise, when you access your account, the information is kept on a secure server. All of the customer data we collect is protected against unauthorized access by physical security means.

 

Contact

What is the best way to contact Upland Gifts?
The best way to contact a Upland Gifts representative is through email or telephone. Our business hours (M-F 8 AM - 5 PM CST).

What information should I provide when I call or email Upland Gifts?
When contacting Upland Gifts for information regarding an order, please have your order number readily available. If this information is not readily available to you, please provide your email address or full name used when placing the order. If you are looking for information regarding a product, please provide the manufacturer name, model number, and any other identifying information.

Does Upland Gifts have a brick-and-mortar location or will-call facility where I can physically pick-up my merchandise?
No. Unfortunately, we do not have a brick-and-mortar store or will-call facility. All orders are placed online and shipped from our various warehouses throughout the country.

 

Ordering

Does Upland Gifts accept phone, fax, email or mail orders?
Upland Gifts accepts orders via the website, email, or by telephone. All phone orders are processed as online orders.

I may have accidently placed a duplicate order. What should I do now?
Call Upland Gifts customer service at 888-319-7140. We will void the order as long as it has not yet been shipped. If duplicate orders have been shipped, please contact customer service and we will advise accordingly.

How can I check my Upland Gifts order status online?
Go to Your Account at Upland Gifts using the email address and password associated with your Upland Gifts order. Please check your Upland Gifts order confirmation email to confirm the email address associated with your account.

If it has been 5-7 business days past your expected delivery date, please consider the following:

  • Have you checked the status of your order? On the Order History page in your account, you can view the status of your order. Make sure that the Status column lists your order as Shipped.
  • Was your credit card declined? If there was a problem with your payment, you should have received an email from customer service.
  • Was your order cancelled? Periodically, we cancel orders for various reasons. If your order has been cancelled, you will receive email notification.
  • Did you select the correct shipping address for this order? You can see which shipping address you selected for your order by visiting the Order History page in your account, and clicking "Details" next to the order containing the missing item. The address to which your item was shipped is listed.
  • Have you tracked the shipping status of your order? Not all shipments are applicaple for package tracking, but if the status of your order is listed as Shipped, check the delivery status. If you've considered all of the above and you still can't find a reason your order is missing, contact us.

Can I track an order after it has shipped?
When package tracking information is available, you will find it in two places:

  1. Your shipping confirmation email.
  2. Your order history (if you have an account).

Can I add, change, or remove items from my order after it has been submitted?
No. Once an order is submitted, it can only be amended or edited by contacting Upland Gifts customer support. Click here to contact us. Once our warehouses have shipped an order, products cannot be added or cancelled.

How long does it generally take to process an order?
It typically takes us between 1-2 business days to process an order. That is, orders generally ship within 1-2 business days. Once the order has shipped, your estimated time of arrival will be determined by your selected shipping method. You will receive a shipping confirmation email along with a tracking number (if applicable). Estimated shipping dates are based on several factors, including how quickly we can obtain and assemble items for shipment.

How do I request a refund or cancel an order?
If you need to cancel an order or request a refund, you should contact Upland Gifts directly.

What happens if an item is backordered?
Upland Gifts tries to accurately estimate ship dates on a product-by-product basis, however, products will be occasionally backordered by the manufacturer. If this is the case we will have to cancel the order and issue a full refund.

What happens when an item is out-of-stock?
While we do our best to accurately maintain real-time inventory, not all products listed on our site are immediately available for shipping. In such cases, we estimate when items will ship from our facilities. These estimates are based on several factors, including how quickly we can obtain and assemble items for shipment, supplier availability, and carrier delivery schedules. If a product is out of stock, lead times may vary. A Upland Gifts representative should be able to help best estimate the delivery time of a product based on warehouse and manufacturer information.

Does Upland Gifts charge sales tax?
Upland Gifts charges sales tax only on orders being shipped to or billed to Missouri or Michigan addresses.

 

Payment

What payment methods does Upland Gifts accept?
Upland Gifts accepts Visa, Mastercard, Discover, American Express, and Paypal. Items violating Paypal's terms of use policy may not be purchased through Paypal on Upland Gifts.

What credit or debit cards can I use at Upland Gifts?
You can use any of the following credit or debit cards to make purchases at Upland Gifts: Visa, MasterCard, American Express, and Discover.

Do you accept cash, checks, or money orders?
At this time, we do not accept any of the above.

My order was cancelled. Can it be reinstated?
Unfortunately, if we cancel your order, it can't be reinstated. You can always simply re-order the items - we will be happy to assist you. If you have specific questions about your cancelled order, you can contact us.

Can I change the shipping address for an order I've already placed?
If you need to change the shipping address after you place an order, you'll need to contact Upland Gifts directly at 888-319-7140.

Can I delete items from my purchase history?
No. At this time, it isn't possible to edit or delete items from your purchase history.

How long does it take for a payment to post to my credit card?
It varies, depending on your payment method. Charges generally post to your credit card within a few business days.

Does Upland Gifts accept payment methods based outside of the United States?
Upland Gifts is not currently able to accept orders or payment outside of the United States.

Why was my credit card charged twice?
While it may appear that you've been charged twice for an order, the pending item you noticed on your bank statement is actually an authorization. Authorizations are the initial communication between our billing system and the bank's billing system. While you may see multiple pending listings in your account, only one charge will be deducted after the authorization is completed. When this final deduction occurs, the charge will be posted to your account as successful. We will not bill an account until we receive an approved authorization from the bank. Authorizations are processed each time you update your credit card, and each time you make a purchase. When you check your bank account, payment authorizations will often be listed as pending. These authorizations can remain in your account anywhere from 24 hours up to 14 business days, depending on the bank. You may contact your bank to confirm the charge for your purchase or to check on the authorization status.

How will purchases appear on my credit card statement?
If you pay via Paypal the charge will appear as UplandGifts. The standard format for charges on your statement is: Upland Gifts, but please check your receipt for exact details.

What is a Card Verification Code?
A Card Verification Code, or CVC, is a number that provides extra security to credit and debit card holders, in case an unauthorized person gets a hold of your account number. CVCs are one way to make sure someone has the actual card in his or her possession. The CVC on American Express cards is four digits, and is located on the front of the card, on the right side. Discover, MasterCard, and Visa use three-digit CVCs, which are listed on the back of the card. The CVC is the last three digits of the number that appears on your signature bar.

Why would my credit/debit card be declined when I know for certain that I have the funds available?
A credit card can decline due to an incorrectly entered credit card number, address mismatch, incorrect expiration date, a daily limit, or insufficient credit, among a number of other reasons. Please contact your credit card company for more information. Please note that authorizations may take 24-48 hours to drop off of your pending transactions.

 

Paypal

How does PayPal work?
PayPal is used to securely send payments over the internet. You can choose to pay from your PayPal account balance, a credit card, debit card, or bank account. To make a PayPal purchase, select PayPal during checkout on the www.Upland Gifts website and choose your method of payment. Your funds are transferred immediately and securely.

How do I create a PayPal account?
To get started, simply fill out the PayPal registration with your desired account type, country of residence, home address, and login information.

How secure is PayPal?
PayPal is highly secure and committed to protecting the privacy of its users. Its industry-leading fraud prevention team is constantly developing state-of-the-art technology to keep your money and information safe. When you use PayPal to send money, recipients never see your bank account or credit card numbers.

How do I contact PayPal customer service?
For the fastest response, you may access the user-friendly Help Center. Developed by the PayPal Customer Service team, this Help Center contains a comprehensive information database. Simply type a question into the search box to receive a complete answer. 

If you do not find the information you need in the Help Center, PayPal Customer Service representatives are available to assist you. Send an email for a prompt response or contact PayPal directly by phone:

Customer Service: 1-402-935-2050 (a U.S. telephone number)
4:00 AM PDT to 10:00 PM PDT Monday through Friday
6:00 AM PDT to 8:00 PM PDT on Saturday and Sunday

 

Returns

How do I return a product?
Before returning a product, please make sure that your return adheres to our Returns Policy. To return a product you must request an RMA (Return Merchandise Authorization) by emailing us at Return Authorizations or calling us toll free at 1.888.319.7140.

What is the return policy for Upland Gifts products?
You have 30 days to return an item that is unused and in resellable condition. Please see the Upland Gifts Returns Policy for more details.

Is it mandatory to have an RMA number in order to return a product to Upland Gifts?
Yes. You must obtain an RMA (Return Merchandise Authorization) number by contacting us either through email: Return Authorizations or calling us toll free at 1.888.319.7140. Upland Gifts will not accept returns without prior authorization and an RMA number.

What address should I send my return to?
Email us at Return Authorizations or call us toll free at 1.888.319.7140 to find out which of our warehouses you should return your items to.

Can I exchange my product for a different product?
No. Upland Gifts will only replace an item or part if necessary. If you would like to receive a different item, a new order would need to be placed.

Approximately how long will it be before a refund/credit actually appears on my credit/debit card?
Once the returned items have been received, inspected, and approved it takes us approximately 2 business days to credit your account, and depending on your bank, between 2-3 business days to appear on your statement.

Approximately how long does it take for Upland Gifts to process an RMA?
Please also allow 3-5 business days to process your return after it has arrived at our warehouse.

What should I include with my RMA?
When preparing your return, be sure you return satisfies the requirements of the Returns Policy. Ship the product in a sealed package with plenty of padding. Place a printout of your order confirmation on the inside of the package. Finally, write the approved RMA number on the outside of the package using an indelible marker.

What is the restocking fee?
Upland Gifts applies a 10% restocking fee to orders unless the products are defective.

When and why are restocking fees applied?
Upland Gifts charges a 10% restocking fee on all returned items, unless they are defective. This fee covers any necessary re-boxing and/or re-packaging of the product that will need to be done, and all fees associated with returning the item to stock in one of our warehouses.

Does Upland Gifts pay the return shipping cost for defective merchandise?
Yes. Upland Gifts will pay the shipping costs to have defective items shipped back to us, if the items are determined to be defective according to the manufacturer's specifications.

Does Upland Gifts cross-ship replacement merchandise?
No. Cross-shipping is not available. If you are in need of a new item, please place a new order at your convenience. Upland Gifts will refund your original order when the items are returned to us.

My return package has been received by Upland Gifts, what happens next?
Once a representative in our returns department receives, inspects, and approves the return, a refund will be issued to your credit/debit card via your original payment method.

How do refunds/credits work?
If you request a refund, your original method of payment will be credited between 2-3 business days after your return has been processed and approved.

How is a refund/credit applied?
A refund/credit is applied to the original method of payment.

 

Shipping

What are Upland Gifts's shipping rates and policies?
Please reference our shipping rates and policies here.

Does Upland Gifts offer flat-rate shipping?
Yes, Upland Gifts offers $4.99 flat-rate shipping on every order shipped Standard Ground to the contiguous 48 states.

Does Upland Gifts ship to P.O. Boxes?
Yes, we do ship to P.O. Boxes. However, only orders less than 2 pounds and under $100 can be delivered via PO Box.

When can I expect delivery of my Upland Gifts order?
Please reference our estimated shipping times at the following link: Shipping Estimates

Are all items shipped via the same method?
In most cases, you will be able to select Standard Shipping. Freight items are shipped through various freight companies depending on where the order is being shipped.

How do I get my tracking number?
When package tracking information is available, you will find it in two places:

  1. Your shipping confirmation email.
  2. Your order history.

How can I track my order?
You can track your order online via the shipping carrier associated with your order.

  1. UPS
  2. FedEx
  3. USPS

Does Upland Gifts ship internationally?
At this time, we do not accept international orders.

Does Upland Gifts ship to APO or FPO addresses?
Yes, Upland Gifts does ship to APO or FPO addresses.

Why was my order sent in multiple packages?
Upland Gifts may decide to package your items separately due to weight or size concerns. The most common reason why multiple boxes are used for a single order is that Upland Gifts has multiple warehouse locations. If items are stocked in different warehouses they cannot be boxed together.

What do I do if my products arrive damaged?
Please contact us to request a RMA (Return Merchandise Authorization). Please specify how the products are damaged so that a Upland Gifts representative can start a damage claim with the shipping company and ship a new product to you. You can also contact customer service at 888-319-7140.

Still Need Help? 
If you have any questions that we have not answered in this FAQ, please do not hesitate to Contact Us and we would be happy to assist you.