• FREE SHIPPING and easy returns
  • Trusted by coaches and families since 2004
  • Most Items ship in 1 business day
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Help

Shipping

When do you ship out the product?

How fast can I get the package?

What shipping methods are available? Free Shipping?

How do I track my shipment?

Where do you ship to?

What is your holiday schedule?

 

Ordering

How do I order?

How do I order over the phone or with check?

Are all your products in stock and available to ship immediately?

What happens after I place my order?

How do I access My Account and view Orders History?

How do I cancel an order?

Do you take Group Sales?

 

Payment

What payments do you accept?

How To pay by credit card?

How to pay by business check?

Purchase order?

Why did my credit card transaction get declined?

 

Coupons/Gift Certificates

What is the difference between store coupons and gift certificates?

How do I redeem your store coupon?

How do I order or redeem your gift certificate?

 

Return Policy

What is your return policy?

 

Site Security

Do you store my credit card number?

Is it safe to order online from your site?

What is HackerSafe Certification?

Is my information safe with you?

 

Technical Assistance

I am having trouble ordering. What's wrong?

Why isn't my browser working?

 

Contact

How to contact you if I have additional questions?



 

Shipping

 
Q: When do you ship out the product?
A: If it does not show Out of Stock status, all products usually ship the same day or the next business day. Unlike other vendors who take several weeks to ship, we always keep adequate stock and are known for the industry's FASTEST SHIPPING - ships within 24 hours.

Q: How fast can I get the package?
A: We use Fedex Ground for almost all of our shipping. The below map shows the number of business days in transit (not including the day the package leaves our warehouse) from our warehouse in Houston 77054. Over 90% of our customers get their product delivered in 3 days or less.

Fedex Ground Transit Time Map:
Fedex Ground Transit Time

Occasionally, we also use UPS. UPS Ground Transit Time Map:
UPS Ground Transit Time
To get the detailed transit time, you may go to ups.com or fedex.com to check out.

Q: What shipping methods are available? Free Shipping?
A: You may choose the shipping method during the checkout process. Our primary shipping carriers are Fedex or UPS. For Free Shipping, we mostly use Fedex or UPS Ground, or trucking company for volume purchase. Though we provide free shipping, for large item product, we do charge a nominal fee of $5 for handling.

Q: How do I track my shipment?
A: You will get an email notification with the Fedex or UPS tracking number once it's shipped. It may take up to 48 hours or longer before the package is checked into the carrier's tracking system. That means even though your package has already shipped from our warehouse and is on its way to you, the carrier may not be able to provide any information about your package for up to 48 hours or more.

Occasionally, orders are delivered via a carrier that does not offer the ability to track a package. In these rare instances, Your Order History on our web site will still offer order status such as "Complete" and other details.

Q: Where do you ship to?
A: We only ship to the 48 domestic United States. We do not ship to Hawaii, Purto Rico, Virgin Islands or Canada.

Q: What is your holiday schedule?
A:

We do not ship out the packages on the following holidays (2013):

May 27 - Memorial Day
July 4 - Independence Day 
September 2 - Labor Day
November 28 - Thanksgiving
December 25 - Christmas
December 26, - January 1 Company Holiday


We do not ship on weekends. For urgent orders, always email us first to confirm on the shipping dates.

 



Ordering
Q: How do I order?
A: You may place the order online or by phone.

Online order gives you the complete control and information. It saves you time in just a few simple ordering steps. It is secure - the checkout process is on the secure site. And you will see your order status immediately after you submit your order. The account you created during ordering provides you with Order History, Wish List, and Profile Management.

For customers that do not feel secure order online, we can also assist you with ordering over the phone. We encourage our customers utilize the online automated ordering process, as this helps us pass on the cost savings.

If you are buying in large quantity, please call us so that we can answer any questions that you may have.

Q: How do I order over the phone or with check?
A: We prefer all purchase be paid with credit card and that will ensure the immediate shipment. Check payment could cause a delay by up to two weeks. We cannot ship out products without receiving the payment.

To start, you would shop online as usual: Browse the products, select the product(s) you want and add to cart. Then continue your checkout process. After registration, you can select Phone Order or Check as payment method. Then finish all the steps until you submit your order and see an Invoice shown on the page.

Once you see the Invoice after you submit order, that means your order has been placed in our system. You will see "Queued" on the Order Status field on the header portion of the Invoice, this means your order is pending payment. You must call us immediately at toll free 1-866-672-7464 for us to manually process your credit card to complete the order, or let us know that you are sending out the check.

If you are paying with check, please include a copy of your invoice along with the check, and mail them to the following address:

ORBRING
8817 Knight Rd
Houston, TX 77054

Q: Are all your products in stock and available to ship immediately?
A: We have about 98% of all the products online in inventory. If you see number of items available, then they are ready to ship the same day or the next day. Out of stock items will be marked as "Out of Stock". If you want to check the stock status and availability time, please call us.

Q: What happens after I place my order?
A: Our ordering system immediately emails you a copy of your latest order invoice once you've placed an order through our online order form. You will also receive another email from us once the order is completed. Please ensure that you are using your correct email account to view your email notification (i.e. the same email address you specified when filling out our online order form).

Q: How do I access My Account and view Orders History?
A: Login first, then you will see all your account information, such as View Cart, Wish List, Modify Profile, and Orders History, etc.

Q: How do I cancel an order?
A: Call us to cancel the order. Email is not accepted due to the time nature of the processing. You may only cancel an order prior to it being shipped out. We will not be able to process a cancellation once your order has been prepared and shipped out.

Q: Do you take Group Sales?
A: Contact us if you are interested in purchasing a large quantity of products for your business or organization. We ship from our factory directly and provide you significant volume discounts.
 



Payment
Q: What payments do you accept?
A: Our website accepts most forms of US based payments. We accept credit cards including Visa, Mastercard, American Express, Diner's Club, and Discover. We also accept money orders. You can also pay through Google Checkout for most of our products.

Q: How To pay by credit card?
A: Our online real-time payment gateway is provided by Authorize.net, who is one of the leading online payment processing companies in the world. The transactions take place in a secure environment (SSL), and we are not informed of any of the card details. We only receive an ok/not ok message from Authorize, indicating the final result of your transaction. These are highly secure, and governed by a 24/7 fraud and support team.

Q: How to pay by business check? Purchase order?
A: First place the order online by selecting Phone Order method to generate an invoice. Then call us at 866.672.7464 and inform us that you are mailing out business check along with invoice copy. Please make your check with the correct amount (see your email invoice) payable to:

ORBRING
8817 Knight Rd
Houston, TX 77054

For government or school purchase order, please fax us your purchase order at 866.733.9898.

*Important: We need to receive your payment within 1 week of placing your order before we proceed to cancel your order. This is to allow your reserved stock to be made available for other customers' purchase.

Q: Why did my credit card transaction get declined?
A: The credit card transaction decline has several reasons. Usually, you can tell why it got declined by reading the error message. If it is zip code mismatch or cvv code mismatch, you may simply go back and retry it.

If it shows some error message that you do not understand, you should call your credit card (check card) customer support and ask them why they declined this transaction. The common reasons include over credit limit, insufficient fund or risk control. Then you can come back to our site or call us for assistance.

   
 



Coupons/Gift Certificates
Q: What is the difference between store coupons and gift certificates?
A: Store coupons are used during promotion periods where customers may be entitled to discounts, free gifts or free shipping by entering their coupon codes during the checkout process.

Gift certificates are similar to store coupons, but are normally used for gift-giving. The sender purchases a gift cert from our store and our system automatically sends a gift cert code to the recipient via email. The recipient can then visit our website and redeem items of their choice from our website equal to the value of the gift cert. If they would like to redeem an item of greater value than their gift cert, the recipient will be responsible for any extra charges incurred.

Q: How do I redeem your store coupon?
A: Once you've added your favorite items in your cart, all you have to do to redeem the coupon is enter the coupon code in the Coupon Code box at the bottom of "Your Cart" page below the Checkout button, then click on Submit button. The TOTAL of this page will then reflect the discount applied.

You can only use one coupon per order.

Q: How do I order or redeem your gift certificate?
A: When you order a gift certificate, our checkout system generates a unique gift certificate code. This code is emailed to the recipient with the purchaser's personal message and a subject line that identifies it as a gift certificate. Here's an example:

"Dear Alysia - This site has great gym mats. I am not sure what color you like - you decide. Happy Birthday! Love, Mike."

Once you've added your favorite items to your cart, all you have to do to redeem the gift certificate is enter the code on the order form page. The discount will automatically be calculated and displayed on the second page of the order form.
 



Return Policy
Q: What is your return policy?
A: Pertaining to All Items Purchased. All exchanges and returns require a Return Merchandise Authorization (RMA) number. Exchanges and returns cannot be accepted or processed without one. An RMA must be requested within 10 days of the original delivery date. The returned package must be received within 10 days of the RMA issue date.

Please note:
1. All items must be returned in "as new" condition in the original packaging and have all the original contents that was shipped with. A copy of your order confirmation email must be included.

2. The Return Authorization number must be on the shipping label, not the packaging. PLEASE DO NOT WRITE ON THE PACKAGING.

3. There will be a nominal fee if the products original packaging is damaged.

4. Returns must be shipped freight prepaid. Products received freight collect, without an RA number, not approved for return, or in any way not meeting the above criteria, will be refused.

5. Shipping, handling and insurance charges are non-refundable. If the FREE SHIPPING was provided, the FREE SHIPPING cost will be deducted from the refund amount.

6. All refunds for credit will be issued only to the credit card account that appears on the original invoice. Allow 1 week for credit.

We reserve the right to deem merchandise as unacceptable for return if found to be in used condition, damaged, or mishandled. All merchandise is subject to a $25, or 15% re-stocking fee. That will depend on the product and the product's condition at the time of return. This will be assessed and determined by our return merchandise team.
 



Site Security
Q: Do you store my credit card number?
A: No, we do not store your credit card number. Your credit card number is only captured during the check out when our system communicates with our payment processing gateway. It is not stored in our system for your protection. We know you shop online with many vendors, you don't want to leave your credit card number everywhere you shop, right?

Q: Is it safe to order online from your site?
A: Yes. We use the industry standard encryption protocol known as Secure Socket Layer (SSL), the high-grade AES-256 256 bit encryption, the highest encryption standard available, to keep your order information secure. When you are on checkout page using credit card payment method, the first characters of the site address will change from "http" to "https". You will also see the locks on the lower-right of your brower window which tells you the checkout page is secured by SSL security protocol which provides data encryption, server authentication, message integrity, and optional client authentication for a TCP/IP connection.

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Our site is daily scanned and is compliant with (1) Scanalert's HACKER SAFE certification; (2) Payment Card Industry (PCI) Data Security Standard, MasterCard International's Site Data Protection (SDP) program, Visa USA's Cardholder Information Security Program (CISP), the American Express Data Security Standards, and Discover Card's DISC program; and (3) SANS/FBI Top 20.
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Orbring.com holds a website identity assurance warranty of $10,000. This means that you are insured for up to $10,000 when relying on the information provided by IdAuthority on our site.


Q: What is HackerSafe Certification?
A: Trust is something that is earned. We invest in trust and security. HACKER SAFE sites must earn it every day by passing the FBI/SANS Internet Security Test.

Our web site is tested and certified daily to pass the FBI/SANS Internet Security Test. ScanAlert uses a tool to scan our server for over 10,000 different security tests. These tests are based on security information collected every 15 minutes from hundreds of private and government sources worldwide. ScanAlert's security auditing technology allows the HACKER SAFE mark to appear only when a web site's current security status meets the highest published government standards. ScanAlert controls the certification image; not us. You will not see the certification mark if the site does not pass Scanalert's daily security audits.

 

Q: Is my information safe with you?
A: The security of your personal information is very important to us. We never sell or rent your personal information to any third parties under any circumstances. We value your trust very highly, and will work to protect the security and privacy of any personal information you provide to us and will only use it as we have described in our Privacy Policy.
 



Technical Assistance
Q: I am having trouble ordering. What's wrong?
A: Our website requires that your browser can accept cookies. In the Tools section of your browser, please make sure that you have activated this option. If your browser does not accept cookies, your cart will always show as empty.

Q: Why isn't my browser working?
A: Our server uses secure encryption. This requires an SSL compliant browser like Netscape Navigator 3.02 or later, or Microsoft Internet Explorer 3.02 or later.
 



Contact
Q: How to contact you if I have additional questions?
A: Didn't find the answer to your question? Feel free to call us at toll free: 866-672-7464
or send us an email by clicking here.

8817 Knight Rd
Houston, TX 77054
Toll Free: 866-672-7464 (866.ORBRING)
Toll Free Fax: 866-733-9898
 



Questions? 866.672.7464

Contact Us

866.672.7464 (866.ORBRING)
866.733.9898 Fax

8817 Knight Rd
Houston, TX 77054

Hours

Mon through Fri
9am to 4pm
Central Standard Time.

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