Frequently Asked Questions
Customer Service:
If you have any questions regarding your order, please contact Customer Service at freddysmerch-cs@halo.com. Please include your sales order number to expedite service.
Changing or Cancelling your Order:
To change or cancel an order, please contact Customer Service at freddysmerch-cs@halo.com immediately as there may be a chance that we have processed your order for shipment. We will take all reasonable steps to accommodate your request.
How your order is received:
When you submit an order, it is transmitted securely to our office in an encrypted format.
Acknowledgement:
When we receive your order, we will email you an order confirmation within 24 hours.
Payment Options:
Francishees may pay via credit card, or apply for open terms. Please visit (insert link here - TBD) to apply for open terms. Once approved, you will be able to choose invoicing as a payment option when logged in to your account.
Returns:
Please contact us at freddysmerch-cs@halo.com regarding returns or exchanges. New, unused items can be returned within 30 days from receipt. Personalized or non-inventory items, or Final Sale items are not eligible for return.
Please note: Additional freight charges will apply to any returns or exchanges, except on items deemed a manufacturer defect or warehouse error. Exchanges will incur both inbound and outbound freight charges at customer cost.
What if the item I need is out of stock?
Items that have been sold out and are currently unavailable will show a Notify Me button on the product. When the item is back in stock on the store, an email notification will be sent to users who have selected the Notify Me button for that item. Certain items will be available for backorder and will ship as soon as available.
Shipping:
When will my order ship?
In stock, inventoried items generally ship within 48 hours. Detailed information on available shipping methods, costs and time in transit are provided during the checkout process. Personalized or non-inventory items may take up to 15-20 business days or more to ship; please reference specific items for production time details.
Can I split ship orders to multiple locations?
No, orders cannot be split shipped to different locations. Separate orders will need to be placed to ship to each location needed.
How do I track my order?
If your order was placed under your account, please ensure you are logged in to your account to view this tracking information. Under your account you will find “View Orders.” Once the order has been shipped, tracking information will be available. A shipment notification will also be emailed with tracking information.
