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Frequently Asked Questions

General

Q: How do I order products on SHOP.COM?

A: It's easy. Simply search for the product you're looking for using the large search box at the top of the page. Then click on the See Details link from any search results page and add your product to your shopping cart or purchase directly from the store where appropriate.

Q: How do I search for a product?

A: Enter a word or a phrase into the search box at the top of the screen and click "Find." Use the drop-down next to the search box to search within a specific department. The site will return all matching products. You can also search within departments by using the department links at the left of the page.

Q: Do I have to pay for my order in full?

A: Yes. The total amount of all item(s) ordered will be charged in full to your credit card. Online orders cannot be paid for on an installment basis.

Q: I cannot find the product I want on the Web Portal. Can you help?

A: If you're having trouble finding the product you're looking for using our search box, try searching by using the category tabs at the left of every page. If you need additional assistance, please contact Customer Service at customerservice@SHOP.COM.

Q: How can I change the password on my account?

A: On SHOP.COM:
Click on the My Account link at the top of the page, then click on Change my SHOP.COM password under the account setup & updates.

On Partner Store sites:
Please consult the individual Partner Store site for further information on how to change your password.

Q: How do I enable cookies on my browser?
A:

Mozilla Firefox (1.0 final release and earlier)

  1. Go to the "Tools" menu
  2. Check the box corresponding to "Allow sites to set cookies"
  3. Click "OK" to save changes

Netscape 7.1/Mozilla 5.0

  1. Select "Preferences" from the Edit Menu
  2. Click on the a row next to "Privacy & Security" in the scrolling window to expand.
  3. Under "Privacy & Security", select "Cookies"
  4. Select "Enable all cookies"
  5. Click "OK"

Microsoft Internet Explorer 6.0+

  1. Select "Internet Options" from the Tools menu
  2. Click on the "Privacy" tab
  3. Click the "Default" button (or manually slide the bar down to "Medium") under "Settings"
  4. Click "OK"
Q: I am experiencing problems printing information on product details. Please help.

A: To eliminate this problem, click on the top menu of your internet browser, then "Page Set Up" to edit the page margins. This will enable the product page information to fit in your page. If you continue to experience this problem, please contact Customer Service at customerservice@shop.com.

Q: What price will I be charged for products that are not in my local currency?

A: Foreign currency exchange data is provided by XE.com. These rates are updated daily and are used to display product prices in the currency/currencies appropriate to each site. Such displays, where they occur, are provided as a convenience for our shoppers. Actual charges are in the merchant's currency.

Ordering

Q: Is the ordering process secure?

A: Yes! Our website uses the latest 128-bit encryption technology to protect your personal information. Our ordering process is totally secure from the beginning to end. Every credit card purchase is backed by our secure server technology. Our software meets industry standards and is among the best available for secured transactions. All customer information on this server is encrypted for your protection. While most pages on the site are not encrypted, you will automatically enter the secure server whenever your personal information is requested. It encrypts all of your personal information so that it cannot be read during transmission over the Internet. For your security, we use the same industry standard SSL (Secure Sockets Layer) as leading major commercial shopping sites to obtain confidential user information.

Q: How do I purchase the items in my shopping cart?

A: Clicking on the OneCart link on SHOP.COM will bring up a listing of everything currently in your shopping cart. From here you can remove any items you no longer wish to order or change the quantity. When you are ready to order, simply click on the OneCart button and you will be led through the online ordering process. You also have the opportunity to complete your order any time you add something to your cart.

If you're purchasing a marketamerica.com item, then you'll simply click on the cart link at the top of the page and you'll be led through the online ordering process.

Q: I'm having shopping cart problems. What do I do?

A: If you are experiencing problems with our shopping cart (such as adding products to the cart, but it still shows that it is empty), this may be because your browser is not set up to accept cookies. Click on "General information" under the "Troubleshooting" category, then review the questions regarding use of cookies.

Q: How do I learn more about an item I want to purchase?

A: Read the item description carefully. If you have any questions about the item, you can click on the See Details icon or contact your Shop Consultant.

Q: Is sales tax applied to my order?

A: In many states, your Shop Consultant may require the collection of required tax not only for the price of the item, but also the shipping and handling, which are considered part of the total selling price. If you require additional information regarding your state sales tax laws, contact your state revenue department.

Q: Can I make changes to my order after it has been submitted?

A: Our goal is to pack and ship your order as quickly as possible; therefore, we will not be able to allow changes to your order once submitted.

Q: Do I receive a confirmation for the order I placed?

A: If you purchase an item through your OneCart: You will receive an order confirmation email from SHOP.COM.

If you purchase an item through our Partner Stores: You will most likely receive an order confirmation from the individual store; please contact them directly with further questions.

Q: How do I add items to my shopping cart?

A: OneCart items:
Once you've found an item you'd like to purchase, simply click the See details magnifying glass icon on the product from any search results page and click on the Buy it Here button to add to your OneCart.

Partner Store items:
Follow the same directions above, except instead of clicking on Buy it Here, you'll click the Go to Store button and will be able to

Q: How can I delete an unwanted item from my shopping cart?

A: From your OneCart:
Delete an unwanted item by clicking on OneCart at the top of any page and clicking the remove item link.

For all other items, please follow the store's individual store's procedure for removing cart items.

Q: What payment methods do you accept?

A: Payment methods vary according to individual store policy. Please click on the See store info link located on every store page for more details.

Q: How do I update my credit card?

A: For OneCart purchases:
For security reasons, SHOP.COM does not store your credit card information online; you can enter your new credit card number at the time of checkout, when purchasing SHOP.COM products.

For all other orders:
Please consult the individual store's customer service page for their policy.

Q: How do I check out?

A: For OneCart purchases:
Click the OneCart link at the top of every page. From there, you can review what is in your shopping cart, add or remove items, and purchase your products using whatever payment options may be available. Then click Proceed to checkout.

For Partner Store purchases:
Please follow the individual store's procedures for checking out on their site.

Q: What is your return policy?

A: Each merchant selling product or services on SHOP.COM will have its own unique return policy. Before you place an order on SHOP.COM, please read the Seller's return policy. Please consult the individual store's policy by clicking See Store Info on each store's page on SHOP.COM.

Q: How can I check my order status?

A: For OneCart orders:
Log into your account and click on view my orders under account history. You will see you entire order history here and check on the status.

For all other orders, please consult the individual store's site for details.

Q: How do I track my order?

A: If your purchase is delivered by USPS or UPS, you can track your order online at usps.com or ups.com to see when the items you purchased will be delivered.

Q: When should I expect delivery?

A: Please consult the individual store's website for specific details on delivery.

Q: How much do you charge for shipping and handling?

A: For OneCart purchases, shipping & handling is calculated in the cart and varies according to each store's policy. You will have the opportunity to review this before completing your purchase.

For all other orders, please consult the individual store's website for shipping information.


Preferred Customer

Q: What is a Preferred Customer?
A: Our Preferred Customer Program is focused on developing quality, long-term relationships with loyal customers. As a preferred customer, you'll receive many great benefits that include:
  • Free E-mail
  • Customized Services such as the Nutri-Physical Nutritional Analysis
  • Special Pricing on New Products
  • The SHOP.COM Direct and other Product Catalogs
  • Toll-Free Ordering: 1-866-420-1709
  • Easy and Secure Internet Ordering
  • Multiple Payment Options
Q: How do I register to become a Preferred Customer?

A: While on the Web Portal, click "Sign in" on the upper right of your screen. Fill out the brief form, and you will be assigned a Preferred Customer.

Cashback

Q: What is the Cashback program?
A: Cashback is the revolutionary new shopping program from SHOP.COM that saves you money and pays you to shop! Get paid for purchasing online the things you want and need, and have them delivered right to your door.
  • Earn up to 40% cash back for purchasing SHOP.COM branded products and those from our partner stores where you see the Cashback logo
  • Find what you're looking for from thousands of stores and tens of millions of products and services using our lightning fast search technology
  • Take advantage of tons of great deals at your fingertips that you can quickly sort by price, color, style and many other attributes at the click of a button
  • Save time and gas by not driving from store to store

Please click on the Terms of Service link found in the footer of this page for more Cashback program information.
Q: How do I earn cash back?
A:
  • Sign up as a Preferred Customer on any SHOP.COM participating website
  • Be sure you are logged in each time you shop for SHOP.COM branded products or from our partner stores
  • Get up to 40% cashback for your qualifying purchases, and refer your friends to also receive 1/2% cashback on the purchases they make where the Cashback logo is displayed
Q: How do I see how much is in my Cashback account?

A: When you're logged in, you can see how much is in your Cashback account at the top of the page on your Shop Consultant's Web Portal. Or, you can click on Your Account and choose the Cashback option to see your available and pending amount.

Q: How can I use the cash in my Cashback account?

A: The cash you earn can be used as a payment option to pay for purchases you make on participating SHOP.COM partner stores. Simply select the Cashback payment option at checkout to apply the available cash in your account to your purchase.

Q: I purchased some Market America branded products and an item from a partner store that showed a Cashback logo, but I only see cash in my account for the marketamerica.com items. Why?

A: In most cases, cash on Market America branded and Premier Partner store products will post to your Cashback Account within 24-48 hours of when your order is placed. Cashback on other SHOP.COM partner store purchases will show Pending until the partner store return and refund period has elapsed.

Q: Is there a limit to the amount of cash I can earn by my loyalty to purchase products on SHOP.COM?

A: Absolutely not. SHOP.COM's Cashback program pays you to shop. We don't implement an earnings cap like many other rewards programs do. The more you purchase, the more you save and earn cash!

Q: Can I refer my friends?

A: Yes! When you create a Preferred Customer account or when you're logged in, simply enter one or more of your friend's e-mail addresses in the text box under the heading Invite Friends. There's a default message to your friends, or you can customize it with your own message. You'll earn 1/2% cashback on all of their future, qualifying purchases. Plus, they'll start earning up to 40% cashback on all of their own purchases where the Cashback logo appears when they are logged in as a Preferred Customer!

Q: Who is eligible to participate in the Cashback program?
A: Anyone, as long as they:
  • Provide us with a valid e-mail address and password for account access
  • Are at least 18 years of age and reside in the U.S., Canada, Taiwan, Hong Kong, Australia, United Kingdom and/or Mexico
  • Have a valid, physical mailing address (a P.O. Box won't work)
  • Create a Cashback account by registering using our brief sign-up form
  • Adhere to the Cashback Terms of Service found via the link in the footer of this page. Read this carefully for specific limitations.
Q: How do I get started?

A:The first step is to sign up as a Preferred Customer so we can begin rewarding you for your online purchases.

Next, start thinking about the types of items you buy on a daily, weekly or monthly basis, and special purchases you make throughout the year, such as gifts for birthdays, weddings, anniversaries, graduations, holidays and other special occasions.

Check out our product categories on SHOP.COM for more possibilities. Then, start flexing your purchasing power and begin earning the rewards you deserve.

Remember, at SHOP.COM, you get paid to shop with Cashback for the things you normally buy and for everything else you want and need!

Q: How will I receive my cash?

A: When you request to redeem cash back from your account, you'll need to verify your name and shipping information so we'll know where to send your Cashback check. Remember, you can request actual cash back as long as you have accumulated AUD $12 in your account.

Q: Is Cashback real money?

A: Yes, it's real. For Market America branded purchases or Premier Partner purchases where you check out using our OneCart®, the cashback amount is applied to your account usually within 24-48 hours. You can then apply your cashback earnings immediately as a payment option for subsequent purchases. For all other qualifying partner store purchases, your cashback will show a Pending status in your account until cleared by the participating store to account for returns, refunds, fraud and other processing issues. If you prefer to redeem your available cashback for actual cash, please remember you need to at least have accrued the program's required threshold amount of AUD $12.

Q: How do I make sure my purchase qualifies for Cashback?

A:When you shop for products using SHOP.COM and see the green Cashback symbol, you'll know those products are eligible for cashback. You can also see how much cashback you'll earn for each qualifying item. You can compare and sort products by various attributes, including the bottom line price. Click the best deal to go to that store. Additionally, you can also click a Cashback link within a sponsored ad.

Please note: When you click the Cashback link within a sponsored ad, you may be asked to provide your e-mail address again. Please be sure to do so to ensure you receive your cashback after you have purchased a product, as your e-mail address allows us to track your purchases.

Q: What are some of the limitations for getting Cashback?

A: In addition to Cashback limitations outlined in our Terms of Service, some stores may have further restrictions for getting cashback. For example, a special sales event may make a purchase ineligible for cashback. Using a coupon for some stores could potentially void the cashback for that store, including those you may receive via e-mail, see on a deal/coupon site or offered on a store's website. Since all stores have different terms and conditions, we cannot pay cashback where stores follow this type of policy and impose certain purchasing restrictions.

Q: What should I do when a purchase isn't showing up in my account?
A: Most cashback for eligible purchases appears in your Cashback account within a day or two as Available or Pending. Other possible reasons the purchase is not showing up in your account may include:
  • The store might not recognize the purchase as complete because the item(s) might be on backorder, payment is processing, or other reasons. Contact the store directly to confirm that the purchase was processed. If the merchant confirms that the purchase was processed, please contact your Shop Consultant for further help.
  • You opened a partner store's website in a different web browser. All partner store transactions must be initiated via SHOP.COM.
  • Your browser is not configured to accept cookies.
  • Your order was cancelled or the goods or services were returned.
  • You also used a separate discount or coupon, gift card, or a gift certificate.
  • Additional limitations for purchases on certain partner store sites might apply. See that store's policy for further information.
Q: How can I use my Cashback immediately?

A: When you make qualifying purchases using our OneCart checkout (Market America branded products and Premier Partner store products), your cashback can be redeemed and applied to subsequent purchases as a payment option as soon as it appears in your Cashback account as Available.

Remember, in order to redeem for actual cash, you must at least have accrued the program's required threshold amount of AUD $12.

Q: When and how do I get my Cashback?

A: When you sign into your Cashback account, you'll see your current pending, available and total awarded cashback amounts. When you make qualifying purchases using our OneCart checkout (Market America branded products and Premier Partner store products), your cashback appears in your Cashback account as Available. It can then be redeemed and applied to subsequent purchases as a payment option. If you prefer to redeem your available cashback for actual cash, please remember you need to at least have accrued the program's required threshold amount of AUD $12.

Q: How does SHOP.COM know that I've made a qualifying purchase?

A: When you sign up and are logged in before you shop, qualifying purchases you make are tracked using your login information. Cashback on Market America branded products and those from our Premier Partners will show up in your Cashback account within a day or two. Purchases from other partner stores will show Pending in your account until the necessary pending period has elapsed to allow for possible returns and refunds.

Q: What happens if I return, exchange or cancel a purchase?

A: Returns, exchanges and cancellations are subject to the individual store's return policy. If you return, cancel or exchange part or all of a purchase, the store may reverse your purchase with us. We won't be able to pay you Cashback from that transaction. Please refer to the individual store's page on SHOP.COM for more details.

Q: What happens if a store changes the Cashback amount since the last time I was on the site?

A: It's possible that the Cashback amount has changed from what you may have seen on a previous visit. The Cashback you earn is what is posted with the product at the time of purchase, so we can't honor a Cashback amount you saw on an earlier visit if it has changed.

If you have any questions or comments about SHOP.COM or the products and services we provide, please contact us using our contact form.

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