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Home > Help > Frequently Asked Questions Q: Is my personal and credit card information safe?
A: All of the information that you provide is used to process your order or to communicate with you in the event of a question or problem concerning your order. We use the latest secure socket layer (SSL) protocol to encrypt all sensitive credit card and personal information. We have security measures in place that protect the loss, misuse or alteration of the information that is under our control. Physical security measures include a firewall to protect unauthorized access to our database servers. Access behind the firewall is controlled via passwords. Passwords are stored in one-way encrypted format and are never decrypted.
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Q: Can I place an order over the phone?
A: Yes. You can place orders Monday-Friday 8:00am-6:00pm EST by calling customer service at 877-891-8315.
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Q: Can I mail in an order?
A: Yes. Please download our mail order form off our website. If you do not have access to the web please make sure you include: Item number, size, color, quantity, shipping address, and payment information. Please make checks payable to The Trust for Public Land and ensure you include the applicable shipping charges. Please make sure to provide a phone number or e-mail address so that we can contact you if we have any questions.
Please mail orders to:
The Trust for Public Land
c/o Nonprofit Business Solutions
2701 Centerville Rd.
Wilmington, DE 19808
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Q: Can I fax my order?
A: Yes. Please print the order form and fax your order form to 877-687-4878.
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Q: Can I pay for an order and have it shipped to a different address?
A: Yes. When you complete your purchase you can choose where you want the package delivered.
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Q: How and when is my order shipped?
A: Your order should ship in 5-7 business days via the method you selected at the time your order was placed. Please note your order may arrive in separate boxes as we often use different distribution centers; this will NOT increase your shipping charges.
***International Customers***
If you selected standard postal mail for your shipping method, it can take up to 8-10 weeks for delivery. While most customers receive their order within 3-4 weeks, this delivery time frame often depends heavily on the customs clearing process for your particular country. Additionally, the tracking number provided will not produce any results. Unfortunately, once your order leaves our country we have no further shipping information to provide. Please allow a full 10 weeks from the ship date to receive your order before initiating an inquiry.
All packages are shipped from the United States. Please be advised that your local government may assess international trade taxes or customs duties upon package arrival, which are not the responsibility of The Trust for Public Land. Contact your local customs office for more information.
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Q: How much does shipping cost?
A: Shipping rates, as well as available shipping methods, will vary depending upon the size of your order and delivery location. You can use the 'Estimate Your Shipping Costs' feature in your shopping cart to see available options and associated costs. This information will also be presented to you during checkout after you have entered a shipping address.
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Q: How do I use my coupon or promotional code?
A: During the secure check out you will see a box where you can enter your coupon or promotional code. The total purchase price will be recalculated based on the value of the coupon or promotional code.
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Q: Can I speak to a live person?
A: Yes. You can call customer service at 877-891-8315 Monday-Friday 8:00am-6:00pm EST.
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Q. Can I Buy A Gift Certificate?
A. Gift
Certificates can be purchased through our e-store. You can find this
item in our Gift Certificates and Gifts Section of the e-store. All Gift
Certificate codes are delivered immediately via e-mail at the time
orders are placed to the email addresses provided for both billing and
shipping, as well as being displayed on the order confirmation page. All Gift Certificates are electronically delivered and no physical cards or certificates are available at this time.
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Q. How do I return a product?
A. Within 30 days of receipt you may return most items purchased in our store for a full product refund. Please note shipping and handling is non-refundable unless the product was damaged or the wrong product was sent to you. We will also pay the return shipping if the error was ours.
If the item you are returning/exchanging was a gift, please enclose the name and e-mail address of the person who sent you the gift along with the reason for the return. We cannot accept items that are returned more than 30 days after their confirmed delivery, are not in their original condition and packaging, or are missing parts. We cannot accept returns on any media (CD, Cassette, Video, DVD, Software, etc.) that have had the protective plastic wrap damaged or removed or if the security seal is broken.
Packing and Sending Your Return:
1. Pack the items along with the packing slip (receipt) securely in a box. Your order number MUST be included with the return to get your refund.
2. Mail the package to:
TPL Returns
c/o EPI Fulfillment
61 Clark Road North
Battle Creek, MI 49037
We recommend that you use a shipper with delivery confirmation to ensure your package is received and your refund processed.
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Still don't have the answer to your question? Our customer service department would be more than happy to personally assist you. Please click here for our contact information.
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