Items in Cart: 0
Customer Service

Customer Service

Contact Us

For all of your customer service and technical support needs, please contact our Customer Service Center by e-mail at IACPsupport@robertsonmarketing.com or by phone at (877) 342-7281 between the hours of 8:00 a.m. and 6:00 p.m. Eastern Standard Time.


Display


Site Display Issues:
If you are using Internet Explorer 8 and are experiencing problems viewing the site or its contents, set your browser to compatibility mode. This should solve all of the layout and display errors.


Purchasing


Corporate Purchases:
The IACP Online Marketplace accepts the following credit cards for corporate purchases:
Visa, MasterCard, American Express, and Discover.


Personal Purchases:
The IACP Online Marketplace accepts the following credit cards for personal purchases:
Visa – MasterCard – American Express – Discover.

If we are unable to process your credit card, please check to ensure you entered the correct card number and expiration date and that the billing name and address match exactly what is on your credit card statement. Please contact your credit card company with any further questions.

We are unable to accept cash or checks.

Shipping


Orders for in-stock merchandise shipping within the U.S. that are received by 3 p.m. Eastern time will be shipped the next day via your selected shipping method, as specified at checkout. Orders shipping within the U.S. that are received after 3 p.m. will ship the next business day. If you are placing your order after 3 p.m. and require same-day shipment, you must contact Customer Service to request this rush service. Customer Service can be reached by e-mail at IACPsupport@robertsonmarketing.com or by phone at (877) 342-7281 between the hours of 8 a.m. and 6 p.m. Eastern time.

International Shipping


International shipments require additional documentation and will ship within three business days after your approval of the international shipping charges. For international shipments, you will be contacted prior to shipment with estimated freight charges for your approval. There is an additional document handling fee of $15 for all international orders.

Every package going overseas is subject to a complex set of Government Regulations, Customs Rules, Trade Agreements, and Tariff Regulations. Any one of these, if not properly adhered to, can stop a shipment from being delivered and may cause it to be abandoned or destroyed by the carrier or the destination country. If the destination country has requirements that are incumbent upon the recipient, such as an import license, use of a Customs broker, payment of duties and taxes, or other, it is the recipient’s responsibility to be aware of these and to fulfill all of the requirements for Customs clearance.

In the documentation that we must provide with every international shipment, we are attesting to the classification of the commodities, their country of origin, the purpose of the shipment, and the value. We are also declaring which party will be responsible for payment of transportation charges, duties, taxes, and fees. Each destination country has its own laws and requirements. Every shipment requires, at minimum, an Airway Bill, and a Commercial Invoice containing each item’s quantity, description, country of origin, harmonized tariff code, and value. Some countries additionally require a Certificate of Origin that certifies where each commodity was manufactured, and still other countries might require a “Power of Attorney” form that authorizes the carrier to act as a Customs Broker for purposes of clearing the shipment through Customs. Each time an international shipment is requested, we check the rules of the destination country to determine what documents are needed and whether there are any peculiarities that might affect the shipment.

International Duties and Taxes


Duties and taxes must be paid on virtually all shipments. These charges are assessed in the destination country, and we do not know the amount. Duties and taxes are the responsibility of the recipient.

Estimates for duties and customs charges will not be included.

If a shipment is returned to us for non-payment of fees or refused by the recipient, credit will only be issued for the difference between any return shipping charges and the value of the merchandise.

All orders will arrive with a packing slip. Please confirm that all the information on the packing slip is consistent with the materials in the box. If you find a discrepancy or any damaged materials, please keep your original packaging and contact customer service at (877) 342-7281 and make note of any damage to the box.

For East Coast locations – orders will arrive within one to three days of shipment via ground service.
For West Coast locations – orders will arrive within four to six days of shipment via ground service.

Shipping charges for Corporate P-Card purchases will be billed to a IACP FedEx account. You must supply your cost center in order for the shipping charges to be directed to the appropriate account.

Shipping charges for personal purchases will be added to the total cost at checkout. Personal purchases will be shipped via UPS.

For international locations – orders will arrive within five to seven days of shipment, assuming normal customs clearance.

IACP Company Store ships to domestic and international locations. We do not ship to Post Office (PO) boxes.


The following chart can be used as a guideline for approximate shipping charges and transit times for corporate orders. Both ground and expedited ship methods are offered on the Web site at the time of checkout.


Shipping Rate Tables
FedEx Rate Estimations
UPS Rate Estimations

Checking Order Status


You will receive an order confirmation e-mail when you submit your order. This will include your order number. You can check the status of your order by selecting the Order Status option on the Web site and searching for your order number. If we have questions about your order, we will contact you by phone or e-mail. Likewise, if you have questions about, or changes to, your order, please contact Customer Service at IACPsupport@robertsonmarketing.com or by phone at (877) 342-7281 between the hours of 8 a.m. and 6 p.m. Eastern time.

Tracking Packages


You will receive a shipment confirmation e-mail including the tracking information when your order ships. We will also include an order tracking number on your order status page. To track the package, click directly on the tracking number. This will take you to the carrier’s Web site. Please note that it may take 24 hours after shipment before tracking information appears on the carrier’s Web site.

Returns


Unwashed, unworn, or unused merchandise may be returned within 90 days from the date of purchase with an original receipt. Damaged or defective merchandise may be returned within 120 days from the date of purchase with original receipt. To return, please include original packing slip and circle the item(s) that you are returning. For a return, we will credit the card used to place the order. Pack and seal your return securely in the original package. Packages must be returned prepaid – we do not accept COD deliveries.


Return the package to:
Returns Department
IACP/RMG
359 Kesler Mill Road
Salem, VA 24153


An e-mail confirmation will be sent to you stating that your return has been processed and a credit has been issued.

Shipping charges will be refunded if we have sent the wrong item or if the item sent is defective or damaged in shipment.

Security


We have made every effort to protect the information transmitted to this site. Below, we have provided some technical information that will help you understand the safeguards we have instituted for your protection.


We are utilizing the industry standard Secure Sockets Layer (SSL) security protocol that our database uses to interact with secure browsers. The secure browsers we support include Netscape, Microsoft Internet Explorer, and Safari. If you are not sure if your browser supports SSL, rest assured that we have designed our catalog so that it will not allow you to transmit the order without SSL functionality.

Privacy

When you make a purchase from The IACP Company Store, we use the information you provide to process your order. We will send you an e-mail to confirm your order and may need to contact you by phone, postal mail, or e-mail if we have questions about your order. We respect your privacy and will not sell or rent your information to third parties or market to you in any way. For your convenience, we use a digital footprint called a cookie to help us recognize you for future orders. The cookie will remember your system, access level, and preferences – it is not used to record any personal information. These cookies are encrypted and cannot be read by any other Web page. The cookie contains no personal information, only a unique identifier for The IACP Company Store to recognize your browser.