FAQ

We are here to help

This is a short list of our most frequently asked questions.

General

How do I contact Customer Service?

Email your questions or comments to WVGearSupport@successpartners.com. We will do our best to serve you within one business day.

What are your business hours?

We are available to help you with your order Monday through Friday from 8am to 5pm CST

What if I want to place a large order?

For bulk shipments in excess of 500lbs, additional shipping options can be obtained via Customer Service at WVGearSupport@successpartners.com.

My credit card statement has a charge from SP SUCCESS Partners on it. Who is SUCCESS Partners?

SUCCESS Partners is a trusted printing and fulfillment facility selected by your company to manage your online store.

Can I change my WV Gear order after its been placed?

Changes cannot be made once your order has been submitted. We would be happy to cancel it so that you can place another one. Just contact us at WVGearSupport@successpartners.com

What currency's do you accept?

We're happy to accept US Dollars as form of payment.

How do I pay for my order?

We accept Visa, MasterCard, Discover, and American Express, as well as debit cards with the Visa or Mastercard logo.

What is the policy on returns?

ALL SALES OF CDs, DVDs, PRINT ITEMS, AND PERSONALIZED ITEMS ARE FINAL. We will accept returns or exchanges of other items within thirty (30) days of date of shipment. A fifteen percent (15%) restocking fee will apply. Purchaser is responsible for the cost of shipping for returned items. All items must be returned with original tags and packaging. Returns will be processed within 7-10 days of receipt.

What is the return shipping address?

WV Gear
200 Swisher Road
Lake Dallas, TX 75065 USA
ATTN: Customer Support

Shipping

Shipping Transit Times

Domestic Shipments

Economy - 5 to 7 business days from product availability
Ground - up to 4 business days from product availability
2nd Day - up to 2 business days from product availability
Standard Overnight - 1 business day from product availability


International Shipments

International Economy - Typically 7 to 15 business days from product availability (depending on country)
International Priority - Typically 5 to 7 business days from product availability (depending on country)
International Mail - 3 to 4 weeks from product availability
Canada Economy - 5 to 10 business days from product availability
Australia Economy - 7 to 15 business days from product availability
UK Economy - 7 to 15 business days from product availability

*Transit times do not include order processing times*

How long will it take to produce my order before it ships?

All items with current product availability will ship within 1-3 business days. However, all custom print items will take 3-5 business day to process. For example, if you choose expedited shipping of 2nd Day Air shipping - assume 3 to 5 business days to produce your order plus 2 business days for shipping. Custom Banners and non-inventory specialty items will ship within 7-10 days.

Same day shipping is available for in-stock non-customized products using expedited shipping service (Standard Overnight or 2Day) only if your order is placed by 12:00 noon CST.

If an item(s) is not available at the time your order is shipped, the item(s) will be removed from your order and the remainder of your order will ship. Please allow 1-3 days for order processing. We will send you an email notification upon shipment referencing those items that were shipped, as well as those item(s) removed. The amount originally authorized on your payment will be adjusted accordingly to only reflect those item(s) shipped.

Please email our support team to check on product availability and/or status of your order.

Can I ship my order to my P.O. Box?

Yes, but only the U.S. Postal Service can deliver to a P.O. Box. UPS cannot deliver packages to P.O. Boxes.

Can I ship to more than one location on one order?

There is a limit of one “ship to” address per order.

Why didn't I receive my order this weekend even though I selected an expedited service?

Expedited (Overnight and 2-Day delivery) shipments are delivered Monday through Friday ONLY and is dependent upon product availability and order process time on customized items. Overnight Orders placed by NOON CST Friday will arrive on MONDAY. 2-Day Air Orders placed by NOON CST Friday will arrive Tuesday. Please be certain to give a physical ship to address (no P.O. boxes) for expedited shipments.

 

Technology

How to Enable or Disable Javascript in your browser:

Internet Explorer

  1. From the Tools menu, or the Tools drop-down in the upper right, choose Internet Options...
  2. Click the Security tab.
  3. Click Custom Level...
  4. Scroll to the "Scripting" section of the list. Click Disable or Enable.
  5. Close and restart your browser.

Firefox

  1. In Firefox for Windows, from the Tools menu, select Options...
  2. In Firefox for Mac OS X, from the Firefox menu, select Preferences...
  3. In Firefox 1.5 or later, click Content; in Firefox 1.0, in the list on the left, select Web Features.
  4. Check (to enable) or uncheck (to disable) Enable JavaScript and Enable Java.

Chrome

  1. Open Chrome browser & go to the main menu
  2. Scroll down until you see the Privacy section & click the button marked Content Settings...
  3. Under the Javascript section you can set your Javascript options.

How to Enable or Disable Cookies:

Internet Explorer

  1. From the Tools menu, or the Tools drop-down in the upper right, choose Internet Options...
  2. Click the Privacy tab.
  3. Click the Advanced Button.
  4. Click Override automatic cookie handling to customize.
  5. Click Ok.
  6. Close and restart your browser.


Firefox

  1. In Firefox for Windows, from the Tools menu, select Options...
  2. In Firefox for Mac OS X, from the Firefox menu, select Preferences...
  3. Click Privacy Tab.
  4. Under History's drop down box select 'Use custom settings for history'
  5. You'll have option for cookies here.


Chrome

  1. Open Chrome browser & go to the main menu
  2. Scroll down until you see the Privacy section & click the button marked Content Settings...
  3. Under the Cookies section you can set your cookie options.

 

Returns

What is the policy on returns?
ALL SALES OF CDs, DVDs, PRINT ITEMS, AND PERSONALIZED ITEMS ARE FINAL. WV Gear will accept returns or exchanges of other items within thirty (30) days of date of shipment. Purchaser is responsible for the cost of shipping for returned items. All items must be returned with original tags and packaging. Returns will be processed within 7-10 days of receipt.

What is the return shipping address?
    WV Gear
    200 Swisher Road
    Lake Dallas, TX 75065 USA
    ATTN: Customer Support

Account

Do I have to create an account to place an order?

In the WV Gear cart, click “My Account” at the top of the page.

Do I have to create an account to place an order?

No, you have the option to checkout as a guest.

Can I change my e-mail address or billing and shipping addresses for MY ACCOUNT?

Yes, simply click on “My Account” at the top of the page, enter your updated information, and click the “Update” button.

Does the system remember my last order?

If checked out as a guest you will not be able to log in to view your previous orders. Remember to create an account before you order to benefit from order tracking, order history, and faster checkouts!

 

Customizable Print

Can I request design changes for the printed item I am ordering?
No. The only pieces of a printed item that can be changed are the pieces that the website allows you to change. We cannot make changes to designs provided by our partners without their permission. Additionally, we cannot send any of the artwork to you for personal use and printing.

How long will it take to have my order printed?
All custom print items will take 3-5 business day to process and to be printed.

Will you ship my personalized print product separately?
No. Please be sure to add 3-5 business days to your order process time for personalized print products. Your order will ship when all items are complete.

How do I create my business card?
If a text or image field is not required you can leave the text or image field blank. To add a photo, click Upload Image and select the photo you wish to add to your card. To best reflect your photo when printed we would suggest the photo format to be at least 150dpi. Please check the proof of your finished product prior to submitting your order.

What is a bleed?
The bleed is the area to be trimmed off. Artwork and background colors can extend into the bleed area. After trimming the bleed ensures that in the final trimmed document.