FAQ & HELP
Has my order shipped?
Do not contact customer service until you complete the following steps. Click the “Order Status” link at the bottom of our site (you can find it under MY ACCOUNT) to check your order status. Simply follow the instructions.
How do I change quantities or cancel an item in my order?
Click the "Order Status" link at the bottom of our site (you can find it under MY ACCOUNT) to view orders you have placed. Then click the "view or change order" button to find and edit your order. Please note that once an order has begun processing or has shipped, the order can no longer be changed or cancelled. Once an order has processed and shipped, you must follow the RETURNS procedure in order to return any unwanted items to us. Do NOT refuse the order from the delivering carrier. Doing so will cause you to incur additional return fees and often items that are refused are never returned by the carrier, thus no credit is issued.
How do I track my order?
Do not contact customer service until you complete the following steps. Click the "Order Status" link at the bottom of our site (you can find it under MY ACCOUNT) to track your order. Simply follow the instructions.
My order never arrived.
Do not contact customer service until you complete the following steps. Click the "Order Status" link at the bottom side of our site (you can find it under MY ACCOUNT) to track your order status. Please be certain to check that all of the items in your order have shipped. If your order displays a Package Tracking Number(s), please check with the appropriate shipper (i.e. UPS.com) to confirm the status of your package delivery. If your package shows a status of "delivered" on the shippers tracking site and you have not received your package, please contact customer service for assistance.
An item is missing from my shipment.
Do not contact customer service until you complete the following steps. Click the "Order Status" link at the bottom side of our site (you can find it under MY ACCOUNT) to track your order status. Please be certain to check that all of the items in your order have shipped, and check to see if there is more than one package (the shipper’s tracking information will indicate how many packages were shipped). If your order displays a Package Tracking Number(s), please check with the appropriate shipper (i.e. UPS.com) to confirm the status of all packages in your shipment. If all packages show a status of "delivered" on the shippers tracking site and you have not received you’re an item, please contact customer service for assistance.
My product is missing parts.
Damaged items or items missing parts must be reported to us within 7 days of your receipt of the product. Do not contact customer service until you complete the following steps. Each product ordered from us will contain documentation either in the Owner’s Manual or instructions that tells you how to contact the vendor to have any missing parts replaced directly by the manufacturer. The manufacturer is the best contact to have missing parts replaced since we do not stock all parts for all items in our warehouse. If the manufacturer cannot supply the missing parts, please contact customer service for assistance.
When will my backorder arrive?
Unfortunately, sometimes our suppliers do not provide product to us quickly enough to supply all of our customer’s needs. While we endeavor to always be in stock, sometimes we just run out. Rest assured that we will ship the item to you as soon as it we receive it to complete your order. There is no need to contact customer service – your order will ship as soon as the product arrives in our warehouse.
How do I create an account?
1) Click the "Order Status" link at the bottom side of our site (you can find it under MY ACCOUNT) to create a new account (if you didn’t create an account when placing your initial order).
2) Enter your email address.
3) Select "I am a new customer".
How do I edit my account information?
Click the "Order Status" link at the bottom side of our site (you can find it under MY ACCOUNT) to edit your account information.
How much is my shipping?
You have several different options for shipping your order. Shipping (unless your order qualifies for free shipping) is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices. Please note: Any Free Shipping offers are valid only within the continental 48 United States and apply only to standard Ground Shipping – if you order expedited shipping you will need to pay for it.
I forgot my password.
Click the "Log In/Register" link at the bottom side of our site (you can find it under MY ACCOUNT) to retrieve your password if you forget it. Under the login box you'll see a link that says "Forgot your password? Click here". Clicking that link will trigger our system to send an email to you at your registered email address with your password.
How do I return my product?
PLEASE CLICK HERE for more information on returning an item.
I received the wrong product.
If you feel that you have received the wrong product, please contact customer service within 48 hours of receiving the product.
What is your return policy?
PLEASE CLICK HERE for complete details regarding our return policy.
When will my order ship?
Please see each individual item page for more information on the availability of each item. Also, after placing your order, you may click the "Order Status" link at the bottom side of our site (you can find it under MY ACCOUNT)" to track the status of your order. Generally items ship within 24 to 48 (weekday) hours of receipt of your payment. You will receive a shipment confirmation when your order has shipped with tracking information within 24-48 hours of shipment. PLEASE NOTE: For any package that has shipped, we cannot change or alter the shipping address, schedule a delivery time or date, give delivery instructions or hold for a different delivery date. For packages shipped through UPS, UPS offers a service named the “MY Choice” program which will allow you to make certain changes to your UPS shipment. More information can be found at UPS.com.
Do you ship to my country?
Please create an account by clicking the "Order Status" link at the bottom side of our site (you can find it under MY ACCOUNT). During signup we'll ask for your shipping address details including country. If your country is not in the dropdown menu of available countries, unfortunately we cannot ship to your country at this time. PLEASE BE AWARE THAT SHIPPING DOES NOT INCLUDE ANY CUSTOMS CLEARANCE OR DUTIES WHICH MAY BE CHARGED BY YOUR COUNTRY – WE ARE NOT LIABLE FOR THOSE CHARGES AND THEY MUST BE PAID DIRECTLY TO YOUR GOVERNMENT BEFORE CUSTOMS WILL RELEASE YOUR PACKAGE TO YOU.
What are my payment choices?
During the checkout process you may choose any of our current payment options and continue to place your order. Please note that we will not ship your order until we receive payment IN FULL from you.
When will my order ship and what are my shipping charges?
You have several different options for shipping your order. Shipping is automatically calculated prior to submitting your payment information. PLEASE NOTE THAT ANY FREE SHIPPING OFFERS ONLY APPLY TO DELIVERIES IN THE 48 CONTIGUOUS UNITED STATES. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices. We will ship your order shortly after we receive payment from you.
FOR OUR CANADIAN CUSTOMERS
We ship product to our Canadian customers nearly every day, and as a result we are entitled to participate in a special UPS program for our Canadian customers. In order to make your experience with us more seamless and less costly, we participate in the UPS eBP Program, which can significantly reduce the amount of brokerage and related fees you pay by ordering through us and shipping your order using UPS Standard service. With the UPS eBP Program, our Canadian customers are charged an entry preparation fee of CAD $10.00 for shipments valued at less than CAD $200. All other additional brokerage fees are waived. This represents a savings of up to 75% over the published UPS Brokerage fees (please note that fees such as duties, taxes and other government charges may still apply). You (the customer) need not do anything out of the ordinary to participate in this program, other than order through our website and choose UPS Standard service. The terms of the program are automatically applied to your order and to your shipment. A chart showing the savings to you, our customer follows below a statement from UPS explaining the terms of the program.
“Canada Customs requires Canadian recipients to pay applicable duties and taxes on each shipment entering Canada. These charges may include PST, GST, HST, duties and other taxes of goods (e.g. excise tax). A brokerage fee is also charged to process shipments and present the requisite customs paperwork to Canada Customs on the importer’s (customer’s) behalf.
Your order will be shipped under the UPS e-Tailer Brokerage Program (eBP), where eligible shipments imported into Canada for non-commercial purposes and valued under CAD $200 shipped via UPS Standard service are subject to a reduced brokerage fee of CAD $10, plus any applicable duties and taxes. Shipments valued at CAD $200 and above and/or being imported to Canada for commercial purposes and/or subject to specialized clearance may incur additional fees.
Please, be aware that UPS will request payment of these charges at the time of delivery. You have the ability to call UPS ahead of time (1-800-742-5877) to pay these charges, eliminating the need for payment on delivery.”
What is the return policy?
PLEASE CLICK HERE for complete details regarding our return policy.
Can I just send a product back to you without contacting you?
Sorry – we are here to help you with any issues you may have, but we cannot be expected to resolve a problem or an issue that we know nothing about. Please contact us (click here) and one of our customer service professionals will contact you to work out a solution. We will reject products returned to us without authorization and they will be returned to you freight collect.
What if I decide to just contact my credit card company and refuse the charges?
Any credit card chargeback instigated by the customer without contacting us first will be voided and the transaction will be treated as fraudulent. Our merchant providers have our policy terms on file and will refund accordingly. Credit card fraud is a serious crime and we do not tolerate it.
Low Price Guarantee
It is our commitment to provide you with the best value, at the best price. We value your business and strive to keep our prices low, and SAVE you money!
Our satisfaction guarantee is really simple. We want to offer you the best solution that solves whatever problem or issue you may be facing.
Products can be returned within 14 days of receipt for any reason
There is a 20% restocking fee for all returned products that may be waived if you place an additional order.
Products must be returned in their original cartons, in new condition and must be resalable. Any effort that needs to be made by us to make the product saleable will be charged to you in addition to our restocking fee.
Products must contain original UPC codes and other package identification.
Products returned must contain all components (and other items) as shipped to you in their original packaging. Linked promotional items (if applicable) must be returned in the same condition as well for credit to be issued.
All products being returned must have an RMA number issued by HolidayProjectors.com or your shipment will be refused and sent back to you at your expense.
Customer is responsible for return shipping and handling.
If a product is defective you must contact us for a return authorization per our return policy within 15 days of receipt of the product by you.
You can NOT send a product back to us without contacting us for an RMA number. We are here to help you, but we obviously cannot correct problems that we are not aware of. Products returned to us without authorization will be returned to you at your expense.
Our professional customer service team will work with you to satisfy your needs. Please note that credits to your account may take up to 14 days after we receive the product back into our facility.
We value your privacy and the privacy and protection of your personal data is very important to us.
We use your personal information in the following way:
Creating your account on our website
Allowing the checkout process to flow smoothly
Creating personalized content for you within our website
Communicating with you about your order and shipping information
You may receive future communications from us by email. If you do not wish to receive this correspondence, you have the right to be removed from our informational mailing list at any time.
We do not at any time sell your information or provide to anyone who may use it to contact you for any purpose, except under circumstances required by law.
You will not be contacted by any third parties as a result of your relationship or your transactions with us unless necessary to complete your transaction or answer a question or problem which you may have.
If you make a purchase on our site, like all online and brick and mortar retailers, the information you provide is provided to the banking merchant. This is necessary to complete the transaction.
This website is protected with SSL (secure socket layer) encryption, one of the highest and most stringent standards in Internet security to protect against the loss, misuse, or alteration of information that is under our control.
Credit card information is always transmitted in a highly encrypted format adhering to the highest industry standard. In fact, you probably use your credit card many times a day and possibly in less secure environments than those provided by our site. When you swipe your credit card at a store or restaurant, your card information is encrypted by the provider and then transmitted over a phone line or an internet connection.
Your personal account information is also password-protected for your protection. Only you have access to this personal security information. Do not disclose your password to anyone and if you write it down, be certain that it is stored in a safe place.
Be certain to close your browser after signing out of your account – this helps to keep your account safe as well. While we strive to provide the highest possible security for your data and your personal information, no transmission over the internet can be totally guaranteed to be 100% secure at any time. As a result, we cannot ensure or warrant the security of your information to or from our site since we do not control the internet portal on your side.
All prices listed or quoted by us are subject to change at any time without notice and are subject to product or service availability.