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Frequently Asked Questions FAQ's
 

General Questions

Q: How do I place an order?
A: We offer 2 ways to place an order with the Hall of Fame Store:

  • Internet - This is the quickest and most efficient way to place an order. The security of your personal information is our highest priority. We use the most current technology to ensure your personal information is safe and secure. Please feel free to review our Privacy Policy for more details.
  • Phone Order - While it is highly encouraged to place all orders over the internet, you are more than welcome to contact us, at 1-800-869-8207 to place an order between the hours of 9am and 5pm Eastern time, Monday through Friday. Be sure to have your list of items (including item # or SKU, size/s & color/s), your billing information, your shipping information, and your credit card ready before you place the call.

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Q: What are my payment options?
A: We accept Visa, MasterCard, American Express and Discover. A credit verification and authorization of the payment amount will be done during checkout. Your card will be charged at time of order processing.



PLEASE NOTE:
We currently cannot accept Hall of Fame Store Gift Cards for payment on our website due to technical issues. Gift Cards can be used as payment in-store or on the phone at 1-800-869-8207.

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Q: Is it safe to use my credit card?
A: Shopping at the Hall of Fame Online Store is safe and easy. The security of your credit card and personal information is our top priority. Our site is equipped with secure online ordering capability. Our secure server software (SSL) is the industry standard and among the best software for secure e-commerce transactions. This technology encrypts all of your information, including credit card number, so that it can’t be read as the information travels over the internet.  Please feel free to review our Privacy Policy for more details.

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Q: I can't find a certain size/color for the item I want, how can I place an order?
A: If an item or size is out of stock or discontinued, the product page that displays the product image will not display that particular size and the Add To Cart button will not be displayed. If an item is backordered, there will be a section on the item detail page where you can submit your email to be notified once it become available. All other items should be considered in-stock, drop ship or pre-order items.

PLEASE NOTE: Orders can only be placed for in-stock items unless specified.

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Q: Do I have to pay a sales tax?
A: Sales Tax is only charge for orders shipped in the state of Ohio. The current tax rate (6.50%) is calculated automatically on your order form at check out.

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Q: Where is your store located and what are your hours?
A: The Hall of Fame Store is located inside of the Pro Football Hall of Fame Museum at 2121 George Halas Drive, in Canton, Ohio. We are open every day of the year, except Christmas Day, during the following hours:

9am-5pm Eastern time from Labor Day through Memorial Day
9am-8pm Eastern time from Memorial Day through Labor Day

No paid admission is required to come and shop in the store.

For questions about item availablity, please contact the store at 330-456-8207 or 1-800-869-8207.

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Q: How do I return/exchange an item?
A: We take great pride in striving to offer you the best shopping experience available. If, for any reason, you are not completely happy with the item(s) you have purchased, you can return the item(s) within 30 days of delivery for full refund of the purchase price, minus shipping and handling charges. The products must be returned with the original sales receipt, must have original tags still attached, and must be in new and re-sellable condition. Returned items cannot be laundered, worn, broken, damaged or used in any way. Items must also be free of pet hair and any type of odor including smoke, cologne, or perfume to be eligible for a return or exchange. Some exceptions may apply. For more information please review our returns section.

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Q: Can you mail me a catalog?
A: Our online selection of merchandise is available to view 24 hours a day, 7 days a week on store.profootballhof.com. Questions about additional items available in the museum store for purchase over the phone can be directed to the store at 330-456-8207 during regular business hours.

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Q: How can I get a promotional code?
A: Promotion codes are only available to subscribers and members. They are entered on your shopping cart page before checkout. If your discount qualifies, it will be displayed in the payment summary.

PLEASE NOTE: Only one promotion code per order will be accepted.

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Q: Who can I talk to if I have more questions?
A: We take great pride in providing our customers with excellent customer service. Should you have any questions or issues that have not been addressed in this section, we invite you to take advantage of one of the several avenues we provide to get you the service you need.

  • Telephone Support:
    Contact us at: (800) 869-8207 (US Only)
    (330) 456-8207 (International)
    Customer Service Hours
    9:00AM - 5:00PM Eastern time Monday – Friday
     
  • Email Support:
    Please send all questions, issues, and concerns to: internetorders@profootballhof.com

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Your Order

Q: Where is my order?
A: A tracking number is assigned to all orders as soon as soon as the order is marked 'shipped'. This status is does not necessarily mean that your order is on its way, only that it is in process.  You can check the status of your order online 24 hours a day, 7 days a week by clicking here.

If you are having trouble locating your tracking information, you can call us between regular business hours (800-869-8207) or email us anytime and we would be delighted to assist you. 

PLEASE NOTE: This screen does not contain real-time shipping status; this information does not link directly with UPS so an item showing as 'open' may have actually shipped just as an item showing 'shipped' may still be in process.

DROP SHIPPED ITEMS: This does not apply to items marked as "drop shipped," which ship directly from the manufacturer. For these items, please refer to the item description for expected shipping time.

PRE-ORDER ITEMS: Items marked as "Pre-Order" will not be shipped until expected date listed.

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Q: How do I cancel/change my order?
A: If you need to cancel or make a change to an order, please contact us at 800-869-8207 during regular business hours. Generally orders begin processing within the first 24 hours. We are unable to cancel orders that are already in process.

When contacting us, please reference your order number, your name, and the best method to contact you for confirmation.

PLEASE NOTE:
Items CANNOT be added to existing orders. If you wish to add an item to an order, a new order must be placed.

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Q: There was a problem with my order, who should I contact?
A: We take great pride in customer satisfaction and eagerly wait to resolve any order discrepancies. Upon receiving an order from us, please check for any missing items, items damaged in transit, defective items or wrong sizes/colors. We must be notified of any order discrepancies within 10 days of the date of delivery. Any notification of a discrepancy more than 10 days from the date of delivery will not be considered.

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Q: I received an email saying my order is pending, what do I do next?
A: We strive to keep our website as current as possible. But due to our large selection of products, it is impossible to guarantee 100% availability on all merchandise that we sell. If an item you have ordered is out of stock or placed on back-order, you will be notified promptly and your order will be placed on pending. During that time you will need to contact our Customer Service Department at 800-869-8207 or internetorders@profootballhof.com for further instructions.

PLEASE NOTE: Items marked as "Pending" may also be drop-ship or pre-order items that will ship as soon as the manufacturer processes the order or as soon as the product is received in our warehouse.

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Shipping

Q: If I place an order, how soon will it be received?
A: All orders placed Monday through Friday, before 8am Eastern time, will be processed within 1-2 business days of the order being received. THIS INCLUDES ALL EXPRESS ORDERS. Orders placed after hours Friday, Saturday, and Sunday will be processed the following Monday. You will receive a tracking number automatically via e-mail when your order is processed. You can also obtain a tracking number by contacting our Customer Service Department via email at internetorders@profootballhof.com or by calling 800-869-8207. If there should be any circumstance beyond the carrier's control such as weather, natural disasters, etc. it may delay your delivery. These situations do not allow us to refund costs. 

Below are the Time-In-Transit estimates for UPS Ground Shipments from our store.  NOTE:  These estimates do not include processing time or drop-shipped items.

http://www.ups.com/using/services/servicemaps/maps25/map_0237.gif

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Q: When will my order ship?
A: All orders placed Monday through Friday, before 8am Eastern time, will be processed within 1-2 business days of the order being received. THIS INCLUDES ALL EXPRESS ORDERS. Orders placed after hours Friday, Saturday, and Sunday will be processed the following Monday. You will receive a tracking number automatically via e-mail when your order is processed.  You can also obtain a tracking number by contacting Customer Service via email at internetorders@profootballhof.com or calling 800-869-8207 during regular business hours. If there should be any circumstance beyond the carrier's control such as weather, natural disasters, etc. it may delay your delivery. These situations do not allow us to refund costs.

Please Note: This does not apply to drop shipped items, which ship directly from the manufacturer. For these items, please refer to the item description for expected shipping time, which may vary and change without notice.

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Q: How much does shipping cost?
A: Shipping cost are calculated based on current rates and fees plus order total. They are primarily dependent upon order size, weights of items, the ship location, and shipping method.

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Q: Can I get my order shipped to multiple addresses?
A: We are pleased to offer shipping to multiple addresses. With this feature, you can ship items in your shopping cart to more than one address in just one order. For example, if you would like to ship a gift to a friend and a family member, you will simply enter the full name of the recipient on the item details page. Once you complete your order and proceed to the shipping page, you will be prompted to the various shipping addresses.

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Q: Do you ship to P.O. Boxes?
A: The Hall of Fame Store does not ship to PO Boxes. You must list a street address for shipping.

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Q: Do you ship to Canada?
A: Yes, we do ship orders to Canada.  For shipment to Canada, we use USPS Priority Mail International Service.  Please be aware that Canadian orders may be subject to local taxes, duties and brokerage fees. Please contact your local UPS center or government agency to inquire about these charges. The Hall of Fame Store is not responsible for these charges and will not reimburse customers for abandoned packages. 

PLEASE NOTE: Most drop shipped items are not available for shipment outside of the United States. In these instances, items may need to be shipped to the Hall of Fame Store and then sent out to International or Canadian addresses. Additional processing, transit time and fees may apply.

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Q: Do you ship to other countries outside of Canada?
A: Yes we do ship internationally. All international orders will be shipped via Express Mail International. The shipping charges vary upon size of order and location. Please be aware that International orders are subject to local taxes, duties and brokerage fees. Please contact your local mail center and government agency to inquire about these charges. The Hall of Fame Store is not responsible for these charges and will not reimburse customers for abandoned packages.

PLEASE NOTE: Most drop shipped items are not available for shipment outside of the United States. In these instances, items may need to be shipped to the Hall of Fame Store and then sent out to International addresses. Additional processing, transit time and fees may apply.

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Q: Shipping Policies and Restrictions:
A: Any international duties, taxes, and brokerage fees are not included and are the responsibility of the customer. If you have any questions about duties or custom charges please contact your local post office.

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Q: When will I receive my drop shipped items?
A: Drop ship items are items that are shipped directly from the manufacturer and in most cases, cannot be expedited. Shipping times vary based on the item. (Please see item descriptions for a delivery estimates.) Non-drop ship items included in an order with a drop ship item will ship via the normal shipping method selected by default. Please note that if expedited shipping is selected, the drop shipped item will ship by UPS Ground by default. There are a few drop shipped items that may be able to be shipped Next Day or 2nd Day Air. Please contact our customer service department during regular business hours at internetorders@profootballhof.com or 1-800-869-8207 to verify if your drop shipped item would be available for these expedited shipping services.

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Q: When will I recieve my customized/personalized item?
A: All customized orders are shipped via UPS Ground shipping only and cannot be expedited. The shipping time may vary depending on the product selected and the customization needed. The product page will better identify the expected delivery time for the customized product you have chosen.

PLEASE NOTE: Business days are Monday – Friday and exclude all US federal holidays.

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Q: I ordered a pre-order item, when will it ship?
A: Pre-order items are items that are not yet in stock, but available for advance purchase on our website. These items will be shipped directly to you once they become in stock.

PLEASE NOTE: Expected shipment times appearing on the Product Detail page specifying when an item is expected to leave our warehouse, not when the item will arrive at its final shipping destination. After your order leaves our warehouse, delivery times vary according to the location of your shipping address.

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Returns/Exchanges

Q: How do I make a return?
A: We take great pride in striving to offer you the best shopping experience available. If, for any reason, you're not completely happy with your purchase, you can get a full refund of the product price (shipping cost NOT included) within 30 days of receipt of the item(s). Some exceptions may apply.

Please note our non-returnable items:
  • Custom orders (certain drop ship items, personalized items, etc.)
  • Drop ship items (unless specified)
  • DVD's may only be returned for credit if the item is unopened. Defective DVD's will only be exchanged for the exact same item.
To receive either a credit on your charge account or exchange for another item ALL returns and exchanges must be in new, unused or unworn condition with the original tags and stickers attached. Items deemed worn, used, dirty or missing tags by the Hall of Fame Store will be returned to purchaser and no refund will be issued. Since lost return shipments are the responsibility of the customer, be sure to obtain a tracking number from the courier for the return shipment.

If you have received merchandise that was damaged during shipment, defective merchandise, or shipping error on our part (sent wrong size, color, etc.), contact our Customer Service Department to be issued a UPS Electronic Return Label via email. The recipient prints the return label and attaches it to the package being returned and takes it to a UPS store or gives it to a UPS driver. Once we receive the return shipment we will promptly ship out the correct items.

If you are doing an exchange the items you request MUST be equal to or lesser than the value of the returned merchandise.

When making a return, please include your original order number and, if possible, a copy of your original invoice or packing slip.

If there are no instructions, we will assume you would like credit for the items. Also please include a daytime phone number where we can reach you in case there are any problems or questions.

Please send to:

Pro Football Hall of Fame
Attn: STORE RETURNS
2121 George Halas Dr. NW
Canton, OH  44708

Your return/exchange will be processed within 14 business days of receipt.

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Q: What items are the exception to the return policy?
A: Our standard return policy does not apply to all items. Exceptions to this policy appear below:
  • Custom Orders (personalized items)
  • Drop ship items (unless specified)
  • DVDs
All sales are final on items listed above. If an error occurred in your order process or during shipment, please contact a customer service representative at 800-869-8207 or internetorders@profootballhof.com immediately.  DVD's can only be return for credit if the item is not open. Defective DVDs will only be exchange for the exact same item.

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Miscellaneous

Q: If I buy an item, and it goes on sale sometime after I purchase it, can I get a discount?
A: Prices of items marked on sale apply ONLY to new purchases. Items that are returned for an exchange will be processed under the original purchase price. We cannot/will not honor sales prices on previous orders.

PLEASE NOTE:
All sales are final on sale/clearance items.

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Q: How do I access Frequently Asked Questions about the Pro Football Hall of Fame Museum?
A: Click here to view our Frequently Asked Questions page for the Pro Football Hall of Fame Museum.

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Promotions and Discounts

Q: What is your general promotions and discounts policy?
A: We periodically offer promotional discounts and sales.  There is a limit of one discount per purchase. A discount or promotional code cannot be used with other discount offers, coupons, or promo codes. This includes promotional codes and any/all other promotions or sales. Management reserves the right to limit any/all discounts, and end promotions at any time.  Promotional/discount codes may not be able to be used on Autographed, items already marked down, or other select items at management's discretion. Promotion Codes have expiration dates and may not be used after the specified end date/time. Not all discounts offered online may be offered in-store. Items already "on sale" or otherwise marked down may not be eligible for further discount, unless otherwise specified. All purchases of sale items are final and non-refundable.

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Q: What are the details for Free Shipping promotions?
A: The free ground shipping promotion applies to UPS Ground shipping in the 48 continental United States. Alaska, Hawaii and all other U.S. territories and international countries excluded. This promotion is not valid with any other sale, promotion or offer. To activate the promotion, enter the appropriate promotion code given in an email or online during the checkout process. Free shipping may not apply to drop ship items. Minimum total purchase may be required. Management reserves the right to limit any/all discounts, and end promotions at any time.

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On Sale Now Next
 

 

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